How PMS Helps In Increased Employee Productivity And Guest Satisfaction
In a competitive market, what does a hotel company need to survive?
At a minimum, you must have an online presence that simplifies the booking process and provide exceptional customer care to ensure that repeat guests will pick your location.
Automating day-to-day operations and administrative procedures is essential to improving customer satisfaction because it facilitates the delivery of consistent, high-quality service and boosts staff output. A hotel is a complicated system comprised of numerous departments, and each activity must be monitored. Various technologies, including spreadsheets, paper forms, and integrated property management systems, are used by hotels for this purpose. (PMS) are a vital part of an organization’s human resource management, although research is mixed about their beneficial effect and the method by which they affect employee behavior.
The property management system may not only help hotels save time and money, but also increase guest satisfaction. The ideal PMS for a property allows hotel employees to concentrate on meaningful interactions with customers, which often results in higher guest satisfaction. Investing in the optimal PMS may support seamless guest experiences and engagement on guests’ terms, with features that enable hotels to provide visitors with alternatives to customize and manage their own experience.
A PMS that provides online check-in and check-out, contact with hotel employees through a guest portal, access to rooms via mobile keys, loyalty programs, and seamless guest communications (text, email, guest portal messaging) will increase visitor happiness and income.
Improving Guest Experience Using a Property Management System:
Multiple factors contribute to the development of a guest’s experience on the property, which results in favorable evaluations, return visitation, and higher expenditure. Customers that are pleased with their experiences will spend more. There are several connected guest touchpoints with the property management system that will boost visitor satisfaction. Among the several touchpoints are online booking, self-service, smartphone check-in and check-out, and digital room keys. The more efficient these procedures are, the better the experience for the customer.
However, these guest touchpoints must function successfully every time, every time. Your hotel must have microstructures. You may have a non-integrated check-in, but as soon as there is a malfunction and it doesn’t perform well, the guest’s trust is gone. The implementation of the PMS system must involve the centralization of the guest profile in a single database to handle the breadth of requirements for that property across all aspects of the operation. This pertains to employee productivity, personalization based on centralized data accessible to all departments, and eventually boosting the overall visitor experience.
The ideal PMS enables many points of communication between guests and employees for constant engagement across their digital and on-property experience. The PMS for your hotel drives yield and rate strategies as part of a centralized solution with an automated ‘set it and forget it’ function based on multiple market factors for optimal rate management. It enables hoteliers to collaborate with their preferred third-party vendors through a collection of APIs, ensuring that each touchpoint along the guest’s journey serves to both personalize the experience and drive ancillary revenue opportunities based on the experiences and preferences of the guests. The PMS enables the staff to know the guest and anticipate their needs based on a centralized guest profile and a single database shared across all operational departments. This enables the staff to attend to guests’ every booking need from spa to activities, from updates on group meetings and itineraries, all from any property touchpoint.
Enhance Staff Productivity And Motivation:
The property management system may provide front-desk personnel and other workers with the resources they need to do their duties most effectively. When the PMS is directly accessible to the employees, it has the greatest effect, enabling them to provide superior customer care.
As initially explained, employees need to have direct contact with guests. However, the importance of direct contact does not stop there; it extends beyond. The valet service, the front desk, and housekeeping. Even though they may not have direct contact with the guests, the PMS tools allow them to provide the guest with improved service. For instance, housekeeping may provide turndown service while visitors dine in the on-site restaurant or clean the room while the resident is attending a conference on the property.
Another Example of Increasing Employee Productivity: A PMS with a built-in online booking engine, central reservation system, and integrated channel manager accelerates the booking process and, as a result, decreases the time front-desk staff must spend processing reservations. With its “set it and forget it” function, the PMS also simplifies operations to make hotel staff’s everyday responsibilities simpler and more efficient. Features such as dynamic pricing-triggered communication and automatic reporting may simplify the experience of staff workers, boost their job satisfaction, and free up their time to concentrate on the visitor experience.
From the perspective of staff retention, the PMS must be user-friendly. As the average age of the workforce decreases, technology must be simplified so as not to intimidate the workforce. Since housekeeping personnel is often used to using paper for room cleaning, the transition to technology must be straightforward. Hands-on exercises with real data will encourage users to be a part of the change and equip them with the knowledge to execute improved guest experiences and become more productive team members. The PMS provides staff with the means to communicate with guests at all points of contact, including the collection of guest profile and preference data through an interactive digital registration process. It should enable them to communicate with the guests to give a seamless check-in experience with expedited options.