Whether you’re an independent or a group, a campsite, residence or hotel, the PMS(Property Management System) is the essential tool for managing your business. Over the years, it has become the nerve center of plant management.
The great transformation of the PMS market, driven by the advent of the Cloud and APIs, is leading both smaller players to become highly competitive in terms of both functions and operations, and legacy PMSs to undergo a technological transformation towards the Cloud and the opening up of their marketplace. In the space of 10 years, the market has been revolutionized by this technological mutation. Attracting new players who offer a different range of :
- Acquisition costs, by eliminating heavy investments
- Connectivity, by opening up systems
- State of mind, creating customer-centric environments
Today, whatever their point of departure, many PMSs are converging towards these structural changes.
The hotel industry’s digital transition has seen the PMS evolve into a veritable management platform, centralizing the various tasks and activities of an establishment or group of establishments, either through native functionalities or via connected third-party applications.
In addition to E.R.P.-style management functionalities (planning, billing), we have added the building blocks for all hotel management services: customer satisfaction, CRM, digital marketing, revenue management, MICE, e-distribution, POS catering, spa, concierge services…
Finding the right PMS for your portfolio of facilities can be a headache. All the more so as the method chosen to find the right supplier can be decisive in the success of such a project.
Here are a few tips to help you prepare your search and choose the PMS best suited to your situation.
Creating a project team
The PMS is the nerve center of hotel or group management, so it’s essential to set up a project team, generally comprising all the group’s or establishment’s departments, to assess risks, needs and opportunities. Ideally, this project team is led by an external consultant.
He’ll bring you his expertise and a more neutral view of your needs. All this is achieved by involving all stakeholders and all the group’s or hotel’s professions: management, reception, sales & marketing, revenue management, F&B, accounting and so on.
Seeing the big picture
A global vision is essential, because the choice of a PMS is a real medium/long-term investment. The average duration of a PMS in France is 8 years. That’s why it’s important to look ahead, to think about the potential features you might need.
- Carry out an audit of the existing system to take a holistic view of the tech ecosystem and not just the PMS;
- Draft a funnel-shaped, customized expression of need: maturity matrix for each module, prioritization of modules, then scoring of functionalities. Be careful to take into account non-regression and medium/long-term strategy requirements;
- Evaluate the overall budget over at least three years, and turn to cloud-based solutions, which are often less expensive and more scalable, if your budget is small.
Don’t focus solely on native features
Often, when expressing a need, we tend to focus on one or more specific functionalities, which may be the result of limiting beliefs. For optimal use and a real return on investment, you’ll also need to take into account other variables such as :
- Marketplace depth and connection cost structure. In fact, the larger it is, the more applications and integrations you will have within your reach(RMS, CRM, Satisfaction);
- Level of deployment support;
- The quality of daily support: technical and business ;
- Versioning (upgrades and deployment of new versions).
Scoring different dimensions
Scoring and weighting is the best way to compare different dimensions: native features, complementary features, suitability to needs, budget.