Harborlight Hotel AI Concierge Agent

The challenge

Before

Harborlight is a 38-key boutique property in Sheung Wan with a strong international guest mix. Front-desk and concierge staff were fielding roughly 240 guest queries a day in four languages — directions, restaurant recommendations, late check-out requests, laundry pickup, transport. The two-person concierge shift could not give every guest the unhurried attention the brand promised, and after-hours queries were either missed or escalated unnecessarily to the duty manager.

• 240 daily guest queries across four languages handled by two-person shifts
• Recommendations given quickly under pressure, often missing the better option
• After-hours queries either missed or escalated to the duty manager
• Restaurant reservations made by staff phoning around mid-conversation
• Repeated questions (wifi, breakfast, gym hours) consuming concierge bandwidth
• Multilingual coverage uneven — Japanese support depended on one staffer
• No record of what each guest had asked or been told
• Brand-voice consistency varied between staff members

The solution

What we built

We deployed a guest-facing concierge agent that lives in-room (via QR-code chat), in the hotel app, and on WhatsApp / WeChat / LINE for guests in their preferred channel. The agent answers in English, Cantonese, Mandarin, and Japanese with brand-trained voice. It handles factual queries directly (hours, amenities, transport), executes transactions through integrations (restaurant booking via Hong Kong booking platforms, in-room dining via the PMS F&B module, housekeeping requests routed to the duty queue), and escalates anything ambiguous or sensitive to a human concierge with full context attached. Every interaction is logged against the guest profile, so the next morning's concierge knows the guest asked about hiking trails the night before. Brand voice is consistent because the agent is trained on curated examples — recommendations match what the hotel actually wants to recommend, not generic TripAdvisor noise.

How the system flows

1. Guest Query→Language Detection→Intent Classification
2. Factual Answer→Branded Response→Conversation Log
3. Booking Request→Integration Call→Confirmation→Folio Update
4. In-room Service Request→Duty Queue→Staff Acknowledgement→Closure
5. Ambiguous or Sensitive→Human Concierge Escalation with Full Context
6. Curated Recommendations→Brand Voice→Hotel-preferred Vendors

• Multichannel access via in-room QR, hotel app, WhatsApp, WeChat, LINE
• Guest profile memory carried across interactions and stays
• Conversation handoff to next-shift concierge with summarized context
• Quality review queue surfacing low-confidence agent responses for tuning