In 2019, the top 10 Hospitality software vendors accounted for nearly 45% of the global Hospitality applications market which grew 4.9% to approach nearly $5.8 billion in license, maintenance and subscription revenues.
Last year Salesforce was the market leader with a 7.6% market share in license, maintenance and subscription revenues, followed by Microsoft, Adobe, NCR Corporation, and SAP.
We ask the simple question: Who’s buying Hospitality applications from whom and why? And we provide the answers – supported by decades of research – to our clients around the world. (Sample from our Apps Database)
Through our forecast period, the Hospitality applications market size is expected to reach $5.3 billion by 2024, compared with $5.8 billion in 2019 at a compound annual rate of -1.7%.
| Exhibit 2: Worldwide Hospitality Software Market 2019-2024 Forecast, $M | |||
|---|---|---|---|
| Year | 2019 | 2024 | 2019-2024 CAGR, % |
| Total | 5781 | 5298 | 1.6% |
Source: Apps Run The World, November 2020
Top 10 Hospitality Software vendors
Hospitality (hotels, cruises, lodging facilities) – Property Management, Cash Journaling & Gratuity Automation, Revenue Optimization, Hotel distribution, CRS, Channel management, Inventory Management, Financials, HR, POS, Procurement
Mobile and Cloud apps will become more pervasive among hotels, entertainment venues as resorts and sports arenas aim to deliver more personalized experiences to better differentiate their services against Airbnb and home-entertainment options.
Here are the rankings of the top 10 Hospitality software vendors in 2019 and their market shares.
| Rank | Vendor | 2018 Hospitality (Lodging) Apps Revenues, $M | 2019 Hospitality (Lodging) Apps Revenues, $M | YoY Growth | 2019 Hospitality (Lodging) Market Share, % | Recent Developments |
|---|---|---|---|---|---|---|
| 1 | Salesforce.com | Subscribe | Subscribe | 12.6% | Subscribe | The acquisition of Tableau added 86,000 customers to Salesforce’s current base of 150,000 accounts. Additionally, the MuleSoft purchase has already added at least 1,200 customers, while the August 2018 deal to buy Datorama for its marketing intelligence products provided access to another 3,000 customers. |
| 2 | Microsoft | Subscribe | Subscribe | 16.6% | Subscribe | Microsoft Teams is now used by over 500,000 organizations around the world. Of those, over 150 organizations have 10,000 or more active Teams users, and 91 of the Fortune 100 companies are now using Teams, while Office 365 has more than 120 million business users. |
| 3 | Adobe | Subscribe | Subscribe | 11.3% | Subscribe | Adobe Digital Media segment revenue was $2.08 billion, which represents 22 percent YoY growth. Creative revenue grew to $1.74 billion and Document Cloud revenue was $339 million. Digital Media ARR grew to $8.40 billion exiting the quarter, a quarter-over-quarter increase of $539 million. Creative ARR grew to $7.31 billion, and Document Cloud ARR grew to $1.09 billion. |
| 4 | NCR Corporation | Subscribe | Subscribe | 7.4% | Subscribe | In November 2019, NCR has acquired Texas-based POS Solutions. Earlier, in October NCR has acquired Midwest POS Solutions Inc. The acquisition expands NCR’s regional presence to an additional 1,000 restaurants supported by Midwest POS throughout Indiana and Kentucky. NCR’s restaurant technology is used by more than 100,000 restaurants around the world. |
| 5 | SAP | Subscribe | Subscribe | 8.5% | Subscribe | SAP went live with 700 S/4HANA customers in 2Q20, resulting in a total of 7,400. Customer count of S/4HANA has grown to 14,600, up from 14,100 in 1Q20. |
| 6 | Amadeus | Subscribe | Subscribe | 8.6% | Subscribe | Amadeus’ technology solutions are part of the global travel ecosystem and serve to 128 airport operators, 489 airlines, 90+ rail operators, 129 ground handlers, 32 insurance provider groups, 770,000 hotel properties, 21 cruise and ferry lines, and 69 car rental companies and transfer providers. |
