One of the standout innovations discussed was the use of delivery robots in hotels, particularly in China. These robots are not just a novelty but are fully integrated into the hotel's operations, providing a seamless and secure way to deliver food to guests.

"They had a problem, like many of us have around the world, where delivery services of food became super popular. And that means that you constantly have delivery people in your lobby, in your hotel, trying to deliver food. And it's not good for the image of the hotel. It's not secure. It's not safe to have people that are not registered walking around in a hotel."

These robots are discreetly positioned where delivery personnel can drop off food, which the robot then delivers directly to the guest's room. The robot navigates the hotel, calls the elevator, and even notifies the guest upon arrival. This innovation not only enhances security but also elevates the guest experience by ensuring timely and hygienic food delivery.

Accor initially adopted a multi-PMS (Property Management System) strategy to quickly reflag and open hotels. However, the company has since shifted to a single, cloud-based PMS to streamline operations and improve data management.

"We tried this very hard for two years... but none of them did it perfectly. So we've changed our strategy to a single vendor again, based on a cloud platform."

The move to a single PMS allows for better control over data, privacy, and security. It also simplifies the rollout of new functionalities and ensures compliance with local data regulations. This strategic shift highlights the importance of adaptability and the need to leverage technological advancements to optimize operations.

Accor has established an AI and Smart Automation Center of Excellence in Bangkok, focusing on robotic process automation (RPA) and other AI-driven initiatives. This center aims to identify and implement use cases that can significantly improve operational efficiency.

"The first focus for them is actually RPA, and they have identified a number of use cases in hotels where RPA can really help, and we're currently implementing that."

One of the key areas of focus is automating back-office processes that do not add direct value to customer interactions. By leveraging AI and RPA, Accor aims to streamline these processes, allowing employees to focus more on enhancing the guest experience. This initiative underscores the potential of AI to transform not just guest-facing services but also internal operations.

Cybersecurity is a top priority for Accor, with a focus on adopting a zero trust security philosophy. This approach ensures that security measures are applied at the asset or application level, rather than relying solely on perimeter-based defenses.

"We try to establish a zero trust security philosophy where we want to make it as easy as possible for our employees or partners to connect and use the systems that we have but that we apply the security in the center."

This strategy is crucial in mitigating modern cybersecurity threats, such as impersonation and sophisticated phishing attacks. By securing applications and data at the core, Accor aims to protect its operations and customer information more effectively, highlighting the evolving nature of cybersecurity in the hospitality industry.

Sustainability is a core focus for Accor, and technology plays a pivotal role in achieving the company's environmental goals. From smart thermostats to AI-driven food waste management systems, Accor is leveraging technology to reduce its carbon footprint.

"We have invested in a company called full soon... they handle, use AI to handle food waste to predict the food that need to prepare it much better and it really reduces the waste of what we have in hotel."

Accor's commitment to sustainability is evident in its efforts to measure and reduce energy consumption, manage food waste, and provide guests with information to make eco-friendly choices. These initiatives not only contribute to environmental conservation but also enhance the brand's reputation as a responsible and forward-thinking hospitality leader.

These highlights from the episode provide valuable insights into how Accor is navigating the complexities of modern hospitality through innovative technology and strategic foresight. Whether you're a hotelier or a tech enthusiast, there's plenty to learn from Accor's approach to digital transformation.

Floor Bleeker, the CTO of Accor, approaches compiling his tech stack with a strategic mindset that differs from many hoteliers. Instead of building everything in-house, Bleeker emphasizes a "build versus buy" strategy. He advocates for purchasing commodity technologies from vendors who can deliver them more efficiently and cost-effectively than Accor could internally. This approach allows Accor to focus its development efforts on areas that provide a competitive advantage, such as their loyalty program or custom apps.

Bleeker also highlights the importance of flexibility and adaptability in technology procurement. He mentions that Accor initially tried a multi-PMS strategy to quickly reflag or open hotels, but shifted back to a single cloud-based PMS due to advancements in cloud technology and the challenges of managing multiple vendors. This shift allows for better control over data, privacy, security, and functionality.

Furthermore, Bleeker's approach includes leveraging innovations from acquisitions and partnerships, as well as integrating successful technologies discovered in regional or brand-specific implementations into the broader organization. This bottom-up approach complements the top-down strategy of identifying and implementing necessary systems through a structured procurement process.

Overall, Bleeker's strategy is characterized by a pragmatic balance between in-house development and external procurement, a focus on leveraging cloud technologies, and an openness to adopting innovations from various sources within the organization.