Langham Hospitality Group launches AI toolkit across global hotels
Published on December 2, 2025
Langham Hospitality Group (LHG) has rolled out an AI toolkit to improve guest service, streamline operations, and tighten commercial decision-making across its portfolio of 30+ properties. The program spans Asia, Europe, North America, and Oceania, with three agents working across guest messaging, employee knowledge, and data insights.
For hospitality and events teams, this is practical tech with measurable outcomes: faster replies, more consistent standards, and smarter pricing and marketing.
What's inside the toolkit
Experience Agent: a multilingual assistant that handles guest requests across WhatsApp, Instagram, WeChat, and email. It supports 50+ languages, routes inquiries to the right team, and anticipates needs based on context. Voice features and a deeper concierge capability are planned next.
Knowledge Agent: an internal guide for staff covering brand standards, housekeeping procedures, and operational playbooks. It speeds up training and keeps answers consistent. Upcoming features include step-by-step task guidance and automated compliance checks.
Insight Agent: a commercial analytics layer that reads booking patterns, guest behavior, and demand signals. It informs pricing, promotions, and targeting with forecasts and recommended actions, helping teams move with the market.
How hotel teams can use it right now
- Route guest messaging to the Experience Agent during peak hours; set clear escalation rules for complex requests.
- Load brand SOPs, checklists, and FAQs into the Knowledge Agent; make it the single source of truth for front office, housekeeping, and F&B.
- Have revenue and marketing teams review Insight Agent outputs in daily stand-ups; test pricing or offer changes with short sprints.
- Set service-level targets: response under 60 seconds for chat, first-contact resolution above 80%, and clear ownership by department.
Guest-facing benefits you can promote
- Instant answers in the guest's preferred channel and language.
- Smoother arrivals with digital pre-arrival questions handled in chat.
- Proactive recommendations for dining, wellness, and local experiences based on stay context.
- Real-time updates for offers, amenities, and changes that matter during the stay.
90-day rollout plan (simple and effective)
- Weeks 1-2: Map top 50 guest questions per property; upload SOPs and brand guidelines; define escalation paths and response tone.
- Weeks 3-4: Pilot on two guest channels and one department; measure response time and resolution rate; refine prompts and workflows.
- Weeks 5-8: Expand to all guest channels; onboard all shifts; run micro-training (10-15 minutes per team) with quick quizzes.
- Weeks 9-12: Turn on Insight Agent dashboards for daily pricing and campaign decisions; run A/B tests on offers and chat scripts.
KPIs to track
- Guest messaging: response time, first-contact resolution, CSAT/NPS tied to chat interactions.
- Operations: time-to-competency for new hires, SOP adherence, error rates in task execution.
- Commercial: forecast accuracy, RevPAR and GOPPAR change vs. prior period, direct booking share, campaign ROI.
- Risk: data access compliance, opt-in rates, and incident count/severity.
Governance and privacy essentials
Set role-based access, log every sensitive lookup in the Knowledge Agent, and keep a clear data retention policy for chat transcripts. Align guest messaging with local rules and your brand's consent standards. If you operate in Europe, confirm your approach meets GDPR requirements.
What's next
Voice recognition will make in-room and on-the-go requests even easier. The concierge feature will deepen trip planning and local recommendations before, during, and after the stay, tying guest preferences to real service delivery across departments.
Why this matters for hospitality and events teams
This toolkit helps teams reply faster, train smarter, and sell with data. It keeps service consistent across regions while leaving room for property-level nuance. The result: fewer manual handoffs, fewer mistakes, and more time spent on high-value moments with guests and event planners.
Team enablement
Upskill staff to write clear prompts, review AI recommendations critically, and escalate edge cases. A short library of role-based prompts (front desk, housekeeping, events, sales, revenue) goes a long way.
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Key channels supported
- WhatsApp, Instagram, WeChat, and email for guest messaging.
- Property knowledge and SOPs for staff queries.
- Booking and demand data for commercial teams.
Langham's AI toolkit is built for practical wins: quicker service, fewer errors, and smarter revenue moves. For teams on the ground, this is a clear path to better guest outcomes without adding headcount.
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