A full-service hotel at a major North American hub airport. We spent a week on site training its executives, sales staff, and operating team, in group sessions and one on one, and rolled out an AI strategy with the property on top of the training.
An airport hotel runs on its own clock. The front desk never closes, shifts hand over around the clock, and a large share of guests are in transit. The information moving through the property is guest and business information, and it moves fast and through many hands.
The property had not been trained on AI, had no policy or sanctioned tooling, and staff were using the tools anyway. Every tier touches that information differently and carries a different risk when it goes into an AI tool: leadership, sales, front of house, back of house. The training had to fit the property's own operating cadence and front-of-house workflow.
A week on site. Multi-day group sessions for executives and the sales team covered AI literacy and acceptable use: what the tools do, where the risk sits, how to get work out of them, and the rules for guest and business information.
Multi-day one-on-one coaching for the operating team, over the shoulder, built on the tasks each person does daily and worked through against the property's own operating cadence and front-of-house workflow.
On top of the training, we rolled out an AI strategy with the property: an acceptable-use framework with a rule for each tier on what can go into a tool and what cannot, and a plan for how AI fits the operation from here.
The rules are the same for every tier. The coaching is where an airport property's differences were worked through.
An airport hotel that runs on its own clock now works inside an acceptable-use framework, with its executives, sales staff, and operating team trained in the same week.
A team that had been uncertain how AI fit a 24-hour operation now has a rule for every tier, a strategy the property owns, and a way of working built on its own tasks.
Running a hotel or restaurant group? North Group is the AI department for hotels and restaurants.
A week of employee AI training, an internal AI policy, and a team-wide rollout.
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