Hotel chain leverages AI support to enhance guest experience

Jakarta (ANTARA) - The operator of an international hotel chain headquartered in Bangkok, Minor Hotels, is utilising artificial intelligence (AI) technology support to enhance guest experiences at more than 640 of their properties.

“AI has now become the main gateway in the travel journey, and with it, control over demand is also changing,” said Minor Hotels’ Head of Commercial, Ian Di Tullio, as quoted in the company’s press release received in Jakarta on Friday.

Collaborating with Google Cloud, Salesforce, OneTrust, and Deloitte, the company plans to develop a digital platform that connects global guest data, marketing activities, and service operations.

The platform will be built using Google Cloud technology optimised for AI with BigQuery and Vertex AI.

With the support of that platform, the hotel chain operator will be able to recognise guest preferences, deliver more relevant communications and offers based on preferences and visit history, and ensure responsible data management by prioritising privacy and governance from the outset.

Google Cloud Southeast Asia Managing Director Mark Micallef said that Minor Hotels can deliver more personal, proactive, and responsive guest experiences with the support of Google Cloud’s open and secure architecture, Salesforce integration, and expertise from partners like Deloitte.

“Going forward, AI agents capable of understanding context and anticipating needs will be key in the customer journey,” he said.