Why PMS platforms are driving industry innovation
By Sarah Davison, Industry Reporter
Westin Hotels (then known as Western Hotels) is credited with launching one of the first centralised reservation systems, called Hoteltype, in 1947—an early precursor to today’s PMS and Central Reservation System (CRS). However, it wasn’t until the 1970s that dedicated Property Management System (PMS) technology truly began to take shape.
By the mid-1990s, PMS platforms had evolved to unify reservations, checkins, housekeeping, and billing. In 1995, online booking capabilities were introduced—though it would take several more years before widespread adoption across the industry.
Fast-forward to 2025, and today’s PMS platforms have transformed into powerful, interconnected ecosystems that go far beyond room management. These systems now sit at the core of modern accommodation businesses, driving operational efficiency, personalisation, and revenue generation. They are integrated across departments and technologies.
As guest expectations change and technology continues to shape the
The most important factor is finding a system that feels right for you and your property
hospitality experience, PMS providers are adopting AI, automation, cloud-based infrastructure, and API-led integrations to enhance operational efficiency and adaptability. Machine learning is increasingly used to support data-driven decisionmaking, helping future-proof hotels, resorts, and short-stay accommodation providers.
Cloud-based, scalable, and mobile-first
One of the most transformative shift s in recent years has been the move to cloudbased PMS platforms, and in 2025, this has become the norm. Across all styles of accommodation, operators are now
demanding systems that are scalable, secure, and accessible from anywhere.
Mobile-first interfaces are another musthave feature. Managers can now check occupancy, approve rate changes, view housekeeping statuses, or communicate with staff from their phones or tablets—an essential level of flexibility for teams working across departments or multiple sites.
In addition to access from anywhere, operators now rely on features like automatic synchronisation and the ability to launch deals based on realtime availability. This allows them to respond quickly to changing demand and optimise performance in real time.
AI-driven automation
Artificial intelligence and machine learning are redefining what a PMS can do. From intelligent upselling prompts to predictive maintenance alerts, these tools are helping operators stay ahead of both guest needs and operational demands.
AI-powered revenue management tools now dynamically adjust pricing based on realtime demand, competitor benchmarking, and broader market signals, enabling smarter, more agile decisions beyond what historical data alone can provide.
Even guest communication is becoming more intelligent. Integrated chatbots can respond to FAQs and escalate to staff members when required, share check-in instructions, and make tailored suggestions based on previous stays.
Additionally, a PMS can effortlessly maintain communication with guests throughout their stay.
From an operator’s perspective, the Founder and Managing Director of The Accommodation Project, Emily Stephens, says: “A good system should support at least three types of guest communication— confirmation, pre-stay, and post-stay messages. And all of these need to have the ability to be personalised to your property.”
Seamless guest experience
Today’s PMS platforms are designed to support a seamless guest experience across every touchpoint—from pre-booking information to encouraging post-stay feedback. Integrated guest profiles allow operators to personalise communications, room preferences, and service delivery without jumping between systems.
Self-service check-in kiosks, mobile room keys, automated digital compendiums, and real-time messaging are now integrated with the PMS to ensure consistency and ease throughout the guest journey and catering to preferences for the modern-day
guest. By eliminating manual processes and paperwork, operators are delivering faster, more responsive service.
Importantly, modern PMS platforms are also making it easier for properties to comply with accessibility and inclusivity standards by allowing guests to communicate specific needs prior to arrival and ensuring those preferences are carried through to staff workflows.
Integration is everything
The days of clunky, siloed systems are long gone. In 2025, best-in-class PMS platforms prioritise open APIs and seamless integrations with booking engines, payment gateways, CRMs, POS systems, housekeeping apps, and OTA channel managers.
This level of interoperability not only reduces admin burden but also creates new revenue opportunities, such as automated upselling, spa bookings, or dining suggestions, streamlined through a single dashboard.
A built-in channel manager is also a major advantage, streamlining operations and reducing the risk of double bookings. It can be a cost-saving measure too, as using a single, integrated system is often more affordable than managing separate PMS and channel manager subscriptions.
What’s clear in 2025 is that the PMS is no longer just a back-office tool. It has become the strategic hub of operations, informing decisions about staffing, marketing, pricing, guest experience, and loyalty.
Forward-thinking operators are leveraging their PMS data not just to run a property efficiently, but to understand guest behaviour, identify new revenue opportunities, and drive brand loyalty.
On a final note, Ms Stephens emphasises that the most important factor is finding a system that feels right for you and your property.
“It’s essential to choose a platform with all the necessary bells to keep operations running smoothly, without so many whistles that it becomes overwhelming to use.”
