Guiding hoteliers through AI adoption: Empowering hotel staff through education and culture

True transformation starts with people. Ensuring your workforce is not only aware of AI but also prepared and excited to work with it is essential to a successful implementation. 

In collaboration with Fraunhofer IAO and the FutureHotel Innovation Network, we're launching a series of articles to provide hoteliers with a practical guide for AI implementation. We'll break down the process into four key stages, with insights from industry experts at each step. Following our first article on vision setting - where we explored the importance of establishing a clear AI roadmap - this second article delves into a crucial next step: building a culture of education and AI literacy among hotel staff. 

That’s why this next stage in AI adoption is all about education and culture - building a workforce that is both AI-literate and motivated to innovate.

Education & culture

Hoteliers must prioritise education by providing teams with the tools and knowledge they need to understand how these technologies can be integrated into everyday operations. This can be achieved through a variety of initiatives, including interactive workshops, seminars, and hands-on training sessions. These learning experiences break down AI concepts and demonstrate their practical applications, such as streamlining front desk tasks or personalising guest services.

Yet, formal training is just one piece of the puzzle. To foster a deeper understanding, hotel groups are increasingly offering continuous learning resources, including online courses, articles, and real-world case studies. This self-directed approach gives employees the freedom to explore AI at their own pace, building confidence and competence over time. 

When hotel staff are encouraged to experiment with AI solutions, share their experiences across departments, and work together to identify new opportunities, it amplifies the potential for success. Collaboration becomes the key to unlocking AI’s full range of benefits, from operational improvements to guest satisfaction.

In this context, we invited industry experts to give us their esteemed viewpoint on: 

What are the most effective methods for increasing AI literacy among hotel staff?

AI often creates fears among front-line staff, who worry their jobs may be at risk. That’s why clear communication about AI implementation is crucial.

We involve our staff in testing any new tools, allowing them to firsthand experience both the advantages and shortcomings. This builds confidence and understanding in working with AI.

We also hold weekly training sessions led by our Quality & Training Manager. In a recent session, we asked the team: What is AI good at? What is AI not good at?

The answers showed AI’s strength in providing faster, more consistent responses to routine questions (Wi-Fi, access codes, etc.). It also made the team realise their key role in handling complex issues requiring multiple systems (OTA, PMS) and delivering empathetic guest interactions.

The session concluded that AI increases efficiency, freeing up time for staff to focus on what they do best. They see themselves as the differentiating factor and want to be upskilled or cross-skilled to leverage this shift, solving complex problems and keeping the guest at the centre.

By involving staff in testing, fostering open discussions, and offering continuous training, we effectively increase AI literacy. This empowers them, making them feel appreciated by both the company and guests, and they become ambassadors for our AI-driven approach.

At mk | hotels, we are open to embracing new technologies like Artificial Intelligence (AI). We evaluate the potential use of AI not only when introducing new processes but also when optimising existing ones. We see a significant opportunity to address the skills shortage and the changing work expectations of Generations Z and Alpha, while simultaneously increasing efficiency and profitability. Our goal is for employees to view AI as a support, not a threat to their daily work.

We utilise rapid prototyping and testing to implement ideas quickly and make flexible adjustments before rolling them out on a larger scale. Open communication within the team is crucial to prevent resistance and foster a positive attitude toward new technologies.

For already implemented processes, we rely on iterative development and regular feedback loops. This allows us to incorporate new technologies, such as Large Language Models (LLMs), and continuously improve existing workflows. Feedback from employees and guests serves as an important guide.

An open data structure and the analysis of data points are essential to us. For instance, when implementing a phone AI system, we began systematically collecting data such as call duration, call volume, and caller language for the first time. Understanding this data is key to driving effective process improvements. 

The most effective way to increase the AI competence of the entire team is to involve the entire team in all processes and AI decisions right from the start. Collect, evaluate and implement all ideas and application scenarios together.

Everyone has an interest in simplifying their personal tasks, improving processes and having more time for further development. This intrinsic motivation ensures that everyone provides input into their processes and continuously improves them.

Every boring and repetitive task is thus automated, giving the team a consistently positive experience with AI. The change has already happened. AI is a daily companion in almost all areas. 

AI expertise is defined differently for everyone in the team. Some think about new automations and examine possible interfaces in order to have even more processes controlled by AI, while others only deal with the application in daily operations, both of which are useful and important.

So the most effective method is for everyone to make their own work easier. AI does not come as a new task that is imposed on the team, but as a helper that develops within the team as a helpful “colleague”. The point of contact for all ideas is one person in the team who takes on the role of AI ambassador.

One of the most effective methods for increasing AI literacy among hotel staff is by appointing an AI Champion within the hotel. This role is crucial in bridging the gap between AI technology and day-to-day operations. The AI Lead is responsible for identifying areas where AI can improve efficiency and enhance guest experiences. They work closely with different departments to uncover potential applications for AI, such as automating routine tasks.

Beyond identifying opportunities, the AI Champion also plays a key role in educating and training staff. By conducting tailored training sessions and offering ongoing support, they ensure that all team members, regardless of their technical background, understand how to use AI tools effectively. This approach not only enhances the staff’s AI literacy but also fosters a culture of innovation within the hotel.

Having a dedicated AI Champion helps demystify AI, making it accessible and relevant to the entire team. As a result, hotel staff are more likely to embrace AI technologies, leading to improved operational efficiency and better guest service.