Artificial Intelligence (AI) is revolutionising the hospitality industry, reshaping how businesses operate, engage with customers, and optimise performance. From personalised guest experiences to operational efficiency, AI is becoming an indispensable tool for hoteliers worldwide. Industry leaders share their insights on the topic with TravelTalk.
Some of the key impacts of Artificial Intelligence (AI) in the hospitality include enhanced guest experience where AI-powered tools, such as chatbots and virtual assistants, provide 24/7 support, answer inquiries instantly, and offer personalised recommendations. These solutions enable seamless communication, improving customer satisfaction and loyalty. Operational efficiency is another aspect with AI streamlining repetitive tasks like check-ins, room allocation, and housekeeping schedules. Machine learning algorithms analyze data to predict maintenance needs, reducing downtime and operational costs. AI transforms revenue management by analysing vast amounts of market data, historical trends, and external factors to optimize pricing strategies. This ensures competitive pricing and maximises profitability.
AI also enables hyper-personalized experiences by analyzing guest preferences and behavior. Hotels can offer tailored services, such as customized room settings, dining options, and exclusive offers, enhancing the overall guest journey. Ralph Melis, COO, ExploreTECH, said, “Our focus is on develop ng platform functionality. We are launching an advanced conversational AI tool and introducing a tech stack builder tailored for hotels. Later this year, we will also enhance the RFP and RFI tools on the platform. Beyond technology, we are planning events in collaboration with vendor partners at ATM and Future Hospitality, among others.”
“Operational efficiency is another aspect industry? with AI streamlining repetitive tasks like check-ins, room allocation, and housekeeping schedules”
Michael J Goldrich, Founder and Chief Advisor, Viviander Advisors, said, “In 2025, we expect a significant adoption of technology in hospitality. Many teams didn’t budget for AI and related technologies in 2024 due to their late emergence, but this year, they are prepared. Hotels will increasingly leverage AI to boost productivity, enabling highly segmented, personalized messaging that drives revenue.” Leo Berrit, Vice President Sales, FLYR Hospitality, said, “Our focus for 2025 is expanding AI-driven solutions for hotels. AI-driven analytics and machine learning are helping hotels extract deeper insights from data, saving time and improving focus on high-impact revenue dates.” Brian Hicks, President and CEO, HSMAI Global, said, “Our 2025 strategy emphasises education, content creation, and certifications across sales, revenue, and marketing.
