Will AI replace a Reservation Agent?
AI risk 80/100Opportunity 70/100Future demand 45/100
How AI is affecting this role
- ›An AI bot instantly checks room availability across three different property management systems and presents the best option to the agent, removing the need to toggle tabs.
- ›A sentiment analysis tool flags a guest's email as 'highly negative', automatically alerting the agent to offer a complimentary breakfast before even replying.
- ›Instead of manually typing out a cancellation policy, the agent drags the email into an AI window, which instantly generates a legally compliant, polite explanation of the refund.
Ways to survive
- ›Specialize in complex itineraries that AI struggles with, such as multi-city corporate travel with specific visa requirements.
- ›Become the 'AI Trainer' for your team by refining the prompts the customer service bot uses to answer hotel-specific questions.
- ›Focus on voice communication; AI is great at text, but guests still prefer a human voice for resolving conflicts.
Ways to get ahead with AI
- ›Use Midjourney or DALL-E to create custom visual itineraries for guests, adding a personal touch that automated systems can't match.
- ›Build simple automation (using Zapier or Make) to send automated WhatsApp greetings to guests upon booking, integrating your existing CRM.
- ›Leverage Perplexity AI to act as a hyper-local concierge, providing current, specific recommendations for nearby restaurants and events better than a generic guidebook.
How ONROL helps
We will train you to automate your email workflows using AI, master AI-assisted complaint resolution, and build a personal 'AI Concierge' to upsell services effectively.
Talk to an ONROL counsellor
Get a personalised AI learning path for Reservation Agent.