Fraser SmartStay: In-Residence Guest Operations & SLA Intelligence

Role: Lead Full-Stack Architect & Systems Engineer
Stack: Laravel 12, Inertia.js, Vue 3, Redis, WebSockets / Pusher, PostgreSQL, CIDR Geofencing, Cryptographic QR Tokens
Architecture: Zero-Download PWA Hospitality Architecture with Real-Time Departmental SLA Escalation

Overview

Fraser SmartStay is a zero-download in-residence guest operations and hospitality automation platform engineered for luxury serviced residences. The platform streamlines guest requests, in-room dining, concierge services, housekeeping triage, and maintenance tracking.

Key Architectural & Engineering Highlights

• Zero-Download PWA Guest Experience: Guests scan a cryptographically signed QR code in their suite to access the complete hotel catalog without downloading any native app.
• Apartment-Bound Cryptographic QR Tokens: Each suite features an HMAC-SHA256 signed QR token that validates room identity and check-in session validity.
• Hotel Wi-Fi CIDR Geofencing: Dual verification verifying both room QR signature and guest connection to authorized hotel subnets to prevent remote spoofing.
• Real-Time Departmental Request Triage: Immediate dispatch of guest inquiries to Front Desk, Concierge, Housekeeping, or Maintenance via WebSockets.
• Automated SLA Escalation Timers: Dynamic timers track service resolution times; tickets exceeding SLA thresholds trigger instant supervisory escalation alerts.