BrightOS
The Bright Hotel, 2025 to now. VP / Head of Product.
An AI-native hotel operating system. It answers guests, checks them in, hands them their room keys, takes direct bookings, runs housekeeping, and keeps the books, all in one product.
What I did
- Wrote the founding product vision and took BrightOS from an idea to four live hotels in about five months.
- Launched an AI concierge that answers guests by text, WhatsApp, email, and chat, steered by each hotel’s own policies instead of technical settings.
- Shipped online check-in and digital keys, so guests verify their ID, pay the deposit, and get a key on their phone before they arrive.
- Launched direct booking, with totals that match the hotel’s own bill to the cent.
- Gave housekeepers their daily room list by text, in English or Spanish, with no app to learn.
- Set up how we judge the AI: real conversations reviewed before every model change, and one trusted set of metrics for the team.
- Replaced the hotels’ legacy property system with BrightOS, so the whole operation now runs on one product.
What happened
93% of guests checked in online at launch, AI handles 69% of guest conversations at a 26-second median reply, and direct booking hit its full-year target on day 3.