AI for Guest Experience and Smart Hotel Operations Training Course

Module 1: The Foundations of Smart Hospitality

• Transitioning from traditional to "Cognitive" hotel operations
• Identifying key AI touchpoints across the five stages of the guest journey
• Understanding the Smart Hotel ecosystem: Connecting PMS, CRS, and IoT
• The business case for AI: ROI, Guest Satisfaction (GSS), and Net Promoter Scores (NPS)
• Overcoming barriers to AI adoption in hospitality teams
• Practical session: Conducting a technology gap analysis for a sample hotel property

Module 2: AI-Driven Personalization and the Guest Profile

• Building the "Golden Guest Record" through multi-channel data integration
• Preference modeling: Predicting guest needs for room type, pillow choice, and dining
• Dynamic upselling: Offering the right service at the right moment via AI
• Behavioral triggers: Automating personalized greetings and localized recommendations
• Using AI to revitalize loyalty programs through individualized rewards
• Practical session: Creating a hyper-personalized guest arrival workflow using behavioral data

Module 3: Natural Language Processing for Guest Communication

• Implementing 24/7 AI concierges and chatbots on WhatsApp and web platforms
• Multilingual support: Removing language barriers through real-time AI translation
• Intelligent intent recognition for room service and housekeeping requests
• Managing the "Human-in-the-Loop": Seamless handoff from bot to live agent
• Voice AI in guest rooms: Privacy-first integration of smart assistants
• Practical session: Building and testing a basic AI chatbot flow for common guest inquiries

Module 4: IoT and Smart Room Automation

• Designing the "Room of the Future": Integrating lighting, HVAC, and entertainment
• Occupancy-based automation: Adjusting room settings in real-time to guest presence
• Wearable technology and mobile apps as interfaces for room control
• Predicting equipment failure: Using IoT sensors for proactive maintenance of assets
• Smart mirrors and interactive surfaces: The next frontier of guest information
• Practical session: Configuring a simulated smart room environment based on guest preferences

Module 5: Touchless Guest Journeys and Biometrics

• Facial recognition for frictionless check-in and secure room access
• Mobile keys and the death of the plastic key card: Security and logistics
• AI-driven queue management: Predicting and mitigating lobby congestion
• Contactless payments and automated folio settlement systems
• The role of computer vision in monitoring public area safety and guest flow
• Practical session: Mapping a 100% touchless check-in to check-out process flow

Module 6: Predictive Analytics for Back-of-House Operations

• Occupancy forecasting: Aligning staffing levels with predicted guest volume
• Inventory optimization: Using AI to manage F&B and housekeeping supplies
• Predicting laundry and utility loads to optimize operational cycles
• Labor management: AI-driven scheduling to reduce overtime and burnout
• Automated procurement: Using predictive triggers for vendor orders
• Practical session: Developing a predictive staffing model for a high-occupancy event weekend

Module 7: AI for Sustainability and Energy Management

• AI-powered HVAC optimization: Reducing carbon footprint without sacrificing comfort
• Smart water management: Detecting leaks and optimizing consumption patterns
• Food waste analytics: Using AI to monitor and reduce kitchen waste
• Automated ESG (Environmental, Social, and Governance) reporting through IoT data
• Incentivizing "Green Behavior": AI-driven guest rewards for energy saving
• Practical session: Creating an energy-saving roadmap using real-time building data insights

Module 8: Sentiment Analysis and Reputation Management

• Mining "Voice of the Guest" data from TripAdvisor, Google, and social media
• Automated sentiment tagging: Identifying service gaps in real-time
• Predictive reputation management: Identifying "at-risk" guests before they check out
• Using AI to draft personalized, professional responses to online reviews
• Competitor benchmarking: Analyzing market sentiment trends using NLP
• Practical session: Performing a sentiment audit on a dataset of 500 guest reviews

Module 9: Robotic Process Automation (RPA) in Hotel Admin

• Automating night audits and daily financial reporting through RPA
• Streamlining commission reconciliations and vendor payments
• Using software robots for high-volume data entry between disconnected systems
• Automated guest folio audits: Reducing billing errors and disputes
• Improving HR efficiency: AI-driven recruitment and onboarding for seasonal staff
• Practical session: Mapping a hotel administrative process for RPA implementation

Module 10: The Ethics and Future of AI in Hospitality

• Navigating GDPR and guest data privacy in an era of constant monitoring
• Addressing algorithmic bias in guest treatment and loyalty tiering
• The "Human-AI Balance": Ensuring technology enhances rather than replaces hospitality
• Exploring the impact of the Metaverse and VR on pre-stay marketing
• Preparing for 6G and the next generation of hyper-connected guest experiences
• Practical session: Drafting a "Guest Digital Ethics Charter" for a smart hotel brand

Requirements:

• Participants should be reasonably proficient in English.
• Applicants must live up to Armstrong Global Institute admission criteria.

Terms and Conditions

1. Discounts: Organizations sponsoring Four Participants will have the 5th attend Free

2. What is catered for by the Course Fees: Fees cater for all requirements for the training – Learning materials, Lunches, Teas, Snacks and Certification. All participants will additionally cater for their travel and accommodation expenses, visa application, insurance, and other personal expenses.

3. Certificate Awarded: Participants are awarded Certificates of Participation at the end of the training.

4. The program content shown here is for guidance purposes only. Our continuous course improvement process may lead to changes in topics and course structure.

5. Approval of Course: Our Programs are NITA Approved. Participating organizations can therefore claim reimbursement on fees paid in accordance with NITA Rules.

Booking for Training

Simply send an email to the Training Officer on training@armstrongglobalinstitute.com and we will send you a registration form. We advise you to book early to avoid missing a seat to this training.

Or call us on +254720272325 / +254725012095 / +254724452588

Payment Options

We provide 3 payment options, choose one for your convenience, and kindly make payments at least 5 days before the Training start date to reserve your seat:

1. Groups of 5 People and Above – Cheque Payments to: Armstrong Global Training & Development Center Limited should be paid in advance, 5 days to the training.

2. Invoice: We can send a bill directly to you or your company.

3. Deposit directly into Bank Account (Account details provided upon request)

Cancellation Policy

1. Payment for all courses includes a registration fee, which is non-refundable, and equals 15% of the total sum of the course fee.

2. Participants may cancel attendance 14 days or more prior to the training commencement date.

3. No refunds will be made 14 days or less before the training commencement date. However, participants who are unable to attend may opt to attend a similar training course at a later date or send a substitute participant provided the participation criteria have been met.

Tailor Made Courses

This training course can also be customized for your institution upon request for a minimum of 5 participants. You can have it conducted at our Training Centre or at a convenient location. For further inquiries, please contact us on Tel: +254720272325 / +254725012095 / +254724452588 or Email training@armstrongglobalinstitute.com

Accommodation and Airport Transfer

Accommodation and Airport Transfer is arranged upon request and at extra cost. For reservations contact the Training Officer on Email: training@armstrongglobalinstitute.com or on Tel: +254720272325 / +254725012095 / +254724452588