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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HITEC Europe
Ted Horner
Information Technology and Services Consultant

The failure of PMS to provide a central depository of guest data has forced hotels to invest in a wide variety of systems all of which means data is in my instances is siloed  Hotels need to provide a high level of personalization and to achieve this objective, hotels have to be able to interact with guests from the beginning of their journey to when they depart and even afterward and for that to happen we need to consolidate all this data in a single repository

PMS has failed to provide this and as such we are now seeing the arrival of several options one of which is the service bus technology first introduced by Citizen M and now this technology is being brought to the market by at last count 3 vendors and maybe more will be on display at Hitec 2019 .


We are also now seeing high-level integration between CRS and PMS with most guest profile data being held in the CRS. With the 2 largest CRS vendors about to release next generation cloud-based PMS, we are going to see in my opinion a seismic shift away from the traditional PMS functionality to the point that PMS may only be used at the property level to provide check-in/out and some AR functions. This process will not happen overnight as many people charged with replacing their PMS are rusted on to one or 2 traditional PMS vendors and will not easily change. However, if hotels are to provide the level of personalization that guests today demand the move away from the traditional role of PMS is inevitable. Cloud-based systems incorporating CRS, PMS WBE, RMS and on property systems such as housekeeping, service request software, etc will become the norm in my opinion 

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