Speaker argues that while guest messaging (tone/instructions) matters, speed and core service factors (cleanliness, amenities) have far greater impact on guest satisfaction. They suggest cost savings can be reallocated to enhance units (e.g., gifting wine) and note that AI is well suited to guest messaging—potentially faster and better than humans—with features like draft vs autopilot messaging as an easy toggle.
Chapters
When people talk about hospitality, the first thing they think about is guest messaging, let's say. But there's only so much good of a or bad of a job you can do when it comes to that. Like how nicely you give them check in instructions, but they don't read it and you have to resend it and then get them the message right away. The speed is the most important thing. Like you can be as nice as you want or as polite as you want, but if the place is dirty or there's like missing amenities, like, that's going to be a 10x bigger issue. For example, if you want to pocket that extra savings as like, and not even worrying about the revenue stuff, just talking on cost savings, you get to choose if you want to put that into the experience. Like add things to each unit like a wine bottle, champagne, you know, glass, like something nice for them to have. That's actually going to bring the experience up. And of course, the product decision of giving a draft versus sending it on autopilot is like an easy feature to toggle between. But it's kind of funny. Like the guest messaging, people think of it immediately as, oh, I don't want to hand it over to AI. But it's really something that AI is going to be really good at, maybe even better at than humans because of how quick it can be.
