ARTIFICIAL INTELLIGENCE AND TRANSFORMATION OF HOTELS IN UYO, AKWA IBOM STATE

The study examined the impact of Artificial Intelligence (AI) in transforming the hospitality industry in the 21st century. The specific objectives of the study are to examine how hotels use Artificial Intelligence to enhance customer’s experience in the selected hotels in Uyo Akwa Ibom State, to examine the extents at which Artificial Intelligence can improve hotel development in Uyo hotels. The review of literature expanded in details the specific purposes of the study using various articles and journals. The theoretical framework used for this study using various articles and journals. The theoretical framework used for this study is the modernization theory and organizational change theory. The study accessed studies from previous researchers’ as empirical studies. The study adopted survey research design as the research methodology. The population size were drawn from all the Management and Non-management staff from all department of the selected hotels in Akwa Ibom State. The sample size of the study gotten was 171. The major findings of the study reviewed that Hotels use Artificial Intelligence to Enhance Customer Experience in a High Standard, Artificial Intelligence improves Customer Experience to a strong extent, Problems associated with Artificial Intelligence in relation to enhancing customers’ experience, and Disadvantages of Artificial Intelligence to the Hospitality Industry. Based on the findings, the following conclusions were made: The study concludes that Artificial Intelligence technologies play a significant role in enhancing customer experience in hotels in Uyo, Akwa Ibom State. These technologies have the potential to revolutionize service delivery, offering more personalized, efficient, and engaging experiences for guests. However, the successful implementation of Artificial Intelligence requires careful consideration of the associated challenges. Hotels need to invest in training their staff, enhancing cyber security measures, and manage costs effectively to fully leverage the benefits of Artificial Intelligence. Based on the findings, the following recommendations were given: Invest in Training and Development, Enhance Cyber security Measures, Adopt Cost-Effective Artificial Intelligence Solutions, Increase Awareness and Educate Customers, and Develop a Strategic Artificial Intelligence Implementation Plan.