The 2022 Guide to Property Management Software

https://www.accomnews.com.au/

THE 2022 GUIDE TO

PROPERTY MANAGEMENT SOFTWARE

© Rodion Kutsaev - unsplash.com

The 2022 Guide to Property Management Software

By Mandy Clarke, Editor

Many travellers, especially those from an older demographic were once reticent about using their phones for anything other than making a call. They were cautious about using their device to make an online booking and scoffed at ever using a QR code, or using a contactless hotel check-in. Who remembers those days before COVID? But, in what feels like only a minute, change has occurred.

Due to mandatory COVID check-ins, the use of QR codes, social distancing measures, and contactless customer service, there’s a new way of doing things. What has emerged has become almost second nature to Australians and now many even prefer contactless service and enjoy the convenience of booking from the palm of their hand.

02

AccomNews - Autumn 2022

It is the perfect time to take full advantage of this global trend, but to do it well you must be able to communicate clearly and easily with your potential, current and return guests.

Therefore, it is vital to be fully automated and that your PMS not only manages your day-today business but also increases your yield, keeps guests coming back, improves guest service, and increases your direct bookings.

Let’s talk PMS… This issue AccomNews consults an array of experts in our 2022 guide to PMS. Simply put, PMS is a software system capable of reliably managing the day to day running of your business, from front desk operations to back-office accounting and management.

Sylvia Johnston, Senior Executive, HiRUM says: “It is essentially the heart of your business and should be your source of truth.”

Naturally, the most important feature of PMS is ease of use, advises Sylvia.

“But even more critical is the software’s ability to maintain

the security of your data and remain compliant with all necessary legislations and privacy regulations.”

In her experience, she suggests that during COVID, managers forgot how important it is to have a PMS that runs their business effectively and provides all the functionality required.

“Focus seemed to be on the look, feel and price, rather than functionality and business process,” She observes.

“But now that business is ramping up again the need for additional functionality, features to run their business effectively, and flexibility in pricing models to increase profitability, is once again in demand.

“The ability to access your PMS remotely is now more important than ever and cloud is great if it doesn’t come at the expense of your data security. Beware, you must only select the best cloud option for your security.

“Your data is valuable. You want ownership and control over it for re-marketing purposes. To ensure your data security, it should never leave your PMS.”

THE 2022 GUIDE TO PROPERTY MANAGEMENT SOFTWARE

On maximising room rates Sylvia suggests: “Use a channel manager that has inbuilt yield management so that your rates are adjusted while you are sleeping to maximise your RevPar (Revenue Per Available Room). Automatic adjustment is critical to maximise your yield as your availability drops.

“Good yield management systems built into your channel manager can make a difference of 15 to 20 percent yield on your room rates during peak times.”

Sylvia recommends the following ways to increase your direct bookings: “Have a great, mobile responsive and easy to use booking form. Use the ‘3 clicks from look to book’ rule of thumb, to ensure your prospective guests have an easy, seamless, booking experience.

“Look for a booking form that offers rate comparison on the form itself, to ensure your guest is not tempted to go searching the OTA’s to find the best deal and ensure your booking form is easily discovered on Google, so the opportunity to book direct is available.”

It is essentially the heart of your business and should be your source of truth – Sylvia Johnston, Senior Executive, HiRUM

Effective communication is a terrific way to keep your guests coming back, she says: “During a guest’s stay, automated communication will allow for immediate feedback by SMS, this provides the opportunity for problems to be remedied immediately. You can proactively ensure guest expectations are met during their stay.

“Automation allows you to keep communication flowing without having to remember to send

SMS messages to your guests.

In addition, auto generation of marketing campaigns enables communication to continue, while sending specialised deals unique to past guests.

“A good PMS should maintain a detailed guest database and track all enquiries even if they don’t result in a booking, keeping the database relevant for future re-marketing opportunities.”

On latest developments she reveals: “Advances in technology include enhanced analytical data, and improved 'plug and play' ability within the software. Analytics drill down into your business data.

