Your take is spot on, and it echoes the reality I've seen play out time and again in the trenches of hospitality tech. The debate isn't really about "all-in-one" versus "best-of-breed"—it's about how we work together to deliver actual results for hotels and their guests.
A very topical question which also came up at the HFTP Barcelona CIO Summit recently. There was no single answer as it will always depend on the particular situation. For a small hotel/BnB, a combo PMS/POS/IBE product like Avon Data, Heart or BookAssist may suffice and would do a very good job.
In a word, yes. All the major players in industry are working towards a hospitality 'platform' solution. Yes, you may be able to purchase the pieces separately, which is purely commercial. But they are designed and intended to support across business operations.
Hotelogix, a globally leading cloud-based hospitality technology provider, said V Mansion Boutique Hotel and Athena Hotel in Laos have upgraded to its multi-property management system to streamline and centralise operations. In addition, Souphattra Serviced Apartment, their sister property, has also migrated to Hotelogix. The move aims to modernise group-level management, automate daily functions, and enable scalable growth through digital transformation.
"Hand-thought is the new hand-built. In luxury, human-curated service — powered by AI — is the next premium." The CIO role has moved far beyond infrastructure. We’re no longer just maintaining networks — we’re shaping the future of the guest experience.
"Forget the hype — the true power of AI lies in the back office, not in guest-facing gimmicks." Technology has become central to our business planning. IT is no longer a support function — it’s a strategic pillar. I’m increasingly involved in shaping commercial roadmaps, evaluating distribution platforms, and making long-term investment decisions.
Every department is becoming its own tech expert — our job is to enable, not dictate." We’re witnessing a cultural shift in how technology is adopted within hospitality businesses. End users are increasingly tech-literate — they’re evaluating tools on their own, consulting peers, and coming to IT with clear preferences.
We focus on using technology to create seamless and personalised guest experiences while also improving performance. One example is how guests can easily add extras such as late checkout or breakfast directly from their phone at check-in.
One simple example that recently impressed me was receiving a WhatsApp message allowing me to check in online. It was seamless and aligned with what many guests now expect. In fact, we know that around 63 percent of millennials prefer the option to check in online.
At Staypineapple, we use Mews across all of our properties and have started incorporating AI to help us better understand our guests before they arrive. We combine this with other data—like reviews and past preferences—to build a more complete picture of who is staying with us.
In my opinion AI and robotics will disrupt the industry's jobs on a few different levels. The guest transactional experience will be the first to be affected and the first jobs to go will be in customer service, especially call centers, reservations, operators, etc.
A couple of key considerations impact the outcome and this will come down to a per business environment. These are - What is your philosophy toward the delivery of hospitality, which is a human to human condition? What 'level' of product are you offering to the market - do you currently deliver hospitality (service and care) with your existing product?
Technologies like AI, robotics, automation, mobility and IoT are called upon to solve a number of issues in hospitality: Solve dull, repetitive, dirty or dangerous jobs. Solve high turnover of trained employees (20%-30%) Solve problems like poor discipline, lack of motivation, etc.
... Back office. In all its flavours, from finance reconciliation (via Predictive AI/ML based RPA tools), guest feedback analysis (via Gen AI tools), Revenue Management (via Predictive AI, which has been in place for over a decade already), and marketing SEO/PR copywriting (via Gen AI text and graphic tools), HR (eg tools to auto read/select/deselect CVs based on Gen AI tools), and some staff productivity (eg via Copilot for email filtering).
I believe that the single biggest impact AI will have on hospitality is in REVENUE MANAGEMENT. Today's hospitality revenue managers navigate an increasingly complex environment shaped by shifting consumer preferences and remaining competitive.
Transitioning hospitality from Mobile-first to AI-first will be the greatest transformation of our industry since the advent of the Internet. Within this AI transformation, I believe agentic AI will have the single biggest impact on our industry.
Hotelogix, a globally leading cloud-based hospitality technology provider, has implemented e-invoicing for hotels operating in Malaysia. With this, hospitality entities in Malaysia using Hotelogix Hotel Property Management System (Hotel PMS) can automate the whole process—generating e-invoices directly from the system to get them verified through the Malaysian tax authority's website. Most importantly, it assists hotels in becoming compliant with tax regulations.
A lot of hoteliers today will feel like they are treading water, grasping for clarity over what kind of impact AI agents will ultimately have on their businesses.
The first observation is that things are developing very quickly. As compared to Moore's law, the pace of next generation AI capablities are developing at a speed that is hard to fathom based upon our species past technical endeavours.
