Sub-function
Hospitality & Reception
Owns visit work end to end inside Administration. Runs 3 lines across 16 stations, drains the repeatable share into the S2P tower, and holds 1 human gates.
Estate rating
A
80 / 100
Pre-registration, booking and catering are transactional. Physical credential issue holds a gate because it grants building access.
Agents
9
Lines
3
Units / wk
9,810
Timetable vs actual
12.3h → 13.5h
Cost / unit
$10
was $33
Run-rate saving
$11.7M
annualized at this volume
The 9 agents running this sub-function
Grouped by what they are for, not by where they sit. The agent org is process-shaped.
Hospitality Orchestrator
Owns the hospitality & reception lane end to end. Sequences the other agents, holds the timetable, and decides what surfaces to a human.
ceiling A4 · escalates to Escalates to Manager, Hospitality Services when the unit falls outside the decision envelope or confidence drops below the floor.
Visitor Pre-registration Agent
Runs the repeatable portion of hospitality & reception inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Manager, Hospitality Services when the unit falls outside the decision envelope or confidence drops below the floor.
Catering Coordination Agent
Runs the repeatable portion of hospitality & reception inside the shared transaction spine at spine cost and spine controls.
ceiling A4 · escalates to Escalates to Manager, Hospitality Services when the unit falls outside the decision envelope or confidence drops below the floor.
Access Credential Agent
Executes the hospitality & reception step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Manager, Hospitality Services when the unit falls outside the decision envelope or confidence drops below the floor.
Front-of-House Agent
Executes the hospitality & reception step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Manager, Hospitality Services when the unit falls outside the decision envelope or confidence drops below the floor.
Meeting Room Agent
Executes the hospitality & reception step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Manager, Hospitality Services when the unit falls outside the decision envelope or confidence drops below the floor.
Visitor Experience Agent
Executes the hospitality & reception step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A4 · escalates to Escalates to Manager, Hospitality Services when the unit falls outside the decision envelope or confidence drops below the floor.
Site Access Policy Agent
Holds the rules that bind every other agent in hospitality & reception. Versions them, tests them against live decisions, and blocks work that breaches them.
ceiling A4 · escalates to Escalates on any decision that would breach a live policy version, with the clause cited.
Hospitality & Reception Challenger Agent
Adversarial reviewer for hospitality & reception. Argues the opposite case on every position and flags where the evidence does not carry the claim.
ceiling A4 · escalates to Escalates when a ratified position is still running against a break condition it flagged.
Estate rating breakdown
Seven control dimensions. Judgment readiness runs against autonomy on purpose.
People
What the humans stopped doing, and what they do now.
Roles held flat; released hours absorbed volume growth rather than headcount reduction.
Lines running in this sub-function
Each line is a workflow. Click a line to walk it station by station.
Strategy positions this sub-function holds
An agent that only executes is a robot. These are the calls it made, the argument against each one, and what would prove it wrong.
Hospitality & Reception Operating Position
In challengev1What operating shape carries twice the current visit volume without adding headcount, and what breaks first if we are wrong?
Hold the ceiling at A4 for hospitality & reception. Pre-registration, booking and catering are transactional. Physical credential issue holds a gate because it grants building access. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.
confidence
63%
The challenge — Hospitality & Reception Challenger Agent
Hospitality & Reception Challenger Agent argues the recommendation leans on 2 quarters of data from a period with no volume shock. The confidence band overlaps the alternative, and the position does not say what it would take to be wrong. Recorded as a dissent, not a block.
Break conditions
- ·Override rate rises above 13 percent for two consecutive months
- ·Cost per visit stops falling while volume keeps rising
- ·A control failure in this lane reaches a customer or a regulator
Evidence gaps
- ·No external comparator on a like-for-like unit definition
- ·Exception cases under $18k are sampled, not fully measured
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $336k run rate | Known and priced. Cedes ground if comparators move faster. | live |
| Raise the ceiling one level now | $1322k to build controls | Override rate is 7 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $779k transition | Loses local context. Rework risk on the cases that are hardest to recover. | under review |
Policy register
The rules the agents above are bound by. Version, owner, approver, and the agents each rule constrains.
| Ref | Rule | Scope | Owner agent | Approved by | Version | Status |
|---|---|---|---|---|---|---|
| AD11-POL-200 | Hospitality & Reception Decision Envelope Agents in this lane may act without a human when the visit sits inside the stated value, risk and confidence envelope. Outside it, the unit holds at a gate with a named approver and a running clock. binds 6 agents · EU · UK | envelope | Site Access Policy Agent | Manager, Hospitality Services | v3.5 | Superseded |
| AD11-POL-201 | Hospitality & Reception Evidence Standard Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. An action with no evidence record is treated as a control failure, not a fast decision. binds 6 agents · US · Canada | evidence | Site Access Policy Agent | Manager, Hospitality Services | v2.7 | Active |
| AD11-POL-202 | Hospitality & Reception Escalation Rule Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. Manager, Hospitality Services owns the response clock. binds 6 agents · LATAM · US | escalation | Site Access Policy Agent | Manager, Hospitality Services | v4.2 | Active |
| AD11-POL-203 | Hospitality & Reception Autonomy Ceiling The ceiling for this lane is 90 on the platform scale. Pre-registration, booking and catering are transactional. Physical credential issue holds a gate because it grants building access. The ceiling is a governance decision, not a technical limit, and only Manager, Hospitality Services can propose moving it. binds 6 agents · APAC | ceiling | Site Access Policy Agent | Manager, Hospitality Services | v1.0 | Active |