The hospitality industry is always evolving thanks to technological advancements that aim to improve guest experiences and streamline operations. However, the implementation of new operational technologies, particularly complex ones, can pose challenges when it comes to training hotel staff. As AI chatbots become more common in hotels, the need for effective training is crucial to ensure smooth operations and maintain high-quality guest interactions.
During a recent episode of Experts Talk, Stephanie Leger, Chief Excellence Officer at First Rate Hospitality, shared her insights on integrating AI chatbots into hotel operations. With extensive experience in the industry, Leger emphasized the importance of taking a thoughtful approach when adopting new technologies. It is vital that these innovations align with a hotel’s brand standards and enhance guest experiences rather than creating obstacles for staff.
Leger’s key takeaways highlighted the importance of understanding the capabilities and limitations of new technologies like AI chatbots before implementing them in hotels. Additionally, it is crucial for technologies to align with a property’s service quality and brand standards, especially in high-end establishments. Providing comprehensive staff training programs is essential to ensure that employees can confidently and competently use new technologies.
Continuous monitoring of technology performance and gathering feedback from guests are important to ensure that these tools meet expectations and operational needs. Hoteliers should avoid falling into trend traps by adopting new technologies solely because they are popular. Instead, a strategic approach should determine whether a technology is a good fit and serves a purpose for the specific property.
