As the travel industry evolves, technology is playing a crucial role in helping hotels meet the demands of modern travelers. Solutions like property management systems (PMS) are streamlining hotel operations, integrating tasks, and enhancing the guest experience.
Serbian-founded OTA Sync, a proptech startup, is one such example. Established in 2021 in Estonia with a team in Serbia, OTA Sync provides a full property management system with an integrated channel manager and booking engine.
The platform, created by entrepreneurs Djordje Jevtić and Ilija Milović, is designed to help hotel owners and operators manage their businesses efficiently from a single platform. With over 2,000 users in 17 markets, the startup raised €1.3M in a seed round last year, led by Presto Ventures.
Ilija Milović, CTO of OTA Sync, shares insights into the trends shaping the industry—from sustainable practices and cloud-based systems to the growing role of AI in personalization. In this interview, he explains how technology is transforming hotel management to make operations more efficient and guest experiences smoother.
IT Logs: How are PMS like OTA Sync helping hotels run their operations more smoothly?
Ilija Milović: A PMS is a powerful and essential tool for successful hotel operations. At OTA Sync, we believe that by synchronizing and automating daily tasks, we can significantly enhance hotel operations and focus on delivering an exceptional guest experience. To this end, we have created a unique all-in-one solution that connects all key components, from a check-in process that takes just 47 seconds, to comprehensive reporting and powerful analytics, data protection, simplified tasks, and improved communication between departments that deeply focus on all of the 36 points in the guest experience from making reservation until check-out.
What trends are driving the demand for sustainable tourism tech solutions?
It is evident that cloud systems have gained even greater importance since 2020, where we can also see an increase in demand for cloud technology solutions that do not require physical servers and regular hardware maintenance. On the other hand, there is a noticeable rise in green hotels, as travelers increasingly prefer eco-friendly accommodations. The task of hotels is to adapt their operations to provide a better and more sustainable experience. By digitizing services such as the check-in and check-out process, the use of paper, notebooks, and paper registration forms is reduced. Moreover, mobile apps, guest apps, digital keys, and guides provide more information while reducing the need for paper materials and keep the guest up to date on every little thing in the hotel and around.
How is AI being used to personalize the travel and hospitality experience for guests?
AI is revolutionizing the travel and hospitality experience by enabling dynamic pricing and personalized recommendations. By analyzing market trends, guest behaviors, and historical data, AI adjusts pricing to align with demand while tailoring services to individual preferences. This includes suggesting room upgrades, amenities, or nearby attractions that match guest interests. AI-powered chatbots provide 24/7 multilingual support, streamlining communication and ensuring seamless service, while predictive maintenance minimizes disruptions by addressing potential issues before they arise.
Hotels also use AI to customize guest experiences by remembering preferences from previous stays, such as room types or dietary restrictions, and integrating these into their services. Behavioral analytics allow hotels to anticipate needs, offering personalized touches like adjusted check-out times for frequent travelers. These advancements not only enhance guest satisfaction but also optimize hotel operations, creating a more efficient and enjoyable experience for all.
What benefits do hotels get from using one platform to manage sales, operations, and guest experience?
Hotels benefit greatly from using a single platform to manage sales, operations, and guest experiences by streamlining processes and enhancing efficiency. Centralizing operations reduces manual tasks through automation, allowing staff to focus on more strategic and guest-centric activities. This leads to increased productivity and significant cost savings by minimizing errors, improving resource allocation, and eliminating the need for multiple disconnected systems.
Additionally, an integrated platform provides real-time insights and data analytics, enabling better decision-making and improved guest personalization. Hotels can easily track performance, identify trends, and deliver consistent service across departments. This holistic approach enhances the guest experience by ensuring seamless communication, faster service delivery, and tailored offerings, ultimately boosting guest satisfaction and loyalty.
What future trends could reshape tourism tech in the next five years?
Tourism tech is poised for significant transformation over the next five years, driven by advancements in automation, sustainability, and personalization. AI and machine learning will play an even larger role in optimizing guest experiences, from dynamic pricing and predictive maintenance to hyper-personalized services tailored to individual preferences. Chatbots and virtual assistants will become more sophisticated, offering real-time, multilingual support that enhances accessibility and convenience.
Sustainability will also reshape the industry as more hotels adopt eco-friendly technologies, such as paperless check-ins, energy-efficient systems, and digital keys. Cloud-based platforms will continue to replace traditional server-based systems, reducing costs and improving scalability. Additionally, possible integration of blockchain technology for secure payments and loyalty programs could revolutionize how guests interact with travel services. These innovations will collectively make tourism tech more efficient, personalized, and aligned with modern traveler demands.
