Technology

Millennium Hotels and Resorts tap AI voice assistant to enhance guest experience

Photo: piter2121 - stock.adobe.com

December 4, 2024

Millennium Hotels and Resorts has deployed the Aiello AI-powered voice assistant to enhance the guest experience by providing personalized, voice-activated services.

Millennium Hotels and Resorts is a global hospitality group with properties spanning four continents and 80 destinations. MHR owns, manages and operates over 140 properties worldwide including in New York, Los Angeles, London, Paris, Dubai, Abu Dhabi, Auckland, Beijing and Singapore.

The brand is also establishing new benchmarks for operational efficiency and environmental sustainability with the technology, according to a press release

Aiello is a startup specializing in natural language processing. The hotel chain is placing the voice assistant across six properties in Singapore and Thailand.

"Millennium Hotels and Resorts distinguishes itself by leveraging cutting-edge technology and is committed to delivering exceptional guest experiences with a Blue Ocean Strategy mindset," Saurabh Prakash, interim chief operating officer and chief commercial officer at Millennium Hotels and Resorts, said in the release. "By embracing Aiello's AI technology, we're adopting a data-driven approach that allows us to better understand guest preferences, enabling us to deliver personalized services while unlocking new revenue opportunities."

As the first hotel in MHR group to implement AVA, M Social Hotel Phuket has achieved significant success in transforming guest services.

"Our goal was not only to enhance operational efficiency but also to deliver a seamless, enjoyable experience for our guests," Pjey Mayandi, general manager of M Social Hotel Phuket, said in the release. Serving as the hotel's central hub, AVA integrates cloud-based phone systems, task management, in-room dining, and smart room controls, significantly streamlining operations. Since replacing traditional in-room phones, M Social Hotel Phuket has seen a significant reduction in call volumes, further showcasing the system's effectiveness.