Tin Yeung Lau

Document Type


Publication Date



The purpose of this project was to research the impact of Artificial Intelligence (AI) on customer service, decision making, internet of things, events, and food and beverage. This technology has benefited the hospitality industry value chain construction, from the supplier to the service delivery. Through the use of AI-powered chatbots and other related technologies, hospitality businesses can automate repetitive tasks that require little human intervention. Its ability to automate labor-intensive processes can reduce labor costs while also improving quality and reducing potential management risks from un-trained employees. Hotel software automation also has the ability to support short-staffed teams and streamline processes. AI has allowed hotels to customize services more easily, with full utilization of customer profile (software) and internet of things (hardware). The development of customer profiles provides hotels the opportunity to better serve their customers in existing and future stays. While AI is currently cost prohibitive, it is anticipated to drop in price with the development and proliferation of emerging technologies. The majority of surveyed businesses experienced higher revenues through AI adoption, with 44% claiming cost reduction. AI adoption is growing steadily, up four points from 2021. Today, 35% of companies reported using AI in their business, and an additional 42% reported they are exploring AI. By 2030, AI techniques and applications will become an important asset for many aspects of tourism organization.

Faculty Mentor

Paul Bagdan, PhD, CHE

Academic Discipline

MBA - Hospitality Concentration

Included in

Business Commons



To view the content in your browser, please download Adobe Reader or, alternately,
you may Download the file to your hard drive.

NOTE: The latest versions of Adobe Reader do not support viewing PDF files within Firefox on Mac OS and if you are using a modern (Intel) Mac, there is no official plugin for viewing PDF files within the browser window.