Integrated resort: every role moves from doing to directing.

Casino, hotel, golf, F&B and spa share one guest profile. Agents do the repeatable work across all of them. People keep hospitality, judgment and responsibility, especially for guest well-being.

One guest, one profile

C
Casino

H
Hotel

G
Golf

F
F&B

S
Spa

→

Guest profile
preferences · value · consent · RG status

→

Agents + people
each persona below

Lines agents never cross

RG No offer, comp or marketing to a self-excluded or RG-flagged guest. Checked by the system on every call.
No AML filing, exclusion or reject without a named officer and a reason.
No tip-off: agents never tell a guest about an AML review.
Gaming promotions follow local rules and entry eligibility. Wording is reviewed by Compliance.
Comps and credits above a limit always need a human.

Autonomy ladder

1 · AdviseAgent suggests. Changes nothing.

2 · ApproveAgent prepares. Human sends.

3 · DelegateAgent acts. Visible + undo.

adviceapprovalautomaticC H G F S propertyRG responsible gaming

Persona shift map

Persona	Today	Agentic age	Agents take	Human keeps
Casino host	Phone lists, manual comps	Relationship lead with prepared trips	Visit prediction, offer drafts, arrival briefs	Relationship, comps above limit, well-being judgment
VIP gaming operations	Manual slips, guesswork on tables	Runs a ready VIP floor	Ratings, table & dealer forecast, set-ups	Limits, credit, game integrity
Cage & cashier	Retyping IDs, adding cash by hand	Fast, accurate guest service	ID pre-fill, cash totals, reconciliation	Cash handling, verification, sign-off
Group, MICE & events	Proposals by hand, three systems	Shapes events; agents assemble packages	Availability, package, follow-ups	Pricing, displacement call
Front office	Same questions, retyping	Recognition & service recovery	Routine requests, hand-off summaries	Welcome, complaints, exceptions
Golf operations	Phone bookings, empty slots	Smart course fill & tournaments	Tee sheet fill, weather moves	Member relations, course rules
F&B outlets	Guessed covers, missed allergies	Personal dining with full context	Cover forecast, guest notes, comp checks	Menu, hospitality, recovery
Marketing	One list per property	Goals, brand, guardrails	Segments, variants, journeys	Brand, responsible marketing, launch
Loyalty	Points per outlet	One journey across resort	Next-best reward, disputes	Tier rules, liability, fairness
Promotions & programs	Cost known after month end	Simulate, then run with guardrails	Reinvestment simulation, conflict check	Budget, terms, go / stop
KYC, AML & RG	Manual checks, late RG cases	Decides on risk, protects guests	Monitoring, evidence packs, signals	File, exclude, intervene
Sales support & reservations	Every quote, BEO and contract by hand	Owns non-standard deals	Quotes, BEOs, contract drafts	Exceptions, library
CRM admin → Agent Ops	Fields per property	Governs one agent workforce	Reports, profile merge	Permissions, autonomy, kill switch
Leadership	Reports per property	Asks across resort, decides	Analysis, live views	Direction, RG stance
Guest / member	Calls each outlet	One concierge, own channel	Cross-property bookings	Talk to a person, own limits

Persona 01

Casino host (player development)

Phone list of players, manual comps, guessing who will visit

→

Runs relationships with the right players; agents prepare trips, offers and recognition

Agents take

Trip & visit prediction
Offer drafts within comp budget
Arrival brief across C · H · G

Human keeps

The personal relationship
Comps above limit
Judgment on player well-being

Start → next rung

AdviseApprove offers (start)Delegate: in-budget room / F&B comps

New skill: read value (theo, reinvestment) and well-being signals together; give agents feedback.

