VILLAGERS MONTESSORI COLLEGE

Department of Business Administration

GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

The Future of Artificial Intelligence: its Impact in the Day-to-Day

Operation of Selected Hotels in Quezon City

A Research Paper
Presented to the Faculty of the Villagers Montessori College
Dasol St. GSIS Village, Project 8
Quezon City

In Partial Fulfillment of the requirements for the Degree

Bachelor of Science in Hospitality Management

By:

Richard Kian David

Bea Victorio
Margaret Cadag
Christine Shane De Leon
December 2024
 VILLAGERS MONTESSORI COLLEGE
Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

Chapter 1

THE PROBLEM AND ITS BACKGROUND

Introduction

Artificial Intelligence (AI) which has recently gained incremental

importance in almost all industries including the hospitality industry. Due to the

increasing need and focus for better experiences, improvements in operational

efficiency and the quest to stay relevant in the market, there’s growing adoption

of AI technologies by hotels. The purpose of this research is thus to identify how

adoption of AI will shape the future of the hotel industry and how the technology

can transform the existing operations of the hotels.

Across several industries, including the hospitality sector, artificial

intelligence (AI) has become a disruptive force in recent years. AI is being

incorporated into more and more company operations as technology develops,

transforming service delivery and increasing operational effectiveness. There is

no exception in the hospitality sector, especially in hotels. In order to stay

competitive in a market that is changing quickly, hotels are increasingly using AI

technology because of their emphasis on the guest experience, operational

effectiveness, and service excellence.

By automating processes, boosting client interactions, improving

personalization, and simplifying internal operations, artificial intelligence is

revolutionizing the hotel sector. Artificial Intelligence has the ability to greatly

improve hotel operations on a daily basis, from chatbots and virtual assistants to
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Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

predictive analytics and automated check-in/check-out systems. Hotels have a

rare chance to improve the visitor experience, boost revenue, and run more

effectively in a setting that is becoming more and more competitive thanks to this

surge of technological innovation.

It is anticipated that technology advancements, including AI-powered

technologies, would allow companies operating in the digital economy to shift to

more digital methods of controlling, organizing, and functioning as well as

supporting transformation in a number of organizational processes (Attaran,

2020; Rosário & Dias, 2022). Additionally, because to advancements in big data,

robotics, and artificial intelligence, the hospitality sector is changing quickly (Reis

et al., 2020). By enhancing hotel and tourist operations and management

systems, for example, artificial intelligence (AI) transforms the hospitality sector

into an intelligent hotel and tourism sector (Ruel & Njoku, 2021). Additionally, in

order to synthesize important performance metrics, the hospitality industry has

integrated AI and computerized processes into systems like revenue

management, property management, and customer relationship management.

As AI-powered smart services and robotics, like AI-based chatbot

technologies, are used to support human intelligence and physical capabilities,

AI is also used to enable service innovation in the hospitality industry's delivery

of personalized services (Chi et al., 2020; Pillai & Sivathanu, 2020).

Furthermore, employee productivity is significantly impacted when AI

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 VILLAGERS MONTESSORI COLLEGE
Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

technologies are used to provide services in the hotel sector. Understanding

how AI technologies can

impact service quality, customer satisfaction, and loyalty through employee-

related outcomes like employee engagement, productivity, and service quality is

crucial because AI service quality greatly contributes to overall service quality in

the hospitality industry through employee service quality (Prentice et al., 2020).

AI is therefore essential for the hotel sector in a number area.

Artificial intelligence's explosive growth has caused profound shifts in a

number of global businesses, including the hospitality sector. Research on the

effects of AI on mid-sized and smaller hotels in regional markets like Quezon

City is noticeably lacking, despite the fact that most of the attention has been on

larger worldwide hotel chains. Given that Quezon City is a significant urban

center with a wide range of hotels serving various clientele, knowing how AI is

being used here would offer important insights into the local hospitality scene.

Given the increased dependence on digital technologies and the rising

demands of visitors for seamless, customized experiences, this study is

relevant. Like many other hotels worldwide, Quezon City's hotels are struggling

to incorporate AI into their operations while maintaining the human element that

is crucial to hospitality. This study will advance our knowledge of artificial

intelligence's function in the hospitality sector, especially in the Philippines, by

examining the ongoing AI activities in these establishments.

