Creating a memorable and satisfying guest experience is crucial for fostering customer loyalty in the hospitality industry. Fortunately, hoteliers today have access to a range of innovative tools to help them achieve this goal. Among these tools, artificial intelligence (AI) stands out as a powerful technology that is increasingly being utilized by multiple hotel brands to personalize and enhance guest experiences.
Brands in the hospitality industry use virtual assistants and AI-powered chatbots to interact with customers in real-time. AI in the hotel industry enables businesses to make well-informed decisions that help streamline operations and maximize productivity. It allows businesses to better understand customer needs and desires so hoteliers can provide premium and personalized guest experiences.
If well-leveraged, AI can help you boost your sales, revenues, and profit margins. Read on to discover how hotel brands like Hilton Hotels & Resorts use AI and why adopting this technology in the hospitality industry is important.
How Hotel Brands Utilize AI
Utilizing AI in the hotel industry significantly impacts how brands operate and deliver services to their guests. This technology enables hotel brands to automate repetitive tasks like bookings, allowing their staff to focus on personalizing services to guests and building strong relationships with them.
Hotel brands also leverage AI to gain predictive insights and analytics that help analyze data and predict market trends and customer behavior. This allows businesses to deliver more personalized and targeted experiences to each guest based on their demographics, preferences, and past behaviors.
With AI, hotel owners can increase energy efficiency, minimize operational and administrative costs, and provide guests with a comfortable space. AI helps improves customer experience, increase bookings, and generate more revenues and profits.
Examples of Top Hotel Brands Using AI In The Hotel Industry
Hilton Hotels & Resorts
This famous and major hotel brand utilizes check-in systems integrated with AI technologies such as facial recognition to streamline the check-in process for guests. Instead of waiting in line, guests can use the Hilton app and their faces to check in.
In addition to these check-in systems, Hilton recently launched its AI-powered robot, Connie. Connie can respond to guests’ questions about the hotel as well as recommend local attractions and restaurants. It can even assist guests in making restaurant reservations.
Marriott leverages AI technology like machine learning to collect, analyze, and predict customer demands, behaviors, and preferences. By doing so, they can personalize guest experiences and provide tailored services and recommendations.
Marriott also uses AI-powered Chatbots. These AI virtual assistants have the ability to answer basic guests questions and recommendations through platforms such as Slack and Facebook Messenger. These tools use AI to track and analyze guests’ feedback, bookings, and reviews to improve customer service and operate more efficiently.
Choice Hotels International
Just like Marriott, Choice Hotels also utilizes Chatbots to offer 24/7 customer service. With the use of chatbots, Choice can respond to several requests simultaneously resulting in a decrease in guests’ wait times.
Choice’s AI-powered chatbots also automates processes like reservations and cancellations. This helps save time and effort, allowing your guests to tap into the luxury and comfort your hotel offers while giving your staff time to focus on key operations. Choice Hotels also uses AI to:
- Identify customer preferences
- Send personalized offers and discount codes
- Optimize pricing
- Improve revenue management
Hyatt Hotels leverages AI technology to analyze and forecast guest behaviors, feedbacks, bookings, and room preferences such as room temperatures and lighting.This allows them to provide personalized guest experiences and create a comfortable environment for customers.
Hyatt Hotels offers a customer loyalty program called World of Hyatt. This program is designed to reward guests for their loyalty with benefits such as room upgrades, free nights, and exclusive experiences.
There are three tiers – Discoverist, Explorist, and Globalist. Members can earn points by staying at Hyatt hotels or participating in various other activities such as dining at participating restaurants or booking with Hyatt’s travel partners.
Wyndham Hotels & Resorts
Wyndham Hotels and Resorts has integrated AI technology into its mobile app to offer guests a personalized and seamless experience. The app uses AI to recommend nearby attractions and restaurants based on guests behavior and preferences.
Wyndham was the first global hotel brand to integrate a revenue management system into its revenue collection processes. The system uses AI to analyze competition, room demand, and pricing data. This allows them to optimize room occupancy, adjust real-time prices based on demand, and maximize revenues.
Importance of Using AI in the Hotel Indsutry
The use of AI in the hotel industry is becoming increasingly important due to its many benefits. With this new technology streamlines hotel operations, increases efficiency, and reduces administrative costs, by allowing hoteliers to automate repetitive tasks, such as room booking, check-in, and check-out. According to an article published by PUNCHNG Newspaper, AI can also reduce hotel operating costs by around 15% and increase revenues by 10%.
Utilizing an AI-powered revenue management system streamlines and maximizes your income generation and management. The technology makes it easier for you to understand your guests’ needs and preferences better. This lets you provide your guests with efficient, quality, personalized experiences.
With AI-powered tools, your hotel marketers can collect and analyze large volumes of data about guest preferences, demographics, and past behavior. They can leverage predictive analytics to forecast market trends and guest behavior. With such insights, creating more effective marketing campaigns or strategies and making data-driven decisions becomes easier.
Start Leveraging AI To Your Advantage Today
If well implemented, AI-powered systems can help hotels boost revenue, lower costs, deliver exceptional services to guests, gain a competitive edge, and scale up.
At NewGen Advisory, we are a team of experts specializing in hotel management and lodging assets. We commit ourselves to help hoteliers and investors like you buy and sell lucrative hospitality properties. Our experts work with you to help you grow loyal guests and maximize your revenue and profit rates. Contact us today to learn more about integrating the best AI for your hotel and scaling your business.