AI in Hospitality: Elevating Daily Training to Transform Guest Services

Atiom, an AI-powered technology platform for behavioral change, was founded in Asia to provide comprehensive solutions for the hospitality industry. It aims to enhance service and operational efficiency while boosting employee performance. Featuring tools like an AI tutor, mystery shopping, and community forums, Atiom focuses on modernizing training processes.

In a discussion with Travel Daily Media, Matt Spriegel, Founder and CEO of Atiom, shared insights about the company’s mission and growth.

Travel Daily Media (TDM): Can you delve into Atiom’s inception and purpose?
Matt Spriegel (MS): We created Atiom to address a common issue I observed—trainers just reading from slides to disengaged employees. The hospitality workforce often faces outdated training methods which we are now set on transforming.

Since its launch, Atiom has evolved into a global behavioral technology platform, collaborating with leading brands like Accor, IHG, Minor Group, and Etihad. It has expanded throughout Asia and the Middle East, now serving teams in over 70 countries.

TDM: How is Atiom enhancing the hospitality sector? What technology do you provide?
MS: Our platform offers bite-sized training combined with AI roleplay to encourage confidence, while audits ensure compliance with service standards. Several hospitality chains are already observing improved guest satisfaction, increased safety measures, and better employee retention.

For instance, we’ve noted loyalty sign-ups increase by 2.5 times, and service scores rise by 5% among our clients.

TDM: In traditionally high-turnover industries, how does AI alleviate training expenses?
MS: AI complements the human aspect rather than replacing it. In places with high turnover, it automates creating interactive training modules, thereby personalizing learning for each staff member and cutting down onboarding time significantly.

TDM: Could you share how AI facilitates personalized training?
MS: AI excels as a trainer by ensuring personal training experiences at scale, allowing individuals the chance to engage in role-play and receive tailored feedback without needing group sessions.

TDM: What effects does improved training have on pricing and customer satisfaction?
MS: Better training visibly enhances guest experience, leading to higher perceived value and better brand reputation. This ultimately boosts competitive advantage, ensuring lasting client loyalty.

Overall, Matt Spriegel emphasizes the vital role of sustained training in transforming the hospitality landscape, ensuring that every team member grows in skill and confidence, ultimately enriching the customer experience.