The travel industry is on track to become a $15 trillion industry within the next decade and nearly half (49%) of Americans say they are planning to travel more this year. Should those predictions hold true, hotels and the rest of the hospitality industry can expect an influx of guests through the end of the year and beyond.
To help manage the expected rush and find new ways of streamlining operations, many hotels and restaurants are looking to artificial intelligence (AI) tools that can enhance the worker experience and, in turn, create more positive customer experiences. Naturally, there are concerns given that the hospitality industry has built its reputation on fostering connections, but striking the right balance between a human touch and the right tools can do wonders for frontline worker productivity and overall operations.
Let’s explore the three key benefits of embracing AI and how hospitality companies can continue to maintain crucial personal connections with customers.
AI Drives Consistency, Compliance and Scalable Task Management
By automating certain tasks, providing real-time guidance and promoting data-driven decision-making, the use of AI tools can help hospitality frontline workers maintain high standards of service quality and adherence to regulations. Leveraging the power of AI allows workers to be guided through standardized processes and workflows, like check-in / check-out procedures or even food preparation guidelines, ensuring all tasks are completed consistently and correctly each time. AI can also aid in compliance tracking by generating reminders or reports for any related tasks, including food safety inspections or employee training, among others.
AI-backed tools can also assist frontline workers in managing tasks more efficiently. Chatbots and virtual assistants (VAs) can handle routine guest inquiries, reservations and booking confirmations. This frees up workers to focus on more complex tasks and interactions that require a personal touch while providing guests with quicker response and resolution times. With AI technology, workers can also get quick access to critical information about the hotel’s facilities and services and provide fast, accurate responses to guest queries, offering companies task management that’s scalable.
Workplace Versatility Maximizes Frontline Productivity and Improves Operations
Implementing versatility in the workplace is increasingly important for executing the day-to-day operations of any hospitality establishment. Using AI tools can have an immediate impact on both frontline productivity and operations while building a more agile workforce that’s ready for evolving demands.
With AI’s ability to analyze data, hotel and restaurant staff can provide curated guest experiences with access to guest profiles, previous interactions, notes from check-in or a reservation and more. This hyper-personalization wouldn’t be nearly as easy without the use of AI and can significantly improve operations. AI tools can also help productivity and operations by offloading easier tasks (like answering frequently asked guest questions or creating employee schedules) and predicting maintenance and equipment needs. This way, frontline staff are empowered by being able to leverage AI to automate simple tasks, provide data-driven insights and optimize operations - all aspects that contribute to creating better worker and guest experiences.
Better Tools Build Engaged Workers, Create Positive Customer Experiences and Keep The Human Connection Alive
It’s no secret that AI tools bring a wide variety of benefits to workers in the hospitality industry but maintaining a human connection with guests remains of paramount importance. AI tools and chatbots, or VAs, are ideal for assisting with basic tasks like answering customer inquiries or processing reservations. These platforms can be used as a tool that employees can leverage when they need to respond to run-of-the-mill requests, brush up on industry/company knowledge or ease their workloads by automating repetitive tasks.
When customers visit hotels, many are seeking in-person experiences and interactions. This includes personalized and warm greetings when guests arrive and maintaining face-to-face interactions during someone’s visit. Above all else, AI should be recognized as a support tool. By combining the efficiency of AI with human interaction and connection, hospitality companies have the opportunity to create a top-tier, personalized guest experience while also cultivating engaged workers.
The use of AI tools across industries shows no signs of slowing down, and hospitality companies should look to capitalize on these new technologies to empower and engage frontline workers, maximize productivity, provide truly exceptional guest experiences and stay competitive in a quickly evolving industry. Embracing AI technology can help inspire frontline workers to exceed expectations while still providing valuable human connections and consistently satisfying guest experiences.
ABOUT THE AUTHOR
Josh Felix serves as the Director, Solution Design for Axonify. As an expert in learning, communications, and operations for both global organizations and small businesses, Josh enjoys the ability to change how companies around the globe support their employees. Focused on the 360º learning approach of knowledge transfer, knowledge reinforcement, and knowledge assessment, he assists clients in making the change and implementing this approach with proven learning platform tools. Data matters, and it matters in the overall implementation; with in-depth analysis of learning and knowledge data, Josh can ensure that learning is always evolving for the learner. With Axonify, there is a value proposition that enables the frontline employee in knowledge, communication, and execution! Josh lives in Peachtree City, GA, with his wife, Victoria, and three children, Mackenzie, Karter, and Wyatt.