If you plan to roll out a new smart technology or artificial intelligence tool at your hotel, you need to design a thorough team onboarding process. Getting your hotel staff on board with a new solution is key to successful adoption and operational efficiency, but it can also positively impact employee morale and retention. Many hoteliers miss out on this opportunity by rushing to implement the new technology. This article lists the most important steps you should take into consideration.
The Elephant in the Room: The Fear of AI Taking over Jobs in Hospitality
It is only possible to start planning the onboarding process by acknowledging the genuine common concern amongst hotel staff – the AI taking their jobs. As identified in an academic study published in the Advances in Hospitality and Tourism Research journal in 2023, it is a factor that often negatively impacts staff performance, behavior, and attitude.
However, addressing that concert and engaging in an open discussion about the applications of AI in hospitality can do more than just mitigate the adverse effects. Use this opportunity to develop and nurture trust in a solution that ultimately benefits your teams and automates repetitive and dull parts of their jobs.
Onboarding Hotel Teams with AI in 10 Steps
In the spirit of this attitude, below are the ten steps to reduce friction in the AI implementation process.
1. Educate and Involve Your Hotel Team Early
Before introducing specific AI tools you plan to implement, take time to inform your team about the role of AI in hospitality and relevant trends. Share examples of other hospitality brands that use AI, emphasizing its purpose and benefits. Allow space for questions to make your team feel involved and invested in the process.
2. Address AI-Related Concerns Proactively
Tackle any worries about AI, particularly the fear of job replacement. Explain how AI enhances staff roles and improves guest experience rather than substituting human efforts. Check if your technology provider has a mission statement or other materials that address those concerns and share them with the team.
3. Gain Top Management’s Support
It needs to be more than signing off on the cost of the new technology. Try to secure a commitment from your hotel’s top management for necessary resources, including time for training and support. Their visible backing will ease the adoption process across different departments.
4. Set Clear, Realistic Expectations
Clearly communicate what the AI implementation will entail, including timelines and the level of effort required from each team member. This transparency will help in setting realistic expectations.
5. Lead with Transparency and Openness
Engage openly with your team about the benefits and challenges of implementing AI. Try to foresee your team’s concerns and tackle them proactively to demonstrate your care. Honest discussions can lead to better understanding and engagement from the team.
6. Focus on Specific Benefits
Start with a general overview of the area of work the AI will benefit, but move on to highlighting very specific problems that AI will solve for your staff. Present relatable benefits to make the case more compelling. Ask the technology provider for any relevant case studies to share with your team.
7. Outline the Integration Process
Explain how the AI will integrate with existing hotel management systems and the changes it will bring. A clear understanding of the new digital infrastructure and any necessary adjustments is crucial for a smooth transition.
8. Provide Comprehensive Training and Resources
This step can be considered going the extra mile, but it may not be applicable in smaller teams. Still, if you assess it as a worthwhile investment, offer tailored training sessions that cater to different roles and tech-savviness levels. Ask the tech provider for available training materials (self-serviced help center, video guides, documentation) and share them with your team.
9. Implement and Monitor
If feasible, start with a pilot program to collect feedback and adjust the process as needed. Monitor relevant key metrics such as customer satisfaction scores and automation rates to gauge the success of the AI implementation. Share the results with the team to show the new technology in action. It may need tweaks along the way, but transparency goes a long way.
10. Acknowledge and Reward Efforts
Finally, do not forget to recognize and reward the team’s effort in adopting new technology. Appreciate individual contributions to facilitate the organic positioning of the “champions” who become experts in the new tool. Provide additional support where needed to ensure everyone is proficient in using the new technology.
How Much Onboarding Effort Is Too Much Effort?
Following the ten steps above increases the chances of successfully implementing new technology at your hotel. However, an ideal execution of some of them can be resource-heavy and time-consuming. You have the best knowledge of your teams – use it to determine how extensive the onboarding process needs to be to meet the needs of your staff.
Use these three questions as a food for thought:
- How much do your staff know about AI and its applications in hospitality?
If you have some smart technology in place already, you can streamline the process and build on your existing knowledge and experience with other tools.
- How important is innovation to your top management?
The more dedicated they are, the more likely they are to recognize the importance of staff training in AI and allocate resources accordingly, which will impact the scope of the onboarding process.
- Is your team ready to use AI?
Beyond the tech-savviness, there are other factors you should consider. Is it a good moment to introduce a new tool? Will your team have the necessary energy and focus to dedicate to training at this moment? Are they skeptical or excited about the prospect of introducing new technologies?
Successful AI integration in your hotel requires work in specific areas: engaging your team early, addressing concerns, gaining management support, setting clear expectations, and providing comprehensive training. Lead with transparency and recognize efforts, and you can enhance operational efficiency but also boost morale and retention, paving the way for a smoother technological transition.
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