AI & the Future of Smarter, More Seamless Hospitality Experiences

Great hospitality isn’t limited to the stay. It’s in the small details, the timely nudges, the human feel of it all. Introducing AI helps bring this to life, strengthening systems, empowering teams, and setting a new standard for hospitality.

Strategic Objectives for AI-Integrated Hospitality

Drive Operational Efficiency
- Reduce repetitive inquiries and manual tasks
- Improve guest self-service while increasing call deflections
Increase Revenue & Loyalty
- Enable upsells tailored to guest profiles
- Grow lifetime value through deeper engagement
Enhance Guest Satisfaction
- Shorten response times with instant AI support
- Elevate guest satisfaction with personalized service
Establish a Unified Platform
- Singular system for guests and employees
- Maintain consistent data and experiences across channels

A Vision for Seamless, Personalized Hospitality

Full-Service AI Concierge
- An always-on, always-learning layer across channels
- Seamlessly connects each phase of the guest journey
Personalized, Predictive Support
- Tailored recommendations in real time
- Proactive guest offers, suggestions, and resolutions
Employee Empowerment
- AI-driven insights and automated workflows
- Help staff anticipate needs with smarter recommendations
Brand Differentiation
- Elevate brand identity with cutting-edge technology
- Grow reach and deepen loyalty with unique experiences

How AI Works in Real Time

Responding with speed and guided by context:

Analyzes each request in real time
Considers intent, context, and history—whether assisting a guest with a question, helping staff manage a VIP arrival, or supporting a service recovery
Tests multiple response paths—proactively offering solutions, recommendations, or handing off to the right team when needed

AI can support a wide range of guest types and scenarios, including:

Event planners / group travelers
Luxury travelers
International travelers
Family travelers
Business travelers
Guests with complaints / issues
VIPs and high-level guests
Guests interested in points / promotions
Guests who have never stayed in a hotel
First-time guests
Guests considering booking
Guests with an upcoming booking
Guests on property / mid-booking
Post-stay and between stays

How AI Learns Over Time

Learning from every request, adapting to every guest:

Remembers past interactions—building on preferences, feedback, and behavior to improve future recommendations
Learns from a wide range of guest scenarios—from business travelers and loyalty members to first-time guests and service recoveries
Refines its responses over time, continuously improving solutions and strategies based on what works best

Interaction → Learning → Optimization → Improvement

What if the Smartest Part of the Stay Was Everything in Between?

Mark Davis is a loyalty member on a blended work and leisure trip. He’s staying three nights on property, and expecting a smooth, personalized experience that reflects his status and frequent travel history.

Pre-Arrival

Mark books his stay through the mobile app, using his loyalty status to secure a suite upgrade.

After booking, Mark receives a prompt to confirm preferences like late checkout.
Suggested add-ons, like spa reservations and on-site dining, are offered based on past behavior.
His room preferences (extra pillows, high floor) are flagged for hotel staff ahead of his arrival.
Mark’s experience is already being tailored to him, even before he checks in.

Check-In

Mark’s delayed flight triggers an update to the hotel with his new arrival time.

When Mark’s flight is delayed, the hotel is notified automatically, and his room is held.
Without requesting it, he receives a mobile key before he lands—no need to stop at the front desk.
Recognizing an opportunity to surprise and delight, a room service dining credit is proactively offered, anticipating he may want to unwind after a long day.

During the Stay

Midway through his stay, Mark requests a meeting space for a last-minute presentation.

Rather than calling the front desk, Mark sends a quick message through the app.
The Boardroom Suite near the lounge is open from 2-4 PM for $150/hour. It includes WiFi, modern AV technology, and coffee service.
He’s asked if he’d like to book it and charge the fees to his room or provide another form of payment.
With just a few clicks, the space is confirmed and prepared to his preferences.

Proactive Service

On his second night, the platform notices Mark hasn’t made dinner plans—something he typically does by now.

His go-to hotel restaurant, The Ember Room, has availability.
Instead of sending an in-app notification, the restaurant host is prompted to reach out for a more personal touch.
“Hi Mark, would you like us to make a reservation for you tonight? There are still a few great tables available.”
It’s perfectly timed, effortless for Mark, and helps maximize on-site revenue by filling open tables.

Post Stay

Every interaction is an opportunity for a personal experience—and that continues after the stay.

After checkout, Mark is asked for feedback to make sure any issues get the right attention.
He’s updated on his loyalty progress, and offered a discounted stay to help him reach the next tier.
Rates and destination suggestions continue to appear right when he’s likely to start planning again.
Even when the trip ends, the experience continues.

We Know Where We’re Headed, But How Do We Get There?