← scroll the wireframe sideways →

crm / host / today

1Ask… “who in my book has not visited in 60 days but played golf with us?”mic

2

Needs your decision (5)sort: arrival · value

Invite: Player A for golf weekend GHTrip agent · plays golf on each visit · offer within comp budget · ●●●

EditSend

Suite upgrade for Player B tonight HComp agent · above your limit → goes to host manager

Review

Player C: play pattern changedSession length and frequency up sharply · RG no marketing offers until reviewed

Open RG check

Player D birthday in 5 daysLikes the steakhouse; partner plays spa FS

Plan gesture

3Arriving today · arrival brief

Player A · VIPRoom: high floor, quiet · drink: — · tee time 07:30 booked HG

Brief

Player E · new to hostRated play 2 visits · eligible for intro

Brief

4Player A · one profile, all properties

Crated play, preferences

Hstays, room preferences

Ghandicap, favourite tee time

FSrestaurants, treatments

5Done for you

Logged 6 callsnotes from voice memo

undo

Dinner booked · Player Awithin comp budget

undo

Comp budget used— of month

Never automatic

Offers to self-excluded or RG-flagged players are blocked by the system, not by memory.

Persona 02

VIP gaming operations (VIP rooms & pit)

Manual rating slips, guesswork on table needs, preferences kept in heads

→

Runs a ready VIP floor; agents prepare tables, ratings and staffing before players arrive

Agents take

Rating capture from table systems
Table & dealer demand forecast
Player preference set-up (game, limits, language)

Human keeps

Limit changes & credit decisions
Game integrity & disputes
Personal service on the floor

Start → next rung

AdviseApprove set-ups (start)Delegate: rating fixes & staffing drafts

New skill: read volatility and rating quality; coordinate with hosts, cage and surveillance.

← scroll the wireframe sideways →

crm / vip-floor / tonight

1

VIP room · tonightforecast peak 22:00

Table	Game	Limits	Status	Agent note
V1	Baccarat	high	open · 3 players
V2	Baccarat	custom	reserved 21:00	Player A: prefers this table, KO-speaking dealer
V3	Roulette	mid	closed	open at 21:30? demand ↑

2Arriving players · set-up

Player A · 21:00 CHtable V2 · limits per approved profile · drink, snacks ready

Confirm set-up

Player F · limit raise askedabove current profile → needs you + credit check

Review

Player CRG case open · no special set-up, host informed

3Rating quality

Rating gap: V1 seat 3table system vs slip differ · average bet

Fix

Ratings closed for 14 sessionsfrom table system

undo

Ratings drive comps and loyalty, so errors are fixed before the session closes.

4

Result vs expected · VIP room●●○

Tonight is inside the normal range. Agent explains swings by player and game; anything outside range goes to surveillance, not to marketing.

5Staffing · draft

Add 2 dealers 21:30–02:00baccarat-certified · 1 KO, 1 ZH speaker

Approve

Floor supervisor break plan

Linked teams

Cage: front money for Player Aready at 20:45

cage

Host Linh: Player A arriving

host

Never by agentLimit raises, credit, disputes, game protection calls.

Persona 03

Cage & cashier

Retypes ID details, adds up cash per guest by hand, end-of-shift counting stress

→

Serves guests fast and accurately; agents pre-fill, aggregate and reconcile

Agents take

ID scan pre-fill & profile match
Cash total per guest across all cages (threshold watch)
Shift reconciliation, variance hints

Human keeps

Cash and chip handling
ID verification
Credit / marker decisions, report sign-off

Start → next rung

Advise (start)Approve: pre-filled reportsDelegate: reconciliation only

Agents never move money. New skill: check agent pre-fills, spot patterns, escalate early.

← scroll the wireframe sideways →

crm / cage / window-3

1Current guest · window 3

ID scan

Guest GID matched to profile ✓
member: Gold · host: Minh

RequestCash → chipsamount: —

2

Cash today · all cages + tablesclose to reporting threshold

earlier: cage 1, table V1this transactionthreshold

Report form pre-filledfrom ID + transactions · cashier checks and signs

Review

Pattern: several cash-ins just below limit, 3 cagessent to Compliance automatically

AML

3Other requests

Front money deposit · Player Afor VIP room tonight

Prepare

Marker request · Player Fcredit line check: needs credit manager

Route

Foreign exchange ratetoday's approved rate loaded

4Guest help · any language

“Why do you need my ID?” → short answer in KO / ZH / VI / EN from approved script

Agent never mentions AML review to the guest.

