Hilton APAC on AI and enhancing the guest experience

Hiring differently and deploying new tech tools are necessary at a time when Hilton is ramping up its expansion in the Asia Pacific region

While AI can replace some tasks, it primarily augments the work of hotel staff. Hilton has simplified check-in processes with a cloud-based property engagement platform, allowing staff to spend more time interacting with customers.

Key takeaways

The company is increasingly using AI in training sessions, call centers, and for automating repetitive tasks such as answering repetitive customer and team member questions;

The company is also investing in its Hilton Honors program and app innovations to enhance customer engagement, allowing users to choose their room, check-in, and use digital keys to access their room;

Despite the rise of generative AI in itinerary planning, Hilton believes there will always be a place for human concierges in certain hotels, such as Waldorf Astoria or Conrad, where the hospitality experience is about people serving people.

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