Assessment of problems in forming hotel communication systems

The article investigates problems of forming an integrated communication system in hotel enterprises of the Russian Federation under conditions of rapid industry growth. Key components of modern hotel communication architecture are analyzed: Property Management Systems (PMS), personal messengers, specialized collaboration platforms, face-to-face verbal communication, and guest feedback systems. Based on official data from Rosstat, analytical reports from NF Group, IT-World, TAdviser and consulting companies, main problems are identified: fragmentation of communication channels, low degree of information systems integration (about 70% of hotels have implemented digital technologies, but their integration level remains low), use of multiple heterogeneous systems without unified architecture (“technology zoo”), difficulty in coordinated information transfer between departments, shortage of qualified IT specialists. It is shown that the Russian hospitality market demonstrates significant growth: in 2024, revenues reached 1.04 trillion rubles (27% growth), tourist flow reached 92 million people, more than 80 new hotels with 9 thousand rooms were opened. However, rapid growth creates new challenges for effective communication management and requires a systematic approach to digitalization. Practical recommendations are proposed for optimizing hotel communication systems based on a three-level approach according to enterprise size (up to 50 rooms, 50–200 rooms, more than 200 rooms), phased systems integration, personnel training, and compliance with personal data protection legislation requirements.