“In addition, good analytic solutions can analyse market

information to compare this to industry statistics. With solutions such as those provided

by STR, you can focus on the market as a whole and assess where your business exceeds or falls short comparatively.

“With the right PMS program, you can now effectively understand your own business and the general market at the touch of a button. The changing landscape of accommodation means new platforms, interfaces, channel managers and distribution opportunities are developing all the time.

Advanced software needs the ability to take advantage of these and other technological opportunities whenever they arise, without any limitation to

On pricing, she explains: “One price never really suits all. You should have the option to choose either SaaS (Software as a Service) based or Performance Based pricing models, or a blend of both.

“These options should be choice driven to ensure maximum profitability for the accommodation business.

In recent times Performance Based Pricing has become more popular, as both provider and the property share the risk.

During COVID this has meant that in many cases, properties have had no fees at all.”

Ultimately, she says: “Look for longevity in the industry, reliability, security of your data and flexibility in pricing. In addition, the ability to use the software remotely, alongside a proven record when it comes to research and development.

Look for software solutions tailored to your business, effective software support, and compliance to regulations.”

© Kevin Ku - unsplash.com

She adds: “Google Hotels is a wonderful metasearch tool, when you are connected using the right connectivity partner it will ensure that your booking form is ranked among the top spots on Google Hotels, with no financial risk to you.”

your business. ‘Plug and play’ ability allows you to connect to anything that will benefit your business, at any time.”

THE 2022 GUIDE TO PROPERTY MANAGEMENT SOFTWARE

AccomNews - Autumn 2022

03

“Price is obviously a consideration, but make sure you compare apples with apples, and don’t end up with a lemon.”

A PMS should allow you to send SMS and emails directly from the system and offer the ability to automate communications too.

Finally, she adds: “Look for a PMS provider who is prepared to invest in the technology under the hood that will make your business more profitable, not just the guy who paints the car a pretty colour and instals comfy seats.”

Amy Gibbons, Head of Product at NewBook, says that a good PMS shouldn't just help run your business but should also provide you with the tools for it to grow.

Automation is crucial she says. “Because it significantly reduces manual processes and boosts productivity, saving staff valuable time.

“Reports, emails, SMS, task notifications, and daily reconciliation are just a few of the labour-intensive duties that can be automated within a good PMS. This means staff can focus on what really matters, therefore enhancing the guest experience!”

Amy believes COVID did impact the landscape because guests now expect contactless service. She says: "Providing self-service technology such as kiosks, means that guests can choose whether they approach staff or keep a safe distance.

"We've noticed an increased demand for the ability to modify and cancel bookings online as changing restrictions continue to wreak havoc on travel plans. A good PMS should continue to adapt to changing guest demands and provide tools that allow guests to check-in without having to visit the reception desk."

A cloud-based PMS is the best way to manage remotely, she says. "Why? Because it can be accessed from anywhere at any time. This provides the flexibility to work remotely when required, and provides a complete contactless checkin solution, with technologies such as a Self-Service Kiosk & Cloud-Based Key Dispenser.

This allows guests to checkin and out and manage their entire stay without the need for front-office staff to be present."

Amy shares her tips for maximising room rates: "Embrace dynamic pricing! It's as simple as setting minimum

04

AccomNews - Autumn 2022

– Amy Gibbons, Head of Product, NewBook

and maximum nightly rates, and your PMS should continually optimise to ensure that you're maximising revenue and occupancy at your property.

As occupancy increases, so will your nightly rates.

"You can also maximise revenue by offering room upgrades, room add-ons or stay extension offers.

Send these offers straight to your guest's mobile to capture additional last-minute revenue.

Plus, this communication can be automated."

She explains: "Integrating with third-party products streamlines your operations, as it allows you to manage all aspects of your business from one platform. Essentially, an integration means that the information between your PMS and third-party provider are synced - reducing manual labour and saving you time.

"It's important that your PMS offers a range of connections to third parties that can accelerate your business and should already offer integrations with your preferred providers. You can connect to integrations to manage your access control, accounting, payments, revenue management and more."

