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"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.