| 7 | Oracle | Subscribe | Subscribe | 6.4% | Subscribe | In November 2020, Oracle announced that it has entered into an agreement to acquire Nor1. The acquisition extends Oracle Hospitality’s OPERA Cloud Suite. Earlier Oracle acquired MICROS Systems for approximately $5.3 billion. The company’s software solutions are utilized in more than 567,000 hotels, casinos, table and quick service restaurants, retail, leisure and entertainment, fuel and convenience, cruise and other travel operations in more than 180 countries. |
| 8 | Pegasus Solutions | Subscribe | Subscribe | 9.0% | Subscribe | Pegasus Solutions are one of the largest processors of electronic hotel transactions, delivering advanced connectivity and distribution solutions to nearly 100,000 hotels worldwide. |
| 9 | Workday | Subscribe | Subscribe | 11.4% | Subscribe | Workday serves approximately 7,900 customers globally (includes acquisitions). Workday ended FY’20 with more than 3,200 total customers, up 23% year over year. |
| 10 | Ultimate Software | Subscribe | Subscribe | 12.4% | Subscribe | Almost five months after Kronos and Ultimate Software merged to create a $3 billion HCM application powerhouse, the combined company has a new name: UKG as in Ultimate Kronos Group with Our Purpose is People as its tagline. |
| Subtotal | Subscribe | Subscribe | 10.7% | Subscribe | ||
| Other | Subscribe | Subscribe | 0.6% | Subscribe | ||
| Total | Subscribe | Subscribe | 4.9% | Subscribe |
Source: Apps Run The World, November 2020
Other Hospitality software providers included in the report are: 7shifts, Agilysys, Arrowstream, Astute Solutions, Autodesk, Avalara, BirchStreet Systems, Ceridian, Constellation Software Inc., Cornerstone OnDemand, Cvent, Deem, Epicor, Eventbrite, Fiserv, Fourth Ltd, Genesys, Harri US LLC, Heartland Payment Systems, HireRight, HotSchedules, IBM, IBS Software Services, Infor, Jolt Software, Kronos, Medallia, MINDBODY, MYOB, Nuance Communications, OpenText, Partech, Paycom, Planday, Protel, Protime, Qualtrics, Quinyx, Revinate, RingCentral, Roper Technologies, Sage, ServiceNow, Snag, SumTotal Systems, Skillsoft, SurveyMonkey, Travelport, Ultimate Software, Unify Software and Solutions GmbH & Co. KG., WebRezPro, Workday, Zendesk, Zoho Corp. and others.
Custom data cuts related to the Hospitality Applications market are available:
- Top 800+ Hospitality Applications Vendors and Market Forecast 2019-2024
- 2019 Hospitality Applications Market By Functional Market (16 Markets)
- 2019 Hospitality Applications Market By Country (USA + 45 countries)
- 2019 Hospitality Applications Market By Region (Americas, EMEA, APAC)
- 2019 Hospitality Applications Market By Revenue Type (License, Services, Hardware, Support and Maintenance, Cloud)
- 2019 Hospitality Applications Market By Customer Size (revenue, employee count, asset)
- 2019 Hospitality Applications Market By Channel (Direct vs Direct)
- 2019 Hospitality Applications Market By Product
Exhibit 4 shows our projections for the enterprise applications market by vertical segment, based on the buying preferences and the customer propensity to invest in new software within those industries as they continue to upgrade and replace many legacy industry-specific applications that have been identified and tracked in our Buyer Insight Database.
Hospitality Software Purchases Win/Loss Analysis As Part Of Enterprise Applications Buyer Insight Customer Database
On the buyer side, customers are investing in Hospitality systems based on new features and capabilities that are expected to replace their existing legacy systems. In many cases, competitive upgrades and replacements that could have a profound impact on future market-share changes will become more widespread.
Since 2010, our global team of researchers has been studying the patterns of the latest Hospitality software purchases by customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Updated continuously, our database features extensive win/loss analysis. Each year our research team identifies tens of thousands of these Hospitality customer wins and losses from public and proprietary sources.
The research results are being incorporated into regular updates in our Enterprise Applications Buyer Insight Customer Database. You can access the Quarterly Win/Loss Analysis Scoreboard and our Enterprise Applications Buyer Insight Customer Database by becoming a subscriber.
