Paper Details

The rapid integration of Artificial Intelligence (AI) is transforming front office operations in the hospitality industry by replacing traditional manual systems with automated and data-driven processes. This paper examines the impact of AI technologies such as chat bots, facial recognition, robotic concierges, automated self-check-in kiosks, and predictive analytics on hotel front office functions. These technologies address the growing need for immediate service, contactless interactions, and 24/7 guest support, thereby enhancing operational efficiency and reducing human error in registration, billing, and communication. AI also enables advanced personalization by analysing guest preferences, booking patterns, and behaviour, allowing hotels to deliver tailored services before they are requested. While AI adoption streamlines operations and reduces costs, it also presents challenges such as high investment costs, employee resistance, privacy concerns, and the risk of losing the human touch in hospitality. The study finds that AI-enabled front offices allow staff to focus more on high-value guest engagement, increasing satisfaction, loyalty, and profitability. Therefore, AI has emerged as a strategic tool for modern front office management and competitive service excellence.

Artificial Intelligence, Front Office Operations, Hotel Industry, Automation, Customer Experience, Operational Efficiency, Digital Transformation