The Next Generation Of Hospitality

For as long as I can remember, hospitality has always been about people. It’s in the warmth of a smile at check-in, the thoughtful service, and the little moments of human connection that make a stay memorable. At least, that’s how I’ve always seen it. But who could have imagined that one day, technology would quietly step in and reshape the very fabric of hospitality?

Think about it, room service has always meant someone knocking at your door with a tray, and check-ins always started with a friendly face at the front desk. Now, we’re looking at a future where room service might be delivered by robots, and check-ins could be as simple as walking past a scanner.

That’s exactly what the conversation with Debra Ngina, the Group IT Manager at Sarova Hotels and Resorts explored. We talked about the future of hospitality, particularly through the lens of Industry 5.0, where advanced technology and human creativity come together to create a more sustainable and people-centered experience. Sarova, it seems, is blending the best of both worlds.

Take something as small as the hotel keycard. For years, it’s been a little plastic rectangle handed to guests at check-in. Sarova decided to do things differently, they swapped plastic for wooden keycards. It’s a small change, sure, but it’s part of a much bigger commitment to sustainability. And that’s just the beginning. Solar panels now power parts of their hotels, cutting energy use by 20 percent, and old tech is recycled responsibly through a five-year refresh program.

Of course, sustainability is only one part of the story. Sarova is also reimagining how technology can enhance the guest experience. Imagine your minibar restocking itself, so you never run out of your favorite drink. Or AI systems analyzing guest feedback from social media and review sites in real time, fine-tuning services to match what people actually want.

Debra hinted at a future where biometric systems and facial recognition might replace traditional front desk check-ins altogether. While the idea of not being greeted by a person might feel strange at first, the focus here is on making the process as seamless as possible, less time standing in line, more time enjoying your stay.

And then there’s security, which Debra described as an ongoing battle. Every day, Sarova’s systems fend off over 200,000 cyber threats. AI-powered tools now detect and neutralize potential breaches before they can cause harm, ensuring that guest data stays protected.

The conversation even wandered into some fascinating territory, robotic bartenders, like the ones on Royal Caribbean cruise ships. Could Sarova introduce something similar? Debra wasn’t ruling it out. But she made one thing clear, the goal isn’t to replace people with machines, it’s to free up staff so they can focus on what really matters, creating meaningful, memorable experiences for guests.

At the same time, Airbnb has shaken things up. Hotels no longer hold a monopoly on accommodations, but they maintain an edge in food and beverage services, as well as curated guest experiences.

“The competition is real,” Debra admitted, pointing to platforms like Airbnb. “But we focus on what we do best, providing unparalleled service and security that platforms like Airbnb simply can’t match.”

Partnerships also play a critical role in Sarova’s strategy. Collaborations with farmers, airlines, hospitals, and financial institutions create an ecosystem that ensures guests experience world-class hospitality, from farm-to-table dining to seamless travel experiences.

For a brand that has managed iconic properties like Sarova Stanley since 1902, reinvention is part of its DNA. At the end of the day, hospitality is still about people. Technology, whether it’s AI, automation, or sustainability initiatives, is just a tool to amplify what makes this industry so special. Sarova Hotels and Resorts is showing us that the future of travel can be both smart and deeply human, blending innovation with heart in ways that make every stay unforgettable.

Curious to see how it all comes together? Watch the full interview with Debra Ngina here.