World Panel
Viewpoint10 June 2019

Artificial Intelligence… Where could and should AI be adopted in our industry?

Information Technology

— 15 experts shared their view

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This viewpoint was created by
Henri Roelings, Founder & CEO at HospitalityNet
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HITEC Europe
Max Starkov
Adjunct Professor NYU Tisch Center for Hospitality and Hospitality & Online Travel Tech Consultant

It is not up to the industry to decide whether to embrace next-gen technologies, including AI, or not. The marketplace itself, severe labor shortage, cost efficiencies and the rising tide of digitally-obsessed travel consumers are demanding that our industry overcome its glaring technology deficiencies and imposing on our industry the rapid adoption of next-gen technologies.

Hoteliers need to embrace, learn about, and invest in the next-gen technologies that are already making their way into hospitality, including Artificial Intelligence (AI), Internet of Things (IoT ), Voice Assistants, Chat Bots, Robotics and Automation.

All of these technologies and applications have one thing in common: they are powered by AI and over the next 3-5 years we will witness wider adoption and implementation of the following:

  • Robotics and Automation: Labor-intensive hotel positions that involve repetitive or structured work such as housekeeping, customer service and call center reps, and F&B waiting staff will see wider adoption of robotics, automation, and other AI-powered devices in the years to come. Robots will replace jobs around the property, from front desk and housekeeping to kitchen staff.
  • Chatbots and self-service kiosks will solve high costs and labor shortage in customer service and many guest-facing positions;
  • AI-powered CMS, CRM and RMS will turn one-to-one marketing and one-to-one/dynamic pricing into established best practices;
  • database management (single-view customer data) and loyalty programs.
  • Voice Assistants/Voice Search: Integration of major hotel brand CRS with voice assistants like Amazon Alexa, Google Assistant and Apple Home Pod, customer service (voice assistants in hotel rooms).
  • Internet of Things (IoT): Customer service (concierge, hotel lobby, room service);hotel security, operations (power, A/C management, lighting, etc.)
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