Strategic Transformation: Hamilton Island Enterprises
Located in the Whitsunday Islands in the heart of the Great Barrier Reef, Hamilton Island is one of Australia’s most soughtafter holiday destinations. With a year-round tropical climate, exquisite dining, and unique accommodation options, it attracts guests seeking everything from relaxation to adventure.
Recognising the need to modernise guest experiences and boost e ciency, Hamilton Island Enterprises (HIE) selected Agilysys Versa PMS and complementary solutions to unify operations and elevate guest services across the island.
“Engaging our teams at every level was key to selecting a solution that truly supports our operations and guest experience,” said Mr Van Santvoort.
“Our goal was to implement a coste ective cloud-native system that is intuitive, adaptable, and enhances both e ciency and service delivery across the island. Also important was procuring a system that was supported by training and support from its so ware provider.”
The suite now manages bookings and payments across all areas—from accommodation and spa to dining and activities—while supporting mobile check-in, food & beverage ordering, digital marketing, secure payments, and document management.
“The ability to easily integrate our POS with a next-generation PMS and complementary solutions was a key factor. Agilysys’ proven support and responsiveness reinforced our confidence in this partnership,” Mr Van Santvoort explained.
“Through our collaboration with
Agilysys, we saw an opportunity to integrate a suite of advanced, bestin-class so ware solutions tailored to the unique needs of our island operations,” he added. “By optimising digital interactions and automating repetitive tasks, we are making it easier for our teams to focus on delivering the warm, world-class service for which Hamilton Island is known.”
HIE’s shi to RevPAG has further refined pricing strategies and driven higher ancillary revenue through targeted upselling initiatives. With a unified view of guest activity and spend, the resort is delivering curated experiences that enhance satisfaction while maximising profitability.
With Agilysys Versa PMS, Hamilton Island has achieved a strategic transformation—streamlining operations, elevating guest service, and demonstrating the value of a technology partner aligned to long-term success.
The Future of Hotel Technology
Hamilton Island’s success illustrates the transformative potential of PMS technology. As hospitality continues to evolve, investing in a platform that can scale with industry trends and
guest expectations is crucial. Advanced PMS platforms incorporate AI-driven analytics, cloud-based flexibility, and seamless integrations to ensure hoteliers stay ahead of the curve.
With competition intensifying, hotels that embrace PMS innovation will optimise revenue, strengthen guest relationships, and improve e ciency. The right PMS doesn’t just support dayto-day operations—it enables hoteliers to confidently navigate the future of hospitality, backed by a technology foundation that drives real results.
In an era of rising guest expectations and operational complexity, hoteliers face increasing pressure to deliver seamless, personalised service while optimising profitability. The right Property Management System (PMS) is not just a so ware investment—it is the strategic foundation for scalable growth, sta productivity, and enhanced guest satisfaction.
A next-generation PMS delivers exactly that—o ering a cloud-based solution that streamlines operations, strengthens guest relationships, and drives profitability through data-driven decision-making.
The Backbone of Seamless, Personalised Guest Journeys
A PMS is more than a tool—it is an enabler of frictionless service. By consolidating reservations, guest data, and billing into one platform, it unifies the guest journey across departments and properties. The result is seamless service that anticipates needs, reduces waiting times, and fosters loyalty. It allows hoteliers to meet individual guest needs —whether through mobile check-in, digital keys, or realtime service requests—improving satisfaction while freeing sta to focus on hospitality, not administration.
A PMS unlocks the ability to deliver high-touch, bespoke experiences at scale. Through comprehensive guest profiles, it enables hotels to predict and respond to individual preferences, enhancing targeted personalisation. This data-driven approach empowers timely engagement, from personalised o ers and upgrades to proactive service recovery. As guest expectations rise, the ability to scale personalisation becomes a key di erentiator.
Driving Revenue and Efficiency Through Smart Operations
Profitability and productivity go hand in hand. A PMS supports both by aligning revenue strategies with streamlined workflows. Integrated with revenue management systems, it enables precise pricing and targeted upselling across services—from dining and spa to activities—maximising guest spend and revenue.
It also simplifies tasks. Automated housekeeping updates, real-time maintenance tracking, and unified guest data allow sta to respond faster and work smarter. Integrations with POS, OTAs, and other systems ensure accuracy, reduce administrative e ort, and empower sta to deliver exceptional service. When e ciency and revenue generation are synchronised, hotels achieve stronger margins while elevating the guest experience.
Email apac@agilysys.com to discover your potential revenue beyond the room or scan the QR code below.
