Maestro PMS Unveils Hotel Technology Roadmap Featuring AI Chatbots, Booking Engine and Embedded Payments

This post was written by Kenon Thompson on July 1, 2024

The Hotels Network Introduces KITT: The First AI Voice Guest Service Agent for Hotels

Cloudbeds services include AI tools like automatic translation, advertising content generation, and AI-generated drafts of responses to customer reviews, he said. The leaders of three hotel tech companies — competitors Cloudbeds, Mews, and Stayntouch — all shared their takes on how generative AI is getting some undeserved attention. Read on to discover the concrete ways AI is shaping the future of hospitality—starting now. In this article, we’ll dive into 10 key examples backed by hard data, illustrating how AI is driving real-world success in the hospitality industry.

The Trip Boutique and Turneo highlight how startups are also at the forefront of this AI revolution, offering hyper-personalized travel experiences and digitalizing hotel services to enhance guest engagement and satisfaction. Generative AI is revolutionizing the travel and hospitality sectors by offering innovative solutions that enhance guest experiences and streamline operations. From customer service to personalized marketing to operational efficiency, this technology is transforming multiple facets of the industry. A. Artificial intelligence in the hospitality industry refers to the use of artificial intelligence technologies to enhance the guest experience and improve operational efficiencies within the hospitality sector. A 2023 global survey of hotel chains indicates that artificial intelligence is expected to lead innovation in the industry over the next two years.

Artificial Intelligence Companies in the Hotel Industry

They trust new software will give insight into

the environmental and social impact of travel and provide visibility on key sustainability

indicators so consumers can make informed choices. Additionally, new AI capabilities are

providing an opportunity for hoteliers to construct personalized offers that will help enhance the guest experience and increase revenue. AI is paving the way to uncharted territories of innovation for both hotels and airlines.

That can even include recommendations based on factors such as the time of the day and the weather. The future of hospitality is not about fighting for the same guests as everyone else. It’s about creating new values, new experiences, and new possibilities—powered by AI. AI is breaking down silos in the travel booking process by enabling seamless integration across multiple channels. Travelers can now use voice assistants, chatbots, and mobile apps interchangeably without losing context.

The information provided in the download document is drafted for hotel executives and technology leaders involved in hotel AI solutions. Next, Sabre plans to open use of the tool to hoteliers, which the company hopes would allow them to self-serve when they have product questions if that’s what they prefer. It was designed to answer hotel operators’ questions about any of Sabre’s products without them having to pick up the phone. The generative AI essentially has access to all of the training materials for Sabre’s hotel software products. The user asks the chatbot a question in everyday language, and then the chatbot draws upon the training materials to provide an answer. Generative AI is still young, but some travel companies are encouraging workers to experiment as they determine how the tech will be used in the future.

Redefining Guest Experience Through Personalization

This is why Google Cloud has become an integral part of many hotel AI implementations. The hospitality industry, like many others, stands at the threshold of a significant transformation. Artificial Intelligence (AI) is no longer a futuristic concept; it’s becoming a reality that hotels must embrace to stay competitive. By tying employee compensation directly to AI advancement, hotels could unleash a tidal wave of grassroots innovation, rapidly outpacing competitors while creating a workforce of empowered, tech-savvy hospitality futurists.

• You can delve into complex business questions with confidence, receiving answers that are not only relevant but also contextually aligned with your hotel’s unique circumstances.
• A recent Forrester Consulting study commissioned by Salesforce sheds light on the growing importance of AI in CRM across industries.
• By adjusting room rates automatically based on demand and other factors, hotels can maximize their revenue per available room (RevPAR) with unprecedented precision.
• The promises are enticing AI will automate every mundane task, personalize guest interactions down to their favorite pillow type, and boost revenue with a few clicks.
• At the same time, it’s freeing hotel staff to spend more of their time on the little details that delight customers and make them smile.

IHG is designing the tool using the Google Cloud platform for building AI software, called Vertex AI. “You should expect a lot more in the travel space, which is why it’s important to get moving,” Tharp said. If so, we invite you to review our editorial guidelines and submit your press release for publishing consideration.

