Technology

PMS Systems: Essential to business efficiency

When it comes to software in the accommodation industry there are so many choices and so little time.

This feature aims to help you pick the software that works for you.

Whether looking to organise administration for a 500-room hotel or an eight room bed and breakfast, every property benefits from a fully integrated property management system software package that includes a variety of features customised specifically for your needs. Ideally the package would be designed to fit your particular company profile whether you are a small yoga retreat, a hostel, a motel, a boutique hotel or a large widespread resort.

When considering the installation of a hotel software package you should ensure that your choice is up-to-date with all the latest technology; straightforward; functional; and, most importantly, that during the installation it will not disrupt your guest’s experience.

For a satisfactory outcome for all, the software should be an all-in-one integration of the system and it must be seamless.

The requirements of both front office (check in, check out, guest reservations) and back office (housekeeping, night audits, staff management, travel agency, guest history) should be met. A multi-dimensional solution for all your accommodation management needs should be the aim.

Essentially the software you choose must be easy for all its users to operate and so it is essential that the offered training is professional and educational.

Thorough, consistent aftercare and both long and short term support is certainly desired to ensure a seamless operation: in this way, your software solution should mould to your business not confuse it.
Growth is of paramount importance to any business and a good software solution is integral to its development.

Not only are technological tools that save time and money great investments but installing applications that aid more accurate transactions are a necessary part of running a successful modern business; for instance, the software you employ to generate online bookings has the potential to slow or boost hotel profits.

Choosing the right software is consequently essential. Some software choices may incorporate an application that sends SMS confirmations to your guest’s mobile phone; they may also automatically update your booking sheets, or offer connections to social networks, which puts your target market into the palm of your hand so you can promote your business to its full potential.

When you are on the look out for a new software solution, you are looking to catapult your business into a new and exciting realm of technological profit.

But how do you know what system will suit your business and meet your management needs? How affordable is the software and how much will it enhance and develop your brand?

We have found several software companies who provide PMS software solutions specifically designed for hospitality properties and we have asked them the questions you need to know the answers to.

Hirum logo-200x100

Sylvia Johnston answers on behalf of Hirum Australasia:

  1. Can you give us a brief overview of your company?
    Hirum has been established for 21 years and is currently the leading supplier of PMS and trust account business solutions on the Australian, New Zealand and Asia Pacific markets.
  2. What types of accommodation properties are suitable for your PMS software?
    Hirum services resorts, permanent complexes, hotels, motels, backpacker accommodation facilities, marinas, bed and breakfasts, ski resorts, and mining accommodations are all suitable.
  3. Are your systems cloud based or desktop applications?
    Our systems can run both on the cloud and via a desktop application.
  4. Can you give us a brief overview of front office applications?
    Hirum handles everything from the initial enquiry through to guest arrival; including marketing, housekeeping, maintenance and accounting. Basically there is nothing we cannot handle for our clients and Hirum also has a fully integrated channel management solution as part of its front office offering.
  5. Can you give us a brief overview of back office applications?
    Whether trust accounting or non-trust, Hirum handles both. We also provide full audit trails, accrual accounting, owner’s payments, manager’s ledgers and supplier payments among many other things: our reporting is phenomenal because it covers all aspects of a business.
  6. What add on modules are available?
    Phones, Internet, point of sale, in-house movies and room key interfaces are all available as add on modules.
  7. How are online bookings handled within the system?
    These are fully automated by our own integrated solution. Hirum has its own channel manager designed as part of the Hirum solution. Our on line booking solution allows managers to vary pricing and add on packages on the fly, all of which appear seamlessly within their front office solution as soon as the booking is made.
  8. Do you offer interfacing with third party software?
    We interface with a myriad of third party products, from other PMS solutions, channel managers and add on modules such as those as listed above.
  9. Do you offer guest information database and marketing options?
    This is fully integrated within Hirum, alleviating the need to outsource marketing with a third party.