On increasing direct bookings, she advises: "Create a seamless user experience on your website. With an integrated online booking engine, your guests won't be directed to an unfamiliar site, promoting a sense of trust, and encouraging guests to book directly.

"Enhancing your online presence by listing on popular online travel agents can also promote a new market of guests to book direct. The billboard effect occurs when guests come across your property listed on an OTA website and then decide to book direct. So, offering an

incentive for direct bookings such as 10 percent off will attract more potential guests to make a direct booking rather than through a third party."

Communicating effectively with guests before, during and after their stay is also vital.

She says: "A PMS should allow you to send SMS and emails directly from the system and offer the ability to automate communications too. I recommend using SMS as it has a 98 percent open rate."

An asset that is often underutilised is guest data. she reveals: "Use your guest data to make the most of marketing by sending targeted campaigns to specific demographics or geographic areas. Also, use it to improve customer service by noting your guest's favourite wine, children's names or preferred room type."

On the latest developments, she explains: "Payments and charge backs are a problem for every accommodation provider, but the latest technology protects you from charge backs, false declines, identity theft and shifts the liability to the card issuer.

"Every business should be using this."

When you select a new PMS, consider the total experience, not just the features available she says: "Consider if they offer local on the spot support, how reliable the system is, a seamless migration and ask for real-life testimonials from other properties."

The future of PMS will focus on delivering new features and tools that will enhance the digital guest experience, Amy asks: "Did you know that nearly two-thirds of guests rely on mobile apps when travelling?

Utilising this technology will

THE 2022 GUIDE TO PROPERTY MANAGEMENT SOFTWARE

save your front-office team time, with fewer guest enquiries and provide an additional revenue stream as guests can browse and purchase add-ons directly from the palm of their hand."

The right property management system should not only meet the needs of your business now but should be scalable to meet your property’s needs as you continue to grow.

Amy adds: "When selecting a new PMS, look out for tools that will help to accelerate your business, continual system improvements and a provider that listens to user feedback when developing features."

PMS is the heartbeat of your hospitality business says Peter Ferris Head of Global Sales and Marketing at RMS. “Almost all departments rely on this piece of software to manage day-to-day operations, all partners rely on its data to perform their functions and your guests rely on it to provide a frictionless guest experience.

“Therefore, make sure you pick the right one!”

According to Peter there are three essential features you should expect from your PMS. These are: “Rate Management, Reservations and Guest Engagement - broad features but all very important for future success.”

Expectations have changed since COVID, and Peter suggests it’s because customers are now facing technology head on, whereas for decades the technology was used only internally.

He says: “Now it is crucial for you to make sure you offer frictionless guest experiences. The game changer is cloud technology because it allows you flexibility,

special or a digital compendium.

The game changer is cloud technology because it allows you flexibility, and means you no longer need to be tied to your office.

“It’s all about providing an enhanced guest experience at your property,” he says.

“Guest data can offer powerful and valuable insights if your technology handles it in the right way. For groups, make sure your PMS offers enterprise architecture that allows you to hold a ‘golden guest’ record in the enterprise that's shared down to each property as a reservation is made.

– Peter Ferris, Head of Global Sales and Marketing, RMS

and means you no longer need to be tied to your office.”

Peter’s advice on maximising room yields/rates: “Always book by category, offer attributebased selling, if possible for a premium, and use dynamic, derived or Multi BAR rates to increase yield. Interfacing with third party products/ solutions should also be quick, easy, and straight forward.”

He adds: “It is 2022, and if your PMS vendor will not share their API publicly, ask them why not?

And if they want to charge $20K for access, they are dreaming.”

His thoughts on direct bookings?

“Firstly, work out if you need to. Most people don't truly understand their cost per booking for direct business - a website, booking engine, SEO, SEM, conversion rates and marketing staff. It all adds up and when compared with a fixed fee commission per booking, you might be surprised the CPB for direct business doesn't always stack up.

“The secret is to have PMS technology that helps you own that customer you paid commission to procure.”

It is important to communicate

Dreams do come true!

