"Arran Campolucci-Bordi frames the evolution of hospitality through lived experience, tracing a path from handwritten reservation books to digital booking systems and now toward AI-driven operations. Each transition reflects a broader shift in how restaurants manage time, communication, and customer expectations."
"AI within hospitality is best understood as an operational support system rather than a replacement for people. It functions similarly to a trained staff member, handling information and responding to customer inquiries in a conversational format."
"The current phase introduces a new layer, where systems are capable of responding dynamically to customer needs without requiring human input. This allows businesses to handle external interactions consistently while staff focus on where it matters most."
Hospitality has transitioned from handwritten reservation books to digital systems and now to AI-driven operations. Arran Campolucci-Bordi emphasizes that these changes reflect a shift in managing time, communication, and customer expectations. Earlier generations relied on manual processes, while digital tools introduced structure. AI now acts as an operational support system, responding to customer inquiries and managing reservations without human input. This allows staff to focus on critical interactions, improving overall efficiency in the industry.
Read at TNW | Artificial-Intelligence
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