The Hotel Industry Digital Plan (IDP), a programme introduced in 2019 by Infocomm Media Development Authority (IMDA) and Singapore Tourism Board (STB) with support from Singapore Hotel Association to facilitate digital transformation, has been refreshed to keep pace with rapid technological advancements and evolving industry needs.
The updated programme was announced by Alvin Tan, minister of state, Ministry of Trade & Industry and Ministry of National Development, yesterday at the Hotel Exchange 2025 conference for Singapore’s hotel industry leaders.
The refreshed IDP is said to take a more comprehensive approach to digital transformation, mapping out detailed business journeys across operational touchpoints and key hotel functions, with clearer pathways for hotels to digitalise their operations. The IDP also includes examples of how AI-enabled solutions can enhance guest experience, improve operational efficiency, and accelerate business growth.
It will also push for the adoption of five key technologies: Smart Rooms, Robotics, Digital Concierge, Digital Check-in & Check-out, and Asset Management systems.
A spokesperson with IMDA – the national agency driving Singapore’s digital transformation and often the go-to for organisations seeking innovation clarity – told TTG Asia that since the launch of IDP, “the hotel industry has experienced significant disruptions, accelerated by digital adoption during the pandemic and recalibration in guest expectations toward contactless, digital-first experiences”.
“Emerging technologies like AI and the Internet of Things, heightened cybersecurity demands, and sustainability considerations further underscore the need to refresh the IDP.
“The refreshed Hotel IDP also ensures alignment and relevance to the Hotel Industry Transformation Map 2025, supporting its core objectives and industry priorities to improve customer experience, enhance productivity, and advance sustainability,” added the IMDA spokesperson.
Millennium Hotels and Resorts’ elevation of guest service through the adoption of the Aiello Voice Assistant in 2024 was cited as a successful example of digital implementation.
The industry overall has made significant strides in digital adoption, with IMDA’s IDP Annual Survey showing encouraging trends. In 2021, more than 60 per cent of SMEs in the hotel industry have adopted at least one sector-specific digital solution. By 2024, this figure rose to over 90 per cent.
When asked if there were specific hotel functions that saw the most digital transformation, the IMDA spokesperson pointed to guest-facing operations, with more than 70 per cent of Singapore hotel room stock already adopting digital check-in/check-out solutions integrated with STB’s E-Visitor Authentication system.
This demonstrates “significant progress in enhancing guest convenience whilst streamlining operations”, said the IMDA spokesperson.
“Beyond these established areas, hotels are increasingly exploring cutting-edge functions that require heavier investments, such as advanced robotics. STB continues to support hotels on their technology adoption journey by collaborating with them to pilot innovative solutions before full-scale implementation. Grant support such as the Business Improvement Fund aims to help hotels manage their financial commitments during their technology adoption journey.”
