The facility management industry is transforming, driven by the integration of digital technologies like the Internet of Things (IoT) and artificial intelligence. While these tools promise efficiency, their adoption is not without challenges, including security vulnerabilities and interoperability concerns. security vulnerabilities and interoperability concerns Many organizations are still navigating this landscape; a recent JLL Technologies report shows that nearly 60% of facility managers have no formal AI strategy in place. Amid this shift, Ammar Hayek, founder of Azoss Trading & Cleaning, has focused on implementing technology-driven solutions for high-stakes environments, including the FIFA World Cup 2022 and the Paris Olympics 2024. nearly 60% of facility managers His work offers a model for facility management that balances automation with a focus on empowering the frontline workforce. Hayek's approach centers on using technology not merely to automate tasks, but to enhance human capability and decision-making. Designing Smarter Systems The first step in modernizing facility operations is identifying core inefficiencies that technology can address. For Hayek, this process begins with an immersive analysis of the environment to understand not just procedural gaps but also latent risks. “When tackling large-scale operations like Hamad International Airport and the Ministry of Awqaf, I've always started by immersing myself in the environment—not just looking for what's missing, but for what's not yet working smartly,” Hayek explains. This philosophy informed the development of a mobile, self-powered façade cleaning unit for the airport, which introduced a new operational model for high-security environments. While this initial innovation was mechanical, it paved the way for more complex digital integrations that mirror the evolution toward developments in digital twin technologies. developments in digital twin technologies These systems focus on operational use by integrating real-time data, functionally distinguishing them from Building Information Modeling (BIM), which details how a building is constructed rather than how people use the space. how people use the space Hayek notes, “So while Hamad and Awqaf weren't fully IoT-integrated, they reflect my holistic innovation approach: identify inefficiencies, design smarter systems—whether digital, mechanical, or procedural—and transform facility operations to meet modern standards of sustainability, safety, and performance.” Empowering the Mobile Workforce Effective management of large, distributed teams in high-pressure settings like airports and international events presents a significant logistical challenge. According to Hayek, “When managing frontline teams across hospitality, government, and event sectors, the biggest challenge is visibility—knowing where people are, what they're doing, and how well they're performing.” To address this, he led the development of a custom mobile workforce management platform integrated with proprietary HR software, moving beyond off-the-shelf solutions to tackle specific industry pain points. These tools fundamentally reshaped daily workflows by providing real-time task assignments and digital checklists, though some research suggests that AI used as a 'digital supervisor' can reduce employee autonomy if not implemented carefully. The impact of Hayek's system was clear during a critical moment at the FIFA World Cup 2022. reduce employee autonomy He recalls that thanks to a real-time alert, his team restored service continuity within minutes. “That incident demonstrated the true power of smart systems: not just tracking, but enabling live decision-making that protects brand experience, compliance, and customer trust—especially when operating under global scrutiny.” Such systems necessitate a robust ethical framework, particularly concerning the use of sensitive employee data, an emerging focus in AI approaches to human resource management. This tech-driven approach to service is central to the company's U.S. market expansion. AI approaches to human resource management Data Balanced with User Design Introducing sophisticated technology to a non-technical workforce requires a focus on clarity over complexity. “One of the earliest lessons I learned while scaling Azoss is that a system is only as good as the people using it—and in our industry, that often means cleaners, stewards, and team leads who may have limited technical backgrounds but bring incredible operational value,” Hayek states. This principle guided the design of mobile apps and dashboards centered on visual cues like icons and color codes rather than dense data tables, an approach that aligns with studies on how AI transparency shapes user trust. AI transparency shapes user trust The goal was to provide actionable insights, not data overload, through smart automation that highlights absenteeism patterns or predicts staffing needs. By pairing tech rollouts with in-person training and simulations, the company fostered digital confidence. “I don't believe in building tech for the sake of innovation—I believe in building systems that elevate people,” Hayek adds, emphasizing a philosophy that turns technology into a tool for empowerment. Modern AI can support this by creating adaptive learning paths for employees, providing real-time feedback to help them identify performance gaps. adaptive learning paths for employees The Role of Predictive Maintenance In high-visibility environments, operational downtime can damage an organization's reputation. “When operating in high-security, high-visibility environments like Hamad International Airport, every minute of downtime is a liability—not just for operations, but for reputation,” Hayek says. His solution was to embed predictive maintenance and smart scheduling into the core of his cleaning systems, using sensor-based monitoring to track metrics like water pressure and motor vibration. Reports show that such AI-powered tools can lead to a 50% reduction in equipment downtime. 50% reduction in equipment downtime This data-driven approach allowed his team to anticipate wear and tear, addressing issues like filter clogging before they caused a full shutdown. A similar strategy was used for oxygen vapor systems, where a digital scheduling algorithm adjusted service cycles based on room occupancy and humidity. Hayek emphasizes, “In both cases, the technology wasn't just smart—it was mission-aligned, designed to ensure continuous performance under pressure.” This mirrors strategies seen in the hospitality sector, where companies like IHG have used predictive maintenance to achieve a 25% reduction in maintenance costs. 