HITEC 2025 brought together thousands of hospitality professionals in Indianapolis from June 16-19 for four days of innovation, learning, and networking. With the energy of NBA Finals fever filling the city as the Indiana Pacers battled for the championship (sorry guys!), the conference atmosphere was electric from the opening reception at Lucas Oil Stadium through to the conference’s sessions, keynotes, and conversations—where the message was clear: it’s time to embrace change, but don’t forget who you’re doing it for.
Here are our top takeaways from HITEC 2025:
1. Everyone wants innovation - few want to break from the path
Keynote speaker Jeremy Gutsche, Founder of Trend Hunter and NYT Best Selling Author, set the tone early with a challenge: innovation doesn’t come from comfort. “Everyone wants innovation to happen, but most don’t want to break from the path,” he said. His talk explored several ways to escape that path, reminding us that inspiration can be overwhelming—especially in the age of AI. But subtle, awkward beginnings often evolve into transformational ideas. And in this moment, with AI at the forefront, now is the time to act.
This theme echoed throughout the event: from keynotes to breakout sessions and client conversations, the industry isn’t just asking “what’s working now?”—they want to know, “what’s new, what’s next, and how will it solve more of my problems?”
2. AI is here - but it’s still early days
AI dominated the conversation across tracks, especially around guest experience, security, and operational efficiency. Yet many admitted they’re still early in their journey—excited but cautious. One speaker noted, “AI is about digging into data—but it’s the results we’re after.”
Key points included:
- AI is most powerful when paired with the right data strategy and tech stack.
- A holistic approach—where tools work together securely and meaningfully—is essential.
- Hotels want tools that empower employees and delight guests, not overwhelm them.
Expect to see more AI advisors, both autonomous and assistive, built to handle tasks and help teams focus on high-value work. In fact, more and more travel organizations plan to dedicate more than half their tech budgets to AI over the next 18 months.
3. Rethinking revenue: Beneath the surface lies the real challenge
Several sessions focused on the evolving world of revenue and profit management. One speaker compared hotel operations to an iceberg: what’s above the surface (room rates, occupancy) is only part of the picture. What really determines whether you sink or swim? Labor costs, commission fees, and guest acquisition expenses that lay below the surface.
Notable industry shifts:
- Booking windows are shortening, and travelers are waiting for last-minute deals.
- Labor shortages persist, especially in housekeeping and front desk roles.
- Hoteliers are seeking tech that improves demand forecasting, cost control, and staffing efficiency.
The goal: put profit—not just revenue—at the heart of the tech ecosystem.
4. Tech stacks are getting smarter - but still fragmented
As category lines blur and platforms expand, the demand for a more connected, global tech stack grows louder. Attendees stressed the need for solutions that:
- Provide seamless integrations across booking, payments, and guest touchpoints
- Reach global travelers while lowering acquisition costs
- Empower loyalty strategies, which are now critical revenue drivers
One reminder came up again and again: build with your guest in mind first. Then layer in solutions that streamline operations, reduce cost, and increase conversions.
Success in this new landscape requires embracing emerging technologies while maintaining the personal connections that make hospitality special. Properties need partners who understand this balance—organizations that can deliver technical innovation without losing sight of the human element that makes travel and hospitality experiences truly memorable. The tools are rapidly evolving, but HITEC 2025 reminded us that the fundamental truth remains unchanged: we're in the business of people taking care of people.
Flywire is a trusted partner in the hospitality space offering solutions that provide your global guests secure, easy ways to pay while reducing your fees and administrative burden. Our solutions integrate into your existing platforms to eliminate manual processes so you can spend less time on payments and contracts and more time on your guests.