Use of Artificial Intelligence in the Hotel Sector and Proper Data Training

Speaking at the Annual Hotel Conference held in Manchester, UK, Matt Arnull, head of technology infrastructure and governance at Whitbread PLC, evaluated the place of artificial intelligence technologies in the hospitality sector and drew attention to the importance of proper data processing.

Artificial Intelligence and the Hospitality Sector

Although data is known to exist in the hospitality sector, it is stated that shortcomings still persist in integrating this data into strategies and making the best use of it.

The Maturation Process of Artificial Intelligence

Matt Arnull, working at Whitbread PLC, the parent company of Premier Inn, stated that the biggest change regarding data is artificial intelligence and noted that this technology is in its maturation phase.

Asking the Right Questions

While predicting that some human roles will be needed less, Arnull stated that individuals who know what the right questions are for artificial intelligence platforms will be among the key positions.

The Working Principle of Artificial Intelligence

Pointing out that artificial intelligence can produce responses assuming what users want to hear, Arnull compared this situation to a eager-to-please but lazy dog, stating that the system gravitates toward easily accessible data.

The Importance of Human Oversight

Stating that artificial intelligence can produce false positive results, Arnull said that for this reason human oversight can never be completely phased out, which is important for a sector experiencing employment concerns.

Whitbread's Applications

Whitbread has introduced artificial intelligence strategies to better manage some of its leases in Germany and organize maintenance schedules, and is preparing to expand the pilot initiated with 250 guests.