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Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

Background of the Study

The hotel industry has always been very active in implementing new

technologies that would reduce guest complaints as well as increase

organizational effectiveness. New technologies have already supported the

industry since the adoption of property management systems in the 1970s right

to the central reservation systems of the 2000s (Buhalis & Law, 2008).

Over the last few decades, AI has received a lot of interest as the world

progresses in its ability to automate processes, offer customized solutions, and

materialize predictive analytic. The Global AI market in the hospitality industry,

was $1.06 billion in 2019 the market size was approximately $6 billion and

further expected to grow up to $11 billion. 65 billion by 2027, growing at a CAGR

of 34 percent On the basis of region, the global market has been segmented into

North America, Europe, Asia Pacific, South America, and the Middle East &

Africa from 2020 to 2027, and according to Allied Market Research it is 8%. The

development of the AI technologies, and growing the awareness of the

consumers to be served as well as the demand for improved solutions that can

maintain all the gaps between the point at which a guests book the hotel, walk in

and the time they leave have favored the adoption of AI in hotel business. The

use of AI was considered by the hotels because it will not only increase their

organizational efficiency, but also provide customer experience (Ivanov &

Webster, 2017).

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 VILLAGERS MONTESSORI COLLEGE
Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

Technological advancement particularly the invention of AI in the operation

of a hotel has the ability to solve some of the oldest problems hindering the

smooth run of this industry. For example, there has been chronic cases of

shortage of labour force and high rate of turnover, especially in the area of

hospitality. Such pressures can, for instance, be minimized by automation

through AI-assisted solutions, therefore freeing the human-staff to attend to

guest-related tasks of higher importance (Lukanova & Ilieva, 2019). In addition,

the COVID-19 has also fueled contactless solutions in the hotels and most of

them incorporate the use of artificial intelligence tools. Such smart applications

as voice-controlled room features, robotic delivery services are not only making

it safer, but also are changing the way the guests experience the hotel (Jiang &

Wen, 2020). Nevertheless, the employment of AI in the hospitality is not without

its several difficulties. Issues such as data privacy, high initial costs and effects

on employment can be noted as relevant disadvantages that should be

considered. Further, there is a conflict between AI and efficiency and a human

factor, which is crucial in the hospitality sector (Tussyadiah et 2020).

With the progression of AI technologies the incorporation of such technologies in

the management of hotels is likely to become more complex ad prevalent. This

research aims to find out the possible changes that AI might bring in the future

for operations of the hotel industry taking into account the advantages and

disadvantages of its application.

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 VILLAGERS MONTESSORI COLLEGE
Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

As a study on integrating AI technology in the context of the hotel industry,

this research will hopefully produce a benefit to the practitioners such as

hoteliers, technology vendors, and policy makers to cope with the dynamic

nature of the hospitality industry during the new era of artificial intelligence.

Knowledge of how the execution of artificial intelligence in hotels may be utilized

and what its drawbacks or further advancements may be in the future, will be

important for establishing the right actions which can encourage the use of these

technologies and use them in the hotel industry with successfully and minimum

drawbacks and apply the ethical issues.

Theoretical Framework

Artificial Intelligence (AI) is redefining the traditional operational

methodologies in various sectors, and the hospitality industry is no exception.

Within this dynamic framework, where meeting and surpassing customer

gratification is mandatory, AI’s transformative role becomes increasingly salient.

Through resource optimization, cost minimization, task-enhancement, and

personalization solutions in hotels, AI emerges as a game-changer in redefining

the place of lodging with heightened efficiency and effectiveness. A careful

analysis of unique industry dynamics is essential to fully realize the alluring

benefits of AI and tackle the hazards it poses to future growth and sustainability

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Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

in the industry. A comprehensive comprehension of these driving forces is

imperative for stakeholders seeking to anticipate how these pivotal elements will

mold management in hotels as well as prospects for intelligence tourism

(Warrier, 2023).