  10. Do you offer social media monitoring?
    We recommend a variety of well respected third parties for this, who are experts in their field.
  11. What level of training and support do you provide?
    All managers are trained by our in house staff prior to taking over the business. Support is also available 24/7 for emergencies via the telephone and for everything else via telephone, fax, email and eLearning support on our website, which is highly regarded. This is available at no additional cost to our clients on a maintenance contract with us. We also hold free monthly in house training sessions, these will soon be available via webinars to afford our remote clients the same benefit as those within travelling distance of our office.
  12. How does your pricing compare with others in the marketplace?
    Hirum is well known as the most affordable full business solution for the accommodation industry on the Australian market. Our pricing has only increased twice over the past 15 years, on both those occasions it was less than 2% even though our contracts allow for an annual 5% increase.
  13. What makes your PMS software stand out over your competitors?
    We believe our product remains in the lead for many reasons. One is our commitment to ongoing development: we employ our own development staff full time and always have a three to five year schedule in place to ensure we are ahead of up and coming technology as well as our competitors. We travel the world reviewing new technology and are very innovative when thinking outside the box.  We also listen to our clients and develop solutions based on their feedback as to what tools they need to make their life easier. In addition, our support and ongoing zero cost training is second to none, allowing users to learn as much about the software as they like.
  14. What future development ideas and upgrades are planned?
    Hirum has some great new features in the pipeline, many in final stages of live testing with some of our clients. However we never release details of these prior to full release to ensure we take the market by surprise and continue to stay well ahead of our competitors.

GuestCentrix logo-200x100

Craig Dennington answers on behalf GuestCentrix from CMS Hospitality:

  1. Can you give us a brief overview of your company?
    CMS Hospitality was established in 1983, specialising in providing software solutions for the hospitality industry. The GuestCentrix property management system is a mature and feature rich application that is widely utilised throughout the industry both domestically and internationally. Based in Sydney, the company also has offices in Christchurch and London.

  2. What types of accommodation properties are suitable for your PMS software?
    GuestCentrix solutions are utilised by a wide range of clients including hotels, motels, serviced apartments, boutique hotels, island and ski resorts as well as conference venues and other facilities ranging in size from ten rooms up to large multi-property chains.
  3. Are your systems cloud based or desktop applications?
    GuestCentrix offers the option of being installed in the cloud or on site at the property depending on individual client needs.
  4. Can you give us a brief overview of front office applications?
    GuestCentrix PMS offers a powerful but straightforward reservation system that allows users to create group and allotment reservations as well as associate a reservation with a company, travel agent or wholesaler. Each reservation supports one or more guests and displays a full guest history alongside special requests and billing instructions. The PMS system allows users to schedule room moves and rate changes within a single reservation; customised confirmation letters can be generated and sent via email or be printed for mailing.Guest check in and check out is quick and easy; the cashier menu allows rapid and accurate folio display, printing, posting of charges, access to comments on guest accounts and a simple click through to guest reservation details. Folio templates are customisable, with unlimited transaction and rate codes configurable within the system.

  5. Can you give us a brief overview of back office applications?
    GuestCentrix PMS offers an open item debtors system integrated with the front office. The AR module allows a property to closely control credit status of companies-agents-wholesalers with authorised charge back facilities. Furthermore, accurate account statements and detailed reporting assist in debtor control whilst general ledger extracts may be generated for a number of third party accounting systems.In terms of housekeeping, GuestCentrix PMS makes it simple to update a room status either directly via the desktop, a tablet or PABX. Four maid status options are available (clean, dirty, in room and inspect) and any changes are taken into account on check in or in the event of a room move. The housekeeper has the ability to assign rooms to individual attendants for cleaning with an option to setup estimated cleaning times for each room. Room status reports can also be printed for each room attendant as well as forecast cleaning times.

  6. What add on modules are available?
    The GuestCentrix PMS is central to the range of software solutions offered.Additional modules which may easily be integrated to the PMS include: central reservations solution, central reporting for CRS, point of sale, inventory management for POS, conference and banqueting, tour desk, repairs and maintenance, trust accounting solution, web apps, web res and yield manager.
  7. How are online bookings handled within the system?
    First of all, GuestCentrix web res integrates the property website directly with the PMS with no ongoing per booking fee. The property database is instantly updated with the reservation details and a booking confirmation email is sent to both the property and the guest. Secondly, GuestCentrix has partnered with many channel distribution systems such as Siteminder, Levart and STAAH among others so that the PMS manages both rate and availability and uses powerful yielding tools across the channels to maximise revenue.

