Tech Talk With Dhruv Kaapoor, Director of Sales & Marketing, Eight Continents Hotels & Resorts

The hospitality industry is undergoing a major digital shift as hotels increasingly adopt artificial intelligence, automation, and data analytics. Industry studies suggest traveler expectations are evolving quickly. Around 92% of hoteliers say guests now expect contactless technologies, including mobile check-ins and digital service platforms, as part of their stay.

These changes are pushing hospitality brands to rethink how technology supports both operations and guest experiences. In a conversation with ITmatters, Dhruv Kaapoor, Director of Sales & Marketing at Eight Continents Hotels & Resorts, shares how technology is shaping the next phase of hospitality.

Where does the hospitality industry stand in today’s fast-paced technological advancements?

“The hospitality industry is currently undergoing one of its most transformative phases. Technology is no longer just a support function — it has become central to how hotels operate, engage guests, and drive revenue.

At Eight Continents Hotels & Resorts, we see technology enabling three key shifts:
hyper-personalization, operational efficiency, and seamless digital experiences. Guests today expect the same level of convenience they receive from digital-first industries. From mobile check-ins to AI-driven recommendations, technology allows us to anticipate guest needs rather than simply respond to them.

However, the real opportunity lies in blending technology with authentic hospitality. Our goal is not to replace the human touch but to empower our teams with smarter tools so they can deliver more meaningful guest interactions.”

How has partnering with STAAH’s solutions like Max Channel Manager transformed bookings and revenue for Eight Continents in India?

“Our partnership with STAAH and the implementation of the STAAH Max Channel Manager have been a game-changer. The solution has enabled real-time inventory distribution across multiple OTAs and booking platforms, significantly reducing manual intervention and eliminating the risk of overbookings. This automation has helped our teams focus more on guest engagement and revenue strategy.

From a revenue perspective, we’ve seen improved rate parity, faster market response, and stronger online visibility across key distribution channels. The result has been higher occupancy levels, improved RevPAR, and a stronger digital presence in competitive markets across India.”

What AI-driven features are you prioritizing in your upcoming proprietary PMS and booking engine?

“As we develop our proprietary Property Management System and booking engine at Eight Continents Hotels & Resorts, AI is a core pillar of the platform. Some of the key features we are prioritizing include:

• Predictive guest personalization based on previous stays, preferences, and booking behavior.
• Dynamic pricing recommendations to optimize revenue based on demand patterns and competitor data.
• AI-powered chat concierge to assist guests before, during, and after their stay.
• Smart upselling engines suggesting room upgrades, dining experiences, or spa services during the booking journey.
• Automated operational insights that help hotel managers make faster data-driven decisions.

We aim to build a system that not only manages operations but actively enhances guest experiences and drives revenue growth.”

How do cloud-based CRM and data analytics help deliver “emotique” emotional luxury experiences?

“We believe luxury today is deeply emotional — what we call “emotique luxury” at Eight Continents. Cloud-based CRM systems and data analytics allow us to create a 360-degree guest profile, capturing preferences such as room settings, dining habits, celebration dates, and even travel motivations.

With these insights, we can deliver highly personalized experiences. For example:

• Preparing a guest’s preferred room temperature and amenities before arrival.
• Curating local experiences tailored to their interests.
• Sending personalized offers based on past stay patterns.

The cloud architecture ensures that these insights are accessible across our global portfolio, allowing us to recognize and delight our guests no matter which property they visit.”

How is smart room technology evolving across your global portfolio?

“Smart room technology is rapidly becoming an integral part of the guest journey. Across our properties, we are integrating features that combine comfort, entertainment, and convenience.

For instance, OTT integrations allow guests to access their personal streaming accounts directly on
in-room smart TVs, creating a familiar home-like environment. Digital menus and QR-based service platforms have also streamlined in-room dining and service requests.

Moving forward, our smart rooms will integrate IoT-based controls, enabling guests to manage lighting, temperature, curtains, and entertainment through mobile devices or voice assistants. This not only enhances guest comfort but also contributes to energy efficiency and sustainability goals.”

What emerging tech trends, such as robotic automation, will reshape hospitality, and how is your brand preparing?

“Several emerging technologies will significantly reshape hospitality over the next decade. Robotic automation, for example, is already being used globally for tasks like luggage delivery, housekeeping support, and contactless service. While these technologies enhance efficiency, we see them as tools that complement rather than replace human hospitality.

Other trends we’re closely watching include AI-driven revenue management, contactless guest journeys, advanced data analytics for predictive service, and sustainability-focused smart building technologies.

At Eight Continents Hotels & Resorts, our strategy is to adopt technology that enhances guest experiences while preserving the warmth and authenticity that define luxury hospitality.”