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Hospitality Net
13-06-2025
- Business
- Hospitality Net
Why legacy PMSs are holding hotels back and how cloud technology solves it
As hospitality evolves, hotels must streamline operations, harness data more effectively, and enhance efficiency to stay competitive. The Property Management System (PMS) is at the core of hotel management, an essential tool connecting various hotel functions. As more business shifts online and seamless digital experiences become the expectation, PMSs must integrate with internal and external systems, including POS, front desk, and housekeeping. Yet, most PMSs were built for a different era, making it difficult to support the growing web of integrations required in today's digital-first environment. Traditional property-based legacy systems are cumbersome to use and maintain. These old systems often require hotel staff to navigate complex menus and wade through irrelevant options just to retrieve information that should be readily available with minimal clicks. Additionally, new rollouts and upgrades come at a very steep cost to hotels in terms of time, personnel, and resources. In contrast, cloud-based software updates are completed remotely, delivering greater efficiency and enhanced functionality without disruption. The shift toward digital marketing and personalized guest experiences further emphasizes the need for more agile PMSs. Integrating with loyalty programs, guest marketing, CRMs, and mobile apps wasn't envisioned when legacy PMSs were first implemented. These aging systems have reached the end of their functional lifespan. Unlocking greater agility with a cloud-native PMS A modern, cloud-native PMS offers far more than just streamlined operations; it empowers teams with intuitive, real-time control over every aspect of property management. Designed for today's dynamic hospitality environment, intuitive, user-friendly displays reduce staff training time and increase productivity, allowing teams to focus on the guest experience instead of clunky system navigation. Leveraging the cloud's scalability and flexibility enables centralized access to critical functions, like front desk operations, housekeeping, and maintenance. In addition to greater insights, it allows teams to stay connected and responsive no matter where they are on the property. Real-time reporting and analytics further equip hotel leadership with the information they need to make fast, informed decisions that improve performance and guest satisfaction. Facilitating seamless integration with other hotel systems eliminates the friction of disconnected data and disjointed processes, resulting in a more agile, efficient operation. Simplifying access to data across systems while enriching functionality unlocks new capabilities, like real-time rate and availability management through integrated channel managers or inline RMS capabilities to optimize revenues. Unified platform, unlimited possibilities Delivering the modern, digital experiences guests expect hinges on seamless systems integration and single-source data to unlock data´s full potential. iStay, IBS Software's unified hospitality management platform , doesn't just upgrade how hoteliers manage their properties and enhance guest experiences – it completely transforms them. iStay's cloud-native PMS integrates seamlessly with the platform's CRS, PMS, RMS, Booking Engine, distribution, and loyalty software, eliminating traditional data silos across disparate systems that complicate hotel operations and personalization efforts. This holistic approach enables hotels to grow their business, deliver exceptional guest experiences, and allow staff to focus on personalized service rather than complex system workarounds.
Skift
13-06-2025
- Business
- Skift
Hilton's AI Playbook: Solving Guest Problems, Building Loyalty
Hilton acknowledges that hotels have been behind the curve on tech. But there are plenty of ways it's using AI to enhance the guest experience - and get more revenue too. Chris Silcock, Hilton's president of global brands and commercial services, discussed how the hotel giant is using AI to improve the guest experience at the recent Skift Data + AI Summit in New York. Silcock also touched on the company's AI strategy and the benefits on using technology to solve problems, among other topics, during his chat with Senior Hospitality Editor Sean O'Neill. Watch a full video of the full discussion: Hotels 'Behind the Curve' S
Hospitality Net
13-06-2025
- Business
- Hospitality Net
Unified Data Layers: Driving Personalisation, Guest Satisfaction, Revenue