| Customer | Industry | Empl. | Revenue | Country | Vendor | New Product | Function |
| Hertz Corporation | Leisure and Hospitality | 37000 | $8.80B | United States | Oracle | Oracle Autonomous Data Warehouse | Autonomous Database |
| Red Bull Racing | Leisure and Hospitality | 605 | $2.85B | United Kingdom | Ansys | ANSYS Enterprise Cloud | Product Lifecycle Management & Engineering |
| Expedia | Leisure and Hospitality | 18730 | $7.20B | United States | Dropbox | Dropbox Business | Content Management |
| Constance Hotels and Resorts | Leisure and Hospitality | 3000 | $1.50B | Mauritius | IBM | IBM Connections Cloud | Email & Social Collaboration Software |
| Alila Hotels and Resorts | Leisure and Hospitality | 5800 | $1.10B | Singapore | Infor | Infor Hospitality Management | Hospitality Management |
| Kempinski Hotels | Leisure and Hospitality | 24000 | $1.70B | Switzerland | Infor | Infor d/EPM | Enterprise Performance Management |
| The Pavilions Hotels & Resorts | Leisure and Hospitality | 150 | $20.0M | China | Infor | Infor SunSystems | Enterprise Resource Planning |
| Travelodge | Leisure and Hospitality | 10000 | $816.0M | United Kingdom | Infor | Infor SunSystems | Enterprise Resource Planning |
| Vienna House | Leisure and Hospitality | 2400 | $214.0M | Austria | Infor | Infor Hospitality Management | Hospitality Management |
| Scenic – Luxury Cruises & Tours | Leisure and Hospitality | 300 | $50.0M | Australia | ION Investment Group | Reval Cloud Platform | Treasury and Risk Management |
| MGM Resorts International | Leisure and Hospitality | 78000 | $10.37B | United States | Kronos | Kronos Workforce Ready | Human Capital Management |
| Village Of Rosemont | Leisure and Hospitality | 4236 | $54.0M | United States | Kronos | Kronos Workforce Central | Human Capital Management, Workforce Management |
| TUI UK & Ireland | Leisure and Hospitality | 12500 | $3.20B | United Kingdom | Medallia | Medallia Experience Cloud | Customer Experience |
| Caesars Entertainment | Leisure and Hospitality | 65000 | $4.85B | United States | Oracle | Oracle ERP Cloud | Enterprise Resource Planning |
| Chimelong Group Co. Ltd. | Leisure and Hospitality | 10000 | $950.0M | China | SAP | SAP Cloud for Customer | Customer Relationship Management |
| Chimelong Group Co. Ltd. | Leisure and Hospitality | 10000 | $950.0M | China | SAP | SAP SuccessFactors Employee Central | Human Capital Management |
| Chimelong Group Co. Ltd. | Leisure and Hospitality | 10000 | $950.0M | China | SAP | SAP S/4 HANA | Enterprise Resource Planning |
| Palladium Hotel Group | Leisure and Hospitality | 12000 | $680.0M | Spain | SAP | SAP Marketing Cloud | Marketing Automation |
| Sabre | Leisure and Hospitality | 9100 | $2.96B | United States | SAP | SAP SuccessFactors Recruiting Management | Recruiting |
| Rheem | Leisure and Hospitality | 7000 | $1.50B | United States | SugarCRM | SugarCRM | Customer Relationship Management |
| Crescent Hotels & Resorts | Leisure and Hospitality | 6000 | $1.20B | United States | Ultimate Software | UltiPro | Human Capital Management |
| Phoenix Suns | Leisure and Hospitality | 600 | $218.0M | United States | Ultimate Software | UltiPro | Human Capital Management |
| Best Western Hotels & Resorts | Leisure and Hospitality | 5000 | $7.00B | United States | Workday | Workday Financial Management | Financial Management |
| Denny’s | Leisure and Hospitality | 8900 | $529.0M | United States | Workday | Workday Financial Management | Financial Management |
| Denny’s | Leisure and Hospitality | 8900 | $529.0M | United States | Workday | Workday HCM | Human Capital Management |
| Apollo Travel Group | Leisure and Hospitality | 400 | $40.0M | Sweden | Microsoft | Azure Machine Learning | ML & Data Science Platform |
| MGM Resorts International | Leisure and Hospitality | 78000 | $10.37B | United States | Adobe Systems | Adobe Marketing Cloud (ex Omniture) | Digital Marketing Automation Platform |
| Princess Cruises | Leisure and Hospitality | 12000 | $2.50B | United States | Adobe Systems | Adobe Experience Cloud | Marketing Automation |
| Marriott International | Leisure and Hospitality | 177000 | $5.13B | United States | Avaya | Avaya Aura | Customer Service and Support |
| Amadeus IT Group | Leisure and Hospitality | 13000 | $4.30B | Spain | Changepoint | Changepoint | Professional Services Automation |
| Linchris Hotel | Leisure and Hospitality | 600 | $100.0M | United States | Constant Contact | Constant Contact Email Marketing | Email Marketing Automation |
