How Butler AI Works
A step-by-step learning guide for hotel GMs, from bookings to fulfilled requests
Section 1
Booking Sources & Data Sync
Every flow starts in the PMS. Mews captures bookings and guest profiles, then Butler AI syncs from Mews. The integration is two-way: Butler AI posts tasks, orders, payments, guest IDs, and payment card details back to Mews so the folio and operations stay aligned.
Source
Mews Is the Source of Truth
Bookings and guest profiles are captured in the PMS.
Butler AI
Syncs + Orchestrates
Pulls guest data and pushes tasks, orders, and payments.
PMS
Ops + Folio Updated
Charges, status updates, and payment details stay aligned.
Section 2
Core Entities
These are the three roles a GM cares about most: the guest experience, the hotel operation, and the staff team.
Guests
Hotel visitors who make requests, place orders, and interact with staff
Hotel
The property that manages operations, staff, and guest services
Staff
Hotel employees who fulfill requests and manage guest services
Section 3
Request Routing & Fulfillment
Butler AI takes every request, routes it to the right team, and keeps the guest updated without manual follow-ups.
Guest
Submits a request or order
Butler AI
Understands, categorizes, routes
Hotel Staff
Receives and fulfills request
Guest Confirmed
Updates are sent automatically
Charge / Payment
Posted if required
PMS + Reporting
Guest folio and ops data updated
Section 4
Guest Journey Automation
Automations deliver the right message at the right moment, reducing front desk load and improving pre-arrival readiness.
Booking Created
Reservation appears in PMS
Contact Captured
Guest email/phone synced automatically
Pre-Arrival Messages
FAQs, upsells, arrival info
Check-in
Guest completes check-in; front desk gets details
Section 5
System Connections
All activity loops back into your core systems so ops, billing, and guest history stay accurate.
Hotel
Guests interact with hotel services through Butler AI chat interface
Staff receive notifications and manage guest requests from dashboard
Section 6
Guest Engagement & Requests
Guests self-serve for FAQs and WiFi, and the system escalates only what needs staff action.
Guest Books
Reservation created in PMS
Contact Captured
Guest contact synced automatically
Curated Messages
Pre-arrival, in-stay, checkout
Guest Engages
FAQs, WiFi, local tips
Order Routed to Staff
Delivered to the right team
Staff Confirms
Guest updated automatically
Section 7
Room Service & Payment Flow
Orders move from guest to the right team, then charges post to the guest folio without manual entry.
Guest Books
Reservation created in PMS
Contact Captured
Guest contact synced automatically
Curated Messages
Menus, upsells, timing prompts
Guest Orders
Room service / Late checkout
Order Routed to Staff
Delivered to the right team
Staff Confirms
Guest updated automatically
Charge / Payment Posted
Posted to room or collected
Section 8
Online Check-in Flow
Butler AI collects the required details, completes check-in in Mews, and delivers access information automatically.
Butler AI Reaches Out
Guest receives check-in link
ID + Payment Card
Guest uploads required details
Mews Check-in
Butler AI completes check-in
Access Details Sent
Door code or key info delivered
Section 9
Key Outcomes for GMs
The operating advantages that matter most: faster response, cleaner billing, and a more consistent guest experience.
AI Chat Interface
Guests interact with Butler AI through WhatsApp, SMS, Email, or Web chat
Request Management
Staff dashboard to view, assign, and track all guest requests in real-time
Guest Journey Automation
Automated messages sent at key moments: pre-arrival, check-in, mid-stay, checkout
Payment Processing
Secure payment processing integrated with room service orders and charges
Online Check-in
Guests can complete check-in online before arrival, reducing front desk wait times
PMS Integration
Seamless integration with Property Management Systems like Mews for data sync