Meliá and Telefónica Extend Tech Partnership Focused on Cybersecurity and AI Integration

Telefónica and Meliá Hotels International have formalised a new agreement to advance the hospitality group’s digital infrastructure. This latest chapter in their decade-long relationship focuses on building a unified, scalable, and protected technology environment across Meliá's sprawling global operations. The updated framework is designed to assist over 250 hotel locations spanning 40 different nations, ensuring that the company maintains a consistent digital standard regardless of geographic location.

A major component of this evolution is the deep integration of artificial intelligence within the company's support systems. By leveraging AI, the partnership aims to shift from reactive technical assistance to a more predictive and automated model. Currently, Meliá manages approximately 240,000 annual service inquiries, with 70% of these tasks already handled through automated processes. Additionally, the hotel group utilizes AI to facilitate more than 12,000 automated interactions every month, highlighting the high degree of digital sophistication already present in their workflow.

Beyond automation, the collaboration emphasizes cybersecurity and cloud services as foundational elements. Telefónica will continue to provide a wide-ranging service desk model that oversees roughly 9,000 devices, including those at corporate offices and individual hotel sites. This support covers everything from basic technical troubleshooting and field assistance to advanced workplace management and secure communications. By streamlining these technical operations, Meliá aims to allow its staff to concentrate on guest hospitality rather than back-end systems.

The history of this alliance includes significant milestones in connectivity, such as the deployment of indoor 5G and network slicing at the Meliá Madrid Serrano. In Spain alone, the partnership supports 150 properties, with major concentrations in Andalusia, the Canary Islands, and the Balearic Islands. This ongoing transformation is intended to make complex hotel management systems invisible to the customer, ensuring that technological progress directly translates into improved employee efficiency and a better overall experience for travelers worldwide.

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Read original at Telefónica Newsroom.