Since 2025, Kiotel and Broadband Hospitality (BBH) have partnered to bring live agent assisted guest service kiosks to hotels. We’re sharing a closer look at that ongoing relationship, how our services work together, and what it offers hotel operators considering additional front desk coverage.
The partnership brings together two connected parts of the guest experience: access to someone who can help and the technology that makes that connection possible. Kiotel provides live, remote guest service agents through on-property kiosks, while BBH provides kiosk installation and around-the-clock technical support.
BBH first shared the partnership in June 2025. You can read Broadband Hospitality’s original announcement for more background.
Another way to support front desk coverage
For hotel operators, deciding how to cover the front desk means thinking about the needs of both guests and staff. Overnight hours and periods with limited staffing can require a different approach to coverage.
Kiotel gives hotels an option for supplementing that coverage through a kiosk that connects guests with a live, remote agent. The service allows operators to consider remote guest support as part of their staffing approach, with coverage based on the property’s needs.
In BBH’s original announcement, John Troutwine, SVP of Sales, highlighted the opportunity for extended stay properties, noting that the “augmentation of front desk staff during certain hours can be a game changer.”
That use case helps explain the thinking behind the partnership. A property considering remote guest service needs to understand how guests will access an agent, how the kiosk will be installed, and who will support the equipment.
How Kiotel and BBH work together
Kiotel’s role centers on the guest service platform and the people behind it. Guests connect through the kiosk with live agents employed by Kiotel, whose team is trained and managed by an ownership group with hotel operating experience.
BBH brings its experience with hotel networks, installation, and ongoing technology support. Through the partnership, BBH offers Kiotel’s service to hotels, installs the kiosks, and provides 24/7 technical support for the equipment.
For properties already using BBH’s network services, this offers a way to explore live agent assisted kiosks with a technology provider they already know. It also connects the conversation about guest service coverage with the practical work of installing and supporting the system on the property.
In the original announcement, Kiotel founder Raj Patel pointed to BBH’s existing hotel network relationships, describing the combination as “a natural fit to provide economical, high-quality deployments.”
Considering the fit for your property
Each hotel has its own coverage requirements. For some operators, the starting point may be a specific overnight shift. Others may be considering broader remote agent coverage to support their on-site team.
The useful starting point is the property’s day-to-day operation: when additional guest support is needed, how remote agents would fit into the existing front desk approach, and what technology support is required.
Our partnership with BBH brings those service and installation considerations into the same conversation. We’re pleased to share more about this ongoing work and to help hotel operators understand whether live agent assisted kiosks are a fit for their properties.
To learn more about Kiotel and our partnership with Broadband Hospitality, contact our team to discuss your property’s guest service and coverage needs.