The Ultimate Guide To Property Management Systems
The Ultimate Guide toProperty ManagementSystems2021 EDITIONNEWFREE TEMPLATE INSIDEFree RFP template to simplify your searchand help you find the best fit for your hotels.SPONSORED BY
table ofcontents2021 EDITIONPROPERTYMANAGEMENTSYSTEMbuyer’s guideA free and simple guide by1/Category OverviewWhat is a property management system?What are the key benefits?What are the “jobs-to-be-done”?2021 Look-forwards: Trends & predictions2 / Buying Advice & RecommendationsKey featuresSide-by-side product comparisonsVendor RFP & Scorecard Toolkit NEWTop Rated VendorsWhat hoteliers are sayingCritical integrations3 / Buying Advice & RecommendationsSmart buyer questions to ask vendorsPricing & implementation guidanceCreated in collaboration withHow to measure successHow to convince ownership ROI calculatorHotelier success storiesRecommended reading
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CATEGORY OVERVIEWWHAT IS APROPERTYMANAGEMENTSYSTEM?
CATEGORY OVERVIEWAA property management system (PMS) is a software suite that property owners use tomanage their business by coordinating reservations, availability, payments, and reporting inone central place. The PMS allows property owners to check-in and check-out guests, seeroom availability, make adjustments to existing reservations, and schedule housekeeping ormaintenance events. With a central system, hoteliers can better manage and monitor thekey metrics needed to run their business (e.g. average daily rate, occupancy, and RevPAR).Hotel Tech Report 2021 Property Management System Buyer’s Guide
CATEGORY OVERVIEWWhat are theKEy benefits of APROPERTY MANAGEMENTSYSTEM?1Reduce Guest FrictionA PMS improves your relationship with your guests by helping you remembercustomer preferences, accommodate customer requests (eg. splitting folios), andcommunicate with your guests before and after their stay. The right PMS canimprove the customer experience by reducing errors like overbookings, andimprove occupancy rates by connecting your available inventory to your bookingengine and channel managers.2Grow RevenueA PMS makes you more money by letting you adjust your rates quickly- across allof your channels based on market conditions.3Save Time, Increase E!ciencyIf you are using multiple systems that don’t talk to each other very well, an integratedPMS will save you valuable hours of time each week and save you from costly orembarrassing mistakes.Hotel Tech Report 2021 Property Management System Buyer’s Guide
CATEGORY OVERVIEWWhat are the3 most important jobs to Be DoneInventory ManagementA PMS helps you accurately keep track of guest reservations, rates and availability, andwill speak to your channel manager and booking engine - you can list all of your availableinventory all of the time and any inventory changes can be automatically updated acrossall of your channels.Reduce Administrative TasksIn addition to preventing mistakes that can ruin a guest’s experience, a PMS can alsoenable hotel owners to focus more on their guests and spend less time on manual oradministrative tasks.Connected AppsThe PMS is essentially the core operating system of the hotel industry. It’s the centralsource of truth that powers all other 3rd party applications such as guest messagingsoftware, revenue management systems and accounting/reporting software. The PMSis the glue that makes all other apps work.Hotel Tech Report 2021 Property Management System Buyer’s Guide
CATEGORY OVERVIEW2021 Trends and DevelopmentsIntegrationSSystemsCloud technology and the increasingstandardization of open APIs isresulting in a more open andconnected PMS for enhancedautomation, customizability,scalability, and data visibility, as wellas high-level service personalizationacross all guest touchpoints.Enhanced MobilityMObviously, COVID-19 will highlightthe need for mobile applicationssuch as contactless check-in,messaging, and mobilehousekeeping applications for theforeseeable future--and there will beno going back.PPersonalizationDirectly dependent on systemintegration and enhanced mobility,service personalization will beessential to remaining relevant in anincreasingly contactless world. Frompersonalized communications andamenities, modern travel consumersexpect a customizable stayexperience, right from the momentof booking.
