Reception Automation and Guest Experience
Abstract
This chapter explores how hotel front offices are being reshaped by reception automation while guest expectations for personalized service continue to rise. Technologies such as self-service kiosks, mobile check-in, AI chatbots, and integrated CRM systems improve speed, accuracy, and operational efficiency, yet may reduce the emotional warmth central to hospitality. Using established theories and industry evidence, it analyses this tension and proposes a high-tech, high-touch model in which automation manages routine tasks and staff focuses on empathy, problem-solving, and meaningful guest engagement. This balanced approach enables hotels to deliver both efficiency and richer, more personalized experiences.
Fields of Study & Subjects
AI in Service Interactions
Hospitality and Tourism Education
Persona Design and Applications
Publication details
- Journal / source
- Advances in computational intelligence and robotics book series
- Publisher
- IGI Global Scientific Publishing
- Pages
- 121–152
- Publication date
- 29 January 2026
- Document type
- Book chapter