  8. Do you offer interfacing with third party software?
    GuestCentrix interfaces to many different systems including: PABX, door locking, security systems, energy management systems, movie systems, spa, point of sale, loyalty and Internet billing.
  9. Do you offer guest information database and marketing options?
    GuestCentrix operates on a Microsoft SQL database that allows data mining direct to Excel. With over 250 reports available from the PMS, guest information and database marketing options are easily accessible. Integration to CRM solutions such as Libra OnDemand and marketing systems like Intouch Data is possible.
  10. Do you offer social media monitoring?
    No, social media monitoring is not provided.
  11. What level of training and support do you provide?
    On site training is provided upon initial install and is then backed up by a 24/7 support service. The support team is directly employed by CMS Hospitality. When you call the GuestCentrix support team you will always speak to a real person, not a paging service or an overseas call centre.
  12. How does your pricing compare throughout the marketplace?
    GuestCentrix software is very competitively priced for the level of functionality, design, speed and stability offered.
  13. What makes your PMS system stand out over your competitors?
    GuestCentrix software is locally designed, developed and supported; regular software updates are standard and access to upgrades is free for existing customers. GuestCentrix software is also extremely user friendly, offering a complete range of software solutions for properties of all sizes, allowing business to operate efficiently and effectively. The software is fast and stable, scalable and modular allowing for growth within your business. GuestCentrix trust accounting is a powerful tool for strata title properties while centralised solutions works well for multi-property accommodation groups.We also support the continued development of web apps for smart phones and tablets.
  14. What future development ideas and upgrades are planned?
    Our continued integration to third party systems such as IDeaS Revenue Management is something we have in mind for the future, along with a multi currency payment gateway. Continued enhancements to web apps including updated housekeeping and mini bar solutions are also planned, as well as kiosk integration for self-service check in, and enhancements to central reservations and central reporting for multi property groups.

iqsoftware logo-200x100

Carol Nesbitt answers on behalf of InnQuest Australia:

 

