Architecture & phasing

Connect, consolidate, activate

A pragmatic integration layer that complements Smile PMS and chat groups instead of replacing them.

Data sources

Smile PMS per hotel

Stays, guest profiles, room history, F&B/POS and operational records.

Data sources

Zalo / chat groups

Operational guest signals extracted manually or with future AI support.

Core platform

Guest Experience Hub

Unified guest identity, timeline, preferences, tasks, alerts and governance.

Operations

Cockpit and notifications

Daily in-house view, profile enrichment, team routing and action tracking.

MVP scope

Module	MVP objective	Success indicator
In-house cockpit	Daily view of guests present in each property.	Teams open it every morning.
Profile enrichment	Add structured preferences and service notes.	Notes from multiple departments.
Notification rules	Route VIP, allergy, complaint and event alerts.	Fewer missed actions.
Cross-property view	Recognize repeat guests across Mia locations.	Guests feel remembered.
Governance	Roles, privacy, audit trail and source tracking.	Data is trusted and controlled.

Phase 1
Discovery
Map Smile PMS data, chat workflows, guest journey moments and privacy rules.
Phase 2
Prototype
Guest cockpit, manual enrichment and first notification rules on sample data.
Phase 3
MVP pilot
Pilot in one property with selected departments and daily rituals.
Phase 4
Rollout
Extend to the three properties with cross-property guest recognition.

Next step: an alignment workshop to confirm Smile PMS access and choose the pilot property.