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Trend Article

Updated on 19 feb 202410 min read

Top trends in hospitality for 2024

By 2027, the hospitality industry is projected to reach an astonishing $5,816.66 billion, signalling the imminent arrival of major developments. The integration of advanced technologies is a major catalyst for this growth, revolutionising both customer experiences and operational efficiencies.

PlatoHospitality TechHospitality
Senior Marketing Manager, Hospitality and Retail

As we move towards 2024, we can expect to see a landscape where Artificial Intelligence (AI) not only improves personalised guest experiences but also optimises hotel operations and supports sustainability efforts. 

With the incorporation of chatbots, facial recognition, predictive maintenance, and dynamic pricing, AI is rapidly reshaping the hospitality industry, offering a harmonious balance of efficiency, convenience, and ingenuity. Discover the tremendous potential of AI and robotics in shaping the future of the hospitality industry. From customer interactions to integrating technology with human touch, this article delves into the impact of these innovative technologies and their role in hospitality models.

Article Highlights

  1. The rise of AI and automation in hospitality
  2. Service robots: the new frontier in guest services
  3. Personalisation through technology
  4. Technological adaptation across various hospitality models
  5. Future outlook: Beyond 2024
hospitality trend, robot for restaurant, serving robot

The rise of AI and automation in hospitality

Personalised guest experiences with AI

In 2024, the use of AI technology is revolutionising the hospitality sector, allowing hotels to provide new kinds of personalised experiences. 

For example, renowned hotel chain Accor is utilising AI to analyse guests' preferences and behaviours, leading to bespoke room setups and personalised suggestions for amenities and services. This degree of customisation includes AI algorithms analysing previous reservation trends and social media interactions, offering personalised recommendations that meet the unique needs of each guest. This innovative approach enables guests to enjoy a stay that is genuinely customised and perfectly suited to their personal preferences.

Chatbots and virtual assistants

As technology advances, the hospitality industry is embracing the use of AI-powered chatbots and virtual assistants. Just take Marriott, for instance. They have incorporated a chatbot on their Facebook Messenger platform, allowing guests to conveniently seek assistance with their inquiries and bookings. These AI-driven interfaces expertly handle reservation requests, offer personalised recommendations for local attractions, and promptly address any concerns. 

With the help of natural language processing (NLP), these chatbots provide a seamless and engaging experience, ultimately improving efficiency and responsiveness in customer service. For hoteliers, these chatbots are essential tools that cannot be overlooked.


pepper robot, humanoid robot

Service robots: the new frontier in guest services

Henn na Hotel Tokyo Ginza's automation experiment

The Henn na Hotel Tokyo Ginza boldly embraced automation by enlisting robots in various tasks and services with hopes of improving customer satisfaction, boosting profits, and cutting labour expenses. 

Yet, the implementation did not go without hiccups, and the hotel had to pause and reassess its use of robots due to a blend of positive and negative feedback from both guests and employees. This scenario highlights the difficulties and educational curve involved in introducing service robots into the hospitality industry.

The evolving role of service robots

Service robots have faced their fair share of obstacles in the past, but they have quickly advanced in terms of complexity and are now widely utilised in the hospitality industry. 

These advanced robots have the capability to take on tasks that were once solely performed by human employees, like providing room service, assisting as concierges, and even completing housekeeping duties. 

This factor seamlessly incorporates these robots into the customer's experience to enhance it and work alongside human services rather than replacing them entirely.

Balancing robot and human services

The use of service robots presents a unique challenge for upscale hotels, as they must strike a delicate balance between efficiency and maintaining a personal and human touch. 

These luxury accommodations place a high value on the human interaction factor as the pillar of their premium service experience. 

On the other hand, hotels that prioritise other aspects and do not rely heavily on human interaction can explore various ways to effectively incorporate and integrate robots into their operations.

Personalisation through technology

In 2024, the hospitality industry is embracing technology like never before to curate unforgettable experiences for their guests. This is particularly significant in the domain of luxury establishments, where personalisation plays a crucial role in enhancing the overall guest experience.

Facial recognition for streamlined services

One cutting-edge technology that is gaining popularity in the industry is facial recognition. With its ability to expedite processes like check-in and enhance security measures, this technology is revolutionising the way hotels operate. 

By incorporating facial recognition into check-in kiosks, guests can now enjoy a streamlined and efficient process, bypassing the traditional registration methods. Not only does this save time, but it also adds extra security to hotel operations, ensuring peace of mind for both guests and staff.