How did thousands of Management Rights Owners all over Australia make their ‘Dreams Come True’? They switched to REI Master’s web-based trust accounting PMS- REI CLOUD and watched their business success soar!

With the introduction of this new system, REI CLOUD’s innovative PropTech and experienced team have absolutely cemented REI Master’s reputation in the industry, as the leading PMS provider for Management Rights.

Why is REI CLOUD the maker of dreams?

Because it offers dependable and streamlined solutions for any business, turning stressful and time-consuming functions into simple and automatic processes.

You can be reassured to know that REI CLOUD was developed by the same team behind the successful EzyRez & REI Master trust accounting software. And, have confidence in the REI team, because they really DO know and FULLY understand the complexities of the Management Rights industry.

with your guests well, he advises: “Your PMS should be able to trigger emails or SMS to your guests based on status changes with the PMS or workflows you create.

“That way you can maintain a CRM style view of your guest’s history, spends and patterns across your business. Also, make sure the PMS has smart logic algorithms to match and merge duplicate data.

Duplicates are mostly caused by humans, so make sure your PMS can clean that up quietly in the background. It is all about guest facing technology.”

“For example, two days before arrival, invite guests into your Guest Portal to complete a seamless check-in process, or alert them with an SMS when the housekeeper marks their room as ready on the day of arrival, if they've arrived before check in time. Or send them an SMS 15 mins after they've checked-in asking if everything is okay and promoting an F&B

About the latest PMS developments, he says: “Everything is heading towards smart phones. Think about how people search, book, and live their everyday lives.

. ..

R E T R A M S K R O W NOT HARDER! A TRUSTED PMS SOLUTION FOR YOUR BUSINESS

CLOUD PMS

BOOKINGS

EXTENSIVE REPORTING

ONLINE PORTALS

COMPREHENSIVE CRM

CHANNEL MANAGER & INTEGRATION

CUSTOMISABLE TO SUIT ANY BUSINESS

AUSTRALIAN BASED SUPPORT

What do REI CLOUD Users say?

“REI Cloud has changed my life!” says Guy Elliott (GKM Property).

“Go to REI Cloud, go today!” says Marianne (Victoria Square).

For those Management Rights Owners who are ready to take their business to the next level, now is the right time to make the switch to REI Cloud.

Make your ‘Dreams Come True’ with REI CLOUD, talk to the team today 1800 671 179

THE 2022 GUIDE TO PROPERTY MANAGEMENT SOFTWARE

BOOK YOUR DEMO

1800 671 179 AccomNews - Autumn 2022

05

Not all providers can migrate historical guest data, so understand exactly what they can, or cannot migrate and how far back they can go.

–Scott Arthur, General Manager, REI Master

If your PMS doesn't offer mobile functionality and smart guest facing technology based on the guests mobile, look elsewhere.”

On pricing he says: “Consider SaaS concurrent user seats or per key pricing models.

“Most vendors are flexible and should offer either option depending on your needs.

Module based pricing is also important. Ensure you can get a price based on what you need not what's included in package A, B or C. Those packages are designed to push you up to the next level.

“My advice when upgrading or changing providers is to embrace a new way of doing things, after all there's a reason why you’re leaving your current vendor. A successful PMS transformation will yield better results, so make sure your team embraces that change.”

“Your customers are evolving, if you evolve to mobile, you're future proofing your tech. What you should look for most of all in a PMS is an easy-to-use UI that offers a raft of complex features in an intuitive user interface.”

Finally: “Evolve your tech now or get left behind. The traveller of tomorrow arrived during COVID, everything is mobile, and your guest’s behaviour and expectations have changed so make sure your tech is up to scratch.”

Although accommodation managers have remarkably diverse needs, Scott Arthur the General Manager of REI Master reveals most expect their PMS to offer: “A streamlined processes with automation, rock solid trust accounting and reporting. Also, an inbuilt comprehensive CRM capability

for communication to all contacts and excellent support.”

When upgrading or changing providers he advises that data and support should be your most important considerations.

He warns: “Not all providers can migrate historical guest data, so understand exactly what they can, or cannot migrate and how far back they can go. Experienced providers will be able to present you with years of guest history.

