10 Minutes News for Hoteliers 10 Minutes News for Hoteliers
  • Top News
  • Posts
    • CSR and Sustainability
    • Events
    • Hotel Openings
    • Hotel Operations
    • Human Resources
    • Innovation
    • Market Trends
    • Marketing
    • Mergers & Acquisitions
    • Regulatory and Legal Affairs
    • Revenue Management
  • 🎙️ Podcast
  • 👉 Sign-up
  • 🌎 Languages
    • 🇫🇷 French
    • 🇩🇪 German
    • 🇮🇹 Italian
    • 🇪🇸 Spain
  • 📰 Columns
  • About us
10 Minutes News for Hoteliers 10 Minutes News for Hoteliers
  • Top News
  • Posts
    • CSR and Sustainability
    • Events
    • Hotel Openings
    • Hotel Operations
    • Human Resources
    • Innovation
    • Market Trends
    • Marketing
    • Mergers & Acquisitions
    • Regulatory and Legal Affairs
    • Revenue Management
  • 🎙️ Podcast
  • 👉 Sign-up
  • 🌎 Languages
    • 🇫🇷 French
    • 🇩🇪 German
    • 🇮🇹 Italian
    • 🇪🇸 Spain
  • 📰 Columns
  • About us

Mews: Part 2 – How far can we go with AI to personalize the customer experience?

  • k.fytaki
  • 16 April 2025
  • 3 minute read
Total
0
Shares
0
0
0

This article was written by HospitalityOn. Click here to read the original article

In this session, Mak Abdelkafi, Senior Sales Director at Mews, outlines how AI is being integrated into hotel operations. From technical support to room assignment and staff planning, he presents practical examples of how these technologies are being used today to improve both operational processes and the guest experience, while maintaining a balance with human interaction.

At Mews, artificial intelligence is no longer a topic for the future, but a reality in the process of being integrated. “We’ve been trying to introduce AI for three years now, because we believe in it 1,000 times over,” says Mak Abdelkafi. The first concrete application concerned technical support: “Instead of calling and standing in a queue, we write to a chatbot. It’s the AI that answers. It will improve the quality of responses according to what it has learned.” – Mak Abdelkafi, Senior Sales Director at Mews

“Second point: the famous tetris, the ”tetris” that everyone knows, in how to optimize room assignment so that I clear my room, so that it’s available for long stays in terms of revenue optimization. And we’re in the process of applying AI to this too.”

“AI will compile the customer’s experience across the hotel, or the other hotels in the group. And so, the AI, what it’s going to do when the customer books or he calls us, there’s quickly a little window that opens up to the booking agent: ‘Here’s a summary of the most important highlights that happened with this customer across our hotel group.” – Mak Abdelkafi, Senior Sales Director at Mews

Choice Hotels Expands in Atlanta with The Connally Hotel
Trending
Choice Hotels Expands in Atlanta with The Connally Hotel

“Optimizing the customer experience is largely a matter of optimizing the user experience,” insists Mak Abdelkafi. “There’s the IoT, the ‘Internet of Things’, which was a gateway. And now, AI is adding a layer on top of the IoT.”

“After that, the third point is human capital. Again, load items: how the hotel can help the hotelier optimize costs, payroll costs. And again, without touching on customer satisfaction or customer service, this is very important. This is where, I think, AI will be able, with the power of data compilation, to produce a result that takes all these constraints into account.

According to Mak Abdelkafi, the two priorities remain clear: “The first constraint is to satisfy the customer, to stand out, to mark his experience, to make it memorable. “And the second is cost. How can AI propose a staff schedule that optimizes costs, or a room assignment schedule that optimizes revenue? That’s where AI is going to have quite an important role to play.”

And what about the human element?

“I’m a bit old-school. I think the hotel business is all about people, and that’s really important. But you can’t close doors. “Today, I think that what AI shouldn’t do is replace the human in the human touch. But is AI technically speaking going to be limited? The answer is no.” Mak Abdelkafi, Senior Sales Director at Mews

“How far are we going to go with AI to personalize, to stand out, the customer experience and the system user experience? How far are we going to go? There’s no limit, but I think the future will tell.”

Join us at the Hospitality Operator Forum on June 12 for even more expert insights on similar topics.

Europe

Please click here to access the full original article.

Total
0
Shares
Share 0
Tweet 0
Pin it 0
You should like too
View Post
  • Innovation

Turning Lobbies into Revenue with Grab & Go Technology

  • Automatic
  • 4 September 2025
View Post
  • Innovation

Immersive Hospitality: Redefining the Guest Experience

  • Automatic
  • 4 September 2025
View Post
  • Innovation

TrustYou stärkt Führungsriege und treibt die Always-Reply-Zukunft mit seiner Hospitality AI-Plattform voran

  • Automatic
  • 4 September 2025
View Post
  • Innovation

TrustYou Accelerates the Always-Reply Future in Hospitality AI with Three Senior Hires

  • Automatic
  • 4 September 2025
View Post
  • Innovation

MIT Study on AI ROI: A Perception Problem, Not a Technology Gap | Jim Lecinski posted on the topic | LinkedIn

  • Jim Lecinski
  • 4 September 2025
View Post
  • Innovation

A Reply to Ira Vouk: MCP, AI, and the Future of Hotel Distribution

  • Mike Adams
  • 4 September 2025
View Post
  • Innovation

How AI sharpens decision-making for hospitality

  • Automatic
  • 3 September 2025
View Post
  • Innovation

A Recipe for Cost Control Success: 5 Lessons from F&B for Hotel Budget Season

  • Automatic
  • 3 September 2025
Sponsored Posts
  • 2025 SOCIETIES Quaterly 3

    View Post
  • The Future of Revenue Management Is Strategic Leadership – LodgIQ

    View Post
  • Case Study: Refinery Hotel Redefines Revenue Management with LodgIQ

    View Post
Latest Posts
  • Nomada Hotel Group Joins BLLA to Enrich Team Community Through Education, Networking & Support
    • 4 September 2025
  • Hilton Motif Seattle Unveils Transformation of Rooftop Concept, Frolik Kitchen + Cocktails, Set to Open in September
    • 4 September 2025
  • An Icon Reborn: W Hotels Unveils a Tone-Setting Transformation of W New York – Union Square
    • 4 September 2025
  • Looking ahead: U.S. OTAs bet on loyalty, AI and B2B
    • 4 September 2025
  • ANZ travel market outlook: Growth fueled by prices, not passengers
    • 4 September 2025
Sponsors
  • 2025 SOCIETIES Quaterly 3
  • The Future of Revenue Management Is Strategic Leadership – LodgIQ
  • Case Study: Refinery Hotel Redefines Revenue Management with LodgIQ
Contact informations

contact@10minutes.news

Advertise with us
Contact Marjolaine to learn more: marjolaine@wearepragmatik.com
Press release
pr@10minutes.news
10 Minutes News for Hoteliers 10 Minutes News for Hoteliers
  • Top News
  • Posts
  • 🎙️ Podcast
  • 👉 Sign-up
  • 🌎 Languages
  • 📰 Columns
  • About us
Discover the best of international hotel news. Categorized, and sign-up to the newsletter

Input your search keywords and press Enter.