Empowering Guests

The hospitality industry is undergoing a remarkable transformation with the integration of self-service technology (SST), which is redefining the guest experience and operational efficiency. From mobile check-in kiosks and digital room keys to AI-powered chatbots and self-ordering systems in restaurants, these innovations empower guests by giving them greater control, convenience, and personalization. Self-service technology is a great way to positively impact the hotel experience, allowing guests to take their hotel journey into their own hands, providing convenience and speed while enhancing the level of service, even during off-hours. Self-service technology (SST) is quickly transforming the hospitality sector by opening new avenues for service delivery and giving clients more choices. A workforce that can quickly adjust to change is necessary to prepare for the implementation of successful self-service technology delivery projects. This chapter delves into critical findings regarding the adoption and implications of SST in tourism and hospitality