Artificial intelligence (AI) in Luxury Hospitality: Balancing Efficiency and Human Connection
Date
Authors
Harkison, Tracy
Supervisor
Item type
Journal Article
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Journal Title
Journal ISSN
Volume Title
Publisher
Auckland University of Technology (AUT) Library
Abstract
The luxury hospitality sector is being transformed by AI, driven by the need to enhance guest experience, improve operational efficiency, and address labour shortages. However, this transformation challenges the traditional, human-centric model of service in luxury hospitality. Technologies such as chatbots, virtual concierges, and predictive analytics allow for the customisation of services by analysing guest preferences, creating a highly personalised experience [1]. This efficiency, combined with being able to operate 24/7, strengthens the case for widespread adoption in the industry, but what does this mean for the human-centric service that luxury hospitality is built on?Description
Keywords
3508 Tourism, 35 Commerce, Management, Tourism and Services, 3504 Commercial Services, 3506 Marketing, Machine Learning and Artificial Intelligence
Source
Hospitality Insights, ISSN: 2537-9267 (Print); 2537-9267 (Online), Auckland University of Technology (AUT) Library, 9(1). doi: 10.24135/hi.v9i1.176
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Copyright (c) 2025 Hospitality Insights. This work is licensed under a Creative Commons Attribution 4.0 International License.