The hospitality industry finds itself in a number of technological transformations. From guest-facing solutions to operational platforms, the legacy technology which once ruled our sector is slowly being replaced by modern, more agile solutions. Once slow to adopt new technology, the hospitality industry is now turning to mobile-friendly, cloud-based platforms to provide a more personalized and streamlined guest experience.

But in spite of their promise, hoteliers are realizing that not all PMS platforms are created equal 一 requiring new vetting process to separate the technological wheat from the chaff.

Legacy PMS - not designed for modern demands

It goes without saying that there are a myriad of PMS solutions available in the market, with each offering hoteliers its own set of advantages and disadvantages. Between all of these different features, however, there is one differentiator that demands some clarification — the Application Program Interface (API).

An open API is an integral component of any software application, establishing vital program-to-program compatibility to ensure cross-functionality between multiple platforms. For hoteliers, this means having a PMS that can interact with other apps currently in use across the hotel. In this sense, the API of a platform acts as the master key, or the ‘translator’ between platforms.

This is especially important within our industry, as hotel properties often require a robust ‘stack’ of platforms and applications to run at peak efficiency. No one system can offer a hotel every capability and function they might require to exceed expectations at every point in the guest journey. Rather than forcing a ‘one size fits all’ solution, hotels develop relationships with a number of vendors that specialize in different areas of the guest experience, creating a custom technology stack that meets their particular needs. This is why an open API is so important — It gives hotels the most freedom to choose the stack that meets their needs now, and scale as their business grows and technology advances.

Like hotels - not all APIs are created equal

Imagine this — it’s Christmas, and you were hoping to receive the latest iPhone. Rather than getting your hands on the coveted Apple device, you’re gifted a dated Blackberry presented in iPhone packaging. Despite your initial excitement, once unwrapped, you realize it’s not the device you wanted. Further, this device lacks much of the integral functions you were hoping to utilize with the new iPhone.

This is what happens with many APIs.

While the initial service set of legacy systems may have previously suited a hotel’s needs, they simply do not have the capacity to grow and evolve with the property. From the outside, they might look like an iPhone, but on the inside, they’re just an outdated Blackberry.  As guest expectations continue to evolve, legacy systems 一 which are severely hampered by costly integration and upgrade fees 一  simply won’t be able to keep up.

As hoteliers become more aware of the limitations of legacy systems, they are a preference for modern, more flexible solutions. In fact, Skift’s interviews with various hotel executives confirm a growing desire to evolve away from costly legacy technology systems to new, mobile-focused solutions. Legacy systems are often expensive to maintain, difficult to upgrade, and put hotels at an information disadvantage, keeping insights locked inside siloed databases unavailable to the staff that need them.

So what’s the problem if a legacy vendor says they can adapt?

Legacy system providers see the writing on the wall, and are starting to repackage their platforms as offering supposedly “mobile-friendly” options such as cloud-based implementation and open APIs. Unfortunately, the devil is in the details, and legacy systems can rarely offer the same robust level of capabilities as systems which were developed to be mobile from the ground up.

The problem is that many legacy companies continue to narrowly view technology partnerships as another way to make money, rather than as part of a broader partnership strategy. Ryan King, the Director of Strategic Partnerships at StayNTouch, elaborates, “Rather than requiring a one-time fee to ensure seamless integration across platforms, those [legacy] vendors would charge an interface fee as well as the secondary system provider fee. But as hotels continue to evolve their guest offerings and require more robust technology, they will have no choice but to rely on various third-party providers for the various services they need. If those providers adhere to a legacy model, it simply creates unnecessary barriers for hotel's hoping to utilize that technology."

Today’s hoteliers are becoming hyper-aware of evolving guest demands and the influence of digital systems. Although legacy systems can make big claims, their technology lacks the scalability to live up to modern expectations. Ultimately, they are trying to disguise a dated Blackberry device in the packaging of an iPhone 一 and hoteliers are starting to pick up on the ruse.

About the Author

Nicole Dehler, Vice President of Product Management StayNTouch, A Shiji Group Brand

Nicole spent more than 12 years in the Regional Divisions of MICROS Systems, divided between Product and Project Management of Property, Sales Force and Central Reservations Systems. She led the Enterprise Team in Asia Pacific as Director of Operations, looking after large scale software implementations as well as managing the regional launch of E-Commerce products and Smartphone applications. Nicole joined StayNTouch in early 2013, spearheading the PMS development, strategy, innovation and growth from the very beginning.

About StayNTouch

StayNTouch brilliantly connects guests to hotels. StayNTouch delivers a full Hotel PMS, and PMS Mobile Overlay bring mobility to both hotel staff and guests. Via any tablet or touch device, Guest Service and Housekeeping have mobile access to PMS via a touch-optimized interface. Guests, from their smart phone, can self-check-in and out, view room bill and receive upgrade promotions. StayNTouch dramatically streamlines operations and increases margins, and revolutionizes how the hotels connect and engage their guests and how guests experience their hotels.

StayNTouch is a "Software as a Service" mobile hotel property management system (PMS) company focused on developing solutions that help hotels raise service levels, drive revenues, reduce costs, and ultimately change the way hotels can captivate their guests.

Developed with mobility in mind, the pioneering platform enables hotels to create long-lasting relationships with their guests by delivering personalized service levels that today's guests require. StayNTouch operates on tablets and smartphones, empowering hotel employees to go above and beyond in exceeding guest expectations at every touch point.

Powering over 90,000 rooms globally, our game-changing solution frees hotels from the constraints of legacy or premise systems, dramatically streamlines operations, increases margins, and revolutionizes how front-line staff connects with guests.

StayNTouch is a trusted partner to many of the most forward-thinking hotels, resorts, casinos and chains in the industry, including Yotel, Zoku Amsterdam, Conscious Hotels, Valencia Hotels, The Freehand Hotels, First Hotels, Modus hotels, and the Fontainebleau Miami Beach.

StayNTouch was founded in 2013 by Jos Schaap. After their initial investment in StayNTouch in 2016, Shiji Group acquired StayNTouch in 2018.