Hotel Natural's digital Concierge
How could I bring the hotel's offerings together and help guests plan their stay? I started with the operation to develop the Concierge, connecting tours, bar offerings and spa with service rules, validated by management.
Bringing the information together
Information brought together in the Concierge
Tours
Attractions and activities
Bar
Menu and service
Services
Operational information
Concierge
Tours, the bar, spa and other services each have their own schedules and rules. I brought this content together to help guests make choices.
I turned prices, schedules and operational rules into content and paths for submitting requests through WhatsApp.
Context of my role
I have worked in operations and projects since January 2021, alongside my degree. This is a family business with 40 guest rooms. I conceived and developed the Concierge individually, with management validation.
Organizing the guest journey
I organized the Itinerary, Explore and Services sections: guests can learn about Brotas, choose options and prepare their stay through a responsive interface.
Understanding the operation
Offerings, schedules and needs
Translating the rules
Content, choices and interface
Validating and maintaining
Management and release development
From development to maintenance
I conceived and developed the application individually in HTML, CSS and JavaScript, using Node.js in the release workflow. I organized information about Brotas, service selection, interface states and request preparation. Management validates the content and rules. I also set up release generation, testing and packaging for manual publication. The digital bar, spa and tour menus are already in use at the hotel; the Concierge continues to evolve.
Individual development
Concept, content and implementation
Management validation
Business information and rules
Ongoing maintenance
Menus in use and Concierge evolving
Explore the project here. For a full-screen experience, open the Concierge in a new tab.
From choices to an itinerary
Nights and preferences
Length of stay and interests
Suggestions
Options to explore
Local itinerary
Organized days and activities
I delivered a responsive experience for browsing options, preparing requests and organizing suggestions into a local itinerary.
The Concierge continues to evolve. The experience shown organizes choices; bookings and service depend on the hotel's operation.
Beyond the Concierge
Network infrastructure
Separate access points
100 Mbps · on-site checks and configuration
Centralized control
600 Mbps · app-based control, at the provider's limit
Two weeks studying the system; implementation in one day, with help from family. How I modernized the network
I studied the system for two weeks before applying the solution. I led diagnosis, selection, implementation and follow-up, expanding the network from 100 Mbps to 600 Mbps, the provider's maximum offering. I gained visibility into each access point's status and signal quality and could configure access points in bulk through an app. The migration of networks used by televisions, laptops and guests took one day, with family help on the physical migration. It was self-directed learning applied to a real need.
Knowledge with human review
Drafting
Organized information
Human review
Checked content
Approval
Official document
Maintenance
Controlled updates
Library with eight broad areas; AI assistance and preserved sources. How I organize knowledge
The Library primarily serves management: making reliable information easier to find, standardizing content and controlling updates. I structured eight broad areas and a Markdown workflow for drafting, reviewing, approving and maintaining official documents, preserving sources and history. I use AI to support organization, documentation and consistent responses; review and validation remain human responsibilities.
Reviews and NPS
Guest feedback
NPS and reviews
Recurring issues
Grouped problems
Priorities
Operational corrections
Guest feedback to guide operational improvements. From feedback to priorities
I use NPS and reviews to identify recurring issues and prioritize corrections. I also work on the flow inviting guests to share reviews on Google, Booking and Expedia.
Other initiatives and their stages
Finance and time tracking · local foundation
Initiative details
I implemented the foundation of a modular application with authentication, access by module, private files and auditing. I am also developing and testing data extraction from time sheets and checklists, with inconsistency validation and spreadsheet export. The foundation and local tests do not mean the operational modules have been deployed.
Reviews v2 · local validation
Initiative details
I am developing a dedicated collection and management platform, preserving historical data and planning coexistence with and migration from Tally and Google Sheets. Components, data contracts and the visual experience have been validated locally.
Pricing · service validation
Initiative details
I scoped a room-rate comparison tool to support manual pricing decisions, accounting for dates, availability, currency and taxes. Due to server issues, the service is still being validated.