Jan Gautam, president and CEO of third-party management company IHRMC, 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—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, Gautam talked about how personalization, technology and sustainability efforts are changing how the hotel industry operates, and what hoteliers (and suppliers) can expect in the future.
1. What are you most excited about for your company in 2025 (and beyond)?
I'm really excited about the direction our company is heading in 2025 and beyond. We're in the process of developing four new hotels, which will add a total of 600 more rooms to our portfolio. This expansion is a huge milestone for us and opens up a lot of new opportunities. We’re looking forward to growing our brand, exploring new markets, and enhancing guest experiences with innovative features like smart rooms or sustainability initiatives. It’s an exciting time for us, and we’re eager to see where this growth takes us in the future!
2. What are some of the biggest operations-related changes you’ve seen in the hotel industry over the past year?
Over the past year, the hotel industry has seen several key changes:
- Sustainability: More hotels are adopting eco-friendly practices, from energy-efficient systems to waste reduction.
- Tech Integration: Mobile check-ins, keyless entry and AI concierge services are becoming standard to improve convenience and streamline operations.
- Personalization: Hotels are using data to offer more tailored experiences, customizing services and amenities based on guest preferences.
- Health & Safety: Enhanced cleaning protocols and contactless services remain important for guest safety.
- Automation: With staffing shortages, hotels are turning to automation, like self-check-in kiosks and robotic deliveries.
- Remote Work: Many hotels are catering to remote workers with coworking spaces, fast internet, and flexible meeting options.
These changes are shaping the industry and making operations more efficient and guest-friendly.
3. How has your business adjusted to these changes?
We’ve made several adjustments to keep up with industry changes, though the labor shortage remains a challenge. Here’s how we’ve adapted:
- Sustainability: We’ve implemented energy-efficient tech and waste reduction across our properties.
- Technology: We’ve introduced mobile check-in and keyless entry to enhance convenience for guests.
- Personalization: We’re using guest data to offer tailored experiences and services.
- Health & Safety: We continue enhanced cleaning protocols and contactless services for guest safety.
- Automation: To address staffing shortages, we’ve integrated more automation in areas like check-in and room service.
- Remote Work: We’ve added coworking spaces and flexible work options for remote workers.
Despite these improvements, the labor shortage remains an ongoing challenge we’re working to address.
4. What are some trends you think will have staying power beyond 2025?
Looking beyond 2025, several hospitality trends will likely stick around:
- Sustainability: Hotels will continue focusing on eco-friendly practices, like energy efficiency and waste reduction, to meet guest demand for greener options.
- AI Integration: AI will drive personalized guest experiences, from automated check-ins to smart rooms and chatbots that offer tailored recommendations.
- Personalized Experiences: Data-driven services will create more customized stays, anticipating guest needs and preferences.
- Health & Hygiene: Enhanced cleaning and contactless services will remain a priority as guests continue to prioritize safety.
- Remote Work: Hotels will cater to remote workers with long-term stays, coworking spaces, and flexible work setups.
These trends will shape the future of hospitality, combining technology, sustainability, and personalized services to meet guest expectations.
5. How are you incorporating new technology, especially AI, into your business?
We’re actively incorporating new technologies, especially AI, to enhance both the guest experience and operational efficiency. Here’s how we’re doing it:
- Personalization: AI helps us offer tailored recommendations and services based on guest data and preferences.
- Automation: AI-powered self-check-in, smart room controls, and chatbots streamline operations and reduce wait times.
- AI Chatbots: These assist with bookings, inquiries, and special requests, providing 24/7 support.
- Predictive Analytics: AI helps forecast demand and optimize staffing and amenities.
- Smart Rooms: AI-powered systems allow guests to control room settings via voice or mobile apps for a seamless experience.
These technologies help improve efficiency while delivering a more personalized and smooth stay for our guests.
6. What steps are you taking to improve sustainability in the industry?
We’re taking several steps to improve sustainability in our operations:
- Energy Efficiency: We’re upgrading to energy-efficient lighting, heating, and cooling systems to reduce energy consumption.
- Waste Reduction: We’re implementing waste management programs, including recycling and composting, and minimizing single-use plastics.
- Sustainable Sourcing: We focus on sourcing locally produced and sustainable materials, including eco-friendly amenities for guests.
- Water Conservation: We’ve installed water-saving fixtures in rooms and public areas to reduce water usage.
- Green Certifications: We’re working towards achieving recognized green certifications, ensuring our operations meet high environmental standards.
These initiatives help reduce our environmental impact while meeting the growing demand for sustainable practices from both guests and the industry.
7. What is the biggest challenge you have overcome over the past year? How did you overcome it?
The biggest challenge we faced over the past year was dealing with the labor shortage, which affected our ability to maintain service levels. To overcome this, we focused on two key strategies: Automation and Technology: We integrated more automated solutions, such as self-check-in kiosks, AI-powered chatbots and smart room controls, to streamline operations and reduce the pressure on staff. Flexible Staffing Models: We implemented more flexible staffing schedules, including part-time and temporary roles, to adapt to fluctuating demand and ensure we could maintain quality service. By leveraging technology and adapting our staffing approach, we were able to manage the impact of the labor shortage while continuing to provide a great guest experience.
8. What is the value of meeting hospitality suppliers one-on-one?
Meeting hospitality suppliers one-on-one offers significant value:
- Building Stronger Relationships: Personal interactions foster trust and better communication, which can lead to more reliable partnerships and smoother collaboration.
- Tailored Solutions: Direct meetings allow us to discuss specific needs and challenges, helping suppliers offer customized products or services that are more aligned with our goals.
- Negotiation Benefits: In-person meetings provide an opportunity to negotiate terms more effectively, ensuring we get the best value and quality for our investments.
- Staying Ahead of Trends: Suppliers often share insights about the latest industry trends, innovations, and new products that can give us a competitive edge.
- Problem Solving: One-on-one meetings allow for quick resolution of issues, ensuring we can address concerns directly and efficiently.
Overall, these meetings are key to strengthening partnerships, optimizing solutions, and staying inform
9. What do you hope to accomplish at Hotec this year?
At Hotec this year, I hope to accomplish several key goals:
- Building Strong Partnerships: I want to connect with potential suppliers and partners to strengthen existing relationships and explore new opportunities for collaboration.
- Discovering Innovations: I’m excited to explore new technologies and products that can enhance guest experiences and improve operational efficiency in our properties.
- Staying Ahead of Industry Trends: By networking with industry leaders, I hope to gain valuable insights into upcoming trends and best practices that can help us stay competitive.
- Networking with Peers: I look forward to exchanging ideas and experiences with other hospitality professionals to learn how they’re tackling similar challenges.
Ultimately, I aim to gather actionable insights, forge valuable connections, and bring back ideas that can help elevate our business.
Hotec Operations will take place May 19-21 at the Caribe Royale Orlando. Applications are open for buyers and suppliers.