AI and Hotel Operations

Artificial Intelligence (AI )is an enabler of operational efficiency in hotels,

ensuring tasks happens seamlessly to augment the customer experience. Most

hospitality businesses increasingly use robots and intelligent chat bots for

repetitive front-office activities. These pioneering technologies are streamlining

and ensuring round-the-clock customer assistance at the front desk. For

instance, stating general inquiries such as “Where is the dining space?” and

“Which room is next to mine?” are now an automatic, quick, and scalable

solution. These applications enhance the custodian experience while

simultaneously allowing hotel employees to provide more vital and creative

services. According to Zhang et al. (2022, p.2), “by accessing new data sources,

deriving information by data fusion and block chain technology, and applying to

distributed routed optimization solutions, these AI hotel room cleaning robots

can accurately perceive the surrounding environment and spatial status and plan

the cleaning service in an efficient and intelligent manner.” The intelligent

cleaning robots exemplify the use of AI in optimizing operational efficiency and

elevating customer experience in hotels.

AI is Revolutionizing Custodian Experiences

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Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

Artificial Intelligence (AI) is a revolutionary pioneering force shaping guest

experiences in hotels by facilitating bespoke personalization. Hotels achieve

individualized stays using customer data from past bookings, social media

interactions, and reviews. AI analyzes and predicts guest behaviors, allowing

room arrangements, dining options, and recreational activities tailored to

individual preferences (Tuzunkan & Taspinar, 2019). According to Adams

(2021), to have the most pleasant and seamless tourist experience possible,

hotels rely more heavily on research and data assessment, including real-time

and historical information. Such involvements augment guest gratification and

builds enduring loyalty. Moreover, AI enhances guest experiences by

automating regular tasks, reducing wait times, and allowing hotel employees to

focus on creating significant experiences. AI facilitated voice assistants in rooms

are changing how visitors interact with them, functioning as butlers undertaking

operations like adjusting lighting, ordering dining, and accessing nearby

attractions (Tuzunkan & Taspinar, 2019). Through tailored provisions and

automation, AI is revolutionizing guest experiences, positioning hotels to cater

customer aspirations more effectively and seamlessly. AI will be pivotal in

molding the landscape of hotel management, inquiring the collective intelligence

amalgamation of reference tools and custodians involved. Although the

motivations, potentials, hazards, and impacts of AI for hotel stakeholders are

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 VILLAGERS MONTESSORI COLLEGE
Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

diverse, mutual understanding and awareness are mandatory. The hospitality

industry can maneuver the alluring AI technological route more confidently and

judiciously. Nonetheless, in the milieu of technological progression or complex

extant AI systems, hospitality stakeholders are entailed to upscale their

participation and comprehension in AI technicalities. Therefore, extensive

stakeholder engagement will facilitate decoding the primary struggles and

dynamics that motivate the rise of AI in the hospitality segment.

Conceptual Framework

An important thing to be done during the process of producing an effective

in Artificial Intelligence is knowing what the common safety are, and security

being implemented by the Hospitality Management. It also to know and

understand a research problem, develop a hypothesis, and analyse their data

also help to organize the ideas. The research paradigm below shows what the

conceptual framework wants to communicate the researchers will apply the

Input-Process-Output model in the study.

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Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

Figure 1. Conceptual Framework of the Study

Input, the input for the study includes demographic data such as age, gender,

civil status, and educational background of respondents. It also a cognitive

ability to have a significant impact on how staff

think about questions and produce answers, thus they are important in predictin

g answer behaviour. And as if the past answering patterns often individual give

similar answers to comparable questions.

Process, involves collecting data through interviews with Hotel Management

staff and the survey also consisted of the evaluation of the common safety and

security on how to improve in their workplace using the following data gathering

instruments: 1.) Questionnaire 2.) Interview 3.) Collection data 4.) Evaluation of

data
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Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

Output, the output of the study indicates the achievements of performance

targets in the Hotel Management also the challenges and potential solution

insights. Additionally, the study aims to predicted answers pattern the profiles

and question features.

