SmartStay – AI Agent for a Smart Hotel Experience

Challenge

At many hotels, receptionists and operations departments handle hundreds of requests a day — room service, repairs, dining, travel information and more.

The process was mainly phone calls and scattered Zalo messages, which led to:

• Guests waiting – an inconsistent experience
• Staff overload – SLAs hard to control
• No centralised data – no way to optimise operations

Guests had to remember several phone numbers, wait on hold and repeat their requests. Staff struggled to track which requests were done and which were still pending.

The solution: SmartStay — an AI agent as the communication hub

SmartStay is an AI agent and chatbot integrated with OnePMS, acting as the single point of contact between guests and the hotel.

For guests

• AI Agent 24/7: ask anything about the hotel, dining, travel or services
• Service requests in plain conversation: “More towels please”, “The air conditioning is not cooling”, “Book dinner in the room”
• Real-time status tracking: the AI notifies the guest when a request is completed
• Check-in / Check-out nhanh: photograph the ID or passport, confirm check-out

Fewer taps, less typing, and no need to understand the hotel’s internal process

For the hotel (back office)

• The AI turns conversations into tickets automatically
• Tickets are classified and routed to the right department (housekeeping, engineering, F&B, front office)
• Staff only have to accept the job and update its status
• The dashboard tracks SLAs, reduces missed jobs and standardises service quality

Reception and operations are no longer a manual switchboard

Results

• 70% fewer calls to reception
• Response time under 30 seconds for 95% of requests
• Guest satisfaction up 35% in the post-stay survey
• Staff productivity up 40% thanks to automatic ticket routing
• 100% of requests traceable through one central dashboard

The hotel now has a complete view of service delivery, with the analytics to keep improving operations.