The Death of Yesterday’s PMS: Embracing the New Normal
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?
Adjunct Professor NYU Tisch Center for Hospitality, Founder & Director at NextGuest Digital
The current PMS has failed at all levels: In spite of numerous attempts, no PMS vendor has been able to create any meaningful CRS, WBE, RMS, CRM, DMS, On-property Guest Services applications like HotSOS or Alice App. The PMS has failed miserably even in one of its supposedly core functionality: serve as the Big Data depository of cleansed, up to the minute guest data.
The role of the PMS as a central depository of guest data is coming to an end. Dispersed data/small data with “snackable” nuggets of data that are used in real time at the right time and in the right dosage will rule the hotel tech world. I believe the future belongs to a new type of cloud-based open architecture tech stack, where all tech providers are plugged in (PMS, Guest Services, RMS, CRS, CRM, DMS, ORM, etc.) as “equal right” participants and share relevant real-time guest data in the form of easy to assemble and actionable snackable guest data nuggets.