GM Forum 2026 panel to examine AI, data and automation without losing the human touch

Hotelier Maldives has announced the third panel discussion for the 10th edition of its General Managers (GM) Forum, focusing on how resorts can use artificial intelligence, data and automation to improve operations while preserving human judgement and personal service.

Titled “AI, Data and Automation: Reinventing Resort Operations Without Losing the Human Touch,” the panel will be moderated by Hudha Faheem and will feature Mohamed Musad, Chief Technology and Information Officer at Dhiraagu; Murad Hassan, Chief Commercial Officer at Pulse Hotels & Resorts; and Justin Swart, General Manager of The Standard, Maldives, by Hyatt.

The discussion will take place during the Hotelier Maldives GM Forum on 5 October 2026 at CROSSROADS Maldives, under this year’s theme, “Resilience and Reinvention: Talent, Technology & Transformation.”

Rather than approaching artificial intelligence as a broad technology trend, the panel will focus on practical decisions facing resort leaders: which operational problems are worth addressing, whether they require AI or could be solved through simpler automation, what foundations need to be in place before implementation, and how results should be measured before a solution is expanded.

The discussion is designed to bring together three perspectives central to technology adoption in hospitality. Musad will address connectivity, integration, data readiness, security and dependable technology operations, while Hassan will examine commercial value, guest experience, employee adoption and how results should be measured. Swart will bring the property-level perspective of a resort general manager, considering how technology affects daily operations, service continuity, investment priorities and decisions informed by data.

A central question throughout the panel will be where technology should assist people — and where human responsibility must remain.

The session will examine how resorts can determine whether a particular workflow should be automated, establish baselines for areas such as time, cost, accuracy and guest experience, and distinguish between a successful demonstration and a technology deployment that creates measurable operational value.

It will also consider the implications of automation for the guest experience. The panellists will discuss where technology can support guest interactions, when an employee should take responsibility for a decision or relationship, and how resorts can ensure guests retain access to a person when a request is sensitive, unusual or poorly understood by an automated system.

Another focus will be operational resilience when technology does not work as intended. The discussion will look at the fallback processes resorts need when automated systems produce incorrect information or become unavailable, as well as questions general managers should ask about data access, security, supplier responsibilities and the handling of guest and employee information.

The 60-minute panel will move from selecting appropriate use cases and establishing technology foundations to questions of trust, investment and employee adoption. It will also examine how a resort could structure a limited 90-day pilot, including the results and safeguards needed to determine whether an initiative should be expanded, redesigned or discontinued.

The panellists will then work through a hypothetical guest-facing scenario in which an AI assistant confirms an activity using outdated availability information, leaving resort employees to manage the guest expectation and determine whether other automated confirmations have also been affected. The scenario is intended to explore responsibility across property operations, commercial management and technology when an automated system makes a mistake.

By the end of the session, the discussion is intended to leave general managers with a practical framework for approaching technology adoption: select a clearly defined workflow, understand the quality of the underlying data and systems, establish human accountability, measure outcomes and determine in advance what would justify expanding or stopping a pilot.

The technology panel forms part of a wider GM Forum programme examining the operational, human, regulatory and financial issues influencing the hospitality sector.

Shrikant Dash, Deputy Managing Director – Corporate at Atmosphere Core, will deliver the keynote address, “Emotional Ownership — Turning Talent into Your Strongest Asset.” His keynote will explore how hospitality organisations can create stronger employee connection, responsibility and ownership, and turn talent into a long-term organisational strength.

Leadership and Human Capacity Consultant Nora Imeli will deliver a presentation titled “The Human Side of Hospitality: How Emotional Intelligence Shapes the Guest Experience,” examining how the way leaders manage themselves, particularly under pressure, influences their teams, workplace environment and ultimately the experience delivered to guests.

Ayotunde Osunkunle, Senior Investment Officer at the International Finance Corporation (IFC), will present “A Partner for Maldives: Financing the Energy Resilience.” The presentation will examine financing approaches for energy transition and resilience, including IFC’s focus in the Maldives on distributed generation and battery storage solutions, as well as models for mobilising private capital for scalable energy projects.

SHC Law & Tax will deliver “FX Conversion, MMA Approvals and Foreign Tour Operator TGST: Practical Compliance for Hospitality Sector.” The conversational session will be led by Dhaanish Mohamed Ameen, Attorney-at-Law; Junaina Ahmed, Attorney-at-Law; and Tholhath Rasheed, Senior Tax Consultant.

The forum’s first panel, “Who Will Run the Resorts of Tomorrow? Talent, Retention and the Next Generation of Hospitality Leaders,” will be moderated by Aishath Ihuma, Director of Business Development at Reollo Group. Panellists are Hassan Shamaam, Director of Human Resources at Jumeirah Olhahali Island; Suresh Dissanayake, Assistant Vice President, Sales & Marketing at Heritance Aarah and Adaaran Resorts; and Alexander Traeger, General Manager at CROSSROADS Maldives.

The second panel, “Leading Through Uncertainty: Building Resilient Resort Organisations,” will be moderated by Ismail Maiz Mohamed. It will feature Mohamed Khaleel, Managing Director of Pulse Hotels & Resorts; Mark Eletre, General Manager of Hilton Maldives Amingiri Resort & Spa; and Abdulla Yasir, Managing Director and CEO of Visit Maldives.

Established in 2016, the Hotelier Maldives GM Forum provides an annual platform for resort general managers, owners, senior executives, government representatives and companies serving the tourism industry to discuss operational and strategic issues affecting hospitality in the Maldives. The 2026 event marks the forum’s 10th edition.

A range of companies across the tourism ecosystem have partnered with GM Forum 2026.

Dhiraagu is the Premier Sponsor, while STO Energy is the Platinum Sponsor. Bank of Maldives (BML) is the Banking Partner, Dhivehi Insurance is the Insurance Partner, and Male’ Aerated Water Company (MAWC) is the Beverage Partner.

The Silver Sponsors are Maldives Airports Company Limited (MACL), Villa Hakatha, Bestbuy Maldives (BBM) and Atoll Solar.

ALIA, Uniforms Unlimited, Maldives Insider and Blue N White are supporting the forum as Associate Sponsors.

Souvenir Marine is the Transport Partner, Manta Air is the Aviation Partner, and Storm Events is the Organising Partner.

Through its three panel discussions and presentations covering talent, leadership, regulation, financing and technology, GM Forum 2026 will examine how resort organisations can strengthen resilience while adapting their people, systems and operating models for the future.