3 misconceptions about Property Management Software

3 fausses idées sur un Property Management Software
3 fausses idées sur un Property Management Software

PMS are only used by large establishments

You could be missing an opportunity for your hotel if you believe that Property Management Softwares are only used by large properties.

One of the most important features of a PMS is that it is able to adapt to any establishment and its needs. A PMS can be useful for small establishments with a small amount of staff or with multi-tasking staff as well as for large hotels with several departments on top of the front desk, such as housekeeping, customer service, management, sales and marketing. Indeed, a small hotel also has to optimize its occupancy, its staff’s schedule and tasks and its profitability.

PMS are tricky to use

Although new technologies are evolving rapidly and many new features and improvements are being offered, they should not be complicated to use on a daily basis. For hoteliers, the goal of a hotel management software is to simplify the management of their property. This includes automating their repetitive tasks to save time and improving their productivity, efficiency and communication. Therefore, a Property Management Software’s interface has to be easy to use and navigating through the software must be intuitive. The hotel industry having a high staff turnover, the software must be user-friendly and straightforward to simplify and accelerate the training of new employees.

Moreover, a cloud-based Property Management Software is very convenient. Cloud hosting allows hoteliers to access their hotel management software from their own mobile device (computer or tablet) without having to be in-person at their hotel. All they need is a Wi-Fi connection and a web browser.

PMS can replace hotel managers

A Property Management Software can automate hoteliers’ repetitive tasks but it should not replace them. Your hotel management software must be your best ally and not your competitor. It is a tool made available to you to improve your performance and efficiency, particularly by saving you time on a daily basis so that you better serve your guests. Indeed, a PMS is able to automate several tasks such as room assignment and nightly auditing while also sending emails to guests about their stay and generating reports. 

You can also benefit from the resourcefulness of a Property Management Software. By being at the heart of your hotel, it continuously collects a lot of data about your customers, helps you track your activities and analyzes your performance.

Everyone has their own idea of why a Property Management Software could benefit their hotel. The most important thing is to define the needs and objectives of your own hotel and not to let yourself be influenced by misconceptions such as that a PMS is only used by large establishments, that they are complicated to use or that they can replace hotel managers!

Why your hotel should have a cloud-based PMS?

Pourquoi équiper votre hôtel d'un Property Management System Cloud
Pourquoi équiper votre hôtel d'un Property Management Software cloud?

Remotely accessible and easy to use

Equipping your hotel with a cloud-based hotel management software will allow you to connect from home with your own device such as a computer or a tablet. All you need is a WiFi connection and a web browser. Thus, cloud hosting offers hotel managers greater mobility. Indeed, with this technology, they no longer need to go to their hotel in person in case of booking concerns or to view statistical reports.

Savings on hardware investment

More often than not, the subscription for a cloud-based PMS is monthly. Its price and various included features can vary and be adjusted according to your property’s needs. In addition, you won’t have to invest in hardware that will be stored within your hotel such as servers, hard drives, storage, database licenses and more. 

In addition to saving money, cloud hosting saves you from having to maintain physical IT infrastructure.

Real-time data synchronization and back-ups

Whether it’s for a booking, an arrival, a departure or a change in room status, a cloud-based Property Management Software allows you to synchronize all this information in real-time. This represents a significant gain in time and efficiency for your teams in addition to improving communication between your departments.Moreover, cloud hosting provides a true reliability advantage. In case of technical problems, data is saved regularly and can be restored if needed.

Enhanced data protection

Choosing a cloud-based PMS means choosing an external hosting platform rather than local storage. Cloud hosting helps to reduce the risk of hacking, enhance data privacy and comply with the General Data Protection Regulation (GDPR), an EU-wide personal data privacy protection law.

Opting for a cloud-based PMS can only be beneficial for your hotel. Indeed, cloud hosting has undeniable advantages such as remote accessibility, ease of use, savings on hardware investment, real-time data synchronization, regular back-ups and enhanced data protection.

