[Customer Testimonial] How a Luxury Hotel Reduced Breakfast Wait Times by 25% with AI-Powered Crowd Analysis

[Summary | Key PoC Results]

• Average wait times reduced by 25% (breakfast restaurant and pool)
• Breakfast restaurant utilization increased by 18% (after data-driven guidance)
• Leveraged existing CCTV infrastructure, reducing initial deployment costs by 70%

There’s a clear reason why luxury hotels around the world are investing heavily in AI: guest experience defines brand success. According to HotelTechReport’s survey, 92% of hotels surveyed after the pandemic said that “guests now prefer contactless service.” This indicates that efficient, wait-free service has become a new benchmark for competitiveness.

However, many hotels continue to struggle with congestion in key facilities such as breakfast restaurants and pools. One luxury hotel faced the same challenge—but found an innovative solution through Superb AI’s AI-powered crowd analysis technology. By leveraging its existing CCTV infrastructure, the hotel successfully improved both guest satisfaction and revenue.

Challenge: Congestion and Wait Times Were Undermining Guest Experience and Revenue

Before adopting AI, the hotel’s online reviews repeatedly mentioned dissatisfaction such as “We almost missed breakfast because the line was too long” or “The small pool was so crowded it felt like an old-school swimming class.” Such negative experiences directly impacted the hotel’s reputation and customer retention.

The underlying root cause was a lack of data-driven insights:

• Uninformed operations: Staff scheduling was based on experience and intuition, making it difficult to respond quickly to fluctuating guest volumes.
• Reactive management: Issues were identified only after guest complaints arose, perpetuating a cycle of dissatisfaction.
• Lost opportunities: Guests discouraged by long waits eventually decided not to use facilities altogether, leading to missed revenue from underutilized services.

Solution: Transforming Existing CCTV into “Data-Driven Eyes”

To address these challenges, Superb AI implemented an AI-powered real-time crowd and congestion analysis solution that uses existing CCTV cameras. The system identifies people in live video feeds across the hotel’s facilities, calculating the number of people waiting, estimated wait times, and usage patterns. All processing occurs locally on edge devices, ensuring full privacy protection. Managers receive thorough analysis and actionable insights via a dashboard that updates within one to two seconds.

Superb AI conducted a two-week Proof of Concept (PoC) with the hotel, focusing on its most crowded areas—the breakfast restaurant and the swimming pool. Using the existing CCTV infrastructure, the team verified the potential of data-driven operations to tackle the chronic problem.

In more complex environments like the swimming pool, the team optimized camera positioning and applied a specialized AI model trained for pool environments. As a result, people-counting accuracy exceeded 95%, demonstrating Superb AI’s technical strength and adaptability to diverse conditions.

Benefit: Creating a Virtuous Cycle Where Customer Satisfaction and Revenue Grow Together

After implementing Superb AI’s crowd analysis solution, the hotel achieved measurable improvements across multiple areas:

• Poor guest satisfaction → Enhanced brand reputationReal-time congestion data was displayed in elevators and the hotel’s mobile app, eliminating blind waiting and drastically reducing guest complaints.
• Inefficient workforce utilization → Stronger focus on high-value servicesBy predicting congestion and adjusting operations based on data, the hotel reduced average wait times by 25% in both the breakfast restaurant and pool. Staff were freed from repetitive crowd management tasks and could instead focus on providing high-value services for customers.
• Absence of data-driven decisions → Revenue growth through data analysis Data-driven guidance through the hotel app and digital signage led to an 18% increase in breakfast restaurant usage. Additionally, time-based visitor data enabled targeted promotions, increasing the average spending per guest for hotel facilities by 12%.

Scalability: Building an AI Roadmap for the Entire Hotel 

Crowd analysis is just the beginning. Superb AI is collaborating with the hotel to create a sustainable AI growth roadmap that supports full-scale digital transformation.

• [Phase 1: Crowd Analysis] Optimize wait time and operations in key facilities such as restaurants, pools, and lounges.
• [Phase 2: VIP Analytics & Personalization] Analyze individual VIPs’ travel routes within the hotel to offer tailored services.
• [Phase 3: Safety Management & Energy Optimization] Detect incidents such as falls or fires in real time and optimize energy use.
• [Phase 4: Digital Twin] Build a virtual replica of the entire hotel for unified, data-driven operations and simulation.

Guest complaints often reveal pain points—but they also highlight the biggest opportunities for growth. This hotel’s case clearly demonstrates how data-driven decision-making can transform guest experience and unlock new revenue streams.

Superb AI’s AI-powered crowd analysis solution delivers rapid deployment, high accuracy, and limitless scalability—a proven system that helps hotels worldwide enhance service quality and operational excellence.

If you have any questions about Superb AI’s crowd analysis solution or would like a detailed consultation, please leave your contact information in the Contact Us form. Our experts will contact you shortly.