Why is Artificial Intelligence so important in hotels?

Artificial intelligence is about technology that brings solutions to society in general. The term stands for the performance of intelligent behaviours by computers or machines. In essence we can say it is about computers, robots or machines performing tasks that traditionally require cognitive function to carry out. It is associated to automation and big data.

So, allow me to start by saying, it is a world of opportunities for our hotel industry!. We live in a world where consumers are flooded with information and options. Hotels must find new ways to get and build customer loyalty. Traveller expectations are higher now including great personalization at every step of their travel. There is not doubt today; guests want to experience the same self-service alternatives at hotels than at the rest of aspects of their lives. So, artificial intelligence is here for us to improve constantly client´s experience at hotels.

Artificial Intelligence is also about big data. It is about finding out all about consumers and use comprehensive data management systems and procedures to meet the customer dreams.

I firmly believe it is the time for robots, learning machines and chatbots. All of them are ways of replicate human behaviour. In hotels for instance we are using robots on the welcoming at the main door or at the reception. And hotels can also use them as concierge services. This is the example of Hilton Hotels, creating “Connie”. It is a robot providing touristic information to customers who interact with it. It happened last year. Connie is able to interact, learn from humans and adapt to individual requests and needs. Meaning, more it speaks to humans, better it will perform its job. This is the first time a hotel is experimenting with robots.

There are already other self-service hospitality solutions such as reservations, check-in, checkout and payment processes. Something else I can`t wait to see dissappearing are hotel keys. As already Marriott Mobile App allows guests to access their room skipping hotel front desk protocol. There are hotels that allow guests to programmed and personalised everything at their hotel room. Meaning, temperature, music, lights, colours, wake up calls or cleaning timing. Furthermore there are hotels with voice command technology integrated. The smart-voice tool becomes also a personal assistant offering services.

Artificial Intelligence will allow hotels to implement better processes, anticipating needs, problem solving and knowing the traveller pattern to choose. Hotels should have by now a connected system that is acquiring, processing and analysing guest data. Turning it into predictive and actionable insights to create a better guests experience. Hotels should map the entire guest journey. Meaning the personalisation we all hoteliers are looking to extend to every customer during every single stay.

I have no doubts the hospitality industry has gone throughout changes over the past decade. Integrating new technologies and initiatives that slowly re-shape the customer experience. I believe this is somehow dictated by the profile of digital travellers. And the entry of new business models such as alternative accommodation models (Airbnb, house trips, etc.…) which are changing the consumer perception of traditional hospitality. But it is time now to take on board technology that other industries had already integrated and create a better hotel experience.

We are in a customer centric industry. So, knowing that AI is enabling hotels to do incredible things. I am wondering how hoteliers will approach AI and be finally disruptive in business instead of being evolutionary?

I firmly believe it is the time for robots, learning machines and chatbots. All of them are ways of replicate human behaviour. In hotels for instance we are using robots on the welcoming at the main door or at the reception. And hotels can also use them as concierge services. This is the example of Hilton Hotels, creating “Connie”. It is a robot providing touristic information to customers who interact with it. It happened last year. Connie is able to interact, learn from humans and adapt to individual requests and needs. Meaning, more it speaks to humans, better it will perform its job. This is the first time a hotel is experimenting with robots.

There are already other self-service hospitality solutions such as reservations, check-in, checkout and payment processes. Something else I can`t wait to see dissappearing are hotel keys. As already Marriott Mobile App allows guests to access their room skipping hotel front desk protocol. There are hotels that allow guests to programmed and personalised everything at their hotel room. Meaning, temperature, music, lights, colours, wake up calls or cleaning timing. Furthermore there are hotels with voice command technology integrated. The smart-voice tool becomes also a personal assistant offering services.

Artificial Intelligence will allow hotels to implement better processes, anticipating needs, problem solving and knowing the traveller pattern to chose. Hotels should have by now a connected system that is acquiring, processing and analysing guest data. Turning it into predictive and actionable insights to create a better guests experience. Hotels should map the entire guest journey. Meaning the personalisation we all hoteliers are looking to extend to every customer during every single stay.

I have no doubts the hospitality industry has gone throughout changes over the past decade. Integrating new technologies and initiatives that slowly re-shape the customer experience. I believe this is somehow dictated by the profile of digital travellers. And the entry of new business models such as alternative accommodation models (Airbnb, house trips, etc.…) which are changing the consumer perception of traditional hospitality. But it is time now to take on board technology that other industries had already integrated and create a better hotel experience.

We are in a customer centric industry. So, knowing that AI is enabling hotels to do incredible things. I am wondering how hoteliers will approach AI and be finally disruptive in business instead of being evolutionary?

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