Back to agenda Hospitality Forum Sustainability Balancing Tech and Hospitality: Making Guests Feel Welcome in a Digital World Wed 22 Oct | 11:15 - 12:00 Auditorium 2 Gold Pass Language: Simultaneus translation From mobile check-in to AI-powered recommendations, technology is changing how guests interact with hotels — but great hospitality still depends on human warmth, empathy, and service. This session explores how hotel brands, boutique properties, and tech providers are finding the right balance between automation and personalisation. How can digital tools make operations smoother without losing the magic of personal connection? Where does high-tech stop and high-touch begin? Join us as we discuss: – How to integrate tech without dehumanising the experience – When guests want speed vs when they need support – Tools that enhance staff efficiency while improving service quality – How to scale personalised service in a digital-first world