Leveraging Machine Learning for Enhanced Hospitality Services in Selected Hotels in Ondo State, Nigeria

DOI

10.2991/978-94-6463-644-4_3How to use a DOI?

Keywords

Machine Learning in Hospitality; Guest Satisfaction; Operational Efficiency; Customer Segmentation; Predictive Analytics

Abstract

This research seeks to establish how machine learning (ML) can be used to improve hospitality services in the selected hotels in Ondo State, Nigeria. As quantitative research, the study adopts a systematic method of data collection and analysis with the hotel staff and guests. The application of customer segmentation, recommendation systems, and sentiment analysis as ML techniques meets the challenges and operational constraints typical for the Nigerian hospitality industry. The findings show that there is a 25% improvement in positive feedback from guests, 30% decrease in the time guests wait for services and a 20% enhancement of the operational coordination which support the idea that ML can enhance service delivery processes. Furthermore, guest satisfaction was improved by 10% in positive feedback and 15% decrease in negative feedback because of personalized services and active feedback analysis. There was also an improvement in operational efficiency whereby labor and operational costs were cut by 10% and 12% respectively by using predictive staffing and resource utilization. The study also reveals the level of adoption of other components of the ML framework, where customer segmentation is fully adopted, while service personalization and feedback analysis are still under development. Further work in data protection and staff development is necessary for long-term use of ML in the hospitality management industry. This study offers practical recommendations for Nigerian hotel operators to address certain operational and customer service requirements and highlights the significance of ML implementation for the competitive advantage and enhanced guest satisfaction in the regional hospitality industry.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Elizabeth Akintade
AU  - Shafiu Halidu
AU  - Patience Meduna
PY  - 2025
DA  - 2025/02/04
TI  - Leveraging Machine Learning for Enhanced Hospitality Services in Selected Hotels in Ondo State, Nigeria
BT  - Proceedings of the 8th URSI-NG Annual Conference (URSI-NG 2024)
PB  - Atlantis Press
SP  - 13
EP  - 26
SN  - 2352-541X
UR  - https://doi.org/10.2991/978-94-6463-644-4_3
DO  - 10.2991/978-94-6463-644-4_3
ID  - Akintade2025
ER  -