The advantages of using self-service kiosks in the hotel industry

Les avantages d'utiliser une borne d'accueil en hôtellerie

Provide a modern, contactless experience for your guests

Self-service kiosks simplify, speed up and automate your guests’ check-in and check-out processes.

Whether it’s check-in, check-out or even a walk-in, your guests will be fully autonomous and won’t have to wait at your front desk. They will be able to go directly to your kiosk and identify themselves in order to start checking in. Afterwards, all they will have to do is proceed with the payment process and get their room key. Moreover, using a kiosk will allow your customers to add additional services to their stay and therefore increase your revenue. Once their stay is over, they will be able to finalize their check-out and make a payment.

Streamline your front desk’s work

The self-service kiosks can also simplify your front desk’s by automating repetitive tasks such as arrivals and departures. Also, did you know that your kiosk can be connected to your Property Management Software in order to collect your customers’ data? It can also connect to your electronic key system and your payment system.By automating their repetitive tasks, your employees will have more time to devote to your customers and will be able to respond to their requests much quicker. To do so, by ensuring your guests’ satisfaction, you also contribute to their loyalty.

Overcoming staff shortages

The lack or turnover of staff is a well-known problem in the hospitality industry. Indeed, the demand is often very high compared to the supply and many hotels are understaffed during high season. To overcome the lack of staff, avoid seasonal recruitment and improve your front desk’s organization, self-service kiosks could be an advantageous solution as they are available at any time of the day.

In the hotel industry, technology has the advantage of evolving rapidly and offering ever more efficient solutions to provide travelers with an outstanding experience. Opting for the self-service approach, in particular with the implementation of a self-service kiosk, will allow you to offer your guests a fast and contactless experience while streamlining your front desk’s work and making up for staff shortages.

New experiences that simplify reception work


Check-in at the welcome kiosks

Self-serve kiosks are excellent devices that reduce the amount of repetitive tasks for the front desk team. Indeed, a check-in is often the same: identifying your guest, validating its stay, confirming the terms and conditions of the property, accepting the pre-authorization and delivering the room key. These repetitive tasks can be replaced by kiosks, allowing your guests to check-in or out independently. 

Also, welcome kiosks make the reception more welcoming for people who need a special service, since there will be no waiting line. Thus, reception staff will be more available and will be able to engage with the guests to meet their needs and therefore increase guest satisfaction.

Furthermore, kiosks are a good way to streamline busy periods and shorten the arrival and departure process, since guests will be able to check-in or out in just a few clicks.

Automation of repetitive tasks by using a property management software

The automation of tasks is often done by using a property management software or through the ecosystem offered by other softwares. There are several types of automations: automatic room assignment, generation of reports, automatic entry of online bookings, online deposits and confirmation of personal information before check-in. All of these automations help save significant time for employees and allow them to avoid repetitive tasks.

Use of integrated payment

Integrated payment is a part of automation that significantly shortens the payment process. Indeed, the amount to be paid is sent directly from the property management software to the payment terminal. The type of card as well as the payment validation return to the PMS once made on the payment terminal. Therefore, your staff won’t have to enter manually the information in the terminal, preventing them from making data entry mistakes.

As a result, these avoided mistakes make it easier to close the cash register and give the opportunity to your front desk team to focus on your guests by answering their questions and offering them a high quality customer service.

Online reservation

Online reservations help reduce phone calls, which can happen when receptionists are busy with guests on site. In order to provide a memorable guest experience, online booking connected to your property management software allows travelers to check the property’s availability in real time. Moreover, the online reservation allows a buying experience that is just as good, since they are able to directly see rooms and everything they need to proceed with the reservation.

The property’s front desk is a crucial service, it’s the guarantor of guests’ first impressions, whether in person if the reservation was made by phone or online when making a reservation on the property’s online platforms. Therefore, simplifying the reception’s work by automating and using new technologies help the property offer new experiences to its guests. It also guarantees a better customer service, since staff will be more available. It could definitely represent an improvement for the property and a way to highlight the work of people behind the front desk, as well as their desire to serve guests in a more courteous and efficient way.

How can a Housekeeping App improve your guest experience?


