Emerging Technologies in Hospitality Operations: Transforming Guest Experience, Efficiency, and Sustainability

DOI

10.2991/978-2-38476-527-0_8How to use a DOI?

Keywords

emerging technologies; hospitality operations; artificial intelligence; IoT; robotics; blockchain; AR/VR; sustainability; Africa; Ghana

Abstract

Hospitality operations are undergoing rapid transformation through emerging technologies that redefine service delivery, efficiency, and sustainability. This paper critically examines how seven technologies—artificial intelligence (AI), the Internet of Things (IoT), robotics, blockchain, big-data analytics, cloud computing, and augmented/virtual reality (AR/VR)—are reshaping operational models and guest engagement. Drawing on a narrative literature review of academic and industry sources from 2019 to 2025, the study identifies technological convergence as a catalyst for digital resilience and service innovation. The methodology justifies the narrative approach as appropriate for synthesising cross-disciplinary insights and rapidly evolving evidence. Findings show that AI and analytics enhance predictive service delivery; IoT and robotics improve efficiency and hygiene; blockchain and cloud platforms secure data and enable integration; and AR/VR redefine experiential marketing. Context-specific insights reveal that African and Ghanaian hotels are adopting these tools at differing paces due to cost, infrastructure, and skill constraints. The paper integrates transformation theories—Resource-Based View (RBV), Socio-Technical Systems (STS), and Service-Dominant Logic (SDL)—to explain how technology, human capability, and value co-creation interact. A conceptual model links technological inputs to organisational outcomes such as efficiency, guest satisfaction, sustainability, and competitive advantage. The paper concludes that technology adoption must be balanced with human factors, ethical governance, and contextual adaptation to ensure inclusive, sustainable digital transformation in hospitality.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - L. D. Graham
AU  - B. K. Sasraku-Neequaye
PY  - 2025
DA  - 2025/12/24
TI  - Emerging Technologies in Hospitality Operations: Transforming Guest Experience, Efficiency, and Sustainability
BT  - Proceedings of the International Conference on Applied Arts, Design, and Sustainability (ICAADS 2025)
PB  - Atlantis Press
SP  - 122
EP  - 129
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-527-0_8
DO  - 10.2991/978-2-38476-527-0_8
ID  - Graham2025
ER  -