Hospitality operators are spending more time addressing system errors and data issues as increasingly complex technology environments create operational challenges, according to new research from technology platform providers RMS and RoomPriceGenie.
The full report, “The Hospitality Engineer: Why every operator needs to think like an engineer,” found that businesses are managing up to 10 or more systems at once, while smaller properties typically operate four to six platforms.
“Being great at hospitality is no longer enough. Operators need a technology mindset,” Sandrine Zechbauer, chief marketing officer RMS, said in a statement. “The real issue is not how many systems a business uses, it is how well they are connected. That is where the ‘Hospitality Engineer’ mindset comes in. It is about combining service instinct with a practical understanding of integrations and data, so teams can reduce manual work and remove the operational friction that holds them back.”
“Most operators don’t realize how much revenue is lost in the gap between systems. Every delay means revenue is left on the table, and too often that loss goes unseen. That is what is driving the shift toward a ‘Hospitality Engineer’ mindset,” added Chas Scarantino, CEO of RoomPriceGenie, a revenue management system provider.
According to the report, more than 80 percent of respondents said technology contributes to operational stress. At the same time, 42 percent reported spending one to three hours per week resolving system and data issues, while 20 percent spend four or more hours. Five-percent indicated they spend more than seven hours weekly addressing such problems.
The research also highlights a skills gap, with nearly 70 percent of operators finding that effective performance now requires a combination of service and technical expertise. One-quarter of respondents said they lack a dedicated resource responsible for managing system connectivity. Furthermore, integration complexity, workforce capabilities and concerns about operational disruption were identified as barriers to improving performance.
The findings also suggest that data quality remains a concern as operators look to expand automation and artificial intelligence capabilities. Nearly 70 percent of respondents rated their data accuracy at two or three out of five, while nearly 20 percent gave it the lowest rating, indicating potential challenges in adopting more advanced technology-driven processes.