Leveraging technology in luxury hospitality to enhance guest experience: a case study of human resources at Sublime Comporta

Abstract

This thesis examines how technology and artificial intelligence (AI) can enhance the guest experience at Sublime Comporta, a luxury eco-resort in Portugal. Applying the International Data Corporation (IDC) framework, it evaluates five dimensions: Technology Leadership and Governance, Trusted and Secure Enterprise, Digital Infrastructure, IT Products and Services, and Innovation and Intelligence. Drawing on extensive research, primary data collection, and industry insights, the study identifies gaps and offers targeted recommendations to streamline operations, optimize HR processes, and elevate sales and marketing strategies. It concludes with a holistic approach integrating guest-facing and back-end systems to foster efficiency, personalization, and service excellence.