The ability to integrate their property management system with other third-party hotel technology systems is a top priority for many hoteliers today. Our Survey of Hotel Executives representing brands with between 10-500 properties in North America, Europe, and Asia showed that:
- More than 80% of respondents expect their PMS provider to focus on integrations
- More than 50% consider integrations one of the critical values a PMS provides
- Nearly half of hoteliers today are dissatisfied with the support of integrations by their current PMS provider.
A good property management system enables hoteliers to deliver a superior guest experience and stand out from the competition by using integrations to streamline operations. In contrast to legacy systems, which were hard and expensive to integrate, modern PMS software is designed with system integration in mind.
A PMS needs to be able to integrate with all other systems that are necessary for running a hotel in order to streamline operations across all departments. This allows you to work with any vendor without needing to duplicate data between PMS and other software manually. By the same token, a PMS system that isn’t well-integrated could slow down your entire operations. Integrations enable service customization and personalization through monitoring of all aspects of a guest’s stay from the moment of booking.
All this means that, ideally, you need a provider who offers proper integrations that could be easily connected, with a big enough and regularly updated app store. And it’s not enough for the vendor to make such claims—you need to do due diligence and check in detail what integrations are supported within the suite your property requires. For example, are the integration partners verified? What is the expected cost and time to integrate? Do add-ons necessitate a separate contract? Are there any plug-and-play options?
Key integrations for a property management system include:
CRM (Customer Relationship Management)
When you connect your PMS to CRM, guest profile info can be automatically synced with your digital marketing system, enabling the delivery of highly personalized communication.
POS (Point-of-sale) System
By linking the POS system with the spa and on-site restaurants, all transactions and data end up in one centralized location.
Channel Manager/OTA (Online Travel Agents)
Sync your inventory across all third-party booking channels to ensure no overbookings, embed a booking button into your website, and connect with the online travel agents you are working with.
Accounting
Spreadsheet programs are a thing of the past: hotel accounting software obtains information in real-time, increases accuracy and efficiency, and can be easily accessed from anywhere.
RMS (Revenue Management System)
Simplifying yield management, an RMS makes real-time price recommendations based on loads of data it pulls from your PMS.
Booking Engine
An integrated booking engine helps maximize revenue by offering real-time rates and availability that are continually updated by the PMS (so you don’t have to do it manually all the time).
Kiosk
The kiosks not only speed up the check-in during busy times but enable the kind of self-service experiences many guests are asking for today.
Credit Card Processing
This integration facilitates credit card acceptance while ensuring that payments are secure and removes the need for a stand-alone credit card terminal.
Electronic Key Locks
With a keyless access solution, you can manage keycards through the PMS and automate key (mobile or keycode) delivery directly to the guest’s smartphone. The key automatically activates upon check-in and deactivates upon check-out.
Smart Room Technology
This integration receives reservation info from the PMS and automatically adjusts a variety of aspects of the guest experience, such as room temperature, lights, and curtains depending on whether the room is occupied or not.
Housekeeping
No more clipboards and two-way radio communication: a mobile PMS helps improve clarity and efficiency of communication between departments, such as the front office and housekeeping, resulting in improved workflows and guest service.
Reputation Management
Request guest feedback, monitor reviews, and communicate with guests through their preferred social media platforms, all through Reputation Management integration.