Abstract

The integration of Artificial Intelligence (AI) in the hospitality industry is revolutionizing hotel management and operations, particularly in luxury hotels. This study examines the application of AI in 4-5 star hotels in Ho Chi Minh City from the perspective of hotel employees, focusing on its impact on work efficiency, job satisfaction, and service quality. Through a mixed-method approach, including surveys and in-depth interviews, the research analyzes employees' experiences with AI-powered technologies such as automated check-in systems, chatbots, predictive analytics, and robotic services. Findings indicate that while AI enhances operational efficiency and guest satisfaction, employees face challenges related to job adaptation, skill requirements, and human-machine interaction. The study provides recommendations for optimizing AI implementation in hotel management, emphasizing the need for employee training programs and strategic integration to maximize both technological and human potential.

Keywords: Artificial intelligence, hospitality management, employee perception, luxury hotels, Ho Chi Minh City.