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A hotel’s long-term success hinges on its ability to bring in new customers and gain their loyalty. However, with the increasing demand for exceptional customer service, abundance of information online, and a multitude of options and competitors, it has become more challenging for hotels to meet customer requirements.

But with the advent of artificial intelligence (AI) technology, hoteliers can receive a helping hand, particularly in three areas.

Big data

Data and analytics are the trends nowadays because they provide businesses the means to gain all the information they need about their target market. But with so much data available, crunching these numbers can be time-consuming and is prone to human error. AI can automate the processes involved in collection and analysis of data, making it more efficient and allowing hoteliers to come up with strategic choices as quickly as possible.

Image source: bernardmarr.com


Currently, most hotel bookings are driven by a cookie-cutter approach, too formulaic and lacking individuality. However, making it more personal will likely compromise efficiency. An AI technology can solve this dilemma, as not only can it book guests in an efficient manner, interaction with would-be customers can also be personalized. This can lead to better online experiences, which can, subsequently, result in better client loyalty.

Image source: marketingweek.com


AI can also be implemented in the hotel’s other operations. At present, some hotels already use AI-powered concierge or front desk, such as Cosmopolitan in Las Vegas, Hilton Worldwide, and Edwardian Hotels. There is also the potential for AI to improve other aspects of hospitality, including room service, valet, housekeeping, and more.

John Jefferis is a multi-awarded hotelier with more than 40 years of experience in hotel and resort development. If you want to learn more about the industry, subscribe to this blog.