Client
Joint venture with luxury hospitality partners
Engagement
AI Strategy & Roadmap
Timeframe
2023 - present
Key Results
- Established strategic AI task force with luxury partners.
- Identified high-impact automation opportunities.
- Created roadmap that preserves the human touch in guest experience.
Context & Challenge
Luxury hospitality brands face a unique challenge: they want to benefit from AI efficiency gains without compromising the personal, high-touch service their guests expect. The task force was created to navigate this balance.
Approach
- 1
Mapped guest journey touchpoints and identified automation candidates.
- 2
Distinguished between front-of-house and back-of-house opportunities.
- 3
Designed experiments that could validate AI value without guest impact.
- 4
Created a decision framework for when AI enhances vs. diminishes experience.
Solution
We established a structured task force that evaluates AI opportunities through the lens of guest experience. Each initiative is scored on efficiency gains, implementation complexity, and potential impact on service quality.
Results & Impact
Clear prioritisation of AI initiatives across the portfolio.
Pilot programmes in back-of-house operations showing efficiency gains.
Framework for ongoing AI decision-making across the group.
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