HCN to Debut Its ‘AI Concierge’ on In-Room Tablets at HITEC Charlotte

HCN to Debut Its ‘AI Concierge’ on In-Room Tablets at HITEC Charlotte

By Nishang Narayan

Published on June 30, 2024

At HITEC 2024, Hotel Communication Network (HCN) is set to reveal AiMe, an innovative AI-powered in-room tablet that will transform the guest experience in hotels. From June 25 to 27, attendees can visit Booth #3836 at the Charlotte Convention Center to see this cutting-edge technology in action.

AiMe, the AI Concierge, allows guests to request services, communicate needs, and place F&B orders from local restaurants using natural language voice commands in multiple languages. The system uses advanced natural language processing to understand unstructured requests, translating them into actionable tasks that are seamlessly relayed to hotel service systems and staff.

A Seamless Guest Experience

AiMe provides a personalized and efficient service experience:

  • AiMe: “Hello Mr. Stevens. I’m AiMe. How can I be of service?”

  • Mr. Stevens: “I’d like to order lunch.”

  • An ordering screen appears.

  • AiMe: “May I verbally take your order or would you like to see the menu?”

  • Mr. Stevens: “Yes, please take my order. I’ll have . . .”

Meals are delivered to the specified location, enhancing guest convenience and satisfaction.

Neil Schubert, HCN Product Officer and former Advisory Board member of Hotel Financial and Technology Professionals (HFTP), emphasized the importance of AiMe: “Leveraging technology for room service and service requests is not new, but existing solutions have shortcomings. AiMe addresses these by allowing guests to make requests in their preferred language directly through the in-room tablet, bypassing the front desk and streamlining the process.”

image

Enhancing Hotel Operations

At HITEC, HCN will highlight AiMe's capabilities, including:

  • Interpreting Tone and Escalation: AiMe can recognize guest frustration and escalate requests to managers.

  • Granular Housekeeper Location Tracking: Integrates with panic button platforms to provide precise locations of housekeepers in distress.

  • Room Status Updates: Housekeepers can update room status via voice or typing, integrated with the hotel’s PMS.

  • Replacing In-Room Electronics: AiMe eliminates the need for outdated electronics, including TVs, alarm clocks, and bedside phones.

  • Personalizing Experiences: Guests can control room environments and make service requests using natural language commands.

  • Broadening App Adoption: Promotes brand app usage, reaching all guests through the in-room tablet.

  • Reducing Room Clutter: Eliminates printed materials and QR code table tents, providing a cleaner room environment.

Interactive Guestroom Tablet

The AI-Powered Navigator 2.0 tablet platform offers:

  • Modern Interface: Netflix-inspired UI with compelling content in multiple languages.

  • Immediate Content Updates: Hotel staff can update guest room devices instantly.

  • High-Quality Speaker Base: Bluetooth pairable with USB A&C charging points and HD graphics. The base also functions as a voice assistant.

“We invite everyone to Booth 3836 at HITEC to see AiMe in action,” Schubert added. “This AI-powered tablet ensures 100% guest engagement, enhancing customer service and satisfaction.”


MakeMyTrip Launches AI-Powered Natural Language Search for Hotels and Homestays

MakeMyTrip Launches AI-Powered Natural Language Search for Hotels and Homestays

By Manu Vardhan Kannan

Published on October 19, 2025

MakeMyTrip, India’s leading online travel platform, has introduced Semantic Search, an AI-powered feature designed to simplify the discovery of hotels and homestays. The feature allows travellers to type queries in everyday language, such as “pet-friendly hotels in Manali with a swimming pool” or “heritage stays near Jaipur forts with parking,” eliminating the need to manually navigate through multiple filters.

Built on the same AI framework as MakeMyTrip’s GenAI-enabled assistant, Myra, the Semantic Search system interprets open-ended queries to provide relevant, context-driven results tailored to individual preferences. Users receive personalized recommendations enhanced by property visuals, curated user-generated content, and context-based rankings.

The system also includes AI smart suggestions, offering recommendations like “beachfront hotels in Goa” or “Ooty stays with mountain views,” complete with context tags such as “great for families” or “private pools available.” This ensures faster, simpler, and more intuitive discovery for travellers seeking the perfect stay.

“Our goal is to make travel planning as natural as conversation. With AI Search within the stay booking experience, we’re simplifying one of the most important parts of the traveller journey, finding the right stay. Instead of forcing users to think like a system, we’ve built a system that understands how people naturally express themselves,” said Ankit Khanna, Chief Product Officer, MakeMyTrip.

This development builds on MakeMyTrip’s broader AI innovation strategy. Earlier this year, the company launched the Beta version of its GenAI Trip Planning Assistant, Myra, which supports travellers across the journey, from discovery and booking to in-trip and post-travel assistance. Currently available in English and Hindi, Myra also plans to expand into additional Indian languages based on user feedback.

With Semantic Search, MakeMyTrip aims to deliver a more natural, personalised, and efficient experience for travellers, taking the frustration out of finding the ideal stay and setting a new benchmark for AI-driven travel planning in India.


