The COVID pandemic forced hospitality leaders to make rapid decisions, particularly in response to labor shortages and operational challenges. Many turned to technology to fill gaps in the guest journey without conducting in-depth research to ensure the best fit for their properties. Now, as pandemic-era contracts come to an end, hotel general managers and decision-makers face a new era of strategic technology selection.
Lessons from Rapid Decision-Making
During the peak of the pandemic, many hoteliers sought immediate technological solutions to streamline operations, enhance efficiency, and address labor shortages. As a result, numerous contracts were signed without thorough evaluations of alternative solutions. Today, as industry leaders assess the long-term impact of these choices, many are questioning whether the selected technologies truly align with their operational needs and financial goals.
Independent Hotels vs. Chain Hotels: Decision-Making Realities
For independent hotel general managers, the ability to choose the best technology solution offers flexibility, but the sheer number of available options can make the search overwhelming. The vast array of vendors, each promising cutting-edge solutions, makes fair comparisons challenging, often leading to decision fatigue.
For hotels within large chains, technology selection is somewhat streamlined as corporate offices provide an approved list of vendors. While this simplifies procurement, it can also present challenges. If a general manager identifies a more suitable solution outside the corporate-approved list — whether due to cost, functionality, or operational fit — navigating the approval process can be difficult, if not impossible, given the bureaucratic constraints.
The Rapid Growth of Hospitality Technology
The hospitality technology sector is expanding at an unprecedented rate, with new products entering the market almost daily. Solutions range from AI-powered concierge services and automated housekeeping management to cloud-based property management systems (PMS). This rapid evolution makes it even more critical for hoteliers to stay informed about emerging trends and innovative suppliers.
The Importance of Localized Solutions
One increasingly relevant consideration is the role of local technology providers. A local supplier who understands the unique challenges of a specific market or hotel type may offer a more tailored, hands-on approach than larger international vendors. Localized solutions often come with better customer service, faster response times, and an understanding of regional compliance requirements, making them a viable alternative to global brands.
Moving Forward: Smart, Informed Decision-Making
As general managers and corporate leaders step into this new phase of post-pandemic technology assessment, a few key strategies can ensure better decision-making:
- Conduct a Thorough Needs Assessment – Define the specific problems that need solving before exploring solutions.
- Engage in Comprehensive Research – Avoid relying solely on marketing materials; seek peer reviews and case studies.
- Pilot Test New Technologies – Whenever possible, conduct trials before committing to long-term contracts.
- Evaluate Local vs. Global Suppliers – Consider the advantages of local vendors in terms of customization and service.
- Leverage Industry Networks – Connect with other hoteliers to share insights and experiences with various technologies.
The hospitality industry is entering a new digital era, where informed decision-making is more critical than ever. By learning from the rapid choices made during COVID and applying a structured approach to technology selection, hotels can ensure they adopt solutions that truly enhance operations, guest experiences, and financial performance.
