AI Hospitality Policy Playbook for Guest Experience Teams
Sab Mulligan
AI‑First Hospitality Brand Strategist
Design guest‑centric AI that keeps hospitality human
AI tools are everywhere, but most hospitality teams are still guessing what to tell them. You get prompts and features, but not a clear way to turn your own brand into consistent, on‑brand conversations. This course gives you a practical framework to design policies, not just messages, so humans and AI handle guests the same calm, confident way across OTAs, WhatsApp, email, and every stay moment. (In this course, I’ll demo everything using Boom (boomnow.com). The frameworks you learn (policies, escalation rules, brand voice) are tool‑agnostic, but how far you can automate them will depend on what your PMS or messaging stack supports today)
What you’ll learn
Learn to turn real SOPs into AI‑Ready Guest‑Experience policies & become the go‑to leader who safely scales hospitality with heart.
See your entire guest journey in six moments and know exactly where policies are missing.
Turn scattered touchpoints (OTAs, WhatsApp, phone, email) into a simple 6‑moment map.
Spot the recurring friction points where guests get confused, wait too long, or hear mixed messages.
Translate your brand into a digital twin that can speak for you when you’re not in the room.
Create “sounds like us / doesn’t sound like us” examples so any team member or AI sees the difference instantly.
Capture how your brand responds when guests are stressed, angry, confused, or delighted, so your tone stays human under pressure.
Break real situations into Trigger (what happened), Reaction (what you decide), and Tone (how it sounds).
Turn messy “we usually answer like this…” habits into precise, shareable policies your team can trust.
Write 10–12 concrete TRT policies for high‑impact scenarios like early check‑in, late check‑out, noise, refunds, and reviews.
Decide which scenarios AI can handle alone, where AI starts and a human finishes, and where humans must lead from the beginning.
Create a lightweight escalation matrix based on time, emotion, and money so nothing urgent falls through the cracks.
Design simple escalation rules so AI, humans, and automations work together instead of stepping on each other.
Organize policies in a simple doc or Notion‑style structure that your team can actually use.
Set up a 30‑minute weekly review to check 5–10 conversations and update policies based on what really happened.
Leave with a structure and ritual that keeps your policies alive and improving.
Learn directly from Sab
Sab Mulligan
AI‑First Hospitality Brand Strategist
Who this course is for
Short‑term rental owners and operators managing multi‑property portfolios.
Hospitality teams responsible for daily guest messaging and communication.
Guest‑experience managers exhausted by 24/7 pings and repeat questions.
Prerequisites
Current or recent experience in STR / hospitality
Works best if you’re already handling STR/hospitality guest messages and have access to your PMS or inbox to implement changes live.
What's included
Live sessions
Learn directly from Sab Mulligan in a real-time, interactive format.
Lifetime access to all future cohort material
Go back to course content and recordings whenever you need to. Any changes made to future cohorts will be available for you to access offline
Community of peers
Our alums are hospitality leaders from some of the top STR brands of our time
Certificate of completion
Share your new skills with your employer or on LinkedIn.
8+ hours of live interaction time
Flipped content w/ office hour style sessions for two way interaction
Option to be part of our invite only community post-course
Get exclusive access to curated insights, meaningful connections, and opportunities designed to elevate your growth and impact within a trusted, like-minded community.
Maven Guarantee
Your purchase is backed by the Maven Guarantee.
Course syllabus
3 live sessions • 3 projects
Week 1
May
15
Session 1: Framework & the 6 Moments Map
Fri 5/152:30 PM—4:00 PM (UTC)Optional
Session 1: Framework & the 6 Moments Map
Week 2
May
22
Session 2 – Build Your Digital Twin + TRT Basics
Fri 5/222:30 AM—4:00 AM (UTC)Optional
Session 2 – Build Your Digital Twin + TRT Basics
Schedule
Live sessions
5 hrs
Across three 90‑minute live sessions plus a bonus clinic, you’ll spend about five hours together designing your digital twin and writing core guest‑experience policies.
Fri, May 15
2:30 PM—4:00 PM (UTC)
Fri, May 22
2:30 AM—4:00 AM (UTC)
Fri, May 29
2:30 PM—4:00 PM (UTC)
Between‑session work
3 hrs
You can expect an extra 2-3 hours on your own between calls to gather examples and refine your policies at your own pace.
Frequently asked questions
€495
EUR
5 days left to apply