The hospitality industry has always been about delivering exceptional experiences. Today, artificial intelligence (AI) is becoming an essential ally in achieving that goal. From personalising guest interactions to optimising marketing campaigns, AI offers opportunities to elevate both operational efficiency and customer satisfaction.
NB: This is an article from Userguest, one of our Expert Partners
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In this article, we explore practical ways hotels and resorts can leverage AI – especially large language models (LLMs) – and introduce a tool that can help you maximise your advertising ROI: AdsPlus.
Streamlining Guest Interactions with AI
AI-powered chatbots and virtual concierges can handle routine guest requests, answer FAQs, and even upsell services such as spa treatments or room upgrades.
Tips:
- Use LLMs to craft natural, context-aware responses that feel human.
- Integrate chatbots across multiple channels, including website chat, WhatsApp, and email.
- Analyse chatbot interactions to identify common guest pain points and improve services.
Example Tools:
- OpenAI GPT API for conversational AI.
- Dialogflow by Google for multi-channel virtual assistants.
- Ada for hotel-specific customer support automation.
Personalising Marketing Campaigns
AI can help hotels deliver highly personalised marketing campaigns based on guest behaviour, preferences, and booking history. LLMs are particularly powerful for generating creative content such as email campaigns, social media posts, or blog articles.
Tips:
- Use AI to segment audiences by travel habits, demographics, and past engagement.
- Generate multiple variations of ad copy to A/B test which messaging drives more bookings.
- Combine AI insights with human creativity to maintain authenticity.
Example Tools:
- Jasper.ai or Copy.ai for marketing content generation.
- HubSpot AI for personalising email marketing.
- AdsPlus to automate and optimise Google Ads campaigns for maximum ROI.
Optimising Pricing and Revenue Management
AI can predict demand fluctuations, optimise pricing strategies, and forecast occupancy levels with high accuracy. LLMs can also generate reports and insights that help revenue managers make informed decisions.
Tips:
- Feed your AI models with historical booking data and local event calendars.
- Use AI to test pricing strategies in real time and identify optimal rates.
- Pair predictive analytics with marketing campaigns to fill low-occupancy periods.
