Cate Triendl

Jun 9, 2023


5 min read

The Pros And Cons Of Using AI In Hospitality

The Pros And Cons Of Using AI In Hospitality

For decades, hospitality businesses have trusted in the power of human labour to keep their venues running. Artificial Intelligence (AI) promises more efficient operations and better-personalised experiences for their customers. 

But while AI has comes with huge benefits – from automating mundane tasks to better understanding customers’ needs – it also poses potential drawbacks. 

Before you decide whether or not integrating AI into your hospitality operations is right for you, take some time to consider both the pros and cons we lay down in this blog article.

How AI is used in the hospitality industry

AI is being used in a variety of ways in the hospitality industry, from chatbots that assist with reservations to orders to automated systems that streamline check-in and check-out processes and marketing and sales automation.

It also comes with the ability to predict customer needs and preferences, which can help with recommendations, personalised service and upsell.

Key advantages of using AI in hospitality

1. Increased operational efficiency and productivity

With AI, businesses are able to streamline their operational and administrative processes and automate tasks. This allows for a significant increase in productivity and better resource management.

Moreover, with less manual handling required, there is a reduced chance of human error. Especially when dealing with customer data or uploading and updating spreadsheets, which can be prone to mistakes.

Marketing teams can massively improve their efforts with AI. For example, use data insights to build defined customer segments. The foundation for email and SMS campaigns that really resonate with customers and drive them back to their venue. 

With clever campaign automation, operators can additionally save valuable time and staff can focus on more crucial tasks.

2. Reduced costs

With the rise of AI, there are new opportunities for hospitality businesses to cut costs.

Routine and repetitive tasks can easily be automated, saving on labour costs. Besides, by implementing AI, operators can bypass ongoing staff shortages.

It also allows for more efficient and accurate decision-making backed by real data insights. So without relying on guesswork, operators can ultimately reduce unnecessary costs in the long run.

3. Improved customer experience

The key to retaining customers is to ensure that they have a memorable experience when interacting with your brand. This is where the use of AI comes in. 

Businesses can create a much more personalised and tailored experience that is based on customers’ preferences and behaviours.

Moreover, AI can help to connect all of a customer’s interactions with a brand across various digital channels. This contributes towards a more unified and seamless online experience

4. Better forecasting

In today’s fast-paced environment, having accurate and timely forecasts can mean the difference between success and failure. 

AI has the ability to analyse vast amounts of customer data in a second and provide insights into revenue opportunities that may have otherwise been missed. 

Perhaps even more importantly, AI can predict market trends, giving businesses an edge in their strategic planning. By leveraging the preciseness of forecasting, businesses can make smarter decisions, allocate resources more effectively, and ultimately, increase their bottom line.

Main disadvantages of using AI in hospitality

Although AI has the potential to take business operations to the next level, it comes with its share of disadvantages that should also be considered.

 1. Impersonal service

One major issue with AI is the loss of the human touch. Whether it’s automated customer service systems or self-checkout kiosks, these rather impersonal experiences can negatively affect customer satisfaction.

AI systems can never fully replace human intuition and judgement, which can also lead to errors and inaccuracies in service. 

No doubt, the human element is vital to creating a warm and welcoming environment. It’s through genuine connections with staff that customers feel valued and it’s those connections that keep them coming back time and time again.

2. System failure

Running a hospitality business is a complex task that requires a lot of moving parts to function well. The success of operations depends heavily on all of the systems working properly.

Unfortunately, when these systems fail, they can cause serious disruption to the entire operation. Rooms may be double-booked, orders may be lost or misplaced and customers may be left waiting for extended periods of time.

As a result, unsatisfied customers and negative reviews can quickly pile up, causing lasting damage to the business. 

To mitigate the risk of system failure, it’s important for hospitality operators to have a plan in place in case their AI tool breaks down. By being proactive and prepared, they can ensure a seamless experience for their customers.

3. Technological limitations

The hospitality industry requires technology tools that cater to their particular needs. Customer interactions happen both online and offline. Generic AI tools might not align with their specific requirements and might therefore create more work than taking off the workload if not set up properly.

Even with the right technology tools to hand the various systems used need to interact and talk to each other. Without those integrations, the data flow is disconnected and operators are not able to generate a single customer view.

4. High implementation costs

The implementation of these tools often comes at a high cost, making them unaffordable for smaller venues. This situation has forced operators to carefully weigh the pros and cons before deciding if it is worth investing in AI tools. 

While AI can bring about significant returns, it may not be a worthwhile investment for all businesses. However, as technology continues to advance, we may see a rise in more cost-effective solutions that cater to a range of budgets.


In conclusion, there are pros and cons of using AI in the hospitality industry that should be taken into account. 

Technology can be used to save money, increase efficiency, improve customer experience and enable more precise forecasting. However, many operators are still struggling with the lack of human element when it comes to dealing with customers and their needs. 

Furthermore, technological limitations should not be disregarded as they might also cause certain problems when it comes to adapting AI to existing processes. 

Finally, before making any investments in AI, operators should evaluate the costs associated with them as this could highly affect their financial situation. 

All factors taken into consideration, applying AI technology correctly can prove extremely beneficial for restaurants and the hospitality industry in general.

Make sure to check out our full guide exploring AI for hospitality marketing.



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