Enhancing Hospitality Service Delivery: Integrating IoT and AI for Guest Experience and Operational Efficiency

Abstract

Technological changes that alter the service delivery method of the hospitality industry have brought a new direction in this sector. The current study presents the integration of IoT and AI to improve the guest experience and increase the efficiency of hotel operations. IoT devices such as intelligent room control, wearable technology, and interconnected appliances can collect data anytime. At the same time, AI will be the vehicle to provide personalised recommendations, predictive maintenance, and automation with this data.With a solid review of case studies, industry reports, and evidence-based research, this paper will not only give insight into how IoT and AI come together to be a part of the interconnected system in a hotel but also provide a list of the application areas for hoteliers to consider. For example, in guest satisfaction ranking, predictive analytics can be used for demand forecasting, dynamic pricing, AI-supported real-time customer service via chatbots, and guest preference tracking. The results promised enhanced guest satisfaction, better energy management, and more resource optimisation. Still, they also pointed out some examples, such as data security, integration complexity, and the high cost of implementation, as the main problems. This study offers insightful tips for players in the hospitality industry to adapt and use the IoT and AI without hassles and thus make their service model more innovative, customer-centric, and efficient. Upcoming research projects could explore ethical considerations and the long-term sustainability impacts of these technologies in the hospitality sector.