The Impact of AI on the Hotel Industry - 2 views
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AI – artificial intelligence – is everywhere these days. It’s baked into your smartphone, your desktop and laptop, your virtual assistant, your smartwatch
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The term “AI” doesn’t have to refer to an autonomous robot that handles the cleaning in your home. It can just as easily refer to the algorithm used to personalize the marketing emails you receive.
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An AI-powered phone system can intelligently route calls. Chatbots can answer basic questions online. AI-connected remote check-in systems can allow guests to check into their rooms remotely via a smartphone app and never need to stop at the front desk to begin with.
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Without AI, it would be impossible for your team to deliver the level and quality of service that you expect and your guests deserve.
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AI is enabling personalization on a much deeper level – one that affects the very core of the guest experience.
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Chances are good that you use a property management system (PMS), as well as a point of sale (POS) system. Both of these are powered by artificial intelligence, which is how they can help you manage bookings, sell add-ons, add them to guests’ bills, and more.
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Room rate optimization Dynamic room pricing based on occupancy Updating your rates across multiple channels and OTAs in real-time Comparing your performance and rating to other hotels in the surrounding area
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AI is vital to being able to maximize your revenue while automating mundane tasks and reducing the amount of human effort required (and the number of errors caused by humans, as well).
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Artificial intelligence embedded in the software you use every day, such as your PMS and POS, enables better efficiency, a deeper connection with your guests, and, ultimately, more success for your hotel.
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For instance, an AI chatbot added to your Facebook Messenger can answer guests’ questions and take basic information and add it to your database. That can then be used to personalize further interactions with the guest. You might make special offers that speak to their unique needs, such as child-friendly rooms, all-inclusive stays, or experiences that include a room at the hotel, but also tickets to events or shows in the surrounding area.
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to live up to today’s guest expectations, such as less human interaction and more automation (both of which are important for health and safety protocols).
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To put the information you have in hand to use on your hotel’s behalf, you must sort, organize, cleanse, parse, and then transform it into something usable by human beings.
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automating all these processes and ensuring that you’re able to surface key insights that speak directly to your ability to reach and engage with guests while staying abreast of current trends in the industry.
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Once, science-fiction predicted that we would eventually live in a world filled with robots that make our lives simpler and easier. That day has come, but the robots are largely invisible.
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You only need to look at the incredible number of tasks that front desk staff are expected to juggle to realize that, without artificial intelligence, the situation would be very different.
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In addition to juggling all of these tasks, employees are expected to be courteous, kind, to verify guest documents thoroughly, provide their undivided attention, and answer questions promptly. Since human beings are not actually able to multitask, how do you ensure that all of these things happen simultaneously and correctly? The answer is, with artificial intelligence.
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Personalization is an essential consideration today. Consumers expect the businesses they interact with to personalize all communications. That applies to everything from voice communications to email marketing, social media interactions, and more
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From business intelligence in the hospitality industry to automating front desk and back-office tasks, AI is here to stay.
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Hospitality employees are faced every day with multi tasking which can lead to human error. AI has many benefits in making the majority of these tasks automated. Hatboxes will take a guests information, and record it into the database which will allow the staff to make the stay more personalized with information at hand.
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AI exists in all functions of our modern lives. It has fundamentally allowed for more processes to happen, while exhausting less human labor. It has created more efficiency and accuracy in the hospitality industry.
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The article simply describes the ways in which AI is apart of our everyday lives and how it has not only impacted us as individuals but in the hospitality industry. Years ago, when we thought of AI we would think of big robots but now AI is as small as a chip in an iPhone, or as intangible as data on a software. AI has enabled a deeper level of personalization to guest experience as well as added close to maximum efficiency in the data and intelligence realm. It allows for multiple processes to be happening at the click of a button, lessening the potential exhaustion of our human resources in these businesses. In my opinion, AI has brought exponential convenience to our everyday lives and although sometimes intrusive, it makes life easier. Being able to rely on a piece of technology to remember certain patterns and trends is convenient and efficient.
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In this article, the author thoroughly discusses how artificial intelligence has severely impacted the hospitality industry. The author begins with a short description of what AI really is, stating "The term "AI" doesn't have to refer to an autonomous robot that handles the cleaning in your home. It can just as easily refer to the algorithm used to personalize the marketing emails you receive". They then go on to explain how AI can be and IS extremely helpful to the operations side of the hospitality industry. For example, when the front desk phone rings, AI can be implemented to intelligently reroute incoming calls to the correct department's line, alleviating some of the work off of the front desk staff who would've otherwise needed to stop what they're doing to answer the phone for something as simple as a transfer to a different department. Next is a section dedicated to how AI can personalize the guest experience. By collecting data on guests while they're using your website, you can show them offers and amenities at your hotel that are tailored to them. The example in the article states "You might make special offers that speak to their unique needs, such as child-friendly rooms, all-inclusive stays, or experiences that include a room at the hotel, but also tickets to events or shows in the surrounding area". All in all, AI is vital to the hospitality industry. It not only helps guests have the best experience they possibly can, but it also helps the staff with providing the best service they possibly can to the guests.