AI will improve service in hotels

Robots have been introduced at several hotels to perform easy jobs such as providing info and delivering messages to rooms. It may be only a matter of time before robots start taking over more complex front desk tasks. Hotel managers are ambivalent: they fear a future dominated by robots, but embrace the opportunities of artificial intelligence (AI).

eHotelier reports that hotels get better and better at recording, recognising and honouring guest preferences. Information technology is an enabler to serve guests better. At a World Travel Market seminar, hotel managers expressed their high expectations of AI to help deliver a highly-personalised guest experience. AI can enhance guest experience through tailored pricing during the booking process, voice and face recognition upon arrival, and 24/7 customer service during the guests’ stay.

According to Monica Or, Consultant at Star Quality Hospitality Consultancy, urges hotels to get on board with the technological advances. “Guests today are more tech savvy, so what they have in their homes they now expect in the hotels where they stay.”

Further reading on ehotelier.com