# How to cut calls to the front desk ยท Estevano URL: https://estevano.com/en/resources/reduce-front-desk-calls-hotel > Calls drop when guests have somewhere else to ask and order. Estevano Voice picks up the ones that still come in. With Estevano guests ask and order in the hotel's app with nothing to download, so they call the front desk less. Estevano Updated on 23 October 2026 7 min read Calls to the front desk drop when guests have somewhere else to ask and order. With Estevano, that place is the hotel's app, which opens from the QR code in the room with nothing to download: guests ask questions there, order room service, book a table or the spa and report anything that's broken. The calls that still come in are answered by Estevano Voice on your usual number. ## How do you cut calls to the front desk? You cut them by giving guests an easier way than the phone for whatever makes them call today, and by handling well whatever still comes in by phone. These are two separate problems, and it pays to tackle both at once. ## What the calls are about Before changing anything, it's worth looking at what people ask. In most hotels, a good share of front desk calls are the same every day: - Information. The Wi-Fi password, when breakfast opens, how late the spa is open, how to get to the beach. - In-room requests. Towels, pillows, a cot or room service. - Bookings. A table for dinner, a massage, an activity. - Faults. The air conditioning, the hot water, the TV or the lights. None of these needs someone at the front desk to drop what they're doing and pick up the phone. ## What you can take off the phone Everything on that list fits in the hotel's app. Guests ask in the chat and the concierge answers with the hotel's information, in their own language. If they ask for something, Estevano opens a ticket for the right department and the guest sees it move along. Room service is ordered from the hotel's menu, and restaurant and spa bookings run on real sittings and capacity. The guest in room 518 asks for towels in the chat and Estevano alerts Housekeeping, without going through the front desk phone. What the concierge can't answer, it doesn't make up: it passes it to the team. And when the team answers a new question, Estevano learns it for next time. Over time, every repeated question stops being a call. For guests to use the app, they have to see it. The QR code in the room, on the TV or by the phone, and the link in the welcome message, do more than any sign asking people not to call. ## What to do with the calls that still come in Some guests will always prefer to call. With Estevano Voice, those calls are answered by an AI voice agent on your usual number, or on a number of its own that still shows as the hotel's, in up to 6 languages that each hotel chooses. Each hotel decides how far it goes. It can just give information, it can also check the availability the hotel manages in Estevano, or it can go further and get things done: book tables and spa treatments, order room service and log maintenance issues, always after checking the guest's room and PIN. Anything it can't sort out, it leaves as a message for the front desk. ## How to measure it The only way to know is to count the calls. Before you start, note how many calls the front desk gets in a normal week, by time of day, using whatever your switchboard gives you. Then compare the same weeks after the QR code and the voice agent go live. Estevano shows you the other side. The analytics show chat activity, with its requests, languages and busy hours, and tickets by department. Every call Estevano Voice answers is logged in the console with the room, the language, the length and whether the guest was verified. - Every call is logged in the console with the room, the language, the length and whether the guest was verified. - The manager's home screen with today's figures and tickets from yesterday and today. ## In a large hotel In a 200-room hotel the front desk phone doesn't stop at check-in and check-out peaks, which is exactly when it's hardest to answer. That's when it helps most to have in-room requests come in through the app and go straight to housekeeping or maintenance, without the front desk acting as a switchboard. More rooms also means more languages and more departments. Every ticket reaches the right team with its priority and its clock, and the voice agent answers in the guest's language. The front desk keeps what really needs a person. If your main worry is calls nobody picks up, read how to reduce missed calls. How it looks in Estevano A live call with Estevano Voice, listening to the guest and answering. ## Frequently asked questions **How much do front desk calls go down?** It depends on the hotel and on how visible the QR code is. That's why it's worth counting a normal week's calls before you start and comparing them afterwards. **Which questions can you take off the phone?** The ones that come up every day: hotel information, in-room requests, bookings and faults. They all fit in the hotel's app. **Do guests have to stop calling?** No. Guests who'd rather call still call the usual number, and Estevano Voice answers. **Are the calls Estevano Voice answers logged?** Yes. Every call is logged in the console with the room, the language, the length and whether the guest was verified with their PIN. ## Keep reading - Voice An AI receptionist that answers the phone The phone still rings. What changes when the voice on the line can act, not just inform. - Operations Stop losing bookings to unanswered calls What a missed call really costs, and how to cover the phone without cutting staff. - Room service Room service and restaurant bookings from a QR code Guests scan the QR code in their room to order room service or book a table, with nothing to download. ## Shall we look at it for your hotel? We get Estevano running in days, and you keep your current PMS.