How AI can be harnessed for the hospitality business from operations to marketing
Brought to you by Cvent
In an industry that has always prided itself on the human touch and personal connections to deliver exceptional service, the growing role of artificial intelligence (AI) might seem contradictory.
As AI adoption accelerates and its benefits – from enhancing the customer experience to drawing operational insights – become more apparent, it is proving to be a strategic partner that helps hospitality businesses operate smarter, stand out in a crowded market, and create memorable experiences.
Far from replacing the human touch, AI strengthens it. It empowers hospitality leaders to deliver both performance and purpose in terms of profitability and responsibility to guests, partners, and the planet.
Navodit Srivastava, hospitality cloud leader, Asia Pacific at Cvent, shares his insights on how AI is poised to shape the future of hospitality.
AI as a performance booster
From operations and pricing to marketing, AI can help business leaders make smarter, faster decisions across pricing, sales, resource planning and even provide a clearer view across multiple properties or business streams.
For instance, it can streamline hotel operations by automating repetitive tasks, allowing staff to be redeployed to focus on activities that require more human interaction.
Another aspect is pricing, which significantly affects a business’ revenue. Pricing needs to be dynamic and move with the market to capitalise on consumer demand and booking pace.
Here is where AI-powered dynamic pricing can help businesses stay competitive. It collects and analyses different pieces of data such as search volume, competitors’ prices and booking patterns, and adjusts the pricing in real-time to capture them.
It can also align pricing along an entire hotel group’s portfolio, ensuring that overall pricing strategy is relevant to each market and demand.
Comprehensive solutions such as Cvent’s Group Pipeline Intel (GPI) help hoteliers actively find new prospects, identify the best RFPs and leverage AI to respond faster, and better strategise against their competition backed by data. This reduces response times and helps business leaders make more informed decisions.
AI models can also forecast group demand, booking pace, and reduce the risk of lost business. By identifying patterns, AI helps teams capture opportunities and mitigate revenue leakage.
This predictive power elevates profitability and ensures that properties are not merely reacting to changes but anticipating them, which is key in today’s competitive market.
AI to enhance the guest experience through personalisation
The guest experience remains a key differentiator in hospitality. AI enables hospitality businesses to differentiate by delivering tailored campaigns based on personalisation preferences, for example by tailoring loyalty offers for business travellers or delivering personalised destination content for leisure groups. This helps sales and marketing managers to respond to planners faster, increasing their chances of winning business.
It also helps personalise outreach to connect to more planners, keeping the business at the top of their minds. This shift from segmentation to personalisation helps build greater trust and brand equity, as well as drive more meaningful relationships with clients.
Beyond marketing, AI also helps catering and banquet managers with advanced digital experiences that enhance event planning and guest engagement. Virtual tours, 3D layouts, and interactive diagramming tools enable planners to visualise spaces with accuracy, while guests can explore and preview stays long before arrival. This not only increases confidence in booking decisions but also creates a sense of anticipation and loyalty.
According to the 2025 Global Cvent Travel Managers Report, travel managers in Asia are particularly attracted to visual content that goes beyond the basics. 54 per cent prioritise images and videos of the hotel and its surrounding area, the highest percentage of any region. Additionally, virtual tours are more influential in this region (28 per cent) than in others.
By automating repetitive tasks and customising digital touchpoints, AI allows hospitality professionals to concentrate on their core strengths: providing genuine, humand-focused service.
AI to power purpose
As the industry moves towards reducing its impact and doing its part for the planet, AI can help enable this too.
AI systems can aggregate and report on sustainability metrics across properties — from energy consumption and waste reduction to carbon footprint calculations. These insights feed directly into RFP requirements from clients who expect transparency around supply chains and environmental impact. 30 per cent of travel professionals surveyed in the 2025 Global Cvent Travel Managers Report say sustainability will shape business travel priorities through 2026.
Hospitality businesses can prove their sustainable impact by data-backed AI-derived insights and at the same time, position themselves as future-minded, responsible brands.
AI as a partner to hospitality leaders
As AI adoption continues, it is increasingly apparent how it connects profit making with personalisation and sustainability. Better revenue insights free up resources that can be reinvested in enhancing the guest experience.
By embracing AI as a partner in both performance and purpose, hospitality leaders can reimagine what is possible: smarter revenue strategies, personalised guest journeys, and meaningful sustainability commitments that resonate with stakeholders at every level.
Though the industry buzzes about AI’s potential, Cvent announced CventIQ earlier this year. It integrates industry expertise, data, and intelligent tools – including AI – directly into the secure Cvent
platform. This solid foundation makes CventIQ both intelligent and highly intuitive. Designed and trained to prioritise security and privacy, it also addresses the needs of sales, marketing, catering,
banquet, and reservation managers.
Ready to integrate AI into your operations? Download this eBook on Mastering AI for Group Business 2025 to get started.
Navodit Srivastava is a hospitality cloud leader for Asia Pacific at Cvent. With over 20 years of experience in the SaaS, hospitality, travel, AI, and software sectors, Navodit combines industry expertise with a genuine passion for fostering growth. His approach focuses on building strong, high-performing teams and creating meaningful partnerships that drive real results. Navodit is committed to leveraging AI and innovative software solutions to enhance business development and deliver memorable MICE experiences.
