For hotel general managers, ensuring that your staff are well-trained and up to date on the latest customer service and having a hub where you can get on-the-job training and practices is essential for outstanding guest experiences and operational efficiency. With the rise of artificial intelligence (AI), a new question arises: can a GenAI messaging platform aid in the training of hotel employees?

The Challenge of Traditional Training Methods

Hotel training methods have traditionally involved a mix of hands-on training, in-person seminars, and digital courses. While these methods have merits, they come with constraints such as scheduling challenges, variable learning paces, and the need for training updates to stay current with industry standards and expectations. Also they are limited in that they usually don’t allow for immediate feedback and/or questions needed to personalize and help your employee elevate their learnings. When I’m learning, I like to ask a lot of questions and like to better understand any additional informative (guest) experiences to be better prepared and better at my job. If designed right GenAI can be that instructor or teaching assistant needed which opens up more time for other employees who don’t have to be the always beck and call of every new employee. It is pretty standard that most new employees always gravitate to the person that is more likely to answer their questions about guest situations without a lot of frustration. Having GenAI be that situational instructor will again free up that employee to concentrate on their guests.  

Introducing GenAI Messaging Platforms

GenAI can help leverage advanced AI to simulate conversations and scenarios that hotel employees might encounter or while on the job gain knowledge on how to better serve the guests needs through various situations. Once implemented AI can learn about your hotel and the environment it shares with your employees. This technology can provide interactive, scenario-based training that is scalable and adaptable to various learning styles. It will also lead new employees on the right path to solving guest issues or how to better serve them in a capacity that luxury requires. 

Benefits of GenAI for Training

  1. Personalized Learning Experiences: GenAI platforms can adapt to an individual’s learning pace, providing extra practice where needed and challenging employees who progress quickly while on-the-job. It can also be a ready assistant to the new employee by offering top-notch recommendations in any language needed.  
  2. Safe Environment to Make Mistakes: Employees can practice real-life situations without the fear of making mistakes in front of guests, which can enhance learning and confidence. 
  1. Accessibility and Convenience: With GenAI platforms, training can be accessed from any device at any time, making it convenient for staff members who have varying shifts and responsibilities.
  2. Instant Feedback: AI can provide immediate feedback, allowing hotel employees to learn and correct their mistakes in real-time. It can also allow for questions to be asked to better enhance their overall learning experience.
  3. Cost-Effective and Scalable: Once in place, GenAI solutions can reduce training costs by minimizing the need for in-person training and accommodation expenses. This allows other employees to continue with their day-to-day without the burden of getting new employees up to speed. Another area this can help with is that if a new employee doesn’t work out long-term, AI allows the training investment to be minimal. 
  4. Continuous Learning: The hospitality industry is continuously evolving, and AI training can update its programs to teach the latest best practices and standards without the need for major overhauls. 

Challenges and Considerations

While the advantages are compelling, there are also challenges to recognize. GenAI is not a complete substitute for human interaction, particularly in a hospitality setting that values genuine personal touch. AI, while highly efficient, will more than likely need to have an employee with that specific hotel knowledge to be around to help guide the AI process. On that note, it is crucial that the platform is regularly monitored and updated by experts to ensure that it is providing relevant and high-quality training that aligns with brand standards.

Additionally, some employees may be more resistant or less adept at engaging with AI technology, so a hybrid approach complemented by human trainers could be necessary.

Implementing GenAI Messaging in Hotels

For maximum effectiveness, hotel general managers should consider the following steps:

  1. Evaluate Training Needs: Pinpoint areas where GenAI could make the most impact and start small, perhaps with front desk operations or housekeeping protocols.
  1. Select the Right Platform: Choose a GenAI messaging platform that is reputable and aligns with the specific training needs of your hotel.
  2. Pilot the Program: Before rolling out across the hotel, test the platform with a pilot program to gauge effectiveness and gather feedback.
  3. Supplement GenAI Training with Human Interaction: Ensure that GenAI is part of a broader training strategy that includes mentorship and human touchpoints.
  4. Monitor Progress and Iterate: Use data analytics within the GenAI platform to track progress and adapt the training based on performance and feedback.


While a GenAI messaging platform offers many benefits that can revolutionize how hotel employees are trained, it is not without its challenges. For hotel general managers, the key will be to integrate this technology into a comprehensive training program that respects the balance between technological efficiency and the human element of hospitality. With the right approach, GenAI has the potential to enrich employee training, leading to more effective, confident, and capable staff ready to elevate the guest experience to new heights.

Hospitality is, after all, about people serving people. AI, when used correctly, can ensure that those individuals are well-equipped to deliver the best service possible.

Click here to get more information and to see Glowing’s messaging and GenAI solution in action.