Innovation and Digitalization in the Hospitality Industry of Kazakhstan

In the context of global digital transformation, the hospitality industry is undergoing rapid modernization, with innovations becoming a key factor in competitiveness and customer satisfaction. Kazakhstan, possessing significant tourism potential, is actively integrating digital tools such as online booking systems, artificial intelligence, and data analytics into its tourism infrastructure. The study addresses the relevance of digitalization for enhancing service quality and sustainable growth in Kazakhstan’s hospitality sector. The research is based on a mixedmethods approach combining statistical analysis, content review, and comparative methods. Data from the Bureau of National Statistics of the Republic of Kazakhstan, the Ministry of Tourism and Sports, and the World Tourism Organisation (UNWTO) reports were used. The study also includes case analyses of Kazakhstani hotels and platforms implementing digital solutions such as eQonaq and Smart Tourism. The results reveal a gradual increase in digital adoption across the hospitality sector, with large hotel chains showing high automation levels and small enterprises facing technological and human resource constraints. Between 2019 and 2024, the number of online bookings in Kazakhstan increased by 42%, while digital marketing expenditures grew by 35%. Despite these improvements, regional disparities and limited staff training remain significant barriers. The findings emphasize the importance of systematic digital transformation as a strategic priority for Kazakhstan’s tourism development. Effective integration of digital innovations can enhance operational efficiency, customer experience, and global competitiveness. The study concludes that state support, public-private partnerships, and professional training programs are critical for accelerating the digitalization of the hospitality industry.

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