Which hospitality sector is winning in tech, and what can others learn?
Well I think it’s clear from ITB that the whole of hospitality tech is leading the way. I used to come here as an airline provider and walk the floors—halls two, three, and four were packed. But now, hospitality tech halls are where all the action is. It’s full of new players, new platforms—people are interested and buying.
Do you think the future is tech-enabled hospitality?
Yes—with the accent on ‘enabled.’ Everyone we speak to in hospitality still values the human element. They want to keep their staff and the personal service. So tech is here as a support—not a replacement. As a PMS, we’re right in the middle of it all, helping ensure that tech supports, rather than overrides, the guest experience.
How can hoteliers maximize tech investments for revenue, efficiency, and guest experience?
There are more point solutions than ever—messaging, chatbots, loyalty. But the risk is integration. Many hospitality teams don’t have IT departments to manage it. So I recommend starting with your core system—like a PMS—and then building an ecosystem around that. It’s about solving a business problem, not buying tech for tech’s sake.
Amid ITB’s innovations, how can hoteliers stay agile and choose the right tech?
Start with your pain point. What are you trying to fix? Is it guest communication? Website conversion? Loyalty? Start with that and find a tech partner that integrates well with your existing setup. That’s how you find ROI and avoid the noise.
How can technology help hoteliers unlock new revenue beyond room sales?
At RMS, we’ve enabled space monetization for over 10 years. Hotels are now renting out things like laundry machines to local students or offering pool access to non-guests. These ideas are easy to configure with a good PMS and are great revenue streams.
How can hotels use tech to deliver authentic personalized experiences while also catering to business guests?
It starts with knowing your audience. Whether it’s families or business guests, storytelling through your website and socials is key. Don’t use stock photos—use your staff and guests. Let tech handle admin like pre-arrival forms so staff can focus on creating real guest connections.
Is the future of hospitality tech in specialised platforms or all-in-one solutions?
Right now we’re seeing a lot of point solutions, but it’s consolidating. Operators are realising they’re spending too much on tech they can’t fully leverage. I believe we’ll see a shift to unified platforms. That’s where RMS is going—we aim to be the main control point with strong integrations.
What are you most excited about for RMS in the next year?
We’ve got a brand refresh, a new website, and major expansion in the UK and US. Our payments platform is rolling out in key markets, and we’re launching a new booking engine. At RMS, we’re committed to strengthening our PMS and expanding what we offer without losing focus on what we do best.
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