AI tools revolutionise hospitality guest interaction

The hospitality sector is seeing an increase in AI adoption as operators strive to reduce costs and improve guest experiences amid financial challenges.

SevenRooms has introduced three AI-powered features aimed at providing support to hospitality platforms in managing guest interactions, feedback, and notes efficiently.

These features include AI Responses, AI Feedback Summary, and AI Note Polish.

AI Responses allows hospitality venues to quickly generate personalised replies to guest communications such as emails, texts, and reviews.

The feature enables operators to maintain a consistent on-brand tone, contributing to a notable reduction in response times.

According to reports from SevenRooms, venues utilising AI Responses have achieved a 27% quicker response rate and handled a 35% increase in guest feedback engagement compared to those not using the feature.

The AI Feedback Summary tool processes feedback from various channels and compiles weekly summaries that highlight important themes, opportunities, and areas for improvement. This facilitates quicker decision-making, allowing operators to address feedback efficiently. It also enhances staff coaching by providing a clearer overview of guest sentiment without the need to manually sift through numerous reviews.

AI Note Polish assists in organising guest notes, converting disorganised details into well-structured, actionable data. This enables a more personalised service and strengthens guest loyalty by leveraging a clean and organised database of guest information.

Kinesh Patel, CTO & Co-Founder of SevenRooms, commented on the role of AI in hospitality, stating, "We believe that AI should enhance hospitality, never replace it. With our new AI features, we're giving operators tools that save time on manual work so they can focus on what matters – delivering personalised, memorable guest experiences."

"Working behind the scenes, these features help restaurants respond to guests faster, organise data critical to their operations, and automatically turn guest feedback into action for their teams. In an industry facing rising costs and operational pressures, our AI helps teams do more with less, all without compromising service."

"This is the future of SuperHuman HospitalityTM – where technology empowers teams to create deeper, longer-lasting connections with their guests."

The implementation of AI in the hospitality industry comes at a time when labour shortages and rising operating costs are presenting significant challenges for operators.

Through cost-saving solutions that also uphold service quality, SevenRooms' AI tools are intended to streamline operations and allow staff to focus on enhancing guest experiences.

Andrew Strickland, F&B Manager at Gosford RSL Club, shared his perspective on utilizing the AI Feedback Summary, saying, "We typically respond to feedback quickly, but AI Feedback Summary helps us stay on top of things. By the time the weekly summary comes in, most issues have been resolved, but it's helpful to see the overall trends clearly."

"It helps us keep our eyes on the prize. It's been really useful for the whole team."

The launch of these AI features integrates into SevenRooms' comprehensive CRM, marketing, and operations platform, allowing venues to deliver a seamless, personalised guest experience while optimising their resources and processes efficiently.