In today’s hospitality industry, where grappling with widespread staffing shortages is a common occurrence, virtual assistants can be a solution. These AI-driven systems are designed to manage guest communication throughout the stay, ensuring that guests receive timely and effective service despite the staffing challenges.
Pre-Arrival
The average hotel experiences thousands of guest inquiries, such as reservation changes, every month, often employing a team of as many as four people to handle these standard requests and enter data manually in a property management system.
AI-driven assistants can facilitate automated guest communication. For instance, before guests arrive, virtual assistants initiate contact, sending out welcome messages and providing information on the upcoming stay. They handle routine tasks such as processing booking changes, addressing common pre-arrival questions and automatically sends information to a PMS without any necessary manual action. This automated communication prepares guests for their stay and helps manage expectations.
The Arrival
At arrival, virtual assistants can take over many of the traditional front-desk functions. They facilitate check-ins, distribute digital keys and provide information about hotel amenities. Guests can interact with these systems to find out about local attractions or ask for restaurant recommendations, which the assistants provide based on the available data.
The Stay
During the stay, virtual assistants are available to assist with a variety of services. They can process room service orders, schedule spa appointments and manage restaurant bookings. If issues arise, virtual assistants can either resolve them autonomously or escalate them to the appropriate hotel staff member.
The Departure
As the stay concludes, virtual assistants aid in the check-out process. They can handle payment processing, issue receipts and manage feedback surveys. They are also capable of managing special requests, such as late check-outs, based on room availability and hotel policy.
Post-Departure
After guests have departed, virtual assistants continue the communication thread by sending follow-up messages, requesting feedback and offering incentives for future stays. They can also prompt guests to leave online reviews, helping to build the hotel’s reputation.
The Future
The integration of virtual assistants in hotels is a reflection of the broader adoption of AI in various sectors. In hospitality, these systems are not only addressing current staffing shortages but are also shaping a new standard for guest services. As technology evolves, virtual assistants are expected to handle increasingly complex tasks, further enhancing the guest experience.
The development of virtual assistants in the hospitality industry is a testament to the sector’s adaptability and commitment to maintaining service quality under challenging circumstances. These systems represent a significant step in the evolution of guest services, providing support where it’s most needed.
Story contributed by Bram Haenraets, founder and CEO of Viqal, a company that builds virtual concierge technology for hotels.
