We talk a lot about the need for change and innovation in hospitality, but there's one area where ignoring change could really derail your property's future: IT management. IT Directors are the ones making sure your tech infrastructure is robust, secure and ready to handle the challenges of modern hospitality. 

But how do you know if your business is on track? It all comes down to tracking the right metrics. These go beyond the usual KPIs and focus on the IT performance benchmarks that directly impact your guests and your bottom line. 

While these metrics are key for IT Directors, they're also part of a bigger strategy to improve overall hotel performance – something every hotelier should be mindful of. Keeping an eye on these metrics can help you streamline operations, boost revenue and offer outstanding guest experiences.

➡️ See all eight IT metrics


Table of contents

The shift in IT priorities 

There’s been a significant shift in the priorities of IT management in recent years. A study by Hospitality Technology showed that 68% of hoteliers reported an increased focus on digital transformation as a key driver for business growth. The emphasis has moved from maintaining basic operational stability to driving innovation, enhancing security and optimizing performance.  

This shift makes sense, as today's guests are looking for more than just a comfortable stay. They expect seamless, tech-driven experiences that can start as early as their first visit to your website. 

Why uptime and responsiveness matter 

Uptime is the lifeblood of any IT system in hospitality. A study by Forrester Research found that unplanned downtime costs businesses an average of $5,600 per minute. For hotels, this figure can be even higher when factoring in the impact on guest satisfaction and revenue loss. 

Ensuring your property management system is reliable and has an uptime of at least 99.9% is essential. Even a minor dip can lead to significant disruptions, affecting check-ins, room service and overall guest experience. 

How secure is your hotel data? 

Security breaches in the hospitality industry have been on the rise. With the average cost of a data breach in hospitality reaching $3.86 million, IT Directors must prioritize robust security measures. This includes continuous monitoring, regular audits and third-party certifications such as PCI DSS and GDPR compliance. These not only protect your guests but also safeguard your brand’s reputation. 

Furthermore, managing user roles and permissions is a critical component of IT security. With high staff turnover and a constant flow of sensitive information, it’s essential to ensure that only authorized personnel have access to specific systems. A Ponemon Institute study found that 58% of data breaches in the hospitality industry were caused by insider threats, often due to inadequate access controls.  

IT Directors must ensure that their PMS allows granular control over user permissions to reduce the risk of breaches and maintain compliance with data protection regulations.

Embracing cloud-native infrastructure 

The transition to cloud-native infrastructure is no longer optional – it’s a necessity. A report from IDC predicts that by 2025, 80% of hospitality businesses will have adopted cloud-based systems. Cloud-native platforms offer scalability, flexibility and cost-efficiency, which are all critical in the new era of hospitality.  

Monitoring the performance of your cloud-based systems is essential to ensure they deliver their promised benefits, including regular updates and reduced operational costs. 

Are you looking to move away from an on-premises PMS? Discover all the benefits and see why switching to a cloud-native platform like Mews doesn’t have to feel like open-heart surgery. 

>> Read more

The importance of integrations and open APIs 

A Hospitality Technology survey revealed that 76% of hoteliers plan to increase their investment in integrations over the next two years. Open APIs support greater flexibility, enabling your team to connect hospitality’s best tools and services without the burden of high costs or complex processes.  

Hotels that leverage open API systems like Mews Marketplace have reported a 20% increase in operational efficiency and a 15% boost in guest satisfaction, highlighting the value of a well-integrated IT ecosystem.

Deployments: keeping up with innovation 

The ability to deploy updates and new features quickly can be a significant competitive advantage for hoteliers. According to Gartner, companies that deploy software updates frequently are 40% more likely to be successful in achieving their business goals. 

Mews, for example, deployed 150 product releases in 2023 alone, showcasing the importance of regular updates in maintaining a competitive edge. Tracking deployment frequency and success rates can give you a clear picture of how agile your IT operations are and how well you’re keeping up with the latest technological advancements. 

Ready to dive deeper? 

These are just a few of the key hospitality IT metrics that every modern hotelier should be tracking. For a more comprehensive look at these metrics and how they can be applied to your property, download our full guide: 8 Key Hospitality Metrics for IT Directors.  

It contains all the tips and insights you need to elevate your IT management.  
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Anuška Linc

Anu prefers unscrambling words over mincing them. Always punny, sometimes funny. You will find her if you want to in the garden unless it's pouring down with rain.