Suman Sur Director, IT, Apeejay Surrendra Park Hotels Limited
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 transformation is revolutionising the hospitality sector. Key drivers include the need for operational efficiency, seamless guest experiences, and cost reduction through automation and digital solutions such as mobile applications, self-service kiosks, property management systems, online reservation systems, contactless payment and guest management platforms. Guests now expect technology to provide convenience and personalisation across their journey, from online booking to AI-driven customer support powered by data analytics.
What are the key technologies and solutions being adopted and/or explored by your organisation? What have been the key benefits?
At ASPHL, we are continuously integrating advanced technologies to enhance both guest and staff experiences. Mobile web apps and contactless systems are used for guest-facing services such as mobile check-ins, contactless menus and payments, and online room bookings. Data analytics helps us control and manage personalised room preferences, tailored recommendations, dynamic pricing models, a customised loyalty programme, a predictive concierge service, etc. Our AI-driven CRM solution streamlines guest communication. We are using virtual hotel tours for lifelike, interactive exploration of our hotel facilities, rooms and amenities. Prospective guests can virtually navigate spaces, enhancing their pre-booking experience. We are using Opera & Simphony Cloud by Oracle, a cloud-based PMS and PoS billing system. These streamline hotel operations, integrating reservations, check-ins and billing. We are also using robotics technology at our restaurants to reduce wait times, improve hygiene and manage staff attrition.
What are the key challenges in technology adoption and implementation? How are you addressing them?
Legacy culture and skillset gap are major challenges. To address them, we specialise in learning and training programmes that empower our teams to be successful with new technology. We work with the skills that our team already has, developing a plan with them so the new technology can make their work easier and more efficient.
Another big challenge is cybersecurity. As digital systems expand, so do threats. Cybercriminals can sell guest information on the dark web, hold it for ransom via ransomware, or use the data to commit further crimes, including phishing attacks and identity theft. We have invested in industry-leading security measures, including GDRP-compliant applications, and the best gateway security solutions such as Palo Alto (firewall) to prevent external attacks and SentinelOne for endpoint security. Other measures include appointing a compliance champion, educating staff, controlling data access and collaborating with PCI-compliant vendors.
What technology trends will shape the sector in the coming years?
From virtual assistants to secure payments, information technology in hospitality is presenting new approaches to managing and operating properties. New technologies in customer service, operations, marketing and sustainability in the hospitality industry include AI, blockchain, robotics, AR, energy-saving technologies, metasearch bookings, facial recognitions and Wi-Fi 6. S