In a recent podcast on I spoke about the game-changing role of a unified data layer in staying competitive, especially in an era driven by AI and other emerging technologies. Clean, structured data is no longer optional; it's the fuel for smarter decisions, smoother operations, and excellent guest experiences. In the hyper-informed world, data is the engine behind personalisation. In hospitality, it is what differentiates an average stay and a holistic experience that can build loyalty beyond the check-out. As hospitality goes digital, data is everywhere, but clarity isn't. While collecting data is easy, what matters is turning it into insight. Despite investing in advanced systems, many businesses struggle to get the full picture. The missing link? A single, unified source of truth. The bottleneck: data silos One of the biggest challenges for the industry is working with fragmented, siloed data. Without a unified view, understanding guests or serving them with personalisation is nearly impossible. Here's what siloed data leads to: Isolated departments with no full picture of operations Slower decision-making and broken workflows Generic experiences instead of personalisation Barriers in adopting new tools like AI Lost revenue and guest retention Unified data: changing the game A unified data layer flips the script. Unlike disconnected systems, it builds a connected ecosystem: one view of guests, operations, and opportunities. 1. One language, one source A centralised database means that all departments—from the front desk to housekeeping—'speak the same language'. It means the same data definitions, sources, and metrics, leaving no room for breaks or data loss. This minimises errors, inconsistencies, and miscommunication, ensuring a cohesive brand experience across every touchpoint. With a single source of truth across all revenue touch points, teams stay aligned and informed, enhancing responsiveness to requests, front office enquiries, and other guest needs. Open platforms with a unified data layer enable seamless communication within departments or across multiple branches and outlets, creating a connected ecosystem that supports smarter decisions, faster service, and a more unified guest journey. 2. Enhanced guest journeys A unified enterprise platform can capture the entire guest journey. Consider a guest who has a known allergy to lemongrass oil. If this detail is recorded only at the front desk, the restaurant or wellness centre may unknowingly expose the guest to this allergen, maybe through a dish or a spa treatment. But, with integrated systems, this allergy note is instantly visible to all departments, enabling teams to deliver a safe and personalised service. It is a way to show guests that the hotel has put in an effort to understand their needs, preferences, and concerns. This is what leads to enhanced experiences and, consequently, guest retention 3. Staying ahead, future-ready Unified data lays the groundwork for adopting AI and automation across the hotel ecosystem. Predictive analytics, intelligent automation, and dynamic decision-making all rely on one fundamental asset: clean, consistent, and real-time data. Consider AI-driven tools that forecast demand, optimise staffing, personalise guest experiences, or automate inventory planning. These models pull from historical booking data, guest profiles, maintenance logs, consumption patterns, and live inputs. AI is only as smart as your data. And with a unified data layer, hotels are not just collecting information. They're turning it into intelligent, scalable action. 4. Smarter revenue strategies Models such as dynamic pricing that analyse historical data, real-time demand signals, competitor pricing, and external factors all depend on clean, consolidated data. Businesses can use advanced systems to suggest "Netflix-style" recommendations to personalise offers and, as a result, increase the likelihood of conversions. With a unified system, predictive algorithms gain access to a 360° view of the guest; this enables dynamic pricing engines to respond to demand shifts with precision, optimising rates to boost RevPAR. It also allows automated upselling strategies, from room upgrades and wellness vouchers to dining packages, to be targeted based on actual guest behaviour rather than assumptions. 5. Cultivating loyalty that lasts Beyond targeted marketing, data enables businesses to cultivate true loyalty that extends beyond bookings and points programmes. More than a simple birthday email, true loyalty comes from anticipating what a guest needs before they ask. When a guest's pillow preference is already known by housekeeping or their favourite table is automatically reserved at the restaurant, it shows attentiveness that feels human, not algorithmic. Unified data turns fragmented service into a seamless, memorable journey that encourages guests to return, not just out of habit but because they feel truly valued. AI and other models can personalise experiences in a way that is thoughtful and not invasive, ultimately building trust while respecting privacy. Data is the new oil. But it's the refining that counts Digital hospitality brings in a flood of data. But the challenge? Turning raw data into refined insights. A unified data layer bridges that gap, from cluttered silos to clear insights. The true value of data is in the insights we derive from it, and by unifying that data, businesses will be unifying their ecosystem. It is what empowers hotels to deliver truly personalised experiences, foster stronger loyalty, and achieve sustainable growth. About IDS Next IDS Next is the largest hospitality solutions provider in emerging markets, catering to global customers in over 50 countries with award-winning software. Streamlining both front and back-office hospitality operations, IDS Next provides full-stack ERP solutions for hotels, restaurants, leisure and wellness sectors and integrates with over 100 leading technology partners. Having over 35 years of experience, the company promises the most secure operations with its PA DSS-certified and GDPR-compliant solutions. Today, the company powers 300,000+ rooms, 220+ hotel chains, 25,000+ POS outlets and 300+ leisure venues across the globe. Spanning across Africa, the Middle East, South Asia, Southeast Asia and the Pacific Rim, the company is trusted by renowned hospitality brands, including Wyndham Hotels and Resorts, Taj Hotels, ITC Hotels, Choice Hotels and Louvre Hotels Group, for more, visit
