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Artificial intelligence (AI) is raising the competitive edge for hotels as they scramble to keep up with the best tech-savvy hospitality solutions available. These AI empowered solutions play a vital role in enhancing guest experience, increasing revenue and optimizing operations with real-time data patterns. Let us understand how artificial intelligence is changing the 'flame' standard operating system (SOP) in hospitality. Hoteliers can use the AI-powered Agilysys tool to analyze guest preferences and suggest tailored meals, activities or room upgrades.
Using AI to build guest loyalty
Hotels are using data insights not only to increase guest satisfaction but also to ensure guest loyalty by creating consistent and personalized experiences. This data-driven approach to hospitality is creating memorable moments that encourage guests to return again and again.
A 2024 Agilysys study found that 68% of guests are more likely to spend more when hotels personalize their stay experience, highlighting the role of data in building loyalty.
Small gestures, such as remembering a guest's dining preferences or providing their favorite room, can have a surprising impact on loyalty. Guests spend 30% more when staff recall previous conversations, and guests spend 28% more when restaurant staff remember their food and beverage preferences.
AI is playing an increasingly important role in personalizing the guest experience. “AI's ability to analyze guest data in real-time is a game-changer,” Tony Marshall, Tony MarshallVP and MD, APAC, Agilysys said: “It can turn guest data into actionable insights that drive satisfaction and revenue. For example, AI can help identify patterns in real-time, predicting the type of experience guests are likely to appreciate.”
However, while AI offers significant benefits, Marshall stresses that the technology should complement, not replace, the human element. “46% of travelers value friendly staff who go the extra mile,” he says. “The most successful AI implementations are those that empower employees to create better guest experiences.”
AI driven Technology optimized revenue
Agilysys exclusively provides state-of-the-art software solutions and services that help organizations achieve high return hospitality by maximizing return on experience (ROE) through 'personal' profitable interactions. AI for revenue management can be used to adjust room rates based on demand, seasonality and competitive pricing. It can also offer predictive analytics by predicting booking trends, helping hotels maximize occupancy and revenue.
Take for example GUESTSENSE.AI technology that powers revenue management and operational efficiency in PMS, POS, GOLF and SPA solutions
Agilysys embeds its POS, PMS, Golf and Spa solution Guestsense.ai, AI-driven analytics and decision-making capabilities hospitality businesses can use to optimize cross-property revenue and improve how they offer value and facility availability.
Guestsense.AI uses contextual variables; real-time data on capacity, demand, guest profiles and more; and user-controlled rules to optimize upgrade and price offers, facility availability, demand forecasting and other elements. Examples of applications include:
A Dynamic upgrade engine The availability and cost of room upgrades and amenity add-ons can be selected by guests at check-in. Offers are presented dynamically based on check-in time; real-time availability and capacity; worker status; Guest-supplied choices; Guest preferences inferred from past stay behavior; guest status, such as loyalty program membership; and other property-defining rules.
Dynamic availability and dynamic pricing Based on the relevant variables defined by the property, intelligently manage the reservations of the facilities presented to the guests to book, as well as the corresponding pricing. For example, when demand for golf is predicted to be high, popular tee times and preferred golf courses may offer loyalty programs only to course members and guests staying on the property. Amenity prices offered may reflect real-time demand and capacity calculations, such as poolside cabana pricing based on usage. Similarly, the system may prevent low-revenue and low-margin spa services from being offered during high-demand periods. The same real-time intelligence guide Minimum Gap Constraint, which dynamically avoids unbookable gaps in therapist schedules by matching service time requirements with booked schedules to only therapists and services that minimize unbooked time.
Conversation Reservation Booking Offers a generative AI-assisted concierge to guide guests through the availability search and booking experience. Available now at Agilysys Spa and soon in other solutions, this technology enables a round-the-clock end-to-end live booking experience without additional staff, increasing revenue by making it easy to book guests whenever they are ready to buy.
Customers around the world use Agilysys property management systems (PMS), point-of-sale (POS) solutions and inventory and procurement (I&P) systems and accompanying hospitality ecosystem solutions to delight guests, retain employees and increase margins.
AI and Streamlined Operations
AI can be used for task automation, Schedule routine tasks such as check-in, check-out and room cleaning. It can also help in inventory management. AI can optimize stock levels for food and beverages, reducing waste and costs.
Chatbots and virtual assistants: Provide 24/7 assistance to guests for bookings, inquiries and concierge services. ChatGPT and similar AI tools can help manage bookings by managing customer inquiries, processing reservations and even upselling additional services like spa treatments or room upgrades. This level of automation reduces the workload of front desk staff, allowing them to focus on providing a more personalized experience for guests.
AI is also revolutionizing how hotels approach marketing ChatGPT can create content for social media, respond to online reviews, and even help create personalized email campaigns. By using AI in marketing, hotels can engage with potential guests more effectively and efficiently.
For example, ChatGPT can analyze customer reviews to identify common pain points or areas where hotels excel. This information can then be used to refine marketing strategies and improve guest satisfaction. Additionally, AI can help hotels target specific demographics with personalized offers, increasing the effectiveness of marketing campaigns.
To learn more about the preferences and expectations of Asian travelers, download a copy of the APAC Traveler Impact Study here
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