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What an agent could do
Coordinate a guest complaint across front desk, housekeeping, and maintenance.
The decision underneath
What compensation can it offer, and whose work can it reprioritize?
01
Where most ideas start
"Use AI to improve guest experience."
✕ Too vague
Make it specific
02
A workable use case
We want an agent to coordinate maintenance, room availability, and a proposed recovery when a guest reports a serious room problem.
Measure it
03
How you'll know it works
If the agent really helps, these numbers should change. Measure them before it goes live, then again after:
Time to resolve complaints; repeat complaints; guest satisfaction.
Then decide
04
The decision to make first
May it authorize a room move, upgrade, or compensation? At what limit?
Settle this before the agent goes live, not after.
Your turn
05
Pick a business problem in your organization that is expensive, slow, risky or frustrating. Then work through these four questions, as in the workshop:
1
What business problem are we solving?
2
Who would sponsor this, and why?
3
What measurable business result should change?
4
What would make this difficult to scale here?
Quick test: task or decision?
Is this only a task you want AI to perform, or a business decision you want an agent to help make or execute?