AI At Your Service - Nishan SilvaOne Single Location The main objectives of shared services are to centralise core support functions to improve efficiency, scale operations, develop future leaders, and drive a holistic hospitality experience while boosting revenue and market share for Accor Hotels. Keeping the Balance The challenge lies in balancing efficiency with brand personality. General Managers are empowered to maintain their hotel's individuality, ensuring guests experience authenticity while systems and structure are provided centrally. A First for Hospitality Repetitive administrative tasks were consuming valuable staff time. Nishan saw an opportunity to use automation to give teams their time back, letting them focus on people, guests, and strategy. Idea to Reality A test-driven approach started with automating probation tracking and contract renewals in HR using Robotic Process Automation. After proving its value in one hotel, the system was scaled across the cluster. Built for Automation Unlike tools like ChatGPT or Gemini, this AI is designed for automation and decision support, using structured hotel data to trigger actions, generate alerts, and reduce back-office work. Day-to-Day Use AI now handles probation monitoring, renewal document preparation, financial checks, and procurement processes. What was once spreadsheets, emails, and manual tracking is now streamlined, freeing teams for strategic initiatives. Time for Strategic Thinking Focus has completely shifted. AI manages contracts, reminders, compliance, and payments, freeing the team to strengthen supplier partnerships and sustainable sourcing. Our signature procure-to-pay automation is a major industry-first development. Mixed Reactions Initial responses were mixed. After using it, feedback became overwhelmingly positive. With repetitive admin and endless reports no longer weighing them down. That mindset shift has been a powerful outcome. Big Updates? We're launching a Predictive Maintenance and Energy Optimisation initiative across our hotels. The goal is to reduce downtime, lower energy costs and boost sustainability across all properties. Rapid Fire Round What would you say to hotel leaders still unsure about using AI? AI isn't here to replace people, it's here to help them work smarter. Think better forecasting, fewer equipment failures, lower energy costs. Which team picked it up the fastest? HR and Finance. Less paperwork, less admin. Once they saw the benefit, they became the biggest champions, peer-to-peer advocacy made all the difference. What's one thing AI should never touch in hospitality? Human connection. Tech can enhance service, but the heart of hospitality must always stay human. Article by - https://hotelandcatering.com/ Read More - https://www.nishansilva.com/ End
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