As technology transforms the rhythm of hospitality, Evan Harrington, cluster GM of Mövenpick Resort Al Marjan Island and Pullman Hotels and Resorts Al Marjan Island, stays rooted in what matters most: people. Blending innovation with authenticity, he reveals how his team keeps emotion and elegance at the heart of every guest experience.
As AI reshapes hospitality, how do you maintain the emotional connection and warmth that define genuine guest experiences in RAK?
Our hospitality is built on people. At Mövenpick and Pullman we rely more on human judgement than on algorithms. Furthermore, we use simple pre-arrival notes, basic booking automations and quicker messaging so our teams can spend time face-to-face. That means a welcome by name, a crib already in the room, a late check-out after a red-eye and a personal tip for the best sunset experience at Ras Al Khaimah. Moreover, we keep the local Emirati soul and warmth, family play and sustainable dining front and center. When technology appears, it’s only to remove friction; a person always closes the loop. Consequently, guests enjoy sincere and memorable stays.
How is technology transforming the way your hotels understand, anticipate, and elevate the needs of modern travelers?
At Mövenpick and Pullman RAK, technology gives us sharper listening and faster response. We analyze booking patterns, review sentiment and quick post-stay pulses to see what guests will value next. Furthermore, POS heat maps and Wi-Fi footfall guide venue flow and staffing in real time. Moreover, profiles trigger helpful pre-arrival guides (family set-ups, accessibility, celebration notes) while multilingual chat answers questions instantly. In addition, A/B-tested offers tailor activities and maintenance sensors prevent in-stay disruptions. Also, sustainability dashboards inform zero-waste menu planning and energy use without affecting comfort. Consequently, our teams offer personalized welcomes, timely surprises and thoughtful recommendations. So, technology elevates the insight.
With automation handling routine tasks, how are you reimagining your teams’ roles to focus on creativity and meaningful guest engagement?
Automation removes noise, queues, routine updates and ticket routing, so we’re recasting teams from processors to hosts, curators and fixers. Furthermore, front office becomes lobby hosts who greet by name, walk guests to rooms and anticipate needs from simple pre-arrival notes. Moreover, F&B shifts to experience guides, telling our sustainability story and creating small rituals and experiences. In addition we cross-train so concierge, housekeeping and recreation flex where demand peaks. Colleagues have authority for on-the-spot recovery, turning issues into wins. Training focuses on storytelling, local knowledge and empathy. Moreover, leaders spend more time on the floor. We track engagement KPIs, recognition, relevance, sentiment and return intent.
Looking ahead, what innovation do you believe will most influence the evolution of luxury and service across RAK’s hospitality scene?
The next big innovation shaping luxury and service in RAK will merge personalization with sustainability. The future of luxury hospitality will be regenerative, data-light and human-led. A privacy-first guest graph will connect preferences across every touchpoint, from booking and dining to wellness. Thus, it will create effortless, meaningful journeys in real time. Furthermore, regenerative operations, energy-efficient systems, zero-waste kitchens and locally sourced ingredients will make sustainability an integral part of the experience. Technology will remain invisible, while hospitality professionals deliver genuine human moments, thus defining a new era of purposeful luxury in RAK.
