Smarter hospitality: The growing role of AI in front- and back-of-house operations

AI has the potential to be a real game-changer for the hospitality sector. Operators can, for example, tap into AI to make real-time decisions that keep things running efficiently. By factoring in things like weather patterns and foot traffic from previous days, AI can predict demand and even suggest actions like adjusting staffing levels during busy times—helping operators stay ahead of the game when it comes to service and potentially cutting wage bills.

Forecasting and Smarter insights

Using AI can also make sales forecasts more precise—right down to individual products. This means operators can keep inventory in check, reduce waste, and make sure they’ve got the right stock on hand when it’s needed most. In addition, by pulling in data from a number of sources, AI can generate helpful insights and daily summaries allowing for quicker, smarter decision-making and smoother day-to-day operations.

Beyond forecasting, AI provides valuable real-time support during trading hours. For instance, if kitchen operations slow down, AI can suggest reallocating staff to maintain service standards. For new hires, AI offers tailored onboarding guidance based on the business’s systems, helping them get up to speed faster.

Unlocking customer insights

AI can also be used to better understand guests. Airship’s AI Flight Assist is such a tool and is currently helping operators to effectively boost sales by making it easier for operators and their teams to query and segment their customer database through an accessible and conversational interface. By providing operators and their teams with a way to effectively identify and extract specific customer behaviours and insights, businesses can easily engage customers with smarter and more personalised marketing strategies that truly add value.

All of this data-driven support results in better resource management, a more efficient team, and an overall operation that is more focused on what really matters — delivering great customer experiences.

AI and the customer experience

AI is playing an increasingly important role in shaping the customer experience from before people even enter a venue. Platforms like TripAdvisor and Google have started to use AI to summarise guest feedback, giving potential customers a quick snapshot of what to expect before they walk through the door. By making data accessible to operators, AI can also help businesses and marketing teams to create personalised offers and experiences for their customers, building loyalty and driving repeat visits.

With online reviews becoming increasingly influential when it comes to helping customers choose where to drink or dine, this makes it crucial for operators to stay on top of their online reputation and engage with feedback proactively.

Once guests are inside the venue, AI helps streamline behind-the-scenes tasks, giving staff more time to focus on interacting with customers. With fewer administrative duties to juggle, staff can provide a more personalised and attentive service, ultimately enhancing guest satisfaction. So, by enhancing both online perceptions and in-venue service, AI enables operators to deliver a seamless, more impactful customer experience.

More AI innovations to come

AI technologies like ChatGPT, Gemini, and Meta AI are rapidly advancing, getting better at understanding human behaviour and enabling more natural, intuitive interactions. As these tools evolve, a big focus will be on making them more transparent.

If AI is to have a truly positive impact on hospitality, operators will need to trust the tech and to educate themselves about how it works. AI providers to the hospitality industry will need to show where the data comes from and how conclusions are made. This transparency will help operators and their teams feel confident that the AI-generated recommendations are built on reliable, accurate information. As these innovations keep developing, operators can look forward to AI offering sharper insights, which will ultimately enhance decision-making and streamline operations across the industry.

Benefits of AI to front- and back-of-house

AI technologies are already in place, supporting busy teams both on the floor and behind the scenes. Providers such as AddSalt for example, provide conversational, yet automated AI phone bookings using voice recognition software. The system eases the pressure on front of house operations by reducing the time spent monitoring and answering phone calls, while also removing the possibility of any calls being missed.

When it comes to back of house operations, AI is equally as beneficial. AI can be used to optimise staff rotas, make sales forecasts, reduce waste, analyse stock levels and product performance, as well as produce daily summaries, enabling operators and their teams to make faster, smarter business decisions.