Hospitality
Impact and Misconceptions of AI in Hospitality

By Prince Thampi, Founder and CEO of Hudini
AI in hospitality is here to stay, but which technologies will immediately impact the industry, and how do we overcome adoption hurdles?
Let’s be clear. Artificial intelligence in the hospitality industry is here to stay. All over the world AI-powered technology is being implemented in hotels in some form or other, and over the next decade AI will evolve to become even more sophisticated, driving a record transformation of the industry.
AI in hospitality globally was valued at USD 90 million in 2022 and is estimated to reach USD 8,120 million by 2033, with a compounded annual growth rate (CAGR) of 60%, according to research by WeMarket. Further to this, research by Colliers International estimates 73% of manual activities in the hospitality industry have the technical potential for automation.
THE IMMEDIATE IMPACT OF AI
Today, AI fuels hotel technology across a spectrum of features and services already. Here, I’d like to spotlight three areas where I believe AI is poised for significant growth and impact in the industry.
- Revenue and cost
The strength of AI-driven analytics is the ability to analyse huge amounts of data with a speed and accuracy beyond human capabilities. This is valuable in many aspects of hotel operations, but especially critical in roster optimisation and dynamic pricing strategies. Previously, these used to rely on manual predictions based on historical trends. With data-driven analytics and algorithms, a multitude of variables such as past booking patterns, room occupancy rates, seasonal trends, competitor rates, and even local events can be computed in real-time, allowing hoteliers to make informed pricing and staffing decisions.
- Conversational experiences
Hotels need to be accessible on the same channels as their guests. Chat-based conversations are expected by today’s travellers, and, quite frankly, this is an easy win for hoteliers. Automated and assisted conversations – including WhatsApp, WeChat, Siri, Alexa and Messenger – are the new norm within customer service. What’s more, multilingual AI assistants can bridge language gaps effortlessly by communicating with guests in their preferred language. In the future, we will see more advanced options, such as sentiment detection, emotive conversations, and human-bot cooperations be deployed in customer service.
- Assistive technology for staff
A digital assistant for hotel staff can help manage daily operations while, at the same time, increase efficiency and alleviate staff burnout. Automated tasks include data entry, digital communication across the property, unified guest communication across multiple channels, guest check-in, and ID registration. Furthermore, assistive tech can automate the verification of guest meal/entitlement plans in outlets, integrate the verification with point-of-sale systems, and present dashboards with a bird’s-eye view of operations and analytics to support decision making.
DEBUNKING MISCONCEPTIONS
Tech adoption accelerated during the global pandemic with the immediate need for contactless solutions. However, looking at other sectors such as retail, banking and e-commerce, it seems hospitality as an industry still lags when it comes to digital transformation. Some hoteliers may not fully understand how AI technology works or how it can benefit their business. This lack of understanding can lead to skepticism and hesitancy about investing in AI solutions. So, let’s look at some of those misconceptions.
AI is expensive
It is a common misconception among hoteliers that a huge investment is required to deliver results. The truth is that there are many cost-effective AI applications that start giving a return on investment within the first year. For example, at Hudini we have seen customers using chatbots in customer service operations save 15-30% man-hours per year, and savings of 60-70% man-hours per year with AI powered check in solutions.
AI is only for large hotel chains
No, size doesn’t matter. Independent and small hotels can also leverage the benefits of AI depending on how it is deployed. Face recognition, for example, can be implemented for compliance purposes and guest convenience regardless of the size of the hotel, and a digital concierge can upsell in any type of hotel based on existing guest data.
AI is impersonal
58% of guests feel that AI improves their hotel booking and stay experiences, according to Hotel Tech Report. Personalisation, made possible by AI-powered data handling, is key here. Also, future generations of guests, such as Millennials and Gen Z, prefer contactless self-service available round the clock. AI in customer service, such as chatbots, automated social media messaging, and push notifications can reply instantly to inquiries 24/7.
