Luxe experiences, AI, and personal touches: How Australian hospitality is evolving
“Hospitality is both an art and a science, and we’re seeing firsthand how embracing the science enables the art,” said Allison Page, SevenRooms.
Australian accommodation and hospitality operators are being urged to embrace AI and elevate personal guest experiences, as new research reveals what’s shaping the future of dining—and beyond.
The recently released SevenRooms’ Australia Restaurant Trends Report sheds light on how tech-driven innovation, personalisation, and luxury experiences are redefining guest expectations. While the findings are drawn from dining experiences, they hold major implications for hotels, resorts, and serviced apartments, where food and beverage operations, guest engagement, and loyalty programs increasingly overlap.
Tech is no longer a ‘nice-to-have’
SevenRooms’ survey found two in three Australian restaurants have already adopted AI technology, and of those, an astonishing 99 percent report measurable benefits—from quicker decision-making to improved efficiency and enhanced guest satisfaction.
“Hospitality is both an art and a science, and we’re seeing firsthand how embracing the science enables the art,” said Allison Page, Co-Founder & Chief Product Officer at SevenRooms.
In an era where staff shortages and operating costs continue to bite, accommodation operators with in-house dining, bars, or events spaces can look to AI for relief. Dynamic pricing, smarter reservations, tailored marketing, and even menu planning are becoming standard. Yet a ‘booking gap’ remains: while 74 percent of diners say they’re comfortable with AI-assisted bookings, only 27 percent of venues have deployed it in their reservation systems.
Experience, not just service, builds loyalty
“Australian diners are looking for more than a meal today. They want elevated, luxury experiences paired with exceptional hospitality,” said Paul Hadida, Managing Director, APAC GTM, SevenRooms.
The report shows 74 percent of diners are more likely to return after a unique experience, with many willing to pay more for it. Customised tasting menus, commemorative experiences, live entertainment, or even simple welcome gestures can create lasting memories—and valuable repeat business.
For hoteliers and managers, this trend speaks volumes. Guests want curated, meaningful interactions—from the restaurant to the rooftop bar to the in-room dining tray—and they are willing to invest more for elevated moments that feel personal and authentic.
Personalisation is powerful—but tech is key
According to the data, 82 percent of Australians value personal interactions, often making the difference between a one-off visit and a loyal repeat customer.
Operators are increasingly using AI to track guest preferences, from dietary needs to seating habits, allowing them to deliver personalised experiences at scale. However, 41 percent of venues still struggle to personalise effectively, and 29 percent lack the right tools. Accommodation operators face a similar challenge: those who can integrate personalised marketing, loyalty perks, and guest services into one seamless journey will stay ahead.
New revenue streams beyond dining
Interestingly, 77 percent of consumers said they would purchase non-meal items from a restaurant—such as cookbooks, pantry goods, or meal kits. For accommodation businesses, the opportunity extends to branded merchandise, local artisan collaborations, curated hampers, and exclusive culinary experiences that guests can take home.
This retail trend offers properties a new way to diversify income streams, increase brand engagement, and boost margins without relying solely on room nights or restaurant covers.
Where guests are finding you—and how they want to hear from you
The days of relying on influencers are fading fast. While 73 percent of Gen Z use social media to find new dining experiences, only 8 percent trust influencers to guide their choices. Google now leads the discovery race, and savvy operators are investing more in SEO and paid advertising.
Meanwhile, email remains king for promotions, but text messaging is gaining ground: 47 percent of consumers prefer SMS communications from hospitality brands, with text marketing delivering an impressive 24X ROI.
For accommodation operators, refining communication strategies to align with these trends will be critical in 2025—whether promoting restaurant bookings, spa treatments, packages, or loyalty rewards.
Bottom line?
Hospitality operators who combine AI-driven efficiency with human-centric personalisation—while offering memorable, luxe experiences—are best placed to thrive in Australia’s competitive tourism and hospitality landscape.
Paul Hadida, added. “By adopting smarter systems and offering tailored experiences that extend beyond the dining room, restaurants can exceed rising expectations, foster deeper guest connections and build lasting loyalty. Those that embrace AI and automation, not to replace, but to enhance the human touch, in areas like reservations, marketing and guest feedback, will be best positioned to thrive. With strong adoption rates and clear ROI already emerging, we expect even more venues to invest in tech that powers the future of hospitality.”
The future is here: smarter, more personal, and designed to delight.
Report Findings HERE
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