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The Tech-Enhanced, Guest-Centric session at IHS25 brought together some of the most forward-thinking voices in hospitality technology, including Matt Bell, Managing Director at Molly’s; Harry Fielder, CEO of umi; and Susanne Williams, Performance Director at Journey. 

Their shared message was clear: the future of hotel technology is not about replacing people. It is about empowering them. Automation, when used thoughtfully, can remove friction, eliminate repetitive tasks, and allow staff to focus on what truly matters: the guest. 

Technology as a Human Enabler 

In the past, technology was often seen as a cold, back-of-house necessity. At IHS25, that perception shifted dramatically. The new vision is technology as a human enabler, freeing staff from process-heavy tasks so they can deliver more personal, emotionally intelligent service. 

Matt Bell shared how his teams at Molly’s and CitizenM have used automation to strengthen human connection, not reduce it: 

“What we’re trying to do is take anything that is a process and automate it, so we can free our people to engage with customers on a human and emotional level.” 

This philosophy reframes automation as an investment in time that can be reinvested in empathy, attentiveness, and genuine hospitality. 

Agentic AI and the Next Frontier 

The conversation went beyond current systems to explore the rise of Agentic AI,  intelligent, autonomous systems capable of managing complex operations and even predicting guest needs. 

Matt Bell described this as a coming revolution in efficiency and guest experience: 

“Agentic AI will become your workforce that is doing your process for you and, as a result, creating a smoother customer experience. It will start to flag anomalies you don’t necessarily see as a human, so you can be proactive in resolving issues.” 

For independent hotels, this next wave of automation offers an exciting opportunity: access to advanced, scalable technology once limited to large chains, but now within reach of agile, entrepreneurial operators. 

Breaking Down Data Silos 

While the technology itself is advancing rapidly, the real challenge lies in integration. 

Harry Fielder and Susanne Williams both highlighted the importance of connecting systems and creating a single, unified view of the guest. Many hotels still operate with isolated platforms for property management, F&B, spa, and marketing, leading to fragmented insights and missed opportunities for personalization. 

The solution, they agreed, lies in open, modular systems that talk to one another. When data flows freely across departments, hoteliers can deliver consistent, tailored experiences that feel effortless to the guest. 

Purpose Before Platform 

A recurring theme across the session was intention. Technology, no matter how advanced, is only as powerful as the strategy behind it. 

The IHS speakers urged hoteliers to start with purpose rather than platform. In other words, ask what kind of guest experience you want to create, and let that vision guide your tech decisions. 

This mindset shift moves the conversation away from features and functions toward emotional outcomes. Technology should not be an end in itself, but a tool to enhance authenticity, personalisation, and care. 

Technology in hospitality has matured from a back-office process into the beating heart of the guest experience. 

At IHS25, the message was unmistakable: automation should not replace the human touch; it should release it. 

Independent hotels that combine operational intelligence with emotional intelligence will set the standard for the next generation of hospitality — one where warmth and innovation coexist seamlessly.