ITB Rewind: How AI Will Take the Pain Out of Hospitality Logistics
Sandrine Zechbauer, Chief Marketing Officer at RMS, believes that AI's biggest impact won"t be in replacing jobs, but in eliminating the tedious, manual tasks that dominate hotel operations. While hospitality is often associated with guest experience, the reality is that 50-60% of a hotel"s workload is logistics—from check-ins and check-outs to paperwork and administrative processes. AI has the potential to automate these workflows, allowing staff to shift their focus back to what truly matters: delivering an exceptional guest experience.
Zechbauer sees AI as an enabler, not a disruptor—helping hotels streamline operations while enhancing the human side of hospitality. While other industries have already embraced AI for automation and content creation, hospitality is still catching up. But the shift is inevitable. The more hotels reduce logistical burdens, the more they can offer personalized, high-touch service—turning AI from a back-office tool into a key driver of better guest experiences.