It is also vital that you ask how long the migration will take.

“Beware, it is a huge ‘red flag’ if a provider reports to you that it takes a week to export your data.

Experienced providers will deliver migration with minimal impact or downtime to your business.

“Support should also be included in your subscription. Therefore, ask if they have the team to support you and enquire what their standard support turnaround times are and how the support is provided.”

He says: “Cloud is the future.

“PMS cloud technology has developed immensely over the past year and anyone in the accommodation industry not operating a cloud-based PMS solution is going to be left behind. The cloud offers

“The sky is the limit for cloud PMS providers. Operators are already looking for a PMS tech stack with streamlined processes. Comprehensive communication sharing between all departments of a business- from resort level to head office if need be.”

He adds: “We will see more innovative automation to further reduce mundane tasks for operators and increased integration capabilities and concepts, not to mention contactless processes too. It really is exciting times for us as a cloud PMS provider.”

According to Scott PMS can assist with marketing and it should provide you with the ability to bulk communicate with your guests.

He says: “It should offer a comprehensive CRM built in for communication to guests, owners, tenants, suppliers, and contacts. Marketing reports should also be extensive and customisable to enable you to make informed decisions for target marketing purposes.”

Finally on pricing Scott says: “Most experienced operators prefer to have a contract agreement in place with locked in pricing for security and peace of mind. If you sign up on a heavily discounted price with no agreement or term, be sure that you are prepared to pay the full price.

“Cheapest is not always the best way to go.”

©tippapatt - stock.adobe.com

He warns: “There are so many vendors, be mindful of those who are new to the market because what they may have in style they often lack in substance.

Consider choosing a cloud system that's mature and fully reliable. Cloud technology isn't new tech - it's been around now for 15 years so choosing a vendor with a mature cloud product that's stable is crucial.”

What’s next? He says: “PMS is becoming more and more like a CRM on steroids so make sure the architecture supports that CRM style view and tools to engage with your customers. Don’t forget, each one of your guests has a supercomputer in the palm of their hands allowing them to engage with your property and further their guest experience.

operators the ability to work anywhere, anytime with ease.

It reduces IT and infrastructure costs, with no more manual installs, upgrades, or backups. Operating on a cloud solution means you are always on the latest version and data is stored securely.

06

AccomNews - Autumn 2022

THE 2022 GUIDE TO PROPERTY MANAGEMENT SOFTWARE

Your all-in-one Property Management System now includes

Fully Integrated Trust Accounting Powerhouse PMS, NewBook, now offers fully integrated trust accounting in a single, fast and reliable platform.

Launched in 2010, NewBook has seen the struggles accommodation businesses experience with trust accounting soft ware and identified a need for improvement.

How is the industry struggling?

NewBook Clients reported trust accounting systems to be slow, not intuitive, and unresponsive, citing spending hours to entire days running and collating a handful of required weekly reports.

Doubling up on data entry between PMS and trust accounting systems is

another common theme in inefficiencies, followed closely by poor support when issues arise, and they often do.

What is the solution for Holiday Letting and Management Rights businesses?

NewBook identified these key issues with the current landscape and crafted NewBook Trust Accounting to provide a fast, reliable, cloud-based alternative with the pillars of an easy-to-use system and dedicated customer service.

Amy Gibbons, NewBook’s Head of Product, commented, “One of the large barriers to moving away from sluggish systems with no PMS integration is the mammoth task of data migration and the consequences of not getting it right.”

To combat this concern,

NewBook Trust Accounting includes a dedicated onboarding team to automate the process and ensure seamless data transfer that includes balancing the current trust account to ensure a clean slate.

The product also boasts a modern interface, full compliance across Australia, the UK and other countries, same day bookings, and a host of automation features to streamline data entry and reporting.

What does ‘FullyIntegrated’ look like?

A key feature to the product is its seamless integration with the full PMS, booking engine, and channel manager.

This gives accommodation businesses a true all-in-one solution with no need for doubling up on data entry.

