Context
A hotel F&B team introduced AI-driven menu recommendations through kiosk and server-assist channels. Uptake increased, but trust varied by communication style.
Decision Problem
How should leaders balance conversion gains from AI-assisted upselling with credibility and transparency in guest communication?
Learning Objectives
- Analyze source credibility in technology-mediated persuasion.
- Compare framing variants for revenue and trust outcomes.
- Design ethical guardrails for recommendation systems.
Discussion Prompts
- When does AI support feel helpful vs manipulative?
- Which scripts should be standardized for staff delivery?
- How should transparency be disclosed to guests?
Classroom Exercise (15 Minutes)
Students design two recommendation scripts: one high-conversion variant and one high-trust variant. Compare expected short-term and long-term outcomes.
AI Recommendations
Credibility
Ethical Persuasion