How to use ChatGPT to create hotel guest journeys and save time ...
Imagine this, a couple books a weekend stay, and instead of a generic confirmation from the hotel, they receive a tip about a hidden sunset spot or a breakfast-in-bed option. Small touches like these can transform a regular visit into a memorable experience, making guests feel more special and making your brand stand out.
You might think that achieving this requires complex tech, lengthy setup, or even specialised training. Here’s the good news: with ChatGPT, you can get started quickly, with no technical know-how required.
Training ChatGPT for Your Hotel
To use ChatGPT effectively, the AI needs to understand what makes your hotel unique. You need to provide a background so it can adapt to the vocabulary you use, the services you have, and more.
Think of this as laying the groundwork that will guide ChatGPT’s tone, language, and response style. Start by defining your hotel’s personality. Provide insights into its unique qualities, such as the atmosphere, core values, and guest experiences you aim to deliver.
Next, establish your brand voice. Specify whether ChatGPT should adopt a friendly and approachable tone, a formal and luxurious style, or perhaps something playful and vibrant. Consistency in tone across all guest interactions strengthens your brand identity and leaves a lasting impression.
Personalisation starts with understanding your guests. To make journeys resonate with each traveller, segment your audience based on their unique needs and preferences.
Break down your guests into meaningful groups, such as business travellers, families, couples, solo travellers, and more. Each group has distinct priorities and expectations, which should shape their journey.
Creating Personalised Guest Journeys
Tailored prompts are at the core of using ChatGPT to create personalised guest journeys. With well-designed prompts, ChatGPT can generate responses that feel customised and relevant for each guest group.
Keep adjusting prompts until ChatGPT’s responses align with your brand voice and meet guest expectations. Consider using different voice tones. Responses to families can be friendly and casual, while interactions with business travellers might lean more formal.
Monitoring Feedback and Refining
The final step is to monitor guest feedback and use it to refine your approach. ChatGPT is a flexible tool that can be continuously adjusted to better meet guest needs.
Analyse engagement rates, feedback, and common guest questions to identify areas for improvement. Use this feedback to refine prompts and further tailor ChatGPT responses.
ChatGPT gives hoteliers the ability to scale personalisation like never before while staying true to their brand’s authenticity. By automating repetitive tasks and tailoring interactions to guest preferences, ChatGPT helps ensure every guest feels recognized and valued. When paired with your team’s human touch, ChatGPT becomes a powerful tool to enhance, not replace, authentic connections.
