The Artificial Intelligence in the Hospitality Industry

A Case Study of the Sky Hotel, Johannesburg - South Africa and The Henn NA Hotel - Japan

Abstract

Artificial intelligence (AI) refers to the performance of seemingly intelligent tasks that mimic human cognitive functions. AI can be categorized into machine learning, natural language processing, and robotics, all of which can have applications in the hospitality industry. The hospitality industry faces unique challenges in meeting the ever-increasing expectations of modern guests. With the rise of online booking platforms, social media, and review sites, guests have become more discerning and demanding. However, the advent of Artificial Intelligence (AI) marks the dawn of a new era, offering promising solutions with the potential to tackle these challenges head-on. By harnessing the power of AI, hoteliers can revolutionize the guest experience, deliver highly personalized experiences, streamline operations for maximum efficiency, elevate customer service through intelligent chat bots and virtual assistants, and fortify security measures to an unprecedented degree. This work therefore seeks to assess the use of AI in the Hospitality Industry by examining Hotel Sky in Johannesburg South Africa, and the Henn na Hotel in Japan, respectively. The specific objectives of the study comprise; AI use in the Hospitality industry; benefits of AI and, potential hindrances in the use of AI in the industry. As AI continues to evolve, its potential to transform the hospitality industry is limitless. Hotel industry professionals need to understand the latest trends in artificial intelligence because it can significantly impact the way the industry operates and provides service to guests. Hoteliers who understand how to leverage AI tools to become more efficient and effective will become more valuable than ever. The study findings seek to create awareness as well as challenge various players in the Hospitality industry to integrate AI into its operations for effectiveness and efficiency.