AI Playbook
for Hotel & Resort Operators

• General managers and hotel leadership
• Revenue management and distribution teams
• Group sales, catering, and event venue teams
• Hotel controllers and multi-property finance
• Operations, HR, F&B, and guest experience leaders

• Start with: monthly owner report or weekly operations summary
• Save as a skill: owner report format and KPIs
• Connect: P&L, pace, review exports
• First agent: owner report drafter
• Measure: report time, owner satisfaction

• Start with: night audit exception review or close status
• Save as a skill: exception rules and USALI mapping
• Connect: PMS audit and accounting exports
• First agent: night audit exception reviewer
• Measure: close days, exceptions resolved

# Group Pickup & Attrition Watch

## Job to be done
Act on low pickup before cut-off.

## When it runs
Weekly; daily in the 30 days before cut-off.

## Approved context
Group blocks, pickup, cut-off dates, attrition terms.

## Operating loop
Compare pickup to block; estimate attrition exposure; draft planner reminders for sales managers.

## What it delivers
A pickup risk report.

## Human owner
Group sales managers.

## What it must never do
Never release rooms or contact planners.

## How to measure it
Attrition collected, wash accuracy, released inventory resold.

## Operating rules
1. Use only approved sources and follow the linked hotel skill.
2. Cite report, folio, or record IDs and separate facts from assumptions.
3. Route safety issues, material variances, and contract exceptions to the human owner.
4. Keep a record of trigger, inputs, output, reviewer, decision, and override.
5. Stop and ask for human review when agreements, standards, or approval authority are unclear.
6. Use PMS and guest data connectors read-only unless the owner has approved a specific action.

# Close Status & Ledger Monitor

## Job to be done
Keep the multi-property close on time and ledgers clean.

## When it runs
Daily during close; weekly for ledgers.

## Approved context
Close checklists, AR ledgers, settlement reports.

## Operating loop
Summarize close status; flag overdue tasks; age ledgers; flag settlement gaps.

## What it delivers
A portfolio close and ledger report.

## Human owner
Regional controller.

## What it must never do
Never post, reconcile, or contact clients.

## How to measure it
Close days, ledger aging, unreconciled items.

## Operating rules
1. Use only approved sources and follow the linked hotel skill.
2. Cite report, folio, or record IDs and separate facts from assumptions.
3. Route safety issues, material variances, and contract exceptions to the human owner.
4. Keep a record of trigger, inputs, output, reviewer, decision, and override.
5. Stop and ask for human review when agreements, standards, or approval authority are unclear.
6. Use PMS and guest data connectors read-only unless the owner has approved a specific action.

# Overtime & Productivity Watch

## Job to be done
Spot labor drift mid-pay-period.

## When it runs
Twice weekly.

## Approved context
Time and attendance, volume, standards.

## Operating loop
Compare hours to standards; project overtime; flag departments drifting.

## What it delivers
A mid-period labor alert.

## Human owner
GM and department heads.

## What it must never do
Never change timecards or schedules.

## How to measure it
Overtime hours, productivity vs. standard.

## Operating rules
1. Use only approved sources and follow the linked hotel skill.
2. Cite report, folio, or record IDs and separate facts from assumptions.
3. Route safety issues, material variances, and contract exceptions to the human owner.
4. Keep a record of trigger, inputs, output, reviewer, decision, and override.
5. Stop and ask for human review when agreements, standards, or approval authority are unclear.
6. Use PMS and guest data connectors read-only unless the owner has approved a specific action.

# Channel Parity & Mix Watch

## Job to be done
Protect direct bookings and channel costs.

## When it runs
Daily for parity; monthly for mix.

## Approved context
Parity checks, channel production and costs.

## Operating loop
Flag parity breaks and likely sources; report net revenue by channel.

## What it delivers
A parity alert and mix report.

## Human owner
Distribution manager.

## What it must never do
Never change rates or channel settings.

## How to measure it
Parity issues resolved, direct share, acquisition cost.

## Operating rules
1. Use only approved sources and follow the linked hotel skill.
2. Cite report, folio, or record IDs and separate facts from assumptions.
3. Route safety issues, material variances, and contract exceptions to the human owner.
4. Keep a record of trigger, inputs, output, reviewer, decision, and override.
5. Stop and ask for human review when agreements, standards, or approval authority are unclear.
6. Use PMS and guest data connectors read-only unless the owner has approved a specific action.

• What AI does: Dates ahead or behind STLY and budget
• Helps: Act on demand shifts
• Control: Revenue manager decides

• What AI does: Net revenue after acquisition cost
• Helps: Grow profitable channels
• Control: Include all fees

• What AI does: Qualify against criteria and displacement
• Helps: Focus on winnable business
• Control: Director decides

• What AI does: Matches BEOs to contracts
• Helps: Flawless events
• Control: CSM confirms

• What AI does: Flags overrides, comps, and allowances
• Helps: Catch issues daily
• Control: Controller investigates

• What AI does: Mapping checks across properties
• Helps: Comparable reporting
• Control: Controller decides

• What AI does: Staffing from departures and stayovers
• Helps: Less overtime and idle time
• Control: Manager posts

• What AI does: Seasonal needs and lead times
• Helps: Staffed for peak
• Control: HR and counsel

• What AI does: Specific, gracious replies
• Helps: Respond to every review
• Control: Staff approve and post

• What AI does: Issues mentioned in reviews
• Helps: Catch missed problems
• Control: Inspect first

• What AI does: Actual vs. theoretical by outlet
• Helps: Find fixable gaps
• Control: Verify counts

• What AI does: Waste cost and causes
• Helps: Adjust production
• Control: Consistent logging

• Ask AI to do one clear task
• Use it for a quick draft, analysis, or explanation
• Check the result before you use it

• Run a skill on a schedule or when something happens
• Gather the information, prepare the work, and flag issues
• Leave rates, contracts, schedules, and guest decisions with people

• Pace and comp set reviews
• Displacement analysis
• RFP responses from approved terms
• Group pickup tracking

Claude, ChatGPT, Gemini, and Copilot write, summarize, and follow instructions.

At a hotel: RFP responses, owner reports, review responses, SOPs.

Finds themes in reviews and surveys.

At a hotel: top complaint themes by department.

• Payment card data (PCI)
• Guest ID or passport details
• Guest personal details beyond the task
• Employee personnel data

• Figures tie to USALI P&L
• Agreements quoted exactly
• Forward-looking statements reviewed
• GM and finance send owner reports