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Course: Technology and Organisational Change

Level: Final-year undergraduate

Primary topic: AI and automation in service operations

Secondary topic: Trade-offs of technology adoption

Selected learning outcomes:

✦LO1 — Explain how automation and AI change the way an organisation works, and who that change lands on.
✦LO2 — Assess the costs, risks and wider consequences of adopting a new technology, including the ones that never reach the balance sheet.
✦LO3 — Build an evidence-based recommendation from operational data, and defend what it gives up.

↓ In minutes, Quindaria built:

QuindariaReady-to-use activity

Case study with a strategic decision · ~90 min

Deploying an AI Guest-Service Assistant: The Meridian Hotels Decision

Context

Meridian Hotels, a mid-scale European group of 40 properties, has spent six months piloting an AI guest-service assistant — a chat-and-voice system that handles bookings, requests, upsells and concierge questions 24/7 in 12 languages. The pilot results are in, and the board wants a recommendation at next week's strategy review: scale it group-wide, keep it limited, or stop it. You are advising the Chief Operating Officer. You have the pilot data below.

The pilot data

Cost per handled request	−38% vs. human front desk
Guest satisfaction — under-35 guests	+11 points
Guest satisfaction — over-55 guests	−9 points (“I wanted a person”)
Front-desk hours affected	~30% of routine tasks automatable
Data & privacy	Stores conversation + booking history; consent flow still manual
Energy footprint	Cloud inference adds ~6% to digital energy use

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