In a fast-evolving industry like hospitality, staying ahead requires continuous reinvention, especially when it comes to offering guests the best experience at an efficient price point. Following a period of stagnation due to the pandemic, the hospitality industry is witnessing strong growth once again. With travelers increasingly blending business and leisure travel, the demand for frictionless travel experiences is soaring.
Hotel chains are leveraging cutting-edge technologies such as Cloud-based Property Management Systems (PMS), Data Analytics, Artificial Intelligence (AI), and Generative AI (GenAI) to introduce innovative services to elevate guest experience and operational efficiency.
AI Assistants and Personalized Experiences
AI assistants provide seamless communication with guests, handling tasks from simple answers to complex booking transactions.
Leading hotels and resorts chain, IHG group has significantly advanced in employing AI and GenAI to personalize guest interactions.
IHG has deployed GenAI-powered intuitive Digital Concierge chatbots and Voice assistants, which facilitate reservation conversations and manage customer care queries 24/7.
IHG's AI deployment has notably increased booking conversion rates and nearly doubled revenue in regions like Greater China, thanks to their enhanced WeChat and messaging capabilities.
Marriott's robust mobile app offers AI-driven chat support and service requests, making stays more convenient.
The implementation of AI within Marriott's app ensures guests receive personalized interactions and assistance, enhancing overall satisfaction.
Accor, another top hospitality group, is developing an intelligent conversational search engine that helps guests craft unique stays.
Accor's focus on AI-driven personalization aims to improve the quality of guest interactions, allowing hotel staff to dedicate more time to providing exceptional service.
- AI for Operational Optimization
Hotel chains are exploring how to optimize their complex operations with AI, going beyond chatbots.
IHG utilizes a new cloud-based revenue management system notably enhanced by sophisticated data science and forecasting tools.
These advancements at IHG provide actionable insights that aid hotel owners in optimizing operations to meet market demands more effectively.By leveraging AI and GenAI, Accor aims to modernize its technological platforms.
Accor's focus includes accelerating the migration to the Cloud, updating the Property Management System (PMS), and enhancing their data platform and central booking system (CBS).
These improvements at Accor are designed to boost functionality, flexibility, and agility, ultimately enhancing operational efficiency.
- Cloud Adoption
Moving to cloud from legacy on-premises Property Management Solutions has become imperative for riding the technology wave.
Cloud-based solutions enable hotel chains to roll out new capabilities rapidly and reduce employee training efforts significantly.Hilton stands out with its transition to a cloud-based hospitality engagement platform.
Hilton's strategic move facilitates the accelerated deployment of new technological solutions, from personalized in-room content to seamless guest interactions.
Marriott has also transitioned to embracing cloud technology extensively. Marriott's digital initiatives include contactless check-in and check-out services, Mobile Key access, and mobile dining options, all integrated seamlessly through their mobile app.
Accor's commitment to cloud adoption is evident in their ongoing technological platform modernization.Marriott's cloud-based approach ensures enhanced guest experiences and operational efficiency.
Accor's modernization efforts include not just migration but also significant updates targeting operational optimization and rapid response to market changes.
- Mobile and Other New Channels of Engagement
For many leading hotel chains, mobile apps have been an important channel for delivering great experiences, especially for frequent travelers.Mobile applications increase stickiness and customer loyalty.
It features contactless payments, digital room keys, and in-room television content tailored to individual preferences, leveraging AI to ensure a tailored and hassle-free stay from start to finish.The Hilton Honors mobile app is designed to provide a seamless, personalized guest experience.
Marriott's mobile app enhances guest convenience with features like contactless check-in and out, mobile key, and mobile dining options.
The app serves as a comprehensive tool for guests, streamlining various aspects of their stay and making interactions smoother and more efficient.There is an increasing trend of customers choosing to engage with their preferred messaging tool.
IHG has focused heavily on regional adaptations, particularly in Greater China, where updates to their WeChat channel have significantly increased booking conversions and revenue.
This trend is expected to get stronger with more messaging platforms like WhatsApp becoming the preferred channel of engagement for many customers. GenAI-based natural language understanding capabilities will play an important role in revolutionizing these new channels.
- The future
These examples of adoption of cutting-edge technologies by leading hotel chains indicate the directions where the future is leading. These industry leaders have invested significantly in paving these paths.
However, these are only the initial days for the AI revolution in the hospitality industry. There will be heightened focus on deploying AI across the board, bringing in huge gains and some new challenges as well.
- NearTekpod hospitality
NearTekPod specializes in Hospitality Tech, bringing together the best of breed technologies and domain expertise to create optimal outcomes.
Our Low Code AI Platform combined with Cloud PMS capabilities helps hotel chains and resorts enable seamless, innovative hospitality experiences for guests rapidly.
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