Learning From Other Industries About Artificial Intelligence

By Susan Tinnish Advisory Group Chair, Vistage | June 10, 2018

Artificial intelligence (AI) existed since the 1950s, but it is only recently has computing power, availability of data and the underlying technology advanced to make it viable in businesses. Artificial intelligence relies upon and includes a variety of technologies and tools including digitization, analytics, big data, and deep learning.

Thierry Hubert, founder and CEO of Darwin Ecosystem, describes AI as "Pattern detection is the fundamental ingredient of all cognitive computing associated with AI…AI unifies our collective knowledge and augments our reasoning ability." Most of us have had experience with AI even if we don't recognize it as such.

A quick list of every-day AI applications includes Netflix offering suggestions based on previous viewing choices, Google Maps providing the best route with the shortest time in real time, Mobile bank deposits deciphering handwriting on checks, Email spam filters that learn what the user considers spam, and Online ads appearing based on past purchases or past searches.

AI Already Present in Hotel Industry

Customer service is a fundamental aspect of the industry. AI provides new possibilities for improving customer service and increase personalization and tailor recommendations to enhance the customer experience. Hotels are using AI to surpasses customer expectations:

Customer Service

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Coming up in December 2018...

Hotel Law: New Administration - New Policies

In a business as large as a hotel and in a field as broad as the law, there are innumerable legal issues which affect every area of a hotel's operation. For a hotel, the primary legal focus includes their restaurant, bar, meeting, convention and spa areas of their business, as well as employee relations. Hotels are also expected to protect their guests from criminal harm and to ensure the confidentiality of their personal identity information. These are a few of the daily legal matters hotels are concerned with, but on a national scale, there are also a number of pressing issues that the industry at large must address. For example, with a new presidential administration, there could be new policies on minimum wage and overtime rules, and a revised standard for determining joint employer status. There could also be legal issues surrounding new immigration policies like the H-2B guest-worker program (used by some hotels and resorts for seasonal staffing), as well as the uncertain legal status of some employees who fall under the DACA program. There are also major legal implications surrounding the online gaming industry. With the growing popularity of internet gambling and daily fantasy sports betting, more traditional resort casinos are also seeking the legal right to offer online gambling. Finally, the legal status of home-sharing companies like Airbnb continues to make news. Local jurisdictions are still trying to determine how to regulate the short-term apartment rental market, and the outcome will have consequences for the hotel industry. The December issue of Hotel Business Review will examine these and other critical issues pertaining to hotel law and how some companies are adapting to them.