Why AI is the Missing Puzzle Piece in Hotel Management

Careers in the hospitality sector are attractive for many reasons, but stability is generally not one of them. Working in a hotel can be a hugely rewarding experience, providing a range of skills and know-how that can benefit a person throughout their professional life. However, those without exposure to the inner workings of hotels may overlook the challenges that occur behind the scenes.

Even in some of the world’s finest establishments, a well-oiled workforce often masks the reality of a disgruntled and fed-up team. High levels of turnover are a widespread problem, creating a cycle where staff turnover is accepted as a norm in a high-stress industry. The increasing integration of AI in hospitality has the potential to break this cycle.

Until recently, automation in hotels was largely limited to guest messaging. However, automation has now extended to other tasks and processes, enabling operators to prioritize the needs and wellbeing of their employees as much as those of their guests.

Consider the common grievances that lead staff to leave their jobs: poor management, customer service challenges, long and unpredictable hours, workplace culture, and burnout. Many employees also find that a significant portion of their role, intended to focus on exceptional hospitality, is consumed by monotonous tasks behind a computer screen. AI can address or vastly improve all these issues.

Incorporating AI into daily hotel operations is akin to giving every staff member a personal assistant. This assistant has an encyclopedic knowledge of the hotel, its guests, and can anticipate and address issues before they arise. This frees up an enormous amount of time for staff, reducing training time for new employees from eight weeks to just a couple of hours. The AI assistant monitors all systems, inventories, and guest communications, alerting staff to problems and providing solutions. For example, if the air conditioning fails in room 115, the AI assistant prompts staff to dispatch a maintenance team. If a guest hasn’t clicked a digital check-in link, the AI alerts the front desk and suggests sending a follow-up reminder.

Beyond fixing problems, AI enhances the guest experience. By analyzing customer preferences before arrival, AI allows employees to use the extra time they’ve gained to provide exceptional service. This might involve ensuring a hypoallergenic pillow is ready for a returning guest or pre-allocating a space for their electric car. The possibilities for personalization are greatly enhanced when AI handles the background work.

Integrating AI into the daily operations of a busy hotel isn’t as simple as flipping a switch. Its deployment must be tailored to the specific sector and the nuanced preferences of its users – in this case, employees and guests.

Ultimately, AI is the missing piece that can revolutionize hotel operations, making work more enjoyable for staff and creating unforgettable experiences for guests. By adopting AI, hotels can break the cycle of high turnover and create a more stable and fulfilling work environment.