The hotel property management system (PMS) allows hospitality groups to automate operations individually at each of their properties while still being able to coordinate activities as a group. Everything from reservations and the front office to housekeeping and accounting can be automated and managed by the software. Some of the more desirable features in such a PMS are discussed below.
The primary requirement is for each property to be plugged into the group's centralized yield management and reservations network. Putting aside the intricate complexity of how this works, the important thing to remember is that the PMS allows the hotel to offer guests a simple and automated process for booking a room at nightly rates that vary according to demand and occupancy. Guests will be able to complete single or group bookings on one screen, and check-ins are likewise a single-step process.
Another important requirement is for the software to be able to provide guest history. When a guest provides a name to complete the reservation form, the database is scanned for past stays by the same person. The other fields in the form are automatically filled if the guest is a repeat visitor, thus speeding up the booking process.
A quick scan of the history allows the front-desk clerk to show that they recognize the guest and welcome them back. The ability to look up a guest's history may also help the staff provide better service. Upgrades and freebies may be offered based on past requests and spending by the guest at the same hotel or with other hotels in the group.
The same database scan may also prove useful for and loss-prevention and enhanced security. Every hospitality company maintains a record of blacklisted people who should not be allowed to stay. Some are guests who have unpaid bills, while others may have been caught stealing, doing something improper or causing damage to hotel property.
The PMS can also be linked with operational systems such as door-locks and pay per view, along with POS units for in-house restaurants, bars and convenience stores. The same system can also handle HR, inventory and other back-office operations which do not require interactions with guests. All this data will flow into a centralized database that can be used not just for billing and accounting, but also for creating detailed reports for analysis.
Since the same software is handling all this, it reduces the need for IT spending, training, upgrades, hardware and staff for multiple systems. It also improves security with a single log-in for each user based on their access level. With the introduction of cloud-based solutions and mobile apps, the IT infrastructure savings and the ability to use the software from anywhere makes it that much more powerful and productive.
At the end of the day, the hospitality business remains a huge and complex setup that must remain operational round the clock. It involves hundreds of guests and employees, regular maintenance and lots of hard work. An experienced GM leading a competent team can pull it off and keep guests happy with personalized care and attention. But this is only possible if the hotel property management system is handling all the routine tasks, so that the staff can focus on the details.
The primary requirement is for each property to be plugged into the group's centralized yield management and reservations network. Putting aside the intricate complexity of how this works, the important thing to remember is that the PMS allows the hotel to offer guests a simple and automated process for booking a room at nightly rates that vary according to demand and occupancy. Guests will be able to complete single or group bookings on one screen, and check-ins are likewise a single-step process.
Another important requirement is for the software to be able to provide guest history. When a guest provides a name to complete the reservation form, the database is scanned for past stays by the same person. The other fields in the form are automatically filled if the guest is a repeat visitor, thus speeding up the booking process.
A quick scan of the history allows the front-desk clerk to show that they recognize the guest and welcome them back. The ability to look up a guest's history may also help the staff provide better service. Upgrades and freebies may be offered based on past requests and spending by the guest at the same hotel or with other hotels in the group.
The same database scan may also prove useful for and loss-prevention and enhanced security. Every hospitality company maintains a record of blacklisted people who should not be allowed to stay. Some are guests who have unpaid bills, while others may have been caught stealing, doing something improper or causing damage to hotel property.
The PMS can also be linked with operational systems such as door-locks and pay per view, along with POS units for in-house restaurants, bars and convenience stores. The same system can also handle HR, inventory and other back-office operations which do not require interactions with guests. All this data will flow into a centralized database that can be used not just for billing and accounting, but also for creating detailed reports for analysis.
Since the same software is handling all this, it reduces the need for IT spending, training, upgrades, hardware and staff for multiple systems. It also improves security with a single log-in for each user based on their access level. With the introduction of cloud-based solutions and mobile apps, the IT infrastructure savings and the ability to use the software from anywhere makes it that much more powerful and productive.
At the end of the day, the hospitality business remains a huge and complex setup that must remain operational round the clock. It involves hundreds of guests and employees, regular maintenance and lots of hard work. An experienced GM leading a competent team can pull it off and keep guests happy with personalized care and attention. But this is only possible if the hotel property management system is handling all the routine tasks, so that the staff can focus on the details.
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