The app facilitates customer requests

Thanks to the housekeeping app, the guests requests’ follow-up becomes easier. Moreover, it allows your housekeeping staff to see in real time the guest’s requests for the room they are currently cleaning. Thus, the app will facilitate the whole process. Requests such as hypoallergenic pillows or an extra baby crib can be added directly on the app and won’t be forgotten. As a result, the housekeeping app will increase the satisfaction of your guests.

Since the app is connected to your property’s PMS (property management software), guests’ preferences will be saved.  The guest won’t have to remind the hotel for any specific requests for its next stays. Thereby, the property will be able to emphasize attention toward this loyal guest by putting everything he needs in its room during his next stays.

The room is ready before guests’ arrival

The housekeeping app will provide information to your staff about your guests’ arrival. Thanks to this app, the prioritization of houseworks becomes easier, since the staff is aware of the guest’s arrival, its specific room and room type. Upon arrival, the guest will be able to have access to its room immediately and fully enjoy its stay, increasing its level of satisfaction.

The app provides information on the exact number of people in the room and the length of stay

When your housekeeping staff begins to clean a room, they can quickly see the room occupancy as well as the length of stay. Thereby, it will help provide the right amount of towels and other linens for the exact number of guests, and thus allow savings on cleaning. This also applies to welcome products, since they are not consumed the same way if there are only 2 people in the room compared to more. The welcome experience of your guests will be tailored and personalized, because your staff will be aware of guests’ specific needs before they arrive.

The guest experience in a property is complex as it involves many elements. Indeed, each element must be a success in order for your guests to have a positive memory of their stay and repeat the experience by booking future stays within your property.

Furthermore, housekeeping is important to take into consideration. You have to provide adequate tools to your housekeeping team in order to offer a successful experience to your guests. These tools will help you have fluid communication and help your housekeepers  be aware of all the stays’ details. By paying attention to your guests,  they will feel all the efforts made by your team to offer them an outstanding experience.

Why does a housekeeping app represent an advantage for a property?


Improve communication between teams

Most importantly, the housekeeping application allows property’s departments to communicate with each other in a simple and efficient way, especially between the housekeeping and front desk team. By working with an application, it is possible to modify the status of the rooms, which allows the reception to see in real time which rooms are clean, dirty, being cleaned and ready for inspection.

Moreover, you will no longer need to use paper reports to assign different tasks and use walkie-talkies to communicate with your employees.

Increase housekeepers’ efficiency

Using a housekeeping app also simplifies the daily work of your housekeeping team. They will be able to see the status change of a room in real time and look at the notes mentioning guests’ special requests. Furthermore, the housekeeping manager will be able to organize and prioritize tasks more easily. Thus, your teams will be more organized and will gain considerable time.

Have an overview of tasks

Moreover, an app will help your teams visualize the rooms’ status quickly and the different tasks in progress. It will provide detailed information about each room, such as the number of occupants, the length of stay and the cleaning type required. In addition to having an overview of the tasks to accomplish, your housekeeping manager will be able to better manage rooms and distribute remaining tasks among the team.

To conclude, using a housekeeping mobile app is an undeniable advantage for your property as it will help your staff to be more efficient and productive in their daily tasks.

New technologies at customer experience’s service


Nowaday, guests’ consumption habits have evolved, they are looking for more emotions, interactions and sharing. Thereby, a positive customer experience isn’t only compose of basic services such as comfort or cleanliness but by all the contact and interaction points between your establishment and your customers, throughout its customer journey. As for example, the ease of booking, the staff availability, the welcome’s quality, the speed of check-in, the bedding’s quality and the degree of personalization offered are part of the customer experience. 

But what is the goal of a unique customer experience? To offer an innovative experience that makes life easier for your customers and increases their satisfaction. In addition, this memorable experience could be a real advantage for you and a true loyalty sign. Since a traveler would be willing to pay 5 times more than the initial price in order to have a better customers experience, it becomes essential to understand what your customer are going through and to adapt all of your strategies and actions. The typical customer journey should be as simple and smooth as possible if you want to have satisfied and loyal customers.

