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EVERY EFFICIENCY INITIATIVE MUST BE ALIGNED WITH THE GUEST SERVICE PROMISE
– CARLOS LEAL, EXECUTIVE
CHAIRMAN, UNITED
HOSPITALITY MANAGEMENT
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Looking ahead, hotel management companies are trumpeting technology that they say improves operations and improves the guest experience.“ AI and technology are playing a bigger role every quarter, and we’ re intentional about applying it where it removes administrative burden without touching the guest-facing experience,” said Pyramid’ s Karpinski.
At Brittain, technology is being employed to better anticipate changes in occupancy, arrival patterns and service demand, which, Kuball said, is allowing the company to build variable, flexible staffing models that align labor hours with the actual needs of each
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property.“ This enables us to adjust staffing as demand changes while ensuring the right team members are in place during the moments that matter most to the guest,” he said.
RBH has leaned heavily into AI and automation, but the jury is still out on the benefits versus the drawbacks.“ The question,” Hart asked,“ is whether this can be harnessed appropriately to drive clear savings.” He said that the company has already seen some success with automation, which has helped drive savings and efficiencies across parts of its portfolio.
UHM is investing in technology to improve workflows and productivity by reducing repetitive tasks; it’ s
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also leveraging it to improve reporting and accessing information, which Leal called critical.“ The sooner you identify a problem or recognize an opportunity, the sooner you can act,” he said.
The hotel industry is forging ahead at the beat of technology. While AI, automation and robots may have their place, managing hotels and delivering an exceptional guest experience still comes back to oldfashioned human service.“ The experiential economy is going to keep growing,” said Pyramid’ s Karpinski.“ The better job we do at creating lifelong memories— wowing guests in unexpected and personalized ways— the greater our opportunity.”
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Hyatt Regency Lisbon is managed by United Hospitality Management. |
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Oct / Nov 2026 hotelsmag. com 15 |