For hotel management companies, communications technology has traditionally been treated as a property-level decision. As long as calls were answered and systems stayed online, little attention was paid to what sat behind the scenes.

That mindset is changing.

As portfolios grow across brands, regions, and ownership models, legacy communications technology is increasingly exposing management companies to portfolio-level risk, operational inconsistency, and hidden cost.

Legacy systems create portfolio risk

Many hotel groups still operate a mix of on-premise PBX systems, regional vendors, and ageing infrastructure. While this may function at an individual property level, it creates risk when viewed across an entire portfolio.

Inconsistent platforms mean:

• Limited visibility into performance and outages
• Increased dependency on local vendors and on-site hardware
• Higher exposure during peak demand periods or operational surges

For management companies responsible for brand standards, service levels, and reputation, this fragmented approach makes it difficult to maintain control at scale.

Inconsistency impacts both operations and guest experience

When each property operates on different communications systems, service delivery becomes inconsistent. Call handling, response times, and guest interactions can vary significantly from hotel to hotel – even within the same brand.

For management companies, this inconsistency affects:

• Guest experience and satisfaction scores
• Brand compliance and audits
• Staff training and operational efficiency

Standardising communications across the portfolio allows management teams to deliver a more consistent experience, regardless of location or flag.

The hidden cost of decentralised technology

Legacy and decentralised systems often appear cost-effective on paper, but the true cost is rarely visible.

Multiple vendors, unpredictable maintenance, hardware replacements, and support contracts drive up OpEx over time. Add to this the operational burden placed on property teams, and the cost becomes both financial and organisational.

Centralised, cloud-based communications provide management companies with:

• Predictable cost models
• Simplified vendor management
• Reduced reliance on on-site hardware

Central control enables scalability

As management companies expand into new regions or take on additional properties, communications technology must scale quickly and reliably.

Centralised platforms allow technology standards to be deployed consistently across new hotels, enabling faster onboarding, easier upgrades, and better long-term planning without disrupting operations.

A shift from property-level tools to portfolio strategy

Communications is no longer just a utility. For hotel management companies, it has become a strategic component of how portfolios are managed, risks are mitigated, and guest experience is protected at scale.

By moving towards standardised, centrally managed communications platforms, management companies gain greater control, improved consistency, and the flexibility needed to support growth across brands and regions.

To learn more about scalable hotel communications for management companies & ownership groups, download our guide.

To see how 14IP can benefit your properties or portfolio, speak to a member of our team. 

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In today’s fast-paced hospitality landscape, delivering seamless guest experiences and operational efficiency is more important than ever. Artificial Intelligence (AI), like the Evolution Virtual Agent (EVA) from Fourteen IP, is transforming how hotels interact with guests and streamline services.

Here’s how:

Elevate Guest Interactions

AI-powered systems can improve guest interactions by managing telephone or text requests. AI can manage requests 24/7/365 and works in multiple languages. This means guests’ issues can be resolved efficiently, no matter how busy the front desk staff are.

Manage External Inbound Calls with Personalised Service

AI greets callers using their name and loyalty status and handles reservation changes, directions, check-ins, and more, without a human operator.

Streamline Internal Guest Requests

AI effortlessly handles internal guest calls. It can handle inquiries such as late check-out requests, breakfast times, gym and pool opening hours, housekeeping, and complaints.

Serve as a Smart Corporate Directory

Beyond guest services, AI can transfer calls to staff and departments, book vacations, log property issues, and reset passwords-supercharging internal communication.

Manage Outgoing Calls Efficiently

You can use AI for guest satisfaction surveys, event invitations, booking updates (e.g., due to weather), staff rota notifications, and secure voice-biometric authentication automated for efficiency.

Handle social media & messaging

From SMS to WhatsApp, Facebook, and email-AI manages guest enquiries across platforms 24/7, ensuring no message goes unanswered.

Enable More Human, Empathetic Service

By taking over routine tasks, AI frees front desk teams to focus on face-to-face interactions and complex guest needs, elevating staff morale and creativity.

Meet EVA

Here at Fourteen IP, we are revolutionising the hospitality industry with cutting-edge artificial intelligence technology designed to enhance guest experiences and streamline hotel operations. Say goodbye to long wait times and frustrating phone calls to the front desk – with EVA (Evolution Virtual Agent ), everything guests need is just a conversation away.

EVA integrates with front- and back-of-house software, handles calls and chats, manages wake-up calls and maintenance requests, and delivers exceptional ROI-reducing operator costs while enhancing guest experience.

