2020 AccomNews PMS Supplement

THE 2020

PROPERTY MANAGEMENT SOFTWARE OVERVIEW

Reopen your doors with progressive functionality from RMS Is the hospitality industry set to go back to normal?

As much as we wish this could be the case, the recent pandemic that is sweeping through the world is likely to impact the industry for a little while longer. Although properties are finally starting to reopen, travel habits, attitudes and customs will follow a new kind of normal.

At RMS, we wanted to get ahead of the curve and make sure our clients were prepared with the right tools to navigate a post-COVID reopening.

In response to the changes COVID has and will continue to have on the hospitality industry, we designed new functionality that would enable guests to complete contact tracing forms as required by the government. In just a twoweek turnaround, we delivered a Health Declaration and Contact Tracing form wizard and rolled it out to our clients around the globe for free.

We wanted to support our clients in any way we could and hoped that this innovative functionality would be one less thing to think about when business resumed.

How does it work?

RMS clients can set up the system to automatically send health declaration forms to guests prior to their arrival. Their guests can then access via the Guest Portal and complete as part of the pre-check-in process. The functionality is completely customisable, allowing the client to pick and choose exactly what their guests can see.

Everything is done digitally from the guest’s mobile device which creates both a seamless and contactless experience.

Once check-in and form signing are complete, the information is automatically updated in

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YES, WE ARE ARE

RMS and stored under each guest’s reservation. If action is required based on a guest’s health declaration answers, the property will be notified immediately via the PMS so that necessary action can be taken. When it comes to being intuitive, the RMS property management system is at the top of its game.

Guest safety and guest satisfaction go hand in hand.

Another reason we designed this functionality was to enhance the guest experience before they’d even set foot on the property. Guests are likely to be a little apprehensive towards post-COVID travel, so delivering a positive experience has never been more crucial.

Guests will want to see that hotels have taken the initiative to prevent the spread of the virus. Thorough cleaning regimes and sanitation stations will be expected, so it’s important for hotels to take extra steps to show

that guest safety is a top priority. Thinking of the customer journey, features like our pre-check-in and electronic health declaration signing will rank you higher in your guests’ estimations than properties that aren’t offering this type of service.

With the hospitality industry emerging into a time that no-one has ever seen before, PMS functionality will play a crucial part in securing and maintaining the trust of your past, current and future guests. While COVID-19 remains a threat, it’s up to properties to show that they can successfully operate in a safe and secure environment.

At RMS, we offer hospitality property management soft ware to over 6,000 properties worldwide. Our expansive PMS contains a built-in channel manager, a responsive online booking engine that enables real-time bookings and CRM functionality through our Enterprise database solution.

We offer integrations with

PROPERTY MANAGEMENT SOFTWARE

leading travel websites, payment gateway suppliers, revenue managers and many more. With RMS, you can also enhance the guest experience by delivering a bespoke loyalty program, initiating conversation with targeted SMS and email marketing and allowing guests to manage every aspect of their reservation via the Guest Portal.

The RMS all-in-one application can be tailored to suit your business, whether a small independent property or a global chain.

If your current PMS is lacking any of the above features, speak to our sales team by emailing sales@rmscloud.com or calling 03 8399 9462. We’ll ensure a smooth transition with minimal disruption and deliver in-depth PMS training so you can be set up and ready to go as soon as possible.

Don’t get left behind - stay one step ahead with RMS. www.accomnews.com.au

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PROPERTY MANAGEMENT SOFTWARE

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WHY YOU NEED A

POWER

HOUSE

PMS

By Lucinda Dean, Industry Reporter

A property management system should be your star performer.

At the heart of almost every aspect of day-to-day operation, it should power the seamless integration of everything from reservations to rate setting, billing to revenue management and housekeeping to maintenance.

A quality system coordinates operational function to deliver a smooth guest experience from enquiry to checkout and beyond.

And its ability to synchronise systems to speed up tasks and collaborate useful data makes it indispensable to property managers - whether running an inner-city hotel or an outback hostel. Which means if you’re frustrated by a clunky PMS which fails to protect you from double ups and bookings errors, or you find yourself clicking through multiple screens to complete everyday tasks, you’re looking at an incompetent and archaic member of the team.

