how-ai-is-improving-customer-management-in-the-hospitality-industry

How AI is Improving Customer Management in the Hospitality Industry

Artificial intelligence is improving customer management across the board at the expense of gainful employment for a growing number of workers in the labor economy. But all is not lost; every industry that’s closing doors due to automation is also opening a window for new opportunities. 

The hospitality industry is one such job market that’s being overturned –low wage jobs are being replaced by future-proof higher wage cybersecurity and computer science jobs.

In this article, we’ll look at how AI is improving customer management in the hospitality industry to help them build alternative business models while making a case for the world’s next generation of workers to get a degree in cybersecurity. 

Their Loss, Your Gain

It’s no secret that AI is rapidly changing the world, and in many ways, it’s doing it for the better. But no one can deny this one negative reality; physical labor jobs are disappearing.

In spite of these emerging changes, most job markets shedding positions are also creating new AI-centric openings. 

Perhaps the hospitality industry is one of the hardest hit –with its electronic ordering kiosks and soon-to-be unleashed food making machines. And as more data is being created and put online, these businesses will be hiring capable staff to manage and secure it.

It’s not just big tech that’s in dire need of technology-focused graduates. Even the hospitality industry is looking for top talent in the cybersecurity industry. This is something to keep in mind as you keep reading.

AI and the Hospitality Industry

So, how is artificial intelligence affecting the hospitality industry? Let’s take a look!

1. Identifying Trends

Travel and hospitality are more competitive today than ever; Millennials and Baby Boomers agree on one thing –travel and hospitality are top priorities come payday.

With increased competition and growing industry, creating, monitoring, and understanding large pools of customer data is of paramount importance. AI can crunch data decades faster than a human, and all businesses in these cojoined niches have taken notice.

Simply put, AI is a massive competitive advantage.

2. Customer Communication

AI provides an automated method of two-way communication with customers. Whether it’s answering questions or deciding which customer is worthy of a free room upgrade, AI delivers.

And this isn’t to say that these conversations need to happen online –the Hilton has proven that artificial intelligence can also be used to serve clients in person. Connie, an AI-powered robot employed by the Hilton can answer questions, make changes to bookings, and operate as a concierge. 

AI can help physical robots identify customers with biometric markers fed into systems via an app on their smartphone — digital identity affecting consumers, seamlessly.

3. Augmented Reality

Everyone will remember the clipboard or cardboard notice sitting on the desk in every hotel room. On it are directions to nearby tourist attractions, instructions on how to order room service, or where to find the ice machine.

With augmented reality, visitors can now get a virtual tour of any space or get instructions from a virtual host. The opportunities are endless, and this is one area that will continue to expand.

4. Smooth Operations

Whether it’s putting food orders in the best sequence to ensure meal courses arrive at the right time, or automatically sending visitors the appropriate “key” to their room via their cell phone and NFC chip –AI can automate numerous tasks to lower the burden on staff while streamlining experiences for guests.

AI is Win/Win

AI provides customers with a more comprehensive customer service experience while arming the workforce with customer management tools to be more efficient. And with the right education, where some jobs disappear others are created. 

All of these digital touchpoints require connectivity, and they also introduce new security risks. To keep abreast of these sweeping changes, those with a career in cybersecurity are best suited to address this growing job market.

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Published by

Susan Ranford

Business and Careers Success Coach, Independent Writer/Blogger.