生产力洞察：利用AI提升酒店行业生产力和客户体验

The Asian Productivity Organization (APO)is an intergovernmental organization thatpromotes productivity as a key enablerforsocioeconomicdevelopmentandorganizationaland enterprise growth.Itpromotes productivity improvement tools,techniques, and methodologies; supportsthenational productivity organizationsofits members;conducts research onproductivitytrends;and disseminatesproductivityinformation,analyses,anddata. The APO was established in 1961 andcomprises 21 members. APO Members Bangladesh, Cambodia, Republic of China,Fiji, Hong Kong, India, Indonesia, IslamicRepublic of Iran, Japan, Republic of Korea,LaoPDR,Malaysia,Mongolia,Nepal,Pakistan, Philippines, Singapore, Sri Lanka,Thailand, Turkiye, and Vietnam. LEVERAGING AI TOENHANCE PRODUCTIVITYAND CUSTOMEREXPERIENCE IN THEHOSPITALITY SECTOR PRODUCTIVITY INSIGHTS Vol. 6-5 Leveraging AI to Enhance Productivity and Customer Experience in the Hospitality Sector Dr. Sara Quach Thaichon wrote this publication. First edition published in Japanby the Asian Productivity Organization1-24-1 Hongo, Bunkyo-kuTokyo 113-0033, Japanwww.apo-tokyo.org © 2026 Asian Productivity Organization The views expressed in this publication do not necessarily reflect the official views of theAsian Productivity Organization (APO) or any APO member. All rights reserved. None of the contents of this publication may be used, reproduced, stored,or transferred in any form or by any means for commercial purposes without prior writtenpermission from the APO. Designed by Convert To Curves Media CONTENTS PREFACEv INTRODUCTION1 THE EVOLUTION OF AI IN HOSPITALITY3From Static Communication to Seamless Experiences3Unlocking the Potential of AI4AI for Personalization and Customer Experience4Customer Profiling and Segmentation5Hyperpersonalization across the Guest Journey6Humanoid Robots and Service Automation7AI Chatbots and Virtual Assistants8AI-enabled Marketing and Retargeting9 AI FOR ENHANCED PRODUCTIVITY10Predictive Analytics and Demand Forecasting11Workflow Automation and Labor Productivity11Energy, Inventory, and Resource Management12Validating Impact on Service Outcomes13 DATA QUALITY, PRIVACY, AND ETHICAL CONSIDERATIONS14The Importance of Data Quality and System Reliability14Privacy and Data Protection Frameworks14Ethical Considerations and Algorithmic Bias16Cybersecurity in Hotels16 FUTURE TRENDS AND WORKFORCE IMPLICATIONS18Emergent Technologies and Immersive Experiences18Impact on the Workforce18Balancing Technology and the Human Touch19 CONCLUSION AND RECOMMENDATIONS21Setting a Foundation: Data and Pilots21Building Impact: Scaling Selectively and Aligning Workforce21 Longer-term Opportunities: Transforming Experience22Ongoing Promise: Keeping the Human Touch23 REFERENCES24 LIST OF FIGURES32 ABOUT THE AUTHOR33 PREFACE The Productivity Insights (P-Insights) series is an extension of the ProductivityTalk (P-Talk) series, which is a flagship program under the APO Secretariat’sdigital information initiative. Originally designed to maximize the full potentialof the APO’s digital outreach, the interactive, livestreamed P-Talks bringtogether practitioners, experts, policymakers, and ordinary citizens from allwalks of life with a passion for productivity to share their experiences, views,and practical tips on productivity improvement. With speakers from every corner of the world, the P-Talks effectively conveyproductivity information to APO members and beyond. However, it wasrecognized that many of the P-Talk speakers had much more to offer beyondthe 60-minute presentations and Q&A sessions that are the hallmarks of theseries. To take full advantage of their broad knowledge and expertise, the APOinvites some to elaborate on their P-Talks, resulting in this publication. It ishoped that the P-Insights series will give readers a deeper understanding of thepractices and applications of productivity. INTRODUCTION The hospitality industry plays a vital role in the global economy. In 2024, itcontributed USD10.9 trillion to global GDP, represented 10% of the globaleconomy, and supported 357 million jobs worldwide (World Travel & TourismCouncil, n.d.). While postpandemic recovery varies across countries andregional disparities remain due to geopolitical shocks, the industry’s overalleconomic importance is evident. However, it faces ongoing challenges indelivering memorable guest experiences while controlling costs and usingresources efficiently, particularly in an ever-evolving business environmentshaped by shifting customer expectations. Hospitality is a service-oriented andlabor-intensiveindustry,and improvements in productivity and guestsatisfaction can result in significant competitive advantages. Recent advancesin new technologies such as AI hold the potential to transform the hospitalityindustry, especially in areas such as customer relationship management (CRM)and operational efficiency. Businesses are increasingly recognizing the strategic importance of digitaltransformat