Vaibhav Sharma May 6th, 2024

How to Use Hotel AI Chatbot to Enhance Guest Engagement?

Nowadays, AI has become a trend in every industry; most businesses employ AI chatbots to improve user experience, and even call centers use AI chatbot technology to answer frequently asked inquiries from customers. 

So, it is not possible for the hospitality industry to not go for this technology, most hotels are already using AI chatbots to enhance guest's experience.  

Hoteliers identify that chatbots can contribute to good communication with guests as they support multilingualism, providing efficacy and guest satisfaction.  

In this blog, we'll dive deep into the phenomenon of AI chatbots and how they boost guest engagement and streamline work. 

How can AI Chatbots boost Customer Engagement?  

A few years ago, every hotelier handled customers manually by communicating directly with them. This is how hotel management works.  

Sometimes it leads to miscommunication and customer dissatisfaction that has a negative impact on hotels and therefore affects the hotel revenue. 

After the implementation of AI chatbots in various sectors of hotel management hotels now streamline their workforce, easily assign tasks to the staff, quickly manage inventory, and many more. 

By implementing AI chatbots in their hotel management system, hotels can now take a sigh of relief. 

"According to sources, the use of AI chatbots led to a 10% increase in the average hotel occupancy rate." 

Here are some top implementations of AI chatbots for hotels: 


Automation or AI simplifies the check-in and check-out process, where guests don't stand in the queue of lines waiting to check-in.   

By implementing AI for check-in/check-out hoteliers provide more efficient and convenient experiences to guests. This check-in/check-out process includes mobile apps, facial recognition, and self-service solutions, thus providing contactless guest interaction and improving guest satisfaction. 

Let me give you an example of "Hilton Hotel and Resorts" 

This famous hotel brand employs facial recognition technology integrated with Artificial Intelligence to streamline the check-in/check-out process.  

Personalized experience 

By analyzing guest's past experiences and feedback, AI offers different room services and amenities based on their preferences. 

AI-powered room service can help with modifying room settings like lighting, tailored entertainment options, personalized meal options, room inventory management, and so on. This redefines customer satisfaction, making it more simplified and personalized. 

For instance - "The Ritz-Carlton" hotel 

The most renowned Ritz-Carlton hotel utilizes an AI-powered chatbot, which interacts with guests via messaging and delivers personalized recommendations, provides amenities, and makes reservations based on guest's preferences.

Customer support 

AI-powered chatbots deliver instant answers to guest's frequently asked queries. They provide 24/7 support to guests with multilingual features having in it. They can easily respond to guests' inquiries by suggesting or providing the proper solution to them. Making the hotel staff focus on more complex guest interactions.  

For example - Hotel "Marriot" employs AI-powered chatbots to respond to guests' basic questions and make recommendations, as well as provide suitable solutions. 

Feedback management 

AI-powered chatbots analyze guests' feedback to understand guest's preferences and need to provide a better guest experience 

From room service to food quality, this chatbot takes guests' feedback and suggests improvement areas to the hotel management staff. This maintains customer loyalty and brand reputation.  

For instance - Hotel "Hyatt" leverages the technology of AI-powered chatbots to collect guest's valuable feedback. Allowing them to provide personalized experiences and create a comfortable environment based on guest preferences. 

Revenue management 

AI-based revenue management systems can maximize revenue and optimize pricing strategy by analyzing hotel booking patterns, real-time market data, and customer purchasing patterns and predict future booking demands according to season booking or special event bookings to fill the most occupancy of hotels.  

This system does predictive analysis allowing hotels to provide ideal deals and special discounts to future guests.  

Let me tell you an example of the world's first hotel to integrate a "Revenue management system" was "Wyndham" 

Wyndham Hotels and Resorts have integrated a revenue management system into their revenue collection processes. This allows them to fill the room occupancy update smart pricing and maximize revenue. 

 The Future of Chatbots in Hospitality 

AI has already transformed many industries, but a big chunk of AI is yet to come. Most companies are exploring AI's potential for future contributions.  

However, here are some potential innovations that Hotel chatbot could contribute to this. 

  1. Voice-activated chatbots 

Voice culture has already been started with many technologies like Amazon's Alexa and Google voice assistants. But now hoteliers also want to implement these technologies to enhance guest experience, with the help of voice assistant guests will be able to make reservations, request room amenities, and many more through voice commands. 

  1. Emotional Intelligence 

As day by day everyone uses AI to make their work easy, hoteliers can make use of chatbots to provide customized and individualized experiences to guests via exploring capabilities to understand behavioral patterns and responses of guests to provide comfort zone and emotional support that connects with the digital environment. 

  1. Virtual Reality  

Virtual reality is booming in most sectors of industry. It enables visitors to take a virtual tour without leaving their current location. This provides visitors with a better understanding of the surroundings, and where they want to stay, as well as the ability to compare hotel amenities or services, allowing customers to determine which is best for them.  

The Bottom line 

By concluding this blog information, we know that there is a significant use of AI chatbot technology in the hospitality industry. It promises to streamline the workforce, increase bookings, and help guests provide a personalized and better experience for guests. 

Moreover, by implementing AI in hotel management, hoteliers can set new standards of hospitality by fostering the hotel environment and giving some relief to the hotel staff, as it is a cost-effective option that not only just makes you profit but also builds customer relationships and brand reputation. 

Vaibhav Sharma

Vaibhav Sharma is proficient in creating content that aligns with the standards of the hospitality industry. With years of expertise in hospitality management, he knows how to craft compelling content that meets reader expectations and at the same time solves their problems.

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