AI instead of front desk
Apr 10, 2024 | 3:54 pm
#16
Suspended
Join Date: Nov 2009
Posts: 1,076
I'm at the Marriott Riverwalk in San Antonio right now. And when you call from your room to try to get any guest assistance, your call doesn't get connected to a human but rather an AI attempts to address your need. Only after you listen to its nonsense, can you attempt to request help by an actual person. In recognition of my status as ambassador they transfer me to the 'priority line' for faster assistance.
Anyone ever see anything like this?
Anyone ever see anything like this?
Last edited by hhoope01; Jun 24, 2024 at 6:35 am Reason: Removed text referencing profanity (per FT Rule 16)
Apr 10, 2024 | 5:35 pm
#17
Join Date: Apr 2010
Location: SF Bay Area
Programs: Marriott Bonvoy Ambassador, AA EXP
Posts: 2,716
With (ridiculous) mandatory minimum wage demands being made in some areas, offshoring of jobs is taking off again. I just saw a news story today on a restaurant which has cashiers based in the Philippines, connected via video conference, at the kiosks. A Florida chain of Mexican restaurants also outsourced their phones to India for orders. It was obvious when I called that the offshore guy on the other end of the phone had never seen a chimichanga, let alone knew what it was.
It's scary to think that even jobs that require extensive training and education, such as Accounting, may be replaced by AI.
Apr 10, 2024 | 5:37 pm
#18
Join Date: Dec 2003
Location: Redondo Beach, CA USA
Programs: UA 1KMM, Bonvoy LTE, HH D, Hertz Plat, Avis PC
Posts: 4,042
Okay, I'll be the spurious data point again. This doesn't sound that bad to me. Granted I'm a frequent traveler, so the one or two times a year I need help from the front desk I really do need help from the front desk. But I have to imagine that 99% of the calls they receive could be quickly, efficiently, and correctly handled by a bot. If this frees up the front desk staff to only handle the corner cases the bot can't, then it seems like a winner for everyone involved.
Apr 11, 2024 | 7:42 am
#19
Join Date: Aug 2020
Location: Somewhere in the Mid-Atlantic
Programs: Hilton Honors Diamond
Posts: 772
Okay, I'll be the spurious data point again. This doesn't sound that bad to me. Granted I'm a frequent traveler, so the one or two times a year I need help from the front desk I really do need help from the front desk. But I have to imagine that 99% of the calls they receive could be quickly, efficiently, and correctly handled by a bot. If this frees up the front desk staff to only handle the corner cases the bot can't, then it seems like a winner for everyone involved.
It'll be a huge loser for the employees who will have their jobs eliminated. Desk staff will be freed up alright, as in freed up forever.
Need help with an actual desk related issue? Instead of calling or stopping by, it'll be messaging via the app and waiting ?? for a response as the singular person working a, as an example, 3-11 shift will be a roving float with an iPad that is primarily expected to clean public areas/do laundry/handlle maintenance calls/clean rooms while by the way, having some desk knowledge.
Apr 11, 2024 | 8:50 am
#20
Join Date: Apr 2010
Location: SF Bay Area
Programs: Marriott Bonvoy Ambassador, AA EXP
Posts: 2,716
When this comes to fruition, it'll be a big win for the franchisee owners. Sure, they'll bear some part of the upfront start up and implementation costs, but in the long run, it'll be a slam dunk as they will be able to shed a ton of labor across their portfolios.
It'll be a huge loser for the employees who will have their jobs eliminated. Desk staff will be freed up alright, as in freed up forever.
Need help with an actual desk related issue? Instead of calling or stopping by, it'll be messaging via the app and waiting ?? for a response as the singular person working a, as an example, 3-11 shift will be a roving float with an iPad that is primarily expected to clean public areas/do laundry/handlle maintenance calls/clean rooms while by the way, having some desk knowledge.
It'll be a huge loser for the employees who will have their jobs eliminated. Desk staff will be freed up alright, as in freed up forever.
Need help with an actual desk related issue? Instead of calling or stopping by, it'll be messaging via the app and waiting ?? for a response as the singular person working a, as an example, 3-11 shift will be a roving float with an iPad that is primarily expected to clean public areas/do laundry/handlle maintenance calls/clean rooms while by the way, having some desk knowledge.
At a lot more "select" hotels, I am seeing front desk employees having to fold towels and even do basic in-hotel maintenance tasks.