Objectives of the Study

This study will examine the role of Artificial Intelligence in day-to-day

operation of selected hotels in Cubao, seeking to understand how technology

affect the hospitality industry

Specifically, the study aims to achieve the following objectives:

1. To identify the demographic profiles of the respondents in terms of:

1.1 Age;

1.2 Gender;

1.3 Civil Status; and

1.4 Educational Background

2. To know the areas that the Hotels implemented AI on in their day-to-day

operations.

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Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

2.1. Front desk and check-in automation

2.2. Personalized guest recommendation

2.3. Housekeeping and room service automation

2.4. Customer service/chatbots

2.5. Improve marketing campaigns

2.6. Concierge robots

2.7. Predictive maintenance

2.8. Revenue management and;

2.9. Dynamic pricing

3. To know if the implemented AI (those in #2) by the Hotels have impact on

marketability

4. To classify if which AI-driven technologies do you believe will have the

most influence on the future of hotel operations?

4.1. Robotic service staff (e.g., cleaning robots, delivery bots)

4.2. Advanced AI-powered booking platforms

4.3. Voice-activated room controls and assistants

4.4. AI-driven marketing and personalized offers

4.5. Predictive analytics for guest behavior

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Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

4.6. Peer to peer network

4.7. Virtual agents

4.8. Biometrics

4.9. Machine learning

5. To determine the primary concerns about the future use of AI in the hotel

industry?

5.1. Job displacement for human staff

5.2. Ethical concerns over data collection and use

5.3. Over-reliance on technology leading to loss of personal touch

5.4. Cybersecurity risks

5.5. Technological limitation

5.6. High implementation cost

5.7. Lack of Ai transparency and Explainability

5.8. Workforce displacement and skill gaps

5.9. Navigating AI challenges

6. To know if AI has positively impacted the operations of Hotel.

7. To propose a guideline on the impact of AI on Hotel operations

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 VILLAGERS MONTESSORI COLLEGE
Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

Scope and Limitations of the Study

This study investigates how several hotels in Quezon City, Philippines,

use artificial intelligence in their daily operations. Due to their increasing use of

AI technology to improve their competitiveness in the market, mid-range and

business hotels will be the primary focus of the study.

The study's scope includes examining AI-driven customer care (chatbots,

virtual assistants), automated check-in/check-out systems, back-office

automation tools, and predictive analytics for demand forecasting. But this

research will not address technology that fall outside of these categories, such

those pertaining to sophisticated robotics or AI-powered marketing tactics.

This study will use surveys, interviews, and observation as research

techniques to collect data from a variety of hotel employees, management, and

visitors. Even though the study will shed light on present AI uses, it will not

foretell or predict specific trends in AI adoption outside of the current

technological context. The study will also only focus on Quezon, which might not

accurately reflect developments throughout the Philippines.

Significance of the Study

Country. This study is to be highlighted in the country which will help by

determining how well-organized and development are actually taking place and

impact on the good name of a country itself. In addition it is suitable

internationally because it can be applied to different countries that want to have

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Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

big development in their nation.

Employee's. The employees will benefit from the study because they will gain

knowledge on how to keep up in the modern world so that their jobs will be

easier.

Environment. From this study, it will be very useful for an environment with less

pollution, which does not need to use a pollution machine, the only Artificial

Intelligence(AI) will be used and all that is needed is electricity.

Hotel’s Competitiveness. The importance of hotel competitiveness in the same

section further drives home how adopting Artificial Intelligence(AI) can increase

marketability and help hotels to be able to position themselves in a better

marketplace and satisfied guests stick around far longer.

Hotel Businesses: Hotels can better understand and cater to this diverse group

of audiences, easily accessing what they need, improving guest experiences

and optimizing revenue.

Larger Geographic. This study using larger geographic helps to expand to gain

more

respondents.

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Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

Future Researchers. Can use this study as a reference point for designing

more targeted investigations into the complexities of hotel industry making in a

technology

driven era.

Chapter 2

REVIEW OF RELATED LITERATURE AND STUDIES

This chapter presents a review of related literature and studies, followed by a

synthesis of their relevance to the reviewed literature and studies

Chapter 3

RESEARCH METHODOLOGY

This chapter provides a thorough overview of the demographic, sample

size, sampling strategy, and research methodology employed in the study.

