Better customer service thanks to the best PMS system

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Check-in kiosks in support of customer service

Improved hotel management derives from the automation of multiple tasks, which results in time and money savings as well as in overall satisfaction (for both guests and staff). More particularly, self-serve electronic check-in and check-out kiosks are now available, which allow for greater guest autonomy and user-paced service. The kiosks can deliver room keys, pre-authorize payments and communicate hotel regulations.

There are many advantages to using the kiosks, including fast and efficient service when it comes to booking and booking management at any time day or night. Employees have more time to spend interacting with guests and can, therefore, offer more comprehensive customer service. The use of a PMS system such as Hotello should be seen as a productive complement to customer service. Receptionists can work side-by-side with the check-in terminals.

Customer service and efficiency

Regarding customer service, a good PMS system’s efficiency comes down to one significant keyword: speed. Your system must be time efficient to avoid queues at check-in and when it comes time to pay at check-out. The same rule applies where the booking form is concerned; it must be easy to understand and allow for active data entry. The speed of the service offered through the PMS system will determine guests’ degree of satisfaction. A good PMS system must be user-friendly, scalable, automated, encrypted and available on the cloud as well as provide adequate technical support. These attributes are the main qualities you should look for in a good PMS!

Customer service through integration

Your PMS system may be your hotel’s focal point, but for it to be as efficient as possible, it must integrate seamlessly with other systems. The kind of integration required allows for fluid communication between multiple systems and provides optimal and comprehensive customer service. For example, a PMS system must integrate with the in-room guest management system, the connected key system that makes late check-in possible by sending guests a code by email or text before they arrive.


To have access to these features and offer them to guests, integration between the PMS and other systems is essential. Automation lies at the heart of this integration. When you acquire a good PMS system, keep in mind that it is always possible to improve customer service further by making judicious and broad use of the PMS’s features.

6 tips to improve your customer service skills today

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1. Engage with your target audience

The customer service’s goal is to offer a positive experience to your guests so that they can associate it with your property. How do you react when customers contact you for information about a product or service? Do you simply give them the price? Or rather, do you ask the right questions to identify all their needs? Do you describe the main reasons they should do business with you instead of with a competitor? By engaging with your customers from the very first contact, you give yourself the advantage of knowing what they need to ensure their full satisfaction.

2. Demonstrate interest in your target audience

When customers come to the front desk to check in or to request something, do you simply give them what they need, or do you ask them questions about their expectations? Once your customers have got what they need, do you inquire about their experience? Demonstrate interest in your customers—they’ll appreciate that you took the time to ask them about their experience, and you’ll find out what you can improve the next time.

3. Listen to your customers

One of the most important skills is to listen to your customers whatever their mood or manner and above all show empathy. You’ll be surprised at how quickly active listening can defuse a problematic situation. First take into account your customer’s concerns, then find a solution that satisfies all parties. We’re not suggesting the customer is ALWAYS right, but by understanding their point of view, you’re more likely to find a satisfactory solution.

4. Find a solution that satisfies all parties

Solutions can take different forms—it’s not only about offering free products and services. A solution can be very simple: sometimes it’s just about granting a customer’s request on the first call or dispatching a respectful technician with a well-groomed appearance in a timely manner. If you keep your company’s promises, your customers will only have good things to say about you!

5. Keep in contact with your customers

The end of your customer’s stay doesn’t have to be the end of your relationship. Don’t hesitate to contact them and follow up on their experience. If you don’t want to make calls, you can send them a brief survey by email. This way, you’re not only paving the way to your next interaction, you’re also making sure that the experience they just had was a positive one.

6. Don’t forget your results

Make sure to provide consistent customer service, if only to improve your results. The better you treat your customers, they better they’ll treat you. If you provide outstanding service in every situation, your customers won’t turn to websites like Trip Advisor or Yelp to complain and won’t post their dissatisfaction on social media such as Facebook, Twitter and Instagram. On the contrary, they’ll post online reviews and recommend you to colleagues and friends. As these positive impressions spread, your sales will increase year over year.


To make these behaviours part of your daily routine, nothing is more effective than practice. You and your staff can run through these tips every day during your routine meetings. Discuss each tip and the meaning it has for every staff member, and challenge yourselves to put them into practice. When the actions become more natural, it will reflect positively on your team and make your staff’s work easier on a daily basis. Your employees have much to benefit from!