The operators we work with often frame technology decisions as procurement. Which PMS. Which POS. Which access system. Which review platform. The framing is a mistake. Every one of these is a hospitality decision.
A slow PMS is a slow check-in. A clumsy POS is a clumsy dinner. A confusing access system is a confusing arrival. The guest does not distinguish between the software and the service; they only experience the sum.
We evaluate every technology decision against a single question: does this reduce the distance between the guest and the outcome? If the answer is yes, it belongs. If the answer is no, no discount justifies it.
The best operators treat their stack like a service brief. They design it. They audit it. They retire it when it fails to serve. Technology is not IT. It is hospitality by other means.
Written by
Angelieque Pelle
Founder of InOrder. Writes on the craft of running things well.