The Central Role of Humanity in Hospitality

Arrowood International’s founder and CEO, Adrian Praveen, has stated that while technology pervades both the travel and hospitality industries, the heart of hospitality is fundamentally human.

He made this clear during his presentation on The Future of Hospitality on December 12, as part of the BE @ Penang 2025 event.

Praveen argued that even with the increasing use of AI and various automation processes, hospitality relies on genuine human connection. As he remarked:

“To stand out in future for hotels, it’s not just about the architecture, interior design, or furniture. The most important thing is the emotional connection, which is the feeling of being welcomed, respected, and safe that can only be conveyed from one human being to another.”

Historical Insights

The evolution of the hospitality sector illustrates that it thrives on this human interaction. The earliest mentions of paid lodging trace back approximately 4,000 years to Mesopotamia, where travelers were offered safe accommodations and meals.

Additionally, in early Christian history, rules surrounding hospitality were codified by monastic traditions that emphasized treating guests with honor. Praveen noted that 70% of complaints regarding hotels arise from the treatment they receive from staff and that personal engagement is the primary driver of customer loyalty.

The Lasting Impression of a Warm Welcome

Praveen accentuated that a warm greeting will always be the most memorable experience for any guest. He stated:

“Every single person, 4,000 years ago and 4,000 years later, wanted to feel welcome. The feeling of ‘I belong here, I’m not an interruption, and you’re happy that I came’ hasn’t changed. The need for respect feels valued, acknowledged, and treated with dignity.”

Keys to Future Success

Praveen identifies three crucial elements essential for enhancing the human aspect of hotel success:

• Flawlessness: Capturing the individual preferences and ensuring care is taken with details.
• Fast: Speed of service holds immense importance, where automation can enhance the customer experience.
• Friendly: A genuine smile and a caring reception remain irreplaceable, creating memorable experiences for guests.

He also stressed the need for appropriate training:

“Hotels and hoteliers spend about 28 to 30 hours a year in training. This involves real coaching rather than rote learning. Training should enhance interpersonal skills essential for hospitality.”

In summary, as technology evolves, ensuring that the human touch remains integral to hospitality will define its future.