AI will replace the hotel staff
No, AI will never replace all the staff human staff and the work they do. In fact, one hotel in Japan tried operating with 100% robot staff, and it failed. Instead, AI increases staff productivity by handling manual and repetitive work, for example check-ins, standard guest queries, and wake-up calls. 70% of guests find chatbots helpful for simple inquiries but prefer human interaction for more complex requests, according to Hotel Tech Report.
AI cannot be integrated into the existing software
Yes and no. AI might not integrate into the existing software unless vendors upgrade their products, but it can definitely run alongside. A good middleware solution can feed data from these systems as well as data captured from user experiences into clean data sets. AI models can leverage this data to create personalised experiences for guests and automation for staff – without having to upgrade or replace the existing systems in a hotel’s tech stack. Even though a hotel may have a multi-vendor landscape of 10-30 different systems, it is still possible for middleware technology to connect with these systems, to create a common façade, reducing the complexity to a handful of business services, scalable and secure.
In conclusion, the benefits of integrating artificial intelligence in hotel management and operations far outweigh the hesitations. The technology is here to stay. My advice to hoteliers and owners: you’d better get onboard.
Features
2025 Hospitality Tech Trends

By Prince Thampi, Founder and CEO, Hudini
As we approach 2025, the hospitality industry is poised for transformational growth, driven by evolving traveller preferences and advancements in technology. The future of hospitality promises enhanced convenience, personalisation and sustainability, with a significant focus on creating memorable experiences for guests. Let’s dive into five key trends that will shape the hospitality tech landscape in 2025 and beyond.
- The Continued Rise of Frictionless Technology
The increased demand for frictionless experiences is set to dominate the industry, with more and more travellers preferring hotels that offer touch-free check-in, check-out, and room access via mobile apps. This trend reflects a broader shift towards easy interactions powered by seamless digital integration. Mobile apps have been an essential tool for a few years now, enabling guests to manage their stays, order room service, and access hotel information effortlessly. With the introduction of Gen AI, those apps have become more powerful than ever and are now able to provide highly personalised recommendations and speak in different languages.
Hotels embracing this trend will gain a competitive edge, as tech-savvy travellers prioritise convenience and efficiency during their stay. According to a recent survey by Deloitte, around 72% of travellers are more likely to choose a hotel that offers mobile check-in and check-out services over those that don’t.
- Hyper Personalised Guest Experiences
In 2025, personalisation will continue to be at the core of hospitality services but will finally be taken to the next level thanks to Gen AI. Guests expect hotels to anticipate their needs and offer tailored experiences, from customised room settings to personalised dining recommendations. Apps powered by AI are now able to predict guest needs based on a wealth of data, ingested from the hotel systems or fed externally.
Leveraging guest data and insights, hotels can create unique offerings that cater to individual preferences. This level of personalisation not only enhances guest satisfaction but also fosters loyalty and repeat bookings. According to Oracle’s findings, biometrics and AI are set to play pivotal roles, with 62% of guests valuing automated recognition for personalised interactions. Biometrics will experience a breakthrough into mainstream hospitality in 2025. Facial recognition technology has matured significantly and is ready to be weaved into the guest experience. It will enable better security and guest recognition while protecting their privacy at the same time.
- AI-Enabled Customer Service
Artificial intelligence is revolutionising every aspect of the hospitality industry, but will be by itself a new way of providing customer service. Chatbots and virtual assistants are becoming standard tools for handling common queries, offering instant support, and streamlining operations at any time and in any language.
AI-driven solutions not only enhance efficiency but also provide guests with 24/7 assistance, ensuring a smoother and more satisfying experience. By integrating AI technologies, hotels can free up staff to focus on delivering exceptional in-person service.
- Sustainability and Eco-Friendly Practices
Sustainability is no longer optional, it’s a necessity often enforced by regulation. Travellers are increasingly favouring hotels that adopt eco-friendly practices, such as using locally sourced food, implementing energy-efficient operations, and reducing waste.