To learn more about the benefits of AI in hotels, download our full guide.

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Free up customer facing staff for VIPs

In hospitality, every guest interaction matters, yet front desk teams are stretched thin. Between ringing phones, last minute guest requests and in-person check ins, it’s easy for staff to be overwhelmed, and for guests to feel frustrated.

This is where EVA AI, 14IP’s AI-powered virtual assistant that’s approved by leading hotel brands, steps in.

With EVA, hotel staff are freed from being tethered to the phone. This means they can focus on what matters most: delivering exceptional, in-person guest experiences.

Why Hotels Can’t Afford to Ignore AI

Guest expectations have evolved. Today’s travellers want speed, convenience, and personalization, without sacrificing the warmth of human interaction. They expect service on their terms-whether through a phone call, a message, or a voice assistant in their room.

The challenge for hoteliers? Staffing shortages and increasing pressure to deliver 24/7 service make it nearly impossible to meet these demands without technology. Thanks to EVA AI, hotel guests can have a personalised experience, with communication 24/7/365.

Introducing EVA AI: Your Digital Concierge

EVA isn’t just another chatbot. It’s a comprehensive human-like virtual assistant powered by advanced AI algorithms that understand natural language, anticipate guest needs and provide 24/7/365 personalised assistance.

Key benefits include:

• Instant Responses 24/7: With EVA, guests get answers, make bookings or order room service anytime, without adding to your team’s workload.
• Clear Communication: Whether it’s English, French, Spanish, German or Italian – over SMS or chat – EVA can speak to guests however they prefer.
• Personal Experience: EVA can remember preferences and capture feedback in real time, helping you offer a more tailored experience to your guests.
• Smooth stays with less friction: Tasks that used to take minutes now take moments. EVA can give guests a fast, easy experience, from check- in, to check-out

Real-World Scenarios

• Pre-Arrival: Guests upgrade their room or book a spa treatment before they even check in.
• During Stay: From room service and housekeeping requests, reservation modifications and local recommendations, EVA can assist guests and reduce the burden on your front desk staff.
• Post-Stay: Automated feedback collection ensures continuous improvement and guest loyalty.

Omnichannel by Design

Today’s guests don’t stick to one channel. They call, text, use apps, and also chat via your website. EVA AI is omnichannel, providing a seamless experience across every touchpoint. While integrating with your hotel’s tech stack-PMS, booking engines, and CRM systems-so information flows in real time.

The Future of Hospitality Engagement

The best hospitality has always been about making every guest feel like a VIP. With EVA AI, that feeling can now scale. Every interaction-whether it’s a quick booking or a complex request becomes effortless and memorable.

Ready to deliver exceptional guest experiences at scale?
Learn more about EVA AI for Hotels

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Discover oceanfront tranquility at The Westin Jekyll Island Beach Resort, a four star luxury resort brimming with inspired amenities and classic Southern charm. Located in Beach Village, the upscale resort enjoys walking distance to the Jekyll Island Convention Center and convenient access to other top attractions like Driftwood Beach and Sea Island. Wellness inspired amenities include direct access to the 20-mile long bike path, 3-mile running path and theWestinWORKOUT Fitness Studio. Make a splash in our beachfront outdoor pool. A complimentary shuttle can take you to nearby golf courses or the Jekyll Island Tennis Center. Join us for a meal in our restaurants; Willet’s Lowcountry boasts indoor and outdoor seating, while Saltys Poolside Bar and Grill is open for seasonal dining in the Jekyll Island sunshine.

Since launching two EVA voice assistants at the Front Desk, resort staff have reclaimed valuable time and energy, allowing them to focus on creating unforgettable moments for their guests. According to the General Manager, “EVA has been working out great and has made a big difference!”

At 14 IP, we’re thrilled to see EVA making such a positive impact.

This is what a reliable, human-like voice AI looks like:

26,444 calls handled
244 hours of talk time
417 SMS messages sent

Want to know more – get in touch

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In the fast-paced world of hospitality, seamless communication between guests and staff is essential. Yet, traditional front desk operations often suffer from bottlenecks, especially during peak hours when staff are busy attending to guests. This is where AI-powered concierge solutions step in, revolutionising how hotels manage guest interactions and streamline operations.

At Fourteen IP, we specialise in cutting-edge hospitality technology solutions designed to enhance the guest experience while improving operational efficiency. Our AI-powered concierge solution EVA (Evolution Virtual Agent) is transforming hotel communications, enabling immediate responses to guest inquiries, reducing wait times, and ensuring a more personalised service experience.

