AI, automation to boost hotel revenues by 10% - Report - 0 views
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technology hospitality hotel software business tech travel solution
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imontenegro on 06 Feb 19"A new report by Colliers International, has found that personalisation of Artificial Intelligence can increase hotel revenues by over 10 per cent and reduce costs by more than 15 per cent. The report which was conducted for Arabian Travel Market 2019, stated that hotel operators were expecting technology such as voice and facial recognition, virtual reality and biometrics to be mainstream by 2025. It added that further to this, about 73 per cent of manual activities in the hospitality industry had the technical potential for automation, with many global hotel operators including Marriott, Hilton, and Accor already investing in automating elements of their Human Resources." While automation is forecast to replace a large number of jobs, between 39 and 73 million in the United States alone, according to a study by McKinsey Global Institute, the report also stated that innovative technology would not be a purely negative disrupter. The report stated that looking to the future, the use of robots within the hospitality industry was becoming more commonplace with Colliers predicting the global sale of guest relation robots to reach 66,000 units by 2020. "Deployed to improve guests' overall experience in a hotel, these robots offer a range of uses from artificially intelligent chatbots designed to assist with the customer service process, through to robot concierge and butlers which have the ability to deliver luggage, handle check-in and check-outs and deliver meals 24/7 to guests efficiently," it said. It added that in 2015 the world's first robot-run hotel opened in Japan, saying that Henn-na Hotel featured a multi-lingual animatronic dinosaur at reception that helped with check-in and check-out as well as robot porters and a giant mechanical arm that stored luggage in individual drawers.
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imontenegro on 06 Feb 19"Curtis stated, "Hoteliers have been cautious of technology taking away the human touch from the guest service and experience. However, by giving guests the power to choose every part of their hotel experience, hoteliers can learn the right balance between staff interaction and AI-powered, automated customer service."
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imontenegro on 06 Feb 19SUMMARY: Hospitality is the business of selling experiences. AI innovations are evolving daily within the hospitality industry. Currently, there are innovations that offer guests the ability to express both satisfaction and grievance. The influence of these AI innovations and the usage of social listening tools are expected to become standard in a decade. An artificial intelligence robot may not smile but, it can recognize faces, remember names and most importantly remember guest preferences, characteristics and behaviors.