Embracing guest centricity over transactions
Booking.com, Amazon, and Uber have already adopted guest-centric models. It's time for the hospitality industry to follow suit
For thirty years, the basic functions of PMSs have remained largely the same. Although the interfaces have evolved, the basic operations have not, creating a significant barrier to achieving efficiency and customization.
Key takeaways
- The conceptual framework for a guest-centric IT solution is simple: all systems along the customer journey must either use or synchronize with the central profile;
- Interfaces are the second pillar of this strategy. Two-way interfaces must facilitate real-time data exchange, and a robust API infrastructure is critical to enable seamless system integration;
- The "golden record" is the cornerstone of true hospitality success. A guest-centric IT approach is not just aspirational, it is essential.
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