Property Managements System, aka PMS, is a crucial part of hotel’s management systems, taking care of booking reservations, guest check-in / -out, managing room rates, billing, reports making, and so on. Not to mention that nowadays it plays even greater role than ever, expanding far beyond just system for front-desk agents and managers. It now integrates services which are fundamental to delivering great guest experience, e. g. F&B Operations, housekeeping and maintenance management, revenue management, etc. The PMS system connects all the hotel’s systems together, creating a core of the business.
Is a part of service quality provided, but also part of the internal factor, productivity, and efficiency, to which it contributes, along with Revenue management system and other affiliated systems, the most, not to mention how it affects guest’s satisfaction.
The PMS itself has a lot of forms, but in general, it can be either purchased and adjusted to the hotel’s needs as a “semi-final” product or developed from the stretch. Most of the smaller hotels, of course, go for simplified, but efficient systems of high value for the lowest possible costs. Just for your imagination, I have put a table showing off how many options may a hotel choose from. At the top is Opera PMS Software, which is widely used by a lot of medium-sized and even large sized hotels. It was even operated by Hilton Worldwide, at least since they launched their own PMS to the wild.
Get to Hilton – as already half-mentioned, the company has invested more than $50 Million, the largest technology investment for Hilton, into developing its own PMS called “OnQ“. It had been developed a part of CRM strategy called “Customer Really Matter“, which even includes its royalty program HHonors and enables to individualize guest’s experience, among others.
Anyway, regardless of what type of PMS hotel purchased, it still focuses on delivering the personalized experience to the guest through data collection/guest’s history. Besides, it gives a hotel precise numbers about its performance expressed in ADR, RevPar, Occupancy rate, and may be a very powerful tool to manage a hotel, if used and integrated properly with other hotel’s systems.
There is also a very interesting table showing how much integrated the PMS system is with other associated systems, and even more appealing is to see how much it is supposed to increase in the upcoming years. From the figure bellow, we may see that Revenue management, which I was writing about in the previous post, have a significant role within PMS, as well as Inventory management.
That is the internal part of the PMS. And about the visible, external part? That proves to be interesting as well. Even though the data are from 2010, I believe they are still pretty relevant to show how important is to have properly connected PMS and other systems. The following tables shows the integration of Customer Relation Management system and PMS contributes to the customer satisfaction:
It shows us that guest’s expectations and preferences are constantly growing, and hospitality industry must face those challenges to provide the best possible individual and unforgettable experience. The PMS systems helps us to recognize those needs by keeping track with guests “on the way” and at the same time provides us every piece of information from preliminary stages indicating guest’s arrival to his/her departure, and provide us that information again when guest decides to be with that particular hotel again in the future. After all, customizing services is what most of the hotels are after, because honestly, who would not feel welcomed after someone call you by your name or even “remembered” you were there already.
List of other sources:
https://www.oracle.com/industries/hospitality/what-is-hotel-pms.html http://www.hotel-online.com/News/PR2004_3rd/Aug04_OnQ.html http://ackl00244.blogspot.dk/2013/03/the-onq-system-in-hilton-hotels.html http://www.hospitalitynet.org/news/4069762.html http://www.tblat.com/facebook/pdf/aberdeenpms.pdf http://www.capterra.com/hospitality-property-management-software/#infographic http://www.oracle.com/us/industries/hospitality/smart-decision-guide-hotel-2016-3216916.pdf?elq_mid=58827&sh=&cmid=BUMK160929P00063 http://www.hotelogix.com/blog/2016/09/10/a-property-management-system-has-become-an-integral-part-of-21-st-century-hospitality/ https://prenohq.com/2016/10/18/property-management-system-small-hotel/ http://www.infor.com/content/analyst/hpms-filling-beds-or-losing-cred.pdf/?wtDownl