The expansion is designed to “solve the operational fragmentation that has long existed in the luxury travel advisory industry,” the hospitality/loyalty company announced Sunday (Aug. 9) during the Virtuoso Travel Week Tech Summit in Las Vegas.
“The most hospitable way to manage travel — especially luxury travel — is with advisers, and we heard and saw more and more that travel advisers needed a singular, efficient operating system,” Ankur Jain, Bilt’s founder and CEO, said in a news release.
“We built the same end-to-end hospitality infrastructure in travel that’s working in housing and dining, and Bilt OS for Hospitality makes travel advisers’ lives simpler. It helps them capture more bookings, provide top experiences to their clients, and it’s the same playbook within our connected, AI-enabled ecosystem for a reason: solve a real problem for a key group, and the rest follows.”
The release noted that as Bilt expanded its orchestration platform across housing and neighborhood commerce, it recognized a chance to apply the same approach with travel advisers, who spend a substantial amount of time managing multiple systems to serve clients.
Bilt OS for Hospitality, the company added, consolidates some of the tools travel advisers are using with some not available in market into one operating system that includes an agentic concierge that combines technology “with the human touch of an adviser.”
“When advisers adopt the platform, their clients also receive a self-booking platform available on demand 24/7 — allowing them to orchestrate their own trips with full adviser support and increasing the share of wallet advisers have from their clients today,” Bilt said.
The release noted that Bilt OS for Hospitality marks company’s third major hospitality marketplace, after offerings aimed at housing and neighborhood dining and lifestyle.
Meanwhile, PYMNTS wrote last month about the use of AI in the travel and hospitality sector, arguing that the opportunity the technology presents is not for the front-desk agent or the housekeeper, but “the management overhead between them: the time spent triaging information that already exists in separate systems and has not been connected.”
Research from PYMNTS Intelligence found that 52% of hospitality customers expect AI to play a role in customer interactions. And as covered here in April, Agoda, a Booking Holdings subsidiary, found that AI-assisted automation fueled a double-digit year-over-year decline in customer service costs per booking.