Introducing AI to the Guest Experience

Delivering value now and laying the foundation for what’s next:

AI-powered search on help pages starts building the knowledge base for smarter, more personalized interactions
Guest questions, searches, and resolutions help the system learn and improve continuously
Faster answers improve self-service, reduce frustration, and lower call volume
Employees gain smarter tools to support guests and streamline service

How AI Improves Self-Service

Smarter answers that reduce friction, boost confidence, and cut call volume:

Guests can ask questions in their own words and receive contextually relevant answers
AI-generated follow-ups keep guests engaged in the self-service experience longer
Static FAQs and category topics use AI-generated answers to ensure quick results and consistency
Next steps surface direct links to bookings, policy details, or support when needed

User → Natural Language Search → AI Results → Popular follow-up / People also ask / Next steps

Static FAQ feeds into Natural Language Search and AI Results. Trending topics and Category topics feed into Natural Language Search. Next steps follow from AI Results.

Layering in Agentic AI

Moving beyond smart search towards context-aware conversations:

Leverages guest data, membership level, and booking history for more relevant, tailored responses
Delivers real-time answers and keeps guests engaged in the conversation
Handles more complex inquiries, reducing the need for escalation to live agents
Provides seamless handoff when escalation is necessary

Sample AI Interaction:

Are you looking for more details about your mobile key or anything else for your upcoming trip?

Can you help me with my mobile key setup for my stay?

Of course, I’d be happy to help! I see you’re all set for your upcoming stay, and your mobile key should be ready for use.

If you’re ready to activate it, here’s how:

Open the mobile app.
Go to ‘Check-In’ and select your upcoming reservation.
When you’re ready, tap ‘Mobile Key’ to activate.
You’ll be able to use your phone to unlock your room as soon as you arrive!

If you’re still having trouble or need further assistance, let me know, and I’ll check your reservation for you.

What Agentic AI Brings With It

Assistance that acts—resolving needs, not just surfacing answers:

Retrieves account and reservation details without navigating multiple pages
Handles loyalty requests like checking points, transferring balances, or updating preferences
Updates or modifies reservations when allowed—adjusting dates, room types, or guest details
Suggests offers and upgrades that match guest behavior, trip context, or loyalty status

Sample Guest Questions:

How do I update the credit card on my booking?
Can I add late checkout to my reservation?
What's the best way to contact the hotel directly?
How many points do I need for a free night?
Can I check my upcoming reservation?
What time is check-in at my hotel?
Can I pay with points instead of cash?
I need a receipt for my last stay.
How many nights do I need to reach my next level?
Can I book an airport shuttle?
Are there pet-friendly rooms at my hotel?
I need to change my check-in time.
What's included in my resort fee?

Empowering Guest Services

Context-rich profiles make every interaction faster, more personal, and more effective:

Surfaces key guest details like booking info, loyalty status, past preferences, AI insights, and more
Provides a live thread of recent AI interactions to reduce repeat questions and improve continuity
Enables seamless handoff from AI to team members—ensuring service feels connected, not disjointed
Suggests proactive actions, like upgrades, thank-you gestures, or loyalty nudges—based on guest behavior

Sample Guest Profile:

Full Name: Mark Davis
Phone: (555) 123-9883
Email: mark@davismedia.com
Address: 1237 Littleton Dr, Boston, MA 02115
Preferred Contact Method: Email
Language Preference: English

AI Insights:

Prefers quiet rooms, away from elevators
Enjoys spring travel—often books in March or April
Typically blends business and leisure travel
Has stayed at 5 different properties in the last 18 months

Loyalty Summary:

Total Stays: 23
Total Points Earned: 112,500
Nights to next tier: 4
Eligible for complimentary room upgrades
Enrolled in digital key program

Current Booking Summary:

Hi Mark! I can help with that. Let me check your reservation…

You’re currently eligible for a late checkout of 2 PM. Would you like me to go ahead and request that?

Yes please.

Got it. You’re all set. Is there anything else I can help you with?

Actually, can I add an additional guest to my room?

I can help with that. One moment while I bring in a team member to finalize the update.

Hi Mark, this is Jordan from Guest Services. I see you’d like to add a guest to your reservation—I’ll take care of that for you.

Integrating AI with Hotel Systems

Deeper integration enables smarter actions, faster fulfillment, and real-world results:

Unlocks real-time upgrades, dining bookings, and mobile key status and more through property system access
Enhances fulfillment by connecting to systems like PMS, POS, loyalty, and task management
Builds on existing booking access to streamline edits, requests, and personalized offers
Enables AI to trigger follow-ups or staff alerts when human touch is needed