Hamilton Island
Image courtesy of Agilysys
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RMS makes sunshine brighter at Rainbow Beach
By Grantlee Kieza OAM, Industry Reporter
When Katherine Leighton and Michael Yardley le behind long and successful IT careers in Sydney to chase a new adventure at Rainbow Beach, a tropical paradise in southeast Queensland, they plunged into the management rights industry, initially feeling waves of trepidation
The couple manage Rainbow Ocean Palms Resort, perched atop Cooloola Drive, and Rainbow Getaway Holiday Apartments, just a short two-minute drive down the hill. Both properties now utilise RMS Cloud software for their property management systems and according to Katherine, RMS and RMS Pay have “revolutionised” their operations. With over 40 years of experience, RMS is a trusted global leader in enterprise property management solutions. Its all-in-one platform supports management rights properties like Katherine and Michael’s, offering easy compliance technology, integrated payment solutions and streamlined daily management tasks that sit in one central place. The trust accounting module, developed in partnership with industry leader ARAMA, further solidifies RMS as one of the most reliable solutions worldwide. As newcomers to the industry, Katherine and Michael hesitated
to adopt RMS Pay across both properties. However, once they made the switch, they realised its many benefits. “It handles all the money we receive from bookings, and we’ve been able to eliminate our EFTPOS machine,” Katherine explained. “Because it’s cloudbased, we’re not tied to an office. All of our payment processing is handled through RMS Pay, freeing up a lot of our time.”
She added that reconciling payments is seamless. “The system even highlights and corrects mistakes you might make. Our auditor was very impressed with how smoothly everything runs.”
Initially, Rainbow Ocean Palms used a different property management system, while Rainbow Getaway used RMS Cloud.
Katherine explained: “The other system wasn’t cloud-based and that’s one of the big advantages of RMS. We eventually switched both properties to RMS, and now we can easily flip between them. Our receptionist at Getaway can manage bookings for both locations with ease. Daily tasks like tallying at the end of the day take just a few minutes with RMS, and the amount of paperwork has been significantly reduced.”
Katherine, who worked as a business analyst in her previous career handling complex banking systems, praised RMS for its simplicity. “It’s easy to use and saves us a lot of time. If we’d known how much time we could
save, we would have made the switch much sooner.”
RMS offers the cloud-based technology Katherine and Michael needed to simplify their operations. With its all-in-one platform, they can now manage everything from bookings to payments seamlessly – thanks to RMS Pay – saving them hours each week. Trusted by thousands of properties worldwide, RMS has become an integral part of how Katherine and Michael manage their growing business, allowing them to focus less on paperwork and more on delivering a great guest experience.
Katherine and Michael’s journey at Rainbow Beach began in February 2022, and the early days were challenging. “It was a steep learning curve,” Katherine recalled. “Anything that could go wrong did go wrong. The handover at Ocean Palms wasn’t ideal, and the internet was shockingly bad. Luckily, we’re both tech-savvy, but I don’t know how non-tech people would have managed. Now, with both properties on RMS, operations run much more smoothly.”
Garth Kay, Head of Customer Success – Global at RMS, highlighted how easily RMS Cloud integrated into Katherine and Michael’s operations. “The switch to RMS made managing both properties far more straightforward, allowing them to oversee everything in one place. The seamless integration has simplified their processes, from bookings to trust accounting,
and now with RMS Pay, sharing payment links and reminders has never been easier,” he said.
Mr Kay emphasised the benefits of the trust accounting features that RMS provides. “With operational solutions to automate trust accounting, Katherine and Michael can be confident that their trust transactions are compliant and accurate. The platform generates detailed reports, helps with bank reconciliation, and keeps all financial documents auditorready and organised, saving them hours of manual work. It also ensures funds are segregated appropriately, providing peace of mind regarding compliance.”
Mr Kay also mentioned the advantages of two-way communication tools, which have made a real difference in managing multiple properties. “The two-way SMS feature allows staff to connect effortlessly with guests and between properties. It’s been crucial in creating a more personalised and responsive experience for guests, whether it’s confirming bookings or addressing enquiries.”
He added: “We’re proud to partner with management rights properties like Rainbow Ocean Palms and Rainbow Getaway, supporting them in providing exceptional guest experiences, managing everything smoothly, and ensuring compliance – all while helping them stay ahead in a fast-paced industry.”
Image courtesy of Rainbow Ocean Palms Resort
SIHOT PMS implementation at Best Western Plus The Ranges Karratha
By Sarah Davison, Industry Reporter
Upgrading a Property Management System (PMS) is a major decision for any accommodation provider, requiring careful planning and the right technology partner.
Best Western Plus The Ranges Karratha, an all-apartment resort known for its bright, selfcontained King apartments and lush tropical gardens, needed a modern solution to streamline operations. Located just 1.5km from central Karratha, the property sought to enhance efficiency while maintaining seamless guest experiences.
Faced with the challenge of integrating a two-way interface with Best Western’s Central Reservation System (CRS) while ensuring compliance with trust accounting requirements, the property partnered with SIHOT to implement a flexible, scalable solution that improved efficiency and operational control.