Immediate Guest Engagement, Anytime

One of the most significant advantages of AI concierge solutions is their ability to answer guest calls instantly. Whether a guest needs fresh towels, room service, or assistance with a special request, AI-driven systems can handle queries in real time, reducing the need for guests to wait on hold. This not only enhances guest satisfaction but also allows hotel staff to focus on more complex tasks without the constant pressure of incoming calls.

Recognising Guest Loyalty and Personalisation

Modern AI concierge solutions can recognise returning guests and their loyalty status, ensuring a personalised interaction. By integrating with hotel CRM and loyalty programs, AI systems can greet guests by name, offer tailored recommendations, and provide exclusive benefits based on their loyalty tier. This level of personalisation fosters brand loyalty and enhances the overall guest experience.

Seamless Interaction via Voice or Text in Multiple Languages

Global travel means hotels cater to a diverse clientele with varying language preferences. AI concierge solutions powered by natural language processing can interact with guests through voice or text in multiple languages, ensuring effective communication regardless of linguistic barriers. This human-like interaction enhances guest engagement and removes frustrations that often arise from miscommunication.

Integration with Hotel Telephony and Productivity Platforms

For AI-powered concierge solutions to function effectively, seamless integration with the hotel’s telephone system and productivity platforms is crucial. By integrating with a cloud-based telephony service, hotels can centralise communications, automate call routing, and provide uninterrupted service across departments. Integration with platforms such as PMS and service management tools further enhances efficiency, enabling staff to respond to guest needs promptly and effectively.

Why Now Is the Perfect Time to Upgrade to Cloud-Based Telephony

Many hotels still rely on legacy on-premises telephone systems that lack the flexibility and scalability required for modern hospitality demands. Cloud-based telephony services offer a future-proof solution, allowing hotels to:

• Improve system reliability with built-in redundancies.
• Scale operations seamlessly without expensive hardware upgrades.
• Enhance guest service with AI-driven automation and insights.
• Reduce operational costs and maintenance expenses.

With the hospitality industry rapidly evolving, there has never been a better time to transition from traditional phone systems to a cloud-based telephony infrastructure. This move not only enhances guest interactions but also streamlines internal communication, ensuring hotels remain competitive in an increasingly digital world.

Conclusion

AI-powered concierge solutions are redefining hotel communications by eliminating front desk bottlenecks, improving response times, and delivering a more personalised guest experience. By integrating seamlessly with cloud-based telephony and productivity platforms, hotels can maximise efficiency while enhancing service quality. At Fourteen IP, we are committed to helping hotels embrace the future of hospitality technology.

Now is the time to modernise your communication infrastructure and elevate the guest experience to new heights.

Click here to find out more about EVA, our industry leading AI powered concierge service.

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Navigating the risks associated with AI in hospitality

Safely beginning your hotel’s journey into AI

At the HOSPACE conference in London in November the resounding advice from the AI panel to all hoteliers was to start their AI journey now, to see what works for them and to benefit from all the advantages that AI can bring. As an AI vendor this was of course music to our ears! The last two years has seen an explosion in the use of AI with ChatGPT leading the way and vendors, like Fourteen IP, releasing products and services to help their hospitality customers.

Amidst the excitement, and there genuinely is real excitement from small independent hotels through the large global chains, there has been a reticence to proceed, or certainly to proceed at pace. It is understandable, after trying ChatGPT or any of the other available solutions and being amazed by the jaw dropping results the mind naturally moves to the potential and then to the risks.

You may have heard about the chat bot set up by a car dealership in California that was trained by users to sell them cars for one dollar (yep $1) or of other Bots telling users where to go in the most pointed of terms or of other bots being radicalised. The thoughts of a guest getting these results is a concern, more realistic perhaps would be a concern that a guest asks for a restaurant recommendation and the bot sends it to your competitor over the road!

These are genuine and quite reasonable concerns. No matter where liability may ultimately lie the damage would be done to the hotel. A ruined vendor (or damaged Tech mega corp) is meaningless if your hotel is in the news for all the wrong reasons. So, what to do? And what about that advice from the AI panel at HOSPACE just a few months ago?

The good news is…

The good news is that the horror stories you hear are due to poor planning and implementation rather than the equivalent of Skynet, wanting to take over the world. Speaking to your vendors you will soon get an understanding of their system, of their ability to ringfence their AI and use only approved data sources, rather than allowing access to the whole world wide web. Get sight of their contracts so you, and your lawyers can see for yourself, how risk is managed and mitigated.