Predictive maintenance for operational efficiency

AI technology is being utilised for predictive maintenance in hotel facilities, making use of data from sensors and IoT devices. This allows for proactive identification of maintenance needs, ensuring a smooth guest experience and minimising any potential disruptions in service.

Balancing human interaction and technology

By incorporating AI, luxury hotels and other hospitality establishments in 2024 are finding the perfect balance between personal interactions and advanced technology, preserving the core of hospitality while embracing progress.

pepper robot,

Human-centric approach in AI integration

As AI and robotics continue to revolutionise efficiency and customisation; luxury hotels maintain a genuine focus on preserving the human touch. 

Despite the integration of chatbots and AI assistants for routine inquiries and streamlined bookings, the presence of human staff ensures more complex interactions and tailor-made service. 

By striking this balance, hotels can guarantee that the essence of hospitality – warmth and personal connection – remains intact amidst the tide of technological progress.

Robotic assistance complementing human services

As seen above, robots have taken their place in a set of utility services, leaving the most complex tasks to humans. This harmonious partnership between robots and human employees effectively streamlines operations without sacrificing the personal touch that ensures exceptional hospitality services.

Technological adaptation across various hospitality models

The extent to which technology is implemented in the hospitality industry varies, spanning from high-end hotels to more affordable options and unique boutique experiences. Each establishment integrates technology in a manner that aligns with its distinctive service approach and meets the expectations of its customers.

Luxury hotels embracing advanced tech

Luxury hotels are pioneers in incorporating state-of-the-art technologies, incorporating AI to provide personalised guest experiences and utilising robotics to streamline service delivery. They thrive at finding a harmonious balance between advanced features and personalised, hands-on service, ensuring that technology only enhances the guest experience rather than taking over.

Budget and boutique hotels' tech strategies

In comparison, budget hotels also implement technologies such as AI and automation, but their focus is primarily on efficient operations to keep costs low. 

Their technological advancements revolve around self-service models. In contrast, boutique hotels use technology to curate one-of-a-kind, themed experiences, utilising AI and digital tools to amplify their unique personality and cater to specific markets.

Adapting to guest expectations

One aspect remains consistent: the integration of technology to keep pace with the continuously evolving expectations of guests. 

Striking the perfect balance between technology and human touch is key, ensuring that these advancements enhance the guest experience while staying true to the establishment's unique brand and service philosophy.

Future outlook: Beyond 2024

As we look towards the future, it is evident that the hospitality industry's technological landscape will continue to progress at a quick pace. 

The integration of AI and robotics, which has already made significant changes, is set to dive even deeper, with new and exciting innovations surfacing to elevate both guest experiences and operational efficiency.

Continued innovation in AI and robotics

Looking ahead, we can expect the advancement of AI to bring about even more sophisticated and personalised services, while robotics continues to expand its impact on the hospitality industry. 

Further developments in AI and machine learning will enhance data analysis and decision-making processes, ultimately leading to greater efficiency and fashioned experiences for guests.

Sustainability and technology

Moreover, sustainability will continue to be a top priority, with technology playing an important role in achieving eco-friendly objectives. 

We can anticipate a greater utilisation of AI and IoT to manage energy consumption and decrease waste, driving sustainable practices within the hospitality sector.

Adapting to changing guest needs

The key to success for hospitality businesses lies in their ability to seamlessly integrate technological advancements while prioritising guest satisfaction. The perfect harmony between technology and the human touch remains a central aspect for the industry to thrive. 

Looking ahead, one thing is certain: the ever-evolving landscape of technology will be a driving force in shaping the guest experience, pushing the boundaries of innovation in ways that were, not so long ago, unimaginable.

As we delve into the predicted technology-based hospitality trends of 2024, it's clear that the industry is undergoing a major transformation. The adoption of AI and robotics isn't merely a passing fad but a fundamental shift that is revolutionising both guest experiences and operational approaches in the hospitality world. 

The future of this industry is one of symbiosis between technology and human touch – a combination that will elevate efficiency, personalisation, and overall guest satisfaction to new heights. 

The hospitality industry is fully embracing the transformative power of technology, with AI-driven personalisation and the utilisation of service robots becoming the new norm. These changes not only keep the industry current with technological advancements, but also cater to the needs and expectations of modern travellers. 

As we set our sights on the future, it becomes imperative for hospitality professionals to find the perfect harmony between embracing technological innovations and preserving the personal touch that is the very essence of hospitality. Remaining adaptable, well-informed, and open to new possibilities will be key to leveraging these trends for success.

PlatoHospitality TechHospitality

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