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LUXURY AND GLAMOUR Q: WHAT ROLE DO YOU SEE DIGITAL Q: IN WHAT WAYS HAS TECHNOLOGY sanitization tracking, and health
checks offering reassurance about
HELPED YOUR ORGANIZATION
TRANSFORMATION PLAYING IN
RESHAPING GUEST EXPERIENCES
IMPROVE GUEST SATISFACTION
cleanliness and safety during
AND OPERATIONAL PROCESSES IN
AND LOYALTY, PARTICULARLY IN
their stay.
THE HOSPITALITY SECTOR?
A POST-PANDEMIC WORLD?
IN HOSPITABLE HOSPITALITY Digital transformation in hospitality In the post-pandemic world, Q: HOW DO YOU STAY AHEAD OF
means using technology to improve
technology has significantly improved
TECH TRENDS AND ANTICIPATE
the ability of hospitality businesses
guest experiences and make hotel
operations easier for staff. This to offer convenient, personalized, and THE EVOLVING NEEDS OF YOUR
GUESTS IN AN INDUSTRY THAT IS
includes tools like mobile apps, smart safe experiences, increasing guest CONSTANTLY SHIFTING?
rooms, and automated systems to comfort and satisfaction.
Luxury and glamour in the enhance services and streamline To meet the changing expectations
hospitality industry can be daily tasks. One major shift has been the adoption of guests and remain competitive,
of contactless services. With many
defined rationally based on Enhancing the Guest Experience guests preferring minimal physical hospitality businesses must be
authenticity, establishing Through technology, hotels can gather interaction, hotels now provide proactive, adaptable, and forward-
thinking. Staying current with the
contactless check-ins, payments, and
real one-on-one guest insights into guest preferences-like room access via smartphones. These latest technology, trying out new tools,
preferred room setups or dining
satisfaction-based service and options-to deliver a more personalized features enhance convenience while listening to guest feedback, and using
data to anticipate future needs are
personalization. stay. Modern travelers seek greater also making guests feel more secure essential steps. Embracing innovation
control over their experience, and tools during their stay. allows hotels to offer personalized and
Meaningful experience such as mobile apps and self-check- Hotels are leveraging technology seamless experiences that encourage
in kiosks enable guests to manage
creating an emotional their stays with ease, bypassing long to personalize experiences by repeat visits.
analyzing data from past stays or
connection as a “wow” factor queues.Since the pandemic, many online behaviour. This allows them Keeping up with industry trends
guests prefer contactless services.
reflects luxury, which is Digital check-ins, touchless payments, to recommend products or offer can be achieved by reading reports,
attending webinars, and following
discounts tailored to each guest’s
certainly powerful than words. and smartphone room keys make their preferences, making guests feel experts on social media. Actively
The hospitality industry adopts stay smoother and safer. Messaging valued and understood. collecting feedback through surveys,
tools and chatbots also give guests
online reviews, and social media helps
a mix of brand strategies since quick and easy access to help, Communication has become more businesses understand what guests
just as in many other sectors, improving their overall experience. seamless and efficient with the help value and expect.
the hotel business has jumped Making Hotel Operations Smoother of technology. Hotels can easily Data analysis is a powerful tool for
connect with guests through email,
on the luxury bandwagon Automation helps staff with everyday text messages, or mobile apps, identifying patterns and predicting
to extend experiences and tasks like handling bookings, check- keeping them informed about trends. By studying guest stays,
bookings, and interactions, hotels can
promotions, special offers, and
services that would typify the ins, and cleaning schedules. This updates. This ongoing communication make informed decisions and tailor
saves time, reduces mistakes, and
brand uniqueness. keeps things running smoothly. builds trust and keeps guests engaged. experiences to meet needs before they
arise.
A revolutionary transformation Connected systems for reservations, Booking, modifying, or cancelling
billing, and guest management allow
to streamline the operations different departments to work together reservations is now easier through Testing new technologies through
pilot programs provides valuable
with digital integration more efficiently. Technology also helps websites or apps, providing flexibility insights into what works best for
that encourages repeat visits.
generates an elated guest managers remotely control things Gathering guest feedback through guests. Flexibility is also crucial in an
like room temperature, lighting, and
industry that constantly evolves, as is
experience. maintenance, which reduces energy online reviews or surveys also adopting green technologies to meet
helps businesses identify areas for
use and fixes problems faster. By improvement and foster loyalty. growing guest demand for sustainable
Stellar service, driven by predicting when equipment needs practices. Reducing energy use and
devoted hotel staff together repairs, hotels can cut costs and Loyalty programs, often managed waste not only supports environmental
avoid unexpected breakdowns. Digital
goals but also enhances the guest
with a culture of digital tools also help train staff and improve through apps or websites, enable experience.
guests to earn points, rewards, or
excellence was discussed communication, making their jobs discounts with each stay, encouraging By staying informed, leveraging data,
easier. Overall, digital transformation
during an interview with creates a better experience for both them to return. Additionally, the focus and embracing change, hospitality
on health and safety has intensified,
Mr Rushdy Mubarak, Cluster guests and employees. with digital tools like online menus, businesses can deliver exceptional
experiences and maintain their
Director of IT, Radisson Hotel competitive edge.
Group, UAE.
87 From Campus to Corporate Leadership l Aug/Sep 2025 l www.bimt.lk From Campus to Corporate Leadership l Aug/Sep 2025 l www.bimt.lk 88
