Fantastic framing of the coordination tax nobody budgets for. The assymetry is brutal - platforms generate demand without maintaining accuracy, and operators absorb the friction. I run into this constantly where AI tools confidently cite outdated info, and fixing it eats time that should go into actual hospitalty. The audit prompt is gold because it surfaces the patter that's otherwise invisible until burnout sets in.
This is what it really looks like. The cost doesn’t show up on a spreadsheet; it shows up at 7pm when you’re fixing information that sounded confident but wasn’t right, instead of actually taking care of guests.
The frustrating part is how lopsided it is. The demand gets created somewhere else, but keeping things accurate falls on the operator or the team on the ground. That’s where the time leak happens.
I’m glad the prompt helped. Seeing the pattern laid out is often the first moment people realise, “Oh. This isn’t just a rough week. This is how things are set up.”
Technology is still lagging in hospitality; and this creates a real disconnect. On my recent trip (where this DID occur) I wondered - how is the team empowered to handle these disconnects? To me - service recovery is still a huge part of the equation.
You’re absolutely right. Service recovery is part of the equation, and good teams do a lot of invisible work holding things together when expectations crack.
What I keep coming back to, though, is that many of these moments shouldn’t require recovery in the first place. Teams are being asked to recover from information they didn’t create, don’t control, and often don’t even know a guest has seen.
When recovery becomes routine, it stops being empowerment and starts becoming emotional labor. My interest is in reducing how often staff have to apologize for someone else’s outdated promise. So their energy goes into care, not cleanup.
Fantastic framing of the coordination tax nobody budgets for. The assymetry is brutal - platforms generate demand without maintaining accuracy, and operators absorb the friction. I run into this constantly where AI tools confidently cite outdated info, and fixing it eats time that should go into actual hospitalty. The audit prompt is gold because it surfaces the patter that's otherwise invisible until burnout sets in.
This is what it really looks like. The cost doesn’t show up on a spreadsheet; it shows up at 7pm when you’re fixing information that sounded confident but wasn’t right, instead of actually taking care of guests.
The frustrating part is how lopsided it is. The demand gets created somewhere else, but keeping things accurate falls on the operator or the team on the ground. That’s where the time leak happens.
I’m glad the prompt helped. Seeing the pattern laid out is often the first moment people realise, “Oh. This isn’t just a rough week. This is how things are set up.”
Technology is still lagging in hospitality; and this creates a real disconnect. On my recent trip (where this DID occur) I wondered - how is the team empowered to handle these disconnects? To me - service recovery is still a huge part of the equation.
You’re absolutely right. Service recovery is part of the equation, and good teams do a lot of invisible work holding things together when expectations crack.
What I keep coming back to, though, is that many of these moments shouldn’t require recovery in the first place. Teams are being asked to recover from information they didn’t create, don’t control, and often don’t even know a guest has seen.
When recovery becomes routine, it stops being empowerment and starts becoming emotional labor. My interest is in reducing how often staff have to apologize for someone else’s outdated promise. So their energy goes into care, not cleanup.
YES! That is the goal.
Or create train and update a hotel AI Agent which can honestly answer all the questions before and during their stay.
We both know who's best to do this.
It definitely is an option and AI agents can work well in many scenarios!