pros and cons
Today, many hotels and travel companies use AI (artificial intelligence) to help communicate with guests. This technology is becoming more common because it can answer questions quickly, any time of the day or night. Guests can ask about room availability, check-in and check-out times, hotel services, or nearby attractions, and get a fast reply. AI can also write in many languages, which is helpful for international travelers.
Using AI saves time for hotel staff. It can answer simple and repeated questions, so staff can focus on more important tasks or help guests in person. AI also allows companies to reply to many guests at the same time, which is useful during busy seasons.
However, AI also has some disadvantages. It can sound cold or too formal. It might not understand special requests or emotional situations, like complaints or personal problems. Some guests feel unhappy if they receive a reply that seems like it was written by a robot.
The best way is to use AI together with human communication. AI is good for fast, simple answers, but real people should handle more complex or sensitive topics. In tourism and hospitality, friendly and personal service is very important. AI can help, but it should not replace the human touch.
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Vocabulary:
- To communicate – to give or receive information by speaking, writing, or using signs.
Example: I use email to communicate with the hotel. - To be common – to happen often or be seen a lot.
Example: It is common to see tourists in this city. - Availability – when something is free to use or take.
Example: I asked about the availability of rooms. - A reply – an answer to a question or message.
Example: I sent an email and got a reply one hour later. - To save time – to do something faster so you have more time later.
Example: Using a map can save time when you travel. - Hotel staff – the people who work at a hotel.
Example: The hotel staff cleaned my room and helped with my bags. - Repeated – done again and again.
Example: She asked the same question in repeated emails. - To focus on something – to give all your attention to one thing.
Example: Please focus on your work. - A task – a job or thing you have to do.
Example: Cleaning the room is a daily task for the hotel staff. - A busy season – a time when many people travel or visit.
Example: Summer is a busy season for hotels. - A disadvantage – something bad or not good about something.
Example: A disadvantage of AI is that it can feel unfriendly. - To sound cold – to not sound friendly or warm.
Example: The email sounded cold, like a robot wrote it. - A request – when you ask for something.
Example: I made a request for a room with a sea view. - A complaint – when you say something is wrong or bad.
Example: She made a complaint about the noise. - A sensitive topic – something that can make people feel upset or emotional.
Example: Talking about illness is a sensitive topic.
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Multiple-choice , one answer correct:
1. To communicate means to:
a) travel to a new place
b) give or receive information
c) clean a room
2. If something is common, it:
a) happens often
b) is very rare
c) is finished quickly
3. Availability means:
a) something is free to use
b) something is broken
c) something is far away
4. A reply is:
a) a question you ask
b) a letter or message you get back
c) a problem to fix
5. To save time means to:
a) do something faster
b) waste time
c) stop working
6. Hotel staff are:
a) people who work at a hotel
b) guests who stay at a hotel
c) the hotel building
7. Repeated means:
a) done again and again
b) done very fast
c) done only once
8. To focus on something means to:
a) pay attention to one thing
b) forget everything
c) do many things at once
9. A task is:
a) a problem you cannot solve
b) a job or something to do
c) a person who works
10. A busy season is:
a) a time when many people travel
b) a quiet time with few people
c) a long holiday
11. A disadvantage is:
a) a good thing
b) a problem or bad point
c) a special offer
12. To sound cold means:
a) to sound unfriendly
b) to speak very loudly
c) to speak happily
13. A request is:
a) to ask for something
b) to give something away
c) to say thank you
14. A complaint is:
a) to say something is wrong
b) to ask for help
c) to make a new friend
15. A sensitive topic is:
a) a subject that can make people upset
b) an easy question
c) a funny story
_______________________
1.b 2.a 3.a 4.b 5.a 6.a 7.a 8.a 9.b 10.a 11.b 12.a 13.a 14.a 15.a
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Matching exercise, words and definitions mixed up:
Words:
A. A complaint
B. To focus on something
C. A disadvantage
D. To save time
E. Hotel staff
F. A reply
G. To communicate
H. Repeated
I. Availability
J. A sensitive topic
K. To sound cold
L. To be common
M. A request
N. A task
O. A busy season
Definitions:
- When something is free to use or take
- To not sound friendly or warm
- To happen often or be seen a lot
- A job or thing you have to do
- When you say something is wrong or bad
- Something bad or not good about something
- A time when many people travel or visit
- To give all your attention to one thing
- To do something faster so you have more time later
- When you ask for something
- To give or receive information
- Done again and again
- The people who work at a hotel
- Something that can make people feel upset or emotional
- An answer to a question or message
_________________
A-5 B-8 C-6 D-9 E-13 F-15 G-11 H-12 I-1 J-14 K-2 L-3 M-10 N-4 O-7
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Complete, words below:
- AI helps hotels __________ with guests quickly and easily.
