Minor Hotels has announced a significant technological leap by developing a global data and AI platform in collaboration with Google Cloud, Salesforce, OneTrust, and Deloitte. This initiative, set for full deployment by 2026, aims to revolutionise guest experiences by personalising services and strengthening direct relationships across its 640 properties worldwide.
The platform will unify guest data, enabling AI-driven personalisation that surpasses traditional systems. By leveraging Google Cloud's AI technology, Minor Hotels intends to create a seamless digital experience where guest preferences are consistently recognised across different brands and destinations. This approach will allow the company to personalise communications and offers based on individual preferences and past stays.
Ian Di Tullio, Chief Commercial Officer of Minor Hotels, emphasised the strategic importance of the initiative, stating, “The brands that win will not be the most visible, but the most intelligent: those able to respond in real time, own their data and shape the guest relationship directly.”
The platform will integrate Salesforce's AI Customer Relationship Management for marketing automation and guest communications, whilst OneTrust will ensure responsible data management and compliance with global privacy regulations. Deloitte will oversee the strategy and implementation, ensuring the technology aligns with Minor Hotels' operational needs.
As AI continues to evolve, this platform positions Minor Hotels to adapt swiftly to new AI-led discovery environments, enhancing both guest engagement and operational efficiency. This development marks a pivotal moment in the hospitality sector, setting a new standard for personalised guest experiences
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