Be Brave: A Conversation with Infor at ITB Berlin

Why It Matters

A solid, unified data layer unlocks AI and AR potential, giving hotels a decisive edge in personalization and operational efficiency.

Key Takeaways

• Unified data essential for effective AI in hospitality
• AR glasses deliver instant guest information at check‑in
• Drones with AR audit banquet halls autonomously
• SaaS shifting toward unified, agentic intelligence layers
• Proactive, integrated tech replaces reactive, fragmented systems

Pulse Analysis

Hospitality’s struggle with artificial intelligence is less about the algorithms and more about the data they consume. Decades of patchwork systems have produced massive, siloed data stores that are difficult to reconcile, leaving AI models starved of clean, contextual inputs. Industry analysts note that without a consolidated data foundation, predictive analytics and real‑time personalization remain theoretical. Infor’s stance reflects a broader consensus: the first step toward meaningful AI adoption is a strategic data unification effort that standardizes guest and operational information across all touchpoints.

Against this backdrop, Infor’s augmented‑reality (AR) proof‑of‑concept illustrates how a unified data layer can be weaponized on the shop floor. Smart glasses worn by front‑desk staff surface live PMS data—guest name, loyalty tier, room assignment, even flight delays—directly in the agent’s line of sight, eliminating screen‑hopping and enabling hyper‑personalized service. In back‑of‑house operations, AR‑enabled drones scan banquet setups, flagging missing items or layout inconsistencies and instantly logging issues in the property management system. These use cases demonstrate tangible productivity gains, reduced error rates, and a guest experience that feels both high‑tech and human‑centric.

The conversation also signals a shift in the SaaS paradigm. Rather than accumulating discrete, single‑purpose tools, the next generation of hospitality software will act as an “agentic” platform—an integrated intelligence layer that interprets context, makes decisions, and triggers actions without manual intervention. This evolution reduces latency, streamlines workflows, and aligns technology with the industry’s cultural push toward proactive service models. Hotels that embrace this unified, agentic approach are poised to differentiate themselves in a crowded market, turning data complexity into a competitive advantage.