The hotel industry is undergoing a veritable technological revolution. At the heart of this transformation, Central Reservation Systems (CRS) are evolving to meet the growing complexity of customer expectations. Here are the major trends that will redefine CRS in 2025, along with operational recommendations for hoteliers. Written by Binu Mathews IDS Next.
The CRS as a central distribution hub
By 2025, CRSs will accelerate their transformation into true centralized distribution hubs, maximizing visibility and market access. The omnichannel approach will connect GDSs, OTAs, websites and hotel booking engines, while extending to emerging channels such as chatbots.
Recommendation: Opt for a CRS with a high-performance channel manager interconnected to a wide variety of channels.
Optimized channel management
The CRS will become the key tool for managing distribution. Real-time updates on availability will enable dynamic rate management and fine-tuning according to demand and competition, while attribute-based pricing will help personalize offers and optimize revenues.
Recommendation: Use advanced channel management features to fine-tune rate parity.
Personalization through Artificial Intelligence
Integrating AI into CRS will enable you to exploit booking histories and customer preferences to propose targeted recommendations, tailor-made offers and personalized upsell actions.
Recommendation: use AI to anticipate customer needs and personalize your communications.
Integrating voice search
With the rise of voice assistants (Siri, Alexa), CRSs will need to integrate voice search to facilitate booking, modifying or checking availability, while enhancing accessibility.
Recommendation: Optimize the website for voice search with natural language and fluid mobile navigation.
Profit center reservations
Next-generation CRSs will integrate reservations for additional points of sale (restaurants, spas), guaranteeing centralized management, a fluid customer experience and new sources of revenue.
Recommendation: Offer packages combining accommodation and experiences within your profit centers.
Driving revenues through predictive analytics
Predictive analytics will leverage AI to adjust prices in real time according to demand, competition and booking history. Forecasting will anticipate occupancy rates and optimize profitability.
Recommendation: Invest in data and analytical CRS to make informed decisions.
Integration with CRM
The CRS-CRM interconnection will enrich customer knowledge and support hyper-targeted marketing campaigns, personalized offers and tailor-made loyalty programs.
Recommendation: Analyze your...
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