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
Book a walkthrough mapped to your property, or start a free trial today.