SHIFT + DEL! Do we need a massive reset?
— 22 experts shared their view
From the days of holidex, Fidelio v6 and Micros 2700 we have for the last 30 years been adding technology upon technology in hospitality. In my last classes with my students (online), one reoccurring question was always, "why is there not one solution that can do everything". Once we discussed this more (language requirements, local fiscal reporting, support, etc…), the students got the complexity of using software and systems to run businesses. But moving forward, future managers are going to want their hospitality software to behave more like WhatsApp, Instagram or Snapchat. Download, install and work. No training or massive configuration to be done. So, where does this leave the hospitality industry? Do we keep on going with our "Lego" approach or do we need to say hold on, that's enough? Let's restart from scratch and what would that look like and how could we conceivably even do that.
The idea of "one-stop-shop", a product that does everything, is a flawed one. It looks promising in theory but never works in practice, because no one can do everything well, and therefore companies specialize in specific areas, and clients eventually buy "best-in-class" from different providers. Hospitality tech software needs to be rethought with usability in mind, yes, but better usability does not mean one single tool. If anything, the world of tech is going in the opposite direction, with products talking to each other through APIs to create personalized experiences.