The Hotels & Resorts AI Transformation Guide

Hospitality Is Transforming Into Intelligence

Today's hospitality industry is more competitive, data-driven, and guest-centric than ever before.

Travelers expect personalized experiences before they even arrive.

Operations teams juggle dozens of systems — PMS, POS, CRM, HR, booking engines — that don't talk to each other.

Marketing costs climb as OTAs dominate search and discovery.

Staff shortages stretch teams thin, reducing service consistency.

Corporate HQ lacks real-time insight into guest satisfaction, revenue, and property performance.

The hospitality leaders of the next decade will be those that integrate human warmth with AI precision — automating the back office while elevating every guest interaction.

Soom for Hotels & Resorts does exactly that.

It's the intelligent backbone that connects every system, every conversation, every property — into one unified, self-learning platform.

The Challenges Facing Modern Hospitality

1. Fragmented Guest Journeys

Guests engage across dozens of channels — email, web chat, phone, OTAs, loyalty apps — and each interaction feels disjointed.

Soom Solution: Soom Chat + Inbox unify every guest conversation into one thread — powered by intelligent AI agents trained on your brand data.

Guests can book, ask, and resolve issues instantly through voice, chat, or web — while staff get a complete context history in one dashboard.

"Hi Olivia! Welcome back to The Palms Resort. Your favorite ocean-view suite is available next weekend — would you like to reserve it again?"

2. Manual Operations & Slow Response Times

Front desk, housekeeping, F&B, and maintenance all rely on outdated systems and paper checklists.

Guest requests take hours instead of minutes.

Soom Solution: Soom Ops + RPA automate the operational backbone — routing requests, triggering workflows, and updating PMS records automatically.

Magnus (your AI Chief of Staff) monitors it all, providing real-time summaries, alerts, and improvement recommendations.

"Housekeeping request completed. 12 open maintenance tasks across properties — two overdue. Generated efficiency summary for GM review."

3. Disconnected Property Data

Performance data is scattered across systems — PMS, POS, HR, CRM, and accounting tools — leaving leadership blind to the real story.

Soom Solution: SomaDB connects all your systems into one intelligent data layer.

Ask Magnus or Soom Chat questions like:

• "What was ADR vs occupancy across the last 90 days?"
• "Which property has the highest repeat booking rate?"
• "Generate a performance dashboard for each region."

SomaDB turns operational chaos into clarity.

4. Guest Experience That Doesn't Scale

Personalization shouldn't end at check-in — but most properties can't deliver 1:1 experiences at scale.

Soom Solution: Soom Memory builds living guest profiles — remembering preferences, interactions, and service history.

Each new stay feels like the next chapter in a personalized relationship.

"Mrs. Carter prefers hypoallergenic bedding and late checkouts. Offer complimentary spa credit for loyalty renewal."

5. Reactive Marketing and Lost Direct Bookings

Most hotels rely on third-party platforms for bookings, paying heavy commissions and losing direct engagement.

Soom Solution: Soom Signal (for SEO, GEO, AEO) + Create help you dominate local discovery and brand search.

Generate high-performing web copy, meta data, and AI Overview-optimized content.

Automate blog posts, destination guides, and social campaigns tailored to your unique property voice.

Boost direct bookings by ranking above OTAs in AI search results.

How Soom Reinvents Hospitality Operations

1. Magnus — The Chief of Staff for Every Property

Magnus acts as your intelligent GM assistant across the entire portfolio.

It monitors operations, financials, and guest sentiment — surfacing actionable insights and reports daily.

"Occupancy up 8% week-over-week. Two properties flagged for low guest satisfaction on response times. Automated feedback campaigns initiated via Soom Connect."

Magnus keeps the brand running like a world-class machine — without losing the human touch.

2. Soom Chat & Inbox — Guest Communication, Unified

Every channel. Every conversation. Every language.

From booking to post-stay, Soom Chat and Inbox ensure every guest receives personalized, on-brand communication instantly.

• Multi-language support
• Voice, web, WhatsApp, and email integration
• AI summaries for every conversation
• Escalation routing to staff when needed

All in one place, under your brand.

3. SomaDB — Real-Time Operational Visibility

Your data warehouse reimagined.

SomaDB unifies PMS, POS, HR, and CRM data to provide a single source of truth across the entire portfolio.

Combined with Soom Models, it can forecast demand, predict cancellations, and optimize staffing and inventory dynamically.

"Forecast occupancy for Q3 based on historic patterns and event data. Predict F&B demand for weekend packages."

4. Soom Memory — The Living Guest & Staff Knowledge Graph

Every interaction, request, and insight feeds into Soom Memory.

It becomes your property's living intelligence — a 360° profile of guests, staff, vendors, and operations.

• Personalized guest preferences
• Staff training history and SOPs
• Maintenance logs and incident records
• AI-generated insights for upsell and retention opportunities

"Generate loyalty offers for guests who stayed 3+ times this year and rated 9+ on feedback."

5. Soom Create — Marketing and Storytelling at Scale

Content and creativity drive discovery. Soom Create helps your marketing team craft:

• Destination blogs and newsletters
• High-converting landing pages
• Video and ad scripts for seasonal campaigns
• On-brand templates for property promos

Everything is aligned with your unique tone, design, and strategy — automatically updated as trends change.

Built for Multi-Property Scale

Boutique Hotels & Independent Properties

Unify guest communication, automate operations, and build your own AI-powered hospitality brand with personalized guest experiences.

Resort Chains & Multi-Property Groups

Scale guest satisfaction across every property with Soom PODS and MCP for franchise and portfolio management with full oversight.

Luxury Hospitality Brands

Deliver unforgettable experiences with AI precision while maintaining human warmth and personalization at every touchpoint.

Corporate Hospitality & Business Hotels

Operate intelligently with automated back office operations while elevating every guest interaction with data-driven insights.

Outcomes Soom Delivers

Why Hospitality Leaders Choose Soom

• Human Touch, AI Precision: Soom automates the back office while amplifying the warmth, speed, and personalization of your guest experience.
• Intelligence That Grows With Every Guest: Soom Memory learns from every interaction — making your brand smarter, more empathetic, and more profitable over time.
• One Ecosystem, Total Control: All your systems, all your data, and all your properties — orchestrated in one AI-powered platform.
• Your Brand, Your Model: Train your own Hospitality LLM — capturing your tone, service style, and guest standards to create a proprietary model that powers every interaction.
• Built for Multi-Property Scale: Whether you run one boutique hotel or 500 resorts, Soom's modular design (via PODS + MCP) scales perfectly with your operations.

The Future of Hospitality Is Intelligent, Personal, and Effortless

Guests don't just want service — they want recognition, anticipation, and trust.

Soom gives you the infrastructure to deliver that at scale — uniting your brand's data, systems, and people into one intelligent, 24/7 ecosystem.

This is more than AI adoption — it's hospitality evolution.

Ready to Redefine Guest Experience?

Unify your guest communication, automate operations, and build your own AI-powered hospitality brand with Soom.