How to Use Artificial Intelligence (AI) to Focus Your Hotel’s Front Desk on What Matters Most

Three Ways AI Helps Hotels Provide Exceptional Service to Guests

By John Smallwood, President of Travel Outlook
April 2023

In today’s information age, Artificial Intelligence (AI) is no longer a buzzword. It’s the way of the future and changing the way we do business.

AI is everywhere and has captured the imaginations and interests of executives across multiple industries. But not all artificial intelligence is created equal. While AI may be common, embracing the efficiency of AI-powered tech is relatively rare.

Read on to find out how artificial intelligence can help your hotel provide exceptional service to your most valued customer.

AI To the Rescue for Eager Hotel Guests That Demand Answers Immediately

Travel booms and labor shortages were predicted by industry experts. But the industry as a whole was not prepared for the severe impact those shortages would have.

Minor service errors, increased wait times, poor online reviews, lost reservations, and limited hours are just some of the consequences of labor shortages today. Due to high labor costs associated with the hotel industry’s staffing shortage problems, hotels are now adopting zero-labor methods. As a result, and the fact that guests expect answers quickly, hotels need artificial intelligence more than ever. But not just any AI – artificial intelligence designed specifically for hospitality.

Judy Cassidy
Senior Sales Executive
Travel Outlook

Judy Cassidy, Senior Sales Executive at Travel Outlook says, “There is no doubt that hotels are feeling the change of pace, as are hotel guests that are feeling overwhelmed by hotel options, booking channels, and advertisements. Even more common are eager guests searching for answers to frequently asked questions (FAQs). That means hotels must be prepared to answer guests’ questions via live chat or by phone.”

How Conversational AI Supports the Hospitality Industry

AI is often perceived as the antithesis of customer-focused service. That’s because customer service is of the utmost importance since hospitality is a people-powered industry.

A leading conversational AI, Annette, The Virtual Hotel Agent™ (Annette), is enhancing your hotel’s capability to provide unparalleled customer service.

Annette is a savvy software that specializes in natural language processing. She has the uncanny ability to learn conversational tones from social media, movies, and TV shows. And here’s the impressive part: she can understand foreign languages, different accents, and even muffled and hushed voice tones!

Whenever returning guests call, they are greeted by a familiar voice that puts them at ease. How? Because Annette can be programmed using your hotel’s own voice talent.

For most hoteliers, Annette’s brilliance lies in her ability to go above and beyond standard hotel FAQ chatbots and answer hundreds of commonly asked FAQs without forcing callers to navigate through tedious menus.

How Anette Can Help You Cross the Generational Chasm

Other ways Annette helps is by engaging with hotel guests across all channels, catering to the preferences of every generation.

The younger generations, such as Gen Z and Millennials – the automation generation – are likely to opt for texting as a means of communication. Annette, the AI assistant, is equipped to send follow-up text messages and confirmations to ensure guests are kept informed.

Meanwhile, the older generations, particularly the Boomers who hold the majority of the nation’s wealth, prefer the personalized touch of a phone call. When guests call, they are immediately put at ease with Annette’s reassuring demeanor, knowing they are in good hands.

AI to Work with Your Employees, Not Replace Them

In the aftermath of the Great Resignation, workers everywhere continue to assume roles and responsibilities outside of their immediate expertise. However, hospitality professionals shouldn’t worry because AI is here to help, not replace them.

Annette sets a new standard for hotel operations by providing AI solutions that work alongside employees. Thanks to the cutting-edge power of Artificial Intelligence, your front desk staff will have the freedom to channel their focus and energy towards the most important aspect of any business – serving guests. Hotels can finally save time and money while increasing efficiency in a fast-paced environment.

Experience the future of customer service with an AI-enabled virtual hotel agent that revolutionizes the way you communicate with your guests! Discover how Annette can significantly enhance your hotel’s voice channel and cut labor expenses without sacrificing service. Take a step forward, today, to improve customer service and accelerate your hotel’s potential with Annette.

Looking for ways to address hiring and staffing challenges and control front desk labor expenses?

Learn more about Annette™, the leading AI-powered virtual agent dedicated to hotel guest service.


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John Smallwood, President

About John Smallwood, President of Travel Outlook

A veteran in the hospitality industry, John has owned, developed, and managed hotels for many years. After earning a BBA from New Mexico State University, he started his career with AT&T, gaining invaluable insight and experience in the early years of the data revolution. His experience in technology and hospitality merged in his development of Travel Outlook, the world-class hospitality contact center. More recently, he has branched out with the creation of ExpressRez, the premier contact center for the Bed and Breakfast industry, and with the creation of Annette, the first AI-powered voice bot for the hotel industry.

About Travel Outlook

Given its progressive approach to the voice channel – in terms of performance, training, transparency, testing and the tools used to measure performance – Travel Outlook Premium Hotel Call Center has become the premier voice reservations team in hospitality. Travel Outlook’s valued client list includes Viceroy Hotel Group, Outrigger, KSL Resorts, Proper Hospitality Group, Pacific Hospitality Group, Highgate Hotels, The Irvine Company, Catalina Island and many others. Travel Outlook’s team and approach increases sales conversion and helps to create more effective voice communication between hotels and their guests, resulting in improved social scores in addition to increased voice channel revenue. For more information, visit

About Annette™, The Virtual Hotel Agent™:

Annette is an AI powered virtual call center agent that represents the next generation of voice bots designed specifically for the Hospitality industry. Annette has been programmed using a breakthrough approach to voice bots, a system built from human conversations. Using social media, chat forums, and movie dialogue, Annette learns from billions of casual human conversations to understand human inflections and multi-turn queries. This revolutionary approach means Annette understands callers no matter what they say, when they say it, or how they speak. Annette can answer FAQs specific to your property, understand multiple languages, route calls, send follow up texts, and more.


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