After more than 40 years in hospitality, William Gorol has seen technology transform the industry, but he believes too many hospitality businesses are still being held back by unreliable systems, disconnected platforms and a lack of support. Here, the Founder & Managing Director of triSaaS explains why the industry needs a more connected, supported and future-focused approach.
Why does hospitality need a different approach to technology?
After more than 40 years in hospitality, I’ve seen a huge amount of change, but one thing has remained frustratingly consistent: technology hasn’t always kept pace with the needs of the industry.
Having worked extensively across hospitality and procurement technology, including founding Procure Wizard, which was sold in 2018, I’ve seen these challenges first-hand.
Hospitality was still dealing with unreliable systems, operational disruption, poor customer support and legacy platforms that simply weren’t designed with the future in mind.
That’s why I founded triSaaS. We knew hospitality and procurement technology could be better, so we reinvented it.
What should good technology actually do for a hotel?
Technology should reduce headaches, not create them.
Too often, businesses have multiple systems that don’t communicate properly, leaving teams to fill the gaps with spreadsheets, emails and manual processes. That creates administration, increases the risk of errors and, ultimately, takes people away from running the operation.
Good technology should do the opposite. It should remove complexity, connect the different parts of a business and give people clear visibility of what’s happening, so they can spend less time firefighting and more time running their operation.
Why is integration becoming so important?
Because the real value comes when technology works as an ecosystem rather than a collection of separate tools.
When compliance, people, scheduling and procurement are connected, operators can see the bigger picture. They can keep teams accountable, identify inefficiencies, make smarter purchasing decisions and understand where costs are going.
That’s the thinking behind Purchase Warrior, our procurement platform built specifically for hospitality. By connecting suppliers, purchasing, pricing and spend data, it gives operators greater visibility and control, helping them make better decisions, reduce administration and improve margins. Ultimately, technology should deliver a measurable return.
What happens when technology goes wrong?
This is something I feel very strongly about. You can have a great product, but without a great team behind it, you don’t have a great technology partner.
Our customer success and support team is one of the things I’m most proud of at triSaaS. In hospitality, when technology goes wrong, it can quickly become an operational problem. That’s why, when our customers call, we answer in under 60 seconds.
And our support doesn’t stop once the system goes live. We believe in training for life, giving customers and their teams ongoing access to the knowledge and support they need as their businesses evolve.
For me, it’s simple: a great team behind a great product makes all the difference.
So, what does the future of hospitality technology look like?
It should be simpler, more connected and much more focused on outcomes.
Ultimately, technology should reduce administration, remove operational chaos and help businesses improve their margins. It should work hard in the background, giving hospitality teams the control, visibility and support they need to perform better today, while being ready for whatever comes next.