Today we are looking back at the second episode for HN Summit Series - Property Management Stack 2.0. The sponsor of this episode was Cloudbeds. Jonathan Rojas, Guest Experience Growth Manager at Cloudbeds, and Kathryn Murphy, Owner, The Murphy Gallery & Hotel Dublin joined moderator Simone Puorto, Founder | CEO | Futurist to discuss, share thoughts and perspectives on to automate, or not to automate? The Hospitality Industry s soliloquy.
Hospitality has been historically sluggish in automation adoption, mainly due to prejudice towards a notion that has always been (wrongly) considered the human touch antithesis. However, according to CVENT, over 56% of hospitality professionals anticipate that automation will be extremely important in 2022. So, why this sudden change of heart?
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.
The pandemic accelerated digital transformation by 10 years (McKinsey & Company) and today s travel consumers have become more digitally and tech-savvy than ever. Many of today s travelers service expectations are around self-service, around do-it-yourself, from online planning and booking, to preferences for contactless check-in, mobile keys, voice assistants, and communication with hotel staff via messaging. Serious technology implementations are needed to "appease" these exceedingly tech-savvy guests and their exceedingly high technology expectations. At the same time, two other extremely important issues are plaguing the industry today that need immediate resolution: a) never-ending labor shortages, b) unsustainable labor costs. Only through accelerated investments in technology - cloud, mobility, AI, robotics, IoT, and other next-gen technology applications and innovations - can the hospitality industry do more with fewer employees and solve the three major indust
Many existing legacy technology installments in hospitality are closed systems they are reluctant to open up to third-party integrations, applications and solutions, depriving the property and its guests from some very innovative and much-needed applications and services.