In 2020, the top 10 Hospitality software vendors accounted for nearly 44% of the global Hospitality applications market which declined 1.1% to approach nearly $5.7 billion in license, maintenance and subscription revenues.
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 $6 billion by 2025, compared with $5.7 billion in 2020 at a compound annual rate of 1.1%.
|Exhibit 2: Worldwide Hospitality Software Market 2020-2025 Forecast, $M|
|Year||2020||2025||2020-2025 CAGR, %|
Source: Apps Run The World, December 2021
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 2020 and their market shares.
|Rank||Vendor||2019 Hospitality (Lodging) Apps Revenues, $M||2020 Hospitality (Lodging) Apps Revenues, $M||YoY Growth||2020 Hospitality (Lodging) Market Share, %||Recent Developments|
|1||Salesforce.com||Subscribe||Subscribe||16.8%||Subscribe||In 2021, much of the companie’s focus was on Slack’s integration into Salesforce Customer 360, making its way across the Salesforce stack. Most notably was the Slack Connect feature that allows salespeople running Sales Cloud to generate conversations with colleagues on Slack for best practices.|
|2||Microsoft||Subscribe||Subscribe||0.7%||Subscribe||Microsoft Corporation believes that the edge of the hospitality or foodservice operation will be the focal point of integrated innovation and the place where the redefinition of the value that hospitality operators offer their customers occurs. Through integrated innovation, technology can enable a hotel or food service enterprise to get closer to its guests—both while they are in the property and before and after their visit—and drive sustained value from that interaction. This will allow the guest to personalize the experience with the hotel or restaurant establishment while incurring minimum implementation costs.|
|3||Adobe||Subscribe||Subscribe||3.6%||Subscribe||In January 2020, Adobe launched Adobe Experience Manager as a Cloud Service, part of Adobe Experience Cloud. The cloud-native solution for digital experience management brings together rich out-of-box capabilities and content customization options that marketers and developers demand, combined with SaaS-like agility. Brands can onboard and access the application in minutes, and go live with dynamic and personalized content and experiences in a few weeks. The pay-as-you-go model of Adobe Experience Manager (AEM) will help the travel and hospitality industry to reduce the IT Capex and keep a more manageable Opex, while still adhering to strict data privacy and security norms, removing the headache of platform upgrades or migration.|
|4||SAP||Subscribe||Subscribe||2.4%||Subscribe||Among the innovative solutions, SAP in the hospitality industry has worked towards improving customer experience while reducing operational costs. As a leading SAP hospitality ERP solution, SAP Business One has been instrumental in integrating front-desk with back-office operations, thus, making customer data available to both hospitality and operations managers.|
|5||Oracle||Subscribe||Subscribe||-16.5%||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. Grapeshot since 2012|
|6||NCR Corporation||Subscribe||Subscribe||-29.2%||Subscribe||In Hospitality, NCR’s Aloha Essentials for property management saw momentum across both Enterprise and SMB customers. In Banking, NCR reported Digital banking momentum and a continued shift to recurring revenue. Finally, in Payments, NCR is gaining traction upselling to existing customers. NCR’s restaurant technology is used by more than 100,000 restaurants around the world.|
|7||Pegasus Solutions||Subscribe||Subscribe||1.8%||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.|
|8||Workday||Subscribe||Subscribe||19.9%||Subscribe||Workday combines HR, payroll, finance, planning, and analytics in a single cloud-based system that is global and mobile-ready. This helps hotels, restaurants, and other hospitality organizations focus resources on driving customer service, growth, and profitability. Workday Customer Count: Workday HCM – 3825+, Workday Projects – 1275+, Workday Expenses – 1400+, Workday Financial Management – 1200+, Workday Procurement – 1050+ (including Scout RFP customers), Workday Inventory – 250+, Workday Grants – 250+, Workday Prism Analytics – 825+, Workday Adaptive Planning – 5800+, Workday has more than 9,500+ customers, more than 70% of which are live and in production, ranging from mid-sized businesses to more than 50% of the Fortune 500 and 70%+ of the Fortune 50.|
|9||Amadeus||Subscribe||Subscribe||-38.9%||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 an|
|10||UKG||Subscribe||Subscribe||0.8%||Subscribe||Over 500 organizations across all sectors of retail, hospitality, and food service industries leverage UKG solutions to engage their frontline workforce, ensure compliance, drive intelligent decision making, and deliver better outcomes for their business, their people, and their customers. Recent events have accelerated a digital transformation and UKG solutions provide robust automation and easy-to-use tools that deliver the mobility, self-service, and flexibility today’s workforce demands.|
Source: Apps Run The World, December 2021
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 2020-2025
- 2020 Hospitality Applications Market By Functional Market (16 Markets)
- 2020 Hospitality Applications Market By Country (USA + 45 countries)
- 2020 Hospitality Applications Market By Region (Americas, EMEA, APAC)
- 2020 Hospitality Applications Market By Revenue Type (License, Services, Hardware, Support and Maintenance, Cloud)
- 2020 Hospitality Applications Market By Customer Size (revenue, employee count, asset)
- 2020 Hospitality Applications Market By Channel (Direct vs Direct)
- 2020 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.
|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, December 2021
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 2015-2020 product revenues.
Their 2020 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.
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.