When it comes to hotel tech, we may all agree that PMSs are at the top of the food chain. It's semantically already in the name itself: a PMS is the SYSTEM used to MANAGE your PROPERTY. This gives the software connotations of centrality in operations. However, a new wave of leaner systems is rising: PMSs are becoming "hubs" rather than all-in-one solutions, using open APIs to allow users to plug in other software and tools as needed. These systems are less about "managing the property," and more about integrating third-party software.

In this environment, where do PMSs sit in one's tech stack? Is the classic notion of PMS outdated? Will the future of hotel tech be less reliant on PMSs as we know them?

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Ian Millar
Ian Millar
Manager of Institute of Business Creativity & Senior Lecturer at EHL Hospitality Business School

The PMS is now just “another” system used by the hotel, just like a POS or CRM or SPA system. The growth of Open API service oriented middleware is the way forward. Layering on top of this customer data platforms is truly the way to go forward and will give many returns to the hotels that can adopt this. With COVID we have seen and will continue to see more contactless technology, growth in kiosk check in, mobile key. After that facial recognition will come in and more voice options, from reservation to room control. For anyone who wants to adopt this kind of technology you need an open and adaptable technology stack.

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