In the digital age, the hospitality sector is being driven by technological innovations that promise to transform the guest experience and operational efficiency of hotels. Newhotel recently collaborated with Ambitur, a portuguese magazine focused on tourism and hospitality, to explore the impact of these technologies on hotel management. In this article, we share insights from experts on our team: Susana Maia, Chief Marketing Officer; Roberto Campos, Director of Revenue Management & Business Intelligence; Nicole Menezes, Account Manager; and Raquel Alves, Sales & Account Manager. Discover how these innovations are revolutionizing the sector, from personalizing the guest experience to optimizing operational resources.
1. How can technologies revolutionize hotel operations?
Technologies, especially integrated and automated management systems, are radically transforming hotel operations, from the first contact with guests to post-stay interactions. An efficient management software system with full data integration allows for tracking the guest journey from booking, providing a more personalized and optimized experience. This technology centralizes operational processes, enhancing efficiency and profitability through smarter allocation of human and material resources.
Additionally, by integrating various hotel departments, from reception to housekeeping and dining management, the software allows for task optimization and error minimization. With more agile and efficient management, teams can focus on what really matters: providing a distinguished and quality service. Real-time data access also gives managers a strategic view, allowing them to adjust pricing, manage inventory, and anticipate trends, optimizing every detail of hotel operations.
Although AI has great potential to further enhance these technologies, helping to personalize and anticipate needs, it is important to start with the basics: a robust, well-integrated management system is the first step to success. Over the past decade, Artificial Intelligence and machine learning have undoubtedly advanced these tools, elevating the guest experience to new levels.
2. How would you rate the technological level of hotels in Portugal compared to the rest of Europe?
Overall, I’d say that the hotel industry in Portugal is in line with what’s observed across Europe. Although there is still room for improvement, many Portuguese hotels are adopting advanced technological systems, which shows a growing awareness of the importance of innovation. The regular presence of Portuguese hoteliers at national and international tourism fairs, where we also have a strong presence, reflects their interest and willingness to learn about and adopt new technologies. This mindset is essential for keeping Portugal competitive within Europe in terms of customer service.
3. If you feel that hotels are not investing as much in technology as they could/should, do you think this is a financial issue? Are technologies still too expensive?
We recognize that hotel operating costs have increased significantly in recent years, due to inflation, raw material prices, and fees. The challenge of stabilizing teams also adds to the need for stricter cost control. However, technology investment should be seen as a guaranteed return. Implementing suitable technological solutions can optimize processes, reduce errors, and improve operations in all areas of the hotel, from booking to check-out.
Each hotel should tailor technology to its specific reality and scale, viewing the investment as a way to maximize long-term revenue, rather than as an expense. Additionally, it is important to inform hoteliers about available support that makes technology investment more accessible.
4. Do you feel that hotels adopt new technologies because they see them as an operational advantage, or because they feel clients demand it?
The adoption of technology in hotels is motivated by both factors. On the one hand, technologies allow for operational optimization, reducing human errors and enabling teams to focus on delivering more personalized service. On the other hand, clients are increasingly informed and demanding, accustomed to digital interactions. This reality forces hotels to meet guest expectations, as guests easily compare services between hotels and destinations.
Additionally, technology offers management teams a more strategic view of operations, enabling more precise planning and reducing the need for contingency measures. This dual motivation — operational improvement and meeting client demands — drives technological implementation in the sector.
5. What technological solutions do you offer to the hospitality industry today? What advantages do you believe they bring?
Specializing in technological solutions for hotel management, Newhotel offers a wide range of products, including Cloud PMS and on-premise PMS systems. Our solutions cover centralized reservation management, housekeeping, dining, as well as specific systems for convention centers, spas, and multi-hotel setups. We also provide Central Reservation System (CRS) tools and inventory management. These solutions automate a large portion of operational tasks, allowing teams to focus on what matters most: providing guests with an exceptional experience.
Among our solutions are Revenue Management, Business Intelligence, and Guest Experience tools, which help maximize profitability and optimize resource allocation, while also improving service personalization. Satisfaction surveys and real-time feedback systems integrate seamlessly with other functions, providing clear insights into guest expectations and enabling agile, efficient responses.
With hundreds of available integrations, our platform allows unique flexibility to meet the specific needs of each hotel, regardless of size or location. Real-time data analysis capabilities and Business Intelligence tools are major advantages of our solutions, helping managers make informed strategic decisions, anticipate trends, and adjust operations to maximize efficiency and profitability.
Our solutions allow hotels to increase efficiency, enhance service personalization, and optimize revenue management. Real-time data analysis is one of our systems’ greatest advantages, helping managers make strategic decisions and adjust operations to maximize profitability.
6. How do you see the hospitality sector in 10 years in terms of technological evolution? In essence, what will the hotel of the future look like?
The major challenge for hospitality in the next 10 years will be balancing technological evolution with the human element. While automation and digitalization will play a central role in service efficiency and personalization, “people-to-people” hospitality will remain essential. We anticipate that the hotel of the future will be highly organized and informed, with advanced technologies like Artificial Intelligence allowing for extreme personalization of services.
No entanto, o “recepcionista” que nos dá as boas-vindas ao hotel continuará a ser uma peça chave na experiência do hóspede. A IA, embora importante, será apenas uma ferramenta para elevar ainda mais o serviço, garantindo que o fator humano não é substituído, mas complementado pela tecnologia.
