CACTUS CACTUS J Tour Bus Manag Econ CACTUS – Journal of Tourism Business, Management and Economics 2247-3297 ASE Publishing House Bucharest, Romania 10.24818/CTS/5/2023/1.04 cactus-2023-4 Research Article O33, Z32, C80 Potentials of developing Artificial Intelligence technology in the Sri Lankan hotel industry with special reference to Colombo district Duleepa Dananjaya https://orcid.org/0000-0002-2021-2954 duleepa96@gmail.com Hasini Jayawardena Ruwan Ranasinghe Uva Wellassa University, Department of Tourism Studies, Sri Lanka Uva Wellassa University, Department of Tourism Studies, Sri Lanka Uva Wellassa University, Department of Tourism Studies, Sri Lanka 15 6 2023 5 1 1562023 Copyright © 2023, The Author(s) 2023 The Author(s) This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (CC BY-NC 4.0). https://creativecommons.org/licenses/by-nc/4.0/

The intense competition and unpredictable challenges in hotel operations in Sri Lanka have led to the need to adopt new technologies to provide better services to guests and maximise efficiency and effectiveness. Therefore, the main objectives of this study were to examine various Artificial Intelligence tools used in hotels in Sri Lanka, explore managers' perceptions of Artificial Intelligence, and identify barriers to the implementation of Artificial Intelligence in hotels in Sri Lanka. Using a purposive sampling, 15 managers of star category hotels in the Colombo district were selected and interviewed using a structured interview method to explore the objectives. The findings derived from the thematic analysis showed that hotels in Sri Lanka have limited knowledge of AI applications and that the respondents' perception of AI technology is still at an early stage where they doubt and question its effectiveness compared to human resource services. The study found that the use of AI technology has significant potential, especially in new and emerging hotels, as these new hotels tend to engage with tech-savvy guests compared to existing hotels in Sri Lanka. Moreover, technological advancements in artificial intelligence will undoubtedly lead to an unimaginable hotel experience that will increase guest satisfaction in Sri Lanka's hotel industry.

 Keywords Artificial Intelligence Artificial Intelligence Tools Barriers Managerial Perceptions Technological Advancements

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