In an era where technology is reshaping every facet of our lives, the tourism and hospitality industry stands at the forefront of a digital revolution. As travellers increasingly seek personalized experiences and seamless interactions, industry leaders are navigating a rapidly evolving landscape of digital transformation. From harnessing advanced analytics to integrating cutting-edge technologies, these pioneers are redefining what it means to provide exceptional service in a connected world.

In this section, we delve into the perspectives of influential leaders in hospitality and tourism, exploring how they are leveraging digital innovations to drive growth, enhance customer experiences, and shape the future of travel.

Salilla Atikarnbodee

CEO of Salil Hospitality

Q: What specific digital tools or technologies have you recently implemented in the hotel, and what impact have they had on your operations?

A: At The Salil Hotel Riverside – Bangkok, we’ve recently implemented several digital tools to enhance both guest experience and operational efficiency. For instance, we’ve integrated a mobile check-in and check-out system that allows guests to manage their bookings conveniently through their smartphones. This system not only reduces wait times at the front desk but also minimizes physical contact, provide a swift response to our guest. Additionally, we’ve adopted a cloud-based property management system (PMS) that centralizes our operations, leading to improved coordination between departments and more personalized guest services.

Q: In what ways has digital transformation improved operational efficiency within your hotel?

A: Digital transformation has significantly streamlined our operations, resulting in enhanced efficiency and better guest satisfaction. Our cloud-based PMS facilitates real-time data sharing across departments, ensuring that our staff can respond promptly to guest needs. The automation of routine tasks, such as housekeeping schedules and maintenance requests, has also reduced manual errors and freed up our team to focus on delivering exceptional service. Moreover, the use of data analytics allows us to better understand guest preferences, enabling us to tailor our services and promotions more effectively.

Q: How are you ensuring the security and privacy of guest data in the face of increasing digitalization?

A: The security and privacy of our guests’ data are of utmost importance to us. We have implemented robust cybersecurity measures, including advanced encryption protocols and multi-factor authentication, to protect sensitive information. Our IT team regularly conducts security audits and updates our systems to guard against potential threats. Furthermore, we comply with international data protection regulations, such as the General Data Protection Regulation (GDPR), ensuring that our guests’ data is handled with the highest level of care and confidentiality.

Q: What emerging digital technologies or trends do you believe will have the biggest impact on the tourism and hospitality industry in the next five years? How is your hotel preparing for these future trends?

A: We anticipate that artificial intelligence (AI), the Internet of Things (IoT), and augmented reality (AR) will significantly shape the future of the tourism and hospitality industry. AI-powered chatbots and virtual assistants will further personalize guest experiences, while IoT-enabled smart rooms will offer seamless control over in-room amenities. AR could revolutionize how guests explore our property and the surrounding areas by providing interactive and immersive experiences. At The Salil Hotel Riverside – Bangkok, we are already exploring these technologies and planning phased implementations to stay ahead of the curve and continuously enhance our guest experience.

Juthamas Sakulpisut

Cluster General Manager of Staybridge Suites Bangkok Thonglor & Staybridge Suites Bangkok Sukhumvit

Q: What specific digital tools or technologies have you recently implemented in the hotel, and what impact have they had on your operations?

A: We have recently implemented the BPN Mastro system, a centralized communication platform used by all our operational departments. This system helps us enhance the guest experience by ensuring that requests and concerns are handled more efficiently, leading to fewer guest complaints. Additionally, we use the HotelLink system, which offers a convenient QR scan feature. Guests can easily order room service by scanning a QR code, browsing menu items, and accessing detailed information about hotel facilities, including their operating hours. These technologies have streamlined our operations, improved service delivery, and increased guest satisfaction.

Q: How are you ensuring the security and privacy of guest data in the face of increasing digitalization?

A: As an IHG Brand Hotel, we prioritize the security and privacy of guest data by implementing a comprehensive range of technical, physical, and organizational security measures. These safeguards are designed to protect your information from unauthorized access, disclosure, damage, or loss. We are committed to ensuring that your data is collected, transmitted, and stored securely, with continuous and robust protections in place.

