Hotel AI & Hospitality Tech Glossary
Clear, answer-first definitions of the terms you'll encounter when evaluating AI and guest experience technology.
The ResortConcierge AI glossary defines the technology and operations terms hotel teams meet when evaluating AI, from AI concierge and sentiment analysis to PMS, RevPAR, RBAC, and webhooks, in plain language, with answer-first definitions designed for quick understanding.
Core AI & guest experience terms
AI Concierge
A conversational AI agent that answers guest questions and handles requests 24/7.
Sentiment Analysis
AI that detects the emotional tone of guest messages in real time.
Smart Escalation
Logic that hands a conversation to staff at the right moment, with context.
Service Request Management
Capturing, routing, and resolving guest requests in one queue.
Knowledge Base
The property-specific information that trains an AI concierge.
TTS / STT
Text-to-speech and speech-to-text that power voice chat.
Operations & technology terms
PMS
Property management system, the operational hub for reservations and folios.
RevPAR
Revenue per available room, a core hotel performance metric.
NPS
Net Promoter Score, a measure of guest loyalty and advocacy.
Multi-Property Management
Running an entire portfolio from one centralized system.
RBAC
Role-based access control that limits actions by staff role.
Webhook
An automated message sent between systems when an event occurs.
Frequently Asked Questions
See these concepts working together
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