The core hotel technology, the Property Management System, was conceived at a time before any technology was put in the hands of the guests. At a time before the internet. At a time when travel agent painstakingly pulled together itineraries. At a time when the room was the primary focus.
Today guests expect more than just a room. They expect an experience. An experience that is seamless, for all members of the party, not just the primary guest.
This is where the legacy technologies start to impact the experience unless hotels adopt solutions that enable guest centricity. So what are the characteristics of a Guest Centric Solution?
Modern Property Management Systems are starting to adopt guest centric principles, for example, Mews Systems but for many changing these systems is unlikely to happen in the near term.
We also see increased adoption of Customer Relationship Management platforms, in particular Salesforce, but these do not solve a hotel's guest centricity. For this, modern hotels have evolved to adopt a Guest Experience Platform alongside the room-centric Property Management System and a staff-centric Hotel Operating System.
Like to know more about our guest experience solutions? Get in touch and tell us about your needs or drop in to one of our offices for a coffee.