Chris Anderson is a professor at the Cornell Nolan School of Hotel Administration. Prior to his appointment in 2006, he was on the faculty at the Ivey School of Business in London, Ontario, Canada. Professor Anderson’s main research focus is on revenue management and service pricing. He actively works in the application and development of revenue management across numerous industry types, including hotels, airlines, and rental car and tour companies, as well as numerous consumer packaged goods and financial services firms. Professor Anderson’s research has been funded by numerous governmental agencies and industrial partners. He serves on the editorial board of the Journal of Revenue and Pricing Management and is the regional editor for the International Journal of Revenue Management. At the Nolan School of Hotel Administration, Professor Anderson teaches courses in revenue management and service operations management.
Streamlining Hospitality Operations With AutomationCornell Course
Course Overview
Today's hospitality leaders face the challenge of constantly enhancing and optimizing their business processes while relying on the most up-to-date information. Yet valuable data about your organization is not confined to in-house systems; it is extensively distributed online. From desktop customer databases and property and reservation management systems to customer reviews, inquiries, market trends, and popular searches, data is omnipresent. The process of collecting, connecting, categorizing, and analyzing this data can be time consuming, potentially hindering business objectives as individuals struggle to keep pace. Fortunately, many of these tasks can be automated, allowing firms to react swiftly so that they can concentrate on doing what they do best: delivering exceptional service to their customers and clients.
In this course, you will explore various forms of automation tailored for the hospitality industry. You'll set up alerts for new reviews and automatically forward key insights via SMS or email to relevant stakeholders. You'll leverage generative AI (GenAI) tools to craft responses to reviews, which can be posted online or shared with team members for approval. You'll also gain hands-on experience scraping reviews using specialized tools and building custom solutions through robotic process automation. Additionally, you'll automate sentiment analysis of reviews using GenAI, enabling deeper insights into customer feedback.
A key highlight of the course is creating and deploying your own virtual assistant powered by GenAI. This assistant can be trained on company-specific data to handle customer inquiries or support employee training. You'll also discover how to automate data entry and extraction from legacy desktop applications, enabling seamless integration between disconnected systems. This comprehensive approach will equip you with the skills to harness AI and automation for greater efficiency and improved guest experiences.
To complete this course, you will need access to a PC. The automation software used in this course is compatible only with PCs and is not available for Macs.
You are required to have completed the following courses or have equivalent experience before taking this course:
- Leveraging Predictive AI in Hospitality
- Applying Generative AI in Hospitality
Key Course Takeaways
- Set up alerts for new reviews and automatically forward key insights to relevant stakeholders
- Leverage generative AI (GenAI) tools to craft responses to reviews
- Scrape customer reviews using specialized tools and build custom solutions through robotic process automation
- Create and deploy a virtual assistant powered by GenAI
How It Works
Course Author
Who Should Enroll
- Mid- and senior-level hospitality professionals
- Marketing and sales directors in hospitality
- HR directors for hospitality organizations
- Business analysts
- Hotel general managers
- Housekeeping directors
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