Millennium Hotels and Resorts (MHR) has joined forces with Aiello, an innovative startup specialising in Natural Language Processing (NLP), to roll out the Aiello Voice Assistant (AVA) across six of its properties in Singapore and Thailand. This collaboration marks a significant step in modernising the guest experience at MHR’s properties, 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.
Designed to make each stay more personalised and efficient, the Aiello Voice Assistant will allow guests to enjoy voice-activated services tailored to their needs. For MHR, this initiative is not only about enhancing guest interactions but also about setting new standards for operational efficiency and environmental sustainability within the hospitality industry.
Saurabh Prakash, Interim Chief Operating Officer and Chief Commercial Officer at MHR, emphasised the forward-looking vision behind the partnership: “Millennium Hotels and Resorts stands out by harnessing leading-edge technology to create exceptional guest experiences. By implementing Aiello’s AI, we’re embracing a data-driven approach that allows us to better understand guest preferences. This lets us offer truly personalised service while also unlocking valuable revenue opportunities,” Prakash said.
The deployment of AVA, developed with an in-depth AI database and property-specific dashboard, equips hotel staff with real-time insights into guest interactions. Aiello’s CEO and Co-founder, Vic Shen explained the benefits, noting, “Our partnership with MHR showcases how AI can revolutionise hotel management. With a multi-hotel dashboard, MHR gains a clear, data-driven view of guest behaviour across properties. This empowers their teams to deliver highly tailored service, making MHR a leader in the digital transformation of hospitality.”
The partnership also aligns with MHR’s sustainability goals, as noted by Ke-Vin Lim, Head of Group Innovation at City Developments Limited (CDL). “This makes MHR the first hotel group in Singapore to deploy in-room AI voice assistants, a move that elevates our property value and keeps us competitive in a rapidly evolving industry,” Lim remarked. “In line with our sustainability vision, AVA replaces outdated in-room amenities and printed materials, making a long-term commitment to sustainable operations.” Lim added that MHR’s six Singapore properties, all GSTC-certified, are leading the way in eco-conscious hospitality.
Beyond guest experience and sustainability, AVA’s implementation supports the hotel’s operations by easing workforce challenges-a critical focus as the industry faces staffing shortages. According to a recent study by Oracle, 67% of hotels report difficulty filling roles, with 12% noting an impact on efficiency. Andy Tan, Senior Vice President of Global Sales and Partnerships at MHR, explained how AVA addresses these challenges: “Integrating AVA with our task management system allows our housekeeping teams to receive real-time room updates, significantly reducing manual tasks and improving workflow,” he said.
While adapting new technology comes with initial hurdles, Aiello’s team worked closely with MHR to ensure a smooth integration, minimising any disruptions to existing IT systems. Shen added a final note on the environmental impact, sharing that by replacing cabling in over 2,300 rooms with AVA, MHR could reduce carbon emissions equivalent to what would take 284 trees to absorb.
With AVA now deployed across six properties, Millennium Hotels and Resorts and Aiello are leading the way in intelligent hospitality, combining personalised guest service with operational excellence and a firm commitment to sustainability.
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