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Mitel Hospitality Investment Guide for the UK

UK hospitality is under more pressure than any other market in this study. That's the argument for acting now. This guide sets out five investment decisions, in the order UK operators should make them, to turn that pressure into a case for acting rather than a reason to stall.

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A chronic labor shortage, rising operational costs, and Martyn's Law now on the statute book: UK hospitality operators are managing all three at once, and communications infrastructure sits at the center of each. Frost & Sullivan research commissioned by Mitel confirms the UK as the highest-friction, highest-intent investment market in the study. Properties where systems connect, workflows automate, and compliance is built in are handling that pressure noticeably better than those where they aren't.

This guide sets out five investment decisions, in the order UK operators should make them, to turn that pressure into a case for acting rather than a reason to stall.

Why This Guide Matters:

  • The adoption gap, first: See why a 68% training shortfall, the highest in the study, means the biggest risk isn't missing tools. It's tools that exist but don't get used.
  • Where friction is sharpest: Understand why 90% of UK operators plan to invest in food and beverage communications, the highest of any market, and how to target automation at the exact bottleneck.
  • Martyn's Law as architecture: Learn why building mass notification and emergency response into platform selection costs far less than retrofitting it after the fact.
  • AI on hard numbers: See why UK operators have the most cost-and-productivity-focused AI expectations of any market, and how to frame that business case credibly.

What You'll Learn:

  1. Fix adoption before adding capability. Why a 68% training gap and 61% resistance rate mean the next tool will underperform until this is addressed.
  2. Target the three highest-friction workflows. Why housekeeping, food and beverage, and incident response carry both the sharpest pain and the strongest investment intent.
  3. Build Martyn's Law compliance in from the start. What the UK's Protect Duty legislation requires, and why platform-level compliance beats a bolted-on add-on.
  4. Frame AI around cost and productivity. Why guest-experience framing underperforms in this market, and what a harder-value business case looks like instead.
  5. Select for adoption outcomes, not just capability. Why 61% of UK buyers, the highest rate studied, treat employee acceptance as a must-have in partner selection.

Ready to build a deployment plan for your estate?

Mitel works with hospitality IT teams across the UK to design communications modernization programs with adoption support, Martyn's Law compliance, and hybrid resilience built in from day one.

Visit mitel.com/solutions/industry/hospitality to speak with a Mitel hospitality specialist.

Data source: Frost & Sullivan proprietary survey, 2026. UK n=31. Survey conducted across France, Germany, the UK, and the United States. Commissioned by Mitel.

 

Looking for the full global view? Download the complete guide today.

The full four-market study is available here: Frost & Sullivan Connected Hospitality vBook