“With a 97% client satisfaction

score and a team of trust accounting experts, we are confident in our ability to support the industry’s requirements including onboarding to improve efficiencies and streamline processes” says NewBook CEO, Shaun Cornelius.

Highlights •

Fast and Reliable

•

Cloud-Based

•

Single System - No More Double Entry!

•

Fully Compliant

•

Handles Same Day Bookings

•

Modern Interface with Automation Features to Increase Efficiency

•

Automatic and Seamless Data Transfer

•

Dedicated Trust Account Onboarding Team

Take the stress out of

TRUST ACCOUNTING Australian owned and operated

Streamline trust accounting and manage your business with an easy-to-use, modern and fully-integrated Property Management System.

Fast, Reliable & Cloud-Based

Handle Same Day Bookings

Single System - No More Double Entry

Save Time With Automation

Seamless Data Transfer

Get started today with our dedicated onboarding team.

Book your demo at www.newbook.cloud | 1300 744 458

THE 2022 GUIDE TO PROPERTY MANAGEMENT SOFTWARE

AccomNews - Autumn 2022

07

HiRUM’s Complete Business Solution When you are shopping for Accommodation Business Software, it’s important that you look at your complete business needs and consider a provider who can provide an end-to-end solution.

A perfectly integrated suite of products will enhance your productivity and manage your business with ease, leaving you with more time to focus on your guests.

Consider HiRUM’s Complete Business Solution as your Accommodation Soft ware choice. Our suite of products includes, but isn’t limited to, Property Management Soft ware, Channel Management, Booking Engine, Business Analytics, Marketing and even Website Design.

You can tailor a package to suit your specific business requirements. Utilise as many components as you need, confident in the knowledge that they are designed to integrate perfectly and to complement each other.

Why HiRUM Should Be Top Of Your List

the original vendor who owns and controls all the soft ware components.

Hence our designers can look at specific variations to suit your business.

3.

4.

HiRUM’s Complete Business Solution affords the following benefits: 1.

2.

08

Your business components are specifically designed to work together as they are created by our own designers to work as one solution.

They are perfectly integrated and have been rigorously tested during the development process to ensure that they are seamless.

We cater to the specific needs of your business.

You are dealing with

AccomNews - Autumn 2022

5.

We provide you with an end-to-end solution that caters to all your business needs in a more cohesive, and ultimately

We have extensive industry experience and knowledge, along with a thorough understanding of the associated regulations, to ensure the products you choose are fully compliant.

•

We have longevity in the accommodation industry, a proven track record and commitment to development that ensures your soft ware solutions are cutting edge.

•

We have a professional, knowledgeable, local support team who are always on hand to assist with your queries.

•

We provide you with extensive training to ensure you gain the maximum benefit from your chosen soft ware.

We also have an ongoing commitment to continual training with industry webinars and training on a regular basis.

•

Most importantly we offer you choice. Select as many, or as few, of our soft ware solutions to ensure your business runs smoothly.

economical, fashion.

6.

Our PMS, Channel Manager and Booking Form are industry compliant as individual components. We also consider compliance across the entire product suite, providing you with peace of mind that each guest touchpoint is secure.

We ensure that your suite of products fits in with you and not vice versa.

We give you the option to host your soft ware on your own computers, or on our secure Private Cloud if you’d prefer. We don’t force you to host your business data on the public cloud, with the added security risks that this can incur. We never short-change you in respect to your choice.

•

7.

8.

We offer marketing services that enhance your property’s visibility and complement our product suite. We have a thorough understanding of the accommodation industry and the marketing requirements of your business to ensure maximum profitability for your business. You reap the benefits of professional marketing services that negate the need to share your data with third parties.

Likewise, we also offer website design and management services that ensure your website effectively positions your property for maximum exposure and bookings.

Our reporting and analytic tools also allow you to dive deep into the intricacies of your business. Glean a clear understanding of your guest demographics, your market and your competitors, to ensure that your marketing and advertising hits its target and you maximise your revenue.

