How Ibis Styles modernized its concierge service with an AI Assistant available 24/7

A smoother, faster, and more scalable concierge experience to answer guests 24/7 and simplify everyday requests.

The structural challenge


In hospitality, the guest experience is often shaped by micro moments : a question before arrival, a request during the stay, a clarification after booking. The issue : these requests are frequent, repetitive, multi channel, and they often come in outside business hours or during peak periods.

The initial observation

High operational workload

The front desk and on site teams handle welcome, operations, and incoming requests at the same time.

Variable guest experience

Depending on the season, traffic, time of day, and the ability to respond quickly

Limited availability

Guests expect immediate answers, but the concierge service is not available continuously.

Recurring, repetitive requests

Recurring, repetitive requests : practical information about the hotel, services, policies, opening hours, access, etc.

AI supporting the concierge team

‍

Ibis Styles deploys a Concierge Assistant to answer guests 24/7, simplify and streamline requests (hotel info, room related requests, etc.) and relieve teams from low value questions and better prioritize more complex requests.

What has
concretely changed

For guests: instant answers, frictionless experience

24/7 availability: guests get an answer when they need it, without waiting for opening hours or a quieter moment.

Conversational journey: asking a question becomes as easy as chatting, without searching across multiple pages or calling.

Simplified requests: hotel information and everyday requests (including room related requests) are centralized in a single conversation.

Reassurance: a clear, consistent service accessible at any time.

For teams: fewer interruptions, more focus

Offloading repetitive questions: the Assistant handles a significant share of standard requests.

Prioritization: teams focus on what truly requires a human touch (specific situations, exceptions, sensitive cases).

More consistent service quality: same level of information, same tone, same baseline answers, at any time.

A trusted AI

As with deployments in demanding environments, the challenge is to combine operational performance with a trusted framework.

Compliant-by-Design approach: the AI collects and structures information, but never makes a fully automated final decision. It is a decision-support platform that complies with the GDPR and the AI Act.

Governance: controlled answers, curated content, tone aligned with the brand experience.

Digital sobriety: we use lightweight, optimized NLP models, hosted in Europe on low-carbon infrastructure, without energy-intensive use of LLMs for simple tasks.

Intégration: integration : the ability to fit into the existing ecosystem without adding yet another tool for field teams.

Adoption by field teams

Success depends as much on usage as on technology.

Simplicity: a clear conversational channel, without making teams’ lives more complex.

Enablement: aligning teams on what the Assistant handles and what should be escalated to humans.

Steering: leveraging conversation insights (top questions, pain points, demand peaks) to continuously improve.

See How Other Teams Are Scaling Globally

Comment Areas a multiplié par 7 son volume de candidatures tout en réduisant de 30% ses budgets Cabinets/Interim ?
10M

annually for clients

100K+

using Hirspark

Comment Areas a multiplié par 7 son volume de candidatures tout en réduisant de 30% ses budgets Cabinets/Interim ?

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Are you facing the same volume and service quality challenges?

 Like Ibis Styles, turn your concierge service into a competitive advantage : instant guest experience, and on site teams that can breathe again.

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