What is AI in the hospitality industry?
AI in the hospitality industry means using artificial intelligence to improve various aspects of running a hotel and serving your guests. This includes automating routine tasks, personalising guest experiences, adjusting pricing strategies, and making your overall operations more efficient.
By using AI, you can simplify your processes and significantly boost both revenue and guest satisfaction.
This blog will provide a full guide to AI in the hospitality industry for your hotel.
Table of contents
How AI is shaping the hospitality industry
AI is transforming key aspects of hospitality by enabling hyper-personalisation, streamlining operations, and optimising revenue strategies. Here are some major areas where AI is making an impact:
- Personalising guest interactions: AI analyses guest data to tailor recommendations, anticipate preferences, and provide a seamless, customised stay. Many hotels use AI-driven virtual concierges and chatbots to enhance guest engagement.
- Streamlining operations: AI automates routine tasks like check-ins, housekeeping schedules, and room service requests, freeing up staff to focus on guest-centric services.
- Optimising pricing strategies: AI dynamically adjusts room rates based on demand, market conditions, and competitor pricing, ensuring maximum revenue potential.
- Enhancing marketing campaigns: AI-driven analytics create targeted advertising and personalised marketing efforts that drive direct bookings.
- Boosting revenue management: AI analyses vast datasets to guide pricing and promotional strategies, ensuring hotels maximise profitability.
- Managing big data: AI simplifies complex data analysis, offering valuable insights into guest preferences and behaviour to improve strategic decision-making.
Maximise efficiency and revenue with SiteMinder Boost your hotel's revenue and guest satisfaction with SiteMinder's smart tools. Optimise pricing, integrate with third-party providers, and personalise guest experiences effortlessly.
Artificial intelligence in hotels examples
Being such a broadly useful tool, artificial intelligence is used in lots of different ways in the hospitality industry. This includes guest communication, revenue management, reservation management, personalisation, dynamic pricing adjustment, and many more.
Here are just a few of our favourite hospitality AI enablers:
Visito
Visito offers an AI-powered operating system designed to streamline guest communication in the hospitality industry. It integrates with platforms like WhatsApp, Instagram, and Messenger to automate over 97% of guest messages, reducing support costs by up to 90%.
The system helps increase direct bookings by displaying room pricing and availability directly within these apps and sending smart follow-ups. Visito uses advanced AI technologies, including OpenAI ChatGPT and Google Gemini, to enhance guest experiences and boost positive reviews.
Aiosell
Aiosell offers a fully automated revenue management system designed to help hotels set and maintain optimal room rates. Using artificial intelligence, it dynamically adjusts prices based on supply, demand, and competition, operating 24/7 to maximise profits.
Aiosell integrates with various hotel softwares – including SiteMinder! – to provide a comprehensive solution that includes property management, channel management, booking engines, reviews management, and more.
EasyWay
EasyWay offers a comprehensive AI-driven platform for the hospitality industry. It focuses on enhancing guest communication through generative AI agents that manage reservations, provide personalised guest interactions, and streamline hotel operations.
Key features include AI Concierge, AI Reservation Manager, and AI Receptionist, which handle tasks like check-ins, reservations, and guest inquiries in over 100 languages, ensuring 24/7 support and zero errors. EasyWay helps improve efficiency and guest satisfaction.
Myma.ai
Myma.ai is an AI-powered platform made to enhance guest experiences and streamline operations in the hospitality industry. It has features across the entire guest journey, from enquiry and booking to post-stay interactions.
The platform also integrates with various communication channels (like websites, social media, and messaging apps) and uses AI to provide personalized services, automate responses, and offer insights.
Connie the Concierge
Connie is employed by Hilton and can give guests a range of tips on what attractions, restaurants, or activities to investigate. She learns from every interaction so is constantly improving the knowledge and service she can impart.
Ivy the Direct Messenger
Ivy is a program used by many major hotel brands that basically automates all guest interaction. Designed specifically for the hospitality industry, Ivy handles around 90% of real-time requests, effectively becoming the main point of contact throughout the hotel stay. Any question she can’t answer, she can immediately refer to the relevant department.
