Saurabh Prakash, group vice president of global marketing for Millennium Hotels & Resorts, shares insights on evolving guest expectations and the future of hospitality
Hospitality is no longer defined by rooms and reservations, but by the experiences that surround them. Guests demand more: personalisation through technology, visible commitments to sustainability, and a sense of connection that extends beyond the hotel walls. Few understand this shift better than Saurabh Prakash, group vice president of global marketing for Millennium Hotels & Resorts. In this role, Prakash oversees global functions spanning finance and operations as well as human resources and legal. Drawing on two decades of experience, he envisions a future where technology-enabled personalisation defines hospitality. Guests, he notes, will increasingly expect seamless, intuitive, and tailored experiences from booking through to post-stay, driven by artificial intelligence (AI) and advanced digital platforms.
Sustainability is central to his outlook. “Guests are more conscious than ever of their environmental footprint. Their choices are increasingly influenced by whether a hotel demonstrates responsible stewardship,” he says.
For Prakash, travellers are no longer seeking mere accommodation, but meaningful experiences. They want cultural immersion, wellness, community connections, and a sense of purpose in their journeys. As he puts it: “The future of hospitality belongs to those who can harmonise these forces: blending technology with human touch, profitability with purpose, and efficiency with empathy.”
While hospitality is a global language, the nuances of service are deeply rooted in local culture. Every market has its own rhythm, its own history, and its own guest expectations. What I have learnt is to listen first and adapt solutions to the cultural context of each property, while still aligning with global best practices.
At Millennium Hotels & Resorts, innovation is guided by one principle: remain ahead of guest expectations. We embed technology into every stage of the guest journey as a core enabler of service. The Aiello Voice Assistant is one example. This in-room solution, powered by AI, is deployed across Singapore, Phuket, and Penang. Guests can control lighting, air conditioning, entertainment, and request services entirely by voice, in multiple languages. Another is Millie, our AI-powered chatbot. More than a booking tool, it serves as a personalised trip planner, adapting to guest preferences in over 50 languages. It has driven direct bookings up by 167 per cent and restaurant bookings by 130 per cent.
Sustainability has been a core priority for us. We have reduced electricity per room by 30 per cent, and waste intensity by 69 per cent. In Singapore alone, our PET bottle usage has declined by more than 85 per cent, from 1.3 million bottles annually to fewer than 150,000. In the UK and Europe, we have planted more than 12,000 trees. In New Zealand, our Save the Kiwi programme allows guests to contribute to conservation simply by opting out of housekeeping. These are not symbolic gestures. They reduce costs, strengthen brand trust, and position us as a hospitality leader where sustainability is part of the business model rather than an afterthought.
The best advice I have received in my career is that leaders create leaders, not followers. Leadership is not about delivering performance; it is about developing talent, giving people the confidence to take ownership, and creating conditions where others can excel. Our DNA values are growth, entrepreneurship, and transformation. When you empower people through mentoring, recognition, and opportunities, they often exceed even their own expectations. In doing so, they elevate the entire organisation.
After a busy day at work, I find balance through family, reflection, and wellness. Sharing meals and conversations with my family grounds me after demanding days. Travel continues to be a source of renewal, particularly visits to places rich in history and culture. On a personal level, I practise meditation and maintain fitness routines that help me stay centred. Leadership is an endurance journey and these practices give me resilience and clarity.
This story first appeared in the December 2025 issue. Purchase it as a print or digital copy, or consider subscribing to us here
