From Concierge to Cloud: Reimagining Hospitality Through SaaS-Driven Experiences

Cloud-based Software-as-a-Service (SaaS) solutions are transforming the hospitality sector at a fast rate. They enable delivering services 30% faster and boosting guest satisfaction by 25% by means of real-time personalization and automation. This paper examines how SaaS impacts operational efficiency, guest experience, alignment with ESG, and strategic agility in the hospitality sector. With increasing customer demands and sustainability regulations, hotel brands are moving away from legacy systems to new, subscription-based solutions that are simple to scale and less environmentally unfriendly. This paper demonstrates, via a literature review, comparisons, and actual cases such as HotelKey, CitizenM, and Marriott, how SaaS in hospitality enables agility, digital inclusion, and ethical conduct in a post-pandemic world.