How AI is automating the entire hotel guest journey

AI-driven systems are designed to manage guest communication throughout the stay, ensuring that guests receive timely and effective service despite the staffing challenges

Jan 23, 2024

The integration of virtual assistants in hotels is a reflection of the broader adoption of AI in various sectors. In hospitality, these systems are not only addressing current staffing shortages but are also shaping a new standard for guest services. As technology evolves, virtual assistants are expected to handle increasingly complex tasks, further enhancing the guest experience.

Key takeaways

  • AI-driven assistants can facilitate automated guest communication. For instance, before guests arrive, virtual assistants initiate contact, sending out welcome messages and providing information on the upcoming stay;
  • They handle routine tasks such as processing booking changes, addressing common pre-arrival questions and automatically sends information to a PMS without any necessary manual action. This automated communication prepares guests for their stay and helps manage expectations;
  • During the stay, virtual assistants are available to assist with a variety of services. They can process room service orders, schedule spa appointments and manage restaurant bookings.

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