As technology reshapes every corner of hospitality, Jessica Gillingham’s new book Tech-Enabled Hospitality: Strategies to Elevate Guest Experience and Operational Efficiency arrives at exactly the right moment. Published by Kogan Page, it’s part playbook, part manifesto: a call for the industry to embrace digital transformation without losing its humanity.

Drawing on insights from 38 senior executives across 13 countries, Gillingham explores how hoteliers, restaurateurs and short-term-rental operators are re-engineering operations, guest journeys and business models for a connected era.

The Hospitality Tech360 team enjoyed diving into the lessons learned, and below are our five key takeaways, and what they mean for the industry’s next wave of innovation.

1. Tech Should Enable, Not Replace, Hospitality

The book’s central argument is clear: technology must enhance, not erode, human service. Gillingham insists that the most successful operators treat tech as a strategic enabler, a means to elevate warmth, personalisation and consistency, not a substitute for them.

For leaders planning digital investment, that means prioritising systems that free teams to focus on the guest rather than on screens.

2. Solve Real Problems, Not Shiny Ones

A recurring warning is the industry’s attraction to shiny object technology. Too often, businesses buy tools because they’re fashionable rather than because they solve a real operational or guest-experience pain point.
The smarter approach, Gillingham argues, is to begin with clarity: what hurts, and how can technology help?

Operators who anchor digital strategy in genuine challenges such as labour shortages, forecasting accuracy, or payment friction, will see far better returns than those chasing trends.

3. Integration Is Everything

Advanced tools like AI, IoT, and predictive analytics are only as powerful as the data that feeds them. Many case studies in the book highlight the same barrier: fragmented systems. Without a unified data backbone, even the most sophisticated software can’t deliver meaningful insights.

For the industry, this means getting the fundamentals right before layering on innovation. Focus on interoperable platforms, shared data standards and a single source of truth.

4. Innovation Is a Habit, Not a Project

Gillingham frames innovation as a continuous mindset rather than a one-off initiative. The standout brands in Tech-Enabled Hospitality are those that experiment constantly, running small pilots, gathering feedback, learning fast and scaling what works.

It’s a refreshing reminder that transformation is evolutionary. Staying agile and curious matters more than having the biggest technology budget.

5. Personalisation Beats Gadgetry

Perhaps the most human insight of all: guests don’t crave gadgets, they crave experiences that feel effortless, considered and personal. Whether it’s AI-driven service recommendations or real-time guest messaging, technology succeeds when it deepens emotional connection and loyalty.

As Gillingham writes, the future of hospitality belongs to brands that use data not just to know their guests, but to care for them better.

Why It Matters

Tech-Enabled Hospitality isn’t a technical manual; it’s a manifesto for purposeful innovation. It speaks directly to the themes shaping the upcoming Hospitality Tech360: AI in action, data integration, and the balance between automation and authenticity.

For anyone building or buying technology in hospitality, Gillingham’s book offers both inspiration and realism: a reminder that progress starts with people, powered by thoughtful tech.