AI tools are arriving across hospitality: forecasting demand from weather and bookings, drafting rotas, answering phone and online enquiries, writing marketing copy, analysing reviews, predicting stock needs and even pricing hotel rooms. Used well, they free managers from admin and help reduce waste and labour costs. But they raise real questions. Staff worry about jobs and about being monitored or scheduled by an algorithm. Guests may not want to speak to a bot when they have an allergy question or a complaint, and errors in those areas can be serious.
AI-generated content can be inaccurate or generic, so a human should check anything published. Guest and staff data used by AI tools is still covered by UK GDPR, so venues need to know where data goes, and decisions with significant effects on people deserve human review. The healthiest approach treats AI as a support for the team rather than a replacement for care. Hospitality remains a human craft, and guests can feel the difference.
What we ask on the show
- Would you trust an AI to write your rota?
- Where should AI never be used in a restaurant or hotel?
- Has technology made your job easier or just more watched?
- Could AI ever deliver genuine hospitality?