Hotels are utilizing a variety of technologies in the guest room and throughout the hotel. Artificial intelligence (AI), virtual reality (VR), augmented reality (AR), cloud computing, internet of things (IoT), robots, cobots (collaborative robots), and chatbots are changing the service experience and hotel operations. Technology is redefining how we interact with the guest at all touchpoints, and how we manage employees and processes in hotel operations. Hotel and guestroom technologies provide increased management tools and data, to predict reservation demand, guest needs, and even when equipment might fail. While hotel technologies are increasingly automated, the use of technology is balanced by the consumer’s desire for the human touch in service. Adoption of hotel technologies is also limited by costs, the hotel workforce, and hotel organizational and ownership structures.
Stringam, B. B. & Gerdes, J. H. (2021). Hotel and guest room technology. In C. Cobanoglu, S. Dogan, K. Berezina, & G. Collins (Eds.), Hospitality & Tourism Information Technology (pp. 1–60). USF M3 Publishing. https://www.doi.org/10.5038/9781732127593
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