From PMS to generative AI — how hotel tech emerged, evolved, and is reshaping the industry in 2023
What's in this report?
Hospitality as we know it has over a century of history. For decades, 'hotelier' was a dream job. Hotel management became its own field of study.
But that legacy is a double-edged sword. Digital transformation costs more and takes longer in hospitality than in younger industries. And COVID-19 made it clear: going digital isn't optional anymore.
That's why ONDA is publishing our second annual Hotel Technology Report — a guide to the tech reshaping hotels right now.
This year, we've split last year's 'Guest Experience' section into three focused chapters: Contactless & Keyless Solutions, AI Chatbot Concierge Services, and Smart Room Management Systems. These are the areas seeing the fastest innovation. And next year? Expect Generative AI to take center stage.
Hotel tech is no longer a nice-to-have. It's infrastructure. Making the right moves early matters. ONDA is here to be your digital transformation partner — every step of the way.
This report is for you if you're wondering: 🏨 Does my hotel need generative AI or hotel tech — right now? 🔍 How did property management systems (PMS) evolve into what they are today? 🤔 What hotel tech took off after COVID-19? 🤖 How will generative AI impact the hotel industry?
Table of Contents
Part 1. The Hotel Tech Ecosystem
Part 2. The Evolution of Hotel Technology
- The operational backbone: PMS
- The shift to cloud-based SaaS PMS
- Online distribution: OTAs and metasearch
- Managing multiple channels with CMS
- Driving direct bookings via booking engines (BE)
- The rise of B2B bed banks (wholesalers)
- Forecasting demand with BI (business intelligence)
- Revenue optimization through RMS
- Building guest loyalty with CRM
- COVID-19's push toward contactless and keyless solutions
- AI-powered chatbot concierge services
- Smart room management systems
Part 3. Generative AI — The Biggest Shift Since the iPhone
- How generative AI is impacting hospitality
- In what order will generative AI reshape hotels?
- Does your hotel need generative AI and hotel tech — right now?
Preview
This report was discontinued as of April 23, 2026. For inquiries, please contact contact@onda.me.