The hospitality industry is at a critical inflection point. With rising costs, tighter margins, and growing skepticism around AI, hotel leaders are asking a more practical question: how can technology actually make their teams more effective without compromising the guest experience? In this interview, Esther Hertzfield speaks with John Lockyer, CEO of Unifocus, about what’s changed—and why AI is no longer just hype.
Lockyer explains that today’s AI conversation has shifted from experimentation to impact. Operators want tools that consolidate fragmented systems, surface data proactively, and replace guesswork with precision forecasting. From labor scheduling built on seasonality and local demand to AI-powered workflows that save hours of manual work, the focus is on enabling staff to spend more time with guests—not screens.
The discussion also tackles a common concern: whether technology erodes hospitality’s human connection. Lockyer argues the opposite. When AI simplifies complexity and eliminates data silos, it frees teams to focus on service, decision-making, and meaningful guest interactions. The result is smarter workforce management, stronger margins, and a more sustainable path forward for hoteliers navigating an increasingly complex environment.