Guest Retention Through Automation
Partho Pratim Seal · Advances in hospitality, tourism and the services industry (AHTSI) book series · 2019
The technology development in hospitality is continuing at a relentless pace which is challenging for the hospitality professional for both present and the future generations. The hotel front office is moving towards automation with less human interface. Reservations are mostly being made with help of booking engines and guest interaction with hotels are by apps and chatbots. Artificial intelligence (AI) also occupies a major role to facilitate and enhance guest experience. The trends now include use of augmented reality, predictive analysis, beacons, robotics, block chain technology, and biophilic designs in the hotel. The research is to study about how various hotel chains are adopting new technology and incorporating it in their establishment. The research is based upon data collected from hotel websites and other secondary sources to determine the acceptance of new trends by the hotel chains. The result suggests that though some international hotel chains have started accepting the new trends, the major Indian chains specially are lacking behind.