Are things looking up for hospitality in 2025?
Will hospitality improve in 2025? Experts weigh In
The hospitality industry is poised for significant transformation in 2025, with technology at the forefront of innovation.
Industry leaders agree that advancements in artificial intelligence (AI) and payment technologies will play critical roles in shaping the sector’s future. But will these changes translate into tangible improvements for businesses and their guests?
Personalisation through AI
Simon Le Grand, Senior Director of Marketing, APAC at Lightspeed, predicts that personalisation will define hospitality in 2025.
According to Le Grand, many venues still rely on a one-size-fits-all approach, which fails to cater to individual guest preferences. AI offers a solution by enabling venues to better understand their customers and tailor experiences accordingly.
“Hospitality in 2025 is shaping up to be all about personalisation, with AI set to play a pivotal role in this transformation,” says Mr Le Grand.
“Imagine knowing what dishes customers favour, identifying their preferred price points, and updating offerings accordingly – all with minimal effort.”
By analysing spending patterns, AI can recommend menu adjustments that maximise profitability while delighting diners. Mr Le Grand believes this precision will help businesses deliver exceptional experiences and maintain profitability despite rising costs.
Enhancing customer engagement
Paul Hadida, General Manager, APAC GTM at SevenRooms, envisions AI as a tool to save time and costs while improving guest interactions. He emphasises that AI will not replace human engagement but rather enhance it.
“Handling customer inquiries via phone, email, or text is time-consuming, but critical,” says Mr Hadida. “Through AI voice assistants, venues will be able to reduce the amount of time staff spend on the phone by automatically handling calls, in context, to handle requests for reservations, place online orders, or answer frequently asked questions.”
Mr Hadida highlights that AI can craft responses in a brand’s tone and persona, freeing up staff to focus on creating memorable in-person experiences. This dual approach could boost customer retention and reduce lost revenue, enabling venues to strike a balance between efficiency and personal touch.
The payment revolution
Josh Mc Nicol, Director of Growth at Zeller, foresees a technological shift in payment solutions that will redefine convenience for both businesses and their customers. Omnichannel payment systems, once reserved for large enterprises, are now becoming accessible to smaller venues.
“In 2025, the hospitality industry will undergo a technological transformation, driven by the widespread adoption of seamless omnichannel payment solutions,” says Mr Mc Nicol. “This shift will enable hospitality venues to offer faster, more flexible payment experiences that meet the growing customer demand for convenience and efficiency.”
Mr Mc Nicol also highlights the importance of catering to international tourists by accepting diverse payment options like UnionPay, Alipay, and WeChat Pay. As tourism continues to rebound, these capabilities will enhance customer satisfaction and drive growth.
A better future for hospitality?
The convergence of AI-driven personalisation, enhanced customer engagement, and seamless payment solutions offers a compelling vision for the future of hospitality. These innovations promise to improve operational efficiency, elevate guest experiences, and bolster profitability in an industry that continues to face economic pressures.
However, success in 2025 will depend on how well hospitality operators embrace these technologies and integrate them with their existing practices. With the right balance of technological innovation and human touch, the hospitality sector appears well-positioned to thrive in the years ahead.
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