David Kelly, CEO of FBD Hotels & Resorts, delivered a keynote at the Net Affinity Revenue Summit on balancing data analytics, emerging technology, and the human element in hospitality. He stressed the need for flexibility in response to fast-changing guest behaviour while keeping the guest-facing experience central.
The presentation highlighted the value of a strong guest database for identifying revenue opportunities and operational improvements. Kelly addressed the role of AI alongside the irreplaceable personal service that defines hospitality.
