Redefining Guest Engagement: Future Trends and Transformative Strategies in Hospitality Marketing

Abstract

Abstract

The hospitality industry is changing because of the convergence of Artificial Intelligence (AI), Sustainability, and Extended Reality (XR). With rapidly changing technical expectations from guests, hospitality organizations are using AI for hyper-personalization, XR for immersive experiences for guests and employees, and sustainability for operational resilience and ethical alignment. Drawing upon current literature and industry case studies, the chapter discusses AI-driven innovations such as predictive analytics, chatbots, and smart CRM systems that increase service and delivery efficiencies. Sustainable design, ethical sourcing, and green operations powered by AI are simultaneously identified as strategic imperatives. XR technologies, meanwhile, are discussed as critical differentiators in marketing and workforce development, from virtual room tours to immersive training simulations. The chapter also introduces the concept of Gen Hospitality, which is the digital-native traveller who is ethically conscious and experience-driven. This study wraps up with a discussion of how AI-XR, tokenized ecosystems, and net-zero hospitality are emerging trends, as well as the high capital cost barriers, digital divide hindrances, and ethical governance struggles. This study gives a strategic framework for a resilient, future-ready, and guest-centric hospitality value chain.

Keywords: Artificial Intelligence, Sustainability, Extended Reality, Hospitality Innovation, Guest Personalisation