As the hospitality industry evolves, businesses are increasingly looking to artificial intelligence (AI) to enhance guest experiences, improve employee satisfaction, and streamline operations.
Planday, a workforce management platform, is addressing the concerns and potential benefits AI can bring to the sector, helping businesses optimise processes while allowing staff to focus on customer experience.
Will Meadows, VP of Experience Design at Planday, outlines key areas where AI can be used in hospitality. AI-powered tools can support businesses by predicting inventory needs, managing bookings, and identifying cost-saving opportunities. These systems function like a personal assistant, helping businesses improve efficiency in event planning, staff scheduling, and financial management.
AI also has the potential to personalise guest experiences by analysing customer data. Hospitality providers can use AI to track preferences such as room temperature, dietary requirements, and past activities, allowing for tailored services that enhance customer satisfaction and loyalty. Additionally, AI can reduce the administrative burden for employees by automating scheduling, managing emails, and handling paperwork. By freeing staff from repetitive tasks, businesses can improve job satisfaction and reduce staff turnover.
Adopting AI in Hospitality
To integrate AI effectively, businesses are encouraged to start small by experimenting with AI tools such as ChatGPT or Claude for content creation, event planning, and brainstorming. Gradual adoption allows teams to build confidence in the technology before moving on to more advanced AI solutions.
Meadows also advises businesses to consider how AI can enhance the customer journey. Identifying areas where automation can improve efficiency enables staff to focus on delivering a high-quality, personalised service. Equally important is ensuring employees understand and feel comfortable using AI. Companies can support this by sharing AI-related insights, attending workshops, and fostering discussions on best practices.
Meadows emphasises that AI should be viewed as a tool to support, not replace, human roles. “AI is not here to replace people, but to make their jobs easier and more efficient,” he says. “Embracing AI early on will enable hospitality businesses to stay ahead of the competition and unlock new levels of customer service and operational excellence.”
