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The connected commercial + operating system for hotels

THE HOTEL,
CONNECTED.

HospitalityOS™ puts guest intent, sales, proposals, contracts, deposits, events, operations and executive reporting into one operating context — so the hotel runs as one system instead of a chain of departmental handoffs.

Request a demo Watch one inquiry cross the hotel

Built for independent hotels. The operating graph on this page is the real chain of records the platform connects.

The operating graph 1Guest intent 2Sales 3Commercial truth 4Proposal 5Contract 6Payment 7Booking 8Events / BEO 9Operations 10Guest 11Executive intelligence One operating context Every stage reads and writes the same record
  1. Guest intentAn inquiry arrives through the website concierge or the hotel inbox.
  2. SalesIt becomes a lead with an owner, tasks and a follow-up cadence.
  3. Commercial truthPrices come from the hotel's own configured rules.
  4. ProposalLine items, schedule and a guest preview.
  5. ContractGenerated from the proposal, signed and countersigned.
  6. PaymentDeposit links once the contract is countersigned.
  7. BookingCountersigned means Definite, and the lead is booked.
  8. Events / BEOThe banquet event order starts from the contract.
  9. OperationsWork orders and readiness for the teams that deliver.
  10. GuestGuest requests routed to the right department.
  11. Executive intelligenceOne brief across the whole chain.
The problem

EVERY DEPARTMENT HAS A TOOL.
NOTHING CONNECTS THEM.

A wedding inquiry touches sales, revenue, banquets, housekeeping, engineering, the front desk and the GM's desk. At most hotels each of them keeps its own copy — and the copies drift.

Disconnected departments

Typical setup: separate tools, re-keyed data, handoffs by email and phone.

Each gap between systems is a person remembering to move information across it.

One operating context

HospitalityOS: the same departments, on one connected record.

A signed contract creates the event order. A guest request can carry through to a work order. The executive brief reads the same records everyone else works in.

The connected flow

ONE INQUIRY.
EVERY DEPARTMENT. NO RE-ENTRY.

Follow a sample wedding inquiry from first message to the executive brief. Every step reads from the step before it and adds to the same record.

GuestSales

A wedding inquiry arrives at 11:47 PM.

It comes through the website concierge or the hotel's own Microsoft 365 or Gmail inbox. It becomes a lead with the guest's details captured. The guest gets an acknowledgment and the property's brochure, and a follow-up sequence is scheduled that ends with a person, not a third automated email.

Carried forward, never re-entered

  • Guest name and contact
  • Event type, date and headcount
  • Where the inquiry came from
Illustrative sample

Lead

InquiryWedding · about 120 guests · fall 2027
SourceWebsite concierge
StatusAcknowledged · follow-up scheduled
SalesRevenue

The proposal is priced from the hotel's own rules.

Line items come from the rate cards, service charge and tax rules the property configured. AI helps draft the narrative; it never sets a price. Anything the system cannot source is flagged needs confirmation instead of guessed.

Carried forward, never re-entered

  • Everything captured on the lead
  • Configured rates, service charge and tax
  • The property's knowledge base
Illustrative sample

Proposal draft

Package priceFrom configured rate card
Service charge and taxFrom property rules
Narrative copyAI-drafted, staff-reviewed
SalesProperty

The proposal becomes a contract that cannot go out with open questions.

The contract is generated from the accepted proposal. If a term cannot be sourced, such as a cancellation schedule nobody has confirmed, it cannot be sent. The couple signs; the property countersigns. Only then is the group Definite.

Carried forward, never re-entered

  • The proposal's line items and schedule
  • Cancellation and attrition terms from the knowledge base
  • The property's signatory
Illustrative sample

Contract

Open itemsNone needing confirmation
Client signatureSigned
Property countersignatureCountersigned: Definite
RevenueGuest

Definite unlocks the deposit request.

Stripe-backed deposit payment links can only be generated once the contract is countersigned, and they follow the deposit schedule the property configured. Each installment is tracked as paid, failed, expired or refunded, and refunds are permission-gated.

Carried forward, never re-entered

  • The countersigned contract
  • The configured deposit schedule
  • The guest's contact details
Illustrative sample

Deposit schedule

Installment 1Payment link requested
Installment 2Pending
Schedule sourceProperty's configured rules
SalesEvents

Countersignature creates the booking and the event order.

At the moment of countersignature the lead becomes Booked and a banquet event order is drafted from the contract's own data. Sales and events never re-key the same wedding.

