Abstract
In today's world, the hospitality industry is undergoing significant transformations driven by innovative technologies that open new horizons for enhancing customer service. Hotel management increasingly relies on digital solutions that improve the quality of services, personalize guest interactions, and refine internal business processes. Among the key technologies transforming the hotel sector, artificial intelligence, the Internet of Things, automation, and big data stand out. Their implementation fosters the effective development of hotels and enhances their competitiveness in the global market. In this context, studying contemporary innovations in hotel management, their impact on the customer experience, and analyzing the challenges associated with implementing cutting-edge technologies is a particularly relevant task for the academic community. This article aims to explore how innovative technologies transform the approach to customer service in hotels, specifically through the examples of hotel chains such as Hilton and Marriott International.
Published Version
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