AI Concierge Chatbot for a Full-Service Resort

Overview

Built an AI concierge chatbot for a full-service resort that handles guest questions about amenity hours, restaurant reservations, spa availability, and local recommendations around the clock. Before the chatbot, these requests all funneled through the front desk phone line, which became a bottleneck during check-in and check-out rushes. The chatbot connects to the resort's actual amenity booking systems so it can check real availability rather than giving generic answers, and it escalates anything requiring staff judgment — like a service complaint — directly to the relevant department. It was built to reflect the resort's warm, upscale brand voice rather than sounding like a generic customer service bot. Guest questions about amenity hours, restaurant reservations, spa availability, and local recommendations all funneled through the front desk phone line at a full-service resort, becoming a bottleneck during check-in and check-out rushes. We built an AI concierge chatbot connected to the resort's actual amenity booking systems, so it checks real availability rather than giving generic answers, escalating anything requiring staff judgment directly to the relevant department. We connected the chatbot to the resort's real amenity booking systems first, since inaccurate availability answers would erode guest trust immediately. It launched during a lower-occupancy period to validate escalation routing before covering peak season. Front-desk call volume for routine amenity and information requests dropped by an estimated 35%, freeing staff to focus on guests actually at the desk during the busiest arrival and departure periods.