Singapore hoteliers, who are on a transformational journey to strengthen their competitive edge, are not alone and have strong support from the government, emphasised Alvin Tan, minister of state with the country’s Ministry of Trade & Industry and Ministry of National Development.
Opening the second edition of Hospitality Exchange, a one-day conference organised by the Singapore Hotel Association (SHA), Tan noted that Singapore is progressing well on its Tourism 2040 ambition, which aims to advance through quality tourism and increased tourism spend.
To maintain the country’s strong growth position, Tan said hospitality industry players should focus on three things: technology, human capital and sustainability – all of which have top-level support.
The Hotel Industry Digital Plan (IDP), launched in 2019 by the Infocomm Media Development Authority (IMDA) and Singapore Tourism Board (STB) with support from the Singapore Hotel Association (SHA), is accelerating digital transformation in the hotel sector. The IDP has recently been refreshed, shared Tan, to push for the adoption of five key technologies: Smart Rooms, Robotics, Digital Concierge, Digital Check-in & Check-out, and Asset Management systems.
“The IDP maps 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,” he detailed.
“We are already seeing successful implementations across the industry,” said Tan.
Citing examples, Tan pointed to local boutique hotel chain, Heritage Collection, which has deployed digital check-in and check-out across its properties.
The Millennium & Copthorne Group has also embraced innovation through in-room voice assistant technology to handle room controls and service requests.
Hotels can access the refreshed IDP on IMDA’s Chief Technology Officer-as-a-Service platform, which provides over 300 pre-approved essential business solutions and relevant training courses to support broad-based enterprises on their digitalisation journey.
Hotels can integrate these digital solutions as part of their property refresh initiatives, with grant support from STB’s Business Improvement Fund and the new Hotel Rejuvenation Fund.
Alongside technology transformation, attention is also being given to people development, supported through public-private partnerships.
Tan highlighted the Manpower Transformation Lighthouse project by STB, Workforce Singapore (WSG), and Pan Pacific Hotels Group, to address manpower challenges in Singapore’s hotel sector.
“By redesigning workflows and integrating technology for key job roles such as housekeeping, the initiative resulted in enhanced operational efficiency, increased wages, and happier guests,” said Tan.
Moving forward, SHA and WSG will jointly launch the inaugural Career Health Workshop for the hotel industry, which will equip human resource professionals, line managers, and supervisors with essential skills to conduct meaningful career conversations and implement structured career planning for their employees.
“Employers can better assess workforce capabilities and identify training opportunities, while employees gain clearer pathways for career progression. Hotels can also look to the Job Transformation Map for insights to redesign job roles and support skills development for the hotel industry workforce, in areas such as digitalisation,” he added.
As for sustainability transformation, Tan said the Hotel Sustainability Roadmap, launched by SHA and STB in 2022, has seen “good progress towards creating a more sustainable hospitality industry”.
“I’m pleased to announce today that the industry has exceeded expectations,” said Tan.
While a target was set for 60 per cent of Singapore’s hotel room stock to achieve internationally recognised sustainability certification by end-2025, the industry has reached 61 per cent, representing about 42,700 rooms across 100 hotels.
“For hotels working towards certification, the government will continue to provide robust support through our various schemes as you make these important investments for the future,” said Tan.
The Decarbonisation Playbook for Tourism Businesses, developed by STB, is one such resource.
SHA president Kenneth Li, in his welcome speech at Hospitality Exchange 2025, said the day’s programme has been designed to address key areas of focus for Singapore’s hospitality industry leaders.
“This year’s theme is Beyond the Stay Experience – Hospitality Redefined, (and content is) grounded on our three pillars: innovation, sustainability and human capital. Today’s programme goes all out on AI, green design, F&B, wellness, social media, trends, robotics, leadership,” shared Li.
Li expressed hopes that conference content will inspire hoteliers with ideas to put STB’s “generous” Hotel Rejuvenation Fund “to good use”.
