Business management & development
making recommendations and facilitating bookings, thereby enhancing overall customer satisfaction. Moreover, AI-driven predictive analytics enables hotels to anticipate peak periods, analyse booking patterns and optimise pricing strategies in real time. By leveraging these insights, hotels can maximise revenue while ensuring competitive pricing, thus offering value to guests and driving profitability simultaneously.
Streamlining operations
Efficient management of resources is critical for hotel operations. AI streamlines various aspects of hotel management, from inventory control to workforce management, thereby optimising efficiency and reducing operational costs. For instance, AI-powered systems can monitor room occupancy, energy consumption and resource utilisation in real time, enabling hotels to adjust operations accordingly and minimise wastage. Additionally, AI facilitates workforce management by automating routine tasks such as scheduling, payroll processing, and performance monitoring. By deploying AI-driven solutions, hotels can allocate human resources more effectively, optimise staffing levels based on demand fluctuations and ensure a seamless guest experience throughout their stay.
Revolutionising marketing and sales AI revolutionises marketing and sales strategies for hotels by enabling targeted campaigns, personalised offers and dynamic pricing strategies. Through data analytics and machine learning algorithms, hotels can segment their customer base, identify trends and tailor marketing campaigns to specific demographics or preferences. AI-powered recommendation engines can suggest personalised packages, upgrades or add-on services based on individual guest profiles, thereby enhancing cross- selling and upselling opportunities. Moreover, AI-driven dynamic pricing algorithms
analyse market demand, competitor pricing, and historical data to adjust room rates in real time, maximising revenue while maintaining price competitiveness. By leveraging AI in marketing and sales, hotels can drive direct bookings, improve brand loyalty, and increase revenue streams, ultimately contributing to business growth and development.
Enhancing operational efficiency through IoT integration The integration of AI with internet of things (IoT) technologies further enhances operational efficiency and guest experiences in hotels. IoT devices such as smart thermostats, connected appliances and intelligent sensors collect real-time data on various
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Getting familiar with AI
If you’re planning to go into the hospitality industry, the pathway is increasingly going to involve some sort of familiarity with AI. That’s one of the key messages in Artifi cial Intelligence, Machine Learning, and Robot Applications in Hospitality Businesses, a new book by hospitality professor Rachel JC Fu. In the following Q&A, Fu discusses how the hospitality jobs of the future will rely more and more on technology to provide a pleasant guest experience.
Will AI reduce the number of jobs in hospitality? Rachel JC Fu: AI could not only reduce the number of jobs, but it has already begun to change the way existing jobs are done by handling tasks such as guest check-ins, customer inquiries and the like. For that reason, in the hospitality industry of the future, rather than people who interact with customers, the industry will need more data analysts, AI managers and people who can provide tech support. That’s because AI can perform routine and repetitive tasks, such as booking reservations and answering customer inquiries.
How are hospitality programmes using AI to teach in the classroom? Universities are using virtual reality to simulate real-world scenarios for students to practice and hone their skills in a risk-free setting. For instance, AI-powered simulations can mimic front desk operations, kitchen management or even crisis situations. This provides students with hands-on experience and enables immediate feedback. Using AI in hospitality education is essential because it helps create a more personalised learning experience that builds on what students are good at and helps them overcome challenges. For instance, AI can make it easier and quicker for students to get feedback on their work, helping them learn better. It can also suggest new teaching materials and methods to educators, improving how they teach.
Will AI make the industry better?
Research indicates that AI has the potential to signifi cantly enhance the hospitality industry by improving effi ciency. It could also personalise customer experiences, anticipate needs and identify trends, and reduce operational costs. AI-driven chatbots and virtual assistants can offer 24/7 customer service. They can handle reservations and inquiries, and provide personalised recommendations. This enhances the guest experience and frees human staff to focus on more complex tasks, such as handling unexpected issues, complaints or emergencies. AI can assist in identifying problems, but human staff are needed to offer strategies for planning, professional development and risk management.
When the volume of job applicants becomes unmanageable, hospitality companies may consider adopting AI to streamline recruitment, employing algorithms to identify promising candidates based on skills and experience. They may consider ensuring that AI is programmed to avoid biases related to age, gender, ethnicity or background that have been found in hiring tools.
Some hotel companies use AI to manage energy consumption. This is done by employing smart sensors and algorithms to adjust lighting, heating and cooling based on occupancy and weather conditions – all with an eye towards reducing environmental impact. It also respects guest comfort, since the settings can be manually overridden by guests. This example highlights the ethical application of AI in balancing operational effi ciency with guest satisfaction and environmental responsibility.
What’s your book’s boldest prediction?
As technologies continue to evolve, I boldly predict AI-driven solutions will become integral to every aspect of maximising cash fl ow. Chatbots that express humanlike emotions will become standard, providing instant, personalised engagement with guests during check-in or when the need arises. This could potentially improve satisfaction levels.
An AI-driven system should prioritise guest consent, allowing guests to opt in or out of data collection and use. It should also clearly explain how data enhances their travel experience. For example, guests at a luxury hotel chain can choose to share their dining preferences for customised restaurant recommendations but also ensure their information is used solely for enhancing their visit, not shared with third parties without explicit consent. Robots might not be taking over the world of hospitality, but they’re certainly checking us in to our hotels. Will AI be rated as the best concierge we’ve ever had, or will guests still desire a human touch? This will be one of the most crucial questions to explore as AI reshapes the hospitality industry and guest
experience in the years to come. Source: The Conversation
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