5 reasons to change your hotel PMS

The signs that you need to change your hotel’s property management system (PMS) aren’t always that obvious. This is because your hotel PMS is a tool which is deeply embedded within your operation, and even if it’s gradually falling apart by the seams, staff will probably accept its increasing number of foibles and assume that’s just how it’s going to be for the foreseeable future.

That’s just not good enough. And not on your team’s part, either; if your PMS is slowly dying or increasingly out of step with modern guest expectations, it’s no longer doing the job for which it was purchased.

Here’s five common but often hard to identify reasons that you need to change your hotel PMS.

1. Your staff are frustrated with your current PMS

reasons to change your hotel PMS | hotel booking systems

Why does it crash every time you click on the arrivals list? Why on earth do you have to keep doing that really complicated workaround just to place a deposit on a future booking?

If members of the team are continually shouting at the PMS or banging their fists on the table in frustration when it doesn’t act as it should, don’t assume it’s because they’re using it incorrectly or need training. While that might be the case, there could be something much worse at play.

Speak to the team and find out what it is that frustrates them the most about the PMS.

2. You’re still updating OTA sites manually (and you hate life because of it)

update OTAs automatically | hotel software uk

It’s the task on your daily to-do list that you’re always pushing to the bottom. It’s tiresome, laborious and nearly always results in you making mistakes because you just can’t be bothered.

In 2019 and beyond there’s absolutely no reason at all to update OTAs with rates and availability manually. Your PMS should connect directly to the likes of Booking.com and Expedia and do all of the hard work when it comes to ensuring every website knows how many rooms you have free and what your latest rates are. It should sort out the incoming bookings for you, too, thus removing any chance of the dreaded double booking.

If it doesn’t do any of this, you need to find a hotel PMS with a brilliant channel manager.

3. Another guest has complained about the bottle of wine they didn’t drink

modern PMS benefits | hotel upselling

Not again!

How many times this week have guests complained about their room bill or queried certain items on it? And how often are those transactions related to the bar or restaurant?

Chances are, this is because you’re still manually transferring charges from the F&B side of the business to room accounts. Did you know there’s a much better way of doing this that pretty much eradicates human error?

A modern PMS should be able to connect to a host of POS systems. In doing so, it’ll enable bar staff to automatically post food and drink bills to room accounts. Some will even transfer across the POS sales data into your main PMS accounts reports! This will increase your hotel upselling opportunities and ensure you maximise revenue on every guest's stay.

Imagine that…

4. Very few guests bother to return

build great guest relationships | hotel management software uk

Tempting guests to return to your hotel isn’t easy, even if they had a brilliant stay with you the first time around.

In order to build great relationships with your customers that result in plenty of return bookings, you need to nurture them with email marketing and personalised guest correspondence.

Can your hotel PMS send pre- and post-stay emails and SMS messages automatically? Are you able to export a list of customers that can then be imported into a modern email marketing tool?

More importantly: are you making it easy to book directly on your website?

If the answer is “no” to any of those questions, it’s time to get a new PMS - it’s that important.

5. Your competitors are wiping the floor with you

modern pms competitors | hotel booking systems

What gives? Your competitors’ room prices seem to flex more than yours and, as a result, they appear to know the secret sauce that draws in more guests.

Why can’t you do the same? And why do you never really know what level to set your room prices at?

Guess what - your competitors are probably using modern PMSs that enable them to flex rates strategically based on market conditions and work from actionable, insightful data about past performance.

Do you really want to be lagging behind because your system is no longer up to scratch?

Wrapping up

The best news? Property management systems no longer cost an arm and a leg. Well, some do, but choose the right one and you’ll pay a manageable monthly fee that enables every staff member to use the system no matter where they are or what device they have to hand.

Is it time you replaced your PMS?

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Welcome Anywhere has over 30 years of experience in helping independent hoteliers deliver guests an unforgettable experience with its simple property management system that controls your daily activities. The best part -  it’s all cloud hosted! We develop scalable solutions for your property such as PMS, a Booking Engine and Channel Manager. Our team has a wealth of experience in the hospitality industry and we serve you to better serve your guests.

Call us today at + 44 (0) 33 0100 1090, or email us at sales@welcomeanywhere.com. We will be happy to walk you through Welcome Anywhere’s all-in-one solution for your property management needs.

