Importance of PMS System in Hospitality: A Comprehensive Analysis

This essay examines the critical role of Property Management Systems (PMS) in the hospitality industry, with a specific focus on Hilton Hotel & Resort. It begins by defining PMS and outlining its core functions, such as managing bookings, room availability, and guest profiles. The essay then delves into the benefits of using a PMS, including time-saving, cost reduction, and improved customer retention through personalized experiences. It explores key front office and administration roles, such as receptionists, night auditors, and guest relations officers, detailing the skills required for each and how these roles contribute to a positive guest experience. The essay highlights the importance of customer interaction and feedback, emphasizing how PMS facilitates personalized service and drives continuous improvement in hotel operations. Overall, the analysis underscores the vital role of PMS in streamlining operations, enhancing customer satisfaction, and driving profitability within the hospitality sector.

Importance of PMS system

INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
PMS is Property Management System that is used by local hotel management system to
manage the booking, availability of rooms and occupancy, check-in / out, photos, visitor profiles,
generating reports, etc. This program is often used in-house (in a single hotel) to manage the
property operations at the venue (Carney And et.al., 2018). The PMS may be related to other
systems like the lodging point-of - sale (POS) or the CRS. An additional alternative is the
application to a CRS to pass availability, bookings, and information about guest profiles. This
essay based on Hilton Hotel & Resort and it covers the several topics such as benefits of using
PMS, describe some key from office and administration roles and they work together to manage
the guest experience and what skills required performing their task.
MAIN BODY
A broad variety of on-premises equipment offered by a single manufacturer came with the
birth of the mainstream PMS program. Such vendors offered the hospitality industry a holistic
solution, with features that extend beyond an online reservation platform, service manager, sales
processing, payment process, and a POS program. But a new wave is growing in cloud PMS
software, and they are advancing the cause of the hospitality sector. Good alliances, quick
convergence and trust in the cloud are what distinguish the fresh from the traditional. Additional
devices, such as accounting and transaction applications, POS systems, house cleaning software,
and guest information solutions can be easily bolted on. With unique cloud services, hotels
always have access to the entire traditional providers would expect, but undoubtedly, they get
better software direct exposure and greater services at a good price.
Hotels are intent on making sure tourists have a nice stay and are well looked after. For
example, hotels would like to ensure sure they make profits, such that profit will increase with
time. Once it comes to the income of the hotel, the use of premium hospitality tools like an
integrated PMS will aid in many ways (Laisasikorn and Rompho, 2019). Hotel technologies such
as a hotel PMS make it possible to create customer behavior that helps to retain customers.
Obtaining customer data and information saved in the PMS will let them know when that
customer will book another space with hotel in the future. Hotel will use this data to send
everyone a more customized stay, which will help create that hotel customer loyalty. People are
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also able to spend a bit more because they have a tailored product that looks as though this is
being designed to cater especially for them.
There are several benefits which taken by the hotel industries by using PMS system such
as Hilton Hotel & Resort can able to save time. One of the greatest problems facing hotel owners
is to be poor time management. With a PMS, users will reduce the time they spend on admin,
extend the time accessible for overburdened tasks, and most pertinently, available them self up.
Not only is a great PMS here to save the time, it was an all-round optimization device that
can save organizational money as well. A PMS is designed to minimize the expense of
administration and management that entails snowing their staff under required documentation
mounds (Länsiluoto And et.al., 2019). A lot of small hotel use property management programs
combine with other things like reservation channel administrators, billing tools, and accounting
applications. With such a PMS that combines with other technologies, hotels can have the
"everything in one" app that allows it far easier to handle the hotel.
With a strong PMS, hotels are going to get experience earlier on their own, save cash and
make more profits. The trick is to search for a simple-to-use PMS that needs little or little
preparation from the workers and fits with the other items.
In context of the Hospitality sector, there is some key front office and administration
roles which are going to discussed. Such as receptionist, night auditor, guest relations etc. in
context of hotel receptionist, individual should have good interpersonal, speaking skills and
customer service skills are the key qualifications for hotel receptionists need. They can be polite,
and show management skills above average. To this role, the ability to cope successfully with
emergencies and interact with a diverse community is important. Receptionist at the hotel has
to greet visitors at the time of entering and escort from the hotel. They verify bookings, describe
hotel amenities, keep giving room directions and generate room keys. They also organise for the
bringing of checked baggage to the rooms on recommendation.
