The mobile PMS facilitates for real-time communication with housekeeping and instant room status updates, leading to the reduction of calls made to the front office.
FREMONT, CA: The administration of a booming hotel is not simple—hoteliers are tasked with empowering the staff, improve the guest experience, and increase the property’s bottom line. As the hospitality industry extends to adopt guest-centric platforms, administrators must examine emerging technology to make sure that it meets their property’s evolving needs. While there are systems that play a crucial role in the strategic optimization of a hotel’s operational structure, the Property Management System (PMS) signifies the technological focal point.
Gone are the days when customers had an option to select from a small list of legacy hotels. Today, guests take an active role in curating the experience as per their needs enabling them the convenience, control, and personalization. Modern travelers carry a smartphone with them, and most of them want to avoid the front desk service and use their mobiles to check-in. So, a mobile PMS is essential for hoteliers to flourish in the new, guest-centric environment.
The mobility feature lets travelers choose how they want to check-in—through their device, a friendly attendant equipped with a tablet, or a smart-kiosk in the lobby. No longer are hoteliers limited to the front desk when interacting with guests. Currently, the staff can move around the property while accessing critical guest information in real-time through their smartphone or tablet. The method allows the team to start natural conversations with visitors that lead to conversions for amenities or upgrades, or to process guest requests anywhere in the hotel.
The mobile-first approach can restructure several touchpoints in the guest journey, like reducing long lines to the front desk. A mobile PMS can also cut inefficiencies in the back-of-the-house as well. Conventionally, housekeeping departments were run with walkie-talkies and clipboard. Back then, the low-technology method did help the staff in getting their job done and also eliminated a few awkward interactions with guests. The mobile PMS facilitates real-time communication with housekeeping and instant room status updates, leading to a higher percentage in the reduction of calls made to the front office. The added efficiency can also boost the hotel’s additional revenue because more rooms will be available for monetized before time check-in or late check-out.
Works Well With Other Platforms
Hotels cannot be run on a single siloed technological solution. So, when designing a new tech-stack, businesses need to recognize the platforms that allow easy integration. Notably, a PMS designed with an open Application Programming Interface (API) will make sure that all of the platforms can interact in a hyper-connected manner. The system will also ensure that the PMS can easily integrate future technological upgrades.
Most importantly, how can hoteliers expect to advantage from their PMS if it cannot interface with the existing or future systems? The power of any hotel technology stack rests on its capability to effortlessly share data between the platforms. If not, a disjointed tech ecosystem will form a data silo that corrupts the effectiveness of individual platforms, eventually harming the guest experience. Alternatively, a cloud-based system that offers trouble-free integration through an open API will facilitate a hotel to develop, stay ahead of market trends, and connect to industry-leading solutions. Investing in open-APIs and a firmly integrated technological ecosystem directly impacts a hotel’s aptitude to meet and exceed guest demands, both now and in the future.
The System Should Help in Advancing Revenue
Initially, the role of the PMS was to help business owners administer their hotel’s operational arrangement. However, today’s PMS can do so much more. Beyond the requirements of the front desk and reservation supervision, a PMS should augment a business’s capacity to generate revenue. Thus, arise a few questions like, does a hotel’s PMS give them the ability to send personalized offers for amenities room upgrades directly to the guests’ smartphones? Does it allow hotels to benefit from ancillary revenue from early check-in and late check-out opportunities? Does the system help to drive more direct bookings? The answer to the questions is yes, it should.
A PMS is required to optimize profits with built-in capabilities that contain:
• Detailed financials and reporting for better business decisions.
• Mobile communications to connect with guests at relevant touchpoints.
• Centralized guest stay information to tailor guest experiences.
• An advanced online booking engine to support direct bookings.
• Revenue management to maximize Average Daily Rate (ADR) and Revenue per Available Room (RevPAR).
Additionally, the PMS should guarantee that the hotel staff has the tools they need to gain more sales while providing personalized offers. Furthermore, the guests utilizing self-service channels should also be able to take benefit of personalized services, promotions, and upgrades.
The present-day hospitality landscape is progressively more technology-driven, with the PMS positioned at the center of the property’s operations. Ultimately, the system should do more than manage the property; it should keep the business ahead of industry trends, exceed guest expectations, and boost profits. With the right platform set, property owners can update and improve every facet of the guest expedition.