The hospitality industry has no shortage of buzzwords and revolutionary headlines—yet behind the chatter, some visionary thinkers are genuinely mapping out what the future might look like. Recently, futurist and publisher Simone Puorto sat down with consultant and strategist Adam Mogelonsky to discuss how artificial—or as they term it, “alien”—intelligence will radically impact every facet of hotel operations. Having listened closely, I’d like to share a few key insights from their conversation that no forward-thinking hotelier should overlook.
Far More Than a “Tool”
Puorto and Mogelonsky emphasize that AI isn’t just a fancy new gadget; it’s evolving into a pervasive intelligence with its own decision-making process. They challenge us to move beyond the idea of AI as mere automation, urging operators to view it as a “colleague” that frees human talent from the most repetitive tasks. In their view, the true power of AI lies in its ability to surface patterns, correlations, and anomalies that would be practically invisible to the human eye. “Alien intelligence” can reveal hidden gems—for instance, a particular floor or view type that merits premium pricing—by analyzing troves of PMS and review data in near real-time.
Shifting from Room-Centric to Guest-Centric
One of the biggest challenges in hospitality is the tendency to treat rooms as commodities instead of focusing on the holistic guest experience. The speakers point out how technologies like machine learning and conversational reporting can not only streamline the usual “numbers-heavy” side of revenue management but also shift our gaze back toward guest segments and micro-segments. For example, data-driven insights might show that guests skipping breakfast aren’t necessarily downgrading their stay; they could be intermittent fasters or health-conscious travelers who’d be more interested in a customized “wellness-oriented” offering at lunchtime. By tuning into these subtleties, hotels can craft add-on packages or entirely new experiences.
Conversational Commerce and Reporting
Puorto and Mogelonsky predict that we are on the cusp of an era where searching, booking, and reporting all happen through natural language dialogue. Rather than clicking through static rate comparisons, managers (and even guests) may simply converse with AI, asking for a snapshot of the best available rates or requesting “seven-night advanced-stay packages for active retirees.” Their take is that as consumers adapt to the ease of ChatGPT-like interfaces, hotels will need to maintain equally frictionless and responsive platforms to stay competitive.
Empowering Guests and Staff
Another key highlight is the potential for AI to turn pre-arrival and on-property experiences into something more personal. Consider how housekeeping can be dynamically allocated based on real-time arrivals, group check-outs, or special requests—no more frantic guesswork or housekeeping “fire drills.” Meanwhile, staff can focus on the human touch: greeting guests warmly, curating local recommendations, or adding thoughtful perks like collagen or creatine options in the minibar for wellness travelers. By offloading the operational grunt work, AI could liberate staff to excel at what people do best: empathize, connect, and surprise guests.
Embracing the Longevity Mindset
The speakers also waded into a fascinating discussion about “gray nomads” and the rise of extended lifespans. Guests in their sixties and seventies—already living healthier, more active lifestyles—are on track to be traveling well into their eighties and nineties. What does that mean for hotel design and services? From neuroarchitecture (think circadian lighting and biophilic design) to flexible wellness offerings (movement spaces instead of cookie-cutter gyms), hotels that champion longevity and proactive well-being stand to capture this growing segment.
Key Takeaways
In short, this conversation gave me a glimpse of where hospitality might be headed if we let AI and data science guide us. “Alien intelligence” is a call to embrace the unfamiliar: tapping automated platforms for housekeeping insights, anticipating a future of more agile, conversational booking channels, and customizing experiences for health-conscious or aging travelers with completely new demands. For an industry often overwhelmed with incremental tasks, these visionary approaches feel like a welcome breath of fresh air.
If you’d like to push beyond the usual surface-level buzz and discover genuine ways to harness AI for both better revenues and more memorable guest experiences, this dialogue between Puorto and Mogelonsky is time well spent. Their insights remind us that it’s not just about technology; it’s about using technology to rekindle the very soul of hospitality: authenticity, personalization, and care.
