Tech stacks—sets of technologies that are “stacked” together to build applications—have become essential for hoteliers seeking to build scalable and easily maintainable web applications. Tech stacks can be complex, but hoteliers who know how to streamline and optimize their stacks can create an efficient, well-balanced and trouble-free tech ecosystem that guests and staff alike can rely on.
Pick a Good Partner
Kevin Sweeney, chief product officer at Enseo, said there are several key factors that hoteliers should consider when constructing a robust tech stack. The main consideration is partnering with vendors who can deliver on their customers’ vision and support hoteliers’ organizational policies and requirements.
“Look for a partner who has the capability and resources to adapt to support your evolving needs and also advise you on trends or ideas that would benefit your business,” Sweeney said.
He stressed that technology solutions need to be reviewed for data privacy and security alignment with brand and management policies. This includes both software and third-party hardware, where attention should be paid to confirm that the components for the platform will be supported for the life of the agreement and your capital cycle.
“End-of-support dates (typically five to seven years) are widely published by manufacturers and vendors should be informing their customers to the potential required investment for hardware/software refreshes,” Sweeney said. “The risk of end-of-life hardware is that the manufacturer ceases to develop updates—including security patches—and that can leave the entire system vulnerable. This can lead to negative outcomes regarding guest data, cyber insurance and reputation.”
Sweeney added that artificial intelligence applications will positively enhance the future of the guest experience but should be judiciously reviewed within the context of hospitality.
“Your guests’ data is ultimately your responsibility and understanding how and where that data is processed is of paramount importance,” he said. “As technology platforms evolve, the opportunities for tailored guest experiences and personalization are exponentially evolving with AI. Embrace these emerging opportunities to enhance guest touchpoints, but do so with a focus on compliance.”
Pay Attention to System Design
Creating an efficient, reliable and future-proof tech stack begins with deploying a robust internet network design, said Richard Wagner, director of certification and compliance at Nomadix, an ASSA ABLOY company.
“Properties should implement a well-documented, modern cabling infrastructure capable of offering easy troubleshooting and streamlined integration of new applications and services,” Wagner said.
An essential goal, he added, should be to adopt an IP addressing scheme that can accommodate current and future devices, including guest and staff devices, hotel systems, IoT equipment and IP telephony.
“Hotels can leverage current-generation networking equipment, such as switches, access points and firewalls to ensure simplified management and reliable access to the latest security updates,” Wagner said. “To enhance performance and safety, hoteliers should also establish comprehensive security policies for network access, alongside the deploying of gateways capable of managing bandwidth and interfacing seamlessly with PMS and onsite event management systems.”
According to Wagner, ensuring sufficient redundancy and capacity management capabilities are likewise crucial to maintaining a future-proof tech stack. This includes providing backup power through generators or UPS systems for vital network components and ensuring equipment redundancy such as hot standby or backup hardware for critical infrastructure. Adequate WAN capacity should also be deployed to support both guest and staff needs, with optional redundant or burstable circuits further enhancing performance dependability. Reliable DHCP and DNS services should be in place, alongside a consistent device-naming convention and comprehensive authentication systems for guest and property devices.
“This not only streamlines operations and ensures seamless experiences but also provides a secure and robust online ecosystem able to adapt according to hotel and guest needs,” Wagner said.
He also advised prioritizing consistent reporting and monitoring to boost long-term reliability and adaptability of tech stacks. This includes tracking the real-time health and performance of network components, network services (such as DHCP servers) and critical business applications. Adopting proactive alarming systems is strongly recommended to help identify and mitigate potential disruptions before they impact operations.
“Where feasible, leveraging AI-driven monitoring tools can offer predictive insights into network and application performance to identify risks such as hardware degradation or software instability before a failure occurs,” Wagner concluded. “Leveraging these forward-thinking approaches allows hoteliers to stay ahead of issues, maintain optimal service levels and deliver a consistently smooth experience regardless of fluctuating network resource demands.”
Look to the Cloud for Security
David Heckaman, VP of product development, Cloud5, noted that most decisions related to tech stacks in the hospitality industry are made at the brand or flag level and are cloud-based. Some hoteliers, however, are still choosing on-premise solutions. In those cases the management and security of the platform is of the utmost importance.
“If you were a new brand or group starting from scratch, you would definitely want to start with a security mindset and set up your world around security versus it being an afterthought or a secondary consideration,” Heckaman said.
According to Heckaman, many hoteliers have created disparate on-premises systems, then when they’ve attempted to move them ‘up the wire’ and network them, they've realized that if one hotel in the network is compromised all of them get compromised.
“If you're only building one hotel, you have different choices to make than if you're planning on building a group of hotels,” he said.
That’s why, Heckaman added, although some hotels have had a history of using an on-premise system almost all of them have migrated to cloud platforms, which offer dramatically improved system performance thanks to the resiliency of the internet, improved network connections and expanded bandwidth.
“System performance that would have been impossible five years ago is now easy to transport over broader band internet connections at lower cost,” he said. “Above-property systems provide the synergy of systems talking together across a portfolio of hotels. Multi-property platforms hosted on the cloud can do a lot more from a brand level with guest-engaging or guest-serving type of tools.”
Cloud-based systems provide economies of scale not just on the typical systems that people think of as the cloud systems—such as property management and food and beverage—but also some of the ancillary behind-the-scenes systems that improve customer service or staff augmentation, Heckaman added.
