The hospitality industry is facing the challenge of maintaining its customer service excellence in the face of guests’ growing expectations for faster service and digital solutions. The pre-arrival experience in travel and hospitality has evolved rapidly with most customers now booking their travel and hotel through digital channels. However, the in-house experience hasn’t kept up due to outdated hotel core technology, which makes it difficult to implement new and better workflows. A decade-long search for a future-proof hotel PMS solution revealed that the needs are much more complex than just being cloud-based or API-first. The author claims the primary system, the PMS, must be updated to truly transform guest experiences using all the digital solutions on the market today. Our industry is rooted in creating a memorable experience for the guests. For centuries hotels have pioneered service in ways that most other industries could only dream of. So much so that when today’s most successful retailers per square foot had to design the experience in their stores – they went to hotels to discover what made excellent customer experiences. But in the last two decades, hotels have met a new challenge to maintain their service excellence with their customers, […]
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