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The Golden Rule

If a human receptionist would need to know it, your AI receptionist needs it too.
Your knowledge base is everything your receptionist knows about your hotel. The quality of information you provide directly determines the quality of responses guests receive. Think of it this way: even the smartest receptionist in the world can’t answer questions about things they were never taught.

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What to Include

PriorityCategoryExamples
Must HaveEssential infoRoom types, check-in/out times, contact info
Should HaveImportant detailsRestaurant hours, spa services, amenities
Nice to HaveHelpful extrasLocal attractions, transportation tips
As NeededSpecialized infoEvent spaces, wedding packages, corporate rates

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Two Kinds of Knowledge

Your receptionist uses two sources of information:

Training Materials

Documents you upload — fact sheets, menus, policies, FAQs. These provide the specific facts and details your receptionist references when answering questions.How to prepare documents →

Personality Instructions

Prompts you write — chat and voice instructions. These define how your receptionist behaves, what tone to use, and what rules to follow. They should NOT contain reference data.How to write prompts →
Common mistake: Putting detailed hotel information (room types, restaurant hours, etc.) in the personality instructions instead of uploading them as documents. Your instructions should define behavior, not store facts. Keep facts in your Training Materials.

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Next Steps

Document Preparation

Learn the exact format and structure that gets the best results.

Organizing Content

How to organize your documents for maximum clarity.