Micros Hospitality Tech Connect 2025 brought industry leaders together to explore how AI is reshaping the hospitality value chain — from guest experience to operational efficiency.
The hospitality and restaurant sector in South Africa is on the cusp of a technological revolution. Artificial intelligence (AI) and cloud technologies are not just buzzwords, they are fundamentally redefining success across operations, guest engagement, service delivery, and commercial models.
Speaking at Micros Hospitality Tech Connect 2025, Micros Managing Director Reginald Sibeko put it bluntly: “AI is not just another technology upgrade – it’s reinventing how we operate and how we compete.”
Held on 7–8 April in Cape Town, the conference brought together hospitality executives, operations heads, and technology leaders from across the country. Vendors, including BroadVision Technologies, iVeri, Mobipaid, Sasaai, Electronicline, Profitroom, and Oracle, showcased cutting-edge solutions that are already reshaping global and local industry dynamics.
With South Africa set to host the G20 Summit in November 2025, the urgency is clear. “It’s time to move from awareness to action,” said Sibeko. “The future isn’t waiting.”
AI as opportunity and disruption
One of the most striking demonstrations of AI’s power came from the South African Tourism. Chief Operating Officer, Darryl Erasmus debuted South Africa awaits – Come find your joy, an AI-generated marketing video where a holidaying couple walks up walls, flies, and travels from beaches to bushland—all crafted without a film crew. “It’s unapologetically AI,” said Erasmus. “It costs a fraction of traditional methods and is delivered in record time.”
This example illustrates both the enormous opportunity and existential challenge AI poses. “Attendees’ response to the conference was a sense of both excitement and alarm. AI is not coming, it’s here. And it’s fast,” says Sibeko. “However, rather than fearing AI, the hospitality industry should embrace it as the most powerful partner their businesses have ever had—one that can 10x or even 100x results.”
Real technologies, real impact
Recent data cited by Sibeko showed that businesses using AI have already reduced operational costs by up to 37%. Agentic AI – systems that can make decisions and take actions independently – will reshape knowledge-intensive roles, integrate previously siloed departments, and drive new levels of accuracy, speed, and personalisation.
Some of the critical AI-driven solutions emerging in hospitality to drive operational efficiency and enhance the guest experience include:
- Cloud enablement: Delivering scale, agility, and speed to market while integrating platforms and reducing cost-to-serve.
- Direct booking engines: Profitroom’s platform—used in over 3,500 hotels globally—enables direct guest negotiations and personalised offers, achieving 70% higher ADR than third-party platforms.
- Contactless check-in and access: A must-have in a platform economy where guests expect seamless, touch-free interactions.
- Dynamic rate management: AI-powered revenue management systems offer real-time pricing, upselling, and inventory optimisation.
- Hyper-personalisation: AI draws on ERP, CRM, and guest data to tailor offers, schedules, and services in real time.
- Integrated payments: Support for global and local payment methods – from QR codes to crypto – meets rising expectations for convenience.
Micros also showcased SpaGuru, its latest acquisition. The platform offers integrated appointment scheduling, point of sale (POS), employee management, and marketing for spas, salons, and wellness providers—all within the broader Micros hospitality ecosystem.
The ecosystem effect
One recurring theme was the need for ecosystem thinking. No single vendor holds all the answers. Success will come from building trusted platforms with strategic partners—from transport to wellness to dining excursions—that deliver unmatched guest experiences.
Electronicline’s loyalty and vouchering solution is a case in point—integrating with POS systems and digital marketplaces like MTN MoMo and Nedbank Avo.
“Lack of investment in innovation increases the risk of long-term loss,” noted Sibeko. “This underlines the importance of Micros’ role as a convener of industry players at this conference. Our approach is focused on driving value for the sector by shaping future-ready solution ecosystems with a broad array of industry partners.”
So, how should the hospitality sector respond to the AI revolution? Sibeko lays out a clear, three-step roadmap:
- Migrate to the cloud: Unlock compute power, agility, and the data foundation required for AI.
- Appoint a multi-disciplinary AI leadership team: Appoint leaders focused solely on understanding and steering AI transformation.
- Build a trusted partner ecosystem: Work with solution providers who don’t just enable AI—but drive business growth through it.
“AI is evolving faster than any transformation we’ve seen,” said Sibeko. “It’s redefining competitiveness. From discovery to departure, front desk to farewell – every touchpoint must now be reimagined.”
AI won’t just support hospitality; it will become its core. And as it does, people will need to shift their roles from operators to orchestrators. Now is the time to adapt, adopt, and accelerate.
The shock is real. The opportunity, even more so.
