Pages: 24

The rapid transformation in the field of artificial intelligence is significantly streamlining customer services and is inclined towards providing more personalised experience in the tourism and hospitality industry. This book chapter takes a closer look at how AI-driven technologies, such as chatbots and virtual assistants, are bringing about a revolution in customer service. It aims to assess customer expectations, satisfaction levels, and the overall effectiveness of AI in enhancing service quality, with a specific focus on customer perspectives. A mixed methodology was adopted for this chapter by integrating primary data obtained from in-depth customer surveys along with extensive literature research. It provides a comprehensive outlook on the advantages and difficulties related to the application of AI in customer care services. The results provide insightful information not just for business and industry professionals who aim to maximise the application of AI for better consumer experiences but also for academia, creating opportunities for future-oriented AI-based research.

Pages: 16

One of the major global challenges today, affecting both developed and developing nations, is waste management. The improper flow of compost piles significantly contributes to pollution in public spaces, especially before the initiation of quarantine measures. One promising approach to addressing the complex challenge of waste management is employing artificial intelligence (AI) technologies. This chapter investigates how artificial intelligence (AI) might benefit the sustainable economy and the status of food waste today. It highlights specific applications of Artificial Intelligence in supervising and augmenting food production and supply chains, restructuring surplus food from hotels and restaurants to those in need, and supporting sustainable economy initiatives. These technologies enable the optimisation of resource efficiency and a decrease in environmental impact, save the cost of food procurements and production, and contribute to developing a more equitable and sustainable food supply.

Pages: 18

Artificial intelligence has revolutionised hospitality sector operations through its transformative maintenance strategies. In order to increase operational efficiency, AI allows both cost reduction and enhancement of the overall guest experience, according to this chapter. The chapter studies the essential position of AI in its systems. The chapter demonstrates that a real-time data approach extends the operational lifespan of essential equipment assets. Nickel Bay Hotel can lower its equipment breakdown risks through predictive analytics while producing better maintenance schedules. Compared to traditional hotels, those using AI-powered maintenance systems have recorded up to 20 per cent savings in their total maintenance expenses and a 30 per cent decrease in equipment downtime. Furthermore, AI-driven systems achieve sustainability goals by reducing energy expenses by up to 15 per cent per instance. The chapter demonstrates statistical data about regular maintenance methods alongside AI-based systems in comparison. The comparison between conventional maintenance approaches and AI-powered maintenance systems becomes possible through an evaluation of their performance differences. Organisations that implement artificial intelligence for maintenance activities observe that the implementation of AI-based maintenance supports organisations to achieve 40 per cent enhanced maintenance performance and an increase in asset reliability of up to 25 per cent.

Pages: 10

This chapter explores various applications of AI in this sector, indicating how these innovations enhance customer service, speed up operational processes, and stimulate business development. Personal travel suggestions, customer service chatbots, dynamic pricing, virtual assistants, fraud detection systems, operational enhancements, sentiment analysis tools, intelligent travel companions, image recognition, and robotics are some examples of the most remarkable AI applications. AI algorithms are employed to analyse large data arrays and offer tailored travel suggestions that enhance the pleasure of travellers. 24/7 customer service chatbots and virtual assistants make customer service channels more convenient and accessible. The use of AI guarantees a safe and effective travel experience through operational simplification and fraud prevention. Sentiment analysis tools follow comments and social media posts to provide valuable insights in order to improve services. AI-powered intelligent travel companions enhance itinerary planning with real-time information and alternative suggestions. Image recognition technology assists with contextual information delivery, sign translation, and landmark identification.

Pages: 11

Safety and security of tourists is one of the major concerns in the tourism sector, as tourists are often facing unfamiliar situations and surroundings that increase their chances of falling victim to accidents, crime, or other such related hazards. Tourists and travellers may be unaware of local laws, customs, or safety practices, making them more susceptible to such risks. Tourism often involves crowded public spaces, such as airports, railway stations, popular landmarks, and transportation hubs, which require robust security measures to prevent crime and ensure public safety for all stakeholders. Providing a secure environment helps in bridging these gaps and ensures a smoother travel experience. This chapter is an attempt to study the various AI tools such as Chatbots and Virtual Assistants, Customer Sentiment Analysis, Facial Recognition Systems, Intelligent Mapping and Navigation Tools, and Translation Apps, which are being practiced at different locations to ensure safety and security for tourists and destinations.

