How AI is set to revolutionise the hospitality industry

As an expert in the field of AI – and a board member of the Global Wellness Institute’s AI Initiative – Kate Hancock believes AI is set to revolutionise the wellness hospitality industry as a whole.

As well as enhancing operational efficiency, she points out that AI empowers wellness hospitality providers to offer hyper-personalised services, which can significantly enhance the guest experience.

“By analysing vast amounts of data, AI can tailor services and amenities to individual preferences,” Hancock says. “For instance, wellness hotels can curate personalised packages based on guests’ health data, past behaviours and preferences. This could include offering specific spa treatments, wellness activities, or dietary plans that align perfectly with a guest’s needs.”

Improving day-to-day efficiency

Hancock believes that AI’s ability to streamline operational processes is another area where we’re likely to see dramatic changes. “From inventory management and staff scheduling to energy control, AI can optimise tasks, reducing operational costs and improving service delivery,” she says. “For example, AI can predict busy times and adjust staffing levels accordingly, ensuring that guests always receive prompt service. This allows hospitality businesses to focus more on enhancing guest interactions rather than getting bogged down with administrative duties.”

Hancock adds that the use of specific software can enhance AI capabilities by making hospitality business management more effective. “A centralised dashboard that brings all critical elements into one view simplifies decision-making and daily management, allowing the team to monitor various aspects of the business efficiently,” she says.

Virtual assistants and chatbots

AI-powered virtual assistants and chatbots have become increasingly popular for managing guest interactions, particularly in wellness hospitality. “I’ve utilised chatbots

since 2018 at Bintana Sa Paraiso, my boutique hotel on Camiguin Island in the Philippines, to handle the massive influx of inquiries on our Facebook page,” she says. “This technology has been invaluable in avoiding delays in communication and ensuring that potential guests receive timely responses.

“The use of chatbots, combined with virtual assistants, has streamlined our sales process, allowing us to close sales efficiently and allocate staff to more critical tasks.”

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