As global hospitality continues its steady recovery, resorts and hotels in the Maldives are confronting a new set of challenges. From rising operational costs and persistent talent shortages to increasing guest expectations around technology and service, the sector is at a digital crossroads. The question is no longer whether to innovate, but how to do so efficiently. For many, managed services may be the answer.
A recent report titled Accelerating Business Transformation, published by KPMG in collaboration with HFS Research, explores how businesses across industries are using managed services to go beyond basic cost reduction and drive broader transformation. Based on a global survey of over 1,200 C-level executives and functional heads, the report highlights how companies are increasingly relying on managed services to improve stakeholder experience, accelerate innovation, and create long-term value across front, middle, and back-office operations.
Moving Beyond Outsourcing
Managed services go beyond traditional outsourcing. Rather than handing over one-off tasks to external vendors, hotels and resorts now use managed service providers to run critical business functions such as IT, cybersecurity, guest services, procurement, and even compliance, all under long-term, outcome-based agreements.
The KPMG report reveals that 88 percent of buyers believe managed services deliver a long-term cost advantage. More importantly, speed to market for new services has overtaken cost savings as the top priority. This is particularly relevant for Maldivian resorts that must constantly innovate to attract high-end travellers while dealing with tight operational margins.
Enhancing Stakeholder Experience
One of the most compelling takeaways from the report is the growing role of managed services in improving stakeholder experience. In the hospitality sector, this translates into smoother check-ins, faster problem resolution, data-driven personalisation, and better post-stay engagement.
Managed service providers often bring advanced technologies such as AI-driven chatbots, cloud-based booking systems, and guest analytics tools. These enable resorts to deliver more seamless and personalised guest experiences without building these capabilities from scratch.
In the Maldives, where the tourism product hinges on luxury, privacy, and uniqueness, such enhancements can make the difference between a one-time visitor and a returning guest.
Reducing Operational Strain
Inflation, currency fluctuation, and rising labour costs are squeezing resort margins. The KPMG study notes that companies are increasingly turning to managed services to free up internal staff, allowing them to focus on high-impact work while service providers handle routine but critical processes.
Functions like cybersecurity, finance and accounting, or supply chain management are ideal candidates for managed services in the Maldivian hospitality sector. By shifting these responsibilities to specialised providers, resort operators can improve efficiency and resilience, especially during peak seasons or economic downturns.
Embracing Technology Without Overhead
One of the main barriers to digital transformation in hospitality is the cost and complexity of adopting new technology. But according to the study, managed services allow companies to access technology and expertise without large upfront investments.
In fact, 70 percent of companies surveyed said managed services exceeded expectations in driving technology access, including AI, compliance automation, and customer experience platforms. This is crucial for island resorts, which may not have in-house capabilities to manage tech systems or the scale to justify them internally.
Moreover, the report highlights that application management (SaaS optimisation) is becoming the top source of managed services value. For resorts that rely heavily on integrated systems for reservations, CRM, payroll, or inventory, having expert support to manage updates, integrations, and troubleshooting can reduce downtime and improve agility.
A Strategic Shift
Finally, the KPMG research shows that decision-making around managed services is increasingly happening at the C-suite and board level, a sign of how strategically important this model has become. In the Maldives, resort groups looking to maintain competitive advantage in a high-stakes global market would do well to follow suit.
The message is clear: managed services are no longer just a back-office cost play. For hospitality in the Maldives, they represent a path to smarter operations, enhanced guest experiences, and long-term resilience in an increasingly complex tourism landscape.
