AI guidelines for Hotel Jnterlaken

1. Introduction

The use of artificial intelligence (AI) in our hotel serves to improve the guest experience, increase the efficiency of internal processes and optimise services. These guidelines define the ethical and legal framework for the use of AI to ensure transparency, data protection and responsibility.

Scope of application

These guidelines apply to all departments of our hotel where AI systems are used, including Reception, Reservations, Customer Service, Housekeeping and Marketing. All employees are obliged to comply with these guidelines.

2. Legal basis

Personal data

AI systems in our hotel may process personal data such as names, contact information, preferences or booking histories. Processing is carried out strictly in accordance with the General Data Protection Regulation (GDPR) and other applicable data protection laws.

Consent

Guests and employees are informed about the use of AI before their personal data is processed. Consent is voluntary and can be withdrawn at any time.

Transparency

We inform our guests and employees clearly and comprehensibly about where and how AI systems are used, especially if their data is processed or analysed automatically.

Data security

To ensure the security of the data processed by AI systems, we use technical and organisational security measures, including encryption, access controls and regular security checks.

Automated decisions

AI systems must not make automated decisions that have a significant legal or personal impact on guests or employees without human review.

3. Ethical guidelines

Responsibility and human control

The use of AI in our hotel is always under human supervision. Employees are trained to review AI decisions and correct them if necessary.

Fairness and non-discrimination

Our AI systems are regularly checked for bias to ensure that there is no discrimination based on gender, origin or other personal characteristics.

Transparency and traceability

AI-supported processes and decisions should be comprehensible. Explanations on the use of AI are accessible to guests and employees.

Protection of privacy

We minimise data collection to the extent necessary and anonymise or pseudonymise data whenever possible.

Sustainability

AI is used in a targeted manner to reduce energy consumption, use resources efficiently and promote sustainable operating processes (e.g. optimised heating control, needs-based room cleaning).

4. Internal processes and responsibilities

Training and awareness-raising

All employees are regularly trained to understand the legal, ethical and technical aspects of AI use. Training takes place at least once a year.

Control mechanisms

Compliance with the AI guidelines is monitored through internal audits. Violations of the guidelines are investigated and rectified if necessary.

Responsible departments

The data protection department is responsible for the implementation of and compliance with the AI guidelines. This responsibility is documented and regularly evaluated.

5. Documentation and reporting obligations

Documentation of AI applications

A register of all AI systems used is kept and regularly updated. This contains information on how they work, the data processed and the decisions made.

Reporting obligation

A report on the use of AI is prepared annually, highlighting aspects such as data protection, fairness and transparency. This report is made available to the responsible departments and, on request, to employees.

6. Review and update

Regular review

The AI guidelines are reviewed at least once a year and adapted to new technological and legal developments.

Feedback mechanism

Guests and employees can provide feedback on AI applications via digital or analogue channels. This feedback is incorporated into the further development of the AI guidelines.

7. Final provisions

Validity and entry into force

These AI guidelines enter into force with immediate effect. Compliance with the guidelines is regularly monitored by the data protection department.