Keeping A Head

AI in Hospitality: Elevating Personalisation

AI's core impact lies in its ability to personalise guest experiences, transforming service models across various hotel categories. Deloitte’s latest European Hospitality Industry Conference survey reveals that 52% of customers expect generative AI to be used for customer interactions, while 44% foresee its use in guest engagement. However, understanding and anticipating future consumer needs is crucial for effective front-end technology implementation. Misapplication of AI can damage brand reputation and guest satisfaction.

“The hospitality sector globally is indeed at the cusp of AI-driven transformation. Through enhanced personalisation, AI can help enrich guest experiences while preserving the human touch, thus redefining luxury hospitality.” – Puneet Chhatwal, M.D and CEO, The Indian Hotels Company Limited (IHCL)

In luxury hotels, AI should enhance, not replace, human interaction, enriching guest experiences while maintaining a personal touch. For example, receptionists can become 'experience officers', leveraging AI to automate routine check-in tasks, allowing them to focus on guest engagement and personalisation. Conversely, budget hotels will utilise AI for functional efficiency and essential guest services, placing less emphasis on personalisation.

Operational Transformation in Hospitality

Beyond enhancing guest personalisation, AI is set to revolutionize operational efficiency across all segments of the hospitality industry, extending its role to back-office operations.

The Future of Hospitality

Operational Transformation in Hospitality

The integration of AI in hospitality is poised to bring about significant transformation in both front-of-house interactions and back-office operations.

Operational Transformation in Hospitality

Beyond enhancing guest personalisation, AI is set to revolutionise operational efficiency across all segments of the hospitality industry, extending its role to back-office operations. Currently, AI significantly contributes to revenue management, using algorithms to refine pricing strategies and forecast demand. Hoteliers are now exploring AI's potential in investment analysis, helping evaluate property investments or renovations and thus promoting more strategic human resource utilisation.

Furthermore, integrating AI into operational metrics like property reviews and Net Promoter Scores offers deeper insights into guest satisfaction and performance, heralding a shift towards a data-driven, customer-focused industry approach.

While the use of AI is still in its infancy, it’s exciting to consider how it could fundamentally change hotels and the experience for guests. As with many industries, AI in hospitality is currently considered as a cost-saving tool, with technology standing in for people and performing basic tasks. But the direction of travel suggests AI will transform guest personalisation, enabling truly remarkable experiences. Intelligent technology - powered by data - will enable hoteliers to better predict their customer needs and should be seen as a tool to enhance human connection between hotel staff and their guests.

First Fully Automated Restaurant

CaliExpress by Flippy is the world’s first fully autonomous restaurant powered by artificial intelligence. This innovative venture is the result of a collaboration between Miso Robotics, Cali Group and PopID. At CaliExpress by Flippy customers will enjoy delicious meals prepared by Miso’s robotic cooks who can handle all cooking tasks quickly and precisely.

Connected Wash with Winterhalter

In 2017 when I was working at Winterhalter, we introduced Next Level Solutions to leading figures from the catering industry. The launch event introduced the two concepts of Connected Wash and Pay Per Wash. This allowed the user to monitor performance and prevent down time. If you were a regional manager you could manage your whole account base to lower costs and improve efficacy.

Amazon Go

In 2014 we worked on the early version on the Amazon Go store to help overcome the age restrictions on alcohol.

Amazon Go was futuristic and ahead of its time. It is a cashier-less, brick-and-mortar, grab-and-go convenience store that lets you enter, and buy items only by your smart phone.

First VR Experiential

Stella Artois created the ultimate Virtual Reality experience for tennis and beer fans as it invited audiences in London Waterloo to ‘Fly Like Rufus’ in an experiential campaign with JCDecaux. As a part of a wider experiential and DOOH campaign, the brand also invited members of the public to sample its new Stella Cidre range and distributed its famous chalices in a giveaway that offered one lucky winner two free Wimbledon tickets each day. . .

AI's transformative role in the hospitality industry

AI in Hospitality: Elevating Personalisation

Operational Transformation in Hospitality

Operational Transformation in Hospitality

Operational Transformation in Hospitality

The Future of Hospitality

Operational Transformation in Hospitality

Operational Transformation in Hospitality

Operational Transformation in Hospitality

First Fully Automated Restaurant

Connected Wash with Winterhalter

Amazon Go

First VR Experiential

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