Artificial Intelligence-Internet of Things Convergence in Hospitality: A Theoretical Approach on Smart Service Delivery and Customer Engagement

The rapid convergence of Artificial Intelligence (AI) and the Internet of Things (IoT) is reshaping the hospitality industry by enabling intelligent, automated, and hyper-personalized service ecosystems. This study examines how the integration of AI and IoT—referred to as AIoT—enhances smart service delivery and strengthens customer engagement within hotels and related hospitality environments. The research explores key AI and IoT applications such as smart guest rooms, predictive maintenance, automated check-in systems, and personalized service recommendations, highlighting their impact on operational efficiency and guest satisfaction. Findings indicate that AIoT-driven solutions not only streamline service processes but also create immersive, interactive experiences that increase convenience, engagement, and loyalty. Despite challenges related to security, cost, and technological integration, AIoT offers significant potential for transforming hospitality service models. The study concludes that embracing AI–IoT convergence is essential for hospitality organizations seeking competitive advantage in an increasingly digital and experience-driven marketplace.