Nethits: hotel data exists, it just doesn't reach the team
Voice reading · ~2 min
Matías Celdrán, commercial director at Nethits, opened his talk at the Smart Travel News Roadshow Bilbao with a peculiar analogy: the stethoscope. Just as that invention allowed diagnosis without opening the patient, hotel technology should let you listen to the guest and the property without friction.
His diagnosis is simple and blunt. The information exists in hotels. The problem is that it doesn't arrive, it arrives late, or it arrives fragmented. So it's not a data capture issue, it's an internal distribution issue. The data is in the PMSPMSThe property management system is a hotel's core software. It handles reservations, check-in and check-out, room assignment, billing and the status of every stay. It is the operational heart that most other tools plug..., in the OTAOTAAn online travel agency is a channel that sells accommodation and travel online in exchange for a commission. Booking.com and Expedia are the biggest. They bring volume and visibility, but charge commissions that eat... app, in the maintenance log, and it never makes it to the front desk agent who needs it at the exact right moment.
Nethits's answer is GuextSuite: a platform that connects staff, guests, and data in real time. And keep in mind, today's guest isn't just asking for free wifi. They expect the hotel to know who they are, what they ordered yesterday, and if their room is ready without having to repeat it three times.
As I see it, the challenge is not technological, it's operational. The tools exist, the next step is having the team adopt them without friction. If information flows, the team reacts better and the guest experience improves. And in the hotel business, that shows up directly in the bottom line and in reviews.
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