A flagship hotel in the world's largest hotel and resorts chain

A full-service flagship hotel and conference operation in the heart of a major Canadian city, flying the flag of the world's largest hotel and resorts chain by room count. We spent a week on site training the team, department by department, and helped the hotel put an AI policy and team plan in place.

The challenge: No policy, no training, one paid seat

The organization had not been trained on AI, and there was no AI or data governance inside it: no policy, no sanctioned tooling, no shared expectations. Staff were using the tools anyway, and in a hotel the information moving through those tools is guest and business information. On the sales side, reps put their day at 70/30 between admin and selling, with one person on a paid AI seat and the rest without one.

Every tier of the property uses that information differently and carries a different risk when it goes into an AI tool: leadership, sales, front of house, back of house. Employee education and training became the core of the engagement, with an internal policy and a team plan built alongside it so the fix would hold.

The solution: A week on site, group sessions, coaching, a policy

An in-depth week on site. Multi-day group sessions for the sales team and leadership 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 covered the rest of the property: over-the-shoulder sessions built on the tasks each person does daily.

Alongside the training, we helped the hotel write and publish an internal AI policy for employees and roll out an AI team plan across the property.

The outcomes: Every tier trained in one week, under the hotel's own policy

Dozens of staff across leadership, sales, front of house, and back of house were trained in the same week. A team that had been uncertain how AI fit its day now works inside a policy the hotel wrote and published itself, on a team plan the property runs.

Sales and leadership went first, in group sessions; the rest of the property followed one on one. The policy and the plan are the hotel's own.