Beyond the price tag: 4 essential questions for selecting a hotel management system

Choosing a new hotel property management system (PMS) can be daunting for hoteliers. It is more than a routine upgrade, but a pivotal decision that will ripple through every aspect of the hotel’s operation, from daily tasks and staff-guest interaction to efficiency, revenue, and long-term strategy. Ultimately, this choice will determine the hotel's success.

As a hotelier, you juggle multiple priorities: Bringing smiles to your guests, maximizing return on investment, minimizing operational disruptions, and ensuring long-term profitability. Feeling overwhelmed is understandable. 

To help navigate this decision, we’ve identified four essential questions that will guide you toward a system that meets your current needs and positions your property for future success.

Question 1: Futureproofing your success. How will this system align with your hotel’s long-term goals?

Choosing a PMS isn't just about solving immediate needs. It's about finding a system that supports your hotel's vision for the future. Ask: 

• Does this system integrate well with your other tools?
• How will it streamline the operations through cross-functional automation?
• What analytic capabilities does it provide to inform strategic decisions? 

While specialized point solutions for each issue may seem economical, relying on an extensive tech stack can quickly lead to fragmented hotel data and operations. A truly effective system serves as a centralized information hub, offering robust analytics tools that transform raw data into actionable insights for smarter business decisions. This isn’t just a software upgrade—it's a partner in your future growth.

Question 2: Happy staff, happy guests. Will the staff find this system intuitive and helpful in their daily tasks?

Employee adoption is key to a successful PMS rollout. An ideal PMS should make employees’ jobs easier, not harder. Does your PMS have: 

• An intuitive interface for easy navigation with minimal training?
• Comprehensive support from the vendor for effective system use?
• Mobile access for staff to manage tasks on-the-go?

Look for solutions with seamless navigation across multiple modules from a single platform. This reduces the need to switch between interfaces, minimizing inefficiencies, errors, and staff frustration. Intuitive interfaces can improve job satisfaction, flatten the learning curve, and lead to faster returns on investment. 

Question 3: Be like water. How adaptable is this system to future industry changes? 

The hospitality industry is in a constant state of flux. When considering software upgrades, hoteliers should envision what the industry will look like years ahead. Evaluate: How flexible is the system in adapting to new market trends?

• Can it easily be integrated and customized for emerging technologies?
• Does the vendor proactively update the system to meet changing industry needs?

A modern, unified PMS allows you seamless integration with new functionalities, whether it’s contactless check-in processes, smart room technologies, or AI for personalized guest experiences. A forward-thinking solution keeps your investment relevant and effective, not just for today, but for years to come.

Question 4: Memorably stays. How will this system enhance your guests’ experiences? 

Ultimately, the hospitality industry is all about creating exceptional, memorable guest experiences. While PMS may seem to operate behind the scenes, its impact on the guest experience is profound. Assess:

• Does the system provide comprehensive guest profile management, including automatic data matching and merging across brands, properties, and reservations?
• How effectively can it track, utilize, and provide insights on guest preferences?
• Does the system facilitate personalized communication and relationship-building? 

The right PMS goes beyond efficiency. It becomes a powerful tool for guest relationship management. Look for features that allow you to leverage data to make every stay unique and memorable. It should enhance your ability to communicate effectively with guests before, during, and after their stay, turning one-time visitors into lifelong patrons.

Looking beyond the financial perspective

While fiscal considerations might be the top priority for hoteliers choosing a new PMS, it’s crucial to look beyond immediate cost consideration. Focusing on price alone can lead to selecting a system that falls short in critical areas such as operational efficiency, staff satisfaction, and guest service enhancement.

The true value of a hotel management system extends far beyond its initial price tag – it lies in its ability to streamline operations, adapt to future needs, and ultimately drive revenue through improved guest satisfaction and loyalty.

Choosing a new PMS should be a strategic decision focused on long-term value creation. By prioritizing functionality, adaptability, and guest experience over simply cost, hoteliers can position their properties for sustainable success.

Download our eBook to explore how solutions like Infor® Hospitality Management Solution (HMS) enhance your capacity to serve the present and meet the future, with greater flexibility, scalability, security, functionality, and visibility.