Advantages of hotel artificial intelligence
Many hotels are using AI to improve their overall performance, but is it the right technology for your hotel? Here are 10 ways that artificial intelligence could help you boost your hotel’s growth:
1. Increase hotel revenue
AI helps you implement dynamic pricing strategies that adjust room rates based on real-time demand and market conditions. This ensures you get the most revenue per available room by selling at the best prices. AI-powered marketing tools also help create personalised ads, leading to more direct bookings and increased overall revenue.
2. Drive operational efficiency
By automating repetitive and time-consuming tasks, AI allows your staff to focus on more strategic and guest-centric activities. AI-powered systems can manage inventory, handle bookings, and even predict maintenance needs, ensuring smooth and efficient operations. This not only reduces costs but also improves guest experience by providing quicker and more accurate services.
3. Enhance guest experience
AI enables you to offer highly personalised experiences to your guests. By analysing guest data, AI can predict preferences and tailor services accordingly. This might include personalised room settings, customised recommendations for dining and activities, and timely service delivery. Such personalised attention can significantly improve guest satisfaction, loyalty, and repeat business.
4. Improve check-in process
The potential for AI to improve the service aspect of hospitality is unlimited. If an AI can instantly sync with your mobile phone or use facial recognition there’s no need for formal identification or check-in. With a mobile room key as well, travellers will have no need to delay between entering the hotel and settling into their rooms.
5. Manage room service
No need to call or wait for someone to accept your order, AI will allow a guest to communicate instantly. The food or beverages could even be delivered automatically by AI bots. AI systems will be extremely efficient in sticking to schedules and maintaining standards when it comes to cleaning and preparing for the arrival of guests.
6. Save on power
Smart technology will raise the bottom line of hotels by sensing what lights and appliances are being used and turning off those that aren’t to save power.
7. AI-powered guest loyalty and retention programs
AI-driven CRM systems analyse guest preferences and stay history to create highly personalised loyalty programs. AI can predict which rewards and promotions will encourage repeat stays, boosting guest retention and direct bookings while reducing reliance on OTAs.
8. AI-enhanced demand forecasting and revenue optimisation
AI analyses market trends, competitor pricing, and historical booking data to provide accurate demand forecasts. This enables hotels to adjust pricing, marketing efforts, and resource allocation in advance, ensuring optimal occupancy and profitability during peak and low seasons.
9. Automated housekeeping and predictive maintenance
AI-driven housekeeping platforms like Optii Solutions optimise room cleaning schedules, ensuring faster turnovers and improved efficiency. AI-powered IoT sensors also detect equipment wear and tear, predicting maintenance needs before failures occur—reducing operational downtime and costly repairs.
10. AI-driven event and conference management
Hotels hosting conferences, corporate events, and weddings can leverage AI to automate venue bookings, manage guest lists, and personalise attendee experiences. AI-powered scheduling tools ensure optimal use of event spaces, helping hotels increase event revenue and maximise space utilisation.
How hotel brands are using AI
As artificial intelligence continues to evolve, hotel brands are integrating AI-driven solutions to improve operations, enhance guest experiences, and drive revenue growth. From personalised services to operational efficiency, AI is transforming the way hotels interact with their guests and manage their resources.
Marriott
Marriott uses AI-powered chatbots and data analytics to enhance guest interactions and improve operational efficiency. Their AI-driven recommendation engine personalises guest offers based on past stays and preferences, increasing loyalty and direct bookings.
Hilton
Hilton’s AI initiatives include robotic concierges and smart room technology that adjusts settings based on guest preferences. Additionally, Hilton has integrated AI-powered chatbots for customer service, reducing response times and improving guest satisfaction.
Accor Hotels
Accor leverages AI-driven revenue management tools to optimise pricing strategies in real-time, ensuring competitive pricing while maximising profits. They also use AI for predictive maintenance to prevent operational disruptions.
InterContinental Hotels Group (IHG)
IHG employs AI to enhance guest experiences through AI-powered mobile apps that offer real-time travel assistance, digital concierge services, and smart room controls. Their AI-driven data analytics help identify emerging travel trends, allowing proactive business decisions.