25% reduction in maintenance costs Fostering a Culture of Ownership Successful technology adoption hinges on creating a culture where employees see new tools as enablers rather than threats. “Technology alone doesn't transform an organization—people do. That's why, from day one, I've treated every tech rollout not just as an upgrade, but as a human-centered change process,” Hayek states. His approach involved co-creating mobile apps with frontline teams, ensuring their feedback directly influenced interface design and task flow logic. Instead of using the system to punish errors, the focus was on celebrating excellence through performance scorecards and recognition programs tied to data transparency. This people-first innovation is critical, as the principles of justice and fairness in AI auditing are becoming central to responsible implementation. justice and fairness in AI auditing Hayek also linked system proficiency to career growth, motivating staff to learn new digital skills. “I've always believed that technology should be a pathway to promotion. So, we began linking familiarity with our systems to advancement,” he adds. This strategy fosters a sense of partnership, reflecting a broader trend toward human-AI value co-creation in modern enterprises, and this leadership approach has earned him external validation, including a Silver Stevie Award for ‘Thought Leader of the Year – Business Services.’ human-AI value co-creation Environmental Data and Guest Experience In luxury hospitality, intangible elements like air quality and ambiance are critical to the guest experience. By deploying environmental monitoring sensors in a project with Aura Hospitality, Hayek's team uncovered that perceived air freshness dropped during peak service times despite scheduled odor-control cycles. This aligns with the growing use of AI-powered guest feedback and sentiment analysis in the industry to identify nuanced service gaps. AI-powered guest feedback and sentiment analysis The data from these sensors prompted a significant operational change. “These insights led us to recalibrate our entire scent-diffusion protocol, moving away from rigid schedules to a demand-based, sensor-triggered system,” Hayek explains. The new system adjusted fragrance strength and timing based on real-time occupancy and air quality readings. “This case proved that in luxury hospitality, what guests don't see—but subtly feel—matters just as much as what they do.” Indeed, studies show that AI applications like chatbots and virtual assistants have a high perceived influence on guest satisfaction. chatbots and virtual assistants Closing The Guest Feedback Loop Data becomes most powerful when it is contextualized with human experience. “For me, data alone isn't enough—it needs to be contextualized by human feedback, especially in the hospitality sector, where perception drives loyalty and reputation,” says Hayek. His team built a closed-loop system combining digital guest input with operational metrics from their workforce platform. This integration creates a feedback trace, allowing managers to investigate issues by checking service times, staff assignments, and photographic confirmations, a process where data privacy is crucial to maintaining trust. data privacy is crucial to maintaining trust This system reduced service recovery time by over 60% and turned guest satisfaction into a visible KPI for frontline teams. A service layer for actionable outputs is a key part of AI-enhanced digital twin frameworks, which can help streamline such recovery processes. AI-enhanced digital twin frameworks As staff saw their work directly impacting positive feedback, they began to take greater ownership of their zones. Hayek concludes, “Integrating guest feedback into a data-led framework doesn't just improve operations—it builds a culture where everyone, from top management to cleaning staff, shares accountability for the experience.” The Future of Facility Innovation Looking forward, Hayek is focused on two key areas: human-centered automation and AI-augmented workforce empowerment. This includes exploring autonomous cleaning robotics paired with cloud-based controls, which would free up teams to handle more high-touch, guest-facing tasks. “Looking ahead, I'm particularly excited about two parallel tracks that will shape the future of facility management: human-centered automation and AI-augmented workforce empowerment,” he states. This vision aligns with the growing interest in advanced digital twins that can create feedback loops with management systems. advanced digital twins He is also developing AI tools for real-time, on-the-ground coaching and immersive VR-based training for staff, a strategy that benefits from increased interoperability between IoT platforms. AI interoperability between IoT platforms This forward-looking approach has earned him global recognition. This includes Hayek’s role as a jury member for the Global Startup Awards—a position reflecting international peer recognition and trust in his leadership—and a shortlisted bid for the FIFA World Cup 2026. Building on the success in Qatar, he is currently leading a multi-city bid across 11 U.S. cities for the 2026 event, which serves as a platform for the company's U.S. market expansion. “My long-term vision is simple: to build smarter systems, smarter people, and smarter service cultures—and to set a new global benchmark in facility excellence”. The evolution of facility management is not just about adopting new gadgets but about rethinking the relationship between technology, operations, and people. As leaders like Hayek demonstrate, effective innovations are those that amplify human potential, turning data into actionable insights and empowering frontline teams to deliver superior service. This balanced approach is setting a new standard for excellence in a rapidly changing industry.

This story contains new, firsthand information uncovered by the writer.

Ammar Hayek on Integrating Tech and Empowering Teams

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