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Curious about using AI to make your hotel guests happy? Here is how you can improve your guest stays with an automated hotel front desk receptionist.

Hotels have always been a place where people can go to relax and get away from the hustle and bustle of the world. In the past, hotels used to offer a room with a simple bed and a simple bathroom. But now the industry has evolved thanks to the advances in the use of artificial intelligence.

AI is the technology that powers voice and text chatbots, which are essentially conversational applications and services that can perform a range of tasks.

AI-powered hotel front desk receptionist. Does your hotel have a future without it?

Almost 90% of hoteliers agree that AI helps them significantly reduce operating costs and increase customer loyalty, according to Oracle Hospitality and Starfleet Research. Over 85% of hoteliers confirm that artificial intelligence also improves employee satisfaction.

No matter how large or small the hotel is, the employees are bound to perform repetitive tasks such as answering the same frequently asked questions. Navigating the guests around the hotel, its amenities and places outside the hotel is just a small part of it. With the help of AI, hotel staff are able to focus on tasks that have higher value, while improving their hard and soft skills, and tending to the guests with utmost care and attention. Yet there are issues present in the hospitality industry when it comes to employee satisfaction.

The hospitality industry is strictly customer-facing and the guests’ expectations are high when it comes to 1-1 interactions. One of the problems the hospitality industry is currently facing is high employee turnover. It’s said that the hotel and motel industry is facing a tremendous turnover rate of almost 74%. Hiring and educating new employees takes time, which decreases the continuity of providing great service to the guests. Seasonality of hotel operations also plays a role, since the staff is more likely to leave once the traveling season is over.

Hotels that employ conversational AI are also better equipped to handle high-volume, seasonal spikes in demand. Customers would be delighted to have been answered within seconds instead of hours during a peak season, which will directly contribute to the hotel’s revenue and result in increased customer loyalty.

Conversational AI can also help to solve any unexpected events that can occur during a stay. Humans tend to be forgetful and it’s only natural to leave something necessary at home. Making a call to the AI receptionist would solve this problem in a blink of an eye, without disturbing the hotel staff from more meaningful tasks and activities.

AI use cases in the hotel industry

Here are a few more examples of how hotels use conversational AI:

Automated hotel front desk check-in

In most hotels, the standard procedure for check-in is that a guest has to physically go to a counter, fill out a form, and pay a cash deposit. The guest then receives a room key and is allowed to go to their room. This can be a pain for the guests as it wastes their precious vacation time.

What if you could just enter your room using the phone?

With help of a conversational AI app, the hotel can automate the check-in process. The guests would need to simply make a call, tell the AI they’d like to check in and the AI app will take care of the rest. The only thing that would be left to do is to pick up the room key.

Automated check-out without the need to visit the hotel reception desk

By analogy, the check-out process can be automated with conversational AI as well.

This process can be as simple as saying "Hey, I'd like to check out now" and the conversational AI will do the work needed, including processing the guest's payment. Payments automation can be a part of the conversational AI app that serves as a front desk receptionist, for instance. With Dasha AI the process of automating check-ins and check-outs is a piece of cake. Even a non-developer can create such a conversational AI app (so why don’t you try?).

Take a look at how the completed app will perform and how the conversation between the AI front desk receptionist and your guest will sound like:

Embedded content: https://youtu.be/2Glp_HC-VHc

Personalized hotel assistance experience

With the help of conversational AI, hotels can also personalize the guest experience.

The AI system can be trained to recognize the guest’s voice, preferences, and patterns of behavior. It can then use that information to provide the guest with a personalized conversation.

If a guest asks "Is there a restaurant nearby?" the AI system can respond with "There are 2 amazing restaurants around. One is Kimchi One restaurant, which is open from 9 AM to 9 PM, and the other is Bonjorno restaurant, open from 8 AM to 11 PM. Would you like for me to make a reservation at one of these?."

Or if the guest says "I’m looking for something fun to do. Is there something like that in the area?" the AI system can respond with "There's an amusement park which is within a 15-minute drive. You can take the free shuttle that's located right outside the hotel entrance to get there. But make sure to go there within its working hours, it closes at 4 PM these days."

Pro-tip: if you would like your hotel guests to have this type of personalized experience, check out the guide on how to create a conversational AI app that will make your guests in awe. Your hotel will definitely become their top preference for years to come!

Automated front desk receptionist service

Conversational AI can also be used to create front desk receptionist apps.

An AI front desk receptionist can provide information about the hotel, city, and nearby attractions. It can help with various tasks for guests, such as suggesting restaurants and making reservations, booking concert tickets. It can inform guests about things to do at the hotel and recommend them to visit the hotel’s casino, spa, swimming pool, etc.

An automated front desk receptionist service is great for hotels because it helps guests find information in a timely manner, making them even more satisfied with their stay.

Upselling customers while keeping hotel front desk staff free for other duties

Who’d say no to extra revenue? No one.

Hotels can use conversational AI to suggest additional services and products that guests might be interested in based on their preferences. For instance, if a guest is interested in a massage, the AI can recommend a spa on-site or massage service that the guest might be interested in. In case the guest isn’t staying at the hotel for the first time, recommendations can also be made based on their past behavior.

For example, if a guest has previously stayed at the hotel and has visited a spa, the AI system can recommend them to visit the spa service again.

Collecting actionable feedback - not one of front desk receptionist’s duties

Conversational AI is a fantastic tool for hotels to collect feedback from guests about the hotel, city, and nearby attractions, and use that feedback to make improvements.

For example, if guests give feedback that the hotel is noisy, the hotel can use that feedback to improve their soundproofing. If they say the room was cold and the AC didn’t help with that, hotels can invest in purchasing new ACs or fixing the existing ones.

There’s no improvement possible without feedback after all. If you decide that collecting feedback would be a great addition, check out this post on getting a 90%+ completion rate on your customer feedback surveys and collecting deeply actionable data with a simple conversational AI voice app.

Create a conversational AI app to automate your hotel’s front desk receptionist duties

Check out this post to find out how in just 2 hours you can deploy a simple AI receptionist app that will be there for your hotel guests 24/7/365. Not a developer? No worries. I’m not a coder by trade and I wrote the app at the link. You can deploy it even if you are not a developer.

Join Dasha community to get all the help you need and start improving customer experience with simple AI apps! Or contact us if you want more of a white-glove experience.

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