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But just learning to respond to guest questions and route requests to hotel departments isn’t the be-all end-all for Edward. Mrini wants Edward to learn skills that enable it to be just as useful as a talented employee that can help out in multiple departments.
Future plans for Edward include teaching it how to make a reservation the way a reservation agent would. While it can make a very simple, straight-forward booking, it isn’t yet able to answer more complex guest questions along the lines of: “What do you think? Should I book this room or that suite?”
“Edward is learning at the moment from our reservation agents,” Mrini explains. “And once we see that he has got the confidence to go a bit further and take on more responsibilities, we will give them to him.”
Plans for Edward also include allowing him to open guestroom doors (via digital key), control the AC and lighting, and more.
Edward has already demonstrated how he can come up with solutions on his own. For instance, he realized that guests were regularly leaving behind their passports in the guestroom safe. So he began to look at which guests were from overseas, and on the day of their departure, would send them a note asking if they had remembered to take their passports out of the guest room safe.
“The response from guests was outstanding,” Mrini explains. “Guests replied with statements such as: ‘Oh God! Thank you so much!’ and Edward virtually eliminated that issue for both our guests and our hotel staff.”