- Sommet Education hosted a panel discussion in Mumbai on the evolving luxury hospitality landscape, exploring the impact of AI, sustainability, and personalization.
- Experts including Dr. Ivana Nobilo and Daniela Cassini emphasized that while AI enhances efficiency, human connection remains at the heart of hospitality.
- The dialogue highlighted the need for continuous talent development, AI-emotional intelligence integration, and education-driven transformation to shape the future of global and Indian luxury hospitality.
Sommet Education hosted a panel discussion on the transformation of the luxury hospitality industry in an age marked by personalization, sustainability, and artificial intelligence. The event, held at Jio World Convention Centre in Mumbai, brought together global leadership and academic experts, including senior representatives from Sommet Education headquarters and Dr. Ivana Nobilo, Executive Academic Dean of Les Roches. This platform enabled sharing insights on the changing dynamics of luxury hospitality and the critical role of education in shaping its future.
Discussions revolved around how to balance innovation with human connection, especially as AI and automation gain momentum within the world of service delivery. Daniela Cassini, Global Head of Business Solutions, Training and Talent Development at Sommet Education, spotlighted that though AI enhances efficiency and personalization, at the core, hospitality remains human.
“Luxury hospitality is witnessing the beginning of an entirely new era. While AI can supercharge efficiency and predictive personalization, the true heart of hospitality remains deeply rooted in humanity. Our role is to empower organizations with the right learning solutions so that their teams are capable of delivering lasting experiences while embracing sustainability and innovation through emotional and social intelligence”, she said.
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The discussion also covered the increasing competition in the Indian hospitality industry, where international brands have raised the benchmark of excellence. Ms. Natasha Mehta, Regional Head Asia, Sommet Education Business Solutions, insisted that Indian hospitality brands must invest in continuous talent development to remain competitive. She further clarified that combining technological proficiency with cultural sensitivity holds the secret to nurturing leaders capable of setting new benchmarks in guest experience and operational excellence.
The panelists went further to discuss the integration of AI with emotional intelligence in hospitality, especially in Asia, where cultural nuances and personalized service define the way guests experience hospitality. They agreed that the future of luxury hospitality lies in seamlessly merging technology with empathy, with sustainability and personalization integral to brand identity and reputation.
Dr. Ivana Nobilo concluded by underlining how education drives this transformation. “Quality education is the cornerstone for future-ready hospitality. By integrating AI, sustainability principles, and experiential learning into curricula, we nurture professionals who not only understand emerging technologies but also embrace the cultural and emotional dimensions that define luxury hospitality”, she said.
