AI’s practical applications in hotel operations are driving a guest-centric approach, creating experiences that guests will remember and return for.
AI Chatbots
Natural language processing (NLP) allows AI chatbots to handle guest enquiries, manage bookings, and deliver real-time support efficiently. Guests are embracing the convenience—70% of guests prefer interacting with AI chatbots over hotel staff for simple queries. The top three reasons they prefer them? Retrieving the Wi-Fi password, scheduling wake-up calls, and checking facility operating hours.
The future of hotel service lies in a hybrid model that leverages both chatbots for efficiency and human interaction to provide a personalised service. Advanced AI chatbots handle routine tasks, while hotel staff focus on creating memorable, high-touch experiences.
Predictive Analysis for Reservations and Sales
AI’s unparalleled ability to analyse and interpret vast amounts of data gives hotels a competitive edge. By leveraging predictive analytics, which combines historical data, statistical algorithms and machine learning, hotels can forecast demand with remarkable accuracy. Key patterns like peak booking periods, seasonal trends, and the impact of local events, offer hotels invaluable insights for strategic decision-making.
With these insights, hotels can dynamically adjust pricing to optimise both occupancy and revenue. For example, if AI predicts a surge in demand due to a major event, a hotel can increase rates to maximise revenue. On the other hand, during slower periods, the system might recommend discounts, special offers or targeted promotions to fill rooms and minimise vacancies.
Voice-Activated Technology
As voice technology becomes more common in homes through popular devices like Amazon’s Alexa or Google Home, its adoption in hotel rooms is evolving from a novelty to an essential amenity. Voice-activated systems, such as Alexa for hospitality, are fast becoming a must-have in modern hotels.
Guests can control lighting, adjust room temperature, or request information about hotel services and local attractions—all with simple voice commands. While these devices particularly appeal to tech-savvy travellers, their broad utility enhances convenience for everyone—adding an extra layer of comfort and ease to their stay.
Personalised Recommendations
AI thrives on data, and can transform information such as guest preferences and behaviour patterns, into bespoke experiences. Imagine arriving at a hotel to find your room already tailored to your tastes: the ideal temperature, your preferred lighting, and your favourite playlist queued. Smart room technology, powered by AI, learns from past stays to make this possible.
Beyond the room, AI-driven systems can also suggest local attractions, dining options and activities that align with a guest’s unique interests—from a reservation at a Michelin-starred restaurant, to a curated historical tour.
Hoteliers are catching on. An Oracle survey of 600 hoteliers revealed that nearly half plan to use AI and analytics within the next three years to better understand their guests. Their goal? To offer more personalised marketing (51.5%) and customer service (48.3%) before and during their stay. For hotels, the benefits are clear: more satisfied guests, increased loyalty, and revenue growth through strategic upselling opportunities.
Language Translation Assistance
Global tourism is at an all-time high, presenting a wealth of opportunities for the hotel industry, as well as challenges. While this surge expands the potential guest pool, it also introduces complex communication hurdles for hotels.
AI-powered translation tools bridge language gaps, making it easier for international travellers to interact with hotel staff, access information, and enjoy their stay. From the point of booking confirmations to addressing routine queries, such as requests for nearby tourist attractions, and resolving guest issues promptly, this technology eliminates barriers and facilitates seamless communication for all guests.
