Tony Loeb

📌 AI platforms like ChatGPT and Perplexity offer solutions to simplify hotel selection for consumers, presenting pros and cons in response to queries. Hotels now need to ensure their data is accurate across all AI-utilized sources to maintain brand reputation and stay competitive. With AirBnBs facing issues like inconsistency and regulation-induced scarcity, hotels can leverage their consistency and data management to advantage in AI search results. A unified data approach for multi-location hotels is crucial to optimize their digital presence and cater to new AI search efficiencies expected by travelers.

📱 The 2024 Customer Engagement Technology Study predicts AI's significant impact on travel and hotels, enhancing personalization and efficiency. The Hotel Communication Network's AI-powered Navigator 2.0 tablets, called AiMe, offer voice-commanded services in multiple languages. At The Hospitality Show in San Antonio, Booth #1755, visitors can see AiMe in action. Key stats include 30% of consumers using AI to learn about hotels, and hoteliers focusing on guest loyalty (80%), employee productivity (76%), and safety (68%). AiMe aims to fulfill both guest and operator needs, potentially escalating service requests and integrating with safety systems. Technology ROI is complex, but HCN's DineIN program reports a 20-30% revenue increase, and their Guest Choice program saves 5% on labor costs.

💾 Dine Brands tripled tech spending since 2019; rolled out new POS to over 1,500 IHOP locations, launched website and app with loyalty program. CIO Justin Skelton detailed IHOP's use of Google Cloud Recommendations AI to improve online ordering nationwide. Born from the pandemic's shift, where 40% of revenue came from off-premises sales, the AI engine aimed for quick implementation and immediate ROI. It took Dine's IT team about 9 months to deploy, involving data cleansing and integrating details from 11 million loyalty members.

🏨 The 2024 Customer Engagement Technology Study forecasts AI's significant impact on travel and hospitality, enhancing guest services and personalizing experiences. Hotel Communication Network (HCN) introduces AI-powered Navigator 2.0 tablets, with voice command services in multiple languages. At The Hospitality Show in San Antonio, the AI Concierge named AiMe, using natural language processing, is showcased at Booth #1755. 57% of guests prefer voice-controlled room environments; 48% would use it to request services, 47% favor a chatbot for inquiries. Hotel operators aim for technology that boosts guest loyalty (80%), employee productivity (76%), and safety (68%). HCN's DineIN program can increase revenue by 20-30%, with a net gain of over $10 per room per month, and Guest Choice can reduce labor costs by 5% ($15-$30 per room). Digitalization also saves on printing costs and generates additional advertising revenue.