Enhancing Guest Loyalty in the Hotel Industry Through Artificial Intelligence-Drive Personalization

Abstract

This chapter is a product of the author's extensive first-hand experience gained during their professional journey and as well as their interactions with colleagues who are occupying the role of senior management in various hotels. Personalization has become the key factor for enhancing the experiences of the guest and also to foster loyalty in the hotel industry. The industry has witnessed a significant shift towards artificial intelligence (AI) that plays a pivotal role in providing various opportunities that tailor the guests' preferences accordingly. Through this chapter, the researcher aims to identify the influence of AI on guest loyalty, guest profiling and service customization within the hospitality sector. In addition to examining guest profiling and customized services, this study examines the challenges and ethical considerations related to AI-powered personalization and guest loyalty.