Encouraging Adoption of Artificial Intelligence in the Hospitality Sector by Planday
Artificial intelligence (AI) is transforming the hospitality industry, offering numerous benefits such as improved operations, personalised guest experiences, and increased staff satisfaction. During London Tech Week (June 9-13), industry professionals are convening to discuss the future of hospitality and the role of AI in it.
Will Meadows, VP of Experience Design at Planday, outlines three key ways AI will likely be used: streamlining operations, personalising guest experiences, and boosting staff satisfaction.
### Improving Operations
One of the most significant advantages of AI is its ability to automate various tasks, reducing human error and streamlining workflow. For instance, AI front-desk agents can handle early check-ins, late checkouts, and room changes automatically, cross-referencing loyalty status for upgrades and coordinating spa bookings or maintenance requests.
Moreover, AI can help managers forecast inventory needs, optimise bookings, and reduce costs, resulting in smoother operations and better resource use. For example, dynamic pricing models analyse real-time data to adjust room rates, maximising revenue and ensuring pricing competitiveness.
### Personalising Guest Experiences
AI tools can also enhance guest experiences by providing personalised recommendations for dining, local attractions, and hotel services. Smart concierge services, such as AI-powered chatbots, learn from guest interactions to offer tailored suggestions, while AI-powered guest loyalty programs tailor rewards and promotions based on individual preferences.
Contactless and efficient check-ins via facial recognition or mobile synchronisation eliminate delays and improve the arrival experience. AI chatbots on booking sites guide guests through reservations and answer policy questions, making the booking process more engaging and personalised.
### Boosting Staff Satisfaction
AI can also liberate staff from repetitive tasks, allowing them to focus on complex or personalised guest interactions. By automating routine inquiries, bookings, and maintenance requests, AI tools improve communication and response times. Real-time task management converts guest requests or complaints into structured, prioritised tasks delivered to staff mobile apps.
AI can also take over time-consuming admin like scheduling and payroll, allowing employees to focus on the human side of hospitality. Meadows advises mapping the guest journey to identify where automation can free up staff to focus on exceptional service.
Despite the benefits, a survey by Planday found that only 36% of UK shift workers find the tools they currently use very useful. This highlights the need for hospitality businesses to invest in high-performance tech to improve guest experiences, increase operational efficiency, and raise staff satisfaction.
Planday, a workforce management platform, is urging hospitality operators to embrace AI, emphasising the importance of understanding the AI options available to keep up with competitors and prepare for the future of the sector. Meadows encourages investment in team education, promoting an open dialogue about how AI can support people, rather than replace them.
A large proportion of hospitality managers feel uncertain about compliance with legal working regulations. Planday's recent research, conducted as part of its Manager's Toolkit campaign, aims to address this concern by highlighting AI's potential to simplify compliance management.
In conclusion, AI tools in hospitality create a more agile operation, deliver highly personalised guest experiences, and improve employee workflows and job satisfaction by handling routine and predictive tasks efficiently. This integration supports higher guest loyalty, better operational efficiency, and sustainable business growth. Will Meadows emphasises that AI is not intended to replace people, but to make their jobs easier and more efficient. He suggests starting small with AI adoption, using tools like ChatGPT or Claude for marketing support, event planning, or guest communications.
AI tools can help streamline operations by automating tasks, such as handling early check-ins, late checkouts, and room changes, improving inventory forecasting, optimizing bookings, and implementing dynamic pricing models.
AI can also personalize guest experiences by offering tailored recommendations for dining, local attractions, and hotel services, as well as facilitating contactless and efficient check-ins via facial recognition or mobile synchronization. Additionally, AI can boost staff satisfaction by automating routine tasks, allowing employees to focus on complex or personalized guest interactions and handling compliance management, freeing up time for team education and growth in the hospitality sector.
