Amy possesses over 20 years of experience in business development, business management, sales and marketing. As a leader in hospitality she specializes in operations, communicating effectively with management & ownership groups, developing employees at all levels, and creative approach to resolving operational inefficiencies.

In a conversation with The Global Woman Leader Magazine, Amy gives pivotal insights from the hospitality industry, talking about crisis management and digital infrastructure. She also speaks about technology, especially AI playing a role in revolutionizing hospitality operations while emphasising on the future of the industry resting on digital transformation and sustainable practices. Read out the article to know more.

With the hospitality industry constantly evolving due to technological advancements and changing guest expectations, how do you foresee the balance between maintaining personalized service and integrating automated solutions? What innovative strategies are you exploring to manage this dynamic?

To ensure that technology enhances service rather than replaces it, our approach should streamline process-driven tasks, allowing associates more time to focus on guest interactions. This involves adopting a hybrid approach, implementing automation where it adds value, such as during check-in, check-out, and service requests, while preserving personal interactions in critical areas like guest relations. Personal touches, such as greeting guests by name and understanding their preferences, are essential. We use technology to send personalized welcome messages through automated systems, incorporate guest feedback from automated surveys into service improvements, and apply predictive analytics to offer enhancements like room upgrades, recognizing guest preferences, or acknowledging birthdays with special amenities.

Given the recent shifts in global travel and hospitality trends, how do you think the industry's approach to crisis management needs to adapt to ensure long-term resilience? What emerging practices are you implementing to enhance operational agility in the face of unforeseen challenges?

The hospitality industry's approach to crisis management is shifting from reactive to proactive, with a comprehensive and flexible strategy. Recent disruptions, such as the COVID-19 pandemic, geopolitical tensions, and climate-related events, have driven this change. We are now embracing digital infrastructure, strengthening communication channels, creating a dynamic workforce, and implementing robust crisis preparedness plans.

Some of our practices include developing flexible staffing models to adjust workforce levels based on demand and cross-training employees for multiple roles to ensure smooth operations during staffing shortages. We also use remote management tools and virtual collaboration platforms like Zoom and Teams, enabling managers to oversee operations and coordinate teams from various locations, enhancing responsiveness. Many hotel brands are adopting cloud-based property management and central reservation systems for real-time data access across functions. Lastly, we utilize Learning Management System (LMS) platforms for crisis management training and simulations.

As sustainability becomes increasingly crucial, how do you align operational efficiency with environmental responsibility in an organization? Can you share examples of creative solutions that have successfully bridged the gap between reducing operational costs and enhancing sustainability?

Aligning operational efficiency with environmental responsibility in the hospitality industry involves integrating sustainable practices into everyday operations. Our goal is to contribute to a greener planet while improving business performance through cost savings, enhanced guest satisfaction, and a stronger brand reputation. Effective and cost-friendly solutions we've implemented include smart thermostats, low-flow fixtures for water conservation, waste management programs with recycling, the use of sustainable materials across hotel departments, and smart building technologies like occupancy sensors and lighting controls. Additionally, we collaborate with brands that provide platforms for tracking and reporting sustainability metrics such as energy and water usage.

Guest experiences landscape is shifting with the rise of digital and immersive technologies. How do you envision the role of traditional hospitality practices evolving to incorporate these new trends? What unique approaches are you using to blend innovation with timeless guest service principles?

I envision hospitality practices evolving by blending technology with core values like personalized service, human connection, and authentic experiences. This approach balances modern guest expectations while preserving the warmth and care that define our industry. The innovative technology we use, in collaboration with various brands, includes digital tools for data analytics to personalize guest experiences, service automation for check-in and room requests, virtual concierge services, and real-time feedback platforms to quickly resolve issues. However, these tools still rely on well-trained, attentive employees to create a blend of tech-enhanced and personal engagement, improving the guest experience and providing a memorable stay. To navigate this changing landscape, we must strongly focus on employee training and development to support them through this evolution.

Looking at innovations from other industries, which ones do you think have the potential to revolutionize hospitality operations? How are you experimenting with or adapting these cross-industry insights to drive operational excellence in an organization?

I've been in the hospitality industry for over 15 years and have seen innovations from tech, retail, and manufacturing start to play a significant role. Integrating technology from these industries, such as AI, sustainability systems, robotics, and automation, can improve guest satisfaction, drive operational efficiencies, and enhance profitability. We've piloted or currently use AI for predictive analytics in revenue management, demand forecasting, pricing optimization, and guest experience enhancement. We're also using IoT sensors in guest rooms to optimize energy usage by adjusting heating, cooling, and lighting based on occupancy. Additionally, we're implementing renewable energy initiatives like energy-efficient HVAC systems and adding EV charging stations at all our properties. One of the exciting developments we've piloted is robotic automation, where robots assist with tasks like cleaning, supply delivery, and food service, improving operational efficiency, reducing labor costs, and freeing up staff to focus on personalized guest interactions.

With the rapid pace of change in consumer preferences and operational technologies, what do you believe will be the most significant operational shifts in hospitality over the next five years?

The hospitality industry is a reflection of society's broader aims, requiring constant adaptability and resilience to navigate the rapid changes we face. Successfully integrating AI, automation, sustainability, and digital transformation, while maintaining a focus on personalized experiences, will be crucial for the industry to thrive.

In the coming years, we can expect AI and contactless technologies to expand beyond current applications like mobile keys and virtual assistants. Smart rooms will likely become more common, allowing guests to control lighting, temperature, and entertainment through their smartphones or voice commands. AI's role in data analytics will continue to grow, enabling hyper-personalized guest experiences, optimizing pricing, forecasting demand, and managing inventories more efficiently.

Sustainability practices will also see increased implementation, with more energy-efficient systems and waste reduction initiatives being adopted across the industry. Additionally, there is a noticeable shift in consumer preferences towards experience-driven travel, where the focus is on unique and memorable activities rather than just the destination. This growing demand for personalized and meaningful travel experiences will lead hotels to adapt by offering more experience-driven services.