the hotel industry, is it viable?
Instructor: Maggie Bricker
Artificial intelligence refers to
“machines that respond to stimulation consistent with traditional responses
from humans, given the human capacity for contemplation, judgment and intention.
Automation is the future of every service based
business. So, it is important to study the role of AI and its technological
implications in the hotel industry. Research in this field will help developing
an insight and figure out the ways for the effective and productive functioning
of the industry.
Need of AI
Applications of AI in the
Impacts on Human Job Market
Artificial Intelligence and computers are now
present in almost every industry, helping to
enhance service and efficiency. In some cases,
machines really can do it better. Data mining,
providing irrefutable customer service.
of AI in the Industry
the most important guest facing role is the front desk. This is the first
interaction that the guest with the hotel. So the idea of automating this viral
part of the experience might seem questionable.
In Japan, there is a new hotel called Henn-na that
uses robots to check people in and escort guests to their rooms.
The robotic receptionist speaks Japanese or English,
depending on the preferences of the guest. It can set up the
reservations for people, take them to their rooms, and
adjust the accommodation’s temperature. Within the room,
guests can use voice commands to alter the lighting
and ask questions regarding the time or weather.
This approach has both its pros and cons.
On one hand machines are more capable and efficient at
doing repetitive tasks, but the job requires someone with other qualities
beyond efficiency. The value of being welcomed on arrival with a smiling face
can’t be replicated.
service looks like a prime candidate for implementation of AI. The job relies
on efficiency, planning and attention to detail, all the qualities that
computers excel at.
service robots like Relay are being tested in a select number of US hotels to
take deliveries to guest rooms. After the order is revived from a guest, the
hotel staff loads items onto the robot, while navigating the grounds using
wifi, with cameras and sensors onboard. Guest can retrieve items at the door.
hotels or resorts, a concierge assists guests by performing various tasks such
as making restaurant reservations, booking hotels, arranging for spa services,
recommending night life hot spots, booking transportation (like taxi,
limousines, airplanes, boats, etc.), coordinating porter service (luggage
assistance request), procuring tickets to special events, and assisting with
various travel arrangements and tours of local attractions. Concierges also
assist with sending and receiving parcels.
role has the potential to be replaced by robots. The Hilton Maclean hotel in
Virginia uses an AI powered named Connie, who acts as a robotic concierge.
Guests can get recommendations for places to visit, restaurants or local pubs.
this technology sees some major improvements in the future, then it might
replace its human counterpart.
In the restaurant industry, firms are using technology
to remove humans from parts of food delivery. Some places,
for example, are using tablets that allow customers to
order directly from the kitchen with no requirement of talking
to a waiter or waitress. Others enable people to pay
directly, obviating the need for cashiers. Still others tell chefs
how much of an ingredient to add to a dish, which cuts
down on food expenses.
3: Effects of AI on the hotel job market:
The effects of AI on the current job market will definitely
have some drastic effects. Certain jobs like housekeeping and maintenance could
be automated easily, decreasing staff cost and improve guest experience.
Other tasks such as concierge and the front desk may involve
some kind of merging with their human counterparts. Some tasks may be shared between
humans and machines depending on the task at hand.
In conclusion, artificial Intelligence in the hotel
industry definitely has its placed but, ultimately, one can never replace the human
touch by a machine. And because of that Hotel industry will be on of Partial