Additionally, our IHG Code of Conduct outlines the principles that guide our daily actions, including strict protocols for information security and handling personal data. We also provide regular training for our staff on privacy and security best practices, ensuring that everyone is aware of their responsibilities in maintaining the confidentiality of guest information. These efforts collectively help us stay ahead of potential threats and ensure a safe and secure experience for our guests.

Q: What emerging digital technologies or trends do you believe will have the biggest impact on the tourism and hospitality industry in the next five years? How is your hotel preparing for these future trends?

I believe that AI will have a significant impact on the tourism and hospitality industry, especially in hotels. AI can streamline operations, enhance guest experiences through personalized recommendations, and improve efficiency in areas such as booking systems, room service, and customer support. For example, AI-driven chatbots can handle routine inquiries and assist guests around the clock, while advanced data analysis can help hotels better understand guest preferences and optimize services.

However, while AI can greatly improve certain aspects of hotel operations, it cannot replace the human touch. No matter how advanced technology becomes, people still prefer the warmth and empathy that only human interaction can provide. Guests will always value genuine hospitality from fellow humans over interactions with robots or AI in various forms. This human service element remains irreplaceable and is at the core of what makes the hotel experience special.

Andrew Dixon

CEO and Co-Founder of Nikoi and Cempedak Private Islands

Q: What specific digital tools or technologies have you recently implemented in the hotel, and what impact have they had on your operations?

A: Responsible tourism has always been a priority for us, and reducing waste is a key aspect of this commitment. To achieve our goals in this area, we recently adopted IoT technology to enhance our energy and water management systems. We installed meters that monitor our consumption data in real-time and are connected to automated timers that adjust operations based on the data collected. The automation of this process has allowed our engineering team to manage tasks more precisely, giving them more time and detailed insights into the property’s efficiency and how to improve it. Additionally, we’ve integrated several other technologies into our operations in recent years. For example, we use a 3D printer to create replacement parts for unique or hard-to-obtain items throughout the properties. In 2019, we installed 53kWp Solar PV Arrays on both islands, enabling the islands’ generators to be switched off for up to 20 hours a day.

Q: In what ways has digital transformation improved operational efficiency within your hotel?

A: Thanks to the incorporation of IoT technology in our energy and water management systems, we’ve reduced our energy and water consumption by more than 10% compared to previous years. These tools have not only improved our efficiency but have also significantly contributed to our sustainability efforts by increasing our reliance on renewable energy sources. During the pandemic, when no guests were staying, the Solar PV systems allowed us to nearly reach 100% renewable energy usage, with generators running only for maintenance purposes. Now, with the Solar PV arrays, we generate more than half of the islands’ electricity even when guest rooms are fully occupied. The generator runs at its optimum efficiency, with excess energy being stored in the battery bank or used to power a small desalination unit that helps reduce pressure on our water sources.

Q: How are you ensuring the security and privacy of guest data in the face of increasing digitalization?

A: We ensure the security and privacy of guest data by minimising the collection of personal information to only what’s necessary. Unneeded data is promptly deleted to reduce risks. We use two-factor authentication to protect sensitive systems and restrict staff access to data, granting permissions only as needed for their roles.

Q: What emerging digital technologies or trends do you believe will have the biggest impact on the tourism and hospitality industry in the next five years? How is your hotel preparing for these future trends?

A: AI and IoT continue to develop at an incredible rate. I believe AI will offer even more personalised experiences throughout the entire guest journey. IoT will further connect our operations and allow for even more efficient systems. To prepare we are investing in technology, training and fostering a culture of innovation amongst our staff, encouraging them to embrace new technologies and think creatively about how they can be used to enhance the guest experience.

Melida Weber

General Manager of The edge Bali

Q: What specific digital tools or technologies have you recently implemented in the villa, and what impact have they had on your operations?

A: We are a villa property with butler service and two very popular dining destinations. In villa, our butler service is very unique so the villas still use the butler service, but many guests request are now done with whatsapp. Butlers can also now take guests order requests via pads directly integrated with our PMS to expedite their orders.  In one-eighty our day club, we have QR codes so guests can order directly from their phone, using a menu in their language.  The impact on operations is less manually ordering, although not all guests of one-eighty or the villas like to use the digital tools and still prefer personal

Q: In what ways has digital transformation improved operational efficiency within your villa?

