October 5, 2021

How Are Hotels Using Artificial Intelligence?

By Jeremy Pate
How Are Hotels Using Artificial Intelligence TWS Transworld

Have you dreamed of ordering room service via the internet, or wishing 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.

What is artificial intelligence in hotels?

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 been 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.

How can AI and robots be used in the hotel industry?

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, and there’s so much more to be discovered.

How are hotels using artificial intelligence?

Predictive AI programs allow hospitality teams to customize your experience as a guest, using 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 deemed as 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 that are accustomed to mainstream service, but who doesn’t like a platform that “can offer snacks if a person is watching a movie?” It might seem 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, lightening the load of service teams and creating a unique and personalized hotel experience for guests.

Why are hotels using robots?

The hospitality industry took a major hit at the height of the COVID-19 pandemic. Profits dropped to almost zero, but building and equipment maintenance remained necessary and costly. To counter this, hotels increased the use of robots in assisting their service teams to help them cut costs. As hotels recover from COVID-19, the use of AI may remain at this new peak in an attempt to keep costs lower, increase profit and improve service.

Additionally, the use of robots in the hotel industry helps raise customer satisfaction and keep  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, improving 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, and 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.