One protocol. Every agent.
The operating protocol every Concya agent follows: act as your house, remember everything, stage the decisions, and leave a trace.
Operates like you. Answers like you. Runs the house like you. Protocol is what makes that promise safe to keep — across every venue in the group, on every channel, at any hour.
Acts as you · Remembers the house · Leaves a trace
The rules
Six rules, no exceptions.
Protocol isn\u2019t a settings page. It\u2019s the standing contract between the house and every agent that acts for it — the same guarantees on a quiet Tuesday and a slammed Saturday.
One identity, everywhere
Guests, staff, and vendors always know who is acting on your behalf. Every call, text, and work order carries your house’s name and authority — never an anonymous bot.
House memory
Preferences, restrictions, incidents, and standing notes live in one thread the whole team can see. What happened last service informs this one — nothing gets re-learned at 7 p.m. on a Saturday.
Staged approvals
Anything that spends money or changes the schedule waits for your yes. Concya stages the decision with the evidence; you sign off in one tap.
Full traceability
Every reservation, call, and payment leaves a trace: who acted, what changed, and when. The ledger is the receipt — audit it any time.
Speaks every system
Calls, shifts, reservations, vendors, and guest issues become one live operating picture across the systems each property already uses — PMS, POS, voice, and messaging.
Escalates to a human
Concya handles the follow-up, coordinates the handoff, and only brings you in when the call is actually yours to make. No escalations means no escalations.
In motion
How an agent works a problem.
From a ringing phone to a recovered guest, every job follows the same five steps. The protocol is the reason the house can trust work it never watched happen.
Observe
Concya watches guests, staffing, reservations, inventory, demand, and revenue as one stream — not six dashboards.
Decide
Against the house memory and your standing rules, it picks the move a good GM would make.
Stage
Routine work executes. Anything that spends money or changes the schedule is staged with the evidence, waiting for your yes.
Act
It acts across the systems each property already uses — calls answered, shifts covered, vendors chased, guests recovered.
Record
Every result is written back into house memory and the ledger. Tomorrow’s shift starts smarter than today’s.