Rearchitecting hospitality guest experience for the MCP generation

AI is transforming how hospitality organizations serve guests, support employees, personalize stays, and operate across increasingly complex technology environments. But one question stands above the rest: Who controls the future of your guest and employee experiences, your brand or your technology vendors?

At Avaya, we believe the answer should be you. That is why we are embracing the open future of AI, building the Avaya Infinity® platform to support Model Context Protocol (MCP). It is the right move for hospitality organizations that need to innovate without abandoning trusted systems, guest data, established workflows, or the service standards that define their brand.

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For too long, bringing AI into hospitality customer experience has meant choosing between two difficult options:

• Lock in to a single provider's closed ecosystem, limiting flexibility as AI models, guest expectations, loyalty strategies, service standards, and technology priorities evolve.
• Create costly, one-off integrations across property management systems, central reservation systems, CRM, loyalty, payments, mobile applications, knowledge platforms, workforce systems, and other technologies.

This false choice slows innovation and places additional pressure on already complex hospitality technology environments. It can also fragment the guest experience, especially when information is distributed across brands, properties, channels, and legacy and modern platforms.

Enter MCP, an open, vendor-agnostic standard designed to help AI models interact with tools, data, and operational logic securely and at scale. Think of MCP as a universal connection layer for AI. Instead of building a different connection between every model and every hospitality system, organizations can create a standardized way for approved AI capabilities to access the context and tools they need.

As the AI ecosystem evolves, this approach can give hospitality organizations greater freedom to innovate while maintaining control over the systems, data, workflows, and guest relationships that make their brand unique.

MCP enables AI systems to operate with dynamic awareness of guest, employee, session, reservation, property, and service context. For Avaya Infinity, this means AI models can deliver experiences informed by relevant information across complex hospitality environments. A guest interaction could draw upon approved reservation, property, CRM, loyalty, knowledge, service request, and interaction data while respecting the permissions governing each source.

That level of contextual intelligence can be especially valuable for hospitality organizations managing thousands of employees, guests, reservations, properties, brands, workflows, integrations, and service interactions across multiple locations and channels.

A typical hospitality organization may have dozens or hundreds of tools and data sources, including property management systems, central reservation systems, CRM, loyalty platforms, payment systems, point-of-sale technology, knowledge bases, mobile applications, workforce tools, analytics environments, and guest messaging platforms. At the same time, multiple AI models, copilots, applications, and agents may need controlled access to those systems. Before MCP, connecting each system to each AI model could require its own point-to-point integration. As the number of systems and AI capabilities grows, so does the development effort, maintenance burden, complexity, and technical debt. MCP changes that paradigm by introducing a standardized intermediary layer. Instead of solving an increasingly complex N x M integration problem, hospitality organizations can move toward a more scalable N + M model.

Each hospitality tool can expose approved capabilities through an MCP server, while AI models and applications connect through MCP clients. Once components can communicate through MCP, hospitality organizations gain a more flexible foundation for connecting AI with existing and future systems.

That can dramatically reduce redundant integration work while protecting investments already made in the technologies and workflows that support guests today. This matters because a guest journey rarely lives in one application. A single experience may touch communications, reservations, property management, CRM, loyalty, payments, concierge services, housekeeping, food and beverage, knowledge, and analytics.

Avaya Infinity with MCP can help connect those technologies, insights, channels, and workflows so hospitality organizations can modernize the experience without requiring the entire technology environment to be replaced first.

With MCP, Avaya Infinity users can unlock deeper business value by giving AI access to more relevant context and approved enterprise capabilities.

For hospitality organizations, that can mean faster guest service, more personalized interactions, more efficient employee workflows, more natural conversations, greater workforce productivity, and better continuity from booking through post-stay engagement.

MCP creates the foundation for generative and agentic AI that is not simply intelligent, but situationally aware of the guest, reservation, loyalty relationship, property, service request, and permissions surrounding an interaction.