From Guest to Family: An Innovative Framework for Enhancing Memorable Experiences in the Hotel Industry

Abstract

This paper presents an innovative framework developed to identify, analyze, and generate memorable experiences in the hotel industry. People prefer memorable experiences over traditional services or products in today's ever-changing consumer world. As a result, the hospitality industry has shifted its focus toward creating unique and unforgettable experiences rather than just providing essential services. Despite the inherent subjectivity and difficulties in quantifying experiences, the quest to capture and understand these critical elements in the hospitality context has persisted. However, traditional methods have proven inadequate due to their reliance on objective surveys or limited social media data, resulting in a lack of diversity and potential bias. Our framework addresses these issues, offering a holistic solution that effectively identifies and extracts memorable experiences from online customer reviews, discerns trends on a monthly or yearly basis, and utilizes a local LLM to generate potential, unexplored experiences. As the first successfully deployed, fast, and accurate product of its kind in the industry, This framework significantly contributes to the hotel industry's efforts to enhance services and create compelling, personalized experiences for its customers.