Hotel Tech Insider · 2025-08-12 · 23 min
What do you get when a 14-property hotel brand rips out its entire legacy tech stack - and lives to tell the tale? In this episode, Josh Edwards, Operating Systems Manager at Penta Hotels, takes us behind the scenes of one of the most ambitious tech overhauls in the European hotel market. Takeaways: • Hear how Penta Hotels saved 175,000+ staff hours annually by replacing outdated systems with a next-gen stack - without sacrificing service. • Learn how to successfully manage change at scale , from piloting PMS platforms to gaining buy-in from skeptical hotel teams. • Discover why 25% of guests now purchase upsells , and how thoughtful use of automation and kiosks can unlock new revenue without alienating staff or guests. Penta Hotels isn’t just any brand - it’s a forward-thinking company that dared to question every operational assumption. From payments to POS, CRM to guest messaging, Josh shares the blueprint for future-proofing your tech without losing your brand’s soul. One surprising insight? Automating card payments alone accounted for the majority of the 175K hours saved.
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