Choosing the right PMS tech partner to match your service culture can bring you success

Today, every hotel department works more effectively thanks to PMS technologies; therefore, choosing the right tech partner is essential because they are just as important to you as your software.

Guest Relations

Clean hotel rooms are, of course, expected; with PMS housekeeping, the software can record the status of rooms as either: inspected, dirty, clean, or out-of-order. Customers often need attention during their stay, so instead of calling the front desk, a good Property Management System offers Artificial Intelligence (AI) based chatbots that can quickly and accurately answer their questions before passing on the request to the department responsible for fulfilling them.

Guest Relations’ work is considerably faster because the system ensures that each request is reported immediately to the engineering department. The sooner you fix a broken faucet or lock, the happier your guest will be. Additional features, such as a database for lost property and employee scheduling tools, are also included in the package.

Guest loyalty can be increased through ‘mailings’ and scheduled at appropriate intervals based on your guest knowledge. Our experience informs us that hotels using these technologies receive better feedback and have many more returning guests.

Better service can improve your income

Hospitality involves paying close attention to your guests but without getting distracted by technical problems that are beyond the capability of your hotel IT specialist. However, non-standard and critical situations happen, so it is necessary to have a trusted PMS tech partner with 24-hour technical support on standby and ready to help.

Success in the hospitality industry is based on guest orientation and providing the customer with outstanding service. If your guest has a poor experience, it will not go unheard; they will not only tell their friends and family, but it is also possible that they will take to the digital platform to warn others. Many potential visitors refer to websites that contain feedback before choosing where to stay. The last thing a business owner wants is a potential guest abandoning their booking because of a bad review.

A high-quality guest experience is made up of many factors; however, ‘service’ is always important, and this is affected not only by the staff but also by the performance of the PMS. As mentioned earlier, the hotel IT specialist cannot be expected to resolve all IT issues; some require a specialist. At this level, a trusted tech partner can be the secret tool for a hotel’s success.

Author: Roberto Martin

Regional Director of Operations

HRS NAMER