Bangkok: Tuesday 05 November 2024

Reflecting on my journey, it’s astounding to see how far the hotel industry has come. I started when booking confirmations arrived by fax and phone—just as OTAs were maturing. Fast-forward 24 years, and I now rely on 10-20 apps daily to keep up with the pace of digital transformation. 

As AI and automation take over tasks in revenue management, reservations, sales, graphic design, and even guest relations, we face an important question: What skills will define the next era of hospitality?

Digital marketing stands as a powerful constant. More than just promotion, it’s a blend of data-driven insights and creativity, constantly adapting to traveller expectations. Did you know that 73% of travellers expect personalized experiences? (source: www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights) This demand can only be met by strategic, AI-enhanced marketing efforts that still rely on the human touch for genuine engagement.

To all aspiring hoteliers, here’s my advice: focus on strategic thinking, understanding guest psychology, and mastering digital tools. These will remain essential as our industry evolves. It’s encouraging to see forward-looking hospitality programs incorporating AI-driven analytics and digital customer journey courses—equipping the next generation with skills that matter.

The future of hospitality is exciting, fast-paced, and digital. Let’s be ready to lead it with agility, insight, and an unwavering commitment to delivering value.

Author: Nazmus Shaine Sakib

#HospitalityEvolution #DigitalTransformation #AIinHospitality #FutureSkills #Leadership #Hotelcommercial #salesmarketing