| Palladium Hotel Group | Leisure and Hospitality | 12000 | $680.0M | Spain | Cornerstone OnDemand | Cornerstone HR Suite | Human Resource Management |
| Hard Rock Hotel | Leisure and Hospitality | 2500 | $750.0M | United States | Cvent | Cvent Event Management Software | Event Management |
| Turnstyles Ticketing | Leisure and Hospitality | 30 | $3.0M | United States | Five9 | Five9 Cloud | Customer Service and Support |
| City of Edmonton | Leisure and Hospitality | 11000 | $1.40B | Canada | Genesys | Genesys Customer Experience Platform | Customer Experience Platform |
| TravelClick | Leisure and Hospitality | 1500 | $250.0M | United States | IBM | IBM Kenexa Learning Management System | Learning Management System |
| Wimbledon | Leisure and Hospitality | 200 | $30.0M | United Kingdom | IBM | IBM Web Content Manager | Web Content Management |
| Kempinski Hotels | Leisure and Hospitality | 24000 | $1.70B | Switzerland | Infor | Infor EzRMS | Hotel Revenue Management Software |
| Ideal Living | Leisure and Hospitality | 30 | $3.0M | United States | LiveOps | LiveOps | Cloud Contact Center |
| Pizza Hut | Leisure and Hospitality | 160000 | $64.20B | United States | LiveOps | LiveOps | Cloud Contact Center |
| Orbitz | Leisure and Hospitality | 1400 | $932.0M | United States | LivePerson | LiveEngage | Customer Service and Support |
| Thomas Cook | Leisure and Hospitality | 31000 | $9.50B | United Kingdom | Meta4 | Meta4 PeopleNet | Human Capital Management |
| Assetlink | Leisure and Hospitality | 1000 | $100.0M | Australia | Microsoft | Microsoft Dynamics 365 for Finance and Operations | Enterprise Resource Planning |
| Auberge Resorts Collection | Leisure and Hospitality | 800 | $180.0M | United States | Microsoft | Microsoft Dynamics GP | Enterprise Resource Planning |
| Baltimore Orioles | Leisure and Hospitality | 239 | $500.0M | United States | Microsoft | Microsoft Dynamics CRM Online | Customer Relationship Management |
| Casino Queen | Leisure and Hospitality | 700 | $124.0M | United States | Microsoft | Microsoft Dynamics GP | Enterprise Resource Planning |
| Churchill Downs Incorporated | Leisure and Hospitality | 4300 | $882.0M | United States | Microsoft | Microsoft Dynamics GP | Enterprise Resource Planning |
| Four Points by Sheraton | Leisure and Hospitality | 4000 | $500.0M | United States | Microsoft | Microsoft Dynamics GP | Enterprise Resource Planning |
| General Hotels Corporation | Leisure and Hospitality | 1400 | $100.0M | United States | Microsoft | Microsoft Dynamics GP | Enterprise Resource Planning |
| Statue Cruises | Leisure and Hospitality | 200 | $16.0M | United States | Microsoft | Microsoft Dynamics GP | Enterprise Resource Planning |
| Steelite International | Leisure and Hospitality | 1000 | $155.0M | United Kingdom | Microsoft | Microsoft Dynamics AX | Enterprise Resource Planning |
| Steelite International | Leisure and Hospitality | 1000 | $155.0M | United Kingdom | Microsoft | Microsoft Dynamics CRM | Customer Relationship Management |
| Sun Tan City | Leisure and Hospitality | 600 | $55.0M | United States | Microsoft | Microsoft Dynamics GP | Enterprise Resource Planning |
| The Bicycle Hotel & Casino | Leisure and Hospitality | 1250 | $500.0M | United States | Microsoft | Microsoft Dynamics GP | Enterprise Resource Planning |
| Hilton Worldwide | Leisure and Hospitality | 164000 | $11.30B | United States | MicroStrategy | MicroStrategy Analytics | Analytics Platform |
| National Express | Leisure and Hospitality | 41000 | $1.92B | United Kingdom | Nice Systems | NICE Voice of the Customer | Customer Feedback Systems |
| Club Méditerranée | Leisure and Hospitality | 20333 | $1.55B | France | Oracle | Oracle Service Cloud (ex RightNow) | Customer Experience Platform |
| Fortis Healthcare | Leisure and Hospitality | 14351 | $618.0M | India | Oracle | Oracle HCM Cloud | Human Capital Management |
| Hamilton Island | Leisure and Hospitality | 1300 | $250.0M | Australia | Oracle | Oracle Talent Acquisition Cloud | Talent Acquisition |
| Hertz Corporation | Leisure and Hospitality | 37000 | $8.80B | United States | Oracle | Oracle Analytics Cloud | Analytics and BI |
| Hertz Corporation | Leisure and Hospitality | 37000 | $8.80B | United States | Oracle | Oracle EPM Cloud | Enterprise Performance Management |
| Marriott International | Leisure and Hospitality | 177000 | $5.13B | United States | Oracle | Oracle HCM Cloud | Human Capital Management |
| Chimelong Group Co. Ltd. | Leisure and Hospitality | 10000 | $950.0M | China | SAP | SAP Marketing Cloud | Marketing Automation |
