AI can transform hospitality, but not in the way most people think. It’s not about shortcuts or replacing humans — it’s about efficiency, validation, and support.
In this episode of Hospitality Huddles, Scot Turner and Bal Mahey share how they use ChatGPT and other AI tools to deliver projects faster and more accurately. From validating financial narratives to analysing competitor sets, they explain how AI can reduce workload while keeping human experience at the centre.
Expect insights on:
- Why AI should support, not replace, human expertise
- How transcripts and project files can build efficiency
- The role of AI in financial validation and tone of voice alignment
- Real-world case studies: competitor analysis, sales mix reviews, andfeasibility studies
- Why guest-facing language still requires human oversight

Chapters:
00:00 – Using ChatGPT for efficiency, not shortcuts
01:45 – Travel case study: testing ChatGPT in Bulgaria
04:41 – Building client transcripts into project workflows
05:40 – Efficiency vs. validation: why speed matters
08:25 – Human vs AI: the back-and-forth process
10:44 – Teaching AI brand tone of voice
13:00 – Market study for a London five-star hotel
15:02 – Using sentiment search and AI to validate data
17:21 – Cutting 2–3 days’ work down to 3 hours
20:44 – Risks of AI “ghosting” and false assumptions
22:30 – The restaurant analogy: AI as the AGM, humans as the GM
22:52 – Closing reflections: AI as support, not replacement