BEYOND ACCOMMODATION

Saurabh Prakash, group vice president of global marketing for Millennium Hotels & Resorts, shares insights on evolving guest expectations and the future of hospitality.

- Words: Audrey Simon Photography: Rick Sanchez

HOSPITALITY IS NO longer defined by rooms and reservations, but by the experiences that surround them. Guests demand more: personalisation through technology, visible commitments to sustainability, and a sense of connection that extends beyond the hotel walls. Few understand this shift better than Saurabh Prakash, group vice president of global marketing for Millennium Hotels & Resorts. In this role, Prakash oversees global functions spanning finance and operations as well as human resources and legal. Drawing on two decades of experience, he envisions a future where technology-enabled personalisation defines hospitality. Guests, he notes, will increasingly expect seamless, intuitive, and tailored experiences from booking through to post-stay, driven by artificial intelligence (AI) and advanced digital platforms.

Sustainability is central to his outlook. “Guests are more conscious than ever of their environmental footprint. Their choices are increasingly influenced by whether a hotel demonstrates responsible stewardship,” he says.