Infor’s David Poprawka on Sustainable AI, Human-Centred KPIs, and the True Role of Technology in Hospitality | By David Poprawka

At HITEC 2025 in Indianapolis, we spoke with David Poprawka from Infor about the evolving role of AI in hospitality, not from a trend-driven perspective, but with a focus on long-term value, sustainability, and trust. Rather than chasing the latest buzzwords, Infor is building an architecture that helps hotels adapt at their own pace, with a strong foundation and a people-first mindset. David shared insights on the pace of change, the human side of data, and why it is time to rethink how we measure success.

What does “sustainability in AI” actually mean at Infor?

At Infor, sustainability in AI is not about green policies or short-term innovation. It refers to building a scalable, future-proof architecture that supports long-term growth. David explained how Infor’s proprietary data lake and partnership with AWS are designed to provide hotels with a strong foundation for evolving AI use cases. The goal is not just to implement AI, but to ensure that clients can grow with it, no matter how their needs shift.

Are hotels overwhelmed by too much tech and not enough guidance?

Yes, and David believes the main issue is not the speed of technology itself, but the lack of education and clear use cases. Hotels are flooded with tools, apps, and data, but they do not always know how to make sense of it. Infor is focusing on helping clients understand what their data can actually do, moving away from vague promises and toward concrete, useful applications.

Tell us about your work with Coast Hotels.

Infor’s partnership with Coast Hotels reflects a shared commitment to exploration and trust. Rather than rushing to market with untested ideas, both companies are focused on co-developing future-ready solutions. As David puts it, we are still in the infancy of what AI can do, and this phase should be about learning, not overpromising. The emphasis is on being a reliable, long-term partner.

Should there be a limit to automation in hospitality?

David does not believe in setting a fixed limit. Instead, he encourages the industry to step back and reflect on what humans are naturally good at, emotional intelligence, creativity, and connection, and what machines are better suited for, such as data processing. Over the past decade, he argues, hospitality professionals have become data managers out of necessity. AI offers the opportunity to reverse that trend, allowing humans to return to their core mission: hosting.

Is it time to rethink KPIs in the age of AI?

Absolutely. David challenges the industry to move beyond legacy metrics and begin defining new human and AI KPIs. For example, how accurate is a predictive model versus a human forecast? What data creates the most value, and for whom? Infor encourages clients to create their own metrics, based on what really drives guest satisfaction and operational performance, not just what looks good in a report.

What about the human side of data in hotels?

David believes that frontline staff are a goldmine of insights, from receptionists to room attendants. These human interactions create valuable, real-time data points that are often overlooked. The future lies in empowering staff to be not just service providers, but also active contributors to a property’s intelligence, shaping their own success metrics based on the reality they see every day.

Will AI replace staff, or empower them?

For Infor, the answer is clear: AI is not here to replace people, but to augment them. Hospitality is, and always will be, a people business. The role of AI is to give teams better tools, more time, and clearer visibility so they can do what they do best, deliver unforgettable guest experiences. David envisions a future where staffing and service are supported, not reduced, by technology.