Additionally, the study's instrument and respondents have been detailed by the

researchers. At last, a detailed presentation and discussion are given of the

statistical and data collection process used in this work.

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Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

Methods of Research

The researchers used interviews with closed-ended questions in a

predetermined manner in addition to standardized questionnaires. The purpose

of this approach was to learn more about the application of artificial intelligence

(AI) in hotels. It performs effectively in research projects that aim to unearth

information and correctly analyze findings. Given that this study looks at how AI

apps affect guest experience management, the descriptive research approach is

the most appropriate for making suggestions based on the results.

Population, Sample Size and Sampling Technique

Using Purposive Sampling, the researcher recruited one hundred hotel

staff members to fill out the questionnaire. Using a non-probability sampling

technique called purposive sampling, researchers deliberately select participants

based on their familiarity with, expertise in, or understanding of the study

question. It is occasionally called selective or judgmental sampling. This method

is commonly used in qualitative research when specific characteristics or data

from the sample are required to achieve the objectives of the study.

Description of Respondents

The respondents of this study are 100 employees at selected hotels in Quezon

City. They were asked to fill out a questionnaire ___. The researchers are

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GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

confident that the respondents will provide the study with accurate and valuable

data.

Presented in the following tables are the breakdowns of the respondents

as to Age level, Gender, Civil Status, and Educational Attainment.

Table 3.1

Customer Respondents as to Age

Age Level f % Rank

25 and below 40 40 1
26 – 30 37 37 2
31 – 35 19 19 3
36 – 40 3 3 4
41 – 45 1 1 5

Total 100 100

Table 3.1 presents the frequency and percentage distribution of the customer

respondent description as to age level.

As noted on the table, rank 1 are those respondents at the “25 and below”

bracket with 40 respondents out of 100 or equivalent to 40 percent. In Rank 2

are those in the “26-30” bracket with 37 respondents which is equivalent to 37

percent. Completing the ranking at Rank 3 are those in the “31-35” age bracket

with 19 respondents which is equivalent to 19 percent.

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Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

.The next largest group of respondents is from the 26-30 age bracket with the

frequency of 37 people averaging 37 percent. The 3rd rank is ‘31-35’ with 19

respondents out of 100 which is equivalent to 19%. The 4 th rank is ‘’36- 40” with

3 respondents out of 100 equivalent to 3%. The 5 th rank is “41-50” with 1

respondent out of 100 equivalent to 1%.

It shows that the majority of our respondents are from the bracket of “25 and

below, This means that these people the young age experience working with

the hotels that utilize Artificial Intelligence in the work place.

Table 3.2

Customer respondents as to Gender

Gender f %

Male 44 44%

Female 54 54%

LGBT 2 2%

Total 100 100

Table 3.2 shows that frequency and percentage distribution of the clients

respondents description as of gender.

It shown on the table, the female has 54 respondents out of 100

participants which equivalent of 54% percent and for the male 44 respondents

out of 100 participants which equivalent of 44%. The LGBTQ has 2 respondents

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Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

out of 100 participants which equivalent of 2%.The data shows that the majority

of the respondents who answered our surveys questionnaire are Female and

currently working in hotels that the incorporating Artificial Intelligence into their

operations. This suggest that women in the Hospitality Industry are actively

engage in environments where AI is being utilize potentially shaping their work

experience and perspective technology in the workplace.

Table 3.3

Customer Respondents as to Civil Status

Civil Status f % Rank

Single 76 76% 1

Married 24 24% 2

Total 100 100

Table 3.3 presents the frequency and the percentage distribution of

the customer respondent description to civil status.

It shown on the table, The single participants has 76 respondents out of

100 which equivalent to 76%. The Married participants has 24 respondents out

of 100 which equivalent to 24%. According to the Data a majority of our

respondents are unmarried and work in Hotel that use Artificial Intelligence.
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Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

Table 3.4

Customer Respondents as to Educational Attainment

Educational Attainment f % Rank

College Graduate 61 61% 1

College Units 24 24% 2
High School 8 8% 3
Master Units 4 4% 4
Vocational – Technical Grad. 3 3% 5

Total 100 100

Table 3.4 presents the frequency and percentage distribution of the

customer respondent description as to educational attainment.

