Image

An automated world: artificial intelligence in the hotel industry

Long ago were the days that we hand wrote guest arrival dates and details – even the excel sheet is slowly becoming obsolete for hoteliers.

It’s the year 2020…and how many films have you seen exploring the notion of automation?

We may not be driving hover cars, or own hologram computers (though they’re in the works) – but in the last 20 or so years, our world has transformed to what we could only refer to as a digital universe. Technology is all around us, and for the hotel industry this means great change.

This automation growth is exponential – and though humans created it, it’s taking on a mind of its own.

Its name? Artificial intelligence.

 

Artificial intelligence meaning: what is it?

Artificial intelligence (AI) refers to any type of automation that carries out tasks, otherwise traditionally done by humans. Its name ‘artificial intelligence’ is derived from the fact that these machines are becoming seemingly just as (or even more) intelligent than humans.

Artificial intelligence definition: AI refers to automated computer systems that mirror human intelligence – machines that undertake decision-making and problem-solving with a mind of their own.

AI, as machines, are considered to be digital thought-leaders.

Humans may have created machines, but machines now think for themselves. From advanced computer technology, to smartphones, to hotel software – our machines carry out cognitive tasks such as data processing, and even conversation.

AI is programmed in our phones, our software, our cars – everyday we optimise AI to make our daily tasks simpler. Sometimes, we even let them think for us.

20 years ago, computers and GPS were considered ‘smart machines’, today we literally have life-like ‘robots’. Now these robots may not be optimised by the average person, but other robots certainly are. ‘Siri’ on our iPhones and chatbots on our hotel software are common examples.

 

Artificial intelligence in hotels: how’s it relevant?

So how exactly is AI relevant to hoteliers?

For the hotel industry, AI is becoming increasingly more significant. In fact, AI automation is already optimised across a variety of hotel operations.

Day-to-day examples of artificial intelligence software in hotels:

  • Booking engines
  • Automated communications
  • Self check-ins
  • Hotel software systems

Essentially, AI is a cognitive tool that minimises human tasks, effectively transferring operations to machines. 

With hotel software for example, integration can act seamlessly across your accommodation business – simplifying the process, so that all your staff have to do is click a few buttons. The machine does the nitty-gritty work (like data processing for instance). 

The significance of AI in the hospitality industry, in a nutshell, is the advancement of automated tools that streamline business practices – freeing up time for staff to spend time on what’s important: taking care of customers.

PRENO TIP

We designed Preno to minimise administrative tasks for hoteliers, and maximise time spent on personalising the customer experience.

 

Where is artificial intelligence in the hotel industry going?

While today we optimise AI property management systems, and online chatbots – in our figurative tomorrow we will see life-like ‘robots’ in our hotels.

Some hotels across the world have already introduced AI robots as customer service providers, assisting hoteliers in checking-in guests, and providing guidance. Hoteliers are able to program a set of data, or ‘responses’, that AI robots can then draw on to engage in conversation with guests.

AI advancements are continuously being refined by experts, and with continuous invention, comes continuous change. 

Topical issues across the globe will cause further impact – and this is already happening with the impacts of coronavirus. Face-to-face business is becoming more and more limited, so the need to implement robotic AI assistants in hotels may someday become a necessity

 

The pros and cons of artificial intelligence in hotels

Like all advancements, there are both positive and negative perceptions of AI in the hospitality industry. While machine learning is significantly benchmarking the way hoteliers do business, it also embodies possibly unfavourable impacts.

Let’s compare…

How artificial intelligence enhances the hotel guest experience

In the most basic terms, AI simplifies. And when it comes to AI in the hospitality industry, both the staff and guest experience is enhanced.

Our world is shaped around digital technology – we spend hours looking at our smartphones and laptops (some of us even own drones). We take advice from automation, and we have no problem doing this, because it makes life simpler.

The bottom line is: automation is convenient.

Let’s take for example, the guest booking process: From the moment a guest searches ‘accommodation’ online – digital bots (aka AI) process everything.