Hospitality Net
12-06-2025
- Business
- Hospitality Net
EHL Innovation Rewind: Lucas Nottaris on Agentic Systems, Human-Centered Personalization, and the Future of Consent
During the EHL Open Innovation Summit in Lausanne, we caught up with Lucas Nottaris, Partner at Visium, to discuss how agentic systems are reshaping the guest experience, why personalization must be guided by consent and human judgment, and how the hospitality industry can build trust by giving guests more control over their data. Which technology or innovation do you think will reshape the most our industry over the next 5 to 10 years? Lucas believes that agentic systems will have the most significant impact in the near future. These are systems that consume and absorb information and then take their own action based on that data. They can independently access other systems and complete entire workflows—not just point solutions anymore. For example, in some golf resorts in the US, customer support has been replaced with voice agents that book tee times based on user preferences and weather conditions. This is one of the first times we can truly transform an entire workflow end to end, and that's due to agentic systems. Do you think it is possible in our industry—with tech silos and a very long booking journey—to actually hyper personalize or even personalize? Lucas says personalization is possible, and it is needed. He thinks the hospitality industry may feel under-personalized because we have always valued human touch. As long as personalization enhances human connectivity and does not replace it, it can elevate guest experience. The key is consent and context. Personalization must make a guest feel heard and known, but not watched. It has to avoid artificial empathy. Systems can help by providing the right information—like coffee preferences—but a person still needs to guardrail that use and apply it appropriately, depending on the guest. What is your take on the fine line between personalization and being too intrusive, almost creepy? Lucas shares an example of a hotel that left a condolence letter in a guest's suite after hearing their dog had passed away. For some, that may be appreciated. For others, it may be too much. Whether personalization is intrusive depends on the individual. Lucas believes the experience must be guided by humans, because only humans understand consent and context. We cannot generalize personalization for everyone. Older generations might not like it, younger generations might want more of it. Systems can give the input, but a person has to make the decision: do we use this information, or not? Do you think in a few years we could see a policy for personalization—where a guest sets their preferences at the beginning of the booking journey? Lucas says he hopes so. He emphasizes transparency and openness. What he dislikes is when someone interacts with him using tools or information they do not disclose. If a store is using a system to personalize his experience, he wants to know. Maybe having a policy like accepting cookies online is the way forward, where guests can choose a fully personalized experience or one that is totally neutral. This would give people the power to decide how much personalization they want—and help the industry build trust. About the EHL Open Innovation Summit 2025 This interview was recorded during the EHL Open Innovation Summit in Lausanne, where Hospitality Net joined as official media partner. The event brought together a global mix of thinkers and doers to explore the future of hospitality, food, and travel through open innovation. What made it special was the mix of ideas, formats, and people. It was not only about tech or talks. It was also about people showing up, working together, and sharing energy in real time. Key Figures 385 participants 48 speakers and contributors from more than 20 countries 7 innovation challenges collectively addressed 45 sessions 25 student volunteers 15 F&B startups letting us taste the future 1.5 days of connection, learning, and co-creation Key Insights from the Summit
Associated Press
09-06-2025
- Business
- Associated Press
Charming, Regal, and Award-Winning: The Kings Throne Inn and Guest House Receives 2025 Consumer Choice Award for Bed and Breakfast in Toledo