Is your PMS more ‘hard work’ than ‘hard worker’? AccomNews is here to guide you through the process of recruiting the perfect candidate. We spoke sought specialist supplier viewpoints on what is new to the industry.

Peter Ferris, head of global sales and marketing for RMS Cloud, says: “Switching property management systems is one of the hardest decisions property managers face. But it’s also an essential move for operators using outdated or inefficient

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Over the past six months we’ve signed up quite a few operators who made the mistake of buying on price alone and have regretted it. systems that are impacting on staff efficiency, customer service, revenue generation and sales.

“In terms of motivation to switch, the biggest trends we’re seeing is operators moving from server-based systems to cloud software, or those who are using other cloud systems who have failed to deliver on the promises made by their developers, lacking critical functionality.

“Over the past six months we’ve signed up quite a few operators who made the mistake of buying on price alone and have regretted it.

“They’ve realised it’s pointless saving a few dollars each month if the system can’t do what they need it to, which is efficiently manage reservations, communicate with guests, analyse data, integrate easily with other third party systems and execute revenue-generating rate management strategies and marketing campaigns from within their PMS application.”

What should your PMS deliver?

Justin Owen of REI Master told us: “When looking to upgrade your PMS software you should choose a system that provides flexibility and features that will

help your business achieve results.

Choose a PMS that can manage all your business requirements within the one program. “It is critical that you create a list of vital elements that you require which will provide a starting point when choosing the right PMS, such as necessary functions, features, third party integrations, whether you are looking for a platforms desktop, hosted or cloud platform to run your business. BUT also ensure the software is not limited to and is capable of expanding, with you and your business.”

A PMS should deliver easy integration with other systems, such as OTA booking channels, point of sale, customer relationship management software and in-room entertainment. It should allow for the easy collection and packaging of guest data to help inform marketing programs and loyalty programs and package offers.

And, according to Justin Owen, it’s important PMS is compliant with legislation and can produce “rock solid” trust accounting. “He says: “Ask whether your auditor/ accountant recommends them and find out if the EOM (end of month) process is easy to perform.

“When evaluating your PMS choices, find out how many customers with trust accounts they service. A PMS vendor

PROPERTY MANAGEMENT SOFTWARE

with a small number of trust account clients may neither fully understand the relevant legislation, nor have the staff with enough expertise to support and resolve complex compliance support requests. Also, find out if trust accounting is an add-on module or if it was built into the PMS for trust accounting from the ground up. Trust account operators would be wise to steer clear of those with trust accounting as an add-on module.

“Businesses with staff also need to consider that the actions of their employees can affect their compliance with the legislation.

Business owners should look for a PMS vendor that allows staff activities and access to be controlled, restricted and monitored wherever trust account transactions are concerned.”

What are your business needs and considerations?

1. Ease of use When choosing a PMS supplier, bear in mind the level of ongoing support you’re likely to need some suppliers, for example, offer face-to-face tutorials and seminars while others provide 24-hour customer support. Justin Owen says: “No matter how computer savvy you maybe, it is always important to know that your chosen PMS software provides you the ongoing support required, especially if you are entering into the industry without any prior experience. Knowing you have the support from your chosen PMS provider is one of the most important business decisions that you can make.”

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Introducing the Cosmo PMS from FCS AccomNews caught up with FCS Director of Sales, Kristin Carville, to find out about the recently launched Cosmo PMS.

– you just need to go to our website and sign up. That’s it!

Once you sign up, you can use the PMS for free for 30 days, giving you the chance to try all of the features of Cosmo.

What sets the Cosmo system apart from your competitors?

The interface is so intuitive that you can simply configure it yourself; no need to wait for technicians to come out on-site nor are there any complicated installations.

There are a number of features that make FCS’ Cosmo a great choice for hoteliers.

Our system is entirely cloudbased, so no need for expensive servers that need constant updating.

This feature also allows our system to be totally mobile – your staff can access it on the computer at the reception desk, or directly on their tablet while on-the-go around the hotel.