THE 2022 GUIDE TO PROPERTY MANAGEMENT SOFTWARE

Making an informed choice of Accommodation Soft ware based on these considerations ensures that your selection will provide you with the tools to enable your business to stay ahead of the game well into the future. Our suite of soft ware is continually evolving to ensure it is always ahead of your business requirements.

With our proven track record of remaining innovative, you can rest assured that HiRUM is a soft ware provider you can rely on to partner with you and to support you and your business into the future.

Evolve your hotel check-in With guests no longer tolerating lengthy wait times, the Hotel and Hospitality industry must ensure fast and safe check-ins.

Do we now live in a travel era where check-in wait times at hotels are unacceptable or even redundant? With technology being the future solution to travel, hotels need to adopt fast and convent check-ins whilst considering the safety of guests with covid still lingering in the side lines. More than ever before, the Hotel and Hospitality Industry need to use up to date technology with a PMS provider that moves them into the new era of travel and meet the ongoing expectations of guests.

A recent 2022 global survey conducted by RMS Cloud found that 53% of people are opting for more contactless checkin and check-out processes supporting the fast rise in smart phone technology. Consumers are shifting their habits to use less cash or tangible card payment methods to check-in and now relying on smart phone technology for transactions, travel documents, and hotel check-ins.

Despite the many challenges over the past few years, the human desire to travel and explore has not subsided. The changing health protocols, travel bans and shifting expectations will force the travel industry to adjust when meeting the new demands of today’s travellers and RMS Cloud

is continuing to see a strong uptick in travel bookings looking ahead. People are ready to travel again, they have been ready, and that's reflected in the data.

It is evident that hotels now need to be focusing on providing guests with personalised experiences by using innovative technology to cut back on wait times, saving time for the guest and hotel management staff.

Using technology to save time will allow for management staff to better allocate resources by catering to customers' needs, thus, offering personal experiences that matter.

Peter Ferris, Chief Sales Officer at RMS Cloud a global property

management software company, had recently experienced a 12-minute check-in time, “I waited for 5 minutes to be served and then my actual engagement with the front desk clerk took about 7 minutes to check-in from end-to-end before receiving the key to my room. 7 minutes may not sound like a long time but try counting it out on your stopwatch – it just went on for an awkward amount of time.

Having said that, this was not one of RMS' customers, as they were all fully booked."

It comes down to the technology offering in your PMS system and the features available said Ferris, “hotels should be using PMS technology that allows pre-check-in that only takes 20 – 30 seconds that will allow for seamless guest experiences and alleviate the pressure on the front desk, your team and keep your customer happy.”

The evolution of PMS technology is becoming more progressive enabling hoteliers' access to centralised management systems with guest facing features like 1-way SMS to welcome guests and offer further assistants prior to arrival with pre-check in links.

RMS Cloud are one of the few global providers that offer these

10

AccomNews - Autumn 2022

THE 2022 GUIDE TO PROPERTY MANAGEMENT SOFTWARE

features assisting hotels with the right technology to provide a safe and effortless guest experience.

Ferris examined that he had more than 13 check-in steps that could have been made redundant if the hotel had advanced its PMS system and used technology that is available to make for a 20 – 30 second check-in time that RMS Cloud offer. For example, RMS Cloud hospitality software offers features that allow for a contactless guest experience and automating your customer experience with an RMS Pay Link and pre-check in all via the RMS guest portal.

With technology shifting the expectations around travel and millions of people expected to travel with consumer confidence rising Ferris posed the question, “when was the last time you timed how long a check-in takes from the moment a receptionist locked eyes with you to when you are walking away with your room key?” Furthermore, the hospitality industry continues to struggle to find adequate skilled resources so investing in technology that takes the pressure off new inexperienced workforce is a necessity.

The future of hotel technology is here

RMS Cloud’s customisable technology empowers seamless operations across your business. Integrate with over 100 of the world’s best OTAs, manage multiple properties and create a personalised guest experience.

With PMS, POS and contactless guest-facing solutions, RMS is driving innovation to serve you better.

Get in touch to learn how RMS can help better your business today.

rmscloud.com

The 2022 Guide to Property Management Software Proudly supported by