Overview
AI Concierge, powered by our AI assistant "Ivy," revolutionized hotel guest communication by providing automated, intelligent text messaging throughout the guest journey. From pre-arrival information to real-time concierge services, Ivy handled guest inquiries autonomously while maintaining a personal touch.
The platform helped hotels reduce front desk workload, improve guest satisfaction scores, and generate additional revenue through automated upselling of accommodation offers and room service.
Key Features
Pre-Arrival Communication
Ivy automatically texts guests before their reservation to provide essential information about their stay, including check-in procedures, parking details, amenities, and local recommendations. This proactive communication reduced front desk inquiries by 40%.
Seamless Check-In Experience
Guests could complete check-in via text message, including ID verification and payment confirmation. Mobile key integration allowed guests to bypass the front desk entirely and go straight to their room.
24/7 Concierge Services
Ivy answered guest questions autonomously around the clock - from WiFi passwords and pool hours to restaurant recommendations and transportation requests. When human assistance was needed, conversations seamlessly transferred to hotel staff.
Revenue Generation
The platform automatically offered room upgrades, late checkout, spa appointments, and room service at optimal moments during the guest journey, increasing ancillary revenue by an average of 15%.
Impact
- Automated over 50% of guest inquiries without human intervention
- Reduced front desk call volume by 40%
- Increased guest satisfaction scores by 20%
- Generated 15% increase in ancillary revenue through automated upselling
- Deployed across 500+ hotel properties worldwide
- Handled millions of guest conversations monthly
My Role
As Head of Product at Go Moment, I led the development and evolution of the AI Concierge platform. Key responsibilities included:
- Defined product vision for AI-powered guest communication
- Designed conversation flows and AI response training for hospitality use cases
- Built integrations with Property Management Systems (PMS), mobile key providers, and payment systems
- Developed omni-channel support across SMS, WhatsApp, webchat, Alexa, and Google Assistant
- Established metrics and reporting for guest engagement and ROI tracking
- Led partnerships with major hotel brands including Best Western, Radisson, and Caesars