The impact of the integration of artificial intelligence at hotel front office on guest satisfaction

Holdosi Alíz (2024) The impact of the integration of artificial intelligence at hotel front office on guest satisfaction. Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar.

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Absztrakt (kivonat)

Title: The Impact of Artificial Intelligence Integration at Hotel Front Office on Guest Satisfaction The integration of artificial intelligence (AI) into hotel front office operations is transforming guest experiences and shaping the future of the hospitality industry. In a data-driven world, AI promises to enhance efficiency, accuracy and personalization, ultimately leading to improved guest satisfaction. This research explores the specific AI-driven factors that significantly influence guest satisfaction and their implications for hotel performance. The thesis contains two main research questions I was trying to find answers to: How does the integration of artificial intelligence (AI) in hotel front office operations influence guest satisfaction, and what are the key AI-driven factors that most significantly contribute to improved or diminished guest experiences? To answer the research questions a survey was conducted (with the help of a questionnaire) to gather comprehensive insights into how the usage of artificial intelligence at the hotel front office influences guest satisfaction. Results reveal a moderate level of familiarity among guests, with occasional visitors showing a heightened awareness. Notably, Generation X individuals exhibit the highest level of AI awareness, reflecting their firsthand experience with technological evolution. Internet access and social media play major roles in informing guests about AI in hospitality, highlighting the importance of digital channels in guest education. While there are exceptions, the general trend suggests that well-informed guests are more likely to express satisfaction with AI-driven services including check-in/check-out processes, price quoting accuracy and room booking procedures, which highlights the need for broad communication channels and effective implementation methods. AI-driven personalization receives widespread positive feedback, as guests appreciate the ability of AI to tailor experiences to their unique preferences. However, areas for improvement are identified, particularly in AI communication and problem-solving skills. Despite the convenience offered by AI, guests value the personal touch provided by human receptionists, highlighting the enduring importance of human interaction in hospitality. By embracing AI intelligently and empathetically, hotels can find the balance between technological innovation and human-centric principles, thereby enhancing overall guest satisfaction and performance. This information could be valuable for hotel managers, front office managers and receptionists to understand the general expectations of hotel guests regarding reception services. They may improve hotel performance, provide a more customized guest experience, and improve the performance of front desk employees in their duties by obtaining these insights.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar

Tanszék

Turizmus Tanszék

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Turizmus-vendéglátás

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	artificial intelligence, Front Office, guest experience, guest satisfaction, hotel
SWORD Depositor:	Archive User
Felhasználói azonosító szám (ID):	Archive User
Rekord készítés dátuma:	2024. Júl. 15. 10:02
Utolsó módosítás:	2024. Júl. 15. 10:02

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