The hospitality industry has undergone a significant transformation due to advancements in technology, including artificial intelligence (AI), robotics, and the Internet of Things (IoT). Automation is streamlining operations and enhancing the overall guest experience, from check-in procedures to service delivery. It enables hotel management systems, digital concierge services, and self-service kiosks to operate at unprecedented levels of efficiency. These technologies eliminate repetitive tasks, reduce human error, and free up personnel to focus on more complex, guest-centric activities. One of the most noticeable changes is the elimination of long wait times at the front desk and the introduction of mobile check-ins. Other benefits include guest personalisation and intelligent monitoring of data from previous stays and intelligent analysis of customer behaviour. However, there are still concerns about the potential loss of human touch and compliance with regulations like the General Data Protection (GDPR). Companies must prioritise customer trust and comply with data protection measures.
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