It shown on the Table, The College Graduate participants has 61

respondents out of 100 which equivalent to 61%. The College Units participants

has 24 respondents out of 100 which equivalent to 24%. The High school

participants has 8 respondents out of 100 which equivalent to 8%. The Master

units has 4 respondents out of 100 which equivalent to 4%. The Vocational -

Technical Graduate participants has 3 respondents out of 100 which equivalent

to 3%.

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 VILLAGERS MONTESSORI COLLEGE
Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

Chapter 4

PRESENTATION, ANALYSIS, AND INTERPRETATION OF DATA

This chapter analyzes and interprets the information acquired about the

use of artificial intelligence (AI) in the hotel sector. This chapter's primary focus is

on the future role of artificial intelligence (AI), its applications, and the

operational impacts it is expected to have on hotels' day-to-day operations. It

looks at both qualitative and quantitative data sources, including surveys,

interviews, and industry studies, to offer insights into how AI may change hotel

management, customer service, and operational efficiencies.

The gathered data are presented in tabular forms. Each table was given

its corresponding interpretation and analysis. The question regarding the profiles

of the respondents is presented in Part 1, the question about areas of the hotels

that implemented AI and its impact in marketability on Part 2. The question

about AI driven technologies that believes will have the most influence in the

future in Part 3. The primary concern about Artificial Intelligence on Part 4, and

the positively impact of hotel operations in Part 5.

Objective 2. To know the areas that the Hotels implemented AI on in their

day-to-day operations

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Project 8, Quezon City, Philippines

Table 4.1

Areas that the hotels implemented AI

Indicators f % Rank

Front desk and 54 12% 4.5

check-in
automation
Personalized 56 13% 3
guest
recommendation
Housekeeping 65 15% 1.5
and room service
automation
Customer 67 15% 1.5
service/chatbots
Improve 55 12% 4.5
marketing
campaigns
Concierge robots 46 10% 6

Predictive 37 8% 7
maintenance
Revenue 30 7% 8.5
management
Dynamic pricing 33 7% 8.5
Average weighted 443 100
mean

The Table 4.1 presents the frequency and percentage distribution of the

areas that the Hotels implemented AI on in their day-to-day operations.

The rank 1.1 is the Housekeeping and room service automation with 54

respondents out of 100 which equivalent to 12%, another rank 1.1 is the

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Customer service chatbots with 67 respondents which equivalent to 15%. The

rank 3rd is Personalized guest recommendation with 56 respondents equivalent

to 13%. The rank 3 is the Front desk check-in automation with 54 respondents

with 12%, another rank 4.5 is the Improve marketing campaign with 55

respondents which equivalent to 12%.

The top three AI applications include chatbots for customer service,

personalised guest recommendations, and housekeeping and room service

automation. Customer satisfaction is directly and objectively increased by all

three. The core of the hotel business is delivering an amazing experience, which

is what these AI focus on. By automating important operations, these AI

technologies improve service delivery, minimise errors, and reduce manual

labour. Operational efficiency results in cost reductions, improved resource

management, and a larger profit margin in a cut-throat sector like hospitality.

In summary, automation in housekeeping and room service tops the list

because of its profound effects on operational effectiveness and visitor

satisfaction. Chatbots for customer care come in second because they can

guarantee smooth, round-the-clock guest interactions. Even though they are

extremely useful, personalised guest recommendations come in third place,

despite the fact that they greatly increase income and foster long-term guest

loyalty. When combined, these three AI technologies rank among the most

effective instruments for modernising and streamlining the hotel industry.

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Project 8, Quezon City, Philippines

Objective 4. To classify if which AI-driven technologies do you believe will

have the most influence on the future of hotel operations?

