While technology leaders were optimistic about PMS technology’s potential to transform hospitality, Oswald and O’Donnell shifted the focus to the industry’s pressing challenge: labor shortages on both sides of the front desk. They stressed that the most valuable technologies today are reliable and intuitive, placing the responsibility on tech leaders to ensure consistent service.
Improving operational efficiency
When asked how PMS providers help hoteliers control costs, Harris cited data fragmentation as a key issue.
“Most hotels use 20 different systems, creating disconnected data that harms efficiency and revenue,” he said. “This fragmentation complicates staff training, system upgrades, and impacts the bottom line.”
Harris argued that integrated platforms like Cloudbeds transform operations by using unified data and AI to turn interactions into sales opportunities.
“Front desk staff can act as personalized sales reps, identifying upsell opportunities in real time,” he…
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