Five Questions to Answer Before Picking a New PMS

For hoteliers searching for new management software, wading through the seemingly insurmountable deluge of providers and solutions is so overwhelming that it delays purchasing decisions. Unfort unately, the longer a property uses an outdated PMS, the more potential revenue they lose.

To find the PMS solution that meets all your property’s needs, cut through the noise. Begin your process by answering a few essential questions about your operation, its trajectory and your investment capacity. This is a crucial preliminary exercise that refines your search to save time and energy.

1. Where is your existing solution falling short?

Hotel technologies have limited lifespans, and the scope of their offerings has grown rapidly. At its inception, the average PMS only managed the most fundamental processes like reservations and check-ins. Solutions have since evolved into intelligent foundational software that extends control throughout an entire organization. Virtually every facet of a property’s operation can now be automated or directed by a PMS. Ideally, it forms the core of all activity within the business.

Now, consider your property’s current day-to-day operations. In what areas does your existing PMS fail to ease the burden on staff, save time or improve the customer experience? An antiquated system trickles down its inefficiencies into your business to the detriment of your bottom line. Issues ranging from an overstretched workforce to lagging customer service can usually be traced back to an ineffective management system.

As technology develops, so should your expectations for your PMS. If your software does not meet your current needs, it certainly isn’t helping your operation grow. A new PMS will play a more centralized role in every part of your business, increasing operational efficiency and delivering greater returns on your investment.

2. Where are your greatest ROI opportunities?

The benefits a business can derive from an effective PMS are immense: elevated guest experience, streamlined hotel operations, improved performance reporting and business i ntelligence – just to name a few.

However, not every PMS solution supports all these areas at the same capacity. Inevitably, some solutions are better equipped than others to support certain focus areas and yield greater returns in those categories.

Examine the benefits your business stands to gain from implementing an ideal PMS solution. Assess the opportunity for returns each benefit presents to your specific operation. By forming a hierarchy of focus areas, you can narrow your options to prioritize providers that excel in delivering those returns.

3. What features should you prioritize?

Once you’ve set your preferred ROI focus areas, consider the specific features and functionalities your next PMS must offer to support activities within those high-priority categories.

Critical functionalities like front and back-office management, channel management, housekeeping, revenue management and analytics reporting are just a few of the essential features to look for. Compare tools between solution providers to gauge which solution best supports your operation’s high-return activities.

Also, consider what, if any, third-party integrations a new PMS will need to facilitate. Though PMS is now designed as a comprehensive solution, it’s not unusual for properties to continue utilizing other software solutions in conjunction with a PMS before gradually consolidating their tech stack. Some standard integrations hotel operators need to support include global distribution systems, central reservation systems and accounting solutions.

4. What solution will support your staff?

PMS technology should make every process faster and easier for the staff using the system. When considering a solution, examine the software’s usability. Clunky user interfaces hinder a team’s ability to learn new platforms. Streamlined, intuitive systems allow end-users to navigate with ease, s peeding up adoption. Consider the training the solution provider offers first-time end users. User training plays a major role in getting the most out of a PMS.

Your staff also needs mobile technology to support hands-on hotel management. They cannot be bound to their desks and provide excellent guest services. Look for PMS options that feature mobile communication support so your staff can improve operational efficiency and provide a five-star guest experience wherever they are at any time.

Build a clear understanding of the platform’s customer support process before making a buying decision. Any new PMS you consider should offer 24/7 support and reputable customer service. Perform reference checks on the service element of the provider you’re considering to reduce headaches and unexpected costs in the future. Ensure the PMS provider regularly updates the software as new versions are released, so employees always have access to the latest version.

5. What is your total cost of ownership?

Market growth has made PMS technology competitively priced, making solutions more accessible to operations of all sizes. Still, a new PMS is one of the largest investments most hospitality operators will oversee. The transition to a new system requires up-front costs, staff training and a learning curve. Find out if you’ll be paying for things down the road like software updates, technical support, infrastructure or maintenance. Establish with the solution provider that all installation, licensing, maintenance, ongoing service, and support fees are included in the pricing.

Now, compare that total cost of ownership to the savings and revenue opportunities your new PMS offers. A well-fit property management solution delivers value in the form of reduced labor, increased operational efficiency, higher occupancy and much more – all resulting in increased revenue and profitability.

Wrapping Up

While your operation’s responses to these questions are informative individually, the comprehensive narrative they lay out is the most useful tool at your disposal during the search for a new PMS. By first thinking critically about where your organization is now and its trajectory, you can make a well-informed, strategic purchase that supports your business’ growth, and you’ll save time doing it.