Innovation meets warmth: The future of Hospitality in the Isle of Man

With over 25 years’ experience in the hospitality industry, spanning senior roles at renowned establishments across London and the North West of England, Mario Ovsenjak, General Manager of Comis Hotel and Golf Resort, brings a wealth of insight into what makes hospitality truly exceptional. From managing luxury hotels such as Hotel Gotham Manchester to leading boutique openings in London, his career has been shaped by a passion for both operational excellence and meaningful guest experiences. Now based in the Isle of Man, he reflects on the evolving role of technology in hospitality and why the balance between innovation and human connection is more important than ever. Mario is also proud to be mentoring one of the finalists in this year’s Isle of Man Innovation Challenge, supporting new ideas that could shape the future of the sector.

As the hospitality industry continues to evolve, one truth remains constant: at its heart, this business is about people. Whether you are checking into a boutique hotel or attending a conference, it is the human touch that makes experiences memorable. But in today’s fast-paced world, that warmth is increasingly being enhanced rather than replaced by technology. When used well, innovation in hospitality is not a cold substitute; it is a powerful partner. One of the key factors in creating successful hospitality offerings is to know your audience. This is ever so pertinent when looking at the balance of technology and traditional personal touches.

Technology trends are reshaping Hospitality, and we must do better! In my career I have heard possibly 100s of cliches/phrases/sayings which a variety of coaches and mentors used on us eager learners. Most of such sayings are forgotten 20 minutes after the post-training canapes and drinks have been polished off. But one stuck to my mind and is ever present in the fast-paced world: “If you always do what you always did – you will always get what you always got”.  My thinking here is that the effective use of new technologies can be a game changer, and result in better, more efficient and certainly more user-friendly Hospitality offerings.

From AI-powered guest services to contactless check-ins and smart room systems, the latest technology trends are redefining how we interact with guests. Personalisation is a big one, whereby using data to understand preferences and anticipate needs will certainly help impressing your guests. Mobile-first booking, digital concierge services, and real-time feedback platforms are making stays smoother and more intuitive than ever before.

Behind the scenes, automation is improving operational efficiency, from housekeeping schedules to bedrooms maintenance, availability and pricing management. Sustainability is another key driver: smart energy systems and waste-reduction technologies are helping venues reduce their environmental footprint while maintaining high standards of comfort and care.

People and technology: A winning combination

Crucially, these innovations do not sideline the human element - they empower it. When staff are freed from repetitive tasks, they can focus more on delivering exceptional service.

At its best, tech acts like a silent partner, helping teams be more responsive, guests feel more seen, and operations run more smoothly. It is this collaboration between people and tools that drives meaningful, sustainable improvement across the industry.

A year at Comis: Local hospitality, global standards

In the Isle of Man, the hospitality sector is seeing this transformation firsthand. At Comis Hotel and Golf Resort, the past year has been a journey of growth, learning, and innovation. We have embraced modern tools while staying grounded in traditional values - personal service, community connection, and pride in place.

Being part of the Island’s vibrant hospitality ecosystem means understanding our unique visitor profile and balancing local loyalty with international standards. It is about crafting experiences that reflect both our culture and our commitment to excellence.

Why I joined the Isle of Man Innovation Challenge Mentor Panel

One of the most rewarding parts of this journey has been sharing it. That is why I joined the Mentor Panel - to support others in our industry, exchange ideas, and keep learning. Mentorship is a two-way street; you give guidance but also gain new perspectives. In a time of rapid change, collaboration is key.

By working together - hospitality professionals, technologists, mentors, and newcomers - we can shape a future that blends innovation with empathy, efficiency with charm, and data with intuition.

In conclusion, and as we look ahead, the future of hospitality lies not in choosing between technology and tradition, but in blending the best of both. In the Isle of Man and beyond, the opportunity is here: to reimagine service, retool operations, and renew our commitment to what really matters - people and service.