Does AI will transform tomorrow’s hotel industry?

Between science fiction and daily reality

This personalised upgrade offer, this room rate adjusted in real time, this chatbot that answers you at 2 am… Far from futuristic “clichés”, Artificial Intelligence is already the invisible engine of the modern hotel industry. It is already redefining the customer experience and the performance of hotels.

Discover some of its aspects in our article.

How AI intervenes in the hotel industry

Artificial intelligence is no longer a promise, but an operational reality. Here are some examples where it redefines the hospitality sector :

  • Optimised revenue management : Thanks to dynamic pricing, algorithms analyse in real time a multitude of data (demand, local events, weather, competitor prices) to set the fairest rate for each room in order to maximise occupancy and profits.
  • Hyper-personalisation of the customer experience : Chatbots and virtual assistants are available 24/7 to instantly answer common requests.
  • Operations optimisation and predictive maintenance : Behind the scenes, AI anticipates needs for smoother management. For example, it can signal a probable air conditioning or elevator breakdown before it occurs, thus avoiding inconvenience for customers and reducing urgent maintenance costs.
 

AI, a concrete tool for customer relations

Beyond innovations that are attractive for their “showcase effect”, AI becomes valuable when it truly simplifies the daily life of hoteliers :

  • Instant translation : AI breaks down language barriers and streamlines exchanges with travelers from all over the world.
  • Content creation assistance : text reformulation tools for attractive offers, newsletters or room descriptions.
  • Customer review analysis : AI automatically analyses online hotel reviews to detect strengths/weaknesses and improve service quality.

AI has not replaced humans. It assists them, giving teams the means to personalise effortlessly.

 

AI at the service of hoteliers: here is FILIP, Experience’s new AI agent

At Experience, we believe that AI must serve customer relations. We developed FILIP, our integrated and free AI agent, directly in our CRM.

FILIP will gradually evolve to also offer assistance with various aspects of customer relations for individual hotels or hotel groups. One of the major new features offered by FILIP is the instant guest summary.

This provides travellers with essential information, including:
– Travel status (before, during or after the stay)
– Special information provided (close to the lift, birthday, etc.)
– Customer type
– Amount spent
– Consumption habits
– Specific points of attention to take into consideration for the hotel

Concretely, this prevents teams from spending long minutes searching through a database.

In a few seconds, they have a clear and actionable vision of the guest in front of them, which allows them to offer personalised attention immediately.

It’s not just a time saver. It’s the difference between a “Hello Mrs. Dupont” and a “Hello Mrs. Dupont, nice to see you again! We have assigned you a quiet room, as during your last stay.”

 

When technology makes hospitality more… human

We often hear that technology dehumanizes. But in the hotel industry, the desired effect is the opposite.

By delegating repetitive tasks, AI frees up time and could allow teams to better understand and analyse customer relationships. This time is reinvested in what makes up the whole value of hospitality: Welcoming, listening and sincere attention.

 

Challenges not to be underestimated

Of course, AI is not magic. Its adoption comes with challenges :

  • Data protection : customer information is precious and sensitive. Their security is imperative.
  • Too much automation : AI must remain a support, not a total substitution. Hospitality loses its charm if it becomes cold and mechanical.
  • Team support : a powerful tool is useless without training and adherence of employees.

Anticipating these points guarantees successful adoption.

AI as a co-pilot, not a pilot

AI is already transforming the hotel industry. But it is not an end in itself.

It is the co-pilot: the one who facilitates the journey, optimises decisions, personalises the experience… but who always leaves “the wheel” to the human.

The true luxury of tomorrow will not be to sleep in a total automated hotel. The true luxury will be to stay in a hotel where technology makes the welcome warmer, smoother and memorable.