26.05.2025
Hotel Digitalization: 10 Steps - Where to Start and What to Expect
Explore 10 practical steps to start hotel digitalization, improve guest experience, and stay competitive in today’s tech-driven hospitality world.
In the not-so-distant past, the most advanced technology in a hotel room was the landline phone. Today, guests expect to check in online, unlock their doors with a smartphone, and control room lighting without calling reception.
Hotel digitalization is no longer a trend — it's the new standard. But with so many tools and systems out there, one question still lingers for many hoteliers:
Where do you start, and what can you realistically expect?
How Tech First Entered Hotels
Hotel tech didn't start with guests — it started with staff.
The first digital tools were behind the scenes:
- PMS (Property Management Systems) replaced manual logs.
- POS (Point of Sale) systems modernize hotel restaurants and bars.
- Channel Managers streamlined OTA connections and reservations.
These systems made operations faster, more accurate, and scalable. However, they were staff-facing and mostly invisible to the guests.
Now Tech Meets the Guest
The next wave of hotel technology is guest-facing, transforming how people experience their stay.
Guests now interact with:
- Hotel apps to order services or browse local guides
- Online check-in to skip queues
- Mobile keys for seamless room access
- Smart room controls (IoT) for climate, lighting, and entertainment.
This isn't just convenience, it's expectation. Your guests already live digital-first lives and don't want to go backward when they travel.
10 Steps to Make Sure You're on the Right Track
1. Audit Your Current Setup
Start with what you already have. How well do your systems work together? Are your PMS, POS, channel manager, and guest tools integrated — or is your team juggling multiple logins and spreadsheets?
Look for:
- Integration gaps
- Manual workarounds
- Flexibility to add or remove features
This is your digital foundation — make sure it's solid.
2. Analyze Your Competitive Set
Your guests compare you to other hotels and their last smooth digital experience, maybe with an airline or your competitor next door.
Check:
- What tech are your direct competitors using?
- What are guests mentioning in online reviews?
- Are you behind or ahead?
3. Compare Smartly
Use reliable review platforms like HotelTechReport to discover top-rated solutions in your region. Look for:
- Verified user reviews
- Real use cases
- Implementation feedback
You'll better understand what's worth the investment — and what's just hype.
4. Assign a Project Owner
Someone must own your digital rollout, whether a project manager, operations head, or tech-savvy supervisor.
Why it matters:
- Keeps installations on track
- Bridges communication with vendors
- Ensures follow-through on training and support
5. Track the Impact
Don't just "set and forget." Create a baseline before implementation, and track performance afterward.
For example:
- Did online check-in reduce front desk wait times?
- Are mobile orders increasing F&B revenue?
- Has guest satisfaction improved?
Data makes your wins visible — and justifies future investments.
6. Keep Talking to Your Vendor
Digital tools aren't static. Great vendors evolve their product and want your feedback. Don't wait until something breaks to reach out.
Ask regularly:
- What new features are available?
- Can we optimize our setup?
- Are we using all the functionality we're paying for?
7. Build a Digital Culture Internally
Technology only works when your team embraces it. Don't just train on how to use tools — explain why they matter.
Encourage:
- Feedback from staff
- Suggestions for improvements
- Ownership of digital touchpoints
8. Involve the Guest
Technology is only helpful if guests use it. Promote your digital tools in:
- Pre-arrival emails
- Reception signage
- Staff recommendations
Help guests understand what's available — and what's in it.
9. Start Small, Scale Fast
You don't need to launch everything at once. Pick one process, like online check-in or digital menus, and test it. Learn what works, adjust, and expand from there.
10. Keep Evolving with Your Guests
Don't treat your digital strategy like a set-it-and-forget-it checklist. Review it at least once a year or more often if you can. Guest habits shift, and new tech emerges. What worked great last year might already feel outdated.
Ask yourself:
- What's still making guests happy?
- Where are the friction points?
- What's out there that could take the experience even further?
Final Reflection
Digitalization in hospitality isn't just about speeding things up, it's about creating a stay that feels natural, effortless, and built around real guest needs.
Start with the basics. Grow into more intelligent, more connected systems. Make sure your team understands the why, not just the how.
Because in 2025 and beyond, genuine hospitality is still about people; it's just quietly enhanced by tech that disappears into the background and makes everything flow a little better.
Curious how to bring your digital strategy to life — step by step, with zero guesswork? Let us help you connect the dots and build a guest experience that truly flows. Book a live demo today!