Table 4.3

Influence of AI driven technologies

Indicators f Rank
%
Robotic service staff (e.g,.cleaning
robots ,delivery bots ) 67 14 2.5
Advanced AI-powered booking 77 16 1
platforms
Voice-actived room controls and 68 14 2.5
assistants
AI-driven marketing and personalized 60 12 5
offers
Predictive analysis for guest 38 8 8
behavior
Peer to peer network 43 9 6.5
Virtual agents 33 7 9
Biometrics 63 13 4
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Project 8, Quezon City, Philippines

9
Machine learning 42 6.5
Average Weighted Mean 491 100

The table 4.3 shows that the rank 1st is Advanced AI-powered booking

platforms with the frequency of 77 respondents and percentage of 16%. Rank

2.5th is the Voice-actived room control and assistants with 68 respondents

equivalent to 14% another 2.5th percent is the Robotic service staff with the

respondents of 67 people and percentage of 14%, next rank is Biometrics, the

4th rank that has 63 respondents equivalent to 13%.

These top three AI-driven technologies are believed to have the greatest

influence on the future of the hotel industry. Modern AI-powered booking

systems are essential to the hotel industry because they enhance search terms,

streamline room availability, maximise dynamic pricing, and increase

customisation. Furthermore, they support data-driven decision-making, provide

24/7 customer support with chatbots, and cater to a worldwide audience with

multilingual features. Because these technologies allow hotels to maximise

revenue, improve operational performance, and create seamless guest

experiences, they are crucial for their continued competitiveness in the evolving

hospitality market.Biometrics, robotic service personnel, and voice-activated

room controls improve hotel operations and visitor experiences. Voice

commands provide customisation and hands-free ease, and robots efficiently do

monotonous chores, saving money and bringing in new ideas. Biometrics

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Project 8, Quezon City, Philippines

expedite procedures, increase security, and customise services. In

contemporary hospitality, these technologies work together to improve visitor

pleasure, increase efficiency, and streamline operations.

Objective 6. To propose a guideline on the impact of AI on Hotel

operations

Table 4.5

Impact of AI on hotel operation

Indicators WX I Rank

Front Desk and Check -in automation 3.41 A 2

Personalized guest recommendation 3.38 A 3
Housekeeping and room service 3.25 A 5
automation
Customer Service /chatbots 3.50 A 1
Improve marketing campaigns 3.06 A 9
Concierge robots 3.24 A 6
Predictive maintenance 3.17 A 8
Revenue management 3.23 A 7
Revenue management 3.28 A 4

28
 VILLAGERS MONTESSORI COLLEGE
Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

Average Weighted Mean 3.28 A

The table 4.5 shows that the rank 1 is the customer service and chatbot

with the weighted mean of 3.50 and with the interpretation of Agree (A). The

rank 2 is front desk and check in automation with the weighted mean of 3.41 and

with the interpretation of Agree(A). The rank 3 is Personalized guest

recommendation with the weighted mean of 3.38 and interpretation of Agree (A).

The last on ranking is improve marketing campaigns with the weighted mean of

3.06 and interpretation of Agree(A).

Chatbots for customer service have a favourable effect on hotel

operations by being available around-the-clock, increasing productivity, and

cutting expenses by automating repetitive work. They guarantee continuous

service, gather useful data for improved decision-making, and improve client

experiences with tailored solutions. Chatbots also provide multilingual

assistance, which increases the hotel's client. In general, they improve guest

pleasure and streamline operations. Hotel operations are enhanced by front

desk and check-in automation, which expedites the check-in procedure, lessens

staff workload, and minimises errors. Faster, round-the-clock service and

contactless alternatives increase guest pleasure. They also lower labour

expenses and boost productivity, which makes staying at a hotel easier and

more convenient.By boosting customer pleasure, boosting income through

upsells, and cultivating loyalty, personalised guest suggestions enhance hotel

29
 VILLAGERS MONTESSORI COLLEGE
Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

operations. Additionally, they give hotels a competitive edge and facilitate more

effective marketing and resource allocation. Hotels maximise visitor experiences

and increase overall operational effectiveness by customising services to each

guest's preferences.

30
 VILLAGERS MONTESSORI COLLEGE
Department of Business Administration
GSIS Village, Project 8, Quezon City
Project 8, Quezon City, Philippines

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Project 8, Quezon City, Philippines

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