5Shift reconciliation

Expected vs countedmatched by agent from transactions

Variance: window 2likely cause: chip exchange not logged at 23:10

Check

Shift reportdrafted · supervisor signs

Sign

Hard limitsNo agent moves cash or chips, approves credit, or files reports. It prepares; people sign.

Persona 04

Group, MICE & event sales

Builds proposals by hand; checks rooms, ballroom and tee sheet in three systems

→

Wins and shapes events; agents assemble the package across hotel, golf and F&B

Agents take

Availability check across all venues
Proposal & package drafts
Follow-ups, contract first draft

Human keeps

Pricing & displacement call
Client relationship
Final proposal send

Start → next rung

AdviseApprove proposals (start)Delegate: standard packages

New skill: judge total group value vs what it displaces (casino players, leisure guests).

← scroll the wireframe sideways →

crm / groups / new-inquiry

1Inquiry · from email, parsed by agent Company retreat · 3 nights · ~— rooms · golf day · gala dinner

dates: flexible ±1 weekbudget: statedsource: email ↗

2Package draft · all venues checked

Part	Venue	Option A dates	Option B dates
Rooms	H	available	tight: high season
Golf day · shotgun	G	available	members' tournament ✗
Gala dinner	F ballroom	available	available
Spa slots	S	available	available

recommended: Option AEditReview proposal

3

Displacement check●●○

Option A overlaps a casino VIP event weekendRooms held for players · ask Host manager before blocking

Ask

Group value range vs displaced valuerange shown, not one number

see detail

4Pipeline · agents keep it current

Logged client callnotes → requirements

undo

Follow-up to Company Xproposal opened twice

Send

Contract for Wedding Y2 clauses off standard

To sales support

After signingAgent builds the event order and briefs hotel, golf and kitchen teams.

Persona 05

Front office & guest services

Answers the same questions, retypes requests, misses VIP recognition

→

Gives personal welcome and solves hard cases; agents handle routine requests

Agents take

Pre-arrival & check-in tasks
Routine requests (towels, late checkout, bookings)
Case summaries for hand-off

Human keeps

Welcome & recognition
Complaints & service recovery
Exceptions above limit

Start → next rung

AdviseApprove replies (start)Delegate: known requests

New skill: service recovery with full context; teach the agent good answers.

← scroll the wireframe sideways →

crm / front-office / today

1Arrivals · recognition first

Guest	Why special	Prepared
Guest A	VIP player C · host: Linh	upgrade, welcome note	Brief
Guest B	Anniversary F	cake at dinner	Brief
Guest C	Complaint last stay	manager greeting	Brief

2Handled by agent (chat, Zalo, WhatsApp, phone)

Late checkout 14:00within policy

undo

Tee time moved to 08:10 Grain forecast

undo

Restaurant table booked F

undo

sample 5 to review

3Escalated to you · why AI stopped

Noise complaint, room 1208

Wants

AI tried

Stopped

guest upset

Offer room move + F&B creditcredit above agent limit

Approve

4Tell other teams · auto

Housekeeping: room 1208 movetask created

Host Linh: her VIP player is unhappysent to host inbox

Profile updatedprefers high floor, quiet

Teach the agentSave this recovery as a playbook for noise complaints.

