AI Framework drives safe use of AI to enhance the guest experience and drive profitability

Brief

Solotel venues create unforgettable experiences where culture, creativity, and community collide.

The group wanted to leverage AI to empower their people with smarter tools and automated processes to enhance the guest experience and drive profitability.

They required an AI Framework to guide the safe adoption of these new technologies.

Challenge

Solotel venues are all unique in size, location, service offering and customer demographics. Their people are divided between corporate functions and venue-based staff.

This requires a highly flexible staffing model with heavy use of casual workforces in peak periods. Trying to adopt consistent AI practices in an ever-changing workforce presented a unique challenge.

A customised approach which balanced standardisation and flexibility was required.

Solution

A discovery process captured the current pain points and potential use cases for AI.

An initial AI Policy was developed to provide a unified strategic direction. This rapidly grew into a comprehensive AI Framework to guide the operational aspects including a governance framework, risk and approval matrix, project request and approval process, and privacy impact assessment tool.

Finally, custom communications and training materials will build skills and confidence across the group.

Outcomes

Solotel now have an end-to-end framework with supporting templates and artefacts to drive their AI transformation.

There is a structured method to capture and prioritise use cases and a formalised process to assess risk and allocate mitigations.

Staff now receive AI training as part of mandatory onboarding activities supported by ongoing push content to their mobile devices to keep AI productivity and security front-of-mind.