Technology is a useful tool that can simplify complicated and time consuming processes that would otherwise rely on human intervention. SaaS - better known as Software as a Service, is a new technology that's delivered through the internet and helps us reimagine how to do things.
SaaS applications can break down the silos that isolate us and limit our capabilities, making us more collaborative. Basic examples include productivity tools, like document processors, whilst more complicated examples can include accounting and hotel reservation like the Property Management System. The biggest advantage this technology offers is the ability to keep information in the cloud, so people can access it from anywhere, thereby empowering us to multitask and work collaboratively.
Legacy on-site systems and software applications once used in the hospitality industry do not deliver the same operational efficiency or productivity for hotels simply because they are outdated. Yet in spite of this, many boutique and independent hotels are still using these tools.
Today, we have the luxury of shopping around for single use applications and even more complex All-in-one systems. Software vendors typically deliver these solutions through the internet which means there’s no need to invest in hardware, site maintenance or licensing fees.
In the real world, Hoteliers probably don't need all the fancy bells and whistles, but even so, it makes sense to anchor your needs around the most versatile system and place this at the top of your Tech Stack.
Positioned as the “do it all” software solution for hotels, the PMS (Property Management System) performs much like a Central Reservations System, without many of the advanced features. However what makes the PMS as powerful - especially for boutique and independent hotels on a budget, is the flexibility of adding value features as needed, making it feature rich and capable of delivering better revenue performance whilst lowering costs. Anchoring your tech stack in the PMS lets you do more, without the extra cost.
Boutique and Independent Hotels can use the PMS to add value to their Tech Stack. Being able to Integrate 3rd party vendor apps through API connectivity boosts the overall features and enhances the capabilities of the platform. Feature rich 3rd party apps can include :Payment Processing, Point Of Sales, Key Card Entry, Financial Accounting, and Reputation Management - amongst other things ...
Take for example payment processing and embedded payments. Integrating a payment solution into the PMS can streamline charging at the front end of hotel operations. Making it easier for guests to settle their accounts and offering more payment options during the booking process helps reduce abandoned bookings, protect against fraud and provides better guest service.
Team work plays an important role in hotel operations so communication and information sharing are important. Information flow needs to filter out and be accessible to different teams including Housekeeping, F&B, Maintenance and Accounting. The PMS will empower your teams to be better collaborators and share information more freely so nothing's left to chance. Because collaboration between teams is important it makes sense to stay ahead of the game and rely on technology as a way to deliver a consistent service. Anchoring the PMS at the top of your tech stack means communications can filter out from the top to keep everyone else in the loop - which is much better then being isolated to a department silo with no information sharing.
Important PMS features designed to give you the winning edge include:
Automatic Assignment or Rooms;
Automation of Rudimentary Tasks;
Faster Guest Registration;
Distribution and Channel Management;
Realtime Maintenance Status;
Realtime Housekeeping Status;
Dashboard Visibility of Performance;
24/7 access to data on any device;
Data security and Backup to the Cloud.
1. Deliver a Robust Booking Experience:
Boutique and Independent hoteliers can use their PMS to manage the hotel’s booking process much the same way as branded hotels. When guests book their stay, the booking engine gets room information and assigns it directly from the PMS, together with a complete list of bookable amenities and services, in addition to the room at checkout.
Whilst most PMS systems can already feed this type of information directly to the booking engine, in order to deliver a robust booking experience - more is needed. It starts with greater personalisation including providing the types of amenities to personalize the choice of accommodation, as well as providing easier, more flexible payment options or being recognised under loyalty programs etc...
A robust booking experience needs to fulfill all these requirements and more, which can be accomplished with the PMS at the center of your tech stack.
2. Smartphone Registration & Check-In:
One of the most frustrating and annoying encounters a guest may have with the hotel is registering at Check-in. More often than not - long lines and cursory interaction with staff (attempting to juggle the daily rush of new arrivals) can detract from an otherwise positive experience.
Mobile or Smartphone registration at Check-in / Out, is a way around this bottleneck. The Smartphone check-in bypasses the front desk altogether so the guest can go straight to their room. Thanks to 3rd party applications and connectivity partnerships, mobile check-in is becoming more commonplace.
For example - before arrival the guest receives an Email or SMS with their “self registration” details and secure access to the guest services portal. At the “Guest Services Portal” they complete an arrival formality and get instructions together with key card credentials to go to the assigned room.
Today’s PMS systems can accommodate Arrival and Departure formalities through Smartphone devices to remove the friction associated with the front desk.
3. Protect Data through Cloud Technology:
Cloud-based technology is known for its versatility, mobility and flexibility without being tied to one location. It’s proven invaluable for disaster recovery. If boutique and independent hoteliers encounter a situation where their data is lost or compromised, it can be challenging for the hotel to bounce back. However, with the right PMS solution, hoteliers can take comfort knowing their data is stored in the cloud and is backed-up and protected in case of any outages, hacks or system breaches for safekeeping. Cloud based technology is more reliable and cheaper than traditional on-site solutions and improvements can be rolled out much more quickly and easily.
4. Upselling Capabilities:
Upselling can help increase revenue and enhance the guest experience. A sophisticated PMS with built-in upselling capabilities can suggest upgrades and additional services to guests during the booking process.
The PMS can offer “feature based selling capabilities” to provide guests with the option to customize their stay by selecting specific room features, like a balcony, high floor, to enhance personalization and satisfaction. Combining traditional upselling with feature-based options can provide additional revenue and creates a more tailored guest experience.
Moreover, feature based upgrades create a more dynamic and engaging booking process. Guests usually appreciate the ability to tailor their experience, and hotels benefit from the additional revenues and a higher level of guest satisfaction and loyalty.
5. Scalability and Integration :
Boutique and Independent hotels using the PMS solution for hotel operations, need to be dynamic managers and be able to change strategy quickly. In order to work better in a volatile environment, the PMS must allow hoteliers to synchronize with Distribution Partners or access the value-added third-party services like Revenue Management to guide decisions.
Partnership integrations and 3rd party vendors, synchronized through API can be a formula for success. Adding speciality features to your PMS like Accounting, KeyCard Entry, and POS capabilities etc... make your PMS more scalable and feature rich. Synchronizing with 3rd party vendors through open API connectivity is a receipt for success.
The PMS at the core of your Tech Stack, needs other multi-tasking capabilities beyond managing reservations and the operation. Hoteliers will need to choose the PMS vendor that minimizes the barriers to connect with different software providers to enhance the overall functionality of what they're using.
When hotels align with the right property management system, overseeing key elements of hotel operation becomes easier with everything in one place. Putting the PMS at the top of your Tech Stack can give you the winning edge against your competition.
When the individual components of your tech stack center back to the PMS - information sharing between departments is more collaborative. Using cloud technology and a centralized database, together with value added services through API partnerships helps provide the winning edge. Access to these capabilities can be a game changer, for hoteliers looking to stand out and differentiate themselves in a crowded market.
To anchor your tech stack your PMS needs to offer the following features:
Reservation Management;
Housekeeping Management;
Room Management;
Accounting and Night Audit;
Channel Management;
Reporting & Analytics;
Offer Guest profiling;
Synchronization and Connectivity with ‘third party’ vendors & applications;
Data security.
For Boutique and Independent Hoteliers, working with one partner like Hoteliers Guru offers many benefits and limits the number of relationships you need to manage as well as keeping your staff training and the on-boarding of additional features centered on one platform and one supplier.
