How Modern PMS Technology Improves Staff Retention and the Hotel Operations Experience

Hotel employees, like guests, want to feel involved in the establishment. As workforce constraints place more responsibilities on fewer hotel team members, those on the front lines want to ensure that their increased responsibility comes with more capability. The best way to address these concerns is to use new technologies, starting with the property management system.

No one said running a hotel had to be easy, but there’s no reason the experience should be difficult. Day-to-day hotel operations have been negatively affected by the labor crisis and as a result there is more demand than ever on hotel employees, room management, scheduling and even turning beds if the schedules require it. This is simply the reality of hospitality today, but if hoteliers are to realistically meet these challenges, it will be necessary to equip workers with the tools they need to succeed.

Modern PMS tools offer workers the ability to tackle tasks more efficiently, relying on fewer individuals to accomplish what previously required an entire team in an efficient manner. In other words, when the technology works, so do the employees.

At the recent Maestro User’s Conference, guest speaker Larry Mogelonsky, the world’s most published hospitality author and co-founder of Hotel Mogel Consulting, said “For years, the hospitality industry has been customer-centric in its approach to service and loyalty. While hoteliers must go to great lengths to ensure guest satisfaction, this cannot come at the expense of staff There needs to be a massive paradigm shift in the way we operate; employee satisfaction must trump customer satisfaction at all costs. Ultimately, happy employees can’t help but translate by happy guests. It’s the most radical change in hospitality today, and it can’t be deployed effectively if it’s independent of technology.

fast learner

The goal for hoteliers starting today should be to find new avenues for worker retention and adopt effective, clear, concise and optimized tools. However, all of these capabilities are wasted if hoteliers don’t devote enough time to training. Onboarding remains a persistent challenge, and PMS vendors need to ensure new hires can take advantage of e-learning tools and other services to get up to speed as quickly as possible while retaining information. keys.

If a PMS provider is able to offer live chat support services, and not AI, new onboarding team members will have the ability to access instant support from a live agent when they need it most and how they expect it. Staff are more likely to use a tool that provides quality and consistent support and service, through a mechanism that is universally familiar to them, and especially when directly integrated with the technology they already use. Live agents are able to provide direct and accurate answers that are more meaningful than what is typically offered by automated chatbots, which is highly appreciated by hotel employees in full training or even in crisis situations.

Regardless of how hotel operators perceive PMS training, properly delivered, it brings value to all levels of hotel operations and hotel managers should prioritize it from the start. This spreads more knowledge and skills throughout your hotel organization and allows hotel employees to do more with less, tie their skills directly to the hotel that taught them, and roam freely. in the departments and to develop their career as a hospitality specialist.

Like at home

Newer modern technologies, such as web-based PMS user interfaces and mobile platforms, aimed at front-line users, also require fewer training hours than their static counterparts and take advantage of existing social trends. in mobile technology to deliver major benefits to the hotel workforce and operations. Coupled with sophisticated comprehensive PMS platforms that manage all facets of an operation, this is an important distinction to remember as hotels are home to the most tech-savvy class of eligible workers in its history. It’s time for the industry to believe in the abilities of these workers and empower them to use those skills to improve hotel operations holistically.

Hotel technology vendors have been closely following the development of consumer technology to find ways to take advantage of these business trends. Today’s consumer market has helped set the rules for what constitutes an effective way to use an app, and PMS vendors have embraced these developments to simplify the process of running a hotel. , in particular by offering new latitudes in terms of mobility and communication.

The popularity and utility of mobile technology should not be underestimated when applied to the workforce. Travelers have been asking for innovations in mobile check-in for nearly a decade, but such technology was only rarely found in the industry until the pandemic made it a necessity. Today, mobile check-in and two-way SMS communications have revolutionized hotel operations to make them leaner and more accessible for small teams, and the same trend is now happening on the operations side of the business.

With employees better able to work on the go, it’s also important to consolidate the number of necessary programs and applications they are forced to interact with to operate a hotel. Some PMS providers accept more third-party integrations or offer multiple modules stored on a centralized database to make them easier to access while creating unified and seamless customer booking experiences. The more hotels are able to consolidate these tools, the more hotel employees are able to do a lot without feeling overwhelmed by the tools around them.

Innovations in hotel technology have unfortunately been developed in a market characterized by severe labor compression. The right modern PMS technology provides a more efficient, easier to use technology ecosystem with support services at your fingertips, and encompasses almost every area of ​​hotel operations. More importantly, these tools are on par with what consumers and workers already use in their daily lives. The more satisfied these workers are, the more hotels can improve retention and focus on improving the guest experience.

About the Author

Warren Dehan is President of Maestro, the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals and multi-ownership groups. Maestro was the first to market with a fully integrated Windows PMS and Sales & Catering solution and continues this trend with cutting-edge web and mobile solutions. Platform and deployment independence presents Maestro as an investment that will continue to grow and adapt as new technologies emerge.

About Maestro PMS

Maestro is the preferred browser-based cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals and multi-property groups. Maestro’s PCI-certified and EMV-compliant enterprise system offers a full web browser (or Windows) version with over 20 built-in modules on a single database, including mobile and contactless apps to support a journey digitized client as well as staff operations. Maestro’s sophisticated solutions enable operators to increase profitability, drive direct bookings, centralize operations, and engage customers with a personalized experience from booking to departure and everything in between. For more than 40 years, Maestro’s Diamond Plus service has provided unmatched support and education services in North America, 24 hours a day, 7 days a week, to keep hotel groups productive and competitive. for more information about Maestro. Click here for your free PMS buying guide.

Barb Worcester
NORTHWIND-Maestro