  1. Can you give us a brief overview of your company?
    The team at InnQuest Australia has been together for over a decade providing superior services to our clients and with our training and supportive staff, who are all former hotel staff and so understand an accommodation provider’s needs.  We have a deeper knowledge and comprehension of the industry.  We have been servicing businesses since the DOS days and have grown alongside the roomMaster property management system since its first site was installed in the mid 1990s.
  2. What types of accommodation properties are suitable for your PMS software?
    RoomMaster is uniquely modular, with four separate editions making its base product suitable for all manner of properties and businesses.With add on modules that further expand its already superior features, meeting every hospitality need.
  3. Are your systems cloud based or desktop applications?
    InnQuest products are server based, ensuring that any property, CBD or remote is not reliant on Internet facilities to effectively run the business.
  4. Can you give us a brief overview of front office applications?
    RoomMaster offers the user a simple to use yet powerful front office system that permits reservation input from a base chart if necessary or a clever space booking, which allocates rooms based on their type, allowing the software to maximise occupancy and consequently maximise accommodation revenue based on the occupancy rate. Staff all over the country recommend roomMaster because of its simplicity; management all over the country recommend roomMaster because of its powerful query wizards, expert report writing and embedded management tools. The user defined letter/email editor enables a library of guest correspondence that can be auto scheduled to ensure that your guests receive complete end to end communications, making them feel like a VIP.
  5. Can you give us a brief overview of back office applications?
    With export capabilities, which take financial data directly to off the shelf accounting packages, powerful accounting and historic reporting, along with the ability to track the pace of incoming reservations this year to last, the roomMaster back office functions completes the picture. Full aged debtors suite, easy reprint of invoices and auto email debtors statements with invoices attached ultimately makes roomMaster the product that accounting staff choose.
  6. What add on modules are available?
    The roomMaster suite of products includes an intuitive iQ-Point of Sale system; an external posting interface module to connect your property to the various guest services systems (PBX, in-room Internet, movie systems, spa packages etc); iQ-Worldlink to connect to channel managers; roomMaster.net to provide real time on line Internet reservations direct from your own website; iQ-Keylock interface to connect to electronic security systems; iQ-Schedule to assist with the planning for function rooms; spa or therapy resources, and iQ-Currency for those requiring quick conversions on a guest account.
  7. How are online bookings handled within the system?
    The online presence available in roomMaster is very complete, from our own roomMaster.net providing real time on line reservations direct from the hotel website giving guests the ability to see and read about their room facilities, to the connectivity to channel managers that allows the hotel to collect thousands of electronic reservations, updating availability out to the channels every few minutes.It is entirely conceivable to fill the property without having to input a reservation.
  8. Do you offer interfacing with third party software?
    Various packages are fully certified to interface with roomMaster using the many interface platforms currently offered and this list grows every week with properties around the world looking for new connectivity.
  9. Do you offer guest information database and marketing options?
    The unique guest profile database in roomMaster creates a “master” record for each guest and pins all reservations both future and historic to this record – likes and dislikes, rates and room preferences, with the ability to then rank guest profiles and show historic spending trends.
  10. Do you offer social media monitoring?
    InnQuest Australia and the roomMaster Property Management System enables automatic emailing from within roomMaster. We also have the option to export the guest profiles to an off the shelf customer relations management system for further dissection and use.
  11. What level of training and support do you provide?
    Our first option is always to have an InnQuest Australia trainer on site for a short period of time, usually four to five days, who can properly install and commission the software, train the staff efficiently and take the roomMaster package “live”, ensuring the front office team are comfortably performing their duties in the system before our trainer departs. Then our ongoing support kicks in, answering all calls for assistance, using remote dial in services where necessary to get any issue resolved quickly and allowing hotel staff to get back to their work. InnQuest Australia’s support packages are twofold and cover properties of all sizes. Our support is handled by people who have worked extensively in the industry before being welcomed into our team, so they understand the problems you face.
  12. How does your pricing compare in the marketplace?
    RoomMaster property management software is priced to suit any type of property with scaled base license fees calculated by looking at the number of rooms. As a modular system, we can grow with every client, meeting the needs of today and tomorrow.
  13. What makes your PMS software stand out over your competitors?
    InnQuest Australia is continually evolving and keeping pace with the fast moving hospitality industry. Our word of mouth referrals are clear evidence that the people enjoy using roomMaster, which we are constantly installing to replace other outdated, inadequate packages. Our software also comes with a support package that saves properties hundreds of dollars by reducing their annual support and maintenance bills.
  14. What future development ideas and upgrades are planned?
    Our developers receive ideas and requests from all over the world, every day, and these requests form much of our product research and development. Couple this with dedicated technology observations, and roomMaster continues to lead the way in assisting properties of all type and size to provide better services more efficiently.

 

Charts logo-200x100

Jennie Niccol answers on behalf of OnLine Systems:

 

