Technology is changing how hotels, restaurants, and travel companies serve guests. Service is no longer defined by luxury alone. It depends on speed, reliability, and ease of use. Guests expect technology to make every step smoother.

At the Global Investment Leaders Club gathering yesterday, investors and executives discussed how innovation is reshaping hospitality from the inside.

Pasi Pohjala, Founder and CEO of ATG from Finland, noted that mobile check-ins, digital keys, and contactless payments have become standard. These tools cut waiting time and remove friction for guests. Speed and simplicity are now part of comfort.

Aaron Solomon, CEO and Co-Founder of AMBL from the UAE, highlighted the growing role of artificial intelligence. AI can predict preferences, tailor dining options and automate basic tasks. Used correctly, it strengthens service by freeing staff to focus on guests.

Sebright Chen, Chairman and CEO of Summer Atlantic Capital from the USA, pointed out that many venues still use separate systems for reservations, room management, and dining. These systems do not communicate well. Integration is now the next major goal.

Atheeqe Ansari, CEO of Electric Way from the UAE, shared a user perspective. “From a consumer standpoint, the big change is the ability to look for deals anytime,” he said. “Before, travellers had to depend on agents or fixed hotel rates. Now you can compare offers across apps like Hotels.com or CheapTickets and find surprising rates from different aggregators. That power to scan, compare, and book instantly is a game changer.” He added that as more guests book directly, concierge services may lose ground. “It gives more power to the consumer,” he said. “You can now check into your room with your phone, book your own tables, and see reviews before you even arrive. It’s democratizing the system and driving costs down.”

David Moscato, Managing Partner of Quarantia Capital Advisory from Luxembourg, added that the hospitality sector still has significant untapped potential for artificial intelligence. “Hospitality is still one of the sectors where AI has huge potential,” he said. “Many hotel chains already use data from previous client experiences or pricing tools to improve margins, but what is lacking is the experience side for B2C and lifestyle. The luxury segment is particularly interesting. About 50 percent of M&A transactions last month in Europe were in the luxury segment, showing how much potential remains.”

Carl B. Jones, Founder of Inhite Ventures from the USA, reflected on how hospitality has evolved. He noted that travellers now enjoy more convenience than ever before through mobile apps, early check-ins, and flexible accommodation models such as Airbnb. For him, the focus is clear: “Hospitality today is about convenience and choice.”

Several investors also noted that technology has shifted control to consumers. Travellers now book directly, compare options instantly, and expect transparency. Businesses that fail to adapt risk falling behind.

Participants observed that digital transformation is driving growth in luxury and wellness hospitality. Data insights now guide pricing, guest comfort, and wellness programs. This is one of the most promising areas for investors seeking long-term value.

The hospitality industry is changing quickly. The winners will be those who pair strong technology with real service. The future belongs to operators and investors who deliver both efficiency and care