CREATING PERSONALIZED GUEST EXPERIENCE JOURNEY IN LEISURE HOTEL
CREATING PERSONALIZED GUEST EXPERIENCE JOURNEY IN LEISURE HOTEL

Author(s): Suzana Marković, Matina Gjurašić
Subject(s): Social Sciences, Economy
Published by: Udruženje ekonomista i menadžera Balkana
Keywords: Guest experience journey; Virtual reality; Artificial intelligence; Front-line employee.
Summary/Abstract: With advancements in technology, the use of Virtual Reality (VR) and Artificial Intelligence (AI) in the hospitality industry has become common. New technologies have changed the guests expectations and their journey. Therefore, the purpose of this paper is to provide a comprehensive conceptualization of the personalized guest experience journey in leisure hotel i.e. the way front-line employees creates personalized and pro-active guest experience that the intelligent use of data and technology support. The paper provides systematic literature review of VR and AI as support tool for front-line employees while creating personalized guest experience during each of the five stages of the guest cycle: pre-arrival, arrival, stay, departure, post-stay. This paper is theoretical, so empirical studies are necessary to validate or reject the proposed concept.

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