Nestled in the snowy expanse of a Japanese mountain, this premier ski resort faces the unique pressures that come with being the country's top ski destination. Between waves of international travelers, dramatic seasonal occupancy swings, and the challenge of training largely short-term, multilingual staff, maintaining exceptional service standards requires more than traditional hospitality approaches. For the team at this ski resort, the answer came through embracing innovative technology solutions.

When Traditional Methods Hit Their Limits

The challenges were mounting. Labor-intensive daily operations stretched staff thin, with each delivery task consuming 5-20 minutes of precious time. The front desk was drowning in repetitive calls, especially during peak hours when guests needed immediate assistance. Most critically, language barriers created friction during the moments that mattered most—check-in, check-out, and those crucial first impressions.

Faced with these operational realities and serving guests primarily from Europe, East Asia, and Southeast Asia, the hotel needed solutions that could work seamlessly across cultures and languages. The team turned to Aiello's integrated ecosystem: AVA (AI concierge), TMS Pro (task management system), and AVT (consecutive voice translation).

"With task assignments and guest requests centralized in one system, team coordination improved significantly," said the General Manager. "Our guests now enjoy a smoother, more comfortable stay—with their needs met promptly and consistently throughout their time at the resort."

Turning Talk into Action

From December 2024 to April 2025, Aiello's voice-and touch-activated solutions recorded over 80,000+ guest interactions, from answering FAQs to fulfilling amenity requests. The results speak for themselves: 66% of phone calls were avoided through AVA's always-on concierge service, while 75% of IoT controls—from lights to thermostats—were activated by voice command. Perhaps most telling of all, reviews that mentioned AVA saw a 13% increase in OTA ratings, with scores rising from 8.8 to 9.9.

Beyond convenience, this transformation meant front desk teams spent less time answering repetitive questions and more time engaging guests in meaningful ways. The shift from reactive to proactive service has fundamentally changed how the hotel operates during its busiest periods.

Language Now Becomes Connection, Not Barrier

During the resort's intense check-in and check-out periods, clear communication can make or break a guest's experience. AVT handled over 2,500 conversations across 75 languages, with 74.8% serving the hotel's core international clientele from Europe, East Asia, and Southeast Asia. The conversations weren't just basic—guests inquired about ski services, room amenities, Wi-Fi access, and parking details with the same ease they'd experience in their native language.

The transformation went beyond efficiency metrics. Staff confidence soared when language was no longer a barrier to providing excellent service. What once created tension during busy periods now flows naturally, creating the welcoming atmosphere that international travelers seek during their mountain getaway.

Operational Wins That Add Up

The impact wasn't limited to guest-facing improvements. Internally, Aiello's TMS Pro transformed how tasks were assigned, tracked, and completed across departments. The system achieved a remarkable 99% task confirmation rate, virtually eliminating dropped assignments and follow-up delays that had previously plagued operations. Time savings were equally impressive, with delivery-related tasks becoming 60% more efficient—amounting to 20 hours of manual labor saved over just 400 requests. Report generation, once a time-consuming administrative burden, saw an 83% reduction in completion time.

Housekeeping coordination experienced perhaps the most dramatic transformation. By integrating seamlessly with Opera Cloud PMS, the system eliminated human errors and reduced communication time by 80%—all without requiring a single phone call between departments. This level of coordination has elevated service standards while reducing the stress and confusion that often accompanies high-volume operations.

A Future-Ready Hospitality Model

This ski resort isn't just surviving the challenges of modern hospitality—it's redefining what efficient, guest-centric service can look like in a high-pressure environment. With Aiello's seamless blend of automation and human touch, the resort has unlocked an elevated standard of operational efficiency and service quality, particularly in smart device integration and guest connection. The timing couldn't be better, as these improvements are now fully in place just as the resort prepares for its next peak season.

The transformation at this ski resort demonstrates that the future of hospitality lies not in replacing human connection, but in empowering staff to focus on what they do best while technology handles the routine. As the industry continues to evolve, properties that embrace this balance will find themselves not just meeting guest expectations, but consistently exceeding them.

Ready to transform your property's guest experience and operational workflows? Contact us to learn how Aiello can help your hotel achieve similar results.