USAGE AND IMPACT OF MOBILE GUEST APPLICATIONS IN HOTELS: WILL THEY REMAIN ESSENTIAL IN 2025?
Keywords:
artificial intelligence, experience, guest, mobile application, hotelAbstract
These days mobile applications are used in almost every industry, whether it be business or leisure, to optimize activities, increase productivity, and digitize procedures. Massive innovations have also been made in the hotel sector, which plays an essential role in connecting people. Mobile guest applications for hotels are among the ground-breaking developments made possible by the hotel sector's digital evolution. These readily available software are drastically changing the hotel sector's guest experience. In addition to enhancing the guest's experience, applications are revolutionizing the operation and offer of hotel services. A mobile guest application is a digital application designed specifically to improve and personalize the guest experience in hotels. Additionally, hotels and chains of any size can use the mobile application to significantly increase hotel service revenues, brand reputation, and guest satisfaction. In addition to providing guests with a more comprehensive and personalized experience, mobile applications enable hotels to increase operational effectiveness and profitability. Hotels may satisfy the expectations of contemporary guests and get an advantage in a market that is becoming more and more competitive by incorporating this mobile technology. Among other things, they give guests access to services like hotel details and real-time employee-guest communication. Among other features, they provide mobile room keys and digitize their menu to improve upselling and room service requests via smartphones. Hotels may provide guests with the most personalized promotions, suggestions, and services that best suit their needs and make them feel valued by using a mobile application. Moreover, hotels can increase the possibility of positive ratings and return business by offering an enjoyable and convenient experience. However, in recent times, the market of mobile applications has seen changes regarding the introduction of artificial intelligence in the application experience. AI has taken over the tech industry, and mobile guest applications are no exception. It is anticipated that this expansion and innovation in intelligence technology will contribute to the creation of hyper-customized guest service and the discovery of hidden sources of revenue, which will enhance the guest experience. Looking ahead, the future of AI in personalization holds exciting possibilities, with opportunities to dissect and analyze guest interactions, behaviors, context and language to intelligently respond and provide a more personalized method of communication. As technology advances, the journey of AI in transforming mobile applications can be seen as ongoing, however will mobile applications remain essential in 2025?; is a question addressed in this paper.
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