A Framework for Artificial Intelligence Driven Process and Service Innovation in Food and Beverage Departments of Premium Hotels in National Capital Region

Abstract

The integration of AI into the hospitality industry is altering operating paradigms and guest service standards, especially within the Food and Beverage (F&B) departments of premium hotels. This study presents a complete framework for AI-driven process and service innovation in the F&B departments of premium hotels located in the National Capital Region (NCR) of India. By exploring current adoption trends, technological enablers, and innovation outcomes, the research aims to identify how AI transforms core processes such as inventory management, kitchen automation, and supply chain coordination, while simultaneously enhancing customer-facing services through personalization, smart menus, and conversational interfaces. Grounded in the Innovation Diffusion Theory, the “Technology-Organization-Environment (TOE) Framework,” and Service-Dominant Logic, the study adopts a mixed-methods approach integrating quantitative surveys and qualitative interviews across chosen premium hotels. The resulting AI innovation framework not only highlights the important facilitators and results of AI adoption but also provides strategic insights for hotel managers, policymakers, and technology providers aiming to boost competitiveness and operational excellence in the hospitality sector. The paper finishes with practical implications, obstacles of implementation, and future research possibilities, notably in regard to workforce change and the scalability of AI solutions.