Why Guests Still Want a Human at Check-In | AI Hotel Guest Experience | FHS 2026 | Tom Stevens
Exclusive interview with Tom Stevens, COO of Hotel Operations at The First Group Hospitality, at FHS 2026 Dubai. Key Highlights: 1. Tom Stevens explains how The First Group Hospitality constantly explores AI and machine learning to make operations more efficient while most importantly enhancing the guest experience. 2. He argues basic guest expectations haven't fundamentally changed, guests simply want to be impressed from airport arrival to departure, and Dubai's seamless airport and taxi experience already sets a strong tone. 3. Hotels now balance automation and human touch, offering paperless, kiosk-based check-in for speed alongside traditional staffed reception for guests who want personal interaction. 4. The group runs its F&B operations like a restaurant group, tailoring buffet offerings (German, Indian, Chinese dishes, etc.) based on the nationality mix of guests actually staying at each property. 5. An AI-driven guest service system via WhatsApp lets guests ask any question, hotel-related or about Dubai generally and receive instant, objective replies. 6. Tom emphasizes that consistent service across rapid expansion comes from culture, not SOPs, new hotels are seeded with existing staff who carry that culture forward. 7. He points to the group's hotel tower, one of the tallest hotels in the world and a Guinness Record holder, noting that despite its impressive design, it's the team's culture and experience that truly makes the difference for guests. 8. Looking toward 2030, Tom expects AI to keep expanding its role in hospitality, including AI concierge services and remote check-in with dedicated work groups in every department exploring how technology can further enhance guest experience. About Travel And Tour World: Travel And Tour World is a global travel media platform covering travel, tourism, hospitality, aviation, MICE, cruise, and luxury travel, with readership across 195 countries. [AI hotel guest experience, FHS 2026 Dubai, hotel automation, AI concierge, guest service technology, hospitality culture, AI reshaping hotels in Dubai, WhatsApp AI guest communication hotels, paperless hotel check-in kiosk technology, hotel culture consistent service rapid expansion, tallest hotel in the world Dubai, future hospitality summit technology trends] #FHS2026 #AIinHospitality #DubaiHotels #GuestExperience #HotelTechnology #HospitalityInnovation #FirstGroupHospitality #TravelAndTourWorld