A 4-star hotel in Florence with 50 rooms has assigned three AI agents to the front desk: one handles quote requests, one responds to OTAs, and one manages guest calls and WhatsApp messages.
Stated goal: to eliminate repetitive work, shorten response times, and improve customer experience and employee satisfaction.
But what happens to night porters, security guards, and FOM staff hired under job descriptions written in a bygone era? Let’s start with actual old job descriptions and break them down in real time: assessing new skills, rewriting job duties, redesigning service processes, creating a training plan, and—the hardest part—how to get people to embrace change rather than just endure it. You’ll walk away with a practical to-do list. And with an uncomfortable question: Is your hotel really ready?
SPEAKERS
Claudia Ferrero
Horeca Job CEO & Founder
Ilaria Bigliazzi
HR Director
