Bangkok: Friday 08 November 2024

In 2024, AI is redefining hospitality, helping hotels provide hyper-personalized experiences that build loyalty and increase guest satisfaction. Did you know that over 70% of travellers now expect brands to offer a personalized experience? (Source: McKinsey).

Hotels like the Radisson Blu Edwardian in London are using predictive analytics to anticipate guest needs before check-in, from room temperature preferences to suggested dining spots, enhancing the guest experience at every touchpoint. By tracking past guest behaviours and preferences, AI-driven tools help staff create a customized stay, leading to increased repeat visits and loyalty program enrolment.

Another example: chatbots and virtual concierges, such as Hilton’s “Connie,” powered by IBM Watson, offer 24/7 assistance to guests, from making spa appointments to suggesting local activities. These AI tools not only improve guest engagement but also reduce operational costs by handling high-frequency questions without front desk intervention.

Moreover, AI-based room personalization is revolutionizing the in-room experience. The Marriott, for instance, uses smart room technology to let guests control lighting, temperature, and entertainment systems based on their past preferences. This leads to enhanced comfort and is a differentiator for loyalty customers who value familiarity during their stay.

Further, smart room technology used by brands like Marriott enables guests to adjust settings such as lighting, temperature, and entertainment, all tailored to their preferences. This level of room personalization not only enhances comfort but fosters guest loyalty through familiarity.

Hotels implementing AI tools can see a revenue increase of 8-10% on average, making this shift toward AI-driven GROs not just trendy, but a financially strategic move​. Embracing AI is not only about modernizing services but also about enhancing guest satisfaction, streamlining operations, and investing in long-term loyalty.

Author: Nazmus Shaine Sakib

Sources:

www.usatoday.com/story/travel/roadwarriorvoices/2016/03/09/introducing-connie-hiltons-new-robot-concierge/81525924/

www.cvent.com/en/blog/hospitality/artificial-intelligence-for-hotels

https://insights.shijigroup.com/an-exceptional-guest-experience-yields-exceptional-results-for-edwardian-hotels/

https://hospitalitytech.com/rethinking-ai-hospitality-enhancing-operations-customer-experience

#AIinHospitality #GuestExperience #HospitalityInnovation #HotelTechnology #PersonalizedService #AMBS