Even though still in the Buzz word stage, AI will play a massive role in our industry. Most will state that it will be a customer facing technology. From concierge robots who can interact with guests to chatbots and messaging.
Does anyone remember the NCR 4200. Used as the front desk and night audit posting machine? That dinosaur was replaced by what we thoughtlessly named the “PMS” (which would have been better named 'PMIS” for “information system.
Someone recently told me that humans spend approximately six months of their lives waiting in line for things. Six full months. Those stats might double for hoteliers, if you consider the long wait times for getting a PMS live and the ridiculous queue for interface installations.