Contextualizing AI: How an AI-powered Staff Interface Improves Guest Experience

As the closing part for the Thematic with Oracle Hospitality focusing on how generative artificial intelligence (GenAI) will help hoteliers, this latest panel discussion is truly superb 50-minute conversation with Jason Bryant and Tanya Pratt, two senior leaders at Oracle Hospitality.

Covering many different topics, the underlying theme of this discussion is that the nature of labor in hospitality has fundamentally shifted over the past five years. Properties are experiencing, and will continue to experience, labor shortages and high turnover, while the new associates coming into the industry are often not giving the full training resources due to budgetary constraints.

The primary way that GenAI will help is by reducing the busywork or non-guest-facing tasks that these team members don’t consider to be the primary draw or motivation for advancing their careers within a hotel setting. Importantly, these tools will be embedded within user platforms rather than bolt-on entities that are likely to make tech matters more complicated for the already harried associate or manager.

In other words, GenAI and its forerunner, machine learning (ML), will help to invisibly connect the dots in real-time so that staff can be even more guest-facing. This will help to motivate teams to stay in their roles while also enabling better guest service, personalization and upselling opportunities. Be sure to listen or watch as we also explore other AI concepts like summarization, categorization and retrieval-augmented generation (RAG).