TravTalk Middle East Online Magazine
Use of AI and technology in the hospitality industry is increasing, changing the business model. TRAVTALK speaks to leading industry leaders to find out how AI is being applied in their businesses.
Sultan Moraished, Group Head of Technology and Corporate Excellence, Red Sea Global
Every industry faces disruption and potential improvement through Artificial Intelligence. At Red Sea Global, we are harnessing AI to elevate both the guest experience and our environmental conservation efforts. Our initiatives include deploying technologies that support a seamless customer service, as well as using machine learning to monitor our coral reefs to enable swift identification and response to events like coral bleaching. However, tourism is fundamentally a people-centric industry. Travel is about connecting with diverse cultures, and there will always be an aspect of hospitality that remains uniquely personal and immune to the reach of AI.
Sultan Otaibi, Chief Executive Officer, Taiba Investments
AI’s impact on the hospitality industry is profound. With tangible reductions in cost seen across AI-powered hotel operations, more hoteliers are integrating the technology to dynamically adjust pricing, craft tailored marketing strategies, and streamline operations. From predictive maintenance to energy management and housekeeping, AI elevates operational standards across the board, setting the industry on a sustainable growth path.
Fahad Abdulrahim Kazim, CEO, Millennium Hotels and Resorts MEA
At Millennium Hotels and Resorts MEA, we view AI as a game changer. It’s automating repetitive tasks like check-in and housekeeping scheduling, freeing our staff to become experienced architects. Imagine – a concierge who remembers your preferred room temperature and can curate personalised recommendations based on past stays. AI also helps us analyse guest data to optimise pricing and predict needs.
Michael Grieve, Chief Brand Officer, Jumeirah
We believe in the enduring power of human connection. Technology is an incredible force, and AI has the potential to be a valuable tool in our industry. However, it’s crucial to remember that luxury hospitality thrives on personal touch and genuine interactions that resonate with our guests. While AI can be an enabler, driving revenue growth, it can never replace the depth of connection forged between a guest and our hotel team.
Paul Stevens, COO, Premium, Midscale & Economy Division for ME, Africa & Türkiye, Accor
While technology enhances efficiency, maintaining a human connection is essential to ensure meaningful experiences. At Accor, we integrate technology into hotel operations in ways that complement and support the work of team members. This allows them to focus on complex and high-touch interactions. We strategically deploy AI as a tool to enhance guest experience, and add value for owners, not replace human interaction.
Dalia Amer, General Manager, Radisson Blu Hotel, Alexandria, Egypt
AI and technology can enhance the guest experience but will not replace the human touch. We, as human beings, need to interact and feel understood and individually recognised. We need empathy, which is very essential in hospitality, providing warmth and personalised service that technology alone cannot replicate. It is a matter of human nature and culture, especially in the Middle East. AI and technology can facilitate routine tasks.
Mohamad Saade, General Manager, Radisson Hotel & Residence Riyadh Olaya, KSA
While AI and technology are transforming the hospitality industry, they will never replace the human touch and the entire human element. Technology enhances efficiency, but the warmth and personal interaction provided by human employees are irreplaceable in delivering exceptional hospitality experiences. We plan to integrate AI for data analysis and predictive maintenance, streamlining routine tasks.
Petr Dubsky, GM, The Diplomat Radisson Blu Hotel, Residence and Spa, Bahrain
The ideal approach is to strike a balance between technology and human service, leveraging AI to support and augment human capabilities, ultimately enhancing the overall guest experience. AI and technology streamline backend work through automation, data analysis, and predictive analytics, enhancing operational efficiency in hospitality. They optimise processes, reduce costs, and prioritise personalised guests experiences.
Fakhri Hindiyeh, General Manager, Radisson Blu Hotel, Amman Galleria Mall
In the hospitality sector, AI streamlines back-end development processes, automating repetitive tasks and enhancing code optimisation. Intelligent data management leveraging AI algorithms leads to improved scalability, better performance, and enhanced user experiences. Technology shapes all we do. As it progresses, consumers expect more from their experiences and the role technology plays in those experiences.
Vincent Miccolis, Managing Director, Middle East, Africa, Turkey & India, The Ascott
At The Ascott, we recognise the transformative power of AI in shaping the future of the hospitality industry. AI plays a pivotal role in enhancing the guest experience, streamlining operations, and driving innovation. Through AI-driven data analysis, we can anticipate and fulfil guest requirements more accurately. Last year, The Ascott (Ascott) launched a Generative AI-powered web chatbot to enhance the travel stages of planning and booking.
Assem Moustafa Amin, Director of Rooms, Shangri-la Dubai
AI and technology streamline back-end work by automating routine tasks, optimising resource management, and analysing data for informed decision-making. This reduces manual effort, enhances efficiency, and allows staff to focus on delivering superior guest experiences. Technology will enhance luxury by adding personalised experiences and convenience. Traditional services like luggage assistance will still be available.
Michael Chan, General Manager, Park Regis Kris Kin Hotel Dubai
With the rapid progress in the field of AI and technology, it is an ongoing debate about how AI’s dominance is going to evade the personal touch in hospitality and other global sectors. While AI brings with it the potential to digitalize overall experiences, the human touch and personal interaction will always be central and integral to the roots of hospitality. Technologically advanced innovations have undoubtedly ensured a reduction in human errors.
Alfio Bernardini, GM, Grand Plaza Movenpick Media City Dubai
AI and technology can go hand in hand with human interactions in hospitality. Mövenpick as a brand amplifies moments which require a genuine human element and can be complemented by technological advancements. AI and technology may streamline back-end work by analysing data, automating tasks, and fact-checking to name a few, enhancing overall work efficiency.
Compiled by Dr Shehara Rizly