Carried forward, never re-entered

  • Group, contact and property signatory
  • Dates, schedule and line items
  • The Definite status itself
Illustrative sample

Event order (BEO)

Lead statusBooked
BEODrafted from the contract
NextEvents team completes and finalizes
EventsHousekeepingEngineering

Setup work lands with the teams that do it.

Work orders can be linked to the event, with priority and a service-level target. A readiness ladder shows, for every upcoming event, whether the booking is definite, the event order is complete and finalized, and the event's work orders are clear.

Carried forward, never re-entered

  • The event and its dates
  • The finalized event order
  • Assignments and priorities
Illustrative sample

Execution readiness

Booking definiteDone
Event order generatedDone
Event order finalizedOpen
Work orders clearOpen
GuestFront officeOperations

A guest request on the day reaches the right desk.

Requests from the concierge or entered by staff are routed to a department with priority and a service-level target. A work order can carry the guest-request link. If a guest-originated work order breaches its target, a rule the hotel configured can alert Front Office automatically, as an internal task and never a message to the guest.

Carried forward, never re-entered

  • Guest and conversation context
  • The linked work order
  • Who owns it, and why it escalated
Illustrative sample

Guest request

TypeGuest service
Routed toHousekeeping
Linked work orderCreated
Leadership

Leadership sees the whole chain from one source.

The morning brief, executive brief and manager decision queue are composed from the same records everyone else works in: upcoming events and their readiness, open work, incidents, pipeline. Facts only, with no invented scores. Operators with several properties get a portfolio view.

Carried forward, never re-entered

  • Every record in this flow
  • Open incidents and integration health
  • Decisions waiting on a manager
Illustrative sample

Executive brief

Upcoming eventWedding, fall 2027
ReadinessEvent order not yet finalized
SourceLive records, not a hand-built report
The platform

ONE PLATFORM.
MODULES THAT SHARE A RECORD.

Everything below is built and in the product today. Each module reads and writes the same operating context as the others.

Commercial

SalesOS

Captures inquiries from the website concierge, the RFP form and the hotel's Microsoft 365 or Gmail inbox. Leads, tasks, follow-up cadence, source and conversion reporting.

Proposals, Concierge, Executive brief

ProposalOS

Line items, event schedule and a guest-facing preview. AI drafts the copy; prices come from configured rules and are confirmed by staff.

Commercial Truth, Contracts

ContractOS

Generated from the proposal, sent for signature, countersigned by the property. Contracts with unresolved terms cannot be sent.

Payments, Events

Payments and revenue

Stripe-backed deposit payment links on the configured schedule, with tracked paid, failed, expired and refunded states, plus non-predictive revenue trend reporting.

Contracts, Executive brief

Events and operations

Events and banquets

The event order starts from the countersigned contract, is completed and finalized by the events team, and carries a readiness ladder to the day of the event.

Contracts, Work orders, Executive brief

Work orders

Housekeeping and engineering work with priority, service-level targets and comments. Link a work order to an event or to the guest request that caused it.

Events, Guest operations

Guest operations

A request queue with ownership, priority, escalation and service recovery, plus shift handoffs and manager exceptions for the front office and operations.

Concierge, Work orders

Guest and communications

Digital Concierge

A website chat that answers from the property's own knowledge base, says so when it does not know, and turns real inquiries into leads.

SalesOS, Guest operations

Communications

Tracked email with delivery status, suppression of guests who should not be contacted, templates and per-hotel settings.

SalesOS, Automation

Intelligence and control

Executive intelligence

The morning brief, an executive brief and a manager decision queue, composed only from verified records. Portfolio view for multi-property operators.

Every module

Automation

Rules each hotel configures: create, edit and archive them, with run history. Scanners for stale leads, overdue deposits and overdue work orders raise internal alerts.

Sales, Payments, Operations

Control plane

One view of a property's users, integrations, incidents and launch readiness, for operators running more than one hotel.

Integration health, Team

Integration health

Monitors the hotel's connected email, raises incidents with acknowledge and assign, and retries safely when a connection fails.

Control plane, Communications

Team and access

Invite staff, assign roles, remove members, and manage seat entitlements. Removed members lose all access.

Security, Control plane
Commercial Truth

EVERY NUMBER TRACES TO A RULE.
EVERY UNKNOWN IS FLAGGED.

A contract or event order is only as good as the facts behind it. HospitalityOS never fills a gap with a plausible guess.

