INNOVATIVE SOLUTIONS IN THE HOTEL AND RESTAURANT BUSINESS: AUTOMATION AND PERSONALISATION TECHNOLOGIES
Abstract
The article discusses the latest technological trends that affect the development of the hospitality industry. Particular attention is paid to the implementation of automation systems, such as CRM systems, chatbots and hotel management systems (PMS), which allow to optimise internal processes, improve resource management and reduce the time for guest service. The purpose of the article is to study innovative solutions in the hotel and restaurant business, in particular, the introduction of automation and personalisation technologies, and their impact on increasing the efficiency of business process management and improving customer experience. The article uses the following research methods: literature analysis and review of scientific sources – to study modern approaches to the introduction of innovative automation and personalisation technologies in the hotel and restaurant business; comparative analysis – to compare different technological solutions for automation and personalisation used in the hotel and restaurant business in order to assess their effectiveness and impact on business process optimisation; сase study (case study analysis) – to consider real examples of the implementation of innovative technologies in the hotel and restaurant business; the method of expert assessments is used to collect opinions and recommendations of experts in the field of hotel and restaurant business on the prospects for the introduction of the latest technologies, as well as to identify possible barriers and challenges that may arise during their implementation; systematic approach – to study the relationships between various aspects of automation and personalisation in the hotel and restaurant business, including operations management, improving service quality, reducing costs and increasing customer loyalty. The article is relevant for hospitality professionals, hotel and restaurant owners, as well as researchers interested in the impact of digital innovations on traditional business processes.
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