Lodging

The evolution of customer engagement technologies is leading to deeper and more meaningful connections with guests, and hospitality operators are hoping -- ultimately – to increased sales. Last year's first ever Customer Engagement Technology Study proved the importance of CETs in the industry. This year, the study was repeated to learn how the segment has changed and how CETs are contributing to guest loyalty, differentiation, competitive advantage and bottom line. Insights were culled from execs who collectively oversee 81,748 restaurant units and 5,705 hotels worldwide across all market segments, resulting in 143 finding on how operators are engaging guests.

Traditionally the property management system has been positioned as the central component in hospitality operations, however as the industry evolves and guests take more control of their stays, is a retooling of the term PMS a necessity to stay abreast of trends?