Elevating the Hotel Guest Experience Through AI
By Steve Cohen Chief Executive Officer, LMS, Inc. | June 30, 2019
When a hotel brand succeeds, it succeeds by how well it follows through on the classic foundation of hospitality and human warmth. But when these old-fashioned qualities intersect with new-fashioned digital technologies like machine learning and artificial intelligence, hoteliers have the opportunity to refashion the guest experience into something magical.
The Power of Artificial Intelligence
It's the nature of people to crave warmth socially and interpersonally. Artificial intelligence and machine learning might sound cold, a matter of numbers and data and servers humming away somewhere in a dark room, but it's the perfect complement to good old-fashioned human hospitality.
AI is simply a tool to enhance the guest experience - facilitating engagement during transactions and touchpoints, supplementing and inspiring human interaction with guests. You could call it guest experience maximization. That is just another way to describe the goal of true hospitality from time immemorial, which is exceeding the expectations of guests in a way that is intuitive, effortless, and almost prescient:
"What gift do you think a good servant has that separates them from the others? It's the gift of anticipation. And I'm a good servant. I'm better than good. I'm the best. I'm the perfect servant. I know when they'll be hungry and the food is ready. I know when they'll be tired and the bed is turned down. I know it before they know it themselves." -Mrs. Wilson, Gosford Park (Movie)
Supplementing the Human Touch