Key considerations when implementing AI in hotels
Adopting AI for your hotel can seem like a daunting step forward, but with a few important considerations, you can simplify the transition and implementation of AI into your operations:
AI adoption barriers
The hospitality industry, particularly hotels, faces challenges in AI adoption due to the high initial investment, complexity of integration, and lack of technical expertise. Smaller properties and independent hospitality businesses may struggle with the costs and training required to effectively implement AI solutions. Overcoming these barriers involves selecting cost-effective, scalable AI tools that require minimal technical knowledge and offer robust customer support.
For businesses with more complex needs, partnering with AI providers that offer customised training and onboarding support ensures a smoother transition.
Phased AI implementation
To ensure successful AI adoption across hospitality businesses, a phased approach is recommended. Rather than implementing AI solutions all at once, hospitality businesses should start with smaller AI-driven projects that address immediate needs—such as AI chatbots for guest communication or dynamic pricing tools—before expanding AI integration into broader operations, including predictive analytics for revenue management or automated housekeeping solutions.
By taking an incremental approach, hotels, resorts, and restaurants can test and refine AI implementations while minimising risks and disruptions to daily operations.
AI software options
Choosing the right AI solution depends on the size, type, and needs of the hospitality business. Hotels should prioritise AI tools that integrate seamlessly with property management systems (PMS), customer relationship management (CRM) platforms, and operational workflows. Similarly, restaurants and travel businesses can benefit from AI that enhances order management, guest engagement, and predictive demand analysis.
Key considerations when selecting AI software include:
- Scalability – Can the software grow with your business?
- Integration – Does it work with existing tools and platforms?
- Support & training – Does the provider offer ongoing assistance to ensure smooth adoption?
- Security & compliance – Does the AI software handle guest data securely?
For example, SiteMinder integrates with leading AI providers to enhance revenue management, guest experience, and automated operations, offering rules-based automation to support hotels in their AI journey.
Industry-wide AI adoption
Beyond hotels, AI is also revolutionising restaurants, travel agencies, and event management. Restaurants use AI for demand forecasting and menu optimisation, while travel agencies leverage AI-powered itinerary planners and personalised booking experiences. The entire hospitality ecosystem can benefit from AI’s ability to reduce costs, improve efficiency, and enhance guest satisfaction, making strategic implementation essential for long-term growth.
Raúl Amestoy,
Assitant Manager
Hotel Gran Bilbao
The future of AI in the hospitality industry
Fully automated hotels
Advancements in AI and robotics could lead to fully automated hotels, enhancing efficiency and guest convenience. AI-powered reception and concierge services are already transforming guest interactions, with virtual assistants and automated check-in kiosks reducing wait times and improving customer satisfaction. Robot-assisted housekeeping and room service further streamline operations, ensuring timely and consistent service without human intervention.
A prime example of this innovation is the Henn-na Hotel in Japan, the world’s first fully robotic hotel. This hotel uses AI-powered humanoid robots to check in guests, assist with inquiries, and handle luggage, while autonomous cleaning robots manage housekeeping tasks efficiently. Such advancements demonstrate how AI can revolutionise hospitality by cutting operational costs, improving efficiency, and enhancing the guest experience.
AI integrations with IoT
AI-driven IoT devices will further personalise guest experiences by automating room settings and services. Smart rooms equipped with AI-powered IoT technology can adjust lighting, temperature, and entertainment systems based on guest preferences, creating a highly customised stay. Voice-activated room controls, powered by AI assistants like Alexa or Google Assistant, enable seamless interaction with hotel amenities, enhancing convenience and accessibility. Additionally, predictive maintenance powered by AI helps monitor and detect potential issues in hotel infrastructure, reducing downtime and ensuring uninterrupted guest experiences.
AI-driven personalisation & guest experience
Future AI innovations will enhance personalisation, ensuring that hotels cater to individual guest preferences with unparalleled precision. AI-driven systems can provide hyper-personalised recommendations for dining, activities, and room settings based on guest preferences and past behaviour. AI-powered sentiment analysis tools help hotels manage customer feedback effectively, identifying trends and areas for improvement. Additionally, dynamic pricing models powered by AI ensure hotels optimise revenue generation by adjusting rates in real time based on demand, seasonality, and competitor pricing.
