At the 2026 Hospitality Industry Technology Exposition and Conference (HITEC), David Poprawka, Innovation Strategist at Infor Hospitality, explored how this simple question is reshaping the future of hotel operations through augmented reality (AR) and predictive intelligence.
The last-mile problem
Hotels have data everywhere: property management systems (PMS), point-of-sale (POS), revenue management systems (RMS), sales and catering, guest profiles and more. But the data rarely appears where it matters—in the moment of action. This is the last mile problem of hospitality technology. The solution? Augmented reality. AR solves this problem with elegance by placing intelligence directly in the worker’s field of view.Use case 1: Guest recognition in real time
Imagine greeting a guest and instantly seeing:
- VIP status
- Preferences
- Service notes
- Arrival details
Not on a dashboard. Not in a system. But in your line of sight.
This is predictive hospitality, not reactive service.
Use case 2: Banquet setup validation
Banquet operations are high-pressure environments with zero margin for error.
AR can:
- Identify misplaced cutlery
- Validate table layouts
- Compare setups to event orders
- Flag missing items
This reduces rework, stress and last-minute escalations.
Use case 3: Housekeeping support
Housekeeping is arguably one of the hardest jobs in any given hotel. It’s physically demanding, time-sensitive and often invisible.
AR can:
- Detect missing amenities
- Surface room standards
- Trigger maintenance traces
- Provide training cues
This is not automation for automation’s sake.
It’s automation that supports humans.
The emotional impact
Poprawka emphasised that AR isn’t just about accuracy, it’s about emotional rhythm. When workers have clarity, confidence, and context, the entire hotel feels different.
Less stress. Less uncertainty. More autonomy.
The future of AR in hospitality
AR is not replacing humans—it’s elevating them. The future is not a fully automated hotel, but a hotel where humans and intelligence work together seamlessly.
Experience the full HITEC 2026 session where David Poprawka unveils the future of predictive hospitality—now available as an exclusive on-demand recording.
This article is part of a three-piece HITEC series. Explore the foundational artificial intelligence (AI) philosophy behind AR in “The Architecture of Intent” and the bold innovation mindset driving the Infor™ “moonshot factory” in “Why hospitality needs a moonshot mindset.”