Hotel operator Langham Hospitality Group (LHG) has introduced three AI agents aimed at enhancing guest experience and staff guidance and support.
The new toolkit expands the digital options available for guest enquiries while supporting employees with on-the-spot reference materials and insight tools.
The group is gradually introducing the AI agents across its 31 hotels, covering four continents and operating under The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop, and Ying’nFlo brands.
The three AI agents comprise the Experience Agent, the Knowledge Agent, and the Insight Agent.
The Experience Agent responds in more than 50 languages and gives guests the ability to receive information quickly, while hotel teams retain the opportunity for direct engagement.
According to LHG, the agent will allow guests to make queries through various digital text channels such as email, WhatsApp, WeChat and Instagram, or continue to interact directly with hotel staff.
Staff at Langham properties can use the Knowledge Agent for immediate answers related to operational procedures, brand standards and departmental practices.
This agent provides an ongoing reference source, reducing time spent locating materials and helping ensure consistency throughout departments.
Employees gain access to training resources that enable them to troubleshoot or confirm standards as required by their roles.
Commercial teams benefit from the Insight Agent, which analyses booking patterns, consumer behaviour and demand signals in real time.
This agent generates data-driven recommendations regarding pricing strategies, audience targeting and campaign timing to support planning decisions.
By reviewing aggregated booking behaviour, it identifies opportunities for tailored offers and relevant marketing initiatives.
Langham Hospitality group CEO Bob van den Oord said: “Personal and intuitive guest care, strong colleague development, and informed commercial decision-making have always been central to how we operate.
“These new tools extend that approach by allowing us to respond to the shift in how people access information, whether they’re guests planning a stay, frontline team members sharpening their skills, or marketing executives exploring emerging travel trends.”
LHG’s latest technology follows its longstanding history of adopting new solutions designed for operational efficiency and guest support.
Since opening The Langham, London in 1865, the company has implemented technologies ranging from electric lighting to hydraulic lifts in its portfolio.
Its current approach includes intelligent climate control systems, smart check-in processes and integrated property management platforms.
