Digital concierge application

The main challenge was operational variability: each hotel in the group has its own processes, its own management tools, sometimes different physical equipment for room locks or payment terminals. Building a single application that adapts to this diversity without diluting the guest experience requires a particularly flexible architecture. We also had to handle security constraints specific to premium hospitality: fine-grained management of personal data (preferences, habits), payments, integration with existing property management systems (PMS), and strict GDPR compliance. Finally, adoption by internal teams was a topic in itself: a guest app that wouldn't be adopted by reception or room service staff would be doomed, regardless of its technical quality. Every staff-side screen was therefore designed with their feedback to avoid adding friction to their daily work.

We developed an iOS and Android mobile application built on React Native with a per-property configuration engine. Each hotel can enable or disable modules, customize its visual identity, adapt its schedules and service rules, without requiring a new application version. Core features include digital check-in, room service ordering, spa booking, direct chat with reception, personalized notifications and access to the hotel's practical information. On the integration side, we built connectors to the most common PMS systems used in the chain, so data flows both ways without double entry. On the experience side, we worked extensively on the micro-details that make the difference in premium hospitality: interaction latency, transition elegance, message tone, notification discretion. The app integrates into the experience without ever claiming to replace it.