Must-have technologies for a modern hotel in 2025

In 2025, hotels face a double pressure: more demanding customers (frictionless experience, autonomy, personalization) and tighter margins (rising costs, labor shortages). For a hotel general manager, the question is no longer whether technology is important, but where to invest first to create sustainable value.

1. Frictionless welcome: mobile registration and digital keys

Travelers expect to arrive without a line and open their room with their phone. Mobile keys now influence hotel choice and improve customer satisfaction. Integrations with Apple Wallet and Google Wallet are already deployed by several major chains.

2. Guest messaging and AI (WhatsApp, SMS, webchat)

Proactive, 24/7 assistance has become standard. Conversational AI solutions manage FAQs, upgrades and room requests, while leaving it up to the human touch when needed. The result: staff time saved, more upsells, and better served customers.

3. Wi-Fi and network: the basis of the experience

Reliable 6E/7 Wi-Fi, separated into guest and IoT networks, is essential today. It enables smooth streaming (casting TV), in-room teleworking, and secure management of connected equipment (locks, sensors, thermostats).

4. Energy and sustainability: rapid ROI

Intelligent energy management (presence sensors, connected thermostats, predictive maintenance) delivers double-digit savings from the very first year. In a context of high energy costs, every kWh saved directly improves margins.

5. Security and compliance: business continuity

Recent cyber attacks have paralyzed entire hotels. Cybersecurity is no longer an IT issue, it’s a governance issue. MFA, network segmentation and recovery plans are essential. In Quebec, Bill 25 also imposes a strict framework for the protection of personal data.

6. The software core: PMS cloud, RMS and BI

A well-integrated cloud-based PMS (check-in, payments, housekeeping, guest profiles) is now the backbone of a modern hotel. Revenue management systems (RMS) exploit real-time data (events, weather, pick-ups) to maximize profitability.

7. Digital payments and tips

Contactless, wallets and prepayment simplify arrival and reduce friction. Digital tipping is becoming widespread: via QR code, app or added to payment. Practical when cash is disappearing, and appreciated by employees.

8. Customer expectations 2025: autonomy + personalization

58% of travelers believe AI can improve their stay.
Nearly one in two customers say that a mobile key influences their choice of hotel.
Self-service is expected, but it must be balanced by a human touch.

What every general manager must have in mind in 2025

1. Mobility has become the norm

Not offering mobile check-in and digital keys becomes a competitive disadvantage.

2. Conversational AI has gone from gadget to standard

It reduces pressure on your teams and increases upsell opportunities.

3. Energy efficiency is a competitive weapon

Double-digit energy savings protect your margins.

4. Cybersecurity is a continuity issue

An attack can paralyze check-in, payments and reservations in a matter of hours.

5. Regulatory compliance is a must

Quebec’s Bill 25 imposes new responsibilities and also becomes a guarantee of customer confidence.

Things to consider for the future

In 2025, being “high-tech” doesn’t mean being “less human”. Technology frees your teams from repetitive tasks, so they can focus on what really makes the difference: a warm welcome and a memorable experience. For a hotel general manager, the role is clear: choose the right levers, make sure they are adopted, and measure the gains.

Sources

What every general manager must have in mind in 2025

Things to consider for the future

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