Exploring the Application of Artificial Intelligence (AI) in Enhancing the Operational Efficiency of Five-star Hotels in Kampala City: a Case of Sheraton Hotel Kampala and Kampala Serena Hotel

Ronald Ssekitto

Exploring the Application of Artificial Intelligence (AI) in Enhancing the Operational Efficiency of Five-star Hotels in Kampala City: a Case of Sheraton Hotel Kampala and Kampala Serena Hotel

Author(s)	Mr. Ronald Ssekitto
Country	Uganda
Abstract	The study explored the application of artificial intelligence (AI) in enhancing the operational efficiency of five-star hotels in Kampala City; focusing on Sheraton Hotel Kampala And Kampala Serena Hotel as a case study. The study mainly focused on three specific objectives: To identify and categorize the Artificial Intelligence (AI) technologies currently implemented by the Sheraton Hotel Kampala and Kampala Serena Hotel; to analyze the operational, economic, and social implications resulting from the use of Artificial Intelligence (AI) in Sheraton Hotel Kampala and Kampala Serena Hotel; and to identify the major challenges, barriers, and risks associated with Artificial Intelligence (AI) adoption in Sheraton Hotel Kampala and Kampala Serena Hotel. The study adopted a descriptive cross-sectional research design using a mixed-methods approach (both quantitative and qualitative techniques) to understand the topic under study. Yamane’s formula was used to select a sample size of 304 respondents from a population of the selected hotels and 235 were questionnaires collected for analysis. In addition, 45 interviews were successfully conducted out of the expected 69 interviews, giving a response rate of 65.2%. Data was examined using both descriptive and inferential statistics, including frequencies, percentages, Pearson correlation, model summary, ANOVA for regression analysis. The results indicated that AI adoption have a statistically significant positive relationship with operational efficiency (r=.853, p<0.05). This means that improvements in AI adoption are strongly associated with increased operational efficiency in the selected hotels. The coefficient of determination (R Square=0.727) shows that approximately 72.7% of the variation in operational efficiency is explained by AI application. This means that AI application significantly contributes to operational efficiency in five-star hotels through improved automation, service delivery, communication, decision-making, and resource management. The Adjusted R Square = 0.718 further confirms that the model remains strong even after adjusting for possible errors and sample variations. This indicates that the regression model is reliable in explaining the relationship between AI application and operational efficiency. The study concludes that both Sheraton Hotel Kampala and Kampala Serena Hotel are in a transitional phase of AI adoption, characterized by strong implementation in operationally critical systems, gradual expansion into advanced AI applications, and ongoing efforts to modernize service delivery. The study recommends that both hotels should adopt a strategic, integrated, and human-centered approach to AI implementation by aligning technology with operational goals, employee capabilities, and customer expectations.
Keywords	Artificial Intelligence; Operational Efficiency; Hotel Technology Adoption; Five-Star Hotels
Published In	Volume 8, Issue 5, September-October 2026
Published On	2026-09-26

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Exploring the Application of Artificial Intelligence (AI) in Enhancing the Operational Efficiency of Five-star Hotels in Kampala City: a Case of Sheraton Hotel Kampala and Kampala Serena Hotel

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