Pages: 28

This study presents a comprehensive analysis of ethical AI practices, transparency, scepticism, and personalisation contributions in enhancing tourist experiences in the tourism industry. Leveraged with Structural Equation Modelling (SEM), the research validates a theoretically grounded and statistically robust model through high construct reliability, convergent and discriminant validity, and significant mediation effects. A balanced demographic sample of 680 respondents, predominantly digitally literate and urban, provided an inclusive base for assessing stakeholder perspectives on AI-enhanced guest experiences. Statistically, it came to notice that AI-driven personalisation significantly enhances customer satisfaction, while both ethical AI practices and transparency strengthen trust in AI systems. Interestingly, AI scepticism was found to positively influence trust, suggesting that critical evaluation may lead to more reasoned acceptance of AI solutions. Trust in AI emerged as a key mediator, reinforcing its impact on both satisfaction and the likelihood of AI adoption. Satisfaction, in turn, was shown to drive customer loyalty, ultimately enriching the overall experience. The mediation analysis underscored the indirect effects across multiple pathways, revealing that satisfaction and loyalty are critical links between AI personalisation and positive customer experiences. Notably, pathways such as Ethical AI → Trust → Satisfaction → Loyalty → Customer Experience emphasised how ethical and transparent AI strategies foster emotional connection and sustained engagement. From a managerial viewpoint, the findings advocate the holistic approach of AI integration in tourism, embraced with ethical conduct, user transparency, and trust. For researchers, the nuanced role of scepticism introduces a fresh perspective in AI acceptance frameworks. This study contributes a validated, stakeholder-informed model that supports the development of human-centred AI systems, laying the foundation for more meaningful, ethical, and trust-driven guest experiences in tourism.

Pages: 21

This chapter is an attempt to determine the impacts of Technology Readiness Index (TRI) dimensions—optimism, innovativeness, discomfort, and insecurity—on travellers' overall experience across the Pre-Travel, During-Travel, and Post-Travel areas. The data, collected through a structured survey from the leisure engagement of 282 tourists using convenient sampling, were analyzed using partial least squares structural equation modeling (PLS-SEM) via the Smart PLS 4.0 package. The research demonstrates that optimism is the primary influence in adopting AI tools pre- and during the trip, whereas innovativeness increases engagement with tools after the trip. Discomfort is a barrier to the use of AI tools before and during the trip; however, it increases engagement with the tool or app after the trip. Insecurity has little to no influence on using AI tools in transportation settings, indicating that functionality and user-friendliness are more important than privacy. Tourism providers should focus on easy-to-use AI tools that demonstrate obvious benefits to harness the optimism of travelers. Targeting experienced travelers, it may be beneficial to take advantage of advanced features related to their trip after travel ends and to reduce discomfort for travelers by using an intuitive pre-trip interface. In addition to these issues of discomfort, providers can also reduce concerns around insecurity by ensuring that data or information handling practices are transparent. These tools will help drive true AI adoption through each stage of travel, improving overall customer experience and customer engagement in a tourism context. This research expands the theoretical research of the Technology Readiness Index on travelers' overall experience across the Pre-Travel, During-Travel, and Post-Travel dimensions.