The First Group Hospitality Partners with Inntelo AI to Elevate Guest Experiences with AI-Powered Innovation

The First Group Hospitality Partners with Inntelo AI to Elevate Guest Experiences with AI-Powered Innovation

By Hariharan U

Published on October 16, 2025

The First Group Hospitality has announced a strategic partnership with Inntelo AI, a next-generation guest experience and operations platform, to introduce AI-native technology across its expanding portfolio of hotels. The collaboration aims to redefine how guests interact, communicate, and experience hospitality through advanced artificial intelligence.

Following a successful implementation at TRYP by Wyndham Dubai, The First Group is now set to integrate Inntelo AI across all its properties including the much-anticipated Ciel Dubai Marina – Vignette Collection by IHG, which is soon to claim the title of the world’s tallest hotel.

Through this integration, guests can look forward to a seamless digital concierge experience. From ordering room service and making restaurant bookings to scheduling local excursions or requesting amenities, everything can be done effortlessly via phone, WhatsApp, or voice commands in over 40 languages. This platform merges convenience, personalisation, and innovation, giving guests more control over their stay.

The collaboration aligns with The First Group Hospitality’s broader vision of embedding AI-driven intelligence throughout its business operations. The company already uses AI tools for revenue forecasting, rate optimisation, restaurant reservations, team scheduling, and guest satisfaction monitoring. This partnership with Inntelo extends that innovation into real-time service delivery and operational insights, connecting guest needs directly to hotel teams.

The First Group has always been at the forefront of innovation, carefully evaluating and implementing the latest solutions; having worked with Inntelo AI over recent months, we are incredibly excited and ambitious about how this cutting-edge AI technology sets us apart in the hotel management field,” said Tom Stevens, Senior Vice President of Hotel Operations, The First Group Hospitality. “This partnership with Inntelo AI will ensure every guest interaction, from arrival to departure, is powered by intelligence, efficiency, and personalisation.”

Echoing this sentiment, Asif Alidina, Co-Founder and CEO of Inntelo AI, added, “We are delighted to partner with the team at The First Group Hospitality, who truly understand the value of being a first mover in this space using an AI-native platform. This project future-proofs their operations and positions them to rapidly leverage the power of agentic and conversational AI across their portfolio long before many of their competitors. Our platform doesn’t just enhance service; it transforms how hotels operate, think, and scale.”

The First Group Hospitality and Inntelo AI’s partnership represents more than just a technology upgrade — it signals a new phase for the hospitality sector where data-driven insights and personalisation work hand-in-hand to elevate the guest journey.


BWH Hotels Launches AutoClerk Atlas to Redefine Property Management

BWH Hotels Launches AutoClerk Atlas to Redefine Property Management

By Hariharan U

Published on October 11, 2025

BWH® Hotels, the global hospitality group behind WorldHotels™, Best Western® Hotels & Resorts, and SureStay® Hotels, has introduced AutoClerk® Atlas, a next-generation Property Management System (PMS) developed in partnership with HotelKey.

This marks a major milestone in BWH Hotels’ technology journey, aimed at transforming hotel operations, improving guest experiences, and driving efficiency across its worldwide network.

AutoClerk Atlas is a reimagined version of the long-standing AutoClerk system, combining BWH Hotels’ expertise with HotelKey’s modern cloud-based platform. The collaboration brings together scalability, reliability, and smart automation to create a PMS that’s simple, powerful, and ready for the future of hospitality.

AutoClerk Atlas marks a pivotal step forward in our journey to reimagine both the guest and hotel team experience. Through partnering with HotelKey, we're introducing a world-class Property Management System that's scalable, intuitive, and future-ready,” said Bill Ryan, Senior Vice President and Chief Technology Officer, BWH Hotels.

Built to address today’s operational challenges, AutoClerk Atlas delivers, One-day onboarding with built-in training modules for quick adoption, Automated payments and reconciliation to streamline daily tasks, Actionable guest insights that empower teams to offer personalized service, Deep integration with existing and third-party systems for seamless connectivity.

Aditya Thyagarajan, Co-Founder and President of HotelKey, said, “We are excited to bring AutoClerk Atlas powered by HotelKey to BWH Hotels, driving operational excellence and delivering a seamless, elevated guest experience.”

Fareed Ahmad, Co-Founder and CEO of HotelKey, added, “Our partnership with BWH Hotels reflects a shared commitment to innovation and long-term success. We’re focused on delivering a smooth transition and giving hotel teams the tools they need to thrive in an evolving industry.”

With AutoClerk Atlas, BWH Hotels continues to invest in technology that supports growth, enhances guest satisfaction, and simplifies operations for its vast network of nearly 4,300 hotels worldwide.

Stay up-to-date with the latest Hospitality news and trends in the Hospitality industry!

Subscribe to Hospitality news e-magazine for free and never miss an issue.

By clicking subscribe for free you agree to the Terms & Conditions and acknowledge our Privacy Policy.

Advertise With Us

We have various options to advertise with us including Events, Advertorials, Banners, Mailers, etc.