Date of Graduation

5-2024

Document Type

Thesis

Degree Name

Bachelor of Science in Human Environmental Sciences

Degree Level

Undergraduate

Department

Human Nutrition and Hospitality Innovation

Advisor/Mentor

Way, Kelly

Committee Member/Reader

Johnston, Nick

Committee Member/Second Reader

Terrell, Amanda

Abstract

This research delves into the benefits and effects of artificial intelligence in the hotel industry. Through a qualitive design, the study shows how the hotel industry since Covid-19 has tried to grow in the technology. The findings were valuable insights from CEO’s, CFO’s, Executives, Directors, and Managers. Nine hotel and technology executives from around the country participated in interviews covering the basic topics of demographics, AI utilized in/on the hotel property, AI and employee experiences, and guest satisfaction with AI.

The challenges stated by the participants were that AI is still in its early stages and being developed. An additional challenge was trying to incorporate it into already existing hotel systems. Findings indicate that artificial intelligence is poised to play a significant role in the future of hotels. However, the present scenario suggests that its complete impact on both employees and guests is not imminent. Notably, participants expressed the belief that employees should adopt and embrace technology rather than harbor fear regarding potential job implications.

The research underscores the significance of maintaining a human presence among employees and avoiding any modifications to the guest satisfaction experience through automation. The results provide a valuable insight into the executives' intentions and the future trajectory of their hotel, shedding light on the potential benefits that the introduction of artificial intelligence could bring, not only for the executives but also for the guests.

Keywords

Artificial intelligence; hotel technology; guest satisfaction

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