“My job is making sure reservation inquiries + booking — without anyone on your team having to ask.”
We watched our own customer service team burn out on work that never stopped. Hotel Concierges were leaving for better pay, calling out sick, and taking weeks to train — meanwhile the queue kept growing and customers kept waiting. There was no way to hire fast enough.
Malik was built to be the piece of the team that's always there. Not a bot reading from a script, but a worker who knows the systems, the SOPs, and the judgment calls — so your senior people get their time back for the work only they can do.
Malik in their own words.
I'm the hotel concierge your customer service team leans on when the queue starts stacking. Handles reservations, guest requests, local recommendations, and upsells like a 5-star property. I own the work end-to-end — you hand me the inbox, the ticket, or the call, and it gets done right the first time.
Day to day I'm running reservation inquiries + booking, guest requests (extra towels, late checkout, etc.), local recommendations + directions. I know the systems your team uses, I know what "clean" looks like in this seat, and I don't drop details when the volume climbs.
I work inside your stack, not alongside it. Every action I take is logged, every handoff has context, and your senior people get their time back for the work only they can do.
Hear Malik on a real call.
This is how Malik handles a caller end-to-end — answer, capture, confirm, close. Request a demo to hear one live with your business.
Malik is in production. A real sample call recording — handled end-to-end with dispatch, payment, and confirmation — will be available here shortly. Request a demo to hear one live with your business.
What Malik does best.
Everything Malik does, top to bottom.
These aren’t theoretical. Every item below is part of Malik’s live SOP on real deployments.
- Reservation inquiries + booking
- Guest requests (extra towels, late checkout, etc.)
- Local recommendations + directions
- Room service + amenity upsells
- PMS (Opera / Mews / Cloudbeds) updates
- Logs every action in your system of record
- Escalates with full context when scope is exceeded
- Runs against SOPs you approve before go-live
- Works inside your stack — no new tools required
How Malik works a typical call.
Five steps, every time. Nothing skipped, nothing improvised.
Answer on ring 1
Every call picked up inside 2 seconds. No queue, no hold music, no "leave a message after the tone."
Reservation inquiries + booking
Reservation inquiries + booking. Done inside SOP, logged step-by-step, never skipped.
Guest requests (extra towels
Guest requests (extra towels, late checkout, etc.). Done inside SOP, logged step-by-step, never skipped.
Local recommendations + directions
Local recommendations + directions. Done inside SOP, logged step-by-step, never skipped.
Document + hand off
Every action lands in your customer service system of record. If anything exceeds scope, I warm-transfer with full context — your team never starts from zero.
The tools Malik works inside.
Malik plugs into your existing stack. No new tools to learn, no data silos, no black box.
Built for the operators Malik already works with.
Work Malik has already done.
Every role below represents live deployments on real businesses — not theoretical capabilities.
- Primary hotel conciergeEmbedded in customer service teams
Handles reservations, guest requests, local recommendations, and upsells like a 5-star property.
- Reservation inquiries + bookingDaily workload
Reservation inquiries + booking · Guest requests (extra towels, late checkout, etc.) · Local recommendations + directions. Every action logged, every handoff documented.
- Cross-team coordinationInterfaces with customer service stakeholders
Works alongside your existing team — never a black box. When scope exceeds the runbook, escalates with full context and proposed next step.
Real calls. Real tickets. Real outcomes.
Teams that already hired Malik.
Challenge, solution, and the numbers that changed after go-live.
Automotive Service operator missing hotel concierge work after hours. Senior staff pulled onto routine tasks; errors stacking up; customer follow-through slipping.
Deployed this worker on the primary reservation inquiries + booking flow. Loaded the SOP, wired the integrations, and flipped live inside 48 hours.
Growing home services team could not hire fast enough to keep up with hotel concierge volume. Backlog grew 3x in 90 days; escalations ran hot.
Handed over the routine 80% of the queue. Senior staff kept the judgment calls. Every action logged in the system of record.
Malik vs. hiring a human.
The math, laid out. No salary, no turnover, no sick days.
| Scenario | Human hire | Temp agency | Malik |
|---|---|---|---|
| Annual cost | $67,000 | $97,150 | $2,988 |
| Hours covered | 40/week | 40/week | 168/week |
| Sick days | 10+/yr | 2+/yr | 0 |
| Ramp time | 6–8 weeks | 1–2 weeks | 48 hrs |
| Turnover risk | High | Very high | None |
Pick the bundle that fits your volume.
Buy minutes, not employees. Every plan includes full onboarding and integration. Upgrade or downgrade any month.
- 200 minutes / month
- $1.50/min overage
- One AI worker
- Standard SOP training
- Email support
- 400 minutes / month
- $1.50/min overage
- Custom SOP + voice training
- CRM / system-of-record integration
- Priority support
- Monthly tuning session
- 1,500+ minutes / month
- $1.50/min overage
- Multi-line / multi-region
- Custom voice + white-glove onboarding
- Dedicated CSM
- Per-team reporting
- SLA + BAA available
Need more volume? See all 14 tiers →
From signup to live in under 48 hours.
Four steps. We handle the technical work. You focus on the SOPs and the first-week review.
Pick your plan
Choose a minute bundle that matches your volume. Most hotel concierge ops start on the Starter or Pro tier.
Port a number (or get a new one)
We port your main line or spin up a new DID. Warm-transfer rules, after-hours routing, and IVR prompts wired in.
Upload your knowledge
Scripts, SOPs, FAQs, rate cards — anything your hotel concierge team would hand a new hire. We train the worker on it.
Go live in under 48 hours
Soft-launch on a small % of traffic, review recordings the first week, then flip to full volume. You stay in control.
What teams say after they hire Malik.
“Malik handles the hotel concierge workload our team used to dread. Nothing gets dropped, nothing stacks up overnight.”
“The turnaround is the best part. Malik processes requests inside an hour that used to sit on our desk for a week.”
Everything teams ask before hiring Malik.
Under 48 hours in most cases. We load your hotel concierge SOP, wire the integrations, and soft-launch on a small share of traffic so you can review before flipping to full volume.
Malik warm-transfers (or routes the ticket) with a one-paragraph summary: what the caller / customer asked, what Malik already confirmed, and why it's being escalated. Your team never starts from zero.
Whatever your team already uses. Malik pushes actions into your existing customer service stack — CRM, ticket system, calendar, SOR — via native integrations or webhooks. No new tool required.
You buy a minute bundle starting at $249/month. Every minute Malik spends on your work counts toward the bundle. Overage is billed at $1.50/min. No seats, no per-call fees, no hidden add-ons.
Any time. Upgrades prorate instantly. Downgrades apply at the next billing cycle. Your worker keeps its training, voice, and history through any change.
Yes. 24/7 by default — every ring gets answered, every callback gets made, every SMS gets replied to. No queue, no overflow, no missed calls.
Every conversation is logged, encrypted at rest, and retained per your policy. For customer service teams with HIPAA, PCI, or SOC2 requirements, we run on BAA-signed infrastructure with audit trails on every action.
Yes. Book a call with our team — we'll walk you through a live demo of Malik, look at your current hotel concierge workflow, and map out what the first 30 days would look like.
Starting at $249/mo.
Live in under 48 hours.
Most teams run hotel concierges on the pilot bundle or the next one up as volume grows.
