Harsh Jaipuriya


Harsh Jaipuriya

Document Type


Publication Date



The purpose of this paper is to evaluate the future impact of artificial intelligence (AI) on the hospitality industry. The majority of leaders in the hospitality sectors are progressively utilizing AI to boost personalization and surpass guest expectations. AI technology has led the sectors with implementation, producing substantial efficiencies within its operations. For example, events are no longer location specific. Events that were once confined to prestigious cities like New York, Los Angeles, Berlin, and Hong Kong are increasingly finding relationships with new markets. Artificially intelligent robots are being created to provide individualized customer service, and this technology has immense growth potential. Within the hotel sector, AI technology is helping customers take advantage of the power of customization and pave the way for more effective and efficient customer service. Additionally, front-facing customer service replies to straightforward questions or requests using chatbots has shown to be incredibly efficient. For internal-facing operations, AI technology can be utilized to quickly analyze massive amounts of data and draw crucial conclusions about current or potential clients. Integration of technology and the connection between ordinary objects (the internet of things), are characterized by the Industrial Revolution and shape a new global order of perpetually (inter)connected humans and machines.

Faculty Mentor

Paul Bagdan, PhD, CHE

Academic Discipline

MBA - Hospitality Concentration



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