ACCORDING TO BEST PRACTICES IT MARKET RESEARCHEnhancing the Hotel Guest Experience Page 3 Meeting Guest Expectations Page 6 Powering Guest Personalization TABLE OF CONTENTS Page 9 Fueling the Guest Journey Page 12 Working Hand in Hand with Hotel Staff Page 15 NOTE: The research findings featured in this study are derived from an online survey conducted by Starfleet Research in Q3 2018 on Hotel Guest Experience Management. The survey was completed by 280 qualified respondents across multiple job titles, hotel property sizes and categories and geographic regions. For more information, please contact research@starfleetmedia.Executive Executive Summary Summary This research study aims to understand the current state of the hotel industry as it relates to the use of artificial intelligence (AI) in enhancing the quality of the guest experience. Leveraging both primary and secondary research, the objective is to provide a broad view of technology innovation, industry adoption trends, and the benefits that early adopters are already achieving with AI. The study seeks to benchmark best practices for utilizing AI in the context of guest experience management and o