BUYING ADVICE & RECOMMENDATIONSWhat features to look forEasy-to-use interfaceTrain your staff quickly and reduce the likelihood of errors.Personalized taxes & feesCustomize taxes, fees, and cancellation policies in thecombination that best suits your business.Centralized dashboardSee what is happening, what needs to be done today, andmonitor your key metrics.Guest communicationsImprove the guest experience with automated pre- and poststay communications.Government complianceComply with local tax reporting requirements and regulations.Reporting suiteGenerate detailed production and financial reports to improvebusiness operations.Channel availabilityAbility to sync availability to multiple channels in real time. Look for anall-in-one solution that reduces the overhead of managing andlearning multiple systems.Customer supportEasily modify and move bookings as needed, keeping track ofyour reservations and reducing the likelihood of overbooking.A PMS is the lifeblood of your hotel. It’s the record of truth forreservations and inventory availability. It connects all aspects of yourhotel operation. If your PMS goes down, there can be big problems.That’s when a killer customer support team comes to the rescue.Mobile accessibilityIntegrations & scalabilityReservation modificationsCOVID-19 made hoteliers around the world realize theimportance of being able to run a business remotely. Havingmobile access to your PMS helps ensure that you can handle anyissue on property wherever you are.What do critical systems like revenue management software, CRMand booking engine all have in common? They all need data from yourPMS. Having strong connections with your other key systems iscritical to the success of your hotel operation.Hotel Tech Report 2021 Property Management System Buyer’s Guide
BUYING ADVICE & RECOMMENDATIONSWant to easily compare features of top propertymanagement systems side-by-side?Launch ComparisonHotel Tech Report 2021 Property Management System Buyer’s Guide
FREE SCORECARD & TOOLKITSimplify Your Property ManagementSystem Search with Our Free ToolkitNEWProperty Management System Vendor ScorecardVENDOR 1 ScoreRFP document: Easily map your goals and requirements byfilling in the blanksVendor answer sheet: Take your own notes or send it tovendors to fill in to get consistent information to compareVendor scorecard: Grade vendors based on predefined holisticcriteria and find out which is really your top choiceVENDOR 1Team collaboration: Invite key stakeholders and owners toshare your thought process and make an aligned and informedteam decisionLAUNCH THE TOOLKITSPONSORED BY
BUYING ADVICE & RECOMMENDATIONSTop Rated ProductsSPONSOREDTop-rated vendors in the category to add to your shortlist.WebRezProProperty Management SystemsMews SystemsProperty Management SystemsClock SoftwareProperty Management SystemsHotelTimeProperty Management SystemsGuestlineProperty Management SystemsView rankings and live leaderboardHotel Tech Report 2021 Property Management System Buyer’s Guide
BUYING ADVICE & RECOMMENDATIONSWant customrecommendations foryour hotel in under 2minutes?Launch software finderHelping thousands of hoteliers makebetter buying decisions every month
What hoteliers like you are saying General Manager from CanadaCEO from Japan“We have been using WebRezPro for three of our companiessince 2010 and we do not see ourselves using any othersystem any time soon! - Their customer service is fantastic! The system is easy to learn and easy to use! -They are alwaysupdating their software and adding integration options.”“Quite intuitive and clean layout - simplifies a lot of thecomplexity in many hotel operations minutae. Practicalproduct suite between PMS, guest app and tablet. Mostimportantly, massive amount of integrations with the bestsoftware out there.”Review ofReview ofGeneral Manager from United StatesHotel Owner from United States“Easy to use. Rich functionality for a Cloud solution especially the rich guest profiles and integrated GuestSelf-Service Portal with great guest functionality.”“WebRezPro's customer service and support team aresecond to none! They are patient, professional, andcourteous. I especially appreciate that they are willing tostick with an issue and troubleshoot until they find aresolution and then help me to understand both. And anytimeI need additional training, it is easy to set up.”Review ofClock PMSMewsReview ofHotel Tech Report 2021 Property Management System Buyer’s Guide
“Featured review“We have been with WebRezPro now for severalyears and have really enjoyed working with them.The one thing I appreciate most is their willingnessto help with problems when we have one. They arefriendly and helpful, no matter how difficult ortrivial the problem is. And very easy to get a hold ofduring the day. Their program is easy tounderstand and easy to teach to new employees.We are very pleased with WebRezPro and willcontinue to stay with them.”Director of ITBoutique Hotel in Torrey, UtahVerified by Hotel Tech ReportSPONSOREDRead more reviews
