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Located in Yilan's famous Jiaoxi Hot Springs area, MU Jiao Xi Hotel shows what thoughtful hospitality looks like. With 190 guest rooms, each featuring private hot spring baths, the hotel has built a strong reputation for combining natural wellness with art and design. But behind this peaceful setting is a story of operational change that started with recognizing the limits of traditional hotel management—and a commitment to building a more sustainable future.
Like many hotels striving for excellence, MU Jiao Xi Hotel faced mounting operational pressures. The challenges weren't strange, but they were persistent: maintenance requests scattered across departments required constant phone coordination and labor-intensive triplicate forms. Staff spent 15-20 minutes per repair request just on paperwork and follow-up calls. Guest service requests bounced between LINE messages, phone calls, and handwritten notes, creating information gaps and delayed responses.
Beyond the inefficiency, another major concern was sustainability. Stacks of paper forms, printed room directories, and traditional compendiums filled with hotel information were at odds with the hotel's environmental values. For a property built around the natural beauty of hot springs and wellness, the reliance on paper-heavy processes felt increasingly misaligned with their mission. MU Jiao Xi Hotel primarily serves family travelers who expect seamless, quality experiences; these operational friction points challenged the very standards that defined their brand.
The solution came through a strategic partnership with Aiello, implementing a comprehensive ecosystem: AVA (AI voice assistant) for enhanced guest interaction, and TMS Pro (task management system) for streamlined operations.
Since implementing AVA in October 2021, the results have been remarkable. The AI assistant now handles over 43,000 guest room calls annually—calls that would otherwise tie up front desk staff during peak periods. Perhaps more telling is how guests have embraced the technology: 46% of AVA usage involves IoT room controls, with an impressive 76% of those commands delivered by voice.
"To provide more immediate service that better meets guest needs, the hotel implemented Aiello's smart solutions," explains General Manager Jia-Jun Zhu (朱家均). "AVA helps fulfill guest requests quickly, enhancing the overall stay experience; TMS Pro streamlines internal workflows, reducing the burden on frontline staff."
Beyond convenience, AVA has become both a powerful marketing tool and a driver of sustainability. Within a year, it generated over 30,000 marketing interactions by proactively promoting hotel services and facilities, enabling guests to discover spa treatments, dining options, and local attractions through natural conversation with their in‑room assistant. At the same time, by replacing traditional paper‑based compendiums, AVA offers an interactive, eco‑friendly way for guests to access hotel information—enhancing engagement while supporting a greener future.
The implementation of TMS Pro in January 2025 marked the hotel's most significant operational breakthrough. Engineering Manager Qi-Wen Lin (林啟文) witnessed the transformation firsthand: "In the past, departments mostly relied on phone calls or LINE messages, which often caused information gaps and inefficiencies. Since adopting TMS Pro, we have reduced paperwork, now receive tasks and update progress directly in the system."
The numbers speak volumes: concierge phone calls dropped by 50% as guest requests now flow seamlessly through TMS Pro to housekeeping. Cross-department maintenance communication time dropped by 83%—from 15-20 minutes of form-filling and coordination calls to under 3 minutes of digital task creation and tracking.
The 98.1% completion rate for guest requests comes with detailed analytics that reveal insightful patterns, helping the hotel optimize inventory and anticipate guest needs—all while maintaining a complete digital record that supports operational efficiency. But perhaps the most meaningful change is what's no longer needed: triplicate paper forms, handwritten notes, printed work orders, and manual logs, reducing the hotel's paper consumption.
MU Jiao Xi Hotel didn't just adopt TMS Pro—they made it their own. The hotel created custom templates that reflect their specific operational reality: separating daily maintenance from facility décor needs, creating specialized workflows for spa pool maintenance and painting projects, each with built-in approval steps.
"We once tried other systems, but they couldn't customize spare-part options for the engineering team," notes one staff member. "With TMS Pro templates, we can add our own fields, which are extremely convenient."
MU Jiao Xi Hotel's journey shows a crucial truth about hospitality technology: successful implementations aren't about replacing human service, but about empowering staff to deliver exceptional experiences while advancing environmental goals. By digitizing workflows with TMS Pro and replacing printed materials with AVA's interactive assistance, the hotel has significantly reduced its environmental footprint while simultaneously improving service quality.
The hotel's success demonstrates that digital transformation in hospitality creates sustainable operations that support exceptional guest experiences, employee satisfaction, and environmental stewardship. As the industry continues to evolve, properties that embrace this holistic approach will find themselves setting new standards for what modern hospitality can achieve.
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