The Death of Yesterday’s PMS: Embracing the New Normal
— 26 experts shared their view
The PMS' role as the center of a hotel's technology ecosystem is coming to an end. Crucial guest data sits locked up in today's disconnected data silos, making it very difficult for hotels/brands to optimize and bank in on the 'digital guest journey'. True? If so, how could a future application/data infrastructure or migration path look like? What's your take?
As of right now, a hotel's PMS is the center of the universe, and with that comes a dangerous assumption that it can run as a jack of all trades. These legacy PMS systems have been with some hotels since their birth. Not only do they lack the immense capabilities hoteliers are looking for, they also stall the ability to grow from a tech perspective.
If a business is built on limited tech, once they try to innovate from the inside out it becomes incredibly difficult to fix and integrate other systems. In addition, hotel infrastructures have an underestimated complexity to them, and haphazardly adding new systems just amplifies that complexity and creates siloed databases. It all starts with changing the thought process of tech within the hospitality industry and losing the reliance on PMS systems driving the success of a hotel; a jack of all trades is ultimately a master of none.