The utilization of artificial intelligence in hospitality management

Abstract

The current challenges in the hospitality sector, such as meeting the needs of Generation Z, labor shortages, and the ongoing pandemic crisis, have made the digitization of restaurants even more crucial. Artificial intelligence-based solutions have emerged in the market to enhance the efficiency of restaurant management systems by controlling costs, increasing productivity, and improving customer satisfaction. Through a systematic literature analysis, our study provides an overview of the potential applications of artificial intelligence in hospitality management. Using keywords, initially 1263 results were identified in the Web of Science and Scopus academic databases, from which 22 studies published between 2019 and 2023 were deemed suitable for a comprehensive textual analysis. The primary focus areas of the studies include guest service, marketing, as well as food and beverage preparation. Based on the research findings, several practical recommendations can be formulated for restaurant operators, aiming at more efficient resource management, increased guest experience, and reduced labor costs, all while achieving higher revenues.