property management system

Property Management System – the thumb rule of a successful hotel

Property management system (pms system) is the world’s one and only method of ensuring a smooth running of a hotel. Behind every successful hotel is an efficient pms system. So, what is a pms system?

Property management system is a software application that makes all functions of a hotel possible.

Be it tracking hotel reservations, occupancy, cancellations, or managing housekeeping schedules and evaluation of status thereof, or inventory management, or managing HR and payroll, pms system does it all.

It is a one-in-all comprehensive software application that makes it possible for any individual or group of people to calculate the rate of loss or gain of guests, revenues, and personnel at any given time.


Pms system is the best answer to the loss of money, personnel and good will of earlier hotel management methods. Paper-based management of property led to inefficiencies and human error that could not be accounted for at times.

This resulted in chaos and unprofessional behavior of both employer and employees. Guests were always the victims of such mismanagement and they hammered the last nail in the coffin by staying away from the hotel or dissuade others from choosing it as their destination.

Pms system also simplifies for the management of a hotel to calculate its ROI, which is an accurate measurement of the financial gain or loss of an investment.

In fact, using a pms system has often been the sole cause of a higher ROI for many hotels. More the occupancy of a hotel, more the need of the hotel to provide quality services and amenities to its guests.

Providing for regular guests as well as organizing banquets and other special occasions for newly married couples or hosting a 90th birthday celebration, while maintaining the high quality promised to each and every guest, a hotel needs the automated and efficient pms system to get things done.

Besides ensuring efficient running of all departments of a hotel, the pms system takes full control of the the front desk, the be-all and end-all of hospitality management.

Checking in of guests with due attention to all special requests from guests to invoice and bill generation to requests for airport dropoffs or rental car services, the pms system, single handedly, runs the show.

The pms system not only keeps the hotel employees abreast of the guests’ information, but it also keeps the guests updated about their reservations.

The online booking system with web and mobile alerts remind the guests of their duration of stay at the hotel, their confirmation numbers, and check-in and check-out times.

This information, present with both guest and front desk hotel employee, saves time and eliminates all human error, thus making it a pleasant stay for the guests and also protecting the reputation of the hotel.

Complaint Management – Dealing With Negative Reviews Of Your Hotel

In whichever business one does, challenges are always there, and every successful entrepreneur can attest to it. In hotels as an example, it is very important for one to know how to manage complaints well and professionally so as to boost their income.

Potential customers would do research about your hotel first before making a visit, and if the ratings or reviews of your hotel are poor, then that could be a red flag to them. I know that some reviews could be very bad and affect you personally, but, however, the situation could be, here are the best ways of dealing with them;

Don’t be emotional

As much as bad reviews affect us as entrepreneurs, they strengthen us in a way or the other. They make one work even harder and make changes for the better. If you get a bad one and respond to it when emotional, it might destroy your business completely. Getting too personal in your responses will not only destroy your reputation but will also chase away potential customers.


It may be hard for you to start with “Thank you” as a way of responding to harsh reviews, but those two words mean a lot. Practice makes perfect, and if you want your hotel to grow, then you have no option.

Put in mind that bad reviews are ways of alerting you the changes to be done on the complained sectors and thanking them are a way of showing that you indeed value them.


Whether you agree or totally disagree with the review, it is wise to admit to the mistake and apologize to your customers. Take time and explain to them what might have gone wrong. Take all possible measures and for you to build your PR, you can invite them over for a second time and let them see the possible improvements.

Don’t waste time

For you to improve your relationship with customers, it is good to respond to their reviews as soon as you can. That will show how much you care and take them seriously.

To get more information and responses to bed customer reviews, please get in touch with me at the comments section below.

All the best!