AI Concierge Platform for Multi‑Property Hotel Network

AI Concierge for a Hotel Network is an AI‑driven virtual assistant built to enhance the guest experience across a US‑based hotel network operating 15+ properties. The goal was to automate guest support tasks — such as check‑in assistance, room service requests, and local recommendations — while integrating seamlessly with the client’s Property Management System (PMS) and existing mobile/web apps.

24/7 Virtual Concierge: Handles booking confirmations, check‑in/out support, and room service requests automatically.

Seamless PMS Integration: Connected the AI agent to the client’s PMS, booking engine, and room service system through a custom middleware API.

Multi‑Language Support: Implemented AI‑powered translation for guests from 12+ countries, tuned for hospitality vocabulary.

Voice & Text Accessibility: Supports speech recognition, with noise reduction and fallback to chat interface via tablets and mobile apps.

Local Recommendations Engine: Provides real‑time suggestions for nearby restaurants, attractions, and hotel services.

AI Layer: LLM integration with fine‑tuning for hospitality context

Backend: Custom middleware with queue‑based architecture for fault‑tolerant PMS connection

Frontend: Web and mobile app support (React / Flutter / API integration)

Voice Processing: Speech recognition with preprocessing and fallback mechanisms

Translation API: Multi‑lingual AI translation engine with domain adaptation

Unstable PMS API: Designed a middleware to manage retries and prevent downtime.

Multi‑Language Accuracy: Used domain‑specific fine‑tuning to ensure natural, context‑aware translations.

Noisy Environments: Added speech preprocessing and automatic text fallback for better voice recognition reliability.

To create an AI concierge system that empowers hotels with intelligent guest interaction, reduces staff workload, and improves the overall hospitality experience through continuous automation and personalization.