SIHOT is committed to delivering tailored solutions
Kylie Keane, Director of Operations at SIHOT told us: “SIHOT is a software development
house at its core. We write bespoke development solutions to create the perfect answer for businesses that have out-of-thebox requirements and ensure the solution has hand-held support for all departments of business.”
The Best Western Plus The Ranges Karratha project scope and challenges
“This was both a complex and interesting project for us,” Ms Keane revealed. “It was the first time we created a two-way interface between the SIHOT PMS and Best Western’s CRS, while also navigating the inclusion of our much-needed Trust Accounting Module to cater for owner accounting. This interface allows the property to sign up Best Western Loyalty Members directly in the SIHOT PMS, sync room availability, reservations, and rates, all while locally managing the Trust Accounting within the PMS.”
Although the process had its challenges, she says the strong collaboration between SIHOT’s installation team, the Best Western head office team, and the property team led to a seamless result.
A hotel spokesperson reflected on the transition: “Switching our PMS was a big step, but it was necessary. We needed a system
that could handle the complexities of a Best Western property while also managing our owner accounting needs efficiently. SIHOT worked closely with us and the difference in day-to-day operations has been remarkable.”
Key considerations for PMS selection
“Changing a PMS is a significant decision both financially and operationally. It can be expensive, and it often highlights any shortcomings within internal operational processes,” Ms Keane explained.
“The right PMS supplier should have a fast and in-depth support system, allowing you to spend less time troubleshooting minor day-to-day issues and more time streamlining operations, enhancing guest experiences, and focusing on big-picture targets, all while cutting unnecessary costs, therefore sustaining and growing a profitable business.”
Hotel General Manager Michelle Mitchell said: “SIHOT PMS streamlines our operations, making us more efficient. The seamless syncing of real-time availability and reservations with Best Western’s CRS minimises manual work and booking errors. This, in turn, enhances the guest experience and optimises revenue management.”
She added: “The support from SIHOT is also outstanding. Having a PMS provider that truly understands our needs and is readily available has made all the difference in our daily operations.”
Ms Keane also emphasised the importance of flexibility and adaptability in a PMS. “The SIHOT PMS is a modular-based product that allows properties to customise a solution that works for them. We work with a large variety of third-party suppliers to enable interfacing options, giving accommodation providers the flexibility to create the best solution for their individual needs. Our no lock-in contracts take the stress out of long-term decisions, meaning operators are free to focus their attention elsewhere.”
By choosing SIHOT, Best Western Plus The Ranges Karratha successfully integrated a system that not only met their operational needs but also provided the flexibility and efficiency required to enhance guest experiences and overall property management. The collaborative approach ensured a smooth transition, and the long-term benefits of a reliable, scalable PMS continue to support the hotel’s operations.
“With SIHOT, we’re able to focus more on what truly matters—providing our guests with an exceptional stay,” said the General Manager.
Best Western Plus The Ranges Karratha
GuestPoint makes it Crystal clear
By Grantlee Kieza OAM, Industry Reporter
For Sue Baradel, comanager of Crystal Beachfront Apartments, the perfect beach holiday begins in Tugun—a laid-back Gold Coast suburb named a er the Aboriginal word for “breaking waves.”
Nestled right on the sand, Crystal Beachfront Apartments is a boutique complex off ering guests a front-row seat to the Pacific Ocean. With spacious, self-contained apartments, a heated pool, and direct beach access, it’s the kind of place where families return year after year—and where Sue, her brother, Tim Falloon and his partner Tam, have built a thriving accommodation business.
“It’s the perfect place for a perfect beach holiday,” Sue says. “The atmosphere is relaxed, the beach is right outside your door, and we’ve created a space where guests can really unwind.”
But behind the beautiful views and smooth guest experiences is a powerful system helping Sue,Tim and Tam keep everything running seamlessly: GuestPoint.
“We’ve been using GuestPoint for about three and a half years now,” Sue says. “The pay and trust accounting systems are incredibly user-friendly, and the support team is just fantastic. You just pick up the phone and there’s always someone there to help. It’s such an easy system to use.”
For busy managers, GuestPoint’s intuitive all-in-one platform is a true game changer. It delivers real-time solutions without the stress of switching between systems or dealing with clunky integrations.
GuestPoint pay and trust accounting:
Simplicity, compliance, and confidence
Among GuestPoint’s many features, Sue says the GuestPoint Pay system and its integrated Trust Accounting functionality stand out as particularly valuable.
GuestPoint Pay allows Sue and her team to take payments directly from the PMS, eliminating the need to use third-party portals or manually reconcile records. The system automates payment schedules for deposits, balances, and cancellations, and stores card
