The Historic Hotel Bethlehem is bucking the AI trend by making what it’s calling The REAL People Promise.
While some hotels are allowing kiosks, chatbots, AI agents, and robots to replace real people, Hotel General Manager Kelly Ronalds said her team is committed to doing the opposite.
“This hotel is here today because more than 100 years ago the people of Bethlehem pooled their money to create a community hub. Generations of families have held everything from engagements to weddings and baby showers, to proms at the iconic location. It’s always been about the people, and I’m committed to ensuring it always will be,” said Ronalds.
Instead of investing in bots, Ronald said every member of the more than 200 person staff is receiving concierge training.
“Guests with questions will be able to go to literally any staff member for answers. Our team is ready to get to know you and help you customize an experience that perfectly meets your needs,” said Ronalds.
The concierge training program includes etiquette lessons, interpersonal communication skill building and role playing practice.
Associates are also touring every part of the hotel and learning about its historic legacy along the way. They’re studying all they can about local travel routes, dining options, attractions, activities and services.
“It’s important to note that they aren’t just gaining knowledge about the hotel, they’re learning about the entire Bethlehem community because that is the whole point of the REAL People Promise- building a real, human community,” Ronalds said.
She noted that REAL stands for Relational, Engaged, Accessible and Local.