Mobile apps can offer convenience, but they should be designed to facilitate, not replace, human interaction. However, it is easy for businesses in these sectors to overestimate generative AI’s capabilities and use it in roles for which it may be less than ideal. It will be up to travel and hospitality firms to evaluate the strengths and weaknesses of generative AI carefully to ensure the technology is deployed where it can provide the greatest benefit. It also takes time for hotels to develop an AI strategy, research and vet AI solutions, and analyze the impact on the labor force. They must also address concerns about data security, privacy, and the responsible use of AI before implementing tools and onboarding employees.

This technology is poised to bring innovation to hospitality and all other industries and is waiting for no one. Today’s chatbots can already provide guests with a hotel’s Wi-Fi password, confirm opening hours for hotel services, and request reminders or wake-up calls. They use predictive analytics and past interactions to make educated decisions about responding to new conversations. The guest’s experience with your brand starts long before they check into your hotel. AI can deliver a more personalized booking service by analyzing customer data, suggesting specific hotels, or recommending add-ons that match their preferences. AI-powered predictive analytics tools are becoming essential in helping travelers make informed decisions.

From flight recommendations to hotel bookings and local experiences, AI algorithms analyze a traveler’s preferences, past behaviors, and even social media activity to suggest the most relevant options. Hotel companies are examining how generative AI will impact their industry, with expectations of significant changes in the next five years. Tech giants like Apple and Google could leverage AI to offer highly personalized travel recommendations, posing a threat to traditional online travel agencies. The shift towards AI-driven personalization may alter how hotels acquire customers, emphasizing the need for investment in AI technologies. One of the most significant benefits of AI in hospitality is its ability to create personalized guest experiences.

Senior Hospitality Editor Sean O’Neill examines how the company is looking to evolve. However, hotels in the United Arab Emirates saw their revenue per available room jump 30% from 2019 levels during the first half of this year. The global hotel industry has seen some markets thrive this year while some others have struggled, reports Senior Hospitality Editor Sean O’Neill. Today’s podcast looks at the ups and downs of the global hotel industry’s year, Priceline’s new AI integration, and Klook’s plans for the next ten years. A case study of a popular beach resort showed that AI-driven inventory management helped increase their occupancy rate by 8% during off-peak seasons, translating to a significant boost in annual revenue.

The outputs would be too generic and unreliable, and the risks of misinforming guests too high. The Hotels Network (THN) provides hotels with technology to help boost direct sales by personalizing the experience for their website users. Less technical staff or novices to data can access the solution, enter a search via the chatbot, and then apply their findings across sales, marketing, operations, and distribution strategies. With future advancements, the tool could complete tasks for the customer instead of just sharing information, he said. Some hotels have asked about the possibility of licensing the product as a guest-facing tool, though he did not say if there are plans for that.

The hospitality industry is already using some AI personalization techniques, but some are more innovative and are only starting to be explored. Hotel chains are quietly planning to shift their distribution strategies, aiming to bypass traditional intermediaries and boost direct bookings from corporate travel buyers. Some hoteliers worry that they’ll have to pay fees to middlemen to make certain types of interactions with travelers work. From established online travel agencies to the latest travel startups, we have the latest news on everything in online travel.

It is one of the most vital use cases of AI in hospitality that also adds a layer of proactive monitoring that can help prevent incidents before they escalate, thereby maintaining a safe and secure environment. AI-driven solutions allow hotels to predict guest preferences, personalize communications, and manage in-house services more effectively, all of which contribute to a superior guest experience and increased operational productivity. Investing in AI for PMS is not just about keeping up with technology trends; it’s about redefining the guest experience. Hotels that successfully integrate AI into their PMS can offer a seamless blend of efficiency and personalization. This doesn’t mean sacrificing the human touch but enhancing it with the precision and power of AI.

Overall, it’s great to see that

technology is a priority for the hospitality industry. The main goals across

hotel brands and properties are to enhance revenue, drive efficiency and create

the personalized, end-to-end experiences that modern guests expect. Hospitality

providers can see huge potential for a more engaging customer experience as

well as significant growth if they effectively prioritize their technology

investment strategies now. Yet we must not forget that these technological

innovations should be paired with the human connections that are at the core of

hospitality to unlock elevated service levels and make travel better.

