The hospitality sector is undergoing significant transformation. In the past, hotels and resorts focused mainly on service, comfort, and creating good memories for guests. While that hasn’t changed, the way it’s done today is very different—thanks to technology.

George Dfouni, a respected name in the hospitality world with decades of international experience, explains how technology is now a key part of delivering great guest experiences.

A New Era for Hospitality

Technology is no longer something that works only in the background. Today, it directly touches almost every part of the guest journey—from booking a room online to checking out without needing to speak to the front desk.

Dfouni believes that using the right technology allows hotels to make stays more comfortable, personalized, and efficient for guests, while also helping businesses run better.

Contactless Check-In and Check-Out

Hotels are now making it easier for guests to skip the front desk altogether. Many people prefer fast, contact-free services, and hotels are meeting this need with new tech tools.

Benefits of contactless check-in and check-out:

Mobile check-in lets guests use their phone to get into their room.
Checking in without assistance is quick and simple thanks to kiosks in the lobby.
Guests can settle their bill and check out using hotel apps or online systems.

This technology not only saves time but also creates a smooth first and last impression for guests.

Smart Room Features and Personal Comfort

Technology keeps improving visitors' stays once they're in their rooms. Many hotels now offer smart features that let guests control their environment easily.

Visitors can control the lighting, entertainment systems, and temperature of the rooms with touch panels or voice commands. Smart TVs let them watch their favorite streaming shows. All of these features are designed to make the room feel more like home.

George Dfouni points out that such comfort-focused tech adds a personal touch that guests really appreciate.

24/7 Support Through AI and Chatbots

Another big improvement in hospitality comes from AI and chatbots. Websites, hotel apps, and even in-room gadgets offer these tools. They can quickly answer questions or help guests with requests.

Examples of AI use in hospitality:

Chatbots can handle questions like Wi-Fi details or check-out times.
Virtual assistants can book services like room cleaning or food orders.
AI tools can help staff respond faster to guest needs.

These tools help provide constant support while freeing up human staff to focus on more personal tasks.

Better Use of Guest Data

Hotels today collect useful information (with permission) to better serve their guests. For example, if someone likes a certain type of room or always books a spa session, that detail can be saved for future visits.

Using this data helps hotels:

Offer customized deals or room upgrades.
Remember guest preferences for a more personalized stay.
Learn from feedback to make ongoing improvements.

George stresses that using this data the right way—with care and respect for privacy—is key to keeping guests happy.

Mobile Apps and Digital Tools

Many hotels now have their own mobile apps that serve as a one-stop service point for guests. These apps are helpful before, during, and after the stay.

Key features often included in hotel apps:

Room booking and modifications
Ordering room service or housekeeping
Getting local recommendations or directions
Managing loyalty points and rewards

These tools make the stay smoother and keep the guest connected to the hotel’s services at all times.

Final Thoughts

Technology has become a powerful partner in the hospitality industry. It helps make things faster, smarter, and more personal. George Dfouni believes that while the tools may change, the goal remains the same—delighting the guest.

By embracing technology in the right way, hotels can not only improve operations but also create the kind of experience that guests will remember and want to return to.

George Dfouni Explains How Technology is Transforming Hospitality Experiences