Abstract
The intense competition and unpredictable challenges in hotel operations in Sri Lanka have led to the need to adopt new technologies to provide better services to guests and maximise efficiency and effectiveness. Therefore, the main objectives of this study were to examine various Artificial Intelligence tools used in hotels in Sri Lanka, explore managers' perceptions of Artificial Intelligence, and identify barriers to the implementation of Artificial Intelligence in hotels in Sri Lanka. Using a purposive sampling, 15 managers of star category hotels in the Colombo district were selected and interviewed using a structured interview method to explore the objectives. The findings derived from the thematic analysis showed that hotels in Sri Lanka have limited knowledge of AI applications and that the respondents' perception of AI technology is still at an early stage where they doubt and question its effectiveness compared to human resource services. The study found that the use of AI technology has significant potential, especially in new and emerging hotels, as these new hotels tend to engage with tech-savvy guests compared to existing hotels in Sri Lanka. Moreover, technological advancements in artificial intelligence will undoubtedly lead to an unimaginable hotel experience that will increase guest satisfaction in Sri Lanka's hotel industry.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
