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STAAH Blog

  • Home
  • MANAGEMENT
    • Why Every Hotel Needs a Channel Manager…

      Program Konsorsium Hotel: Bagaimana, Mengapa & Berapa…

      โปรแกรม Hotel Consortia: อย่างไร ทําไม และค่าใช้จ่ายเท่าไหร่?

      ตัวจัดการช่องทาง Channel Manager คืออะไร และทำไมผู้ให้บริการที่พักจึงจำเป็นต้องมี?

      The Top Traits of Exceptional Hospitality Professionals

  • Marketing
    • Smart Hotel Distribution: What Every Hotelier Needs…

      The Ultimate Guide to Turning Negative Reviews…

      6 Social Media Trends Hoteliers Must Leverage…

      ไอเดียโพสต์โซเชียลมีเดียที่กําลังมาแรงสําหรับโรงแรมในปี 2025

      Xu Hướng Nội Dung Mạng Xã Hội…

  • Tips & Trends
    • Smart Hotel Distribution: What Every Hotelier Needs…

      Maximizing Hotel Revenue: Advanced Channel Manager Strategies…

      The OTA Balancing Act: How a Channel…

      Tapping into Wellness Tourism: A Hotelier’s Guide

      Overcoming common challenges in channel management for…

  • News
    • Cloudbeds and STAAH partner to enhance channel…

      STAAH Achieves Prestigious Seamless Product Badge from…

      STAAH Product Updates You Can’t Miss –…

      Thoughtful Thursday – Reporting for Properties: Converting…

      Thoughtful Thursday – Matrix – Revenue Control…

  • Success Stories
    • The Komu Boosts Direct Revenue by 25%…

      Online Revenue Jumps 50% for Mangkuluhur Residences…

      23% more online bookings for Vivatel Kuala…

      STAAH boosts Indonesian resort’s direct bookings by…

      Nova Express Pattaya expands online visibility with…

  • Resources
    • All BLAAH BLAAH @STAAH Connectivity News e-Books Events Podcast Quiz Testimonials Webinars

      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      STAAH’s new eBook to guide hoteliers through…

      BLAAH BLAAH @STAAH with Captain Mihir Deepak…

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      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      EMPOWERING CHANNEL PARTNERS: THE POWER OF CONTENT…

      STAAH’s new eBook to guide hoteliers through…

      STAAH ReviewMinder Playbook

      STAAH GDS Playbook

      The Expert Guide to Drive More Direct…

      BLAAH BLAAH @STAAH with Suwamana Wahyu Putra…

      BLAAH BLAAH @STAAH With Matthias Dybing And…

      BLAAH BLAAH @STAAH with Vikramjit Singh and…

      BLAAH BLAAH @STAAH with Suhail Kannampilly and…

      STAAH Weekly Hospitality Quiz: 17 January

      STAAH Weekly Hospitality Quiz: 10 January

      STAAH Weekly Hospitality Quiz: 20 December

      STAAH Weekly Hospitality Quiz: 13 December

      The Domain Hotel and Spa, Bahrain

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      Merusaka Nusa Dua, Bali (Indonesia)

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An automated world: how hospitality is using AI to enhance guest experience

28 October 2020

AI-in-hospitality-industry-

With its ability to streamline processes, provide valuable insights, and optimize experiences, artificial intelligence (AI) is driving the new wave of responsive, guest-centric hospitality.


While some remain sceptical, most hoteliers have – knowingly or unknowingly – embraced artificial intelligence (AI) to improve the guest experience and optimize revenue.

What is artificial intelligence?

Artificial intelligence, or AI, involves computer systems that perform tasks that require what we would refer to as “intelligence,” or some form of thinking.

The concept has existed since the 1950s, but it is only in recent times that the technology has reached a point where it is considered reliable enough to be deployed into business processes. The data gained via this technology is utilized across a range of functions (even in the hospitality industry) ranging from basic customer service to personalization and sales.

Common uses of Artificial Intelligence (AI) in hospitality

Chatbots and messaging

artificial intelligence AI to enhance guest experience hotel industry min

This is perhaps the most common application of AI in hospitality. This customer-facing technology is extremely effective when it comes to responding to simple questions or requests via direct messaging and online chat services added to a hotel’s website, telephony, and social media platforms. This simple, but the smart application has ensured your customer service is available 24/7 to respond to guests and convert opportunities into bookings.

A grander application of this aspect of AI is real robots that can talk to guests. Hilton and IBM created Connie for the hospitality group. This two-foot robot has been trained to provide information about local attractions and learns as it answers.

While the wider application of robots isn’t on the near horizon, it has the potential to replace a number of repetitive human tasks in a hotel, bringing inefficiencies.

Personalization

An automated world: how your hotel is using AI to enhance guest experience

You can track the activities of your guests and prospective guests through their online activities. Combine this with surveys and information you collect through other sources, run it through a single data system that is enabled via AI and you will be provided with the ability to offer them unique, personalized experiences.

In addition, to offer guests a personalized experience, you can use this information to push special deals and local offers – all adding up to a better guest experience and increased revenue opportunities.

As you learn more about your guests, you can adjust a room experience to your guests’ preferences, be it temperature, music, food, and more. Such tailored experiences tell your guests you care about them and increase loyalty.

You can use upselling platforms to seamlessly drive more revenue and upsell efficiently to their guests with tailored needs.

Hotels are combining this with smart devices to control lighting, TV, and other features in the room.

Big learning with data

An automated world: how your hotel is using AI to enhance guest experience

Another way in which AI is being utilized within the hotel industry away from pure customer service is in data analysis. In this capacity, the technology can be used to quickly sort through large amounts of data and draw important conclusions about customers, or potential customers.

For example, a hotel might use data to predict lulls in bookings and offer special rates to counteract them. They could also gather data on the food that guests order so that they know what to keep on the menu and what to pull off. They could use AI to predict what menu items might be popular based on previous visitor favourites.

Conclusion

The potential for AI to improve customer service is unlimited. What we see now is a fraction of what this technology is capable of. From the front desk, room service, valet service, cleaning, and maintenance to power management, there is no area where AI cannot be used.

It is also not something that is only for the “big guys”. The beauty of AI is it is adaptable for all hotels to adopt – if not in its entirety, in some form or the other.


Where are you with the adoption of AI? Tell us about your aspirations or ask us questions via marketing@staah.com.

An automated world: how hospitality is using AI to enhance guest experience was last modified: October 26th, 2022 by staah

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