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Artificial Intelligence (AI) is taking the world by storm and the hospitality industry is not left out in this transformation. At the Hospitality Innovation Summit 2023, Laurent A. Voivenel, Senior Vice President – Operations & Development, EMEA & India; Senior Vice President – Group Human Resources & Talent Development, Swiss-Belhotel International, shared his thoughts on the potential benefits and risks of AI in the industry.

Speaking on the panel “Hotel Innovation: How to Ensure Relevance Today and Tomorrow,” Laurent highlighted the role AI plays in enhancing productivity through automation, virtual assistance, personalization of services, and analysis of consumer behaviour. However, he also pointed out that the risks associated with AI must not be ignored. Data privacy and security breaches, as well as centralization of power in a few companies, are some of the dangers associated with AI.

Laurent emphasized that while AI presents opportunities, there is a responsibility that comes with it. This responsibility requires users of AI to take into account the risks and potential dangers associated with the technology. The panel, moderated by Christopher Lund, Executive Director, Head of Hotels, MENA Region, COLLIERS, had other speakers such as Imran Changezi, Development Senior Director, Diriyah Gate Development Authority; Ian Wilson, Regional Director for Hospitality, THE LINE, NEOM; and Chadi Hauch, Regional VP Lodging Development – ME, Marriott International.

Attracting and retaining top talent in the hospitality industry has become increasingly challenging. Laurent believes that hotels must offer competitive compensation packages with exciting learning and growth opportunities for all-around career development. This includes providing the right training for employees to learn new skills and stay up to date with the latest trends in the industry to achieve the highest guest satisfaction. It is also important to create a positive work culture with a supportive and inclusive environment where employees feel valued.

Swiss-Belhotel International has introduced personnel progression programs for skill-building and enrichment in each department of its hotels. These programs leverage people’s capabilities, accelerate their progress, and help them realize their full potential. The General Manager’s Diploma programs were also updated and further developed with the help of a seasoned 3rd party certified hospitality learning provider from Australia. The program, aimed at improving business performance with a comprehensive suite of tools to lead in a digital world while developing strategic thinking and financial acumen, was introduced as mandatory for the GMs in the region.

Laurent emphasized that technology plays an increasingly important role in improving operational efficiency, enhancing the guest experience, and increasing revenue. It is therefore critical for hotels to train their staff to use technology, but this also depends on the budget provided by owners. The training process should begin by assessing the current level of technology proficiency among the staff. Hotels should ensure that the training provided is ongoing and includes updates on new technology and changes in existing technology. Regular training and refresher courses can help keep staff up to date with the latest advancements and ensure that they can make the most of the technology available to them. Hotels should also invest in the right infrastructure to support technology and AI, such as high-speed internet, cloud-based systems, and robust data management systems. This will enable them to leverage technology effectively and efficiently.

In conclusion, AI is a powerful tool that can revolutionize the hospitality industry. However, as Laurent A. Voivenel highlighted at the Hospitality Innovation Summit 2023, the risks and potential dangers associated with AI must not be ignored. Hotels must also ensure that they are providing the right training for their staff to use technology effectively and efficiently. By doing this, hotels can achieve operational efficiency, enhance the guest experience, and increase revenue.