THE 2023 GUIDE TO PROPERTY MANAGEMENT SOFTWARE

By Mandy Clarke, Editor, AccomNews

A well-managed accommodation is only as good as the property management so ware (PMS) it engages.

From there, PMS operators and managers expect to be able to streamline daily operations, reduce manual processes and improve guest experiences.

The so ware helps manage everything from front desk, room bookings and billings to guest services, sales and marketing. Importantly, it manages distribution channels, such as online travel agencies (OTAs) and direct bookings.

However, many users expect more, and the so ware can also help manage sta workflow by tracking housekeeping tasks and maintenance schedules, it can have email communication features and capabilities for on-premises dining and loyalty programs.

Many PMS systems also include accounting and finance features that can generate reports on occupancy rates, and revenue.

As an essential, PMS systems must have strong security features to protect guest data, payment and other sensitive information.

There are several technologies that are being integrated to enhance PMS functionality and e ectiveness. Cloud-based PMS allows hotel operators to access their data from any device with internet access. This technology provides flexibility, scalability, and real-time data insights, which can help hotel operators make informed decisions ‘on-the-go’.

Artificial Intelligence (AI) and Machine Learning (ML) are also being integrated into PMS to automate processes and provide more personalised experiences to guests. Within the tourism industry, AI has function as almost a virtual travel agentrecommending services and products to guests based on their preferences and booking history.

Internet of Things (IoT) is being used to enhance guest experiences and automate hotel operations to exceed guest expectations. For example, IoTenabled devices can be used to control room temperature, lighting, and other amenities to meet guests' preferences.

Mobile technology continues to expand its role in our everyday lives and integrating it within PMS can help provide guests with a seamless experience. For example, guests can use their mobile devices to check-in, access their room, and request services during their stay.

Contactless payment solutions are also being integrated into PMS to reduce contact between guests and sta , improve payment security, and provide a convenient payment option for guests.

A good PMS is one that meets the specific needs of your accommodation and helps you e ciently manage your operations. It should be user-friendly, scalable, customisable and o er an excellent user support service.

Ultimately, PMS should provide a more personalised and therefore improved guest experience, increase sta productivity, and optimise revenue.

Sam Steel Co-founder of Resly says that good PMS helps exceed guest expectations because it provides a seamless and connected journey.

He said: “Functionality like onlinecheck-in and integrated channel messaging are removing a lot of the manual work required, giving the guests a be er, faster, and more personalised experience.

“For instance, when a guest sends a message to a property via an online channel such as Airbnb and Booking.com, traditionally the hotelier will receive the message as an email, which they then must reply to via email or log into the channels portal to reply. Technology now allows us to receive and reply to messages directly in the PMS reducing the time a guest waits for a reply, while also keeping a full record of all conversations on the reservation in the PMS.”

He said in the future we will see “deeper connections and integrations with third-party platforms and channels”. P04