Pages: 10

The progression of culinary operations in high-end luxury properties reflects a wider revolution of innovation driven by technological advancements. In the earlier stages of culinary, such kitchens operated incorporating manual methods and equipment, relying mainly on the intuition of the chef and basic levels of automation, often resulting in varying service delivery to the guests, inefficient and ineffective resource management, and extensive food spoilage and wastage. The development and incorporation of cutting-edge technologies—specifically Artificial Intelligence (AI), Machine Learning (ML), Internet of Things (IoT), Augmented Reality (AR), and Virtual Reality (VR)—have catalyzed a paradigm shift towards smart AI-integrated kitchens, enabling enhanced efficiency, guest personalization and modifications, and sustainability. This chapter critically emphasizes studying the past, present, and future courses of Smart/AI-driven/kitchen implementation in the luxury hospitality sector. It focuses on how AI-enabled food waste monitoring setups, such as KITRO and Winnow Vision, have played a role in significantly reducing food wastage and operational costs. Correspondingly, the use of predictive projections for energy consumption, IoT-empowered inventory supervision, and AI-assisted menu planning has aided luxury hotels in aligning operational objectives with wide-ranging sustainability initiatives. Technologies such as AR and VR, to a great extent, are revolutionizing the process of educating staff, kitchen design/layout planning, and immersive customer experiences, increasing the consistency and creative aspects of culinary services. It concludes by asserting that smart kitchen arrangements are no longer elective enhancements but essential factors of competitive edge in luxury hospitality. In a digital and sustainability-driven market, such technologies are beneficial for enhancing performance, advancing ecological goals, and meeting heightened customer expectations. The chapter ultimately contends that the forthcoming era of luxury hospitality relies on the calculated, thoughtful implementation of these innovations, amalgamating culinary practices with technological progression to achieve operational quality and environmental responsibility.

Pages: 9

The progression of culinary operations in high-end luxury properties reflects a wider revolution of innovation driven by technological advancements. In the earlier stages of culinary, such kitchens operated incorporating manual methods and equipment, relying mainly on the intuition of the chef and basic levels of automation, often resulting in varying service delivery to the guests, inefficient and ineffective resource management, and extensive food spoilage and wastage. The development and incorporation of cutting-edge technologies—specifically Artificial Intelligence (AI), Machine Learning (ML), Internet of Things (IoT), Augmented Reality (AR), and Virtual Reality (VR)—have catalyzed a paradigm shift towards smart AI-integrated kitchens, enabling enhanced efficiency, guest personalization and modifications, and sustainability. This chapter critically emphasizes studying the past, present, and future courses of Smart/AI-driven/kitchen implementation in the luxury hospitality sector. It focuses on how AI-enabled food waste monitoring setups, such as KITRO and Winnow Vision, have played a role in significantly reducing food wastage and operational costs. Correspondingly, the use of predictive projections for energy consumption, IoT-empowered inventory supervision, and AI-assisted menu planning has aided luxury hotels in aligning operational objectives with wide-ranging sustainability initiatives. Technologies such as AR and VR, to a great extent, are revolutionizing the process of educating staff, kitchen design/layout planning, and immersive customer experiences, increasing the consistency and creative aspects of culinary services. It concludes by asserting that smart kitchen arrangements are no longer elective enhancements but essential factors of competitive edge in luxury hospitality. In a digital and sustainability-driven market, such technologies are beneficial for enhancing performance, advancing ecological goals, and meeting heightened customer expectations. The chapter ultimately contends that the forthcoming era of luxury hospitality relies on the calculated, thoughtful implementation of these innovations, amalgamating culinary practices with technological progression to achieve operational quality and environmental responsibility.

Pages: 10

Using blockchain technology as a tool for improving transparency, security, and operational efficiency in the hospitality industry is the focus of this study. Blockchains reduce the reliance on third parties and decentralize data management, improving productivity and reducing costs for the industry. Several aspects of blockchain are discussed in the chapter, including its fundamental principles, its applications in hospitality, and its advantages—from secure payments to personalized guest experiences to loyalty programs that work efficiently. Furthermore, the plan addresses obstacles to adoption, such as cost, scalability, and resistance from the organization. As a final point, the study highlights the potential of blockchain technology in reshaping service delivery and positioning hospitality companies as industry leaders in the digital age.

Pages: 15

This study analyzes the impact of AI-powered customer service on consumer perception within the Indian hospitality sector, focusing on JW Marriott, Mumbai. Using a quantitative, survey-based approach, primary data was collected from 293 hotel guests through a structured questionnaire comprising 15 Likert scale-based statements measuring key AI service attributes. Data analysis was conducted using SPSS (version X), with Multiple Linear Regression applied to determine the influence of AI attributes on consumer perception. The results revealed that factors such as AI preference, customization, minimal delays, prompt response, accuracy, personalized recommendations, and independence significantly shape consumer attitudes, with the regression model yielding an R-squared value of 70.3%, indicating strong explanatory power. Interestingly, trust in security, customer appreciation, and trust in information did not show significant effects. The study offers practical implications for hospitality managers, AI developers, and policymakers by providing actionable insights to enhance AI-driven customer experiences in luxury hotels through efficiency and personalization. Notably, it identifies AI preference and customization as the most influential predictors of consumer perception, challenging traditional concerns over AI security by emphasizing the role of brand reputation in fostering guest confidence.

