Innovation

💻 When operating technology across thousands of hotels globally, each property's unique story emerges from diverse brands, ownerships, and international markets. Despite varied settings—urban high-rises or destination resorts—the operational demands remain remarkably similar. Successful technology leadership focuses on integration, ensuring systems like PMS and POS work seamlessly to enhance guest experiences. The key challenge lies in integrating these systems, which scales complexity faster than the tools themselves. Organizations excelling in this area design scalable ecosystems that maintain individuality and consistency.

💻 Hotels in 2026? Mews and Bob W. hotels notice a shift towards tech, but 20+ systems like TV, Wifi, PMS, and more, don't integrate guest experience. A 10% ADR premium can vanish, losing €650,000+ annually for 100 rooms. Systems cost per room monthly, take a cut of upsells, and create data silos. Future hotels need fewer tech layers and clear decision-making ownership. Every new system means revenue for vendors, but less human connection for guests.

📑 Last week, Daniel C. Doppler, leading Quinta/Quicktext, highlighted that intelligence has become a commodity. In hotels, 15-20% of data alters yearly, and about 60% is not formalized. Chatbots should adapt quickly to frequent changes like restaurant menus and service shifts to avoid obsolescence. Discoverability in data is crucial, especially as we transition from human-to-agent to agent-to-agent interactions, emphasizing that data distribution is as vital as the data itself.