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SPECIAL FEATURE - AI

AI and the

Human Touch

We hear a lot of chatter about AI in the hospitality industry, but we have traditional property management systems margins. Hotels are uniquely impacted DIGITAL LITERACY IN confidently, adding value to their
yet to grasp its full impact and implications on day-to-day operations and (PMS) have not freed staff from repetitive, by business rates, which historically HOSPITALITY professional growth and boosting
Relieving staff of repetitive tasks allows
the staff who keep our hospitality businesses running. Here Asif Alidina, time-consuming tasks. overburden the industry due to their them to focus on roles that truly engage operational efficiency.
central locations and large properties.
Now, for the first time, computers
Co-Founder & CEO of Inntelo AI talks about AI and the human touch can communicate naturally with While Labour’s reforms may eventually their skills and talents, benefiting both A COLLABORATIVE
and how this is leading to a new era in hospitality. humans, understanding and responding benefit the wider sector, hotels must look employees and the business. When front- FUTURE: HUMANS AND
in conversational language. This shift for new solutions in the meantime to line workers can shift their focus from AI WORKING TOGETHER
allows AI to take on some of the biggest mitigate these new pressures. mundane duties to more dynamic tasks, Ultimately, adopting more tech as an
T his conversation has only FREEING UP FRONT DESK STAFF challenges at the front desk, freeing staff a platform for hotels to level up their it leads to increased job satisfaction and a industry is not about replacing people,
AI can be instrumental here, providing
more engaged, committed workforce.
Let’s start at the beginning: the front desk.
but about reimagining their roles and
intensified after the recent
to engage meaningfully with guests.
budget announcement, with the It’s the first point of contact for a guest and With AI-driven solutions like offering with a focus on driving efficiencies By handling logistics and operations, AI unlocking their potential. AI is a powerful
reduction of business tax relief adding the service they receive can shape their conversational AI, hotels could replace and heightening the ‘human touch.’ frees staff to take on roles that require tool that complements human capabilities
financial pressure on an already entire experience. But front desk teams traditional phone systems and call centres, By automating operational tasks and human skills: empathy, intuition and – what it cannot replace is the personal,
strained sector. Combine this with are constantly stretched. They’re expected offering guests a natural conversation elevating the guest experience, AI helps creativity. AI might handle inquiries and memorable interactions that define a
rising labour costs and it’s clear that to greet every guest, handle check-ins experience without the frustration of hotels adapt to financial constraints, distribute tasks, but only a person can great guest experience.
hospitality businesses need to unlock and check-outs, process payments, assign endless button-pushing. delivering both cost savings and new welcome guests with a smile, make eye As AI removes administrative tasks, it
other efficiencies to stay resilient – rooms, take and fulfil requests, answer This removes the front desk from revenue opportunities at a time when contact and deliver the warmth and improves working conditions, allowing
especially when operations are already phones and welcome guests with a smile being a bottleneck, letting them focus on venues need both. attentiveness that truly defines a guest’s staff to focus on creative, communicative
understaffed. – all while juggling inquiries from guests in guests in front of them without constantly experience, especially when they’re in a and personal interactions that guests value
AI and other emerging technologies their rooms. juggling between answering phones, new place or celebrating a special occasion. most. Yes, AI will change operations – but
have the potential to unlock efficiencies Many hotels have tried to adopt digital responding to messages, or dealing with AI can also serve as a mentor or co-pilot it’s a change for the better. It empowers
that make operations more productive check-ins, keyless entry, or even check- in-person interactions. for staff, especially those new to the industry. hospitality professionals to be more
and decisions smarter, providing a in booths to alleviate this load, but these AI IS A POWERFUL TOOL THAT Imagine an AI tool that not only handles engaged, innovative and ultimately, more
necessary lifeline to hotels and other solutions lack the warmth and personal MOUNTING CHALLENGES COMPLEMENTS HUMAN CAPABILITIES guest communications but also guides new fulfilled in their roles.
hospitality businesses. touch that front desk staff provide. Apps FOR HOSPITALITY – WHAT IT CANNOT REPLACE IS THE employees with recommendations, task By combining the strengths of both
The conversation around AI have also been introduced, but downloading The recent UK budget has introduced PERSONAL, MEMORABLE INTERACTIONS prioritisation and real-time feedback – technology and human talent, the
shouldn’t just be about automation, but yet another app often feels inconvenient and fresh financial challenges for hotels, THAT DEFINE A GREAT GUEST helping to smooth the onboarding process hospitality industry can look forward to a
about transforming operations in ways detracts from a seamless guest experience. with reduced business rate relief and EXPERIENCE.” and foster continuous learning. future where exceptional guest experiences
that enhance productivity, reduce costs This is where AI can offer a radical rising labour and insurance costs placing Asif Alidina, This hands-on digital literacy empowers are the norm, supported by the best of AI
and improve the guest experience. rethink of front desk operations, as increasing pressure on already thin Co-Founder & CEO of Inntelo AI staff to use emerging technologies and the irreplaceable human touch.

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