Langham Hospitality Group launches AI toolkit to support guests, staff and commercial teams

HONG KONG – Langham Hospitality Group (LHG) has launched a trio of artificial intelligence (AI) agents to reflect changing patterns in how guests and teams access information, adding new digital touchpoints alongside existing service channels across its global portfolio.

The new AI toolkit is being rolled out across the Group’s 31 properties on four continents under The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo brands. It is designed to give guests more flexibility in how they make enquiries, while providing hotel teams with faster access to knowledge and real-time commercial insights.

“Personal and intuitive guest care, strong colleague development, and informed commercial decision-making have always been central to how we operate,” Langham Hospitality Group CEO Bob van den Oord said. “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.”

Experience Agent: multilingual guest support across channels

The Experience Agent is a multilingual interface that enables guests to ask questions through text-based channels – including email, WhatsApp, WeChat and Instagram – while still having the option to speak directly with hotel staff at any time. The agent responds in over 50 languages and is designed to help guests access practical information quickly and conveniently.

Over time, the Experience Agent will be able to recognise intent, suggest service options and route enquiries to the right teams. Planned future capabilities include voice conversations and an expanded role as an AI concierge, helping guests plan their stays, arrange services and receive timely updates before, during and after their journeys.

For travel trade professionals and intermediaries, this means their clients will have an additional always-on support layer, while still retaining human interaction at property level.

Knowledge Agent: always-on support for hotel teams

The Knowledge Agent is positioned as an internal support tool for employees, providing instant answers to operational and brand-related questions. From housekeeping standards and brand signatures to operating procedures, the agent serves as an always-available reference to reduce time spent searching for information and to support more consistent delivery across departments.

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As it develops, the Knowledge Agent is expected to guide teams step-by-step through tasks, highlight standards in real time, flag compliance gaps and proactively provide guidance based on role, location or time of day. The goal is to create a personalised learning pathway that ensures knowledge is not only retained, but continually strengthened, supporting onboarding, upskilling and cross-training.

Insight Agent: real-time analytics for commercial decisions

The Insight Agent is a real-time analytics tool designed to review booking patterns, demand signals and guest behaviour in aggregate, helping revenue and marketing teams identify opportunities with greater precision.

By surfacing actionable recommendations on timing, pricing and audiences, the agent supports more targeted offers and better-timed campaigns. Future iterations are expected to forecast demand shifts, suggest package concepts based on browsing behaviour, alert teams to emerging travel trends and even create personalised offers for specific guest segments – effectively acting as a proactive commercial partner that can drive both innovation and revenue potential.

Continuing a long tradition of innovation

LHG positions the AI toolkit as the latest step in a long line of innovations dating back to the opening of its flagship property, The Langham, London, in 1865. As Europe’s first Grand Hotel, it was among the first to introduce electric lighting, hydraulic lifts and hot and cold running water, setting new benchmarks for the guest journey at the time.

Today, the Group continues this approach through technologies such as intelligent heating and cooling, smart check-in solutions and advanced property management systems – and now, through AI-based tools that support guests, staff and commercial teams. All are developed with a consistent objective: to enrich the guest experience while enabling more informed and efficient hotel operations.

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