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Running a hotel in New York City is a complex job with hundreds of daily rules to follow. The client struggled because their training materials and instructions were scattered across thick paper folders and long digital files. New employees found it difficult to learn the systems, and even experienced staff often had to stop their work to search for answers on how to handle specific guest requests or technical issues.
When the hotel was busy, this caused major delays. A front-desk worker might have to put a guest on hold or wait for a manager to arrive just to answer a simple question about a policy. These small interruptions added up, creating a "bottleneck" that slowed down the entire building. Managers were spending most of their day answering the same questions over and over again instead of focusing on improving the hotel.
The old system of digging through files or making phone calls was too slow and led to mistakes. The hotel needed a way to give every staff member the right information exactly when they needed it, without making them leave their post.
We created a private AI tool that acts as a central "brain" for the entire hotel staff. We took all the hotel’s manuals, rules, and technical guides and put them into one easy-to-use search system. Now, instead of looking through a folder, an employee can simply type a question into a tablet or phone. The AI understands the question and provides a clear, step-by-step answer in seconds.
This tool is secure and private, meaning only authorized employees can access the hotel’s internal information. We designed it to be very intuitive so that even a new hire can use it effectively on their first day. The AI is also smart enough to provide different answers based on the employee's role, ensuring that a housekeeper gets cleaning instructions while a front-desk agent gets booking policies.
Finally, we integrated the AI with the hotel's existing management software. This allows the AI to stay updated on which rooms are ready or which areas need maintenance. If a manager changes a policy in the morning, every staff member across the hotel sees that update instantly. This ensures the entire team is always on the same page and working with the most current information.
Since the tool was launched, the hotel has seen a major improvement in how quickly they can train new people. Onboarding time has dropped significantly because new hires have a digital mentor to guide them through their tasks. This has saved the hotel a large amount of money in training costs and allowed managers to spend their time on more important business goals.
Internal phone calls and radio chatter have decreased because employees can find their own answers independently. Guests are receiving much faster service, leading to better reviews and higher satisfaction. The staff feels more confident in their roles because they no longer have to worry about not knowing the right answer.
By using this AI tool, the hotel has also gained better insights into their own operations. They can see which questions are being asked most often, which helps them identify where they need to improve their training or clear up a confusing policy. The hotel is now running more efficiently than ever, proving that even a traditional business can benefit from modern technology.
