International Research Journal of Education and Technology

Technological advancement has contributed in the use of state-of-the-art technologies like artificial intelligence (AI) and robot-based hotel industry applications and services. Recently, some review has been held regarding the implementation of such innovations and their effect on the operating costs of hotels and on customer service quality. Chatbots, is a form of artificial intelligence, are a blessing when numerous guests are invited to assist the workers. In Customer Service front desk staff can easily and comfort address visitors at the front desk, while the chatbot takes care of online questions from potential guests. This ensures that all tasks are done concurrently without the difficulty of bringing additional stress to the employees. Nowadays, self-check-in kiosks are increasingly common in the hospitality industry. These kiosks add points to your service rating and let the guest check in hassle-free. These additions to brands only help to provide a consistent guest experience. Considering the relevance of this emerging technology, the paper discusses the trend in the hotel industry in the use of AI and robotics.

KEYWORDS: Artificial Intelligence, Robotics, Hotel Industry, Customer Service, Customer Satisfaction.

JEL CLASSIFICATION: O33