| From the concept of artificial intelligence has been put forward for the first time since 1956,the artificial intelligence in the past 60 years,after several ups and downs,the rapid development of real really only in recent 10 years,but these 10 years of development has far more than 50 years,the fourth industrial revolution is coming,artificial intelligence has gradually from science fiction into reality.As a leader in the hospitality industry's leading brand,has been involved in artificial intelligence,whether it is Hilton teamed up with the development of artificial intelligence robot receptionists,IBM or song poetry of cruise on the trial of the robot of artificial intelligence,Starwood ALOFT brand has begun to use robot BOTLR for room items,to prove all are moving in the human society: "the robot's age is not too far away.Hilton already has a "Connected Room" smart hotel project.Christopher Nassetta,CEO of the group,said: "we want to be able to allow customers and guests to 'understand' each other,so that when they enter the room,they may be able to control all the facilities in the room through their smartphones." Hilton's official app allows hotel loyalty program members to control the lighting,temperature,entertainment facilities,and more in their rooms.Therefore,the hotel service industry has entered a new era of artificial intelligence.The background of this study is mainly according to the striding development of social technology,artificial intelligence,has for the from all walks of life have a positive influence and promote.This study begins with the concept of artificial intelligence and the concept of hotel operation management,reviewing the related literature and theory,and gather some key information of the two,associated between the previous information,combined with my experience in the hotel industry and hotel industry in the present stage for the use of artificial intelligence,for further indepth research and analysis.The method of this study mainly adopts case analysis method,applied to interviews,participatory observation method of collecting data;Combination Doubletree by Hilton Chongqing Jiafa hotel operation status as the research background,the implementation of the operation,free-talk and discussion with Directors & managers of Doubletree by Hilton Chongqing Jiafa hotel,the study of artificial intelligence in hotel operations which influence,as well as what areas can develop and expand,and the moment of the most popular combination of artificial intelligence to the hotel operation management after what to avoid.Using the SOWT analysis method,this study has the advantages of artificial intelligence in the hotel operation,disadvantage,opportunity and threat for horizontal and vertical research,analyzes its advantages and disadvantages,from the guest service quality and efficiency,human resources cost,operating and financial cost and so on several dimensions to carry out the analysis,then studies the impact of artificial intelligence to hotel operationFinally formed the conclusion:(1)The integration of artificial intelligence operation and management mode can help hotels to optimize the existing operation and management mode,improve work efficiency and enhance customer satisfaction;(2)Artificial Intelligence can optimize personnel structure,using artificial intelligence to replace part of the hotel staff engaged in the work,in the long run,can reduce the cost of personnel salary,hotel will advance to a more efficient service patterns of behavior,and gains benefits greater than the opportunity cost,larger than the time cost,increase customer delivered value;(3)Artificial Intelligence cannot completely replace the hotel artificial,this paper proposed a semi-embedded artificial intelligence operation management mode,for the hotel operation management and decisionmaking to provide intelligent line services,better integration of artificial intelligence and traditional services. |
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