Hotel Guest ManaGeMent systeM
● Hotel Guest Management System
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Hotel Guest Management Software
Choosing a Hotel Guest Management Software system is similar to buying a car: the plethora of options can be overwhelming, and it can be difficult to find trusted advice about the PMS features you require the most.
Hotel veterans frequently use the metaphor of a duck on a lake to describe hotel operations. The duck appears calm and collected above the surface, but its legs are kicking furiously beneath the surface. Guests are frequently stressed with their own travel plans, or are attempting to avoid stress entirely during their vacation, so it is critical for staff to appear calm and relaxed despite the hustle and bustle.
Hoteliers use technology to make operations appear effortless to guests, and Hotel Guest Management Software is the single most important system in the entire hotel. Whether you work at a small inn or a large hotel chain, your Hotel Guest Management system is the foundation of your business.
Almost every member of a hotel team must use the PMS to complete daily tasks. Guest service representatives must prioritise hotel rooms that need to be cleaned for early VIP arrivals. Sales and event management professionals must reserve rooms for groups. Hotel managers must have access to the system in order to obtain data and operational insights.
The selection of a Hotel Guest Management system vendor is one of the most important and difficult decisions a hotel operator will ever
make. You'll know exactly what to look for by the end of this article, allowing you to make informed technology decisions for your property.
The Most Essential Hotel Guest Management Software Functionalities
Let's start with the fundamentals. These features are absolute musthaves for any modern hotelier looking to use technology to improve the guest experience, increase the efficiency of back-office operations, and build long-term relationships with guests.
Intuitive & easy-to-use interface: When selecting mission-critical software for a hotel, the most important factor is a user-friendly interface. More mistakes will be made if your hotel software is complex and confusing, costing you more money. Common tasks should not require a lot of time and steps, as this slows down your team and limits your ability to grow quickly, highlighting the importance of a powerful Hotel Guest Management Software system.
Mobile & tablet optimised: When your manager, housekeeping team, or other staff members need to quickly check details on a
booking, they should not have to rush back to the office. Any system you use must not only be usable on mobile phones and tablets, but also optimised for use on these devices. Even better, your owner should be able to monitor performance while on vacation.
Clear visibility of the grid: Adding special events in the area, emphasising returning guests, and identifying guests who have yet to pay their bill are all features that your grid should enable by default. Your grid should enable you to quickly and easily view important information about your guests.
Guest profiles: Are you attempting to increase guest loyalty? Guest profiles keep track of your guests' contact information, stay history, and even preferences, allowing you to provide a more personalised experience during their next stay. Even better, a guest profile with your guest's stored CCs will make it even easier for returning guests.
Email automation: Personalised, customized, and automated emails can help you communicate with guests while also reducing manual work for your staff. Using your own templates, automated email functionality enables you to create a communication journey from initial booking to targeted offers for repeat visitors.
Management of housekeeping: Your PMS should enable your housekeeping team to mark rooms as clean, dirty, or out of order. Having this information in one place allows the front desk to see room statuses and accommodate early check-ins and room moves without needing to radio the housekeeping supervisor.
Reservation management: Reservations management and front office features are possibly the most important PMS features. Hoteliers can eliminate the need for a paper reservation book by storing all of their reservations digitally. You should be able to set rates, control availability, offer promotions, and visualise reservations on a calendar within reservations management.
Room management: A PMS's room management module functions as a virtual front desk. With a few simple clicks, front desk agents can check guests in and out, as well as cancel or extend reservations.
Group bookings/reservations: If your hotel intends to host any kind of event or group of guests, group reservations functionality is essential. Allowing guests to book reservations within the room block, exporting a room list, and configuring billing settings so that you can bill one account for multiple rooms are all group reservation features.
Invoicing: Most guests want a copy of their bill when they check out, so your PMS should be able to easily export guests' folios that include all charges from their stay. Similarly, you'll want clear financial reporting that allows you to reconcile revenue and expenses from room revenue, outlets, vendors, and other sources.
Payment processing: Guests no longer pay with cash or checks, so you'll need a PMS with a payment processor integration that allows you to charge guests' credit cards easily and securely access major payment gateways.
Business intelligence and reporting: How do you know if your hotel is performing well if you can't measure it? A PMS with robust reporting features will provide you with insight into your revenue, ADR, RevPAR, and a variety of other metrics, allowing you to identify opportunities for growth and track your progress toward your objectives.
Rate management: Do you want to charge a non-refundable fee or offer value-added packages? If so, rate management functionality that allows for multiple, customizable rate plans is essential.
User logs and permissions: With so much turnover in the hotel industry, it is critical to hold front-line staff accountable with detailed user logs to ensure an automated record in the event of any mistakes, as well as proper training and issue resolution. Furthermore, we live in a world where consumers demand increased security, so it is critical that staff only have access to the parts of the Hotel Guest Management
system necessary to complete their core tasks without accessing sensitive information such as credit card data unnecessarily.