Upgrading the Hotel Guest Experience with Next-Generation Technologies

Webinar Replay:

Next-Generation Property Management Systems

In this webinar, Jeff Zabin, Research Director of Starfleet Research and an expert on benchmarking best practices in hospitality technology, and Luke Pfeifer, Program Manager for Agilysys, discussed the critical role a property management system (PMS) plays in enabling Guest Experience Management. They discussed how top-performing hotels, resorts and casinos are achieving their desired business objectives by understanding their guests preferences and effectively utilizing technology.

Joining Jeff and Luke was Ed Nickelson, Director of Information Technology at Pinehurst Resorts, who shared some of his own experiences in upgrading the guest experience.

  • Learn the drivers of guest satisfaction
  • Hear how the right PMS delivers exceptional guest experiences
  • Discover the importance of guest profile data


91% of hoteliers view the ability to capture and analyze guest data (creating guest segmentation schemes) to be “important” or “very important” for Guest Relationship Management and targeted marketing purposes.*


Starfleet Research

*Research findings are derived from the Q1 2016 Starfleet Research survey on Hotel Property Management Systems.

If a particular guest always ordered a Captain & Coke in the past, we would like our servers to say so: ‘Welcome back Mr. Smith, may I get you another Captain & Coke?'

-- Ed Nickelson, Director of Information Technology at Pinehurst