The hospitality industry is known for embracing any new technologies that can help them provide the best customer experiences while ensuring high booking rates. ChatGPT is an incredible AI tool that can help hotel managers achieve these aims. It is a generative AI which produces human-like responses when provided with a prompt. In this article, we will examine what it is and how it can help with hotel management.
Understanding ChatGPT
ChatGPT is one of a handful of AI projects from OpenAI that uses the GPT-3 language model created by the company to deliver responses to user prompts. It draws from a massive database of information that it has been trained on to provide accurate responses and information, and this can be a massive benefit in hotel management.
It is also a cost-effective solution because it is free, although it has a paid tier that gives its users even more capabilities. Hotels can also use it on different scales depending on what they need.
Now that we understand ChatGPT, how can it be used in hotel management?
Enhancing Customer Support
A critical part of hotel management is providing customer support. Busy hotels can leverage the services of hotel management companies like UpperKey which provide customer support as part of their hotel management arrangement. They can still use ChatGPT to provide quick responses to queries and inquiries.
ChatGPT is capable of helping in this way because it can understand complex prompts and use the massive amount of data it has access to respond promptly and accurately. For this reason, it provides a much better customer experience which is incredibly important in a fast-paced industry like the hotel industry.
Instead of sending people to the website, hotel management can have developers integrate the ChatGPT API into their chatbots found on their websites. Doing so provides customers with a much smoother experience.
They can also train the AI to respond a certain way to specific prompts, such as a customer asking for directions to the hotel.
Helping with Online Content
Marketing is another essential part of hotel management, which is why UpperKey, a hotel management company, includes it in its hotel management package. Even though it might not seem like it, the hotel industry is highly competitive, and hotels must do proper marketing if they want customers to choose them over their competitors.
ChatGPT can enhance a hotel’s digital marketing efforts by helping it create fantastic content quickly. To ensure you get the results you want, hotel management should tailor the prompt it provides to the AI to their specific marketing needs and preferences.
ChatGPT can provide different types of content, including short- and long-form content, social media content and email newsletter content. Remember that the more information you provide, including specific topics and keywords, the better the response.
Also, this is an AI language model so you will have to tweak the content provided to match the tone you are going for and the type of audience you are addressing. Additionally, check for the accuracy of the information it provides. Remember that ChatGPT is an AI that relies on the data it has access to so some of its data might be outdated or incorrect.
Helping with Customer Concerns and Complaints
Running a business such as a hotel that receives hundreds or thousands of people from different regions and with different needs and personalities means there will always be at least one disgruntled guest. Managing guest complaints and concerns is an integral part of hotel management, especially in an age where one social media post can ruin a business irreversibly.
Hotel managers can use ChatGPT to analyse the language used in customer complaints and reviews to determine what went wrong and why the guest isn’t happy. Once the analysis is complete, ChatGPT can give a summary so the hotel management can take the next steps, whether messaging the guest or changing how they handle things.
For the former, ChatGPT can also help hotel management draft professional and polite emails, allowing for a positive engagement with the guest. Such emails can also lead to a resolution without escalating things.
Answering Customer Reviews
Because it can understand the content someone posts, ChatGPT can also be a vital tool for answering reviews on different websites. You will have to tweak it to provide great responses and check the website’s terms and posting policies to ensure you are not violating them when posting such automated replies.
It Can Help with Data Processing
Hotels, just like other businesses, have to crunch and process vast amounts of data. They may need to extract information from this data. You can enter this information directly as a prompt and ask the AI to provide a summary. Since it has the computational power to analyse this data quickly, using ChatGPT like this can save time and reduce the need for manual data analytics.
ChatGPT Can Help Brainstorm Strategies
The hotel industry changes all the time, and the hotel owner or manager who manages one has to evolve, too. With how much data it has access to, ChatGPT can be an incredible tool for brainstorming new business growth strategies.
It can, for example, identify trends in online conversations and competitor strategies to position your hotel better to beat your competition. Hotel management can also use these conversations and other pieces of data to find new ways to position their hotel to attract new clientele.
Lastly, hotel management can use ChatGPT to understand gaps in their marketing strategies. For example, a location might have become popular with young families, but a hotel might not have adapted. By helping with such insights, ChatGPT can alert a hotel that it is not positioned correctly for the current market.
Helping with International Customers
One of the best things about ChatGPT is that it can understand different languages and provide answers in those languages. This ability is handy for hotels that receive a lot of international guests who do not use English as their first language.
When people know there will be no language barrier should they need to talk to hotel management or try to find information in the language they understand best, they are more likely to stay at a hotel. ChatGPT’s ability to understand and respond in different languages varies depending on the amount and quality of data used to train it in that language.
ChatGPT has numerous capabilities, making it a useful and disruptive tool in many industries. In hotel management, it can help in numerous ways, including helping improve customer satisfaction, helping with customer support, and helping hotels create marketing content.
