Multilingual AI Concierge for Resort
5-star resort in Sardinia - 120 seasonal employees, 85 rooms, 70% international clientele
65%
Requests handled without human intervention
+45% (excursions, spa, restaurants)
Ancillary service revenue
+0.6 points (from 8.2 to 8.8/10)
Average review score
+120,000 EUR/season
Automated upselling
12 (previously 3)
Languages supported
The problem to solve
The concierge desk handled 150+ requests/day during peak season from guests speaking 8+ different languages. Only 2 staff members were fluent in English and German. Restaurant, excursion, and spa booking requests were lost or handled with delays, penalizing the guest experience and online reviews (average score 8.2/10).
What we implemented
Multilingual AI concierge accessible via WhatsApp, in-app chat, and lobby kiosk, handling requests in 12 languages: restaurant and experience bookings, resort service information, personalized suggestions based on guest preferences and weather conditions, transfer and excursion booking with local partners.
Measured impact
Requests handled without human intervention
65%
Ancillary service revenue
+45% (excursions, spa, restaurants)
Average review score
+0.6 points (from 8.2 to 8.8/10)
Automated upselling
+120,000 EUR/season
Languages supported
12 (previously 3)
Timeline
8 weeks (4 development + 2 PMS integration + 2 pre-season)
Investment
45,000 - 65,000 EUR (Sardinia Digital Tourism Grant up to 120,000 EUR)
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