Is your Property Management System the right fit for your motel?
Op-Ed: Emily Stephens explores the key signs that reveal if your PMS choice is truly up to the mark!
Property Management Systems or PMS, play a significant role in managing an accommodation business. Almost gone are the days where booking systems were made up of large sheets of paper on the reception desk made up of coloured in squares and numbers to signify the rooms and bookings for the month.
In my 20 plus years’ experience in accommodation, both in Australia and overseas, I’ve had the privilege to work with a number of systems. From set up and key card access integration, simple to the not so simple systems, there are so many options out there it can be quite confusing.
The most important aspect for a PMS is to be the right system for your property. There is no need to have all the bells and whistles when you’re not going to use the bells or the whistles.
Here are a few important aspects of a PMS to consider when choosing the right one for you and your property:
- Easy reservation management & viewing: One of the first things to look for when researching a new system is that it has a user-friendly reservation layout and system. Most software systems have a calendar layout similar to an excel spreadsheet with dates along the top and the room types down the side which correlates with the reservations. All of the reservation information is located within the “cell” or block. Changes to the reservations should be easy to complete for modifications and upgrades as well as maintaining a log of changes within the reservation for reference when required.
- Guest communication: Systems should be able to provide at least three forms of guest communication to the guest. These include confirmation, pre and post stay letters and all of these need to have the ability to personalise and edit for your property. The reservation details will include a log so that the office team can see the communication that has been sent to the guest and the details of the reservation to ensure a positive guest experience.
- Channel manager: Recently developed and up to date property management systems will have a channel manager built in. Along with the property’s own website and booking engine, the channel manager will be linked to all online travel agents and wholesalers. This will enable the property to manage its distribution from the one place within the property management system. This can also be a cost saving measure as one system will be cheaper than having a PMS and a separate Channel Manager.
- Housekeeping & maintenance systems: Most systems cater for large properties and teams which include facilities for maintaining logs and communication within different departments such as housekeeping and maintenance. For a smaller property this may not be required, however the maintenance and housekeeping logs can be handy for reference purposes i.e. making notes of when a hot water system was replaced in a particular guest room.
- Accurate reporting: Every system should provide accurate reporting on occupancy, average daily rates, RevPAR, housekeeping, corporate and customer accounts. Of course, the information is only as accurate as the information that is entered into the system. So accurate data entry is the start of accurate reporting. Define which reports the property needs and start from there to ensure the system has all the information and segments that you desire.
- Easy integration: With technology changing so quickly it is important that the system is able to move with the times. When looking at a new system ensure that it is able to be easily integrated with other systems. If not included within the system, integrations with keyless entry systems, payment gateways, accounting systems, yield management or dynamic pricing and CRM tools can be essential items for the property now or in the future.
- Cost effective: A PMS will be an ongoing cost for your business. Similarly to other cost management areas the cost of the PMS should be reviewed regularly. Check the invoices and contact the sales team to ensure you are getting the best bang for your buck for your property. Are you paying for an aspect of the software that you are not using or are you paying too much compared to other systems and the size of your property?
- Cloud based & strong security: Most Property Management Systems are now cloud based which allows the operator to access the system from anywhere which can be very handy indeed. With this in mind also consider the security of the system, after all the system is holding personal information of your guests and your business.
At the end of the day, you will need to find a system that you are comfortable with, enjoy using and is going to suit your property. It is important that the system you choose has all bells needed for the property to operate smoothly and efficiently without too many whistles to be cumbersome.
There is definitely not a one size fits all for property management systems in the accommodation industry.
Emily Stephens, Founder and Managing Director of The Accommodation Project, has been working in accommodation operations for over 20 years. Starting as a receptionist, she has worked her way through the ranks in different types of accommodation both overseas and in Australia to now operate an apartment hotel with her husband in a beautiful coastal town in Victoria. Combining her passion for the industry and wanting to help and support fellow operators, The Accommodation Project was created. Building on the confidence and proficiency of newcomers so that all properties find their place in an ever changing and exciting sector.