  1. Can you give us a brief overview of your company?
    OnLine Systems has been in business for over 20 years now and is the Australian developer of ChartsPMS software and related interfaces. It not only sells the products but provides support and training.  Our head office is situated in Australia, with representative offices located throughout South East Asia, Europe and South Africa.
  2. What types of accommodation properties are suitable for your PMS software?
    ChartsPMS suits a range of property types and sizes that includes bed and breakfasts, backpacker hostels, boutique hotels and large multi-property enterprises.
  3. Are your systems cloud based or desktop applications?
    Our systems can run as a networked desktop application or on a cloud based server that is accessible by clients anywhere.
  4. Can you give us a brief overview of front office applications?
    All front office applications are supported, including reservations, check in/check out, yield management, smart phone booking engines, guest billing, automatic key encoding, automatic telephone, Internet and POS postings. Our very powerful guest profile database also provides instant guest related information to the receptionist, enabling a more personalised service. Automatic email confirmations, post stay surveys as well as pre and post stay SMS messages can also be generated automatically.
  5. Can you give us a brief overview of back office applications?
    For back office, ChartsPMS provides full financial and statistical reporting, a fully integrated accounts receivable ledger and a travel agent commission tracking module. Macro rate management is also provided for set seasons and micro rate management is aided by a powerful yield module allowing for dynamic daily rates.Full housekeeping functions are provided, as well as another unique feature of ChartsPMS – the optional competitor tracking module that allows for live monitoring of up to ten competitor rates at the room type level, with alerts triggered for your property when its rates are too high or low compared competitors.
  6. What add on modules are available?
    Virtually all types of Interfaces are catered for including: key lock, PABX, POS, video-on-demand/movie, enterprise, SMS and credit/debit/loyalty card systems.
  7. How are online bookings handled within the system?
    ChartsPMS has a fully integrated booking engine for the property’s website as well as a fully integrated channel manager for over 40 channels, including Wotif, Expedia, booking.com and full GDS capability. A booking widget is available for insertion in the property’s Facebook page for live bookings.
  8. Do you offer interfacing with third party software?
    If a client needs it we can provide interfaces to any third party software that has the capability of interfacing.
  9. Do you offer guest information database and marketing options?
    An extensive guest profile system is fully integrated, with the capability of automatic regular email shots directly from Charts or a CSV export of relevant data to be then processed by the marketing company. We can provide regular outputs to InTouch Data for their analysis and reporting.
  10. Do you offer social media monitoring?
    No, social Media Monitoring is not provided.
  11. What level of training and support do you provide?
    Training is available as required by the client to make sure any new installation is quickly brought to operational speed. 24/7 support is  of course provided as part of the system cost.
  12. How does your pricing compare throughout the marketplace?
    ChartsPMS pricing is very competitive, providing very good value for money with the included features.This has been acknowledged by the industry with installations across the globe including USA, Canada, Brazil, South Africa, UK, France, Spain, Portugal and Poland.
  13. What makes your PMS System stand out over your competitors?
    Fully integrated web booking engine, channel manager and competitor tracking separates us from the rest.
  14. What future development ideas and upgrades are planned?
    The latest technology features are always on offer. ChartsPMS was the first to provide live bookings from Facebook and to have a fully integrated channel manager. We are also probably the only PMS system capable of live competitor rate comparison and rate override.

 

newbook logo-200x100

Brad Applegate answers on behalf of NewBook eManagement Technology:

 

  1. Can you give us a brief overview of your company?
    NewBook is a state of the art, browser-based property management system that incorporates the latest in Internet technology and convenient mobility. It uses cloud reservation software that is people-friendly and its straightforward interface easily makes it the most intuitive system to work with. NewBook has been developed from the ground up in conjunction with over 10 year’s worth of feedback from managers and staff at resorts, holiday parks, hotels and motels throughout Australia.  It is also a profitable marketing tool as the PMS captures a wide range of data needed to make correct marketing decisions. NewBook carries a full set of power-packed tools; – every major and minor component of your accommodation property requirements right from online bookings, check in – check out, housekeeping, maintenance are all catered for as well as it’s many other functionalities.
  2. What types of accommodation properties are suitable for your PMS Software?
    We accommodate holiday park, hotels, motels, caravan parks, resorts, apartment buildings and multi national groups
  3. Are your systems cloud based or desktop applications?
    The system is cloud based.

