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How tech is changing hospitality sector
A robot waiter pictured on August 14, 2024 at Robot Cafe in Kileleshwa Nairobi.
In today’s fast-evolving tourism and hospitality space, guest experiences begin long before check-in. They start with a single swipe, click, or scroll, sometimes months before a traveller even books their flight. The way we engage with guests has fundamentally shifted, and technology is leading that transformation.
From advanced booking engines and customer relations management software to dynamic pricing algorithms and predictive analytics, modern tools are allowing us to build smarter, more personalised and more responsive marketing strategies. We are no longer selling rooms; we are crafting experiences that speak directly to the needs and preferences of each guest.
One of the most exciting shifts is the ability to scale personalisation. With the help of artificial intelligence (AI) and machine learning, we can analyse everything from booking history to weather patterns and craft offers and messages that resonate deeply. It’s not just about selling a stay, it’s about making every guest feel like the experience was tailored just for them.
Social media plays a huge role in this evolution. But it’s not a one-size-fits-all approach. The Instagram traveller craves aesthetics and visual storytelling. TikTok’s audience wants quick, authentic, behind-the-scenes glimpses.
LinkedIn speaks to our corporate and meetings, incentives, conferences and exhibitions clientele, while Facebook is still the preferred platform for families and older travellers planning their getaways. Each platform is its own ecosystem with its own language, and successful hotel marketing must adapt accordingly.
There’s a common misconception that technology removes the “human touch” from hospitality. I believe the opposite is true. When used thoughtfully, technology enhances human connection.
From personalised WhatsApp messages to mobile-enabled check-ins, we’re finding new ways to make our guests feel welcomed and valued. Even virtual concierges and chatbots, often seen as impersonal, can add convenience that guests appreciate, especially when travelling across time zones.
Looking ahead, tools like augmented reality, voice search and generative AI are opening new possibilities. Imagine a guest exploring a hotel room virtually before booking, or receiving a curated itinerary based on their hobbies and travel goals. The potential is vast, but the goal remains timeless: to make every guest feel seen, valued and eager to return.
At PrideInn, we have embraced this digital evolution to enrich our guest experience while staying rooted in the warm, personalised service that defines hospitality. Because while tools may change, the heart of hospitality never does.
Ms Zahir is the director of sales and marketing at PrideInn Hotels, Resorts & Camps