Hospitality execs say industry is approaching inflection point as tech modernization pressures mount for operators
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- Leaders say new tech adoption is now critical, based on 38 executive interviews
- Interviewees span global brands, tech founders and operator pioneers
- Findings in “Tech-Enabled Hospitality” by Jessica Gillingham point to cultural shift
Leaders from across the hospitality sector say the industry is approaching an inflection point where technology will shift from a back-office support act to a center-stage driver of guest experience and operational success.
Their collective view is captured in Tech-Enabled Hospitality: Strategies to Elevate Guest Experience and Operational Efficiency, the new book by industry commentator and Abode Worldwide founder Jessica Gillingham, published this month by Kogan Page.
Based on in-depth interviews with 38 executives — spanning hotels, short-term rentals and proptech innovators across five continents — the book explores why operators who view technology as a strategic investment are widely expected to outpace those who still regard it as a cost line.
The transformation, according to the book, is being propelled by four interconnected forces:
- Automation is everywhere: AI-driven tools are now embedded in revenue, comms and staffing, leveling the playing field for operators of any size.
- Culture shift in the C-suite: Forward-looking leaders are making tech a core strategy, widening the gap with operators who still see it as a cost line.
- Barriers are tumbling: More affordable and easily accessible cloud and SaaS solutions put enterprise-grade capabilities within reach of independents.
- Guest expectations are soaring: Travelers demand the friction-free digital journeys they enjoy in retail and finance, forcing operators to modernize or lose relevance.
Some hospitality leaders interviewed for the book emphasized there is an urgent need for change among operators that have so far been slow to modernize.
A proptech co-founder and CEO argues that companies ignoring AI “won’t just fall behind — they’ll be replaced by those that embrace it”.
The chief executive of a flexible-stay hospitality brand said that once major brands fully adopt modern tech stacks, operators failing to modernize will quickly become outliers.
A senior executive at a revenue-management technology company cautioned that hospitality businesses that do not actively innovate risk losing customers as digitization increasingly permeates every aspect of operations.
The book further identifies several common threads shared by companies successfully navigating this transition. Foremost among these is the role of organizational culture, with operators that involve teams across all levels of the business in their technology journey achieving more sustainable outcomes than those simply deploying software in isolation.
Stability and reliability are also highly valued by operators, often ahead of cutting-edge features, highlighting the need for robust partnerships with technology providers. As distinctions between asset types continue to blur — from hotels integrating coworking spaces, to multifamily residences accommodating short-term stays — revenue per square-foot emerges as a crucial performance metric.
Moreover, with advancements in AI, genuine one-to-one personalization at scale is becoming feasible, positioning sustained guest loyalty as one of the sector’s most valuable strategic objectives.
Across every conversation, hospitality leaders emphasized the same critical themes—mindset, vision, and culture. Operators who recognize technology as a strategic investment, rather than as a cost, are clearly better positioned to deliver smarter, more efficient operations and guest experiences that build lasting loyalty. “Those businesses that successfully bring their entire teams on this journey will have the strongest competitive advantage. Jessica Gillingham, author of Tech-Enabled Hospitality
Tech-Enabled Hospitality is published by Kogan Page and features insights from 38 senior executives across the hotel, short-term rental, and property technology sectors. The book is available now in paperback and ebook direct from the publisher or through major retailers including WHSmiths, Wiley and Amazon.
About Abode Worldwide
Abode Worldwide is an award-winning public relations agency dedicated to elevating the profiles of transformative technology solutions and enterprise-level operators in the global short-term rental, multifamily, hotel, student accommodation, coliving, and senior living sectors. Situated at the intersection of work, life, and play in the property and hospitality markets, Abode Worldwide provides strategic public relations programs designed to drive innovation and growth within these industries. To find out more about how Abode Worldwide's expert team provides cut-through public relations and content marketing with unique industry partnerships and worldwide reach, visit abodeworldwide.com.
