OKKAMI Joins the Conversation on the Future of Guest Experience at the 4th Hospitality Thailand Conference 2025
On May 14, 2025, OKKAMI proudly participated in the 4th Hospitality Thailand Conference, held at the prestigious Eastin Grand Hotel Sathorn Bangkok. The event brought together top minds in the hospitality industry to explore the future of technology, guest experience, and revenue optimization. OKKAMI was featured in the Hotel Revenue Summit, with Cornelius Phanthanh, our Full Stack Developer, joining as a panelist in the Revenue Track discussion titled “Technology-Enhanced Stays: The Future of Seamless Guest Experiences.”
Redefining the Frictionless Guest Journey
Cornelius contributed to the first panel topic, “The Future of Frictionless Guest Experiences,” by sharing insights on how hotels can deliver seamless digital experiences without the friction of traditional app downloads. He emphasized the power of Progressive Web Apps (PWAs), which allow guests to access hotel services directly from a web link — no downloads required. From pre-check-in to mobile room keys, to express check-out, Cornelius illustrated how PWAs offer a streamlined guest journey. He highlighted how hotel guests can simply add the web app to their home screen and instantly access features like downloading a room key to their Apple Wallet or Google Wallet — all without visiting the front desk.
Other key points included the shift from app downloads to web-based, contactless solutions, the role of personalization without over-collecting data, and the importance of multicultural accessibility through localization and universal design. Cornelius also explored how to measure the success of these solutions through meaningful KPIs like guest satisfaction, usage rates, and operational efficiency — rather than just app downloads.
Tech Impact and Regional Adaptation
The second topic explored the most impactful technologies over the past five years. Cornelius focused on door lock technologies and the security advantage of web-based digital keys that use native wallet apps with NFC capabilities. He pointed out the growing concerns around Bluetooth security and positioned wallet integration as the best of both worlds — leveraging native phone security without needing to install additional apps. His co-panelist, Manmeet, brought in the hotel operations perspective and shared how AI in revenue management is helping hotels make smarter, data-driven decisions.
The discussion also addressed how regional technology preferences influence adoption—highlighting, for example, the prominence of LINE in Thailand and Japan, and WeChat in China—and underscored the importance of tailoring hospitality tech solutions to align with these digital ecosystems. Cornelius emphasized that engaging guests through the platforms they already use fosters stronger digital connections and improves satisfaction. The panel further examined the internal challenges of technology implementation, noting that successful staff adoption requires structured training and effective change management strategies. Moreover, with the rise of web apps and AI-driven agents, technology adoption is not only streamlining guest response times but also significantly improving internal staff communication and operational efficiency.
The Human Touch in an Automated World
The final topic tackled a critical question in today’s hospitality landscape: How is automation impacting frontline hospitality roles? Cornelius shared a balanced view on AI and automation, celebrating its power to speed up workflows and serve as a reliable assistant — but cautioning against full automation in sensitive areas like guest data or payment processing. He stressed that AI should handle the first 90%, while the “last mile” — the emotional intelligence, judgment, and empathy — should always remain human.
He also highlighted known limitations in current AI models, including the risk of misinformation or unintentional data leaks, emphasizing the importance of keeping humans in the loop — especially when it comes to customer trust and data privacy.
A Look Ahead
OKKAMI’s participation in the 4th Hospitality Thailand Conference reinforces our commitment to shaping the future of guest technology in the hospitality industry. By embracing secure, seamless, and localized tech experiences, we continue to support our hotel partners in delivering exceptional service, increasing operational efficiency, and growing revenue — all while keeping the human element at the heart of hospitality.
