Smart Hospitality: Leveraging Technological Advances to enhance Customer Satisfaction

Abstract

The advancement of technology has enhanced the evolvement of hospitality industry coupled with the wide acceptance and application of Artificial Intelligence and related technologies like Internet of Things (IoT) and Blockchain technologies.  This constant evolvement of this industry is driven by continuous and improved customer’s expectation for more personalized, effective and secure services that can be achieved through the integration of technological advancement to achieve a transformed traditional hospitality approach. Artificial Intelligence offers a versatile and advance solutions and opportunities to provide improved and more effective customers experience. This study explored various application areas of Artificial Intelligence (AI), smart and advanced technologies in hospitality management showcasing the improvement, transformation, security and modification these technologies can bring to hospitality industry. Some of the application areas explored in this study are development of chatboot and virtual assistant to enhance customers’ accessibility to different services, development of different predictive models to enhance management’s decision making and understands customers’ reviews and sentiment analysis, other applications like predictive maintenance of equipment failure through analysis of sensors’ data for improved service delivery among others were explored. This study shows that, there are a lot of advancement that hospitality industry can enjoy from to simplify and secure service delivery in hospitality industry which would in turn lead to revenue growth, and the challenges facing its adoption can be solved