During the recent Hospitality Show in San Antonio, Texas, industry leaders gathered to discuss the evolving landscape of property management systems (PMS) in the hospitality sector. The event, which took place at the Henry B. González Convention Center and was organised by Questex in conjunction with the American Hotel & Lodging Association, welcomed a wide array of industry professionals, including Adam Harris, CEO of Cloudbeds, and Jacob Messina, CEO of Stayntouch.
The discussion centered on the crucial role PMS technology plays in enhancing operational efficiency and addressing the pressing challenges posed by rising costs and labour shortages. In particular, the panel, which also featured insights from Charles Oswald, CEO of Aperture Hotels, and Chris O’Donnell, COO of Atrium Hospitality, highlighted the need for intuitive technologies in ensuring consistent service delivery.
Harris emphasized the impact of data fragmentation in the hospitality sector. “Most hotels use 20 different systems, creating disconnected data that harms efficiency and revenue,” he commented. He articulated the advantages of adopting integrated platforms like Cloudbeds, which leverage unified data and artificial intelligence (AI) to transform guest interactions into sales opportunities. “It’s not about cutting costs, but creating smarter operations that enhance the guest experience and profitability,” Harris remarked.
Messina reinforced this sentiment by advocating for cloud-based solutions that can alleviate the financial burden of outdated infrastructure and ensure seamless updates without additional charges. “Unlike legacy systems that drain IT budgets, our cloud-based platform helps hotels cut costs where it matters most,” he stated.
Labour shortages emerged as a significant theme during the conversation. With turnover rates in the hospitality industry reaching as high as 75 percent, both Messina and Harris underlined the necessity for efficient staff training and retention strategies. Messina explained that Stayntouch’s user-friendly PMS can train employees in just two days, enabling hotels to tap into diverse talent pools while focusing on enhancing guest service.
Automation was identified as a key driver for efficiency, with Messina noting that it has the potential to save up to 69 percent of employee time by managing repetitive tasks. “With over 1,200 integrations, we reduce busywork, freeing staff to focus on guest service,” he elaborated. He also mentioned innovations such as guest-facing kiosks, which facilitate rapid, staff-free check-ins—a particularly advantageous feature for extended-stay properties.
Despite the evident benefits of updating PMS technology, many hoteliers remain hesitant due to concerns over complexity and implementation timelines. Messina highlighted the advantages of their multi-property management system, which can significantly streamline this process. “Hotels using our templates see a 70 percent reduction in the time it takes to go live with new properties,” he stated.
The discussion also illuminated the relationship between data utilisation and creating meaningful guest experiences. Harris posited that fragmented data can lead to poor interactions by failing to reflect a guest's journey and preferences. He asserted, “A modern PMS is about connecting human experiences, not just technology,” suggesting that integrated systems can provide insights that allow hotels to tailor every guest interaction effectively.
Both technology leaders stressed the importance of flexibility within hotel systems. Messina reiterated the value of Stayntouch’s open-API architecture, which allows for extensive customisation. “Hoteliers should have the freedom to choose the solutions that best fit their business,” he remarked. Harris added that Cloudbeds is committed to creating responsive systems that work harmoniously to enhance guest experiences, stating, “The future of hospitality technology isn't about how many systems you can connect, but how well they work together.”
The Hospitality Show 2024 marked a notable increase in participation, with 4,800 attendees and 460 exhibitors—representing a 26 percent increase in attendance and a 43 percent rise in vendor participation compared to previous years. The next edition of the show is scheduled for October 26–28, 2025, at the Denver Convention Center, spotlighting ongoing advancements and discussions in the hospitality technology sector.
Source: Noah Wire Services