1- Personalized marketing

Current travelers’ expectations have evolved, each of them is unique and has different expectations from the others. Creating interactions with them will help you to identify their preferences and to create more personalized contents. Talking in a more personalized way with your customers will make them feel unique and not just one among many others. Moreover, personalized marketing favors a more personal discussion with your guests and allows to gather a multitude of information. The personalized marketing’s goal is to create interest among your customers and to maintain a strong relationship with them. Thereby, 3 out of 5 customers say that personalized experiences based on their purchases and preferences would increase their loyalty towards a property.

2- Online check-in

Considered to be a very popular technology, online check-in allows travelers to use a mobile device or a laptop to complete their check-in process before arriving at the hotel. It also enable them to validate their personal information and their payment guarantee remotely. All they have to do is to go to the property’s check-in kiosk in order to collect their room key, or to follow a special “express check-in” line in the event that the establishment wouldn’t have any check-in kiosks. The two main advantages of having this technology is to make customers fully autonomous and to reduce the waiting time at the reception. Thus, your employees will have more time to discuss more personally with your customers and help them if necessary.

3- Artificial intelligence

Artificial intelligence is made of several techniques that allow machines to imitate a real form of intelligence. Within properties, tools have been developed thanks to artificial intelligence and voice recognition. For example, chatbots which are available H24 and help to improve the customer experience by quickly answer to users’ questions. This technology can answer in less than one minute when there are no employees available. We can also take the example of smart rooms, which allow guests to control some aspects of their own room through voice recognition such as light, television or air conditioning. Moreover, artificial intelligence is used for data analysis such as customer reviews and surveys. As a hotelier, using this technology is very helpful for taking the best decision and optimizing your performance and income.

4- Virtual reality

Virtual reality allows you to immerse an individual in a fully artificial world created digitally, by using headset, a mobile application, a video game or even a virtual reality simulator. It is an excellent idea for a property because it offers the possibility of living a unique virtual experience before making a reservation such as a visit of their future travel destination, their room, the establishment’s infrastructure and activities available.

5- Augmented reality

Reflecting a virtual interface in 2D or 3D, augmented reality works via a terminal that screens the real world while adding virtual objects, animations and sounds. It allows the user to view it thanks to a mobile device. As an example, your guests will be able to point your restaurant or spa and see the online reviews of your previous guests or they will also be able to take a tour of your establishment and learn more about the activities offered.

6- Robots

The purpose of using robots isn’t to replace the daily work of your employees. Representing another form of innovative technology, robots are able to perform some daily tasks, giving more availability for your employees to interact more personally with your guests and also to optimize your establishment’s performance. In addition, some robots with advanced features can occupy the role of a concierge, a porter, a receptionist or even a housekeeper.

As a hotelier, using new technologies is a great way to revolutionize your customer experience. The hospitality industry is highly competitive and constantly evolving, the main goal is to offer a unique, personalized and enriching experience that will satisfy your guests and retain them. Moreover, a satisfied customer will not hesitate to leave a positive online review, to subscribe to your newsletter, to follow you on social media, to use the word of mouth in order  to spread a good message about your establishment but more importantly to comeback and stay at your place!

An efficient booking engine


What an efficient booking engine should offer to travelers

First, an efficient booking engine should be able to simplify a traveler’s booking. This tool is ergonomic, simple, fast and intuitive, which offers the best experience possible. 

The ideal booking engine should allow a person to book a room but also other elements that can improve its stay, to give the opportunity to the hotelier to increase the REVPAC

Moreover, it’s recommended to opt for a booking engine that can integrate itself with the best property’s comparator sites and that is adaptable to different devices to be efficient. 

Secure online payment must also be provided by the booking engine. Indeed, it must comply with the PCI DSS standard which protects travelers’ data during the transaction, which reassures them and helps them to proceed to payment with confidence. 

When choosing your booking engine, be sure that its booking itinerary is smooth and coherent. It has to respect your property’s brand image and to highlight your rooms’ pictures accompanied by a description. This will build travelers’ confidence while strengthening your e-reputation and favoring conversion.

