The Role of Artificial Intelligence (AI) and Data Analytics in Enhancing Guest Personalization in Hospitality

Abstract

Purpose: The main objective of this study was to explore the role of Artificial Intelligence (AI) and data analytics in enhancing guest personalization.

Methodology: The study adopted a desktop research methodology. Desk research refers to secondary data or that which can be collected without fieldwork. Desk research is basically involved in collecting data from existing resources hence it is often considered a low cost technique as compared to field research, as the main cost is involved in executive’s time, telephone charges and directories. Thus, the study relied on already published studies, reports and statistics. This secondary data was easily accessed through the online journals and library.

Findings: The findings revealed that there exists a contextual and methodological gap relating to the role of Artificial Intelligence (AI) and data analytics in enhancing guest personalization. Preliminary empirical review revealed the significant potential of AI and data analytics in transforming the hospitality industry by enhancing guest personalization. By offering personalized experiences that align with individual preferences, hotels can not only improve guest satisfaction but also drive revenue growth and customer loyalty. However, it is imperative for the industry to navigate the ethical considerations associated with data privacy to ensure that the benefits of personalization are realized without compromising guest trust and privacy. The findings of this study provide valuable insights for hoteliers, service providers, and policymakers looking to harness the power of AI and data analytics to create exceptional guest experiences in the evolving landscape of hospitality.

Unique Contribution to Theory, Practice and Policy: The Technology Acceptance Model (TAM), Service Quality theory and Customer Relationship Management theory (CRM) may be used to anchor future studies on Artificial Intelligence and data analytics in modern hospitality. This study recommended for investing in robust AI and data analytics infrastructure, gathering comprehensive guest data, implementing AI driven personalization algorithms, empowering staff with AI tools and continuously monitoring and adapting.