Time for Independent Hotels to Budget for a Future-proof Property Management System |


With 2022 in sight, the rest of the industry takes stock of the most valuable technological innovations that have been used successfully this year. One big obstacle remains: the hotel property management system.

By Warren Dehan, Chairman of Maestro – 11.8.2021

Finding ways to justify the cost of new technology can be a challenge in today’s environment, but many hoteliers are counting on her throughout the pandemic to improve operations, engage with guests, train workers, and increase revenue. . With 2022 in sight, the rest of the industry takes stock of the most valuable technological innovations that have been used successfully this year. There remains a big obstacle: the hotel Property management system (PMS).

While many of the available technologies improve operations and the customer experience, operators may be limited by the capabilities of their PMS and their budgets available for integrations. If hoteliers know where to look in the technology market, how to maximize the value of the tools they have, and what level of operations they aspire to, it is possible to locate a technology partner who can help operators achieve their goals and to protect their investment. for the long term.

The tools of tomorrow

Keeping up to date with new technologies can be expensive and difficult. Hoteliers in the industry have new memories of continuing man-made trends throughout the last business cycle, resulting in unnecessary technology spending. Operators today are so focused on maximizing their recovery capacity with the rest of the travel industry, and reluctant to experiment with new technologies, that they run the risk of missing a technology. crucial able to help them turn around their business.

Fortunately, making an investment of this size is not always easy. Hoteliers should consider the capabilities of each PMS provider and choose a service that meets their needs. Some PMS providers offer programs that allow hotels to keep abreast of new releases at low cost, or even at no cost, outside of their software subscription commitment. This allows hotels to focus on learning how to optimize their capabilities with existing tools and avoid repeatedly coming back to the market in search of a new PMS.

This way, operators can rest assured that their core PMS is taken care of and review their budget to focus and examine ways in which technology can improve their PMS-related bottom line. This can take the form of revenue management tools and strategies, new upselling opportunities and improving your establishment’s reviews by revamping your customer communications strategy. Investing in a PMS with these capabilities and strong third-party integration options could be your property’s gateway to renewed profitability in the new year.

Ask for help

With the effects of COVID-19 still having an impact on the industry, the price of breakthrough technology has fluctuated greatly over the past year depending on a property’s competitive positioning. However, price isn’t everything, and investing in technology requires more than just budget justification. Technology partners willing and able to provide consistent and ongoing support to hotel operators as they adopt new technologies can save operators’ bottom lines – and their sanity – because nothing hurts more in a market. recovery than business interruptions due to new technologies.

PMS technology is known for its learning curve, and problems invariably arise due to the complexity of hotel operations; However, performing a complex operation requires sophisticated tools, and with that comes learning. It is important for operators to know that they can count on their PMS partner to support them when the time comes to request support and continuous training to maximize their investment, and it would be a mistake not to take into account the value of ‘strong support from these partners when choosing a new technology.

This is even more important for independent hoteliers, who do not have the protection of a flag when business crashes. Technology providers should be available 24/7 and ideally provide multiple forms of contact including live chat, emails, e-learning tools, and online telephone support. direct. Having multiple ways to access support services is crucial to resolving urgent issues, especially in the expectation of immediacy and hoteliers who rely on fewer staff to get the job done.

The next step

Choosing a PMS is not a decision to be taken lightly. Hoteliers are encouraged to perform due diligence and fully assess all technology partners, as well as internal assessments to understand their own operational needs. Examine the operational needs, the elements that make up the ideal customer experience, and the desired goals during each guest’s stay. When researching existing tools, operators may find that it is possible to do more than they realize. You don’t know what you don’t know, so it’s always best to check with your current vendor to see what other possibilities are available with your solution installed, in order to potentially avoid considerable frustration, avoidable costs and losses. unnecessary changes for staff and guests. .

If it is determined that an investment is required to provide these additional services, it is worth it. Modern PMSs can resolve disconnections between services through natural integrations, work together to improve efficiency and save money. Automation can be used to reduce congestion in the hotel lobby by drawing guest’s attention to self-service digital communications and processes. This enables operators to provide customers with an interactive mobile experience without sacrificing the attention of valued associates on site. These are just a few of the ways modern technology can save labor and operating costs while improving the overall customer experience.

Most tech professionals will say that the concept of “future proofing” using existing technology is simply not possible. New abilities sometimes require a new foundation to build on. However, by forging a strong relationship with your hotel’s technology partners, it is possible to stay ahead of the competition by understanding property limits and how to fill those gaps.

If sustaining your hotel’s PMS investment is a priority, here are two documents that will help you in the purchasing and budgeting process: The 2021 Smart Decision Guide for Hotel Property Management Systems and the PMS Assessment Checklist.

Warren Dehan is the chairman of Maestro, the preferred cloud and on-premise PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals and multi-property groups. Maestro pioneered a fully integrated Windows PMS and sales and catering solution and continues this trend with leading web and mobile solutions. Platform and deployment independence presents Maestro as an investment that will continue to grow and adapt as new technologies emerge.

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