Furthermore, an efficient booking engine must be accessible to all, it must be compatible with several languages and currencies so that individuals wishing to make a reservation can be sure of understanding all the information. Otherwise, your establishment will encounter difficulties concerning the attraction of international guests and therefore increasing its market. 

Finally it would be relevant to check whether the tool chosen allows you to integrate a customer assistance as for example an integrated chat.

What an efficient booking engine should offer to hoteliers

A booking engine must meet the needs of each hotelier. It must be able to adapt itself to your sector and to the activities of your establishment as for example by offering a schedule which includes all the particularities of your property such as bedrooms, rooms and equipment.

It must have a user-friendly interface and must allow you to update your photos and texts, to create your packages or any other items that future guests could add to their reservation.

Thus, the ideal booking engine should be able to integrate with your property management software and channel manager. This allows distribution to be managed efficiently across all channels, avoids overbooking and allows the PMS to simplify daily operations and the reservation processing.

It would be appropriate to opt for a booking engine equipped with a dashboard that allows you to analyze the property’s performance specifically to statistics related to sales and bookings, the number of visits, the conversion rate and the turnover. 

It would be appropriate to opt for a booking engine equipped with a dashboard that allows you to analyze the property’s performance specifically to statistics related to sales and bookings, the number of visits, the conversion rate and the turnover. 

Moreover, the automatic sending of confirmation emails or a reminder sent by SMS are essential. It is a great mean to confirm all the information relating to the booking made by a customer and to avoid no show.

Having a booking engine on your own website will help you stay competitive and increase the number of direct bookings. However, it isn’t enough to only opt for a booking engine, this tool must be as optimized as possible in order to convert users. This conversion is possible by offering a simple, smooth and secure booking experience!

Why use online check-in?


The complexity of this solution comes from two main elements: payment and key handover. For the former, online payment is the most popular option. For the latter, it will depend on the type of key used at the hotel, such as magnetic keys, keys with a code, classic keys or QR codes, etc. The easiest option is to use a magnetic key, which can be retrieved at a welcome kiosk. This kiosk can complete and automate the procedure. If you are not equipped with welcome kiosks that have a key retrieval function, you can alternatively dedicate a special express check-in line at your front desk. Clients who have checked-in online beforehand will be able to directly go through this special line upon their arrival.

Additionally, combination door locks or QR codes are other options to make your clients more autonomous. Once their online check-in is complete, they will receive a code or a QR code which will allow them to access their room.

What is the main advantage of online check-in for client?

The main advantage for clients is that they no longer have to present themselves to the front desk upon their arrival, having to wait in order to retrieve their room key. This way, you guarantee a reduced waiting time upon their arrival. Even if the client has to present themselves to the front desk in order to retrieve their room key, the procedure will be faster, especially if the hotel has set-up a special front desk line for clients who have checked-in online beforehand.

This gain in time is an undeniable advantage for a client. If your client is a business traveller, they will be able to go to their meetings earlier, while if they are here for leisure, they will be able to enjoy the services you offer faster. For recurring clients, online check-in is also a major advantage as they are already familiar with your hotel and will not require a member of your staff to walk them through the new procedures set-up at your hotel.

In some cases, online check-in can offer other advantage, such as being able to check-in outside the conventional front desk check-in hours. This can be appropriate if the front desk is not open at night. It can also be advantageous when you offer multiple furnished units across a city, as the client will be able to immediately check-in without having to visit the front desk which could be located far from their furnished unit.

What is the advantage of online check-in for the hotel?

The hotel using this technology can benefit from many advantages. Firstly, they will be able to significantly reduce waiting times at the front desk. This wait can unfortunately negatively impact the client’s perception of your hotel upon their arrival. Reducing this waiting time can also allow your staff to provide a better and lengthier service to other clients and ensure they are available to respond to any requests.

There is also an advantage when it comes to staff management. The number of staff members assigned to the front desk can be reduced, or you can re-allocate their role and responsibilities. Your staff will then avail of more time to inform clients, thus allowing you to provide a concierge service which you could not have afforded prior to this resources’ re-allocation.

