How AI Is Personalizing Every Stage of the Guest Journey with Agilysys

How is AI changing the way we choose hotels, and what does that mean for the businesses trying to deliver unforgettable guest experiences?

In this episode, I speak with Frank Pitsikalis, Senior Vice President of Product Strategy and Chief Marketing Officer at Agilysys, about how AI is changing hospitality from the very first search through to every interaction a guest has during their stay.

Travel planning is already changing. More travelers are turning to AI assistants instead of traditional search engines or online travel agencies, asking detailed questions about destinations, dining, activities, and experiences. That creates both an opportunity and a challenge for hotels. If AI is recommending experiences rather than simply rooms, hospitality businesses need technology behind the scenes that can actually deliver on those promises.

Frank explains why connected systems have become the foundation for modern hospitality. For many years, hotels invested in individual systems for reservations, restaurants, spas, golf courses, and guest services. While each application may have worked well on its own, they often failed to share information in meaningful ways. As AI becomes more capable, those disconnected systems become increasingly difficult to work around.

We also explore how leading hospitality brands are changing the way they measure success. Rather than focusing solely on room occupancy, many are now looking at total guest spend across dining, wellness, entertainment, and other services. Frank explains how better use of guest data helps properties create more personalized experiences while also improving operational performance and profitability.

Another fascinating part of our discussion centers on personalization. We talk about what genuine one-to-one guest experiences look like when AI helps staff understand preferences, dietary requirements, previous visits, and even customer sentiment before every interaction. Rather than replacing hospitality professionals, AI is giving them the information they need to create memorable experiences that feel thoughtful and genuinely personal.

Throughout our conversation, Frank returns to a simple but powerful idea. Technology works best when it disappears into the background, allowing people to focus on serving people. AI may be changing how guests discover, book, and experience travel, but hospitality will always be judged by how people are made to feel.

If you work in hospitality, customer experience, or enterprise technology, this conversation offers a practical look at how connected data, AI, and operational excellence are coming together to redefine the guest journey.

As AI becomes part of every stage of travel, is your business building the connected experiences that today's guests increasingly expect?