  • Rules, not guessesQuoted prices come from rate cards, tax and service-charge rules, and deposit schedules the property configured.
  • Unknown stays unknownA missing cancellation schedule or deposit rule is marked needs confirmation. A document with open items cannot be sent.
  • Definite means countersignedOne gate, signed by both sides, unlocks deposits, the event order and the Booked status.
  • AI writes words, never numbersAI drafts narrative copy. It does not set prices, and prioritization uses a documented formula rather than a black-box score.
Wedding weekend proposalIllustrative sample
Package, three nightsSource: configured rate cardVerified
Service chargeSource: property commercial ruleVerified
TaxSource: property tax ruleVerified
Deposit scheduleSource: configured deposit ruleVerified
Cancellation scheduleNot configured anywhere for this propertyNeeds confirmation
Contract cannot be sent: 1 item needs confirmation. Nothing has been assumed.
Digital Concierge

A CONCIERGE THAT KNOWS THE PROPERTY.
AND ITS LIMITS.

  • Answers from your knowledge base. Policies, amenities and event information come from what the property entered, not from the open internet.
  • Says when it does not know. It is instructed never to invent pricing, availability or amenities.
  • Captures the inquiry. A real inquiry becomes a lead in the same operating context, ready for the sales team.
  • Routes the rest. Billing questions, complaints and service requests land in the guest requests queue instead of disappearing into a chat log.
  • One line to embed. The widget is a single script tag on the hotel's own website.
Illustrative conversation
Can we hold our reception on the lawn if it rains?
I don't have a confirmed rain-plan policy for the lawn in the property information I work from. I've passed your question to the events team so you get an accurate answer. May I take your email?
Result: inquiry captured as a lead · question routed to a person · nothing invented
Security and governance

ONE CONTEXT.
STRICT BOUNDARIES.

A connected platform has to be a controlled one. These are properties of the system as built, each covered by automated verification in the codebase.

Tenant isolation

Every hotel's data is scoped to its own tenant, derived from the signed-in identity and never trusted from the browser. Cross-tenant access attempts are tested across the tenant-owned records.

Role-based access

Roles for sales, events, revenue, front office, housekeeping and engineering, plus read-only, enforced on the server. Unknown roles fail closed.

Audit trail

Proposals, contracts, signatures, payments and role changes are recorded as events with the acting user. Audit events are append-only.

Team and seats

Invite, change roles and remove members with guardrails, such as never removing the last owner. Seat entitlements are enforced on invite and acceptance.

Enterprise sign-in

Staff sign in through Microsoft Entra ID. Access tokens are validated on every request.

Property scoping

For multi-property tenants, users can be scoped to a single property, and commercial rules resolve per property.

Hosted on Microsoft Azure with encrypted connections. Details on the security page.

Who it is for

THE SAME RECORD,
SEEN FROM EVERY CHAIR.

Operators and owners

One view across the property: launch readiness, integrations, incidents, and a portfolio view when there is more than one hotel.

Sales and revenue

Inquiries captured, proposals priced from configured rules, contracts that cannot leave with open questions, deposits tied to Definite.

Events and banquets

The event order starts from the contract. A readiness ladder shows what is still open for each upcoming event.

Operations

Housekeeping and engineering work orders with priorities and targets, linked to events and to the guest requests behind them.

Front office

A guest request queue with ownership, escalation and shift handoffs, so the next shift starts with context.

Executives

A morning brief and a manager decision queue built from live records, not from a report someone assembled last night.

Integrations

WHAT IT CONNECTS TO
TODAY.

Microsoft 365Inquiry capture from the hotel's own inbox.
GmailInquiry capture from the hotel's own inbox.
StripeDeposit payment links tied to the countersigned contract.
Microsoft Entra IDEnterprise sign-in for staff.
Your websiteThe Digital Concierge and RFP form embed with one script tag.

If your hotel relies on another system, ask. We will tell you plainly what exists today.

See it on your hotel

SEE YOUR HOTEL,
CONNECTED.

A 30-minute walkthrough of the connected flow with real product screens, no pressure and no obligation.

Request a demo Request access

Or write to info@thatsotechnologies.com

The moat isn't the software

I BUILT THE SYSTEM
I WISHED I HAD.

Fifteen years in luxury hospitality — General Manager and Director of Sales roles across The Ritz-Carlton, 1 Hotels & Homes, and Playa Largo Resort & Spa. HospitalityOS™ wasn't built in a boardroom.

Read the founder's story →