Langham Hospitality Group has launched a set of artificial intelligence tools intended to support guest enquiries, staff access to information and internal commercial analysis.
The tools are being rolled out across the group’s portfolio of 31 hotels across four continents, covering its brands The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo.
The first system allows guests to submit questions through text-based channels including email, WhatsApp, WeChat and Instagram, with responses available in multiple languages.
However, guests can still choose to speak directly with hotel staff. The group said the system is designed to provide information and route enquiries to relevant teams, with further functions planned at a later stage.
A second system is aimed at staff and provides access to operational information such as procedures, standards and guidance.
The tool is intended to reduce time spent searching for information and support consistency across departments. Further development is expected to include task guidance and compliance monitoring.
Lastly, the third system analyses booking data, demand indicators and aggregated guest behaviour to produce recommendations for commercial teams.
It aims to support decisions on pricing, timing and marketing activity, with additional analytical functions planned in future.
Langham Hospitality Group said the launch followed earlier technology investments across its hotels, including systems related to building management, check-in and property operations.
Bob van den Oord, chief executive of Langham Hospitality Group, said: “Personal and intuitive guest care, strong colleague development, and informed commercial decision-making have always been central to how we operate.
“These new tools extend that approach by allowing us to respond to the shift in how people access information, whether they’re guests planning a stay, frontline team members sharpening their skills, or marketing executives exploring emerging travel trends.”
