Jyoti Sarolia, president and CEO of Ellis Hospitality Group, is set to attend Hotec Operations, an annual conference presented by Questex, the parent company of Hotel Management. At the conference—scheduled this year for May 19-21 at the Caribe Royale Orlando in Florida—buyers meet one-on-one with hospitality-focused suppliers to learn about new products and services and to keep up to date on emerging trends.
Ahead of the conference, Sarolia talked about artificial intelligence, the cost of insurance and how Ellis Hospitality is balancing expenses with revenue.
1. What are you most excited about for your company in 2025 (and beyond)?
As a hotel owner we are particularly excited about several key trends and innovations that could shape the hospitality industry. First, the use of artificial intelligence in managing operations. A great example is using tools that personalize guest experiences. Second, we are excited about AI-driven chatbots, predictive analytics for guest preferences and automated systems that streamline check-ins and service requests. Third, we are also working on revamping our websites so we can ensure our platform speaks to all our guests. In addition, we are utilizing AI features to drive more traffic and guest booking to our site.
2. What are some of the biggest operations-related changes you’ve seen in the hotel industry over the past year?
We have observed several significant operational changes in our company over the past year, many of which are driven by evolving guest expectations, technological advancements and industry trends. In this regard, we have witnessed an increased dependency on technology. The adoption of advanced property-management systems and guest engagement platforms have streamlined operations and we continue to invest in this space albeit a costly investment at times. Mobile check-in/check-out, digital room keys and contactless payment options have also become standard, finding the right tool to enhance the guest experience is important to us.
Second, there has been an increased emphasis on staff training, particularly in areas that are regulated and establishing a process to tract training and ensure they continue to complete them. Third, with the rise of remote work, we now offer work-friendly amenities, such as a per diem for high-speed internet access at home.
Lastly, the rising cost of insurance over the last two years has further incentivized us to invest in more robust training. We have seen nearly 30 percent increases in insurance premiums. The increased emphasis on safety training moderates our premium increases and, most importantly, improves the safety of our workplace.
3. How has your business adjusted to these changes?
Managing expenses that outpace revenue has not only been the trend these past few years but feels like it is now a permanent issue. The important factors for us in navigating an inflationary environment is increasing revenue, booking more group business and constant revenue management. We are also trying to more closely match our labor hours to our room night demand and making constant adjustments in our scheduling based on the hotel’s occupancy. In addition, we are looking at implementing energy-efficient systems and practices, like solar panels as well as proper furniture, fixtures and] equipment, to reduce utility costs.
While investing in technology can improve efficiency and the guest experience, the upfront costs can strain budgets. Determining which technologies provide the best return on investment is crucial. To maximize a better average daily rate, we continue to push more direct booking versus relying on business from online travel agencies. This can result in a significant amount of annualized savings.
To address these challenges, focusing on operational efficiencies, strategic cost management and innovative revenue-generating initiatives will be critical. Regularly reviewing expenses, negotiating contracts with suppliers and exploring new revenue streams can help stabilize the financial health of your hotel portfolio.
4. What are some trends you think will have staying power beyond 2025?
In 2025, several trends in hotel operations are likely to remain prominent, shaping the future of the hospitality industry. Here are some key trends to watch:
Continued integration of advanced technologies, such as artificial intelligence, machine learning, will enhance guest experiences and streamline operations. This includes smart room features, AI-driven chatbots for customer service and predictive analytics for personalized offerings. The demand for contactless interactions will likely persist, with mobile check-ins, digital room keys and contactless payment options becoming standard practices. This trend enhances guest convenience and safety. Hotels will continue to prioritize sustainability, adopting eco-friendly practices in operations, sourcing and design. This includes energy-efficient systems, waste reduction initiatives and partnerships with local suppliers to promote sustainability. For marketing, collaborating with local businesses to offer authentic experiences will remain a trend. Hotels will increasingly promote local tours, dining options and cultural experiences to attract guests looking for unique stays. We also believe that, as the guest expectations evolves, ongoing staff training and development will be crucial. Hotels will focus on equipping their teams with the skills needed to provide exceptional service and adapt to new technologies.
These trends reflect a shift towards more efficient, guest-centric operations while addressing the evolving needs and expectations of travelers in 2025 and beyond. Embracing these trends can help hotels stay competitive and thrive in the dynamic hospitality landscape.
5. How are you incorporating new technology, especially AI, into your business?
At the beginning of the year, we decided to redo our independent website to ensure that it has the platform to integrate AI features and find a company that understands this technology.
6. What steps are you taking to improve sustainability in the industry?
As rebates become available, we continue to add solar to our hotel as well as order FF&E that are more efficient
7. What is the biggest challenge you have overcome over the past year? How did you overcome it?
Operating a hotel in California presents unique financial challenges due to elevated costs related to labor, utilities and regulatory compliance. Additionally, the risk of lawsuits—stemming from issues such as guest safety, employment practices and compliance with local regulations—adds another layer of complexity and potential expense.
8. What is the value of meeting hospitality suppliers one on one?
I find value in meeting suppliers in an intimate setting because you get to learn a lot about their offering since it is a one-on-one setting. You get to ask questions and understand their product offering better.
9. What do you hope to accomplish at Hotec?
What I hope to accomplish this year is soak up the wonderful Florida weather while networking with industry friends as well as suppliers. I look forward to experimenting and learning about new industry trends for 2025 and beyond.
Hotec Operations will take place May 19-21 at the Caribe Royale Orlando. Applications are open for buyers and suppliers.