You can also make your hotel more autonomous if you have set-up the necessary technology. Your clients will be more independent and will be able to access their room without having to visit the front desk.

This is an excellent way to make the most of technology!

An overview of terms used in the hospitality industry


Property Management Software

Property management software is most often abbreviated with the acronym PMS. It can also be called rental software or booking software. The PMS is at the heart of every hotel as it contains all of the information concerning clients, rooms and the hotel’s income. It can generate bills, indicate room availability and provide information on rates for past and future nights. It can also automate many daily tasks and provide statistical data regarding income, which can then be used for marketing strategies. Many different hotels use a PMS to optimize their operation’s efficiency, as a PMS can speed up and assist with many different processes. A PMS equipped with advanced features usually offers sales and marketing modules, which help to boost occupancy and improve key performance indicators a hotel manager should monitor every day.

Central Reservation System

A central reservation system is most often referred to as CRS. The CRS is a booking software, which can control many different hotels’ inventory and rates for booking purposes. The CRS gathers different hotels’ data, from one or more PMS, in order to redistribute them in real time across different distribution channels. It thus allows hotels to reach their clients via different distributors. The CRS is operated by a hotel, a group of hotels or a hotel chain. When operated by a single hotel, it is often because units or rooms are quite far from each other geographically. The CRS can be beneficial for hotel managers as it can control distribution and thus the hotel’s revenue. It can also quickly adjust rates. The CRS is also useful for the hotel’s clients as they can easily check availability and compare rates of different hotels in the same region.

Channel Manager

A channel manager is a software that can connect the PMS to various online travel agencies (OTAs, rate comparators, etc.) and update them automatically. The Channel Manager gathers the PMS’ data on rates and availability and sends this data to the different online booking platforms. This way, when a room is booked on a platform, its availability is removed from the other platforms. The Channel Manager also allows the hotel manager to close sales on certain platforms when their room inventory is low or when he/she does not wish to use distribution channels for a certain type of accommodation. The Channel Manager allows the transfer of this data across various channels in one go, thus avoiding to repeat the modifications for every single distribution channel.

Booking Engine

booking engine is a software, which allows the internet user to directly book on the hotel’s website. The Booking Engine shows the inventory for each type of room or rate, allowing the internet user to book their desired stay. The Booking Engine acts as a middleman between the potential client and the PMS. It is therefore often linked to the PMS in order to facilitate the automatic rate and inventory update online, in order to avoid overbooking. The connectivity between these two systems allows the PMS to receive data on bookings, to create a booking and to remove the room(s) booked from its inventory, thus updating the new availabilities online. The Booking Engine usually carries out tasks automatically, such as sending a confirmation email upon a booking, taking into account online payments and gathering data on clients.


OTA is an acronym for online travel agencies. These agencies market tourism services. OTAs actually consist of a number of hotels/travelling options and allow the internet users to look up travel and accommodation options according to their desired destination, and thus being able to compare many hotels all on the same website. The most famous and used OTAs across the world are Booking.com, Expedia.com and Hotels.com, but some smaller ones exists for specific geographical locations.


GDS is an acronym for global distribution systems, which are electronic platforms that book travelling services in real time and across the world. These services range from plane tickets, hotel rooms, car rentals, packages, etc. These electronic platforms allow travel agents or clients to check the availability and rates before making a service booking via an online agency. The most internationally famous GDSs are Amadeus, Sabre and Abacus.


FIT stands for free independent travellers. These are independent travellers wishing to escape mass tourism by travelling in a unique fashion. They are leisure travellers who pick their destination and coordinate their stay independently for their whole vacation. FITs can usually be identified by two types: those having a limited budget using small budget solutions and those with a larger budget consulting a travel agency to see what they have to offer. FITs will most often than not have already paid for their trip with their travel agency, which will provide them with many vouchers or coupons they will need to redeem services during their trip. They are also usually able to improve their trip later by paying for extras.