By prioritising sustainability, hotels not only meet guest expectations but also contribute positively to the environment. This commitment to green initiatives enhances brand reputation and attracts environmentally conscious travellers. A recent survey by Booking.com found that 83% of global respondents believe more sustainable travel is vital, with 49% believing there aren’t enough sustainable travel options and 53% saying they get annoyed when a hotel prevents them from being sustainable.
Smart use of technology is key in the sustainability journey of hotels. Technology can accurately measure the reduction in carbon footprint, it will help reduce energy and adopt renewable energy sources, and will enable the effective management of food waste. Many hospitality apps allow guests to apply green energy settings to a room, some will even exchange your energy savings to loyalty points.
- The return of ‘real’
With Gen Z – the first generation grown up with everything digital – becoming the next large group to travel, the craving for ‘real’ experiences is bigger than it ever was. Hotels focusing on truly unique and hyper local experiences; a great meal, cultural outing, or wellness treatment will win the hearts of this generation.
Fortunately hotel apps, AI, automation of processes, sustainability tech and the removal of cumbersome processes like checking-in and studying paper manuals will free up hotel staff to allow them to do what they do best: providing unforgettable, personalised and sustainable experiences.
Hospitality
Future Hospitality Summit – FHS World 2025 to mark 20 years in the UAE

After another record event in 2024, Future Hospitality Summit – FHS World, will return to Dubai from 27-29 October 2025 for what will be a milestone event for organisers The Bench, marking 20 years in the UAE for the region’s leading hospitality and tourism investment event, previously known as AHIC.
FHS World 2024 saw a record 1,596 attendees representing 735 companies from 60 countries, of which over 550 were women faciliated by the organiser’s #FHSWomenPower initiative.
The FHS World Advisory Board convened in Dubai last week to discuss and shape the vision and agenda for this year’s event. The Advisory Board comprises some of the hospitality industry’s most prominent leaders, including Anthony Costa, Head of Hospitality & Lifestyle, Candy Capital; Marc Dardenne, Chief Executive Officer, Modon Hospitality; Amit Arora, Chief Executive Officer, Arada; Dinky Puri, Founding Partner, Eagle Wing; Othmane Jabri, Principal, Real Estate and Hospitality (Investment), Investment Corporation of Dubai; Nicolas Mayer, Partner, Global Industry Leader Tourism, PwC; Philipp J. Klohr, Senior Vice President, Mubadala Investment Company; Jeff Tisdall, Chief Business Officer Accor One Living, Global Head of Mixed-Use, Ahmed Nazim, Managing Director, Maldives Fund Management Corporation; Aboudi Asali, Executive Vice President, Hotels & Hospitality MENA, JLL, and Saahil Lalit, Vice President | Lodging Development EMEA, Marriott International.
Jonathan Worsley, Chairman of The Bench, said: “This will be a very exciting year for us as we celebrate our 20th anniversary in the UAE, and at Madinat Jumeirah where it all began in 2005, and we’re thrilled to have Jumeirah as our Host Sponsor again to mark this milestone moment.”
Thomas B. Meier, CEO of Jumeirah, said: “It’s a pleasure to once again sponsor and host FHS World at Madinat Jumeirah, marking the summit’s 20th anniversary in the UAE. This milestone reflects both the summit’s growth and Dubai’s transformation into a global tourism and hospitality hub. As Dubai’s homegrown luxury hospitality brand, Jumeirah shares a parallel story, having redefined luxury hospitality with Jumeirah Burj Al Arab in 1999 and grown into a global brand that offers distinctive and purposeful experiences in destinations designed to inspire. We look forward to welcoming global hospitality and investment leaders as we shape the future of our industry.”
FHS World will focus on the global transformation of the hospitality industry in a changing world. Content tracks will include key topics such as, global economic trends impacting hospitality, new business models in hospitality, ESG and sustainable tourism, as well as the future of hospitality investment, lifestyle hospitality & well-being, and hospitality spaces. In addition, there will be sessions on hospitality investment opportunities in Africa, Europe and Asia as part of the programme.
