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Invest in your team's Authentic Intelligence
“Hoteliers and restaurateurs are going to thrive” answered the tech investor Bill Gurley, when asked who wins in an AI-driven world. “Humans enjoy experiences, and I don’t think that will change much.”
Artificial intelligence has made remarkable progress in recent years, and revolutionised various industries. It is exceptional at process, and efficiency, and it’s getting exponentially better.
While AI excels in processing data, it however struggles with tasks which require human qualities such as empathy, self-awareness, critical thinking, creativity and ethical judgment. AI can’t recreate the awe of standing under the Northern Lights, the taste of a delicious meal and perfectly paired drinks, or the friendly welcome and meticulous attention to detail provided in a luxurious hotel.
In hospitality, we’re in the business of creating moments that can’t be fully automated by algorithms. The best companies in this space aren’t just focused on making travel faster and accommodation cheaper; they’re obsessed with making experiences more memorable, the interactions more natural , and the service more authentic. In a world of ever-present Artificial Intelligence, a focus on the human connection will always be the best differentiator.
Before investing heavily in AI, the question every hotelier should ask themselves: how can you leverage its benefits without losing personal qualities and the human touch? Rather than viewing AI as a replacement for human intelligence, we should see it as a tool to enhance our capabilities, and augment innovation. Team members in hotels and restaurants should not be replaced by AI, but trained how to work with AI, utilising its capabilities so that they have more time for personal interactions with your guests.
It’s the people who make your business successful. And if you continue investing in them, they will invest in you and your guests. They want to work for organisations that promote their growth, value their opinion, recognise their contributions, care for them, and invest in their development. In our Sales Workshops, your team will learn how to build genuine connections with your guests, listen actively, observe and establish their needs, give personalised recommendations, close more sales and collect feedback.
Putting the learning into practice will increase revenue significantly, enhance guest experiences further, and boost your team’s motivation. During every interaction, your team will cultivate more meaningful relationships, which your guests are craving in an increasingly digital world. It’s all about finding the right balance. We can harness the power of AI, whilst at the same time nurturing our unique qualities and developing everyone’s Authentic Intelligence.