AI Concierge Agent for a Hotel Network
Making the guest experience better with a smart assistant
AI development
Hospitality
6 months
Web, Mobile
About the project
A US-based hotel network with 15+ properties across multiple cities wanted to upgrade the guest experience and reduce front-desk workload. Their existing property management system (PMS) handled reservations and billing, but guest interactions like check-in questions and room service requests were handled manually. It resulted in long wait times and reduced guest satisfaction. The client approached our agency to design and implement an AI concierge agent capable of handling guest inquiries, automating requests, and integrating with existing hotel systems.
The client had
Property Management System (PMS)
Booking engine
A mobile app and website
Room service system
We were responsible for
AI concierge development
System integration
Multi-platform support
Team
To achieve all the goals, we combined the following professionals
Development process
All our projects go through an established development process that has been proven with multiple successful results.
Project timeline
Key AI concierge features
Things the final solution can do.
Tech stack
The technologies we used to realise the LLM integration smoothly.
Development challenges and solutions
What we faced during the development process.
PMS integration
Challenge: PMS API had limited documentation and inconsistent performance.
Solution: We built a middleware service with a queue-based architecture to handle retries and avoid downtime.
Multi-language support
Challenge: The hotel network has guests from 12+ countries.
Solution: Our team used AI translation APIs combined with domain-specific fine-tuning to avoid awkward translations.
Voice in noisy environments
Challenge: During the pilot project, in-room voice recognition sometimes struggled with TV/kids/background chatter.
Solution: We added speech preprocessing and fallback to text chat on tablets/phones.
Result
We developed an AI concierge agent that serves as a 24/7 virtual assistant for hotel guests. The agent handles booking confirmations, check-in/check-out support, room service orders, facility information, and local recommendations.
35% reduction in front-desk call volume.
22% increase in guest satisfaction scores.
Positive feedback from both staff and guests.
