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AI Meets Hospitality: PolyU SHTM’s Vision for Smarter Guest Experiences
INNOVATIONS
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The hospitality industry is undergoing rapid transformation, driven by evolving guest expectations and the need for operational efficiency. Yet, many businesses struggle to integrate advanced technologies like artificial intelligence (AI) in ways that enhance service quality without losing human touch. The challenge lies in bridging innovation with practical, guest-centric applications.
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Hong Kong Hotel Industry Faces Worsening Manpower Crisis
The hotel industry is currently facing a severe challenge of labor shortage, especially when the tourism gradually recovers in the post-pandemic era. Vacancies are expanding across all levels, from frontline staff to senior management. According to industry surveys, there are approximately 9,000 positions yet to be filled in Hong Kong’s hotel sector, which has impacted service quality and operational efficiency. The industry widely hopes to attract more young people to join hospitality to maintain Hong Kong’s competitiveness and reputation in global tourism.
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PolyU SHTM Advances Smart Education as Hotel ICON Deploys Robots to Ease Staffing Pressure
To address the shortage of human resources, the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University has actively launched courses related to artificial intelligence and data analytics, aiming to cultivate a new generation of hotel professionals equipped with technological and managerial skills. In addition, Hotel ICON, PolyU’s teaching and research hotel, has taken the lead in implementing locally developed robots to assist with check-in, check-out, and front desk services, effectively alleviating the pressure caused by insufficient manpower.
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AI Drives Hotel Industry Transformation and Personalized Guest Experience
Looking ahead, artificial intelligence will further enhance the guest experience in hotels. Through smart systems and automated facilities, hotels can better understand customer needs and deliver personalized services, thereby improving overall satisfaction. AI not only replaces repetitive tasks but also creates new high-level roles, driving the hotel industry toward digitalization and intelligent transformation, injecting fresh momentum into the industry.
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