Persona 06

Golf operations & pro shop

Phone bookings, empty morning slots, weather chaos, separate golf member list

→

Fills the course smartly and runs tournaments; agents manage the tee sheet and guests

Agents take

Tee sheet fill & waitlist
Weather re-booking
Caddie / buggy allocation, reminders

Human keeps

Member relations
Tournament & course rules
Pricing for peak times

Start → next rung

AdviseApprove fills (start)Delegate: waitlist & weather moves

New skill: balance members, hotel guests and casino VIPs on one tee sheet with clear rules.

← scroll the wireframe sideways →

crm / golf / tee-sheet

1

Tee sheet · tomorrowrain 40% after 14:00

Time	Group	Who	Agent note
06:30	4/4	Members
07:30	2/4	C VIP player + guest	keep private · host request
08:10	1/4	H hotel guest	offer to 3 waitlisted guests
14:20	4/4	Group X	move earlier? rain risk

2

Fill plan

Offer 08:10 to in-house guests who golffrom hotel profiles · reply by chat

Late-afternoon twilight ratewithin approved price band

Run plan

3Weather plan

Move Group X to 11:40message drafted for organiser

Review

Lunch for Group X at clubhouse Fcross-sell if moved

Add

4Rules agents follow

Member priority windowsweekends before 08:00

VIP holdsreleased 24 h before if unused

Price bandmin / max per slot

Done

Caddies assigned

undo

Reminders sentwith weather note

Persona 07

F&B outlets (restaurants, bars, banquets)

Guesses covers, misses VIPs and allergies, comps checked by phone

→

Delivers personal dining; agents forecast covers and bring guest context to the table

Agents take

Cover forecast from hotel, casino, golf, events
Reservations, waitlist, guest notes
Comp & points redemption checks; review replies

Human keeps

Menu, quality, hospitality
Pricing & promotions on the floor
Recovery when things go wrong

Start → next rung

AdviseApprove plans (start)Delegate: reservations & in-policy comps

New skill: plan prep and staff from forecasts; use guest context without being intrusive.

← scroll the wireframe sideways →

crm / fnb / tonight

1

Tonight · covers forecast●●○

Outlet	Booked	Forecast	Why
Seafood grill	—	— (range)	H occupancy high
Noodle bar 24h	walk-in	peak 01:00	C VIP event ends 00:30
Clubhouse	—	lunch ↑	G tournament
Ballroom	BEO	fixed	group dinner

Prep planStaffing draft

2Guest notes · seafood grill 19:00–21:00

Table 4 · Player A + 1VIP · host Linh · window table · likes white wine

Table 7 · Guest Banniversary · cake prepared

Table 9 · Guest Hshellfish allergy · from profile

kitchen told

3Comps & points at the table

Comp for Player A appliedin host's approved budget

undo

Guest asks to pay with pointsbalance ok · above outlet cap

Approve

Comp requested for Player CRG case open → route to host manager

4After service

Reply to 3 reviewsdrafts in guest's language

Review

Complaint: slow service, table 12goes to guest profile + front office

Waste: dessert over-prepped 3 dayssuggest lower par level

Apply

5RespectStaff see preferences, not gaming amounts. Agents never show a guest's play to F&B.

Persona 08

Resort marketing & CRM campaigns

Separate lists per property, same blast to everyone, slow segment builds

→

Sets goals, brand and guardrails; agents build cross-property segments and journeys

Agents take

Segments from a brief
Variants in EN / VI / KO / ZH
Journeys, timing, tests

Human keeps

Brand & positioning
Responsible-marketing rules
Launch approval, budget

Start → next rung

AdviseApprove launch (start)Delegate: optimise live tests

New skill: briefs and guardrails; one guest across properties, not one list per property.

