Beyond the Concierge: AI as the New Personalization Engine in Hospitality
Beyond the Concierge: AI as the New Personalization Engine in Hospitality

Summary/Abstract: Artificial Intelligence (AI) has played a pivotal role in reshaping the operations in the hospitality industry by improving customer satisfaction and loyalty through a more personalized service experience. Over the last few years, AI has provided a way to revolutionize product recommendation and customer engagement, enhancing and facilitating the overall customer experience. On the other hand, the widespread adoption of such technologies has resulted in many challenges and rising concern among users regarding data privacy and transparency, the dehumanization of operations and loss of trust. This review aims to explore the role of AI, focusing particularly on AI-driven personalization in the hospitality sector through a critical analysis of existing literature. It outlines the key benefits, ethical implications, and trust-related challenges, providing insights into strategies that optimize AI’s advantages while minimizing potential risks.

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