The set-up of Cosmo is simple

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We also have a simple tutorial that can help guide you along the way and make sure you’re up and running as quickly as possible.

Our contactless integration means that you don’t need old paper registration cards for your guests to sign; a simple e-signature will complete the process and allow for a much neater and easier way for your records to be managed.

Does Cosmo interface with all of the main channel managers?

How can Cosmo help hoteliers adapt to the changing environment post COVID-19?

solutions, can aid operators in adapting to the change in requirements in a number of ways. With Cosmo, you can provide your guests with a contactless check in, giving them peace of mind from the minute they arrive. The contact points in the hotel are further minimised by the mobility of the system. With the ability to have the system loaded on a tablet, there is no need for the many clipboards, running sheets and reports that you would normally need when doing your daily housekeeping. In addition to this, our other solutions can help provide a number of efficiencies that can counteract the extra time and cost that will be associated with the new procedures that have had to be put in place.

Cosmo, as well as our other operations management

Sign up for your free trial at www.fcspms.com

Cosmo has partnered with Siteminder to allow hotels to easily and efficiently manage their inventory. We know that this can be a very tedious task but is one that is also very important, so we want you to spend less time worrying about this so you can spend more time providing the best possible service to your guests.

PROPERTY MANAGEMENT SOFTWARE

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Voice recognition and activation are the future for accom and should be a consideration when talking to PMS suppliers about their system capability.

Scalability is another important point to consider. Some systems are naturally more flexible than others depending on their infrastructure. Scalability is important because if you’re able to update the software for years to come rather than install an entirely new system, it could save you time and money. Cloud-based systems offering an open API (application programming interface), which allows easy interaction with numerous other systems, provide the best options for connectivity and scalability. Which brings us to…

2. Onsite or cloud hosting?

Cloud-based systems, with data managed and stored externally, offer great ease of use, flexibility and storage capability and can be accessed from anywhere on mobile devices, helping to improve operation response times and communication.

They tend to attract a lower initial investment than non-cloud-based systems, but there are a couple of potential drawbacks. They require a good internet service, and while the national broadband network has improved reliability for most of Australia, its speed and consistency can vary according to location. Kiwis generally also tend to enjoy effective internet

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coverage, but extremes of topography can cause fluctuations in broadband connectivity.

The main drawback comes down to data security. Marriott was fined $178 million last July over a vast data breach which exposed the private information of some 500 million guests, while Choice Hotels revealed in August some 700,000 guest records had been compromised.

Big hotel chains have moved to shore up their security in the wake of the Marriott breach, but hacking of online data remains a very real threat and hospitality is a prime target because it stores so much personal data.

With onsite hosting, internal operations are not reliant on an internet connection, although many of these systems can be integrated with online features.

The drawbacks come down to the much greater maintenance responsibilities, less flexibility for staff use, fewer software integration opportunities and a higher purchase cost, while hidden interface costs can also add up. Combined systems that act as hybrid solutions are also a possibility and available at different price points.

3. Data migration Guest data is gold, which is why it’s so important to make sure that whenever you change PMS, you’re able to shift all your valuable current data over to the new system. Peter Ferris says: “We try

to make switching systems as easy as possible. At RMS, for example, we have an entire data imports team dedicated to ensuring all key data is seamlessly transferred.

“Quality providers will provide a comprehensive training program that means staff can hit the ground running when installation is complete.

“They should also look to remove the barriers for third party integrations and offer their API at no cost to third party vendors to interface with them, applications such as CRM, revenue management and so on.”

4. Funding options Property management systems can be split into three main types: there’s the pay-per-room model, tiered model and a one-time licence option. They each have their pros and cons and different price points.

Pay-per-room is a popular choice for accommodation providers looking to install new software.

It generally involves a one-off installation fee and after that, the cost is monthly and usually generated based on the number of rooms in the property and/or the number of users who access the system. While this sounds reasonable, it can quickly add up if you have lots of rooms.

However, discounts are usually available for very large properties.