← scroll the wireframe sideways →

crm / campaigns / new

1“Fill weekday rooms in the rainy season. Target golfers who stayed once. Korean + English.”Plan it

2Generated plan

3Audience preview

n matchn will get it

Left out, with reasons:
· RG self-excluded / flagged
· no marketing consent
· has a casino host (host decides)
· stayed in last 30 days

Offer

Stay & play HG2 nights + 2 rounds

Add-on Srain-day spa credit

no gaming offer in this campaign

Content · 3 variants

A

B

C

brand ✓EN · KO

success = booked room nightsLaunch 10% testLaunch all · needs approval

4Guardrails · set once

RG exclusion listalways applied, cannot be removed

Gaming content rulesper market & channel

Consent per channelemail, Zalo, SMS

Frequency capacross all properties

Host-owned guestshost approves contact

Enforced on the server: a plan that breaks a rule cannot launch.

Persona 09

Loyalty (one card, all properties)

Separate points per outlet, same reward for everyone, manual tier reviews

→

Designs one member journey across casino, hotel, golf, F&B and spa; owns program economics

Agents take

Next-best reward per member
Lapse & tier-drop signals
Point disputes within policy

Human keeps

Tier rules, earn & burn rates
Points liability & comp budget
Fairness across members

Start → next rung

AdviseApprove offers (start)Delegate: rewards under a per-member cap

New skill: program economics across properties; simulate rule changes before members feel them.

← scroll the wireframe sideways →

crm / loyalty

1Where members earn and burn

	Earn	Burn	Note
C Casino	rated play	free play, comps	largest earn
H Hotel	room spend	room nights
G Golf	green fees	rounds	low burn: opportunity
FS F&B / Spa	spend	credits

Points liability

vs budget

2

Next-best reward · by segment

Segment	Reward	Why
Hotel-only Gold, plays golf elsewhere	Free round G	cross-property	okeditdrop
Near next tier	Bonus stay points H	close to tier	okeditdrop
Casino members, lapsing	→ host decides	host-owned	okeditdrop

Left out: RG self-excluded / flagged · opted out · reward in last 14 days

3

What-ifSimulate

“Let golf spend count toward casino tier”

Who moves up

Liability range

Who loses out

4Member requests · agent

Missing golf points restoredreceipt matched

undo

Tier benefits explainedin KO, via app

Points transfer to familyabove cap → you

Review

Many cards, one device, fast redemptions→ Compliance

AML

Persona 10

Promotions & programs (casino + resort)

Promo set up in spreadsheets; reinvestment cost known after the month closes

→

Tests promos before launch and runs them with live guardrails on cost and well-being

Agents take

Reinvestment & uplift simulation
Stacking / conflict checks
Live monitoring, abuse watch

Human keeps

Budget, terms, eligibility
Go / stop decision
Regulator-sensitive wording

Start → next rung

AdviseApprove launch (start)Delegate: auto-pause on guardrail

New skill: set guardrails as numbers (reinvestment %, budget, abuse rate).

← scroll the wireframe sideways →

crm / promotions / new

1“Lunar New Year: lucky draw for members, hotel package, golf tournament. Budget capped.”Draft

2Program spec · editable

Lucky draw Centries from rated play · terms template T-9

edit

Stay package HF3 nights + reunion dinner

edit

Tournament Gmembers + in-house guests

edit

EligibilityRG exclusions · local entry rules · age

locked

3

Simulation●●○

Incremental visits (range)

Reinvestment vs target

based on last 2 Lunar New Year programs

4Checks before launch

Stacks with loyalty 2× points weekendreinvestment above target for top tier

Block stacking

Draw wording needs compliance reviewgaming promotion rules

Send to Compliance

Hotel inventory held for packagereleased if unsold by date

Launch pilotLaunch all · needs approval

5

Live programsStop all

Weekend free-play

budget used · on track

Referral voucherAuto-paused: many new cards from one source, quick cash-out pattern

EvidenceResume

Guardrails

Reinvestment cappause at limit

Abuse ratepause + alert Compliance

Persona 11

KYC, AML & responsible gaming

Manual ID checks, paper threshold reports, RG cases found too late

→

Decides on real risk and protects guests; also governs what agents say and offer

Agents take

ID & entry eligibility checks
Transaction monitoring, threshold reports drafted
RG signal detection, evidence packs

Human keeps

Every reject and high-risk approve
Suspicious-activity filing
RG interventions & exclusions

Start → next rung

AdviseApprove (start)Delegate: low-risk pass + sampled review

Agents may never reject, file or exclude on their own. New skill: audit AI decisions, tune rules.

