Library:
Paris Champerret
Madrid
London
Paris Montparnasse
Turin
Berlin
- Item type
- Study and report
- Dissertation
- Language
- English
- Publication year
- 2024
- Contributors
- Subjects
- MANAGEMENT
The explosion of Artificial Intelligence (AI) has changed our expectations and ways of living. However, it is only recently that we became able to implement AI in the Hospitality industry, known for its tradition and high level of services.
This dissertation aims to study the extent to which AI can support Human intelligence in the luxury Hospitality industry. Different interviews were conducted to collect data from professionals in the industry, all with different points of view and ways of approaching the subject. A survey targeting luxury’s customers was also designed to collect data on their perception of service and the importance of Human warmth.
Unexpectedly, the results did not support that AI was able to fully replace Human intelligence in the Hospitality industry. The findings reinforced that AI could enhance and support the industry, particularly by enhancing personalization to create tailor-made experiences but also to support administrative tasks and the back of the house of luxury hotels.
However, for service, Human intelligence stays key and irreplaceable.
The importance of dedication employees put in their job, their attention to detail, and devotion to the hotel are considered to be a crucial part of the clients’ stay. For instance, 55% of respondents prefer interacting with a Human concierge rather than an AI concierge as it is more and more done in the industry.
Key words
Hospitality, luxury, Artificial Intelligence (AI), experience, personalization, disruption.
