August 8th, 2024
Have you dreamed of ordering room service via the internet? Or wished that you didn’t have to constantly remind the waiter that you’re allergic to peanuts? The future is here, folks, hotels are employing artificial intelligence to improve service. This advancement is a productive step towards improving hospitality services while increasing satisfaction and return rates.
In a nutshell, artificial intelligence in hotels means that hotels are working smarter, not harder. Using AI helps hotel staff to “get acquainted with a guest, learn their habits and automatically offer suitable premium services for them” (Forbes). This is called machine learning, and it’s an incredible advancement in the hospitality industry! For more information on what one of the leading AI programs does, you can watch the Forbes 80-second pitch video for ModiHost.
The keyword in this whole artificial intelligence shebang is intelligence. Using AI creates an opportunity for hospitality teams to keep track of their customers. Each customer’s preferences and suggestions on how they can best meet each customer’s needs. With voice-activated digital assistance, you’ll be making less phone calls to the front desk and more quickly getting the answers you need. These AI programs keep track of everything from your past purchases to your itinerary and your preferred payment methods. Some digital assistants can even change the room temperature and lighting for you! Keep in mind that this is just the beginning of hotel AI services. There’s so much more to be discovered.
Predictive AI programs allow hospitality teams to customize your experience as a guest. It uses information collected by AI to remember dietary restrictions, allergies, previous room service orders, bookings, concierge requests and even the timing of your meals and other needs! Maruti Techlabs highlights one story of the Hilton Worldwide Hotel and its new AI-based concierge Connie: “Connie is considered the first ever AI-enabled robot with two-feet of height. Performing just like a human concierge, Connie can assist hotel guests at [the] front desk standing on its bipedal support. Connie has the following attributes for offering exquisite customer service:
Gives real-time recommendations for visit-worthy sites and attractions
Learns from frequent customer interactions to refine its responses
Provides excellent care and support as a robotic concierge” (Maruti Techlabs).
This might seem like overkill to those of us accustomed to mainstream service. Who doesn’t like a platform that “can offer snacks if a person is watching a movie”? It seems insignificant, but it’s nice to be relieved of constantly reminding the waiter or room service attendant that you’re vegan or that you take your coffee with exactly two-and-a-half pumps of vanilla syrup. The idea behind AI-assisted service is that of “exhaustive care,” as discussed by Maruti Techlabs. Whether a customer needs “GPS capabilities, amusement, travel guides, promotional offers” or return travel booking services, artificial intelligence does its absolute robot-best to make sure your needs are met (Maruti Techlabs). AI also makes numerous yet small habits easier to track and accommodate. It lightens the load of service teams, and creates a unique and personalized hotel experience for guests.
The use of robots in the hotel industry helps raise customer satisfaction. It keeps people returning due to the personalized service offered by AI. If after implementing smart technology such as this, a hotel decides to go back on that decision, it’s likely that they’re not putting the customer at the forefront of their priorities. Using AI in hotels is the newfound version of having a doorman. It takes small details, and makes a big deal out of them. It improves your overall experience of the hotel team’s hospitality. Without AI, hotel service crews simply function based on their best guess of a customer’s ideal service experience. In short, AI is the new concierge. It’s ready to memorize your coffee order and wake-up time to get you that piping hot latte right as you head out the door.
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