Shailendra Ahire
Corporate IT, Royal Orchid
Hotels
New-age technologies are transforming the travel and hospitality sector. Players in the industry are now relying heavily on solutions such as artificial intelligence (AI), augmented reality (AR), virtual reality (VR) and internet of things (IoT) to deliver a highly personalised experience to customers and enhance business efficiency. Leaders from the travel and hospitality sector share their views on the role of technology in the sector, key challenges being faced in technology adoption and trends that are driving digital transformation…
How are digital technology and new-age solutions transforming the travel and hospitality sector? What are the key drivers?
Digital technology is significantly reshaping the hospitality industry, especially after the pandemic. Key drivers include heightened customer expectations for personalised experiences, the need for operational efficiency and the rise of mobile-first behaviours. Guests now expect seamless digital interactions throughout their journey, from booking to post-stay feedback. Moreover, the integration of contactless solutions and virtual services is further enhancing the guest experience and ensuring safety.
What are the key technologies and solutions being adopted and/or explored by your organisation? What have been the key benefits?
At Royal Orchid and Regenta Hotels, we are heavily investing in technology to elevate guest experiences. AI-driven chatbots and virtual assistants are being used for personalised guest services and enquiries. We are using a cloud-based property management system (PMS) to streamline operations, improve inventory management and enhance guest data analytics. We use dynamic pricing and revenue management systems powered by ML to optimise room rates and drive revenue. Loyalty programme digitisation to allow members to track and redeem points seamlessly is another area. These technologies have improved operational efficiency, provided better insights into guest preferences and allowed us to offer a more customised and engaging experience to our guests. Very soon, we will be introducing mobile check-ins and keyless room entry, ensuring contactless and frictionless interactions.
What are the key challenges in technology adoption and implementation? How are you addressing them?
The biggest challenges we face in adopting new technologies include the integration of legacy systems, staff training and ensuring data security. Many existing hospitality operations rely on older systems that are not always compatible with modern solutions, making the transition complex. Moreover, training staff to adapt to new systems while maintaining service standards is crucial. We are addressing these challenges through phased implementation, focusing on modular technologies that can integrate easily with existing systems. Additionally, we invest in comprehensive training programmes for our staff to ensure they are comfortable with new tools. Finally, cybersecurity remains a top priority, and we have robust data protection protocols in place to safeguard guest information.
What technology trends will shape the sector in the coming years?
In the coming years, the hospitality industry will be shaped by several key trends. AI and predictive analytics will continue to drive personalisation, from customised marketing to personalised guest experiences. Sustainability-driven technologies, such as energy management systems and eco-friendly operations, will gain prominence as travellers seek greener stays. AR/VR will play a bigger role in immersive guest experiences, allowing virtual property tours and enhanced in-room entertainment. High speed Wi-Fi connectivity will unlock new possibilities for smart hotels, providing enhanced guest connectivity and the ability to leverage IoT devices more effectively. Blockchain is expected to revolutionise areas such as secure payment processing, loyalty programmes and even supply chain management. Royal Orchid and Regenta Hotels are already exploring many of these technologies as part of our future-forward strategy.
