Case study · From the Pluris libraryReceipt no. 0543
What sucked
A full-service flagship hotel and conference operation in a major Canadian city, part of the world's largest hotel chain by room count, had no AI training, policy, data governance or sanctioned tooling.
Staff were using AI tools anyway, with guest and business information. Sales reps put their day at 70% admin and 30% selling, and only one person had a paid AI seat.
What they built
North Group delivered a week of on-site AI training at a flagship conference hotel: group sessions for sales and leadership, one-on-one coaching for the rest of the property, a published internal AI policy, and a property-wide AI team plan.
What changed
40 of 40 reps
On a sanctioned AI plan, up from 1 of 40 before the week
80% more trust
Increase in trust in AI across the team, team estimate after the training week
Policy published
Internal AI policy written and published with the hotel during the engagement
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