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.<\/p>\n\n
Stated goal: to eliminate repetitive work, shorten response times, and improve customer experience and employee satisfaction.<\/p>\n\n
But what happens to night porters, security guards, and FOM staff hired under job descriptions written in a bygone era? Let\u2019s 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\u2014the hardest part\u2014how to get people to embrace change rather than just endure it. You\u2019ll walk away with a practical to-do list. And with an uncomfortable question: Is your hotel really ready?<\/p>\n","protected":false},"excerpt":{"rendered":"