The agreement will support more than 250 of the chain's properties in 40 countries.
The renewal of the partnership includes the development of the Service Desk platform managed by the telecommunications operator.
The system currently processes around 240,000 requests a year—more than 70% of which are automated—and handles over 12,000 AI-assisted conversations each month.
The introduction of new predictive capabilities will aim to automate processes and accelerate incident resolution for about 9,000 tech devices located in hotels and corporate offices.
In the Spanish market, the collaboration between the two companies currently covers 150 connected hotels, with a particular concentration in the Balearic Islands (37 properties), Andalusia (33), and the Canary Islands (19), as well as in Madrid, Catalonia, and the Valencian Community, with 16 properties in each region.
The agreement also includes the provision of integrated workplace management services, functional support, connectivity, and cybersecurity measures to protect the group's information.
Meliá Hotels International's Chief Information Officer (CIO), Antonio Báez, highlighted that this technological development aims to simplify the operational management of hotel staff, thereby improving customer service.
For his part, Álvaro Jiménez Mogollón, Sales Director of Telefónica España, highlighted the telecommunications group's consolidation as a key technology partner in the digitalization of the tourism sector's infrastructure.