BUYING ADVICE & RECOMMENDATIONSCriticalintegrationsWithout the right integrationseven the best product can addcomplexity and cost. Make sureany vendor you consider has theintegrations you need to setyour team up for success.Channel ManagerPOSMessagingRMSWithout a proper PMS Channel Manager 2-way integrationyour hotel could risk overbookings by not syncing inventoryproperly across 1st and 3rd party booking channels.Revenue Management SystemIf you’re pricing rooms on a spreadsheet your hotel is at amassive disadvantage. Revenue management systems pullstructured historical data from your PMS to make real time pricerecommendations. Without this integration, your RMS is proneto error and elManagerCRMThe PMS is your “room centric” (or inventory centric) source oftruth. The CRM is your guest centered source of truth poweredby rich profiles populated with PMS data like recency, frequencyand monetary value of bookings. Without a tight integrationyour CRM will not function properly.Hotel Tech Report 2021 Property Management System Buyer’s Guide
BUYING ADVICE & RECOMMENDATIONSLooking forintegrations?Browse hundreds of integrations fortop-rated property managementsystems to save time, drive revenueand automate your workflows.Browse top integrationsHotel Tech Report 2021 Property Management System Buyer’s Guide
EXPECTATIONS & BUDGETINGWhatquestionsshould smartbuyers askvendors?1How quickly can I train new sta! with this system?Almost every staff member at your hotel will use the PMS at one point or another. If you’re using a clunky system that’shard to learn, it will dramatically increase your staff ramp-up time and increase training costs. Nobody needed to teach youhow to use your iPhone and to some extent the same should be true of a great PMS.2Which channels and/or channel managers do you connect to?Depending on your region you’ll rely on different demand channels. If you’re in China you’ll likely need CTrip connectivity, inEurope you may need Booking.com and in the U.S. you’ll want Expedia. Aside from “the majors” you’ll also need the rightconnectivity to dozens of niche channels that can provide substantial business value and bookings.3What kind of support is o!ered? When can I contact them?The second “S” in “SaaS” stands for “service.” When you buy software you aren’t just buying a physical product today,you’re buying into the future roadmap and service, which is why you’ll pay monthly fees. Bad customer support can beinsanely costly - imagine if a channel connection or even online booking capabilities was down for a day? Imagine if youcouldn’t check guests in? There are always issues no matter how great the software and you’ll need a great team to help.4How does your platform help me comply with the regulations in my region?Every region has different tax codes and regulations so you’ll need a PMS provider than can actually service your region. Allof the tedious paperwork and bureacracy should be automated and made easy by your next PMS partner.5How open is your system to support 3rd-party software integrations?30 years ago we used monolithic systems, which means one giant piece of software to run all facets of a hotel. Today, theaverage hotel runs on 20-30 different systems working in unison. The PMS is at the core of all these systems and withoutthe right integrations your hotel operations will become unnecessarily complex.Hotel Tech Report 2021 Property Management System Buyer’s Guide
EXPECTATIONS & BUDGETINGPricing & Implementation GuidancePricingWhat are the typical pricing models andranges that I should budget for?IMPLEMENTATION EXPENSEImplementation expense depends on integrationsrequired. Additionally, an on-site implementation (vs.remote) will incur expense.PRICE RANGEMONTHLY SUBSCRIPTIONPricing for cloud-based PMS products are typicallybased on how many rooms or properties utilize thatsystem. Many PMS products have calculators ontheir website that will help you better understandwhat to expect for pricing.PRICE RANGE 7-12/room/moImplementationWhat does the typical implementationtimeline and process look like to go live?For most cloud-based systems, implementation cantake one to three weeks depending on: how manyreservations need to be imported and who is importingthe data (some PMS will offer services to do this foryou), the number of properties and rooms you haveand any customizations you would like to add.Implementation will typically start by setting up theapplication - setting up rooms, room types, addingrates, and importing/adding existing and futurereservations. An implementation coach orrepresentative may work with you through the setupprocess, and verify your setup. Finally, you will connectyour channels or channel manager to start takingreservations. Done correctly, there is no downtimebetween switching systems. A good PMS will alsoprovide access to a video training library andknowledge base of its features to help new users getstarted.TIMELINE2-3 WEEKSHotel Tech Report 2021 Property Management System Buyer’s Guide
