Like an orchestra conductor, Maestro’ s PMS seeks to direct the entire hotel operation. Earlier this year, it unveiled its development roadmap for 2025 that included enhancements requested by its customers, from payment processing to document management and refreshed interfaces. And while a robust PMS with all the latest bells and whistles is a pursuit by Maestro and its competitors, no technology tool is complete without human backup, something Audrey MacRae, EVP of Maestro, calls crucial.“ Hotels’ most significant struggles are not around operational components; instead, most hotels face difficulty accessing support, particularly from knowledgeable live agents,” |
she said, while also, in a nod to AI, underscoring the usefulness of AI attendants and chatbots(“ If an AI can be trained to provide answers to user queries, it can help operators perform often tricky tasks, such as making a shared reservation or adding a guest’ s meal to their folio”). " Hoteliers deserve to receive full |
support for the tools they invest in.” MacRae said that defining what a good PMS is not a uniform exercise but a bespoke answer. Naturally, a city-center hotel will have different requirements from a resort property, and within those segments, a golf resort’ s needs will differ from a convention destination. But, |
Audrey MacRae, EVP, Maestro
“ All PMS software must work consistently, be mature, offer stability, and provide choice,” she said.“ Having the option to deploy the hotel PMS over the cloud or using an on-premises installation is essential to some operators. There is no one-sizefits-all technology application in hospitality.”
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OTA Sync |
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HQ: Belgrade, Serbia |
Find them @: otasync. me |
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Great businesses often begin with a flicker of an idea. Such is the case of OTA Sync, an upstart in the PMS marketplace, where seven years ago two friends on vacation came up with a then amorphous plan to build out a tool to serve a market gap, motivated to help hotels and short-term rentals improve their business performance through a“ make it simple, make it strong” ethos. The best PMS solutions don’ t just help hotels manage rooms— they help them optimize operations, enhance guest experiences and drive profitability, said Djordje Jevtic, co-founder and CEO of OTA Sync.“ As technology |
evolves, hotels that embrace next-generation PMS solutions will stay ahead.” How? The last few years have brought significant improvements to PMS technology, Jevtic said, including automation and AI driven insights, embedded |
payment solutions, guestfacing tech, hyper-personalized guest profiles and open API ecosystems. The future could be brighter.“ Artificial intelligence and machine learning will continue shaping the future of PMS technology,” Jevtic |
Djordje Jevtic, co-founder & CEO, OTA Sync
said. Expect: more predictive analytics, smarter automation, voice and IoT integrations and deeper personalization. Here’ s a thought: The PMS will become so robust, so intuitive that“ the back office will slowly disappear,” Jevtic said.
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66 hotelsmag. com May / June 2025 |