The new heart of hospitality: Why PMS platforms are driving industry innovation
Today’s PMS platforms have transformed into powerful, interconnected ecosystems that go far beyond room management.
Westin Hotels (then known as Western Hotels) is credited with launching one of the first centralised reservation systems, called Hoteltype, in 1947: an early precursor to today’s PMS and Central Reservation Systems (CRS). However, it wasn’t until the 1970s that dedicated Property Management System (PMS) technology truly began to take shape.
By the mid-1990s, PMS platforms had evolved to unify reservations, check-ins, housekeeping, and billing. In 1995, online booking capabilities were introduced—though it would take several more years before widespread adoption across the industry.
First published in AccomNews. The 2025 Guide to Property Management Software. HERE
Fast-forward to 2025, and today’s PMS platforms have transformed into powerful, interconnected ecosystems that go far beyond room management. These systems now sit at the core of modern accommodation businesses, driving operational efficiency, personalisation, and revenue generation. They are integrated across departments and technologies.
As guest expectations change and technology continues to shape the hospitality experience, PMS providers are adopting AI, automation, cloud-based infrastructure, and API-led integrations to enhance operational efficiency and adaptability. Machine learning is increasingly used to support data-driven decision-making, helping future-proof hotels, resorts, and short-stay accommodation providers.
Cloud-based, scalable, and mobile-first
One of the most transformative shifts in recent years has been the move to cloud-based PMS platforms, and in 2025, this has become the norm. Across all styles of accommodation, operators are now demanding systems that are scalable, secure, and accessible from anywhere.
Mobile-first interfaces are another must-have feature. Managers can now check occupancy, approve rate changes, view housekeeping statuses, or communicate with staff from their phones or tablets—an essential level of flexibility for teams working across departments or sites.
Mobile-first interfaces mean managers can access key data on the go, checking occupancy, approving rate changes, viewing housekeeping statuses, or communicating with staff from their phone or tablet. This level of flexibility has become essential for hotel teams working across departments or across multiple sites.
In addition to access from anywhere, operators now rely on features like automatic synchronisation and the ability to launch deals based on real-time availability. This allows them to respond quickly to changing demand and optimise performance in real time.
AI-driven automation
Artificial intelligence and machine learning are redefining what PMS platforms can do. From intelligent upselling prompts to predictive maintenance alerts, these tools are helping operators stay ahead of both guest needs and operational demands.
AI-powered revenue management tools now dynamically adjust pricing based on real-time demand, competitor benchmarking, and broader market signals, enabling smarter, more agile decisions beyond what historical data alone can provide.
Even guest communication is becoming more intelligent. Integrated chatbots can respond to FAQs and escalate to staff members when required, share check-in instructions, and make tailored suggestions based on previous stays.
Additionally, PMS systems can effortlessly maintain communication with guests throughout their stay.
From an operator’s perspective, the Founder and Managing Director of The Accommodation Project, Emily Stephens, says: “A good system should support at least three types of guest communication—confirmation, pre-stay, and post-stay messages. And all of these need to have the ability to be personalised to your property.”
Seamless guest experience
Today’s PMS systems are designed to support a seamless guest experience across every touchpoint—from pre-booking information to encouraging post-stay feedback. Integrated guest profiles allow operators to personalise communications, room preferences, and service delivery without jumping between systems.
Self-service check-in kiosks, mobile room keys, automated digital compendiums, and real-time messaging platforms are now integrated with the PMS to ensure consistency and ease throughout the guest journey and catering to preferences for the modern-day guest. By eliminating manual processes and paperwork, operators are delivering faster, more responsive service.
Importantly, modern PMS platforms are also making it easier for properties to comply with accessibility and inclusivity standards by allowing guests to communicate specific needs prior to arrival and ensuring those preferences are carried through to staff workflows.
Integration is everything
The days of clunky, siloed systems are long gone. In 2025, best-in-class PMS platforms prioritise open APIs and seamless integrations with booking engines, payment gateways, CRMs, POS systems, housekeeping apps, and OTA channel managers.
This level of interoperability not only reduces admin burden but also creates new revenue opportunities, such as automated upselling, spa bookings, or dining suggestions, streamlined through a single dashboard.
A built-in channel manager is also a major advantage, streamlining operations and reducing the risk of double bookings. It can be a cost-saving measure too, as using a single, integrated system is often more affordable than managing separate PMS and channel manager subscriptions.
What’s clear in 2025 is that the PMS is no longer just a back-office tool. It has become the strategic hub of operations, informing decisions about staffing, marketing, pricing, guest experience, and loyalty.
Forward-thinking operators are leveraging their PMS data not just to run a property efficiently, but to understand guest behaviour, identify new revenue opportunities, and drive brand loyalty.
On a final note, Ms Stephens emphasises that the most important factor is finding a system that feels right for you and your property. “It’s essential to choose a platform with all the necessary bells to keep operations running smoothly, without so many whistles that it becomes overwhelming to use.”
Sarah is a freelance journalist with experience across print, digital and audio. After working for Multimedia Publishing as a contributing writer, she has recently joined the team in a part-time capacity for School News AU and AccomNews.