Navigating hospitality tech transformations: Insights and best practices
In today's rapidly evolving hospitality landscape, technology isn't just a nice-to-have—it's essential. However, integrating new tech solutions involves far more than just selecting software and flipping a switch.
Recently, Dragonfly Strategists’ Founder & CEO, Caryl Helsel, had the privilege of joining Trevor MacLean, Director of Partnerships and Growth at Event Temple, for an engaging webinar titled "From Selection to Success: A Hotelier's Blueprint for Tech Transformation and Team Buy-In."
Aligning technology with guest experiences
One of the most critical aspects of tech transformation is ensuring technology aligns directly with the desired guest, employee, and club member experiences. A memorable example is a hotel that installed a Property Management System (PMS) without essential mobile and kiosk functionalities that were crucial to their vision. They had to replace the system just 30 days before opening. Clearly defining the experiences that you aim to deliver—and selecting technology accordingly—is foundational for success.
Essential Considerations in Selecting Your Tech Stack
In my discussion with Trevor, I outlined three crucial considerations when guiding hotels through tech stack transformations:
Guest and employee experience: Technology should actively enhance—not complicate—the guest and employee experiences. Prioritizing user needs early on ensures long-term satisfaction and operational effectiveness.
Due diligence: Properly vetting potential technology partners is vital. I highly recommend using Request for Proposals (RFPs) to clarify vendor capabilities, maintain accountability, and streamline decision-making.
Cultural fit: Cultural alignment between your hotel and technology partners is critical. A mismatch, like pairing a traditional hotel with overly cutting-edge technology, can cause significant disruption.
“As Founder & CEO of Dragonfly Strategists, I’ve dedicated my career to guiding hotels through strategic and operational changes that drive revenue and enhance guest and employee experiences.”
Single vs. Multi-Property: Tailoring Tech Solutions
Another significant point we covered was the difference in technology needs between single hotels and multi-property groups. Single properties usually benefit from simpler, tailored solutions, whereas hotel groups need scalable, enterprise-level platforms capable of consistent, efficient management across locations. Features such as unified rate management and consistent guest experiences become critical at the enterprise level.
Navigating Integration Complexity
There's an ongoing debate within our industry about choosing between a single-source solution or multiple best-in-class solutions. Trevor and I discussed the complexities of integration and the importance of carefully deciding between individual solutions or a unified platform.
Managing multiple, sometimes disconnected software solutions is a reality for many hotels. Integration complexity is a significant challenge. Successful integration typically requires dedicated management resources or expert partnerships. Mismanaged integrations can cause operational inefficiencies, unhappy guests, and ultimately, lost revenue.
The Importance of Change Management
A critical takeaway from our session was the importance of change management. It’s often overlooked but is essential for successful technology adoption. Clear communication, comprehensive training, stakeholder involvement, and identifying internal champions can significantly ease resistance among staff and foster smooth transitions.
In addressing team resistance, I recommend actively listening to employee concerns, clearly articulating the vision and benefits, and involving team members throughout the decision-making process.
Vendors as Partners in Change
Tech vendors play a critical role as proactive partners in change management. Vendors who provide robust training, share best practices, and help teams adapt processes, terminology, and workflows significantly improve the success of tech implementations.
RFPs: A Necessary Tool for Due Diligence
RFPs remain a valuable tool for clearly articulating requirements, streamlining vendor selection, and ensuring accountability. While they alone can't measure cultural fit, combining RFP results with direct vendor interactions creates a balanced and effective selection process.
Leveraging AI to Complement Hospitality
We also explored the role of Artificial Intelligence (AI) in hospitality. AI offers powerful opportunities to boost operational efficiency and enhance guest experiences. I frequently highlight AI's potential in automating repetitive tasks like reservations, customer inquiries, menu pricing, and demand forecasting. However, I firmly believe AI must complement—not replace—human interaction. Hospitality, at its core, relies on human connections, and technology should always support this essential aspect.
Final thoughts: Strategic implementation matters
My most important advice to hoteliers navigating tech transformation is straightforward: never rush technology decisions. Invest in thorough due diligence, confirm cultural compatibility, and ensure robust change and project management. By doing so, hotels can prevent operational disruptions and position themselves for sustained success.
I want to thank Event Temple for hosting this insightful conversation. As technology reshapes hospitality, careful planning and strategic decision-making remain essential tools for success.
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Why Dragonfly? Transformation at our core
Dragonflies symbolize transformation, agility, and positive change—qualities deeply embedded in Dragonfly Strategists' mission. We come alongside hotels and hospitality businesses to guide and support them through essential transformations, particularly when it comes to embracing new technologies and operational innovations. Our goal is clear: transforming strategy into revenue by partnering closely with hotels to implement tailored strategic solutions.