Guest inquiries
“Guest inquiries” (Hotel Front Desk Agent) is being replaced by AI: it entered in 2022 and is projected to be largely replaced by 2028.
What this task is
Front desk agents answer guests' questions about facilities, breakfast hours, transport and nearby attractions, and help with in-room equipment such as the TV or air conditioning.
How AI replaces it
AI concierges on phones and in-room voice assistants answer common questions around the clock, while smart rooms control lights, air conditioning and curtains directly. LLMs improved conversation quality markedly from 2022, and most routine inquiries are expected to go to AI around 2028.
What stays human
Requests needing flexible arrangements, local insight or upset guests still come to the front desk, and this is where a hotel's hospitality is most visible.