On the other side, night auditor is able to assist visitors for the day shift requests over night
and balancing accounts. Attendees arriving at nighttimes are signed in, visitor requests treated
and appointments made (Myers, 2020). The night auditor also aligns all accounts, receipts are
processed and pay packets are prepared. Essentially, a function for night auditors should be to
provide visitors with superior customer service and maintain the front desk and reporting things
running smoothly. The auditors usually work in hotels at night. This person required several
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skills for this role such as excellence math or communication skills, multitask, problem solving,
customer serving etc.
Guest Relations Officer, also known as a guest services Agent that is customer service
oriented worker who generally greets visitors at the hotel. Guest Relations Officers maintain an
enjoyable and rewarding stay at a hotel including escorting visitors to bedrooms to helping with
coordinating reservations (Jones and et.al., 2018). Individuals also deal with complaints from
guests, aid with the check-in process and understand all amenities of the facility, including such
pool places and cafes. Role of guest relation required several skills to fulfil the requirement such
as individual required experience in this field, familiar with the hospitality standards, proficiency
in English, computer literacy, professional attitude, outgoing personality etc. These skills
required in an guest relations to manage their hotel responsibilities.
Above discussed role of front office and administration helps to improve customer
experience such as hotel receptionist need to greet or interact with visitors make feel them
comfortable. Hotel is the service oriented organization where they need to focus on satisfying
individual to improve their experience which further helps in importing customer loyalty for the
organization. Customer relationship skills are very essential for hospitality sector to have and
every member of the hotel should have this skills. Here, management take feedback from guest
to make sure that their services are up to the mark, or if it is not then where they need to improve
themselves.
Remember that, the guest interaction starts even before they come to sign in for the visit at
the front desk. Website should be developed that provides aesthetic impact and social evidence
of the experience they will love at the hotel. By welcoming and encouraging the online ratings,
they show other travellers that they respect their visitors' opinion and are prepared to go the
additional mile and have excellent customer support. Hotel staff should connected with their
guest on personal basis. This all starts before the visitors arrive at the reception desk. During the
visit, users will use social media to attract visitors, and hear something about them.
Customized reservation forms help the guest to gain insight into who will be planning to
stay in their hotel. While hotel staff staying with the guests, be ready to fill the little touches and
information that personalize the experience (Stazić and Stanivuk, 2019). Guests will recall those
encounters for years to come, and the overall impression of the properties will be greatly
changed. Feedback from the visitors drives the future actions at the hotel. When reviewing and
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listening to the guest comments, it's crucial to take care of what changes they might bring in the
views depends on those comments. Booking marketing and analytical data can also be used to
finalize decisions to upgrade amenities, create events, construction promotions, and more.
Role of front office and administration have to interact with guest and make sure to improve
their customer services to make visitors experience well. These roles work with the PMS system
to contribute best to make guest journey remarkable and in further they discuss the services
which offered by the hotel staff. In addition, hotel staff should acquit above discussed skills
which helps in attracting visions to make them able to perform their task which further helps in
running hotel services effectively.
CONCLUSION
From the overall discussion it has been observed that PMS software help the hotels to
perform their front office and administration work. They are playing several roles which required
executing their services and satisfying the visitors when they are coming to stay and acquire
several services. In order to fulfil their role, they required suitable skills such as interpersonal
skills, excellence communication, customer interaction etc. These help the staff members to
make customers journal valuable.
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REFERENCES
Books & Journals
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Jones, C. M. and et.al., 2018. Importance ratings on patient-reported outcome items for
survivorship care: comparison between pediatric cancer survivors, parents, and
clinicians. Quality of Life Research. 27(7). pp.1877-1884.
Laisasikorn, K. and Rompho, N., 2019. A study of the relationship between a successful
enterprise risk management system, a performance measurement system and the financial
performance of Thai listed companies. American Journal of Business. 10(2).
Länsiluoto, A. And et.al., 2019. Market orientation and performance measurement system
adoption impact on performance in SMEs. Journal of Small Business
Management. 57(3). pp.1027-1043.
Myers, M., 2020. An IS capstone project: the Mywick property management system. Journal of
Information Systems Education. 14(3). p.4.
Stazić, L. and Stanivuk, T., 2019. Testing of the evaluation methodology for Ship's Planned
Maintenance System Database. Journal of Applied Engineering Science. 17(3). pp.273-
279.
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