Building the right hotel tech stack: Essentials, challenges, and practical tips

For hotel managers and hospitality professionals, technology has shifted from being a nice-to-have to a must-have for running a successful business. Whether you’re managing bookings, streamlining operations, or connecting with guests, your hotel tech stack plays a pivotal role. But with so many tools available, how do you choose the right ones without creating a confusing web of systems?

If you’re feeling overwhelmed, don’t worry. This guide will break down everything you need to know about building an efficient and effective hotel tech stack. From the essentials to common pitfalls (and how to avoid them), we’ll bring clarity to your hotel’s tech decisions.

What is a hotel tech stack?

A hotel tech stack refers to the combination of software and digital tools that hotels use to manage operations, deliver exceptional guest experiences, and drive revenue. It includes everything from property management systems (PMS) to guest messaging platforms.

Hotels used to rely on just a few basic systems like a PMS and point-of-sale (POS) software. But as guest expectations grow and operations become more complex, the hotel tech stack has evolved into a diverse ecosystem of tools that touch every aspect of a property’s operation.

The goal of the tech stack is simple:

• Optimise operations: Reduce manual tasks and improve efficiency.
• Boost revenue: Help you make smarter pricing, distribution, and marketing decisions.
• Enhance guest satisfaction: Create a smoother, more enjoyable experience for your guests.
  
  

But building the right stack can be tricky, especially with so many options on the market.

Hotel tech stack essentials: What you really need

Not every shiny new tool is worth the investment. Before diving into the next big thing, let’s focus on the essentials. Here’s what every hotel tech stack truly needs:

1. Property Management System (PMS)

The backbone of your daily operations. A PMS handles reservations, check-ins/outs, housekeeping, and billing. Opt for a modern, cloud-based PMS that integrates easily with other systems.

2. Channel Manager

Your channel manager ensures that room inventory and rates stay synced across online travel agencies (OTAs) like Booking.com and Expedia. It prevents overbookings, reduces manual updates, and helps maintain pricing consistency.

3. Booking Engine

Reduce your dependence on third-party OTAs by enabling direct bookings on your website. A good booking engine will simplify the reservation process, save you commission fees, and boost guest loyalty.

4. Revenue Management System (RMS)

An RMS uses data and predictive analytics to optimise your pricing strategy. It ensures you’re offering the right price at the right time to maximise your revenue and occupancy.

5. Guest Messaging Platform

Guests expect quick and clear communication across multiple channels – be it a WhatsApp message, email, or social media. Platforms like HiJiffy centralise these messages, automating answering FAQs, upselling offers, and providing support around the clock.

6. CRM and Marketing Automation

Customer Relationship Management (CRM) systems store guest data, letting you personalise communication and marketing campaigns. Combine this with automation to retarget guests, promote upgrades, or send stay reminders.

With these core tools in place, you’ll cover the essentials. The key is investing in scalable and customer-oriented systems which focus on ease of use for both staff and guests. Some tools out there can do more than you might expect, so it’s worth exploring their full capabilities. Take HiJiffy, for example – it’s designed to automate guest communications, but it can also be a good match to handle your hotel’s CRM needs efficiently.

Avoid overcomplicating your hotel tech stack

A frequent mistake many hoteliers make is buying too many systems that don’t work well together. This leads to what’s often called a “Frankenstein stack” – a messy patchwork of disconnected tools. Here’s why that’s a problem:

• Disjointed workflows: Staff waste valuable time navigating between platforms or duplicating manual tasks.
  
  
• Siloed data: Without integration, systems can’t share information. This leads to missed revenue opportunities and fragmented guest experiences.
  
  
• Tech fatigue: Employees, already stretched thin, may resist new technology if it’s confusing or hard to use.

Remember, more tools don’t equal better tools. Aim for a stack that is lean, well-integrated, and aligned with your hotel’s specific needs.

How to build your hotel tech stack

Building the ideal hotel tech stack requires a thoughtful and practical approach. Follow these steps:

1. Start with your goals

Identify what you want to achieve. Do you want to increase bookings? Improve operational efficiency? Enhance the guest experience? Your goals will guide your tech choices.

2. Audit your existing tools

Review the systems you’re already using. Are there overlapping tools? Underused software? Identifying gaps and inefficiencies is a good starting point.

3. Prioritise integration

All tools in your stack should “talk” to each other. This eliminates data silos and streamlines operations. Look for platforms with open APIs or pre-built integrations.

4. Choose scalable solutions

Your tech stack should grow with your business. Scalable systems allow you to expand without costly upgrades or complete overhauls.

5. Focus on guest experience

Choose tools that remove friction for your guests. For instance, HiJiffy enables such communication, helping guests with booking changes, room upgrade requests, or answering FAQs.

Following this approach ensures your tech choices align with your business vision, both now and in the future.

Hotel tech stack do’s and don’ts

To simplify your tech-buying decisions, here are some dos and don’ts:

Do:

✔ Opt for cloud-based, mobile-friendly platforms.
✔ Prioritise tools that integrate with your PMS.
✔ Ensure the platforms are user-friendly for your staff.
✔ Automate repetitive tasks, such as sending pre-stay instructions or reviewing FAQs.

Don’t:

✘ Purchase software without a clear ROI.
✘ Ignore your team’s feedback – they’re the ones using it daily.
✘ Underestimate the power of guest messaging.
✘ Rely solely on outdated legacy systems.

Remember, automation tools like HiJiffy can deliver massive time savings while personalising and enriching the guest experience.

Why integrations are critical in a hotel tech stack

Integrations are the glue that holds your tech stack together. Without integrations, you risk data silos, disconnected workflows, and inconsistent guest experiences.

Here’s why they matter:

• Data syncing: Allows real-time updates across systems, ensuring consistent and accurate data.
• Improved staff efficiency: Fewer platforms to jump between means less wasted time.
• Simple guest journeys: Guests won’t notice the technology, just an effortless experience from booking to checkout.

For example, HiJiffy integrates with leading PMS and CRM platforms to deliver end-to-end guest communication. From pre-booking queries to post-stay follow-ups, all interactions are unified.

Build smart, stay flexible

Your hotel tech stack can be the difference between a good operation and a thriving one. By investing in the right tools, focusing on integration, and prioritising guest experience, you’ll create a system that supports your team and wows your guests.

Is your hotel tech stack ready for the future? Take the first step by exploring how HiJiffy’s AI-powered communication platform can enhance your setup – book a demo with one of our specialists to see how it could benefit you and your teams.