PMS technology in hotels: evolution, benefits and future

Key takeaways:

• A hotel PMS centralizes the operational data and workflows teams use throughout the guest journey.
• Modern systems extend beyond reservations and the front desk through cloud access, automation, integrations, reporting and mobile workflows.
• The right PMS depends on property needs, usability, integration quality, scalability, security and implementation support.
• An open, guest-centric PMS can connect specialized hotel technology without forcing teams to manage disconnected information.

PMS technology is the software foundation that helps hotels manage reservations, room inventory, check-in and check-out, guest profiles, billing, housekeeping status, reporting and connections to other hotel systems. Modern hotel PMS technology goes beyond front-desk administration to coordinate operations across the guest journey.

Regardless of size, every property benefits from technology that simplifies and automates hotel operations. The best hotel PMS software lets teams spend less time on repetitive administration and more time creating memorable guest experiences.

In this guide, we’ll explain what PMS technology does, how it evolved, which capabilities define a modern system and what hoteliers should consider when evaluating their next PMS.

The origins of PMS technology  

Westin introduced one of the earliest hotel reservation systems in 1947. However, the hotel world had to wait until around 1970 for the first true property management systems (PMS) to emerge. Since then, property management systems have grown by leaps and bounds until finally uniting in style and purpose by the mid-1990s.  

In 1995, guests could finally access central reservations and online booking thanks to the Internet. Another revolution came around 2010, with the release of cloud-based PMS systems, which quickly became standard. Cloud-based technology has many benefits, including being more efficient and reducing reliance on paper-based processes, making it a more sustainable choice.

The evolution of this technology in the hotel industry 

PMS technology has come a long way since its humble origins. Property management systems have revolutionized the way hoteliers manage their businesses. The best hotel businesses are tech-forward and agile – they have automated menial tasks to focus on guests instead. 

Cloud-based PMS technology allows hoteliers to manage on the go, keep track of real-time data and monitor reservations and profitability. All done in a few clicks. Technology is constantly evolving to meet the shifting demands of the hospitality industry and to enable a more integrated guest experience.

Where is property management system technology going? 

Property management system technology has come a long way since it first arrived. Keep reading to see what's next for this exciting technology.

Mobile-first

With roughly a third of people using mobile devices to book hotels, mobile-first PMS technology is the future. Mobile technology has evolved to embody every step of the guest journey: direct bookings, mobile check-in, direct messaging and a digital concierge. Mobile-first PMS allows you to integrate all services into a frictionless guest journey.   

Going mobile has additional benefits: easier task scheduling and centralized communication among staff. Every team member knows what everyone is doing in real-time. As mobile technology advances, it's bound to be the most agile way to make daily hotel operations more efficient.

Open API 

An Open API property management system connects hoteliers to a wide range of specialized hospitality tools from one central system.

From booking engine APIs to channel manager APIs, having access to specialized tools makes it easier to create a connected experience. Discover the advantages of open platforms.

Cloud-based 

The best PMS technology is cloud-based for good reason. Well, a few of them: access from anywhere, automatic synchronization and the ability to launch deals based on real-time availability. Cloud-based technology also reduces costs as a traditional PMS is expensive to install and requires a lot of training.

Integration 

In the past, hoteliers had to rely on different tools to manage operations and daily tasks. Technology cleared the path for integration: an all-in-one system now takes care of everything.  

Mews, for example, runs reservation management, operations, check-in, payments, data and guest engagement from one operating system. From there, any additional tools connect easily to the central system.

Guest-centricity 

Guest-centricity translates to managing the guest experience with technology. The future of property management technology lies in providing the tools to collect data and create guest profiles to further personalize the guest experience. With the right data, hoteliers can target offers and drive additional revenue throughout the guest journey.   

The more personalized you can make the stay, the better the overall guest experience. Your property management system should allow you to store guest preferences and make notes. That way, you can understand what motivates your guests and increase guest satisfaction.  

Guest-centricity should be at the core of all operations and at the forefront of any property management tool you choose.

How to evaluate PMS technology

The right system is not simply the one with the longest feature list. Evaluate how well the technology fits the property, staff workflows and the broader hotel technology stack.

• Operational fit: Map the reservation, front desk, housekeeping, billing and reporting workflows the system must support.
• Ease of use: Ask staff from different departments to test common tasks, not only watch a sales demonstration.
• Integrations and API: Confirm the quality of required connections, how data moves and who supports each integration.
• Cloud and mobile access: Consider where teams need to work and what connectivity, device and permission controls are required.
• Reporting and data access: Check whether teams can access timely, usable operational and performance information.
• Security and reliability: Review access controls, data protection, uptime practices and compliance requirements with the vendor.
• Scalability: Make sure the system can support additional rooms, services or properties without forcing fragmented processes.
• Implementation and support: Clarify migration responsibilities, onboarding, training, timelines and ongoing support.
• Total cost: Account for implementation, integrations, payment processing, hardware, training and internal labor in addition to subscription pricing.

Not sure what else you should be looking for? Download our Guide to Choosing a New Hotel PMS for more information.

Conclusion 

By now, you should understand the benefits of having a PMS that can innovate and keep you ahead of competitors by providing the most integrated guest experience. With the right property management system, you can deliver smooth operations and attract loyal, returning guests.  

A mobile-friendly, cloud-based, integrated and guest-centric system with an open API will help you take your property into the future. 

But PMS capabilities are only part of the picture. Payments, reservations, guest engagement and reporting all work best when they run in the same system instead of being stitched together after the fact. That's the thinking behind the Mews Operating System: one connected system where your PMS, payments, revenue management and more share the same data and work together automatically.

Ready to see it in action? Book a demo today.