Pages: 13

Travel landscape is transforming with the increased use of digital technologies. One example can be seen in the emergence of virtual airport tours - an innovative solution for improving passenger’s preparedness. This study investigates the perceptions and expectations of Indian air passengers towards virtual airport tour as a pre-flight familiarization tool. India is experiencing a rapid rise in first-time flyers, particularly from tier 2 and tier 3 cities; there is increased need for user-friendly, web-based accessibility orientation tool. With Technology Acceptance Model (TAM) as a reference, this study analyzes relationship between three key variables: Perceived Usefulness (PU), Perceived Preparedness (PP), and Intended Use (IU). A structured questionnaire was administered online and data was gathered from 203 respondents, primarily younger and tech-savvy travelers. The findings show a strong positive correlation between PU and PP, and a moderate association between PU and IU. Respondents prefer mobile based platforms, emphasizing convenience and ease of use. However, elderly passengers have expressed concerns like language barrier, data privacy, and digital literacy. The findings of this study suggest that virtual airport tours adoption can play a significant role in enhancing the confidence of air passengers. This study offers actionable insights for airport authorities, tech developers, and policymakers aiming to implement or scale such tools in the Indian aviation sector.

Pages: 12

The integration of Artificial Intelligence (AI) in smart tourism has led to a paradigm shift in traveler-service provider interaction mediated through AI-enabled tools for personalized itinerary design, among other things. This study examines the role of human-AI co-creation in elevating customer satisfaction by understanding the collaborative experience of travelers with AI systems. Much of the previous research has focused on system efficiency, perceived usefulness, or technology acceptance, with little to no consideration given to the quality of co-creation in terms of customization, responsiveness, and user control, and how these dimensions affect satisfaction with AI-assisted travel planning. In taking this approach, a structured questionnaire was developed with a 5-point Likert scale and directed to travel planners who have used AI tools. Responses reflect perceptions regarding co-creation quality, satisfaction, and interaction specifics. Pearson Correlation will be applied to test the direct link between Human-AI Co-Creation and customer satisfaction. Structural Equation Modeling (SEM) will further illustrate how particular co-creation elements (customization, responsiveness, and control) influence customer satisfaction. Understanding these phenomena gives an insight into the co-creation experience from the perspective of real users, and it is expected that contingent knowledge will provide a practical application of what can be identified in academia. It can thus be expected that meaningful collaboration between humans and AIs leads to elevated customer satisfaction, with user empowerment through personalization and control being very critical in that context. The insights can assist in guiding tourism companies and AI developers in designing systems for travel planning that are intuitive, engaging, and satisfaction-driven.

Pages: 12

The hospitality industry is evolving with the addition of artificial intelligence (AI), transforming guest experiences and influencing brand loyalty. This study explores how artificial intelligence tools like chatbots, personalized marketing, and smart room technologies impact guest satisfaction and loyalty. Using a mixed-methods approach, the research combines a comprehensive literature review with statistical analysis, including regression and analysis of variance, to assess the relationship between AI adoption and consumer behaviour. Findings suggest that AI enhances guest experiences by offering efficient and personalized services, which positively influence satisfaction and loyalty. However, concerns such as data privacy and the loss of human touch may undermine these benefits if not properly managed. The study offers practical insights for hospitality professionals on using AI to build stronger customer relationships and provides a foundation for further academic inquiry. It also highlights ethical considerations relevant to policymakers, emphasizing the need for responsible and transparent AI deployment in service-oriented settings.

Pages: 19

The automation of services, taking advantage of the significant opportunities offered by artificial intelligence and other industry technologies, is receiving increasing attention from both academics and practitioners. There is now much more interest in the topic as AI can increase worker productivity by automating monotonous jobs so that employees can concentrate on more complicated client needs. The purpose of the study has three goals in consideration: (i) to provide an overview of AI in the hospitality industry; (ii) to provide the areas of hotels enhanced by AI; and (iii) to provide the effect of an AI-powered HR system on employee performance optimization.