Today’s travelers have high expectations of a personalized e-commerce experience along their journey, which makes guest-centric functionalities a top priority for a hotel chain’s central reservations system (CRS). As a result, the hoteliers’ demand for innovative and improved CRS services continues to grow. This h2c Research Paper is based on the findings of h2c’s Global Hotel CRS Study and aims to shed more light on the current CRS landscape and the requirements of related system. The study covers Europe, Middle East & Africa, The Americas and Asia Pacific, and has a fair distribution across hotel categories by star rating, type (including voluntary hotel chains, representation companies, transparent brands, and independent hotel groups), location (city, resort, and convention) and size (international versus regional chains). The 92 surveyed hotel chains, whereof the majority is regional, represent more than 11,000 properties and 1.7 million rooms worldwide. As dissatisfaction with the existing CRS is often the major driver for change, the overall study results should help to highlight the hotel chains’ requirements in more detail by hotel type and market specifics. Digitalization, direct sales capabilities via the IBE and voice services are among the other major changes which could potentially impact the PMS’s role. Today, multiple platforms with different data silos lead to increased workloads, complicated processes, less flexibility and higher costs. Often, the depth of PMS integration with corresponding systems is not optimized for hotel chain requirements exceeding the basic standards. Download the report at h2c (PDF 631 KB)