| Gebr. Heinemann | Leisure and Hospitality | 6000 | $3.60B | Germany | SAP | SAP EWM (Extended Warehouse Management) | Warehouse Management |
| National Football League (NFL) | Leisure and Hospitality | 1000 | $12.00B | United States | SAP | SAP BusinessObjects Lumira | Data Discovery & Visualization |
| National Football League (NFL) | Leisure and Hospitality | 1000 | $12.00B | United States | SAP | SAP SuccessFactors Talent Solutions | Recruiting, Onboarding, Learning, Performance and Goals, Compensation, Succession and Development |
| Palladium Hotel Group | Leisure and Hospitality | 12000 | $680.0M | Spain | SAP | SAP ERP ECC 6.0 | Enterprise Resource Planning |
| Sabre | Leisure and Hospitality | 9100 | $2.96B | United States | SAP | SAP SuccessFactors Employee Central | Human Capital Management |
| Thomas Cook | Leisure and Hospitality | 31000 | $9.50B | United Kingdom | SAP | SAP SuccessFactors Employee Central | Human Capital Management |
| Thomas Cook Airlines | Leisure and Hospitality | 2500 | $980.0M | United Kingdom | SAP | SAP S/4 HANA | Enterprise Resource Planning |
| William Hill plc | Leisure and Hospitality | 16000 | $2.10B | United Kingdom | ServiceNow | ServiceNow PPM | Project Portfolio Management |
| G6 Hospitality | Leisure and Hospitality | 10000 | $1.20B | United States | Tidemark | Tidemark EPM | Enterprise Performance Management |
| Mohegan Sun | Leisure and Hospitality | 3600 | $1.39B | United States | Verint Systems | Verint Engagement Management | Engagement Management |
| Panera Bread | Leisure and Hospitality | 52000 | $2.80B | United States | Workday | Workday Financial Management | Financial Management |
| Panera Bread | Leisure and Hospitality | 52000 | $2.80B | United States | Workday | Workday HCM | Human Capital Management |
| Lonely Planet | Leisure and Hospitality | 677 | $150.0M | United States | Zendesk | Zendesk | Customer Service and Support |
| trivago | Leisure and Hospitality | 1000 | $500.0M | Germany | Zendesk | Zendesk | Customer Service and Support |
Source: Apps Run The World, November 2020
Further Readings
An expanded version of this report covers the top 800+ Hospitality Software Vendors, offering in-depth analysis of the market dynamics, vendors’ Strengths, Customers, Opportunities, Risks and Ecosystems as well as their ability to gain Shares (SCORES) within their respective space. We also offer win-loss analysis of the quarterly wins of these top vendors and whether incumbents and upstarts pose any real threat to their standing amid shifting market requirements and user preferences.
More Enterprise Applications Research Findings
Based on the latest annual survey of 3,000+ enterprise software vendors, Apps Run The World is releasing a number of dedicated reports, which profile the world’s 500 largest Enterprise Applications Vendors (Apps Top 500) and the world’s 500 largest Cloud Applications Vendors (Cloud Top 500) ranked by their 2015-2019 product revenues.
Their 2019 results are being broken down, sorted and ranked across 16 functional areas (from Analytics to Treasury and Risk Management) and by 21 vertical industries (from Aerospace to Utility), as shown in our Taxonomy. Further breakdowns by subvertical, country, company size, etc. are available as custom data cuts per special request.
Research Methodology
Each year our global team of researchers conducts an annual survey of thousands of enterprise software vendors by contacting them directly on their latest quarterly and annual revenues by country, functional area, and vertical market. We supplement their written responses with our own primary research to determine quarterly and yearly growth rates, In addition to customer wins to ascertain whether these are net new purchases or expansions of existing implementations.
Another dimension of our proactive research process is through continuous improvement of our customer database, which stores more than one million records on the enterprise software landscape of over 100,000 organizations around the world.
The database provides customer insight and contextual information on what types of enterprise software systems and other relevant technologies are they running and their propensity to invest further with their current or new suppliers as part of their overall IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
The result is a combination of supply-side data and demand-generation customer insight that allows our clients to better position themselves in anticipation of the next wave that will reshape the enterprise software marketplace for years to come.
