The Rising Influence of Technology and AI on the Hospitality Industry: A Qualitative Review

The development of technology has been increasingly prominent in the customer service industry, as people leverage advanced technologies to facilitate their products and improve customer experience in a competitive market. The hospitality industry, in particular, has seen many major developments such as Artificial Intelligence (AI) chatbots, online check-in, virtual management system, etc. These innovations represent a shift toward data-driven, contactless, and personalized service models that redefine traditional guest experiences. However, it remains a controversial topic whether the extensive application of technology in the hospitality industry brings more benefits than perceived risks. This paper will explore the role of technology and AI in the hospitality industry, examining current innovations and their strengths and risks, professionals’ perceptions, and emerging trends shaping their future development. This analysis draws from case studies and qualitative interviews with hotel managers—providing insight into how technological transformation affects both operational efficiency and human-centered service values.