For instance, Hilton’s introduction of Connie, an AI-driven concierge, marks a significant shift in guest services. Connie assists guests with a range of inquiries, from hotel amenities to local dining options, streamlining the guest experience from the moment they step into the lobby. The chatbot is designed to be user-friendly, enabling even those with limited technical expertise to utilise the tool effectively. It can be used across various hotel operations, including sales, marketing, and distribution strategies, to apply the insights gained from the data. For instance, facial recognition technology can expedite check-ins, but it should be complemented by staff who are trained to provide a warm welcome.

However, before we hail AI as the savior of hospitality, let’s not forget the human element. Hotels are more than just places to stay; they’re places where guests receive full hospitality experiences, crafted by people. The charm of a warm welcome at the front desk, the thoughtful gestures of housekeeping, and the attentive service at the restaurant – these are the touches that create lasting memories for guests. A human-centric PMS design prioritizes these interactions, supporting staff in delivering exceptional service rather than replacing them with algorithms. A recent survey found that 52% of hospitality customers believe generative AI will be employed for customer interactions.

This assessment should be led with transparency and collaboration, using the principles of Blue Ocean Strategy’s Fair Process. When hotel leaders engage their teams in this assessment, inviting open dialogue and honest feedback, the buy-in for AI integration becomes far stronger. Your employees aren’t just bystanders in this process—they are active participants shaping the future of the business. AI systems in chatbot for hotel hospitality often rely on large amounts of customer data, raising questions about how this information is stored and used. Lastly, there’s the issue of cost and implementation – integrating AI into existing hospitality systems can be expensive and may require significant changes to infrastructure and processes. It is very much here and now, with many common examples of AI already changing our daily lives.

By optimizing energy consumption in smart rooms, AI also drives sustainability—a growing demand among eco-conscious travelers. This not only reduces operational costs but also strengthens a hotel’s brand as a leader in sustainability, opening up new markets and increasing customer loyalty (DataArt). The brand takes pride in its considerate and attentive approach to meeting guests’ wishes and needs, focusing on every detail to ensure a truly exceptional stay. Whether it is tourists, business travellers, weekenders, or conference attendees, Leonardo Hotels warmly welcomes guests seeking to make the most of their experience. Many AI systems rely heavily on the scalability, flexibility, and computing power that the cloud provides.

Upon arrival, a guest might appreciate an automated check-in, but they’ll also value a friendly concierge who can offer local insights and recommendations. During their stay, AI can ensure that room preferences are met, while staff can attend to unique requests with a personal touch. You can foun additiona information about ai customer service and artificial intelligence and NLP. One year from now we expect to be using generative AI for … something that has not been imagined yet.

This example highlights the ethical application of AI in balancing operational efficiency with guest satisfaction and environmental responsibility. They will be the ones that thoughtfully integrate AI with human creativity and empathy, creating a dynamic where technology enhances the very best of what humans can offer. These questions aren’t just philosophical—they’re central to the future of the industry. The hospitality sector must navigate this new landscape thoughtfully, ensuring that AI supports, rather than undermines, the human elements that make this industry special.

Here, we will dive into detailed examples from around the globe, showcasing how leading hospitality businesses are effectively using AI to enhance guest services and streamline their operations. These real-world examples will demonstrate AI’s practical benefits in improving the overall business efficiency from behind the scenes. By witnessing AI in action in their operations, you can better understand its transformative potential and how it’s becoming an essential tool in modernizing your industry. This simplifies the booking experience and also optimizes occupancy rates and revenue by dynamically adjusting offers and promotions in real-time to fill rooms more efficiently. In addition to this, AI-driven analytics can predict peak booking times to help hotels prepare for high-demand periods, ensuring a smooth operation and enhancing guest satisfaction. AI in predictive maintenance can help in forecasting potential issues before they occur by analyzing data from hotel equipment and infrastructure.

Adaptation will help hotels of all sizes offer every aspect of a digital guest journey and the benefits of task automation. When AI is filtered through the PMS, it supports hotels’ return to the core elements ChatGPT App of hospitality, but only if owners and operators plan to accommodate it in advance. The hotel PMS is an ideal destination for the specific, granular insights gathered by AI and pattern recognition tools.

