AI’s Impact On Our Business – Ernest Lee, citizenM

In this episode, Ernest Lee, Chief Commercial Officer at citizenM, shares how he sees AI impacting hospitality (and his business) in the years ahead and then gets specific on some ways AI-powered technology is already making his teams more efficient and effective today.

Listeners will learn:

• How AI is causing a major platform shift that could level the playing field for independent boutique hotels and small chains (00:51)
• How citizenM is using Robotic Process Automation (RPA) to automate repetitive manual tasks, such as reconciling guest names with confirmation codes from OTA bookings (02:32)
• The importance of using data and business intelligence to gain an accurate, timely, and objective perspective on the impact delivered on a day-to-day basis (03:50)

More from Ernest:

This episode is brought to you with support from Sojern. Download our latest research report here: Unlocking Revenue – How Hoteliers Build Profitable Guest Relationships

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands