All you need to know about Property Management System

In today’s digital era for the hospitality and tourism industry, applying technology to management has become a decisive factor in the success of every accommodation business. This article will help you understand the PMS system, its roles, and its benefits in optimizing hotel business operations.

What is a Hotel PMS?

PMS or Property Management System is information management software that supports various hotel departments to optimize operations and business activities. In other words, the PMS acts as the “brain” of the hotel, connecting information and managing operations from the overall to the smallest details such as coordinating reservations, check-in and check-out, guest information management, billing, payments, and more. Moreover, the PMS can be customized to suit the scale and management needs of each hotel.

The Property Management System (PMS) is an integrated software solution that enables hotel owners to manage every aspect of their business, from reservations and guest information to services and financial reporting. This system serves as a central command center, connecting and synchronizing all activities to help accommodations operate smoothly and efficiently.

Types of Hotel PMS

There are currently two popular types of PMS: On-premise PMS and Cloud-based PMS:

• On-premise PMS: An on-premise or server-based PMS stores data locally at the hotel. To use this system, you need an IT team to operate, maintain, and upgrade its functions. Additionally, it requires dedicated space for workstations, data centers, and backup storage devices.
• Cloud-based PMS: A cloud-based PMS leverages cloud computing technology, is installed automatically, flexible, and can be accessed from any device connected to the internet. The advanced features of a cloud-based PMS help you save on IT operation costs and allow you to manage your hotel remotely with flexibility. With cloud technology, you can also easily expand your hotel’s scale at a lower cost compared to on-premise systems.

See more: Cloud vs On-premise PMS: Which is the optimal solution for hotels?

Additionally, there is a Hybrid cloud hotel PMS – a “hybrid” cloud solution that allows users to access via web browsers on various devices. Data can be stored locally or accessed remotely, though some features are only available on the main platform.

Core Functions of a PMS

A PMS system should provide the following functions:

• Reservation management
• Night audit
• Housekeeping management
• Channel management
• Rate and inventory management
• Guest profile management
• Business reporting and analytics
• Task management
• Maintenance and shuttle service management
• Restaurant management – POS
• …and much more

Reservation Management

The PMS comprehensively manages the reservation process. You can easily track real-time bookings across multiple channels such as OTAs, direct bookings, and phone reservations. This feature helps avoid double bookings and optimizes your hotel’s room occupancy. With Central Reservation Systems (CRS), you can also manage room inventory, booking information, and revenue more easily.

Front Desk Management

PMS provides a comprehensive solution for the front desk, managing check-in/check-out processes, room assignment, room status tracking, and customer service. The system also allows for quick and easy key card creation, saving time for both staff and guests.

Housekeeping and Cleaning Service Management

PMS helps efficiently manage housekeeping tasks. You can assign tasks, track cleaning schedules, and control supplies such as linens and towels. Room status updates (cleaned, not cleaned, being cleaned) are done in real time, helping the front desk easily arrange rooms for guests.

Financial Management and Reporting

PMS provides diverse financial management tools, enabling multi-method payment processing, detailed tracking of revenues and expenses, and automatic, accurate invoicing. The system also aggregates revenue by various criteria, generates business reports and analytics, and helps management make data-driven decisions.

Benefits of a Hotel PMS

With the continuous expansion of hotel scale and service quality, hotels require efficient management solutions to increase competitiveness and enhance the guest experience. Using a PMS instead of manual management methods is the first step in this improvement.

• Secured information and real-time updates for all departments
• Reduces operational costs and time, allowing more focus on guests
• Minimizes errors and losses caused by human factors
• Quickly manages and coordinates tasks for departments like housekeeping, laundry, and maintenance with just a few simple steps
• Easily tracks rates and room inventory from booking channels
• Updates and stores guest information to enhance guest experience
• Provides visual business performance reports

Resource Optimization

PMS automates many processes, reducing staff workload, saving time and operational costs. Instead of manual record-keeping and updates, staff can focus on better customer service and improving service quality.

Increased Accuracy

Manual data entry errors can severely impact hotel operations. With PMS, standardized processes help minimize errors and ensure service consistency, especially in reservation and payment management.

Enhanced Guest Experience

Using PMS, hotels can deliver faster and more accurate service. From quick check-in, meeting guest needs, to efficiently managing guest requests – all are handled smoothly. Guest information is stored, allowing staff to recognize and meet each guest’s individual needs, creating a sense of personalized care.

