The Impact of Artificial Intelligence on Enhancing Guest Experiences through Operational Efficiency in Luxury Hotels in Kuala Lumpur
DOI:
https://doi.org/10.47747/icbem.v3i1.3260Keywords:
Artificial Intelligence, Guest Satisfaction, Operational Efficiency, Personalization, Luxury HotelsAbstract
This study investigates the impact of Artificial Intelligence (AI) on enhancing guest experiences and operational efficiency in luxury hotels in Kuala Lumpur. With AI revolutionizing the hospitality sector, the study aims to explore the role of AI tools, including smart room features, chatbots, and facial recognition, in improving hotel services. The objective was to assess how these AI innovations influence operational efficiency, personalization, and overall guest satisfaction. A quantitative approach was used, collecting data through structured surveys from 400 participants, including both hotel guests and staff. The findings indicate that Smart Room IoT is the most effective AI tool in improving both efficiency and guest satisfaction. Service speed was positively impacted, though error minimization and full personalization still require improvement. Guest satisfaction and loyalty were positively correlated with AI adoption, though variability in responses suggests that perceptions of AI differ among guests. The study highlights the need for further refinement of AI tools and a balance between technology and human interaction to preserve the personal touch in hospitality. Implications suggest that hotels must standardize AI systems and refine personalization strategies to meet diverse guest expectations while addressing ethical concerns such as data privacy.
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