Search engine crawlers assess the most relevant accommodation based on a guest’s search term, a guest finds your property (most likely on an OTA website), and all they have to do is click a ‘book now’ button.

Little do many guests know the integral AI technology that happens behind the scenes.

The site crawlers, the channel manager, the property management system. There is a whole world of digital bots helping guests book their hotel room – AI does all the work for them.

With AI, everything is simplified. So are you still wondering how artificial intelligence enhances the guest experience?

 

How AI might shape the hotel industry unfavourably for staff

While the benefits of AI are of abundance for hoteliers and guests alike, the future concerns are two-fold.

Today, artificial intelligence in hotels is slowly starting to see robots acting as concierge, or information portals for guests. But the concern is this: will the future see AI replace human jobs?

The two-fold future concern: if hoteliers one day replace front desk staff with AI, this will result in not only loss of jobs but also human interactions (the benchmark of customer service).

The further we develop AI, the further AI will develop a mind of its own. It is up to hoteliers to keep on top of AI trends (both positive and negative), and ensure to implement only those that will enhance the guest experience.

PRENO TIP

While automated chatbots and streamlined property management systems (like Preno) are immeasurably beneficial to the guest experience, human interaction still exceeds in importance. When innovating your hotel with AI technology, ensure to create a balance of the two.

 

The future of AI in hospitality: an impending robotic future

Artificial intelligence software will change the hotel industry forever

When you take a step back and think about where we were 20 years ago with automation, it is truly amazing to think about how we now have machines that almost match human intellect. 

AI is benchmarking the way we do business, and while the hotel industry may not be at the forefront, it is undeniably heading that way. 

 

Searching for the best hotel software for your business? 

Start your free trial, or talk with the Preno team.

Search Preno Blog

Explore our Topics

About the author

Preno's Content Marketer, Alix Dougherty, is educated in the Tourism field, so seeks to apply this knowledge to content that guides and inspires hoteliers. She is a passionate writer who enjoys creating content.

Subscribe to our newsletter

Other Blogs you may also like

Thumbnail

How To Sync Booking.com Calendar With Airbnb

If you are a hotelier, ensuring your guests have a seamless hotel experience must be one of your top priorities. To increase your revenue, you will have already considered listing your property on two of the premier travel websites- AirBnB and Booking.com. But what happens if two different guests book your property on the same […]

Thumbnail

How to be smart with your time when revenue is down

Recent global events have been a stark reminder of the volatility of our tourism industry. While we know sudden downturns can be a stressful and uncertain time, knowing how to make the best use of your time during quiet periods or low season can make all the difference in how well your accommodation business fares, […]

Thumbnail

How to use user generated content to drive your visual marketing

Visual marketing is an effective platform for accommodation providers. It’s not enough to just sell the value and benefits of your accommodation, these days you have to sell the guest experience. An easy way for accommodation providers to sell the guest experience is through visual marketing, particularly using customer-generated content. So what is customer-generated content? […]

Thumbnail

A day in the life of the Preno development team

Delivering & exceeding software development expectations For the Preno development team, their daily objective is to provide a software that is not only seamless and simple for hoteliers, but leading in the industry. They dedicate their time to learning the latest technology trends, listening to the customer voice, and implementing new and improved features. Whether […]

Thumbnail

Top 5 Online Travel Agencies (OTA) for Hoteliers in New Zealand

If you are a hotelier in New Zealand, you know it’s important to partner with the right online travel agencies, or OTA for short. An OTA can be a great way to increase your bookings and reach more customers. However, not all OTAs are created equal. Online Travel Agents are essential for hoteliers. Gone are […]

Thumbnail

Creative ways for upselling your guests

The biggest obstacle to upselling your guests is not their decision to take the upgrade, but your willingness to upsell them. True story. But the reality is that you should never fear upselling your guests. Upselling is not just good for you and your hotel, it actually improves your guests’ experience and increases their likelihood […]