As the global travel landscape undergoes rapid transformation, Swiss-Belhotel International is stepping up its commitment to innovation and human-centric hospitality to meet the evolving expectations of today’s travellers.
With a presence in over 20 countries and 18 brands spanning economy to luxury segments, the international hospitality group is deploying a blend of technology, purposeful design, and local relevance to redefine guest experiences across its properties.
Speaking on the company’s forward-looking approach, Laurent A. Voivenel, Senior Vice President, Operations & Development, EMAI, and Group Human Resources & Talent Development at Swiss-Belhotel International, stated:
“Guest expectations today are shaped less by star ratings and more by authenticity, digital convenience, and purposeful travel. At Swiss-Belhotel International, we prioritise meaningful and personalised guest experiences at every touchpoint.”
This strategy is grounded in emerging trends. Recent industry data reveals that over 70% of travellers prefer digital tools for functions like check-in, concierge, and service requests. Meanwhile, 78% of guests express a preference for travel that positively impacts local communities—a trend the group is keen to support through localised, sustainable operations.
Swiss-Belhotel’s pre-opening strategy integrates digital readiness, sustainability, and cultural immersion to ensure consistency and relevance from the outset. This includes investments in smart hotel systems and artificial intelligence (AI) to personalise guest journeys without compromising the human touch.
A recent study by Skift found that AI-driven personalisation can increase guest satisfaction by 24% and improve upselling opportunities by 30%, metrics Swiss-Belhotel aims to leverage across its growing portfolio.
“Technology is not a replacement for people—it’s a way to empower them,” Voivenel noted. “By automating routine processes, we free our teams to focus on delivering authentic, memorable human interactions.”
The group’s vision extends beyond digital transformation. It is also reimagining its physical spaces to reflect new guest priorities, from wellness-focused retreats to multi-generational family settings designed to inspire connection and comfort.
Adaptability remains at the heart of Swiss-Belhotel’s operational philosophy, with an emphasis on agility in the face of changing guest behaviour, technological advances, and global conditions.
As travellers seek experiences that blend efficiency, meaning, and connection, Swiss-Belhotel International positions itself as a modern hospitality leader, balancing innovation with heart.