Centralized and Secure Data

One of the biggest benefits of PMS is the ability to centralize all data in a single system. Managing all information in one place makes it easy to check, analyze, and ensure guest data security. This not only prevents data fragmentation but also gives hotels a comprehensive view of their business activities.

Considerations When Choosing a PMS

Selecting a PMS depends on the scale and actual needs of the hotel, as different systems have their own core feature sets. Here are some questions to consider:

• Do the system’s features fit and solve the hotel’s current problems?
• Are the costs and operational expenses reasonable?
• Is the interface user-friendly and easy to operate?
• How is the system’s integration capability and security?
• Is the provider reliable and do they offer sufficient customer support?

Assessing Hotel Needs

The first step in choosing the right PMS is thoroughly evaluating the actual needs of your property. Consider the hotel’s size (number of rooms), business type (hotel, resort, homestay), additional services (restaurant, spa), and investment budget. Each hotel has its own specifics, so the PMS solution should fit those needs.

Costs

When choosing a PMS, assess the total cost of ownership, not just the initial price. Consider implementation costs, subscription/license fees, staff training, and maintenance fees. Don’t choose software that doesn’t fit your needs just because it’s cheap or assume the most expensive is always best.

Interface and Features

A user-friendly and intuitive interface is crucial for staff to quickly adapt and use the software effectively. PMS should offer a variety of features to serve all hotel departments. The chosen software should be compatible in terms of interface and browser, either designed on the same platform or as an independent application.

Integration Capability

A good PMS should integrate with other software and tools the hotel uses, such as channel management, online booking engines, payment systems, restaurant management, and popular OTAs. This integration synchronizes data and optimizes workflows.

Provider

Choose a reputable PMS provider in the market, trusted by many hotels. A reliable provider will offer good technical support, thorough staff training, and regular software updates to meet the evolving needs of the hospitality industry. Opt for reputable names with strong capabilities like CiHMS to ensure responsibility and stability in your experience.

CiHMS – A Comprehensive PMS Solution for Hotels in Vietnam

CiHMS is a professional PMS solution designed to suit the specifics of the Vietnamese market. With a user-friendly interface and strong integration capabilities, CiHMS fully meets the management needs of accommodation businesses of all sizes.

Outstanding Features of CiHMS:

• Multi-channel reservation management: Integrates with over 300 OTAs and booking channels
• Comprehensive front desk and housekeeping management
• Detailed data analysis and reporting system
• Cloud solution saves initial investment costs
• Intuitive, easy-to-use user interface
• Multi-language and multi-currency support
• Compliance with Vietnamese tax and e-invoice regulations
• 24/7 Vietnamese technical support team

CiHMS Integrated Solutions:

CiHMS is not just hotel management software but also provides a comprehensive solution ecosystem, including:

• Channel Manager connecting to OTAs
• Booking Engine for hotel websites
• Mobile apps for management and guests
• Restaurant, spa, and service management systems
• Intelligent data analysis and reporting tools

PMS Software Development Trends

Technology is constantly evolving, and PMS solutions are continually being improved to meet the increasing demands of the hospitality industry:

Artificial Intelligence (AI) Applications

AI is being integrated into PMS systems to enhance management efficiency. Applications include 24/7 customer support chatbots, algorithms predicting guest needs and behavior, and dynamic pricing systems based on market data analysis. AI automates repetitive processes and analyzes guest feedback to improve service.

See more: AI in the hospitality industry

Mobile PMS and Self-Service

The trend of mobility is popular in the hospitality industry, with PMS apps on mobile devices allowing staff to work flexibly. Automated check-in/check-out via kiosks or mobile apps lets guests self-serve basic needs, saving waiting time and improving experience. Currently, CiHMS supports management through both a Staff App and self-service via QR Service Center.

Enhanced Data Security

With large volumes of guest information, PMS systems are strengthening security to protect personal and payment data. Security measures include data encryption, multi-factor authentication, access control, and compliance with current data protection regulations.

Conclusion

PMS will be the system platform you use daily to operate your hotel. Depending on your scale, needs, and budget, choosing the right system is crucial and impacts your business. If you are considering a PMS solution for your business, let our experts help. Contact us today for free consultation and demo!

In the increasingly competitive hospitality industry, investing in a quality PMS system not only optimizes operations but also provides a significant competitive advantage. With tremendous benefits in efficiency, cost, and guest experience, PMS has become an indispensable tool for every modern accommodation provider. CiHMS, with its comprehensive solution tailored for the Vietnamese market, will be a reliable partner to help your business reach new heights.