  4. Can you give us a brief overview of front office applications?
    NewBook offers a range of services including access code generation for security gates, booking correspondence to guests, check in and out, surveys, client accounting, charges, payments, receipts, invoice, virtual credit card integration, quoting, booking chart, group bookings, company profile, guest profile, housekeeping, maintenance, meter reading, repeat tasks, task lists and a task calendar.
  5. Can you give us a brief overview of back office applications?
    NewBook offers category setup, template setup and editing, tariff setup and editing.
  6. What add on modules are available?
    NewBook add ons currently include boom gates, NewBook corporate, booking engine, Facebook booking engine, membership integration, SMS integration, email marketing and third party accounting system (Xero.com). An exciting new module called NewBook Corporate is coming soon.
  7. How are online bookings handled within the system?
    Full integration with our booking engine, mobile booking engine and easy connection to Siteminder allows all third party bookings to be placed into NewBook. The instant inventory automatically updates to the website and third party booking channels.
  8. Do you offer interfacing with third party software?
    NewBook offers interface with CS-tek Security Gates and integrates with MYOB and  Xero.
  9. Do you offer guest information database and marketing options?
    We have many reports that offer booking and financial information and guest profile databases that display all of the booking, account balance notes and much more. NewBook also has many marketing tools.
  10. Do you offer social media monitoring?
    We have Facebook booking engine available to all.
  11. What level of training and support do you provide?
    NewBook offers remote desktop, phone training and/or onsite training. We can offer training to staff on the data that we import into NewBook and we have in built video tutorials and documentation.
  12. How does your pricing compare throughout the marketplace?
    Our pricing reflects the quality of NewBook property management system and the higher quality of service we provide.
  13. What makes your PMS system stand out over your competitors?
    Without delving too deep into details, our PMS has proven to increase staff efficiency, reduce running costs and most importantly increase the number of online booking that you receive.
  14. What future development ideas and upgrades are planned?
    We have a lot of surprises coming up over the next few months, the likes of which have never been seen before in the industry.

 

satin logo-200x100

Geoff Allen answers on behalf of Satin Software:

 

  1. Can you give us a brief overview of your company?
    The Satin Software front office system is developed and marketed by Programania Software P/L incorporated in 1990. Programania is based at Nowra in NSW, installing and supporting Satin Software throughout Australia.
  2. What types of accommodation properties are suitable for your PMS software?
    All Australian motels and hotels and the current property size range is from three rooms to over 100 rooms.
  3. Are your systems cloud based or desktop applications?
    Desktop. Satin keeps working even when your Internet connection falls over and your data always remains in your own possession and control.
  4. Can you give us a brief overview of front office applications?
    It is a comprehensive system, which covers almost all front office requirements for a typical Australian motel.
  5. Can you give us a brief overview of back office applications?
    Not offered.
  6. What add on modules are available?
    Absolutely none. Because with Satin Software, everything we can do for our clients is included in the base system.
  7. How are online bookings handled within the system?
    It is fully automatic. Availability changes are pushed to your channel manager system immediately after the availability changes. Bookings are retrieved from your channel manager system. They go directly into Satin without human effort. A ‘review bookings’ screen enables the operator to check and monitor download operations.
  8. Do you offer interfacing with third party software?
    Yes.  Many interfaces are already available, including: channel managers, PABX bi-directional interface, SMS sending, email sending, credit card swipe readers, point-of-sale systems, guest room Internet access systems, electronic door lock systems, video on demand systems, check-in systems and touch-screen kiosk for after hours check in. We also data export to MYOB etc. Development of new interfaces is included within the Satin subscription cost.
  9. Do you offer guest information database and marketing options?
    A guest history database is automatically generated and can be mined selectively for data export. Internal reporting provides all the essential marketing information for the property.
  10. Do you offer social media monitoring?
    No.
  11. What level of training & support do you provide?
    We offer complete and unlimited support; either on-site or via remote control and phone.
  12. How does your pricing compare in the marketplace?
    The headline cost of Satin is at the upper end of the range, commensurate with its quality. This is an all-inclusive cost, however and is never exceeded. There is no initial cost and no extra costs ever.
  13. What makes your PMS stand out over your competitors?
    Satin front office has many clever and thoughtful features that makes work time much more productive. The ingeniously simple design makes it fast, effective and enjoyable to use. It is extremely sophisticated but not complicated. The all-inclusive nature of our service makes Satin an excellent, high-value asset to your business, with very few limitations.
  14. What future development ideas and upgrades are planned?
    Satin is always improving through our process of continual evolution of the system, guided by the requests of our clients. Some of the major items in progress at the moment are full yield management and a transition to full graphic reporting.

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