- Many travelers ask about __________ of rooms or services.
- A quick reply saves time for both guests and __________.
- Hotel staff focus on important tasks, not __________ questions.
- Busy __________ mean many guests need fast answers from AI.
- AI can sound cold and miss special __________requests.
- Some guests do not like replies that sound __________.
- Using AI has advantages but also some __________ too.
______________________
seasons – availability – disadvantages – guest – staff – cold – communicate – repeated
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Antonyms wanted – the opposites:
- To communicate – __________
- Common – __________
- Availability – __________
- Reply – _________
- To save time – __________
- Repeated – __________
- To focus on something – __________
- Task – __________
- Disadvantage – __________
- Busy season – __________
________________
a) unique b) rare c) quiet season d) question e) free time
f) to ignore g) unavailability h) advantage i) to waste time
j) to ignore something
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Multiple-choice test with 4 answers each; more than one may be correct:
1. To communicate means to:
a) give information
b) receive information
c) ignore others
d) travel
2. Which of these describe something common?
a) happens often
b) is very rare
c) is usual
d) never happens
3. Availability means:
a) something is free to use
b) something is broken
c) something can be used
d) something is lost
4. A reply can be:
a) an answer
b) a message back
c) a question
d) silence
5. To save time means to:
a) do something faster
b) waste time
c) stop working
d) be efficient
6. Repeated means:
a) done again
b) done once
c) done many times
d) done slowly
7. To focus on something means to:
a) pay attention
b) ignore everything
c) give all attention to one thing
d) be distracted
8. A task is:
a) a job
b) something to do
c) a person
d) a holiday
9. A disadvantage is:
a) a problem
b) a bad point
c) a benefit
d) an advantage
10. A busy season is:
a) a quiet time
b) a time with many people
c) a time when many travel
d) a holiday time
________________________
1.a,b 2.a,c 3.a,c 4.a,b 5.a,d 6.a,c 7.a,c 8.a,b 9.a,b 10.b,c
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An interview with a front desk manager about the pros and cons of AI in hospitality:
1. Interviewer: What is AI in hotel communication?
Manager: AI helps us to communicate with guests faster and easier.
2. Interviewer: How does AI save time for hotel staff?
Manager: AI gives quick replies to repeated questions, so staff can focus on other tasks.
3. Interviewer: Is AI common in hotels now?
Manager: Yes, many hotels use AI, especially in busy seasons when many guests ask for availability.
4. Interviewer: What is one big advantage of AI?
Manager: It saves time and helps with many requests at the same time.
5. Interviewer: Are there any disadvantages of AI?
Manager: Sometimes AI can sound cold and not friendly, which guests do not like.
6. Interviewer: Can AI handle sensitive topics?
Manager: No, sensitive topics need a human because AI may not reply correctly.
7. Interviewer: Does AI replace hotel staff?
Manager: No, AI helps staff but cannot do all tasks or understand feelings.
8. Interviewer: How do guests feel about AI replies?
Manager: Some guests like fast replies, but others want personal answers.
9. Interviewer: What is repeated in hotel communication?
Manager: Guests often ask the same questions, so AI answers repeated requests quickly.
10. Interviewer: Will AI be more common in the future?
Manager: Yes, but hotels must use AI carefully to keep good communication with guests.
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A front desk manager and his statement on AI in the hospitality business:
When we use AI to reply to guest emails, staff must follow some important rules.
First, always check the AI reply before sending it. Make sure it answers the guest’s request clearly.
If the email is about a complaint or a sensitive topic, do not use AI. A real person should reply.
AI is helpful for repeated questions about room availability or check-in times. It saves time, especially in a busy season.
But we must not let replies sound cold. Always add a warm sentence or greeting.
AI helps with tasks, but hotel staff must still focus on good communication.
This way, we give the best service to our guests.
Do you agree?
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