At first glance, AI and hospitality might not seem like the most natural fit. What makes hospitality unique is its human touch – the provision of experiences that are unique and special to the individual traveler. But AI doesn’t stop that. In fact, it can enhance it.
Personalizing Stays and Streamlining Operations
There are two ways in which AI enhances the guest experience: directly and indirectly. Its direct impact typically takes the form of hyper-personalization. This is where information about a guest’s preferences can be used to tailor their perfect stay.
Its indirect benefits work through the operational side. Smart AI can automate and streamline various processes, which frees up valuable staff time. This time can then be spent actively curating more remarkable experiences, rather than working through administrative, impersonal interactions like check-ins and taking payment details.
Some of today’s most forward-thinking hotels have already embraced this AI technology. These are some of the most popular uses.
AI and Personalization
Have you ever walked into a hotel and felt they already knew you? After what’s usually a long journey to get there, all you want is a smooth arrival experience and to feel like your wants and needs have been anticipated.
AI is the secret to that magical feeling. By analyzing guest data, AI can create personalized experiences that make guests feel like VIPs as soon as they walk through the door. When hotels invest in AI, you can tailor everything from room temperature and lighting to in-room dining options to match your guests’ preferences.
When a tired guest first walks into their room to find the thermostat adjusted to their ideal temperature, the lights dimmed to their preferred level, and their favorite music playing on the speakers, it’s an instant mood-booster.
AI can also take personalization a step further by predicting guests’ needs. This can be particularly powerful for returning guests. If you rely on your hotel staff to remember everything about a person, you leave room for human error. If an AI tool can see the guest’s previous history, they can tailor offers and experiences for their current stay. This could be the type of pillow they prefer, a copy of their favorite magazine left in the room, or a special offer on the gourmet burger they enjoyed last time.
6 Ways the Hospitality Industry Can Benefit from AI Technology
Here, we will explore six crucial ways in which the hospitality industry can benefit from implementing AI technology.
1. Chatbots and beyond
Chatbots are nothing new, but they are becoming more and more sophisticated. Even basic versions will help to deflect a huge percentage of queries from your reservation and front-of-house teams, freeing their time for better uses. Moreover, travel is an international industry. Chatbots allow you to communicate in multiple languages, ensuring your guests feel comfortable and catered for.
AI-driven chatbots are not only efficient but also cost-effective for hotels. They reduce the need for human staff to be available around the clock, making operations smoother and more cost-efficient.
But what about the cutting edge of AI? There is now software that uses the latest language models and processing tech to provide a live voice assistant chatbot. That’s right, it can have real-time conversations in the voice of your staff and help customers make reservations, take housekeeping requests, and answer FAQs. Chatbot, but with a more human touch.
2. Efficient Check-In and Check-Out
Long check-in and check-out lines can be a traveler’s worst nightmare. However, with AI, the process can be quick, painless, and stress-free. Many hotels now adopt self-check-in kiosks, powered by AI, allowing guests to bypass the front desk entirely. Guests simply enter their reservation details, and they can be issued a room key card in seconds. If the software is really smart, it will tailor the user journey based on factors like the guest’s nationality and whether they’re a repeat visitor.
This not only saves you time but also frees up hotel staff to focus on more complex guest needs, enhancing the overall experience. AI can make the check-out process equally convenient, allowing guests to settle their bills without a lengthy wait. No more rushed morning check-outs.
3. Safety and Security
Ensuring the safety and security of guests should be a top priority for hotels, yet stories about data breaches are not uncommon. AI can help. Many hotels utilize AI-powered security systems to monitor and respond to potential threats. AI cameras can detect unusual behavior, such as unauthorized access to restricted areas or suspicious activity in communal areas. This proactive approach to security ensures a safer environment for all guests.
AI can also help manage health and safety protocols. AI-powered temperature scanners, contactless check-ins, and automated cleaning robots are just a few examples of how the hospitality industry is adapting to new challenges with the help of AI.
4. Predictive Maintenance
Maintaining a comfortable and safe environment for guests is essential. AI comes to the rescue once again with predictive maintenance. This technology uses data from various sensors and devices to predict when equipment like HVAC systems or lighting might fail. By identifying potential issues before they become major problems, hotels can prevent guest disruptions and costly emergency repairs.
5. Cost Reduction
AI can significantly impact a hotel’s bottom line by reducing operational costs. We already covered how chatbots and other automation can help. Still, AI can also optimize energy consumption by adjusting lighting and climate control systems based on occupancy and time of day. This leads to substantial energy savings and a smaller carbon footprint, which is great news for your sustainability rating.
6. Enhanced Guest Engagement
This ties into the hyper-personalization, as already mentioned. AI-powered apps can provide information about local attractions, events, and dining options. Mews recently acquired Nomi, an AI-powered tour guide. Nomi provides tailored recommendations based on responses to a few simple questions, providing the guest with a memorable experience and the hotel with invaluable data about guest preferences.
The Future of Hospitality Is AI
Artificial intelligence is revolutionizing the hospitality industry in ways that were once the stuff of science fiction. It’s transforming the guest experience from reservation to check out and promises big benefits for hoteliers who use it wisely.
The power of AI lies in its ability to personalize, streamline operations, and reduce costs, all while enhancing guest engagement. And it isn’t going anywhere. Investing in AI, then, is not just a smart move; it’s an inevitable one.
Free Summer Data Snap Report: Compare Your Property vs. The Industry Average
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Click here to download the report “Summer Data Snap: Compare Your Property vs. The Industry Average“.
