Guest Concierge
BrightOS, 2025 to now. Product lead.
An AI concierge that answers hotel guests over text, WhatsApp, email, and web chat, day and night.
What I did
- Wrote the founding product vision and took it from an idea to four live hotels in about five months.
- Made hotel policy the steering wheel. Staff change how the AI behaves in a policy screen, not in a prompt.
- Launched AI that answers guests and a copilot for staff, and let each hotel steer it with plain policies instead of technical settings.
- Built the eval program behind it, so every model change is tested on real conversations first.
What happened
AI covers 69% of guest conversations at a 26-second median reply, about 6,200 staff-hours saved a year.