← scroll the wireframe sideways →

crm / compliance / cases

1Cases by risk

AML · Highcash buy-ins split below threshold

RG · Mediumplay pattern change (from host)

KYC · MediumID / profile mismatch

Loyalty · Mediumpossible redemption ring

Agent output review

promo wording · 2host messages · flagged 1

2AML case · timeline across properties

Time	Where	Event
20:10	C	cash buy-in, below threshold
20:45	C	cash buy-in, below threshold, other cage
21:30	C	minimal play, cash-out request
22:00	H	room paid in cash

pattern: structuring?●●○rule A-3 + model · reasons kept

3RG case · signals, not labels

Visit frequency up, session length upsource: rated play

Host notes: guest mentioned money stresssource: host voice memo

While open: all marketing and comp offers to this guest are paused.

4Your decision · reason required

ClearRequest source of fundsFile reportRG conversationExclude

Reason (goes into the audit record)…

Agent never tells the guest about an AML review.

5Audit trail

Transactions linkedmonitoring agent v3

Report draft preparednot filed

Waiting for officer

Export for regulator

Data stays in country · access logged · retention per regulation.

Persona 12

Sales support & reservations desk

Builds every quote, rate check, BEO and contract by hand

→

Owns non-standard deals and quality; agents produce standard quotes, BEOs and bookings

Agents take

Room-rate & package quotes
Event orders (BEO) from proposals
Contract first draft vs playbook

Human keeps

Rate & term exceptions
Redlines
Approved package & clause library

Start → next rung

AdviseApprove (start)Delegate: standard quotes & bookings

New skill: maintain the library agents answer from; review only deviations.

← scroll the wireframe sideways →

crm / sales-support

1Requests

Rate quote · travel agent

done · 2 min

Wedding contract

2 clauses off standard

BEO · Company retreat

menu change after signing

Golf group booking

tee times held · undo

2BEO · Company retreat · built from signed proposal

Day	Venue	Item	Team
1	H	arrival, welcome drinks	Front office, F&B
2	G	shotgun start, lunch	Golf, F&B
2	F	gala dinner · menu change	Kitchen

changed: menu v2 · cost +Send to client

3Wedding contract · deviations

Cancellation: client asks 30 daysstandard: 90 · fallback allowed: 60

Offer fallback

Outside vendor for decorationneeds F&B director OK

Route

All other clauses match standard

view

4Library health

Packages with old pricesagent asks owners

Most-edited clausescandidates for new version

Handoffs

Deposit received → Finance

High-value guest KYC pendingbooking held until pass

KYC

Persona 13

CRM admin → Agent Ops

Builds fields, reports and integrations for each property separately

→

Designs, governs and evaluates one agent workforce across all properties

Agents take

Report & view building
Profile merge across systems
Docs from real prompts

Human keeps

Permissions & data boundaries
Autonomy promotions
Kill switch, incidents

Start → next rung

AdminAgent builderAgent Ops owner

New skill: evals, tool / MCP connections to casino, hotel PMS, tee sheet and POS systems; audit.

← scroll the wireframe sideways →

crm / agents / comp-agent

1Agent registry

Agent	One job	Properties	State	Last eval
Comp agent	Drafts comps in budget	CHF	Live	pass
Concierge	Guest requests	HGFS	Live	pass
Tee sheet filler	Fills empty slots	G	Testing	1 fail
AML monitor	Links transactions	CH	Live	pass

2Comp agent · data it may touch

reads: rated play summary, stays, F&Bwrites: comp drafts only

never reads: AML case notesacts as: requesting host

RGexclusion list checked on every call

3Evals · golden set

within budgetRG respectedtoneRun eval

Request promotion → auto (F&B comps under cap)

4Connected systems

Casino management CHotel PMS HTee sheet GPOS FSLoyaltyMessaging: Zalo, WhatsApp, KakaoTalk

5

Audit logPause agent

Comp → Player A dinnerapproved by host · 10:02

Comp → Player Cblocked: RG flag

ok

Cost this week— (cap set)

Every action keeps: who asked, what agent read, tool calls, output, human decision.

