Planday: How AI & tech will change hospitality by 2025

Planday has released its 2025 Tech Trends Report, focusing on how hospitality businesses can leverage technology to enhance operations and staff wellbeing.

The report, based on research conducted by CGA by NIQ in collaboration with Sona, reveals that while 100% of operators surveyed believe artificial intelligence (AI) will be valuable for business management, only 17% claim to have full awareness of its application.

The report explores several technological advancements that can drive efficiency, boost profitability, and improve employee wellbeing in the hospitality sector, highlighting AI, sustainability, and mental health technology as key areas of focus.

Planday's analysis covers five primary areas where technology is expected to play an essential role. The first is Artificial Intelligence, which the report suggests will revolutionise customer experience and operational processes in hospitality venues such as hotels and restaurants.

"The shift towards AI will not only streamline operations but also enhance the customer experience, allowing hospitality businesses, such as hotels and restaurants, to focus on what really matters: creating memorable moments for their customers," states Pushpa Reddy, Chief Product Officer of Planday.

"We at Planday believe that AI is set to transform the hospitality industry by making SaaS solutions smarter and more efficient. Imagine a world where intelligent systems help hotels and restaurants manage their operations seamlessly—optimising everything from pricing and inventory to staff scheduling and menu planning.

"Agent-like chatbot experiences will become smarter and handle more customer inquiries, ensuring customers receive quick and helpful responses. Advanced data analytics will provide valuable insights that help hoteliers and restaurateurs reduce costs and scale their operations to increase productivity and customer satisfaction."

The second area discussed in the report is data's role in hospitality. The capacity to track and analyse data can help businesses optimise operations and profitability.

Will Meadows, VP of Experience Design, comments: "Data will enable hospitality businesses to create hyper-personalised experiences through detailed preference tracking and predictive analytics. Hotels, for example, can track guests' preferred room temperatures, dining choices, and check-in times across their entire network. Restaurants can use purchase history to suggest menu items and create targeted promotions based on dining preferences."

The third focus is mental health, with research indicating that 85% of hospitality workers have experienced symptoms of poor mental health in the past year. Only 24% have access to mental health support at work.

Technology, according to the report, can aid businesses in supporting mental health through digital tools, smart scheduling, and efficient communication systems.

Sustainability is also highlighted in the report as the hospitality sector aims for net-zero emissions by 2040. Technological advancements in waste management, water conservation, and energy systems could aid the industry's green initiatives.

Lastly, the report outlines ten top technology strategies to enhance employee engagement. Effective communication channels, digital training platforms, and feedback systems are among the suggestions to maintain a motivated workforce.

"At Planday we're on a mission to make shift work more human," says Dave Lee, CEO of Planday. "And ironically, as we look towards the year ahead, it's technology that will help us do just that. It should act as an agent, taking strenuous tasks out of your way so you can focus on what you love."