Langham Hospitality Group (LHG) has launched three AI agents to meet changes in how guests and staff access information. The new toolkit complements existing channels, allowing guests to make enquiries digitally or directly with hotel staff, while providing colleagues with broader access to training materials and commercial insights.
The AI agents are being phased in across LHG’s 31 properties on four continents, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop, and Ying’nFlo.
The first agent, Experience Agent, offers a multilingual interface for guests to ask questions via email, WhatsApp, WeChat, and Instagram, with the option to speak directly with staff. It currently responds in over 50 languages and will develop the ability to recognise intent, suggest service options, and direct enquiries to the appropriate teams. Future capabilities include voice interaction and an AI concierge function to help guests plan stays, arrange services, and receive updates before, during, and after their journeys.
Next, the Knowledge Agent supports employees by providing instant answers to questions about procedures, standards, and troubleshooting, helping staff perform their roles efficiently while ensuring consistent delivery across departments. Over time, it will guide tasks step-by-step, highlight standards in real time, flag compliance gaps, and offer personalised learning pathways.
Lastly, the Insight Agent is a real-time analytics tool that reviews booking patterns, demand signals, and guest behaviour, surfacing actionable recommendations on timing, pricing, and audiences to help commercial teams optimise offers. Future iterations will forecast trends, suggest package concepts, and personalise offers for specific guest segments.
The AI toolkit continues LHG’s tradition of innovation, which dates back to The Langham, London, in 1865, the first European Grand Hotel to introduce electric lighting, hydraulic lifts, and hot and cold running water. Today, LHG applies the same mindset to intelligent heating and cooling, smart check-in solutions, and advanced property management systems, all designed to enhance the guest experience.
Langham Hospitality Group CEO Bob van den Oord said: “Personal and intuitive guest care, strong colleague development, and informed commercial decision-making have always been central to how we operate. These new tools extend that approach by allowing us to respond to the shift in how people access information, whether they are guests planning a stay, frontline team members sharpening their skills, or marketing executives exploring emerging travel trends.”
