World Panel
Viewpoint 3 June 2019

The Death of Yesterday’s PMS: Embracing the New Normal

Information Technology

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The Death of Yesterday’s PMS: Embracing the New Normal
Getting to know the NCR 4200 at Ecole Hoteliere de Lausanne back in 1956.
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Henri Roelings, Founder & CEO at HospitalityNet
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Max Starkov
Adjunct Professor NYU Tisch Center for Hospitality and Hospitality & Online Travel Tech Consultant

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.

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