Commentary: How Technology is Impacting the Global Hotel Industry

Technology is becoming a cornerstone of modern hotel operations. A growing number of hoteliers recognise that the right tech tools can improve operational efficiency, increase revenue, and enhance guest satisfaction. According to a Hotel Tech Report survey, 81% of hoteliers believe technology will be more important to business success within five years, and 99% believe tech adoption will rise across the industry.

Operational efficiency (39%) remains the top reason for investing in hotel technology, followed by goals like improving guest journeys, business agility, and innovation. The property management system (PMS) remains the most critical day-to-day tool, but hoteliers increasingly desire integrated payment processing, with 67% listing it as the most-wanted PMS feature.

While revenue management software has seen the most innovation recently, guest experience technology is expected to evolve the most over the next five years. Tools such as mobile keys, contactless check-ins, and in-room tech surged during the pandemic and continue to be a focus. In fact, 92% of hoteliers said guests are now more accepting—and even expect—contactless technology.

Staffing challenges have further accelerated tech adoption. 65% of hoteliers believe new tech is key to solving staffing shortages, while 45% credit self-check-in for helping them operate with fewer team members. Technologies that automate processes and reduce reliance on front desk staff are increasingly vital. By 2025, 54% of hoteliers plan to improve—or eliminate—the front desk experience entirely.

However, despite these benefits, hotel tech budgets remain conservative. Hoteliers typically spend less than 3% of revenue on technology, with most of it going toward maintaining existing systems rather than innovation.

Guests, too, have rising expectations. According to Oracle, 73% of tourists want to book, check-in, and order room service via their smartphones, and 90% expect free WiFi. Contactless payments, mobile reservations, and digital signage are also in demand.

For hoteliers, the message is clear: adopt technology not just for efficiency, but also for long-term competitiveness and guest loyalty. With smart investment and a guest-focused approach, tech can be a game-changer for future-ready hospitality businesses.

How can we help you?

Market Insyte offers personalised market research services tailored to entrepreneurs' needs.

If you would like to schedule a business model consultation, feel free to book a session here

If you would like us to conduct a personalised market research study, feel free to schedule a complimentary discovery call 

Browse our public market research library