The new generation of travelers has completely transformed the way hotels operate, as they now expect services focused entirely on digital. This is why a cloud-based PMS has become the most important tool that every hotelier must have in order to provide their guests with excellent experiences and compel them to come back time and time again.
However, even with the best hotel PMS at your disposal, engaging your guests can be a bit challenging. Don’t worry, because there are many PMS features that can help you engage your guests and ensure that they have a wonderful experience whenever they stay at your hotel. Here are the most essential features to look for in a PMS.
Frictionless Online Bookings and Payments
If you want to engage your hotel guests, you need to start doing so from the very moment they book a room at your hotel. You should send each of them an email confirmation, so that they can have a much-needed peace of mind, knowing that you are legitimate and trustworthy.
According to a Worldpay report titled “The Online Payment Journey”, 96% of both Australians and Germans say that an email confirmation is very important, and 91% of UK, 87% of French, 81% of US and 49% of Chinese travelers agree.
You need to reassure them that they’ll have a room ready before they arrive, not to mention that your payment system is frictionless and secure. Otherwise, they’ll simply move on to your competition.
The best hotel PMS software will enable you to send automatic email confirmations regarding both bookings and payments, thereby engaging your guests right from the start. You can also send pre-arrival emails to remind them of their bookings. You can say that the room will be ready and, meanwhile, you can push in upgrades or extra services.
According to an Opera Mediaworks survey, 85% of travelers use mobile devices to book travel activities. A number of similar reports have shown that they also greatly rely on their mobile devices during their hotel stay. If you don’t provide your guests with a seamless mobile experience, you risk losing a lot of customers. It is important to mention automated keyless check-ins and check-outs which can be done only after you integrate a PMS.
They will be able to deliver services on smartphones (room orders, booking tables at a restaurant, etc.) and significantly increase the level of convenience for your guests. Moreover, they will be able to truly strengthen the relationships with guests, because mobility will give them more time to tend to their needs.
Third-Party System Integrations for a Personalized Service
This is just as important as mobility. Utilizing the best hotel PMS software that seamlessly integrates with third-party apps will enable you to provide all your guests with fast and personalized service. This is something that travelers today actually expect and what will set you apart from your competition.
You can integrate your PMS with OTA channels, a CRM system, your payment gateway, POS and many other systems. When you do, you’ll be able to streamline all your daily operations and always provide consistent service, because everything will be centralized in one single location.
You will have a clear insight into your guests’ preferences and needs, arming yourself with information for personalizing your service and providing each guest with exactly what they need.
You can connect with services that guests frequently look for. These are social media logins, voice based services, information related to local happenings within the hotel area. Also, connect with an ISP for internet access, and also get a Smart TV to check for billing, etc.
Seamless Real-Time Communication
You need to be available to your guests whenever they need you, which is also something that a good PMS can help you with. It enables you to communicate with your guests in real time and help them with anything they may need, be it a simple question regarding your amenities or anything else related to your hotel or nearby activities.
When choosing the best hotel PMS, make sure it has great communication features, so that your guests can reach you anytime and anywhere. All the communication that happened with one profile will be at one place. It will help to provide an error-free service.
Keeping all lines of communication open will help you build strong relationships with them and entice them not only to come back again, but also to recommend your hotel to their family and friends, not to mention leave a positive online review that will get you more customers.
This is why it is paramount that you utilize a cloud-based PMS that your staff can access via mobile 24/7. That way, they won’t be tied to the reception desk and they will be able to provide your guests with high-quality service at all times.
These are the most essential PMS features you should look for when choosing the right PMS for your needs. Not only will they help you engage your guests and convert them into loyal customers, but they will also save you time and money and help you revolutionize your business. Finally, don’t forget to provide apps that have access to guest information regarding pre arrival formalities, self check-in and billing options.
About mycloud Hospitality
mycloud (award-winning hotel software) has been developed by Prologic First, an independent, private company with over a decade and half’s experience delivering end to end technology solutions to the hospitality industry across the UK, Asia, Africa and the Middle East. Prologic First’s “WISH” brand is used across 30 plus countries by over 1,600 clients representing the “who’s who” of the industry. Some of our most popular and most adopted solutions like “WISH”, “Touché” & Web Prol’IFIC. Our technological leaders and best in class solutions in the market place, offering some of the most advanced features to hospitality professionals.
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