-
Artificial Hospitality – Image Credit Unsplash
AI has become one of the hottest topics in hospitality. It promises efficiency but raises tough questions about the guest experience, job roles, and trust. When leaders met earlier this year we split into operations and sales breakouts to debate where AI helps and where it might hurt. Here are the key takeaways.
- Kiosks could help with check-in
Some liked the airline style model with kiosks and a roaming teammate. Others worried it would take away from the curated experience guests expect. The group agreed that kiosks could help overcome language barriers and might free staff for higher value work.
- The front desk might be repurposed, not removed
Instead of eliminating jobs, AI could shift roles. If kiosks handle routine arrivals, staff could focus on analysis and service that deepen loyalty.
- AI is fast but not always trustworthy in sales
Lead response time is critical, and AI can generate quick templates and emails. The danger is overreliance. Too much automation risks losing the personal brand that wins clients.
- Personal connections still close deals
A story from Grand Wailea proved the point. A long-term sales leader is so trusted that clients book site visits just to work with her. AI cannot replace that human bond.
- Balance is everything
The consensus was that AI should take on routine tasks so people can focus on empathy, creativity, and relationships. Hospitality is still a human business.
Read More:
Discussion Questions for Your Team
- What would it look like if our hotel adopted an airline style kiosk for check in? How might that change the role of the front office?
- If we introduced more automation at the front desk would it improve productivity or weaken the guest experience?
- Where is the line between using AI to speed up lead responses and maintaining the trust that comes from a personal reply?
- How could AI take routine tasks off our plate so our team can spend more time on empathy and high value interactions?
Jacob Alcala, Event Manager, Grand Wailea Maui, A Waldorf Astoria Resort, Rising Sales Leader Council. Connect with Jacob on LinkedIn.
This article originally appeared on HSMAI.