EVA (Evolution Virtual Agent ) is a PBX Voice Bot with human-like interactions and also a text based chatbot using SMS, WhatsApp, Facebook Messenger etc. EVA 2.0 uses the only large language model designed for customer service over the phone, plus machine learning and human language to answer and handle both internal and external guest calls. We do not allow access to any data sources other than those we allow directly or via API with EVA 2.0. EVA has answered many millions of calls across multiple countries and languages and has mitigations in place for guest emergencies that we would be happy to discuss.

EVA 3.0, which will be available to customers in early Q2 2024 without API integrations and in early Q3 with API integrations (HotSOS, Salesforce, Sevenrooms, etc) uses generative AI and can literally say anything. In a beta test using a hotel web page as the sole data source, EVA 3.0 answered the following questions:

Can I bring my pet Turtle? – EVA “We do not allow any pets in the hotel and apart from service animals, unfortunately a Turtle is not a service animal.”

Are there grab handles in the shower as I am worried about slipping? – EVA “We understand your concern about safety and are happy to confirm that each shower does have a grab handle which will ensure a secure showering experience.”

It is worth noting that this agent was a beta and given no information other than ‘service pets only’ and ‘guest room accessibility, bathtub grab rails.’

EVA came up with secure showering experience itself. EVA 3.0 is restricted to only data sources we, and you, approve such as the hotel website or perhaps a document or data source you use for answering guest questions. If a guest asks a question that EVA cannot answer, appropriate or not, the caller will be redirected to a human.

Any quality AI vendor will be aware of the risks and have mitigations in place and should be able to explain them to you. So you and your hotel can, just like the HOSPACE AI panel recommended, can safely begin your journey into AI, as soon as possible.

More information

For more information visit our Evolution Virtual Agent page and hear examples of EVA in action.

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We spotted an interesting quote from Forbes Council Member and President & CEO at AD1 Global, Daniel Berman expressing his views on ‘Revolutionizing The Hospitality Industry With Artificial Intelligence’.

Daniel’s view on AI for guest experience management is much like our own with one exception. Here’s what Daniel had to say:

Enhancing The Guest Experience

One of the key areas where AI has made significant strides in the hospitality industry is in guest experience management. Through AI, hotels can provide round-the-clock assistance to guests, addressing their queries, handling reservations and even suggesting personalized recommendations.

For example, a resort my company works with implemented a novel integration of AI telephony that lowered the calls to the front desk staff and increased service level of answered calls. On top of all that the guests gave the AI system a high favorability rating, which was remarkable to me. I witnessed this innovation not only improve customer satisfaction but also increase operational efficiency, allowing staff members to focus on more complex tasks.

We understand the all the benefits of reduced calls to the front desk and increased operational efficiency as we see it often enough with our own AI powered virtual assistant EVA (Evolution Virtual Agent). We just don’t understand why the author found the guests high favorability rating ‘remarkable’? We all speak to Google, Alexa and Siri as a matter of course these days and EVA provides a fast human-like response that is linked to other hotel systems. This means guests get what they need quickly and efficiently.

EVA is remarkable. The guest feedback, in our experience, is not a surprise. Everyone loves EVA!

Conclusion

We do completely agree with Daniel’s conclusion, “By harnessing the power of AI, hoteliers can revolutionize the guest experience, personalize service, streamline operations and bring more to the bottom line.”

Click here to read the entire article.

Click here to hear examples of AI in action with EVA.

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Reflecting the bold, adventurous spirit of California, Moxy Downtown Los Angeles is a haven for modern nomads in LA’s creative epicenter. The location on Figueroa Street is steps away from the LA Convention Center and Crypto.com Arena, formerly Staples Center. Brought to life by an all-star team of architecture and interior design firms, the 380-room hotel channels the neighborhood’s forward-thinking energy and multicultural heritage. The hotel’s 12 dining and entertainment options include Level 8, a collection of restaurants, bars, and lounges that highlight DTLA’s diverse cultures and cuisines, and a rooftop bar on the 34th floor with views that sweep all the way to the Hollywood Hills.

Deploying our Evolution Virtual Agent (AI) across the property has enhanced staff productivity by freeing up the front of house to carry out other duties which in turn increased guest satisfaction.

To find out more about EVA and listen to how human like EVA is click here.

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