EXPECTATIONS & BUDGETINGHow do I measure success?Occupancy RateGuestSatisfactionRevPARA PMS helps you accurately keep track of occupancy and bookings and will speak toyour channel manager and booking engine - you can list all of your available inventory allof the time and any inventory changes can be automatically updated across all of yourchannels.In addition to preventing mistakes that can ruin a guest’s experience, a PMS can alsoenable hotel owners to focus more on their guests and spend less time on manual oradministrative tasks.With advanced analytics and market updates, some PMS systems will help you plan andadjust your pricing strategy to help you optimize your yield.Hotel Tech Report 2021 Property Management System Buyer’s Guide
Featured propertymanagement systemsuccess storiesRead real stories from hoteliers like you about how theyleveraged property management systems to grow theirbusinesses.The Linden Row Innmodernizes andstreamlines operationswith WebRezProWebRezPro providescampers at Calaway Parkwith seamless onlinebookings to maximizeinventoryPresentedPresentedbybyThe Montecito Innmodernizes operations,increases revenue andsaves money withWebRezProWebRezPro helpsautomate reservationsand increase directbookings for SmithfieldStationHotel Tech Report 2021 Property Management System Buyer’s Guide
EXPECTATIONS & BUDGETINGFurther readingPresentedReview ofbyHotel Operations: 5 Practical Waysto Improve in 2020What is an API and How Do TheyWork in the Hotel Industry?Running a hotel is no easy task and hoteloperations are complex. Betweenmanaging rates on dozens of channels,keeping your teams in sync acrossmultiple shifts, assigning rooms acrossvarious room types, and ensuring thatguests are happy, there are a lot ofopportunities for things to go wrong.Really, another acronym? You might feelas if your mind is already boggled by allthe hotel industry terminology thatyou’re expected to know, but we havesome good news about APIs. You likelyalready use APIs on a regular basis, andAPIs can play a big part in making yourhotel’s technology work seamlessly.Cloud Computing: Explained for theHotel IndustryBuying a New PMS: It's Not asDifficult as You ThinkHave you ever wondered what exactly itmeans when something is “in the cloud?”No, we’re not talking about the weather!Cloud computing is indeed a confusingtopic, especially for hoteliers who mightnot understand how it’s relevant to ourindustry.A property management system is thebackbone of any hotel’s operations,which is why these tools spark suchstrong opinions among hotel owners. ThePMS software suite is used to coordinatereservations, manage room availability,accept payments, check-in guests, andmore.Read more insights & advice on Hotel Tech ReportHotel Tech Report 2021 Property Management System Buyer’s Guide
SPECIAL THANKS to our sponsor for making this free guide possibleWebRezPro is a powerful, easy-to-use cloud property management system for all accommodation types andsizes. The fully integrated and automated system maximizes operational efficiency and revenue by modernizingfront desk and back office operations for effortless management of rooms, rates, reservations, reporting andthe guest experience. From mobility to scalability, WebRezPro brings the benefits of the cloud to 1,500 properties in 40 countries. WebRezPro is a product of World Web Technologies Inc., an Internet marketing andsoftware company for tourism and hospitality businesses since 1994.
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A property management system (PMS) is a software suite that property owners use to manage their business by coordinating reservations, availability, payments, and reporting in one central place. The PMS allows property owners to check-in and check-out guests, see
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Le genou de Lucy. Odile Jacob. 1999. Coppens Y. Pré-textes. L’homme préhistorique en morceaux. Eds Odile Jacob. 2011. Costentin J., Delaveau P. Café, thé, chocolat, les bons effets sur le cerveau et pour le corps. Editions Odile Jacob. 2010. Crawford M., Marsh D. The driving force : food in human evolution and the future.
Le genou de Lucy. Odile Jacob. 1999. Coppens Y. Pré-textes. L’homme préhistorique en morceaux. Eds Odile Jacob. 2011. Costentin J., Delaveau P. Café, thé, chocolat, les bons effets sur le cerveau et pour le corps. Editions Odile Jacob. 2010. 3 Crawford M., Marsh D. The driving force : food in human evolution and the future.
