Hospitality

Hospitality spends on AI at the guest-facing moment. Guests ask questions on whatever channel is open, at any hour, in their own language. Most are low risk: opening hours, directions, availability. A guest who asks whether a dish contains something that could put them in hospital is asking a food-safety question.

Switzerland has no AI law of its own, but the food rules already apply.

A concierge that answers the high-volume, low-risk questions earns trust quickly and costs little to run. Our multi-channel concierge is in production on five channels, with cost estimated per channel.

The few risky questions need a stricter standard before go-live. Our allergen evaluation harness is an internal build with 117 adversarial cases covering euphemisms, social-engineering pressure and positive-framing traps. Its merge gate requires every case to pass.

Allergen disclosure for food that is not prepacked, including what a restaurant or hotel kitchen serves, has been mandatory in the EU since 13 December 2014.¹ Switzerland’s Ordinance on Food Information has required allergen labelling for loose food since 1 May 2018, and names restaurants, hotels and bakeries.²

An AI assistant that answers a guest’s allergen question is making a food-safety statement. Test it with adversarial cases on every change, not once before launch.

The European Accessibility Act has applied since 28 June 2025 to booking websites, apps and self-service kiosks; terminals already in use have until 28 June 2030. A concierge or booking assistant is a digital interface to a service, so build accessibility into the AI project from the start. The Act reaches Swiss businesses that sell into the EU.³

This page is a screening note, not legal advice. Ask your counsel before relying on any classification.

A menu changes or a supplier substitutes an ingredient, and an assistant that was accurate on day one gives a stale answer on day ninety. Run the evaluation continuously as a standing gate. That is Stage 06 · Run and evolve in practice.

If you have a named metric for a guest assistant, start with the proof of value sprint. It builds and evaluates a working prototype in two to four weeks, with the allergen cases written before the build. Without the metric, start with the AI opportunity assessment. See also AI regulation in Switzerland.

• WorkAn adversarial evaluation harness for allergen safety
• WorkA multi-channel AI concierge, in production