The Benefit of Artificial Intelligence (AI) on Operational Efficiency in Hotel Management: A Case of Selected Hotels South West Nigeria
Ebiendele Helen Ogho
National Institute for Hospitality and Tourism (HIHOTOUR), Osogbo Campus, Nigeria.
Ebiendele Emmanuel
Department of Statistics and Technology, Federal University of Technology, Akure, Nigeria.
Peter Ebiendele *
Department of Basic Science's, School of General School, Federal Polytechnic, Auchi, Edo State, Nigeria.
*Author to whom correspondence should be addressed.
Abstract
This study examines the impact of artificial intelligence (AI) on operational efficiency in hotel management, focusing on selected hotels in Southwest Nigeria. The study investigated four objectives: the extent to which AI adoption enhances personalized guest experiences, the benefits of chatbots and virtual assistants, the influence of AI on revenue management, and its overall effect on guest satisfaction. A survey design was employed, involving 381 staff members from 20 hotels. Data were collected using structured questionnaires and analyzed using Chi-square statistical tests via SPSS software. Results revealed that AI adoption significantly improves operational efficiency and guest satisfaction, particularly through chatbots and virtual assistants. The findings address critical gaps in understanding AI’s impact on hospitality management in under-researched regions like Southwest Nigeria, offering insights into global applications of AI in hotel operations. Balancing AI integration with human interaction is highlighted as essential for achieving optimal guest experiences. Additionally, the study emphasizes the need to explore generative AI concepts in hospitality, identifying areas where their application is most and least effective.
Keywords: Hotel management, guest satisfaction, personalized experiences, chatbots, virtual assistants, revenue management, operational efficiency