People-Centered HR Tech at PPHE: Jorn Heikens on People Technology
Jorn Heikens knows better than anyone how to use technology to support people. As people technology manager at PPHE Hotel Group, the owner and operator of European brands like Park Plaza and art’otel, he is shaping the future of HR within an international hospitality organization. His background, from military service to hospitality, gives him a unique perspective on leadership, development and digitalisation. In this interview, he shares his vision on HR tech, employee wellbeing and inclusion. His mission? To use technology to make work easier, more enjoyable and more meaningful. From learning platforms to AI-driven career development: it’s all about smart, people-first solutions with lasting impact.
The role of people technology in HR
As people technology manager, I work at the intersection of HR, strategy and technology. Together with my manager, we built our department from the ground up. We focus on the entire employee journey, from onboarding to career growth, aiming to make that journey smarter, easier and more engaging.
I believe in technology that helps, not hinders. That’s why we work with user-friendly HR systems for recruitment, learning, performance and talent development. We also build dashboards that provide insight and support better decision-making.
Between headquarters and hotel floor
I work from PPHE’s central office, supporting hotels in the Netherlands, Italy and the UK. At the same time, I regularly visit hotel locations – something I find very important. That’s where the real work happens, and where I see what employees truly need. I lead a hybrid team with two colleagues based in London, which creates a strong balance between central coordination and local involvement.
From military to hospitality
My career didn’t start in hospitality, but I naturally grew into it. I was drawn to the energy, the international setting and especially working with people. The combination of structure and people-focus, which I first learned in the military, still shapes my work today. Both worlds are about collaboration, perseverance and helping others. That’s the foundation of my HR vision.
My first step into HR tech
During the COVID period, I really became interested in HR technology. I got the chance to lead a digitisation project and quickly saw its impact. A process that used to be fully manual could suddenly be completed with just a few digital clicks. That energised me, seeing how much easier and more efficient it made things for others.
Distance learning, my proudest project
One project I look back on with pride is launching our digital learning platform during COVID. Classroom training suddenly became difficult, and this platform still gave employees the opportunity to learn remotely and at their own pace. It wasn’t just about technology, but also about a shift in culture. Learning became more accessible and integrated into everyday work.
Technology as a tool for ownership and joy
Technology should enrich, not control. That’s why we develop tools that give employees and managers more autonomy. These include self-service functions, personalised learning paths and intuitive systems for feedback and development. This way, colleagues can take ownership of their growth, which directly contributes to their happiness at work.
Accessible to all
In an international team, inclusion is essential. That’s why we offer systems and training in multiple languages, and we account for different levels of digital fluency. Not everyone is equally comfortable with technology, so we always look for simple, accessible solutions tailored to the user.
Culturally sensitive leadership
In hospitality, you work with people from many different backgrounds. Good leadership means recognising and understanding those differences. By being aware of things like religious holidays or cultural habits, you create an inclusive work environment. I strongly believe in that. It strengthens teams and improves collaboration.
Technology as an enabler, not a replacement
Technology should support, not replace employees. We mainly automate repetitive tasks so there is more time for human attention and leadership. HR systems must be easy and intuitive, allowing you to request or find something without hassle. In every project, we start from the employee’s perspective. How does this help them day to day? That’s how we ensure technology contributes to wellbeing and ownership.
How HR tech is transforming hospitality from within
AI and automation are key drivers of innovation in HR, especially in hospitality. HR systems increasingly integrate generative AI to generate job descriptions or schedule staff more efficiently. This saves time and improves process quality. The employee experience is becoming smarter as well, through integrated platforms for onboarding, feedback and development. Another trend is the rise of microlearning and skill-based learning, short and targeted learning moments tailored to how people process information today. With predictive analytics, we can also respond more quickly to organisational trends and evolving needs.
The power of onboarding
I’ve experienced myself how much of a difference good onboarding can make. When you feel welcome and find your way quickly, you become engaged much sooner. That’s why we invest in a hybrid onboarding journey, personal, interactive and digitally supported. It’s a collaboration between HR and people technology that we continuously improve.
Talent development in an international hotel group
Within our hotel group, we support talent development through a combination of technology, structured cycles and targeted programmes. We use digital learning, performance and talent systems to structure and support conversations between employees, managers and HR. In addition, we offer various development tracks, both operational and strategic, to promote focused growth.
Staying future-proof as an HR professional
To me, future-proofing means continuous learning, development and embracing new technologies like AI. If you don’t adapt, you fall behind. Curiosity is key. Keep exploring new tools, talk to colleagues and take time to reflect.
Being connected to the work floor is just as important. As HR, you support the operation, so it’s vital to know what’s really going on. That’s the only way to stay relevant and truly add value in a more digital and diverse world.
HR as a driver of inclusion and sustainability
HR plays a key role in embedding inclusion and sustainability in policy, systems and behaviour. But it’s not just HR’s job. It needs to be embraced across the organisation, with leaders setting the tone. Sustainability is also about people, about wellbeing, work satisfaction and personal growth. That’s where a future-ready organisation starts.
Keep learning, keep evolving
HR tech changes fast, so I’m constantly learning. I attend webinars, trainings, networking events and vendor sessions. Within our team, we actively share knowledge and keep each other sharp. Staying curious and exploring new tools is essential to me.
My evolving role
Over the coming years, I see my role becoming more strategic as a partner in digital transformation. I want to use technology more to strengthen engagement, culture and performance. Data will be the foundation and AI the accelerator. I will continue to manage and optimise our HR systems, but I increasingly see myself as the bridge between tech and the organisation.
My dream, an AI-driven career platform
What I’d love to build one day is an AI-powered platform that helps employees and managers with career development. Based on data, skills, preferences and ambitions, it would offer personalised guidance aligned with both individual and organisational goals. It would accelerate strategic development and truly help people move forward. Creating something like that from scratch would be amazing.
Who inspired me
Throughout my career, many people have influenced me, including managers, colleagues and project partners. Especially those who coached, involved and encouraged me. My team and loved ones also give me daily support and energy. Their involvement has been just as essential to my growth.
Why I love what I do
What drives me every day is knowing that technology can make a difference. If a colleague works better, learns something new or advances in their career because of what we’ve built, then I know this is why I do what I do. Technology isn’t the goal. It’s a powerful tool to help people thrive.
Do you also want to work in an international environment where technology and people are key? Discover the opportunities at PPHE Hotel Group.