Think Modular, Flexible and Adaptable
Broadband Hospitality’s SVP of Technology, Tejan Patel, encouraged several best practices regarding the creation and maintenance of a robust and future-proof tech stack. These include:
- Adaptability. Ensure your technology stack is modular, flexible and can adapt to new technologies to keep up with current market trends. Avoid being locked into proprietary systems and stay vendor-neutral.
- Cybersecurity. Ensure compliance with PCI-DSS and local data laws.
- Regular updates and maintenance. Keep your software and systems updated to maintain security and leverage new features. Regular maintenance will prevent technical issues and downtime.
In addition, don’t forget the human element of the technology stack.
“Ensure that your staff is well-trained and comfortable with the technology in use at the hotel,” Patel advised. “Hotel staff need to have the correct resources to provide support and escalation paths as needed.”
Finally, Patel encouraged properties to work closely with technology vendors to ensure seamless integration and 24/7 support.
“A strong client/vendor relationship or collaboration can help address issues promptly, optimize system performance and provide recommendations to stay ahead of industry trends,” Patel said.
The Benefits of Being Proactive
Hoteliers must be proactive when updating the digital infrastructure of their facilities. Being proactive will help create a framework for faster adoption of new technology, provide a better overall user experience and help keep the hotel competitive. That’s the word from Bryan Slayman, product line manager, EnGenius.
Slayman told Hotel Management that when digital upgrades or system optimizations are considered, hoteliers must review all components of the network infrastructure. This includes ISP connectivity and bandwidth, switching fabric, cabling type and wireless technology to be sure there are no bottlenecks or inconsistencies that will disrupt the guest experience.
“Hoteliers must understand who will be managing the digital infrastructure,” Slayman said. “Will it be the hotel’s IT team or a service provider? This will help the hotelier understand what’s needed to support a new infrastructure, such as monthly or annual costs, staffing, etc. Hoteliers also should have their MSP or System Integrator perform a property-wide site survey to fully understand the need for the infrastructure upgrade.”
To streamline and optimize their tech stacks, hoteliers need a reliable, centralized system that reduces complexity while enhancing performance across all departments. According to Slayman, EnGenius’ Cloud plays a key role in achieving this by providing a scalable, cloud-managed networking solution that simplifies infrastructure management and ensures seamless connectivity for both guests and staff.
“With EnGenius Cloud, hotel IT teams can manage multiple properties networks, such as VPN-routers, power distribution units, access points, switches and surveillance cameras from a single dashboard, reducing time spent on troubleshooting and onsite visits,” Slayman said. “Features such as real-time monitoring, smart alerts and AI-driven diagnostics help maintain uptime and proactively resolve issues before they impact operations. This creates a well-balanced and efficient tech ecosystem where bandwidth is optimized, guest Wi-Fi is fast and reliable and staff systems—from POS to property management—run smoothly.”
Leverage Network Infrastructure
Today’s guests expect an environment that makes their digital lives seamless and consistent from home to the hotel, said Mark Kornegay, group vice president, vertical markets sales, Spectrum Business.
According to Kornegay, to streamline and optimize their tech stacks hoteliers can, and should, leverage their network infrastructure and technology to deploy an optimal ecosystem that staff and guests can rely on for the best experience. He offered these steps to consider:
- Invest in scalable and resilient network infrastructure to ensure all technology solutions deployed work as efficiently as possible. This includes PMS, POS, WiFi, IoT, AI, IRE and mobile apps.
- Consolidate technology providers as much as possible to streamline implementation and maximize accountability. “Disparate systems and vendors create inefficiencies, data gaps and a lack of accountability that can delay resolution of performance support issues,” Kornegay said. “A single source infrastructure provider will eliminate complexity.”
- Choose a technology partner with experience in delivering hospitality-specific solutions. Understanding operational requirements in managing day-to-day operations as well as delivering on guest expectations related to technology engagement is critical.
Kornegay also advised choosing partners with hospitality industry expertise to reduce risk and accelerate the path to innovation and said that treating your network as a strategic asset, not just a utility, will better position your properties to scale and innovate as opportunity presents itself.
Kornegay added that Spectrum Business partners with hotels across the nation to deliver a guest experience that ensures high performance and simplicity so that the user has flexibility and control while visiting their preferred hotel.
“A well-architected tech stack is reliant on well-architected network infrastructure coupled with hospitality specific applications, software and tools,” Kornegay said. “Spectrum Business can help hoteliers build a foundation for modern hospitality operations that helps deliver better guest experiences.”
Catering to the Modern Traveler
Thoughtfully designed technology, paired with a human touch, transforms the guest journey while streamlining hotel operations.
“By integrating advanced options for property technology, hotels can offer personalized, seamless services that cater to modern travelers’ needs,” said Ella Steele, vice president of marketing and public relations, WorldVue.
According to Steele, WorldVue’s “Power of One” philosophy is designed to simplify hotel technology by providing a single point of contact for installation, service and support. This approach combines smart Wi-Fi, interactive TV platforms and contactless options to streamline operations and elevate the guest journey.
The WorldVue HUB™ integrates entertainment, smart room controls and concierge services into one user-friendly platform,” Steele said. ”Whether by enhancing entertainment, improving communication, boosting connectivity or bettering security, a comprehensive technology ecosystem can empower hotels to provide exceptional, tech-driven hospitality with an individualized touch that leaves a positive impression on guests.”
Tech Stacks Statistics
Many hotels use anywhere from 10 to 50 tech vendors and systems to be able to operate effectively.
—Skift Research and Oracle Hospitality
In a recent survey of more than 1,200 hoteliers from around the world, nearly half pointed to data silos as a major hurdle.
—Lighthouse
This article was originally published in the June edition of Hotel Management magazine. Subscribe here.