Delegates can look forward to the usual strong debate, dealmaking and networking that FHS is known for, along with its many immersive features such as the TenX Leadership Talks, Roundtable Discussions, Country Pavilion Showcases, the Branded Residences Forum, Sustainable Hospitality Challenge student competition and ESG Lab.
FHS is firmly established as the leading event of its kind in the region, with two growing, annual events that underpin the unprecedented expansion of the Middle East’s tourism offering. The Bench itself is also growing in line with FHS’s expansion. Olja Nicholl has joined as Head of Sales for FHS World, as part of the company’s multi-cultural, highly experienced team.
This year, FHS Saudi Arabia takes place from 11-13 May at the Mandarin Oriental Al Faisaliah in Riyadh, followed by FHS World from 27-29 October 2025 at Madinat Jumeirah in Dubai.
Hospitality
Emirates Airline Festival of Literature Hosted 150+ Youth as Part OfThe Second Annual International Youth Programme

Over a hundred Arabic speaking students from universities in Austria, Bahrain, France, Jordan, Korea, Kuwait, Malaysia, Maldives, Norway, Oman, Pakistan, Qatar, KSA, Scotland, Turkey, UK, and USA took part in a once-in-a-lifetime trip to the Emirates LitFest 2025. These students, whose flights, accommodation and festival attendance were sponsored by the generous support of programme partners, attended a day of exclusive programming with VIP speakers and a curated itinerary of the Festival sessions. Throughout the programme, the Youth Ambassadors and their UAE counterparts immersed themselves in literary conversations and networking opportunities and engaged in various cultural exchange activities through a robust social and cultural programme around UAE, all this while celebrating Arabic language.

The International Youth Programme is supported by Emirates Airline, Fly Dubai, Investment Corporation of Dubai, Dubai Business Associates, Abu Dhabi Arabic Language Center and Philosophy House.
Welcome Day for the Youth was on Thursday 30 January with keynotes and presentations from representatives from Ministry of AI, Abu Dhabi Arabic Language Center, International Prize for Arabic Fiction, Investment Corporation of Dubai, Ministry of Youth Affairs and Dubai Business Associates. The focus of the Welcome Day was to give participants insights into the challenges and opportunities facing Arabic language in a highly digital study and work environment, as well as delve into topics such as Business and Entrepreneurship, Artificial Intelligence and Work Placement opportunities in the UAE. The delegates attended Festival sessions, in Arabic, on a variety of topics on Friday 31 January and Saturday 1 February including a workshop by Wikimedians of the UAE User Group, a conversation with the brother and publisher of the imprisoned writer, Basem Khandakji, whose book A Mask, the Colour of the Sky won the IPAF in 2024, and a literary discussion with 2 of the giants in Arabic literature, Prof. Waciny Laredj and Dr. Mohammed Al Mansi Qindeel. Sunday 2 February was earmarked for a scenic road trip to Fujairah including a stop at the Philosophy House and Fujairah Fort, followed by a farewell event back at the festival site.
Dania Droubi, COO of Emirates Literature Foundation said: “The International Youth Programme offers a unique opportunity for aspiring young minds to immerse themselves in a vibrant literary and culture exchange. We believe that fostering international understanding through the power of literature is crucial, and we are delighted that our sponsors share the same values as us and have generously contributed to make this enriching journey possible for these talented and deserving students. The impact of the programme will extend past the festival, as students will be producing reflections of their visit and hopefully take those learnings, the expanded discovery of Arabic literary talent and the friendships formed, to continue their deep dive into the wonderful world of Arabic Literature and the possibilities it possesses.”
Boutros Boutros, Executive Vice President, Corporate Communications, Marketing & Brand, Emirates said: “Emirates is delighted to support these bright young minds as they experience the transformative power of literary connection to the best writers and thinkers of our day. The Emirates Airline Festival of Literature, as it always has, will offer these students a rich environment to listen, talk, learn, forge meaningful relationships, and share common ground with others.”
