Hotels still need human touch
dubai — With Expo 2020 Dubai fast approaching, experience and a healthy supply of hotel rooms are needed to cater to the expected influx of visitors.
“Technology... has played a key role in facilitating efficient operations and in driving modern growth,” Shailesh Grover, general manager of The S Hotel Management, told Khaleej Times.
“Artificial intelligence is playing an increasingly important role in the hospitality industry, primarily because of its ability to carry out traditionally human functions at any time of the day.”
This means, Grover stresses, hotel owners can save significant money, eliminate human error and deliver superior service.
But that doesn’t mean humans will be replaced.
“The human touch is an essential part of the hospitality industry. Hospitality is a people’s business; technology is a good complement and is not meant to replace people,” he stressed.
Grover was speaking after the opening of the company’s newest
property in Dubai, The S Hotel Al Barsha. He also said that with the spike in the supply of available rooms, demand needs to be maintained over the next few years. The mid-market segment — in which the new S Hotel falls under — has played an important role in the industry and will continue to do so, he says.
“We believe highly in Dubai’s mid-market potential. Mid-market hotels are under-penetrated at the moment as there is increasing demand for affordable accommodation. There is significant growth potential driven by growing intraregional travel and demand for budget, affordable travel by a growing middle class,” Grover added.