AI implementation represents a significant investment, both financially and operationally. But the rewards far outweigh the costs, especially as hotels transition from the AI Implementation stage to the AI Day-to-Day Operations stage. Hotels should work closely with their AI providers to ensure that the technology remains cutting-edge and continues to deliver value. As AI takes on more routine tasks, the human element in hospitality becomes even more critical. The goal is to use AI to enhance, not replace, the personal connections that define exceptional service.

AI is transforming industries at a speed that none of us have experienced before, reshaping the way we live, work, and interact. This rapid pace is exactly why AI represents such a revolutionary paradigm shift, one that hotels cannot afford to wait for. A recent study shows these requests account for guests’ most commonly asked questions, making them a frequent source of repetition among hotel workers. The future of hospitality is here, and it’s more human – and more revolutionary – than we ever imagined.

This omnichannel approach enhances the convenience of booking and encourages more spontaneous travel decisions. It’s not just about surviving but thriving in an uncontested market space, where AI becomes the catalyst for innovation and growth. Let’s explore how AI will reshape the landscape in ways that are as exciting as necessary. In the context of AI, Blue Ocean Strategies provides a powerful framework for hotels to differentiate themselves in a crowded market. The Blue Ocean Strategy involves creating a new, uncontested market space that makes the competition irrelevant.

There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. Participants from across Sabre’s six main offices worldwide select teams of around five people, and they’ve given free reign to develop and pitch a product within one of three categories. One of those teams developed an idea for a customer-service chatbot, and the pitch to Sabre executives went smoothly. Oracle Hospitality draws creativity from a few different avenues when looking to develop new features for its hotel tech, Calin said. Oracle Hospitality has transferred thousands of hotels to its new tech system, and there are thousands more in the pipeline. The expectation that it will provide quick fixes and instant ROI can lead to disappointment if not tempered with realistic goals and timelines.

This radical model doesn’t just adapt to the AI revolution – it puts employees in the driver’s seat, steering the very course of technological evolution in the industry. Imagine a hotel where every employee is not just a worker, but an AI innovator and stakeholder in the company’s technological future. In this bold new paradigm, hotels could implement an “AI Idea Market” where staff at all levels can propose, develop, and implement AI solutions. Today’s travelers ChatGPT are increasingly eco-conscious, and hotels that fail to meet their expectations will be left behind. AI can play a pivotal role in advancing sustainability efforts, from reducing energy consumption to minimizing waste through predictive analytics. The index includes companies publicly traded across global markets, including international and regional hotel brands, hotel REITs, hotel management companies, alternative accommodations, and timeshares.

As hotels amass and collect an ever-growing volume of data, traditional data management, BI and analytics methods fall short. AI is poised to revolutionize the entire lifecycle of data and analytics within the hospitality industry. With AI, you move beyond merely understanding past events and their causes; you can analyze drivers, predict future trends, and derive actionable strategies to enhance guest experiences and boost operational efficiency. In today’s fast-paced world, AI has emerged as a game-changer for hotels, optimizing everything from guest services to operations while amplifying the most critical element of hospitality—the human touch. Whether it’s enhancing customer service through chatbots, refining pricing strategies with dynamic algorithms, or delivering unforgettable personalized experiences with AI-driven concierge services, the benefits are undeniable. Automation can create seamless guest experiences (e.g., automated check-ins and smart room controls), while Augmentation ensures that human staff can focus on high-value interactions.

This can lead to significant cost savings and a smoother operation that consistently meets guests’ needs. IHG has integrated “IHG Assistant,” an AI chatbot that helps the hotel chain manage customer interactions and bookings efficiently. Available 24/7, this tool quickly responds to guest inquiries and streamlines the booking process, ensuring a smooth and hassle-free customer experience. By automating routine interactions, IHG Assistant allows human staff to focus on providing more personalized service where it counts. AI-based concierge apps or software have the power to transform guest service by providing instant, accurate information and personalized recommendations. These AI systems learn from each interaction, continuously improving to offer guests dining options, local attractions, and customized hotel services.

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