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4 things hoteliers can do to increase direct bookings | hotel booking systems

If there’s one question hoteliers ask themselves every day, it’s: “how can I increase direct bookings?”.

And that’s understandable because ‘beating’ the online travel agents (OTAs) feels like an impossible task…

…until you realise that it isn’t really a battle.

Seriously - in order to gain more direct bookings as a hotelier, you need to view this industry as a level playing field, because in the digital age, that’s exactly what it is.

In today’s blog, we’re going to look at four things you can do today to increase direct bookings at your hotel (and none of the tips below involves getting into a backstreet brawl with an OTA):

1. Get into digital marketing

digital marketing tip for hotels | increase direct bookings

Isn’t all marketing in the digital age, er… digital?

Nope!

In fact, the hospitality industry remains one of the few that still relies on old-fashioned methods of brand promotion thanks to the prevalence of printed brochures and direct mail campaigns.

There’s absolutely nothing wrong with that stuff, but it needs to run alongside a concerted digital marketing effort if you’re to be found online.

Here are a few ways you can up your digital marketing game, relatively easily:

  • optimise your website for keywords relating to the type of hotel you run, its various services and location (this is known as ‘SEO’ - speak to your web people if you’re unsure how to approach it);
  • start a blog and write regularly about the hotel, its events and topics that relate to the area in which it’s situated;
  • use your social media presence - don’t just let it sit there unloved; a post or two a day advertising your latest rates or showing off photos of your rooms and grounds will work wonders;
  • give Google Adwords a try - it isn’t the money pit some will tell you it is.

The above list is certainly non-exhaustive, but it’s a start, and if you make good on your promise to keep on top of each task, you’ll gradually start to see results in terms of increased visitors to your website and - all being well - increase direct bookings.

2. Respond to - and share - guest reviews

hotel industry tip | hotel software uk

Ah - reviews. Well, we were going to mention this sooner or later, weren’t we?

Guest reviews can make or break hotels - but not in the way you’re perhaps thinking.

Receive a bad review? Respond to it; demonstrate that you’re listening and care deeply about your business and the service you provide guests.

Receive a great review? Share it! Tell the world via social media and a testimonials page on your website.

By proactively dealing with guest reviews, you’ll become the master of them, and the more active you are with such guest correspondence, the more chance you have of diverting people to your own website rather than an OTA.

3. Give guests a reason to part with their money

bespoke hotel packages | increase direct bookings

Getting people to your hotel website is only half the battle. Once they arrive, they need to be given a compelling reason to book direct.

Try creating bespoke packages that are only applicable to people who are willing to book direct. Avoid rate parity issues by retaining the same OTA rate but instead include something on top that is of high value to the guest but relatively low cost to you (a breakfast upgrade, for example).

If you avoid the opportunity to give potential guests a good deal immediately, they’ll quickly head elsewhere.

4. Implement a killer online booking system and payment gateway

online booking system hotels

Potential guests need two things to convince them that booking direct is the thing to do:

  1. Ease of booking.
  2. Reassurance.

Number 1 simply means you need a great online booking system that enables people to make bookings in just a few short steps. Number 2 requires a recognisable payment gateway (e.g. PayPal) and a crystal-clear booking policy. Both will be bolstered considerably with a PMS that connects directly to your website's hotel booking systems.

Make your deposit, cancellation and no-show policy ultra-clear and ensure guests are forced to agree to your terms before booking.

The more transparent your booking process, the more people will use it - it’s that simple.

Wrapping up

Have we missed anything?

If you’re an independent hotelier and have experienced a significant uplift in direct bookings, tell us your experiences below. It doesn’t hurt to share your successes with the world once in a while!

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Welcome Anywhere has over 30 years of experience in helping independent hoteliers deliver guests an unforgettable experience with its simple property management system that controls your daily activities. The best part -  it’s all cloud hosted! We develop scalable solutions for your property such as PMS, a Booking Engine and Channel Manager. Our team has a wealth of experience in the hospitality industry and we serve you to better serve your guests.

 

Call us today at + 44 (0) 33 0100 1090, or email us at sales@welcomeanywhere.com. We will be happy to walk you through Welcome Anywhere’s all-in-one solution for your property management needs.

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