Automatic

💻 Influence Society, a Paris-based digital marketing agency, partners with Familiar, an AI-first CRM, to enhance guest relationship management for boutique hotels. Familiar's platform consolidates data from various sources to create unified profiles, enabling automated, personalized communication. This collaboration emphasizes data-driven marketing, improving guest loyalty and direct bookings. CEOs Sébastien Felix and Maxence Dussart highlight the shift from mass email campaigns to personalized outreach, reflecting a guest-centric approach in the hospitality industry.

💻 AI impacts talent acquisition by exposing weaknesses in 20-year-old algorithm-based Applicant Tracking Systems (ATS), missing top candidates. AI reshapes the labor market, transforming hospitality roles. Recruitment process outsourcing (RPO) applies human intelligence to counter algorithm bias. Key metrics for talent audit include time-to-fill (30-45 days), offer acceptance rate (85%+), and cost-per-hire. Types of RPO include Full-Service, Project-Based, Selective, and Recruiter-on-Demand. Hospitality organizations should audit strategies to ensure effectiveness and avoid rejecting top talent.

💬 Scott McKain, author of "Beyond Distinction," emphasizes proactive over reactive customer service. Proactive service involves anticipating customer needs before they articulate them, enhancing trust and confidence. He critiques reactive strategies as being a step behind, as they're based on responding to existing issues or competitor actions. Instead, designing a strategy to preemptively address and fulfill customer expectations is crucial for building a strong customer experience.