## AI Revolutionizes Hospitality: Aiello Partners with Millennium Hotels and Resorts to Transform Guest Experience
In a move that promises to reshape the hospitality industry, Aiello, a pioneering startup specializing in Natural Language Processing (NLP), has announced a strategic partnership with Millennium Hotels and Resorts (MHR). This exciting collaboration aims to integrate Aiello’s AI-powered Voice Assistant (AVA) across six MHR properties in Singapore and Thailand, including the Grand Copthorne Waterfront Hotel Singapore, Orchard Hotel Singapore, M Social Hotel Singapore, Studio M Hotel Singapore, M Hotel Singapore City Centre, and M Social Hotel Phuket in Thailand.
This partnership leverages Aiello’s cutting-edge AI technology to deliver personalized, voice-activated services that enhance guest experiences while simultaneously setting new standards for operational efficiency and environmental sustainability. The integration of AVA is expected to transform how guests interact with hotels, providing them with a seamless and intuitive experience.
Empowering Guests with AI-Driven Personalization
Millennium Hotels and Resorts recognizes the value of utilizing advanced technology to create exceptional guest experiences. “Millennium Hotels and Resorts distinguishes itself by leveraging cutting-edge technology and is committed to delivering exceptional guest experiences with a Blue Ocean Strategy mindset,” shared Saurabh Prakash, Interim Chief Operating Officer & Chief Commercial Officer at Millennium Hotels and Resorts. “By embracing Aiello’s AI technology, we’re adopting a data-driven approach that allows us to better understand guest preferences, enabling us to deliver personalized services while unlocking new revenue opportunities.”
Aiello CEO and Co-founder Vic Shen
emphasized the transformative potential of this partnership, stating, “Through this collaboration, we have demonstrated how our AI solutions can transform hotel management. By creating a bespoke AI database for MHR, alongside a property and corporate dashboard that visualizes AVA and TMS user behavior data, we empower hoteliers to monitor and understand guest interactions anytime and anywhere. With the addition of a multi-hotel view, MHR gains a comprehensive understanding across properties, enabling data-driven strategies and truly personalized service. Together with MHR, we’re leading the digital transformation of the hospitality industry, creating more intelligent and intuitive hotel environments.”Leading the Way in Sustainable Hospitality
MHR’s commitment to sustainability is evident in its adoption of AI technology. “By replacing outdated in-room amenities and printed materials, we’re making a long-term, sustainable investment,” commented Ke-Vin Lim, Head of Group Innovation at City Developments Limited (CDL), highlighting the environmental benefits of AVA. This initiative aligns perfectly with MHR’s sustainability vision, further solidified by its six properties in Singapore achieving Global Sustainable Tourism Council (GSTC) certification.
Shen further emphasized the environmental impact of this initiative, stating, “For instance, by replacing the cabling in over 2,300 rooms with AVA, we would reduce 6,240 kilograms of carbon dioxide emissions, which is equivalent to what would require 284 trees to absorb.” This commitment to sustainability makes MHR a leader in the industry, demonstrating that embracing technology can have a positive impact on the planet.
Addressing Operational Challenges and Enhancing Workforce Efficiency
The hospitality industry faces significant challenges, including staffing shortages and the need for increased operational efficiency. Aiello and MHR are addressing these issues head-on by leveraging AI to streamline operations and enhance workforce productivity. “Addressing these operational challenges has been a key motivation for integrating technology into MHR’s systems,” said Andy Tan, Senior Vice President, Global Sales and Partnerships at MHR. “Integrating AVA with our task management system, housekeeping staff can receive real-time updates on room statuses and guest requests, reducing manual tasks and streamlining workflows.” This integration allows staff to focus on delivering exceptional guest experiences while minimizing administrative burdens.
Transforming Guest Experience at M Social Hotel Phuket
The M Social Hotel Phuket, the first hotel in the MHR group to implement AVA, has already experienced significant success in transforming guest services. “Our goal was not only to enhance operational efficiency but also to deliver a seamless, enjoyable experience for our guests,” said Pjey Mayandi, General Manager of M Social Hotel Phuket. AVA serves as the hotel’s central hub, seamlessly integrating cloud-based phone systems, task management, in-room dining, and smart room controls, significantly streamlining operations.
Looking Ahead: Aiello’s Vision for the Future of Hospitality
Aiello’s commitment to empowering hoteliers with smart technology is evident in its expansion plans. The company is dedicated to extending its all-encompassing SaaS platform, Aiello-One, to hospitality providers throughout Southeast Asia, Japan, and beyond. With its strategic partnership with Go Nimbus in Singapore, Aiello is well-positioned to scale its innovative solutions and implement them effectively across the region. This partnership marks a significant step towards a future where AI plays an integral role in enhancing guest experiences, driving operational efficiency, and promoting environmental sustainability in the hospitality industry.