A: It has made internal communication, ordering for guests, and communicating with guests more streamlined.

Q: How are you ensuring the security and privacy of guest data in the face of increasing digitalization?

A: Implementation of access control on the network storage. Access limitation on the hotel system by user access right built in on the system. The database is also already encrypted.

Q: What emerging digital technologies or trends do you believe will have the biggest impact on the tourism and hospitality industry in the next five years? How is your villa preparing for these future trends?

A: I think a big impact on tourism and hospitality industry will be felt in several parts of the hospitality industry.  With AI and technological advancements I think the method of booking will change with more guests finding streamlined services for booking and payment.  In villa I believe within 5 years some guests will self-order from the TV console and information on all villas will be digital as far as information and technology is concerned. All guests will be able to control their villa lighting and TV with their telephones, which is already available now in some city hotels.  In our particular villa market, I do believe some guests will continue to use butler service for the personal touches.   For our food and beverage outlets I do believe at the dayclub the amount of guests ordering via their phone will increase, but for the exclusive dining experience at the cave I do not believe there will be much change in the dining experience, but by then the projector shows will use advance technology.

Patrick Farrell

General Manager of Viceroy Bali

Q: What specific digital tools or technologies have you recently implemented in the hotel, and what impact have they had on your operations?

A: We have a number of useful digital tools and systems in place at the resort. Predominantly our channel manager and PMS is a cloud based platform, allowing ease of access to the system 24/7. The system integrates seamlessly with our restaurant and bar platform. The fact the systems are connected helps the operation receive information efficiently meaning less room for error. A new system we implemented in 2024 is a general Housekeeping / Maintenance software whereby regular projects and tasks are loaded in an app, used by management and line staff to track updates around the resort. Aside from hotel management systems, we make use of  the instant-messaging tool WhatsApp to communicate with guests for their requests pre, during and post-stay, and to share updates whilst in-house. We are finding an increasing number of guests prefer using a chat planform such as WhatsApp instead of using the phone in villa.

Q: In what ways has digital transformation improved operational efficiency within your hotel?

A: Having a number of digital, cloud-based tools and systems in place allows the teams to communicate and work together more efficiently. Information is transferred seamlessly meaning less room for error, allowing for a smoother guest experience.  Being able to chat with guests on WhatsApp greatly assists us to obtain correct and clear information and decreasing the risk of error.

Q: How are you ensuring the security and privacy of guest data in the face of increasing digitalization?

A: Although the form of communication has adapted since using more digital tools, the respect of privacy remains a priority in the resort. For example, for certain tools, only specific team members / management have access to certain areas of the tool. All WhatsApp conversations are end-to-end encrypted. Each system the resort uses is fully compliant with relevant regulations in terms of data protection.

Q: What emerging digital technologies or trends do you believe will have the biggest impact on the tourism and hospitality industry in the next five years? How is your hotel preparing for these future trends?

A: The fact we have already adapted the majority of our systems to cloud-based access shows our willingness to adapt to digital technologies. Whilst the hospitality industry is typically slower to adapt to new technologies, I believe AI is an area where we have no choice but to adapt to quickly. Whilst we will always maintain a personalized approach when communicating with guests, we can be assisted by having things such as automatic replies ready for frequently asked questions via WhatsApp which helps to answer quick questions guests may have. From a wellness perspective, offering biohacking services in the Spa and Gym will become more relevant as guests blend technology with fitness which we see already through the use of Peloton and similar virtual fitness machines. Ensuring the resort is equipped with the most advanced cabling infrastructure will allow us to prepare for this.

Frankie Xav Syukur

Area General Manager of ORA Villas

Q: What specific digital tools or technologies have you recently implemented in the villas, and what impact have they had on your operations?

A: We utilize a combination of digital tools like WhatsApp, Zoom, Google Meet, Instagram, Facebook, YouTube, VHP, eZee, and eHotelier. These platforms play a critical role in our communication, guest engagement, and operations management. They allow us to stay connected with guests, streamline internal processes, and maintain our brand presence both online and offline.

Q: In what ways has digital transformation improved operational efficiency within your villas?

