Grand Pacific Hotels
Guest experience app & concierge platform
4.8★
App Store rating
24 min → 9 min
Request fulfilment time
+34 points
Guest satisfaction (NPS)
62%
AI concierge resolution rate
The challenge
Guest requests were handled via radio and handwritten notes across eight properties. Fulfilment times and guest scores suffered.
Grand Pacific Hotels operates eight luxury properties across Southeast Asia. Guest service requests — room service, housekeeping, concierge bookings, maintenance — were handled via radio and handwritten paper logs. Request fulfilment averaged 24 minutes, well below the brand's 12-minute standard. Guest satisfaction scores had declined for three consecutive quarters.
Our approach
Guest journey mapping
We conducted a two-week observational study across two properties — tracking every guest touchpoint from check-in to departure. 340 discrete interaction points were identified; 78 of them involved staff time that could be partially or fully automated.
Native app & backend
A native iOS and Android app was built alongside a staff-facing web dashboard and a backend that integrated with the property management system. Guests could raise requests, track fulfilment status in real time, and communicate with concierge via the app.
AI-assisted concierge
An AI concierge handles common queries (restaurant recommendations, transport bookings, local information) instantly. Complex or preference-specific requests are routed to human concierge with full conversation context. The AI handles 62% of concierge volume without escalation.
“We've tried three previous tech solutions that guests simply didn't use. This one had 74% adoption within the first month.”
Isabelle Tan
Group General Manager, Grand Pacific Hotels
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