Persona 14

Resort leadership (GM / property heads)

Separate weekly reports per property; cross-property questions take days

→

Asks one question across the resort, decides and delegates in the same place

Agents take

Analysis across casino, hotel, golf, F&B
Live views
Follow-up tasks

Human keeps

Direction & trade-offs
Responsible-gaming stance
Agent workforce policy

Start → next rung

Ask (start)Pin live viewsDelegate follow-ups

New skill: ask sharp cross-property questions; read confidence and sources.

← scroll the wireframe sideways →

crm / ask

1“Do golf guests spend more across the resort than other hotel guests?”mic

2Answer · verdict first Yes, mainly in F&B and spa. Casino visits are similar.

●●○medium: walk-in F&B not linked to profiles

generated chart: spend per stay by property, golf vs non-golf guests

Drivers

1. Clubhouse lunch + dinnersource: POS ↗

2. Spa after roundsource: spa bookings ↗

3. Longer stayssource: PMS ↗

3Pin as live viewShare to TelegramAsk Marketing for a stay & play planuses your permissions

4Live views

Tonight: VIP arrivals & room status

Weekend tee sheet fill

+ describe a new view

Agent workforce & safety

auto actions— this week

RG cases opened / closed—

Incidents0 open

Persona 15

Guest / member

Calls each outlet, repeats preferences, waits in line

→

One concierge for the whole resort in their own app or chat; a person one tap away

Agents take

Bookings across hotel, golf, dining, spa
Points & tier questions
Proactive updates (weather, ready room)

Human keeps

Choice to talk to a person
Consent, and self-exclusion control

1Resort conciergeAI4Talk to a person

Welcome back. Your room is ready early. Rain after 2 pm tomorrow; want an earlier tee time?

Yes, and dinner for 2 after.

2Your plan · tomorrow

G Tee time 07:30 → 07:10caddie: same as last time

F Seafood grill · 19:00 · 2window table

points: — earnedConfirm

Done. Your host Linh says hello.

3Settings → Responsible gaming: limits, cool-off, self-exclusion

Message…mic

Channels (one concierge, one memory)

Resort appZaloWhatsAppKakaoTalkWeChatVoice

Same profile behind every channel and language. The host and front desk see the same conversation.

Pattern kit

Reusable parts used across all resort screens. Agents can render only from this approved kit.

Autonomy marker

Shape, not colour.

adviseapproveauto

Property tag

Shows which venue an item touches.

CHGFS

RG lock

Hard stop. Removes the guest from offers and cannot be edited away.

RGoffers paused · check task created

Approval card

Agent · what · why · source · confidence → actions.

Dinner comp · Player A FComp agent · in budget · ●●●

Approve

Arrival brief

One card, all properties, before the guest arrives.

Hroom prefGtee timeFdining

Plan card

Step-level run / edit / skip.

1

Step

runeditskip

Simulation range

Low / likely / high vs budget or reinvestment target.

Guardrail auto-pause

Rules stop; only a human resumes.

paused: reinvestment capResume

Cross-property timeline

Events from all venues in one time line (AML, service recovery).

C20:10C20:45H22:00

Handoff summary

Agent → human, context kept.

Wants

Tried

Stopped

Who is left out, and why

Before any batch: match, act, excluded + reasons.

n matchn actRG · consent · host-owned ▾

Error: what / why / next

Never fail silently.

Tee time not moved. Tee sheet offline. Retry