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Hospitality

What AI gets wrong in hospitality

The same request, answered twice by the same AI. The first answer is built only from what's written down: the booking system, the allergen sheet, last week's order. The second also has what your team knows.

Most of what makes the second answer right lives in your most experienced people's heads, and it leaves with them unless someone writes it down.

  1. Taking a group booking

    “Can we fit a party of 20 on Saturday at 7?”

    Without your context

    Yes. The booking system shows the back room free at 7pm on Saturday. Shall I confirm it?

    With it

    No. The back room's booked for a private party; private hire goes in the events diary, not the booking system. Offer them upstairs at 8:30, or Friday at 7.

    What it was missing
    The events diary, which the booking system knows nothing about.
    What it costs
    Two parties promised the same room, and one of them turned away at the door.

  2. An allergy question

    “A guest asks whether the pesto pasta is safe for someone with a nut allergy.”

    Without your context

    Yes. The allergen sheet shows no nuts in our pesto: just basil, parmesan, garlic and olive oil.

    With it

    No. The chef switched to a pesto made with cashews last month, and the allergen sheet hasn't been updated yet. Offer the tomato and chilli pasta, and tell the kitchen about the allergy.

    What it was missing
    A recipe change that hasn't reached the allergen sheet.
    What it costs
    A guest with a nut allergy served something they were told was safe.

  3. Ordering produce

    “Put in next week's veg order.”

    Without your context

    Same as last week: 40 kilos of potatoes, 15 of onions and 10 of carrots, for Thursday.

    With it

    About half the usual. The high street's closed for the festival on Saturday, so passing trade drops, and last year we threw half the veg away.

    What it was missing
    The local calendar, and what happened the last time.
    What it costs
    A week's worth of veg in the bin.

  4. A regular's booking

    “The Kellys want to book for their anniversary on the 14th.”

    Without your context

    Booked: a table for two at 7:30pm on the 14th.

    With it

    Put them on table 4, by the window. They've had it for their anniversary every year, and the manager always sends over a glass of fizz.

    What it was missing
    What the staff remember about their regulars.
    What it costs
    A regular's anniversary at whichever table was free, and a tradition quietly broken.

  5. Bringing a cake

    “A guest wants to bring their own birthday cake on Friday. Is that OK?”

    Without your context

    Of course! There's no charge, and we'll keep it in the fridge until dessert.

    With it

    Yes, with our £2-a-head cake charge, which covers plates and service. Ask what's in it too, so the kitchen can flag any allergens to the table.

    What it was missing
    The cake charge, which is on the till but nowhere a guest would see it.
    What it costs
    An argument over the bill at the end of a birthday meal.

More examples from other kinds of business → · Shop· Trades· Agency· Clinic· Accountancy

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