EXPLORING THE IMPACT OF ARTIFICIAL INTELLIGENCE INTEGRATION ON GUEST EXPERIENCE IN THE HOTEL INDUSTRY

Abstract

This study examines AI's role in enhancing guest satisfaction and efficiency in the hotel industry. Employing a mixedmethods approach, it analyzes guest feedback and interviews staff at AI-integrated hotels. The findings aim to identify key AI applications that boost satisfaction and efficiency, and outline challenges and best practices for AI implementation. This research offers a holistic view of AI's influence on hospitality, enriching understanding and guiding industry practices. As the hotel industry continues to evolve, the integration of artificial intelligence (AI) technologies has become increasingly prevalent, aiming to enhance guest experience. This research investigates the impact of AI integration on guest experience enhancement within the hotel industry. The purpose of this study is to comprehensively explore how AI technologies influence various aspects of guest satisfaction in hotels. A mixed-methods approach is employed, combining quantitative analysis of guest feedback data with qualitative methods by interviewing the guests staying in the hotel. Data is collected from a diverse range of hotels that have implemented AI technologies, allowing for a nuanced understanding of the impacts across their establishments. This research is expected to provide valuable insights into the multifaceted effects of AI integration in the hotel industry. Specifically, it aims to identify the specific AI applications that most significantly contribute to guest satisfaction levels. Additionally, the study seeks to uncover potential challenges and limitations associated with AI implementation, as well as best practices for successful integration. This topic lies in its comprehensive examination of AI's impact on both guest experience within the hotel industry. While previous research has explored AI's role in hospitality, few studies have undertaken such a holistic analysis, considering its implications for guests. By addressing this gap, this research contributes to a deeper understanding of the transformative effects of AI in the hotel sector, providing practical insights for industry practitioners and stakeholders.

Keywords

• artificial intelligence
• guest experience
• hospitality technology
• hotel industry