The Digital Concierge: Role of Chatbots in Front Office Guest Inquiry Management in the Hospitality Industry

Abstract

The hospitality sector is leveraging digital technology to cope with increase in consumer demands for speed, accuracy and personalized service. This paper reviews AI-based chatbots utilized for reception desk at frontline of the hospitality industry, especially for hotels and marine catering operations. It delves into advantages of incorporating AI chatbots as part of front office functions to take over mundane consumer queries and providing incentives such as ease of operation and 24/7 availability to customers for successful implementation. The benefits in terms of reducing operational costs and the shortcoming of no compatibility with customer rapport building using artificial intelligence are discussed in this argument.This research using secondary sources and industry overview depicts the application, advantageous features and limitations of chatbots assisting the management of hospitality front office functions.