The tiered model targets a range of rooms rather than a specific

PROPERTY MANAGEMENT SOFTWARE

number. Again subscription-based, this is a middle-ground option bridging the gap between payper-room and a one-time licence fee. The various tiers encompass a range of different functions and features - like bonus storage and other data capabilities - and the higher the tier and more complex the functionality, the higher the price. A monthly subscription for this model also attracts a one-time installation and training fee. Prices within the tier model vary widely due to the differing numbers of rooms and functions required to meet specific property.

One-time licences have no long-term commitment or subscription cost. Providers simply pay a one-off fee to install and use the software. However, the initial fee will be much higher, depending on the company and type of offering. The benefit of this model is obviously that it’s a one-time payment, so depending on how long you plan to keep the system, this could work out cheapest in the long run. However, there might be restrictions or extra fees in the fine print.

Which model works best for you is all about your individual wants and needs. As Peter Ferris says: “Most PMSs are working on the ‘software as a service’ model with a monthly licence fee linked to the number of users, but inclusions and functionality vary and that’s what operators need to focus on making sure they find the right system that services all the moving parts of their hospitality business.”

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REI Master seamless performance at Bel Air Broadbeach Holiday Apartments

By Mandy Clarke, Industry Reporter

Location is everything and the iconic Bel Air on Broadbeach holiday apartments commands a prime Gold Coast position.

This makes it very popular with holiday makers and visitors who want to make the most of every glorious thing that the area has on offer. The resort boasts one, two, and three bedroom, fully self-contained apartments, sub-penthouses and a luxurious penthouse across three high-rise towers, with accommodation ranging from budget-friendly to boutique.

Within easy reach of Pacific Fair Shopping Centre, the Gold Coast Convention Centre and a short walk to the beach, the property is a large, characterful, and busy 20-year-old resort. It offers a mix of short stay accommodation, alongside permanent rentals plus owner-occupied apartments and it requires an advanced PMS system - REI Master, with “real time” data and information to achieve seamless operation.

When managing director Mark Small took over the management rights of Bel Air Broadbeach Holiday Apartments several www.accomnews.com.au

years ago his first realisation was that the PMS system already in place was clumsy and “not up to the job”. He wanted a PMS that would easily integrate with his existing systems, he searched for an advanced platform that would make his, and his team’s job easier, quicker, and more unified.

The REI PMS he chose offered a much more responsive service.

Bel Air Broadbeach Holiday Apartments is a fast-paced, busy resort - a bustling business especially throughout the holiday season. Mark told us, we manage 100 holiday lettings which equates to around 40 percent of the total apartments and we also manage many of the permanent rentals which is about 30 percent. The PMS we inherited was slow and antiquated and so it was essential that we move to a system that was much more in tune with our

complex needs and future vision.

Mark said: “I recognised the immediate need to replace the PMS with a more modern technology platform, one that was intuitive and user friendly therefore I chose REI Master’s EzyRez system to meet our demands. We have since upgraded to the REI Master platform - a system we use across the entire business, and one that also manages all our rentals.

The team use REI Master’s advanced channel management and real-time online booking features to increase occupancy and easily manage bookings.

This makes holiday letting quick and easy because the platform provides a variety of tools to organise bookings and plan room allotments, it is a perfect fit for Bel Air Broadbeach Holiday Apartments.

PROPERTY MANAGEMENT SOFTWARE

Mark revealed: “Seven years ago, the transition to REI Master’s EzyRez system took some time and effort but that was because we were one of the first big businesses to make transition but the move was well worth it because the system is much more responsive and better suited to our needs.

We have been very happy with the upgraded REI Master system, it is especially intuitive, easy to understand and self-explanatory.

“Likewise, we are also very happy with the service from REI Master, the support is open and responsive with very good online and call support.”

The positive outcomes of using REI Master for the team have been plentiful, particularly Mark notes there have been improvements in time management and ease of use for staff. A standout feature of the system is its automated email platform, mail merge and store, plus full interface, and complete functionality ensures ease of use offsite.

Mark sums it up: “Using a more advanced PMS was in our best interest, to succeed we needed a platform that was up to the task and REI Master has allowed our business work in the best manner possible!”

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