Programs
Leading with Humanity in an AI World
Morning Session: The Human Advantage in the Age of AI
- AI’s Role in Hospitality:
- Understanding AI as a support system, not a replacement.
- Myths vs. realities: How AI complements human service.
- Examples of AI in hotels: chatbots, predictive booking, guest personalization.
- Emotional Intelligence as a Competitive Edge:
- Why empathy, creativity, and intuition are irreplaceable.
- Practical exercise: “Moments that made me feel seen as a guest.”
- Group reflection on emotional value in service.
- Building Tech-Emotional Synergy:
- Integrating emotional service with data-driven tools.
- Brainstorming: What “human-first AI service” looks like.
- Strategy session: Using AI to enhance guest delight.
Afternoon Session: Transforming Teams for the Future
- Human-Centered Innovation:
- Using AI insights for personalized experiences.
- Case study: Marriott’s data-driven emotional engagement.
- Workshop: Where empathy meets technology.
- Leading with Empathy During Digital Transitions:
- Managing team fears around automation.
- Empowering employees through education and transparency.
- Exercise: “Tech fears vs. opportunities.”
- Action Planning for Humanized AI Integration:
- Define 3 concrete steps to apply in your area.
- Assign accountability and follow-up roles.
- Commit to digital empathy.
Key Takeaways
- Human intelligence remains the greatest advantage.
- AI enhances personalization, not automation.
- Emotional connection drives guest loyalty.
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