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AI and hospitality

Artificial Intelligence (AI) is a broad field of computer science that aims to create systems capable of performing tasks that would typically require human intelligence. AI is based on data, experiences, human feedback (loops) and build around the logics of algorithms. The tasks AI can performs include learning, reasoning, problem-solving, perception, and language understanding.
Basically, AI can be categorized into two main types:

Narrow AI

This is AI that is designed to perform a specific task or a set of tasks. It operates under a limited pre-defined range or context. Most AI in use today, including those in the hospitality industry, is Narrow AI. This can be

  • on the operations site of the hotel. This include chatbots for customer service, recommendation systems for personalized experiences, learning staff how to clean effectively, or predictive analytics for occupancy rates, inventory management.
  • on the industry side, so in the field of business-to-business. So controlling and predicting all linked to procurement e.g.
  • aiming at consumers, or used by consumers. A wide range of varieties in which specific tools help consumers to book, so select, to complain, what ever. There is an AI for almost everything, check There's and AI for that.

General AI

This is the concept of a machine with general intelligence that can understand, learn, and apply its intelligence to solve any problem.

The most famous AI tools are based on LLM, large language models. So, in fact famous tools like ChatGPT are good at understanding, frasig and communicating. Add-ons, or apps based on this, should provide content, like Kayak, Expedia, Booking, check Chatgpt-plugins.
ChatGPT is 'just' a brand, a famous alternative is Bard (by Google). And, by itself, ChatGPT is a LLM. There is other generic AI tools based on

  • images, like Midjourney
  • music, Orb or Amper
  • video, like CapCut

Check a populair list at Technopedia


For hotel managers, AI can be particularly useful in several very practical ways:
- Enhancing Customer Experience: AI can power chatbots and virtual assistants to provide instant customer service, handle reservations, and answer queries. This improves efficiency and customer satisfaction.
- Personalization: AI algorithms can analyze customer data to offer personalized recommendations or services, enhancing the guest experience.
- Operational Efficiency: AI can optimize various hotel operations such as energy management, inventory control, and maintenance scheduling.
- Data Analysis and Decision Making: AI can process large volumes of data to provide insights that help in strategic planning and decision-making.
- Marketing and Revenue Management: AI can assist in dynamic pricing, targeted marketing, and understanding market trends.
- Distribution and communication are already strongly affected.

However, it's also important to balance the use of AI with human touch, especially in an industry that is deeply rooted in personal interactions and experiences. On the other hand, AI is not something just popping up, it is the logical follow up on upgraded software, working with databases. It bring new dilemma's on ethics and legislation, concerns on privacy and data-handling. But, it also new opportunities for hotel to stand out, effective of efficient.

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