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The invisible manager: how AI is running hotels without replacing humans
Hotel chains are increasingly rolling out AI tools across various operations as rising costs and tighter margins push them to find efficiencies in existing systems. Global operators in India are scaling similar capabilities.
Bigwigs like Radisson Hotel Group and Wyndham Hotels & Resorts are now using data-driven systems for demand forecasting and dynamic pricing, while BWH Hotels, too, is deploying technology across digital platforms to strengthen revenue management and monitor operations.At Radisson Hotel Group, AI is being piloted across select properties with measurable outcomes. “We are able to optimise costs by around 18-25%,” Nikhil Sharma, managing director and chief operating officer, South Asia, told Mint.The chain is deploying AI-driven virtual assistants that allow guests to access 24/7 support through QR-enabled chatbots.
Smart room technologies and digital self-service tools speed up check-in and check-out, while giving guests greater control over their rooms. On the operational side, tools such as Google's Gemini analyse data for demand forecasting and revenue optimisation.
AI also supports pricing strategies, targeted marketing, talent management and sustainability initiatives. AI-enabled food waste tracking, for example, is being integrated with property management systems to align supplier orders with occupancy trends.Overall, the objective is to use AI to drive efficiencies, while ensuring that technology enhances don't replace the human touch that defines Radisson Hotel Group' hospitality, Sharma added.The industry-wide push comes as margins tighten.
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