A recent podcast series from IATA covered in detail the training issues and opportunities facing the travel industry and encompasses a wide swath of subjects that directly impact travel businesses. One episode asks the question: Is it a skill or a performance gap when expectations are not met? For travel businesses that drive revenue directly from travelling consumers, this becomes a crucial question that can have adverse effects on both revenue and brand reputation. In the post-covid world, hiring, training and retaining top talent has been the real challenge for both travel providers and travel agents but in reality, these guest and client facing teams are the keys to profitability and efficiency. With increasing travel volumes and higher expectations for demand, travel providers and agencies are upon a unique opportunity to drive revenue and brand reputation by maximizing each and every guest and client interaction. This is achieved through more effective training methods and this is where hospit-AI-lity comes into play. An advanced, AI powered travel training platform, hospit-AI-lity delivers foundational and advanced guest and client service skills, communication techniques and organizational habits that empower new hires and existing workers. By giving frontline teams the skills they need, travel brands and businesses can create more opportunities with guests and clients while increasing efficiency, work accuracy and overall individual happiness and motivation.
A Look Under the Hood
hospit-AI-lity is a travel training platform that utilizes AI and unique data processing methodologies to deliver essential and advanced travel worker and travel agent skills to new hires and existing team members. At the heart of technology is WALT:
- Worker
- Augmented
- Localized
- Trainer
WALT is the user facing presence across the TTS ecosystem and is the travel coach and liaison between the trainee and the educational content. WALT uses two key frameworks as his backend:
- Retrieval Augmented Generation (RAG).
- WALT’s data acquisition and processing methods
- Large Language Model (LLM).
- The basis for WALT language and user response capabilities.
RAG pipelines use static documents as data sources and can be changed and updated as needed, positioning them as a dynamic and flexible framework for the ever changing travel industry. WALT’s data processing capabilities can be fine tuned and optimized for different areas of the travel business, ensuring more effective and faster paced training and worker asset deployment.
Core Training Content, Skills & Habits
RAG systems need documents and WALT refers to these static resources for the entire duration of the training program. A Base Training Package is included in the hospit-AI-lity platform and training content can be upgraded and expanded to meet specific learning goals of the travel business or organization. The Base Training Package is extensive and covers key foundational and advanced guest and client service skills that are crucial in maximizing individual interactions:
- Active listening skills
- Communication skills
- Probing and discovery skills
- Initial engagement and conversation control skills
- Understanding product and service knowledge
- Organizational and productivity habits
- Time management skills
The Base Training Package can easily accommodate business specific skills and tasks such as POS / reservation system work flows and other job duties that are specific to the trainee’s role. The Base Training Package will be available for Travel Workers (BTPTW) and Travel Agents (BTPTA) with perspectives and nuances specific to each role.
Driving Efficiency & Creating Opportunities for Travel Businesses
- Benefits to business / cheaper cost of training
- More effective, maximizing opportunities, time use etc
The hospit-AI-lity platform was born out of a need for better, faster and more effective travel training in the industry. Training and hiring travel workers and agents is costly and retention has always been a challenge. By delivering training content more effectively and at a faster pace, travel businesses can realize 4 crucial business benefits:
- Reduced or elimination of expensive attrition and rehiring with effective and engaging onboarding and continued support.
- Reducing and elimination of gaps along the frontlines that can cause issues with service quality and overall guest / client experiences.
- Increasing revenue from deeper and more effective guest / client interactions and engagements.
- Higher levels of efficiency, performance and accuracy when properly trained and supported during the critical new-hire phase.
Faster and more effective than traditional training methods, hospit-AI-lity gets new hires contributing faster and gives existing workers better skills for higher levels of output and performance.
Next Level Travel Training, Next Level Travel Business Benefits
hospit-AI-lity is a next generation travel education platform that delivers essential and advanced training content for travel workers and travel agents. New hires and existing workers can increase performance and efficiency with training from hospit-AI-lity and WALT, the AI powered travel training coach for the platform. Individual workers will benefit from WALT’s highly engaging learning style and relevant training content. The Base Training Package deploys important skills and habits that create more opportunities and increase productivity in the fast paced travel industry. Travel providers and related businesses will see higher levels of guest and client engagement through hospit-AI-lity training, positively impacting overhead costs and bottom line profitability. The Base Training Package covers content over 2 to 3 days and is dynamically paced, ensuring new hires and upskilling workers understand and apply skills and habits learned. With a robust forecast for volume and spending, travel and related businesses are in a unique position to maximize each and every guest and client interaction, elevating brand reputation, creating extended marketing opportunities and most importantly, driving revenue and profitability. Visit the hospit-AI-lity platform site for more information and Platform Pitch Deck: https://hospit-ai-lity.com/