TOLEDO, OHIO / ACCESS Newswire / June 9, 2025 / A treasured gem in the heart of Ohio's Glass City has just received one of the region's most prestigious accolades. The Kings Throne Inn and Guest House has been named the 2025 Consumer Choice Award Winner in the Bed and Breakfast category in Toledo, recognizing its exceptional hospitality, distinctive ambiance, and unwavering commitment to guest satisfaction. With its creatively themed rooms, locally inspired artwork, and charming blend of comfort and elegance, The Kings Throne Inn and Guest House has captured the hearts of locals and visitors alike. More than a place to sleep, it offers a curated experience-one that blends artistic flair with regal inspiration, making every stay feel like a retreat fit for royalty. 'It's a tremendous honour to be recognized with the Consumer Choice Award,' said the management team at The Kings Throne Inn and Guest House. 'We pour our heart into every detail-from the décor and service to the guest experience-and this recognition means so much to our entire team. Our goal is always to make guests feel at home, while also giving them something truly unique.' A Unique Stay, Crafted with Personality Founded with the vision of transforming traditional hospitality into something whimsical and soul-enriching, The Kings Throne Inn and Guest House set out to reimagine what a bed and breakfast could be. The result? A collection of creatively themed rooms-from literary inspirations and vintage elegance to royal motifs-that offer more than just a place to rest. Each room features hand-selected furniture, custom artwork, and personalized touches that reflect Toledo's vibrant cultural roots while transporting guests to another world. The inn's founders, who bring backgrounds in design, curation, and hospitality, have infused the space with creative energy that's both welcoming and imaginative. Amenities That Elevate the Experience While its artistic character is a major draw, The Kings Throne Inn and Guest House doesn't compromise on the essentials. The inn offers a carefully curated blend of comfort and convenience that modern travellers demand: Guests often rave about the attention to detail and the sense of tranquillity the property provides. Whether visiting for a romantic weekend, a solo retreat, or a cultural exploration of Toledo, the inn has become a go-to destination for those seeking something more meaningful than a typical hotel stay. Community and Creativity at the Core What sets The Kings Throne Inn apart is its commitment to community and local culture. Much of the art throughout the property is created by Ohio-based artists, and the inn regularly collaborates with nearby cafes, theatres, and small businesses to recommend the best of Toledo to its guests. This local-first mindset not only enriches the guest experience but also reinforces the inn's identity as a deeply rooted and community-forward establishment. In an era where travellers increasingly seek authenticity, The Kings Throne Inn and Guest House delivers a sense of connection-both to place and to people. From the moment guests walk through the door, they are welcomed not just as customers, but as part of the inn's ever-growing story. Award-Winning Recognition That Reflects Excellence The Consumer Choice Award is the only organization in North America to recognize business excellence through a third-party research process that is statistically supported and merit-based. Using a proprietary four-step methodology, Consumer Choice Award identifies top-ranked service providers in each industry category and geographic region. This includes analyzing online reputation, verifying presence on trusted review platforms, and conducting in-depth marketplace research. Only one winner is chosen per category, per region, making it a truly exclusive honour that reflects superior performance and brand trust. The Kings Throne Inn's selection in the Bed and Breakfast category reinforces its position as one of the most beloved and highest-rated accommodations in the region. Over the years, the inn has been lauded in travel blogs, featured in regional magazines, and consistently receives glowing reviews on platforms like Google and TripAdvisor. This latest award adds to a growing list of accolades that continue to elevate its standing among travellers and locals alike. Looking Ahead: A Royal Future in Hospitality As The Kings Throne Inn and Guest House continues to grow, the team remains committed to staying true to its roots: offering heartfelt service, artistic expression, and an atmosphere of warm, unpretentious luxury. Future plans include expanding themed experiences, hosting pop-up art installations, and introducing new collaborations with local creatives. For those planning a visit to Toledo-or even locals seeking a memorable staycation-The Kings Throne Inn and Guest House offers an experience that's anything but ordinary. It's a place where charm meets creativity, and where every guest is treated like royalty. To book a stay or learn more, CLICK HERE or visit About Consumer Choice Award: Consumer Choice Award has been recognizing and promoting business excellence in North America since 1987. Its rigorous selection process ensures that only the most outstanding service providers in each category earn this prestigious recognition. Visit to learn more. Contact Information: Sumi Saleh Communications Manager [email protected] SOURCE: Consumer Choice Award press release
