Inteligência artificial na hotelaria: perspectivas futuras, desafios e oportunidades

Abstract

In the current technological scenario, a rapid evolution of emerging technologies such as the Internet of Things (IoT), Information and Communication Technologies (ICT), and Artificial Intelligence (AI) is observed. This dynamic has generated a series of unique opportunities and challenges, significantly transforming the provision of services in the hotel industry and the guest experience. Therefore, the aim of this work was to identify the perceptions of employees from different hotels in Pernambuco regarding the use of technologies in the hotel industry. This is a descriptive case study with a quantitative and qualitative approach, involving eleven hotels located in the state of Pernambuco, with data collection through questionnaires. The results showed a partial understanding among the surveyed establishments about new technologies and their use in the hotel industry. Additionally, it was highlighted that the intersection of technology and hospitality is shaping a dynamic and promising scenario, where the harmonization between technological innovation and personalized customer service is crucial for the sustainable success of the hotel sector.