If your system already runs in the cloud then you will not need to do that, but if not, let me share some thoughts with you on why the ‘PMS in the cloud’ is here to stay, and what is required to make it future proof.
The PMS – the centre of the tech stack – not anymore?
In 2022 the PMS still manages your property, however, for a closed, legacy, on-premises solution this is no longer true. Systems that have a steep learning curve and require a large amount of training are unable to cope with today's labour shortage.
Closed systems do not support innovation, you must upgrade your system before you can gain access to the touchless world that Covid-19 has ushered in. Legacy on-premises upgrades are costly, and even if you are lucky enough to have a vendor that has the interface available, you will get charged a steep amount for the license and implementation. But it could get even worse, if there is no strategic reason for an integration to be developed then you may never get the one that you want.
The cloud puts your PMS back in the centre
The cloud does not necessarily solve all your problems, but access to the latest software keeps you on top of today's industry trends and is a good position to start from. However, this is only true if you choose a true cloud, otherwise, you face a locked system where the server in your basement is replaced by a server running in a data centre.
Once you are in the cloud you will need to ensure that you are working with the right vendor. Interface charges are still out there, and vendor decisions on who to integrate with will be influenced by their own interpretation of strategic conflicts.
You need to find an open player who provides a full-stack PMS system with a strategic open API platform and marketplace. It pays to carefully check the technical and commercial approach of any vendor for hidden agendas and future costs.
All-in-one solutions vs. best of breed
Either of these options can be a good fit, depending on the vendor's product offerings and your hotel's needs, but try and find one that has a good selection of integrated products. Some will offer a complete suite, but there will always be the need for connected and integrated systems, and this is where you will need to examine their open API approach. Looking beyond the technical and commercial aspects, check out how a vendor approaches their monitoring and support of systems.
Even though we are now in 2022, when a POS or guest service interface goes down, it is usually the user who recognizes it first and reports it. We now live in a world of AI and ML; therefore, systems should recognize issues and take the appropriate action. If these actions are unsuccessful then it should trigger a message that instructs technical staff to intervene and fix the problem before the end-user knows about it.
The focus of a hotelier
Keep it simple and consider the transaction from a guest's point of view. Provide them with all the options they need to ensure a smooth journey. Is your digital, touchless experience seamless and intuitive? Does it cover everything from data privacy to legal requirements? Are registration cards and passport scans, which are compulsory in many countries, included?
Ensure you provide the correct and appropriate options. A business-orientated city-centre hotel incorporating the complete touchless experience during the week may have an entirely different clientele over the weekend. The leisure tourist that has booked a weekend away, with a higher focus on the dining and theatre aspects of their visit, may well require the complete hands-on hotel experience. It is during low-demand periods that a city hotel needs to be able to adapt and provide the appropriate service.
In the end, it all comes down to having the IT partner that can offer you these opportunities. Just be certain you have the correct tools in your hands to provide the service that your hotel stands for, and never compromise your hard-earned reputation for a system.
About HRS
Founded in 1990, HRS Hospitality & Retail Systems was created with the aim of providing a superior customer experience, both for service industry companies and their clients. Now, HRS provides innovative management solutions for hotels, restaurants, retail chains, stadiums, spas and fitness clubs. HRS has an impressive portfolio of products and services; these include pre-project analysis, hardware and software supply, strategic IT consulting, solutions implementation and integration, staff training and consulting, 24/7 technical support, plus a wide range of professional customer services. The company has developed an excellent reputation for providing quality services together with a strong global presence. HRS has established itself not just as an IT solution provider but also as a proactive contributor to the hospitality industry.
By Wolfgang Emperger, Vice President of Sales and Marketing EMEA
