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"Using AI voice technology, Aiello achieves real-time responses to guest needs and automates guest requests and internal tasks through its task management platform. Especially with the Opera PMS integration, we no longer need to switch between platforms, resulting in a significant boost in operational efficiency."
— General Manager, Rebecca Lee
In the city of Tainan, Taiwan, Silk Place Tainan stands as a full-service hotel with 255 rooms. It welcomes leisure travelers hunting for culture and business guests needing a smooth stay.
The hotel mixes modern vibes with traditional Taiwanese touches, earning it a solid reputation. But running a place this big—think housekeeping, front desk, engineering, and guest services—takes serious teamwork.
For years, the hotel relied on traditional tools that struggled to keep up with its growing operational demands, paving the way for a transformative change.
Picture this: staff juggling Line Chat groups, phone calls, and walkie-talkies just to keep things moving. Tasks were managed in Google Sheets with regular, time-consuming visual reports, but this practice eventually stopped. Good luck finding them.
Room statuses got lost in the shuffle, and supervisors played detective to track progress. When foreign staff joined the mix, language hiccups slowed things down even more. Check-out time was the real test—guests tapping their feet while the team raced to confirm rooms. It wasn’t pretty.
Then came Aiello Task Management System Pro. It plugged right into Opera PMS, pulling every department onto one screen. Room statuses were instantly visible in real time, while housekeeping tasks were broken down into 6 clear steps and automatically routed to the relevant departments for check-ups. No more hunting down the person on duty or waiting for confirmations—tasks like repairs or guest requests were sent directly to the right team, saving time and cutting out the back-and-forth.
Housekeeping could assign tasks and watch them get done from a single dashboard. Engineering got instant alerts—no more missed fixes. Guest requests? Handled fast with AI voice tech (Aiello Voice Assistant). Suddenly, the chaos faded, and check-outs turned into a breeze. Guests left smiling, and the staff could finally breathe.
In just 3 months of using Aiello Task Management Pro, this 255-key city hotel saw a clear change. The hotel reached a 99% task completion rate, meaning guest requests and internal tasks were handled quickly and correctly.
The platform’s flexibility let the hotel set up custom tasks like F&B and Banquet Repairs, Checkout Dirty & Occupied Clean, and handling HR staffing orders—where requests for extra staff for upcoming events are sent to all employees, letting anyone willing to work sign up easily.
In addition to these customized tasks, the platform also improved communication efficiency—coordinating and assigning tasks that used to take 5-10 minutes of back-and-forth now took just 30 seconds, cutting coordination time by over 80%. Supervisors could also create detailed task reports in 2 minutes, giving them quick insights to improve operations.
In this final section, we turn to the standout features that have won over hotels using Aiello TMS Pro.
Based on data from over 50 properties, the most widely adopted automation capabilities are Repair, Delivery, and Cleaning, with 75% of hotels automating Repair tasks, 69% automating Delivery, and 44% automating Cleaning (including specialized tasks like Checkout Dirty and Occupied Cleaning).
The numbers show these features make hotels run smoother and guests happier, making them the platform’s top tools.