A: These tools enhance our operational efficiency by automating routine tasks and reducing manual errors. They also boost our brand visibility through consistent online engagement and effective marketing. Improved communication with guests and staff ensures smooth operations and a seamless guest experience, ultimately contributing to higher satisfaction and repeat business.

Q: How are you ensuring the security and privacy of guest data in the face of increasing digitalization?

A: We prioritize security by implementing robust company-wide protocols, including strong password management, regular system updates, and access controls. Our team is trained on cybersecurity best practices to minimize risks. Continuous monitoring and regular assessments help us maintain a secure digital environment for both operations and guest data.

Q: What emerging digital technologies or trends do you believe will have the biggest impact on the tourism and hospitality industry in the next five years? How is your company preparing for these future trends?

A: We are introducing contactless payment options and mobile check-in services to provide greater convenience for guests. These technologies not only align with current travel trends but also enhance the overall guest experience by reducing wait times and offering a more personalized, efficient check-in process.

Yoke Darmawan

Founder and Managing Director of D&A Consultancy

Q: What specific digital tools or technologies have you recently implemented in the business, and what impact have they had on your operations?

A: One of the most significant implementations has been the use of data analytics and AI-driven insights. As a consultant deeply involved in diverse sectors such as sustainable tourism, gastronomy tourism, medical tourism, and quality tourism in Bali, I’ve witnessed first-hand how these technologies are not just a tool but a transformative force that redefines the way we operate, connect, and create value in these industries. These tools allow us to deeply understand customer behaviour, predict trends, and personalize experiences in real-time. In sustainable tourism, business, data analytics and AI to promote eco-friendly practices, minimizing waste and reducing carbon footprints. In gastronomy tourism, AI-driven tools help us craft personalized dining experiences that resonate with travellers, while VR and AR offer immersive previews of culinary traditions and promoting gastronomy destinations. Additionally, leveraging digital marketing tools like AI-driven content optimization and social media analytics has significantly enhanced the reach and engagement with a global targeted audience, driving higher consumer interests. But it’s not a substitute for the human touch. Whether it’s a warm, personalized wine recommendation, a big smile and small chat upon arrival at the airport or hotel to a serious compassionate conversation during a medical consultation, it’s those human moments that really stick with people. Technology helps us operate more efficiently, but it’s our people—their care, their insight, their humanity—who make the experience truly special.

Q: In what ways has digital transformation improved operational efficiency within your business?

A: Digital transformation has undeniably improved our operational efficiency, enabling us to streamline processes, reduce waste, payment system and enhance productivity across our businesses. Automated systems handle routine tasks, like inventory management and booking systems, allowing us to respond quickly to changes and focus on delivering high-quality experiences. But efficiency is not just about speed and automation. It’s also about enhancing the quality of our services.

Q: How are you ensuring the security and privacy of guest data in the face of increasing digitalization?

A: With everything going digital, keeping the customers’ data safe is a top priority for today’s business. It is a must now to put in place strong cybersecurity measures—things like encryption, multi-factor authentication, and regular security checks—to make sure our systems are secure and meet global data protection standards. On top of that also focus a lot on training the team because, at the end of the day, a well-informed team is the best defence against potential risks. In the medical tourism sector, for example, the use of telemedicine and electronic health records has been complemented by rigorous data protection protocols, ensuring that while the hospital leverage technology to improve care, they do so with the utmost respect for patient confidentiality.

Q: What emerging digital technologies or trends do you believe will have the biggest impact on the tourism and hospitality industry in the next five years? How is your business preparing for these future trends?

A: I believe that emerging technologies like artificial intelligence (AI), the Internet of Things (IoT), sustainable technology, and virtual and augmented reality (VR/AR) will significantly reshape this ecosystem. AI will enable us to offer more personalized services by analysing data and predicting guest preferences, while IoT will create interconnected environments that enhance convenience and comfort. In sustainable tourism, IoT-enabled devices help optimize energy usage in hospitality settings, contributing to more sustainable operations. However, as we embrace these technologies, we must also ensure that the human touch—the empathy, creativity, and personalized care that define our industry—remains central. After all, technology can facilitate service, but it’s the human connection that makes it meaningful.