AI Agents are a fundamentally different way to interact with data and knowledge. We are now in the phase of replicating the current status with agents (for example, to build a travel itinerary), like the first TV programs were radio shows with a camera, but pretty quickly we'll evolve to find new ways of doing the same things.
No, most hoteliers are not ready for the new era of personal AI agents. Hotels have historically been cautious about new technology, and for good reason. But AI-driven hotel discovery isn't necessarily about tech adoption. It's about storytelling.AI relies on natural language processing, so hotels should publish blog posts and substantive content that answer traveler queries on their websites.
One of the world’s largest and leading hotel companies, IHG Hotels & Resorts, is helping event planners and buyers navigate the maze of endless travel options with its immersive Mind Lobby activation at AIME 2025 (The Asia Pacific Incentives and Meetings Event) in Melbourne, 10-12 February 2025.
The term "robot" comes from the Czech word robota, meaning forced labor or drudgery. Introduced by Karel Čapek in his 1920 play R.U.R. and inspired by his brother Josef, the word encapsulated a grim vision of mechanized subjugation. Ironically, a century later, robots have flipped the script: they're no longer merely laborers but liberators, reshaping how industries—from logistics to hospitality—operate.
By 2025, over 85 million existing jobs will be lost due to the seismic shift toward AI, robotization and automation, according to WEF, McKinsey and OECD. Last year labor costs exceeded 1/3 of hotel revenue and AI, robotization and automation are becoming increasingly appealing to hotel owners and operators.
Could we see digital workers comprising half of the hospitality workforce, as they already do at Amazon in this decade? Yes. This model aligns perfectly with the limited and select service layer of the industry. Under such a model I would call it the 'no service' or dormitory management layer.
To thrive in an increasingly digital world, hotels must embrace AI to deliver the highly personalized experiences modern guests demand. However, as with any transformation, it's critical not to put the cart before the horse. Before investing in advanced AI-driven solutions, hotels should first establish a strong, sustainable data foundation—a Central Guest Profile (CGP) that aggregates guest information across all touchpoints of the customer journey.
To deliver personalized experiences and boost direct bookings, hotels must first build a solid data foundation through a Central Guest Profile (CGP). Without clean, unified data, AI-driven tools underperform. Fixing data issues before adopting advanced solutions enables hotels to unlock AI"s full potential, enhance loyalty, and outpace OTAs.
Shiji, the global hospitality technology innovator, is proud to announce that Seda Hotels has chosen the Infrasys Cloud POS solution to streamline operations and enhance the F&B guest experience across its 12 locations. Based in the Philippines, Seda Hotels is known for its blend of contemporary design, exceptional service, and Filipino hospitality and is a part of Ayala Land Inc., one of the largest and most diversified property developers in the country.
Hotelogix, a globally leading cloud-based hospitality technology provider, said that Araw Hospitality Group in the Philippines has migrated to its Hotel Property Management System (Hotel PMS) with multi-property management features to efficiently and centrally manage its group-wide operations. The management at the Philippines-based hospitality entity also aims to realize its future expansion plans by adding new properties on the comprehensive technology platform provided by Hotelogix.
Vingcard, an ASSA ABLOY company and provider of advanced technologies for the hospitality industry, is pleased to announce the successful implementation of its cutting-edge Vingcard Allure door locks enabled with Mobile Access by mi-pad Queenstown in New Zealand. An award-winning modern and sophisticated property with an eye for adopting the industry’s most recent advances, mi-pad Queenstown with its solutions by Vingcard ensures maximum safety and a smart tech-oriented stay experience that always delivers personalized convenience from the moment a guest arrives.
The China Hospitality Technology Alliance (CHTA) successfully hosted the Future Travelers 2024 Global Conference in Shenzhen on November 1-2. The event gathered industry C level leaders, tech innovators, and experts to discuss and explore the future of travel and hospitality technology namely AI and digital transformation .
IHG Hotels & Resorts is offering festival-goes and consumers a stress-free way to plan their next holiday at South-by-South-West Sydney (SXSW) this October 14-20, thanks to innovative technology that taps into the subconscious mind. The aptly-named IHG Hotels & Resorts ‘Mind Lobby’ is a futuristic, experiential activation that will launch on Sydney’s International Convention Centre Forecourt throughout the week-long event and sits at the heart of IHG’s official partnership with SXSW Sydney 2024.
Hospitality Financial and Technology Professionals (HFTP®) India Chapter is excited to announce its inaugural CIO Summit, scheduled for October 14-16, 2024, at the luxurious Taj Cidade Heritage, Goa. This landmark event will bring together industry leaders, technology innovators, and hospitality executives to delve into the rapidly evolving technological landscape within the hospitality sector.