Innovations in the hotel industry

Now, two years later, at the beginning of 2018, together with Markus Gratzer, the managing director of the Austrian Hotel Association, we presented an update of our study at the Austrian Hotel Congress in Vienna. It is as if an industry, which for centuries built its success on service quality and personal engagement with guests, has been turned upside down. The key competencies, which decide on the build-up or depletion of strategic competitive advantages, have changed fundamentally. The new key competencies for the hotel industry are centered on technologies such as artificial intelligence (AI), voice control, and humanoid robots, as well as new forms of management, namely, data management and innovation management. As artificial intelligence enters the mainstream, application is becoming available along the entire value chain.