Ghaith Al Ghaith, Chief Executive Officer at flydubai, said:“we are delighted to partner with Emirates Literature Festival to support the International Youth Programme this year, reflecting flydubai’s commitment to enhancing connectivity between different cultures and communities. The aviation industry is not only about facilitating trade and tourism, it also offers a bridge for cultural and intellectual exchanges between generations, strengthening the UAE’s position as a cultural capital.
Over the years, our network has grown to more than 125 destinations in 55 countries and we continue to dedicate ourselves to removing barriers and fostering strong relationships, honouring Dubai’s vision and the values inspired by the UAE’s leadership. We are proud to be part of this initiative that celebrates literature and supports the youth and we are always keen to encourage the development of young and talented minds.”
Douraid Zaghouani, Executive Vice President and Chief Operating Officer at ICD (Investment Corporation of Dubai), comments: “ICD is proud to partner with Emirates LitFest and its transformative International Youth Programme. Emirates LitFest has served as an exceptional platform over our seven years of partnership for celebrating and fostering cross-cultural understanding. The Youth Programme further exemplifies this mission by empowering talented young minds from around the world to engage in literary dialogue, immerse themselves in the rich heritage of Arabic literature, and learn about opportunities for their success in the UAE. We are continuously committed to supporting initiatives that nurture Dubai’s global standing as a hub for culture, knowledge, and innovation and look forward to the exchange of ideas and the outcomes they inspire from these exceptional young minds.”
Rami Tawfiq, Programme Director, Dubai Business Associates, said: “We are once again delighted to partner with the Emirates Airline Festival of Literature, in line with our shared commitment to facilitate the professional and personal growth of young talent. Access to literature plays a pivotal role in providing students with the necessary life skills to thrive, and we can’t wait to see the transformative impact that the programme has.”
The Emirates Airline Festival of Literature is the flagship event of the Emirates Literature Foundation, held under the patronage of His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice-President and Prime Minister of the United Arab Emirates and Ruler of Dubai. The Festival is held with the support of Title Sponsor, Emirates Airline, and Founding Partner, Dubai Culture & Arts Authority.
His Excellency Dr. Ali bin Tamim, Chairman of the Abu Dhabi Arabic Language Centre, commended the Emirates Literature Foundation for its pivotal role in supporting and promoting literature in the UAE and the region through its diverse cultural programs and initiatives.
He stated, “Through our partnership with the Foundation in the ‘International Youth Program,’ we seek to enhance these distinguished efforts to enrich Arabic intellectual, cultural, and artistic content among young people worldwide, particularly university students with a keen interest in the Arabic language.”
Dr. bin Tamim further emphasized that this collaboration is driven by a shared vision of the profound impact of language, literature, and the arts in inspiring new generations. “Our goal is to encourage young people to explore innovative avenues for self-expression, fostering a deeper connection with their communities and cultural heritage through a structured and insightful engagement with the Arabic language,” he explained.
He added that the partnership will offer participating youth unique opportunities for learning, skill development, and engagement with leading intellectual and cultural figures in the creative industries and Arabic language sectors. Additionally, participants will benefit from the Abu Dhabi Arabic Language Centre’s specialized initiatives, including training and educational programs, exhibitions, conferences, and cutting-edge digital tools designed to support the creative industries in the Arabic language.
The Director of the Philosophy House, Mr. Ahmed Al-Samahi, stated: “We, at the House of Philosophy, are steadfast in our efforts to inspire young people to engage in creative cultural activities that foster their talents and enable them to craft a bright future. Yet, we strive even harder to transform these aspirations into reality. This visit is a testament to our unwavering commitment to meaningful collaboration with the Emirates Foundation for Literature, as we share a common goal of achieving excellence for our youth aligning seamlessly with the cherished principles of our beloved nation, the United Arab Emirates, and the aspirations of our visionary leaders for sustainable development across all domains.
Welcoming this remarkable cohort of young individuals from diverse corners of the world underscores our dedication to promoting intercultural exchange. We believe in the profound cultural benefits it entails, foremost among them being the cultivation of a culture of dialogue, the embrace of diversity, the exchange of ideas and perspectives, and the enhancement of skills in logical reasoning and critical thinking.”
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