The 5 core problems a hotel PMS solves for improving hotel operations

Having the right PMS to keep your hotel ticking over is what makes everything run smoothly and your teams work confidently. But if you are operating with disconnected systems or an outdated PMS, then this is where the cracks will begin to show.

You might find longer queues forming at the front desk or staff using manual processes as systems are working too slowly to keep up with demand. So instead of helping your staff free up time to deliver exceptional guest experiences, you are finding more problems with your tech that needs fixing.

If this sounds similar to your hotel operational challenges, then you are not alone, as many hoteliers feel the pressure before realising what the main cause is. Whether you are facing daily inefficiencies or missed revenue opportunities, a modern PMS platform will simplify these challenges so your teams can focus on the bottom line.

In this guide, we will take you through 5 core problems that could be limiting your hotel’s success and how a PMS helps to solve them.

Problem 1. Disjointed operations and inefficient workflows

Having disconnected systems creates more harm than good when it comes to working efficiently. If you have teams that are working independently rather than together across your operations, then it may lead to:

Duplicated data across departments.
Lost bookings or check-in requirements.
Delays in service turnaround.
Frustration between teams.

However, bringing in a modern hotel PMS will bring everything together to produce real-time data insights and operational automation that gives you the bigger picture. By using one platform as your control centre, you have the power to:

Produce automatic room status updates.
Integrate systems for seamless data synchronicity.
Create mobile access so you can see live dashboards anywhere at any time.
Automate mundane admin tasks to save time.

When teams communicate in one place and systems are talking to each other behind the scenes, you are in a better position to deliver unforgettable guest experiences.

Problem 2. Lack of integrated distribution and revenue control

When the seasons change and competition starts to climb, it can be difficult to keep up with channel updates if they are manually inputted. This can hinder productivity for your revenue managers as they are spending more time updating pricing and room rates rather than looking at your overall hotel strategy.

With this, you may find:

Inconsistent pricing and rates across your channels.
Increased risk of overbookings.
Delayed reactions to market trends.
Limited visibility of your upsells and inventories.

Your PMS should gather your inventory and rates automatically through your direct hotel tech integrations such as CRS, distribution, booking engine and RMS software solutions. When everything is working together, you can maintain your pricing across OTAs and keep all channels fully aligned so you are ahead of the competition. By streamlining your revenue and distribution, you can avoid costly mistakes and stay in control of your revenue performance.

Problem 3. Poor visibility of guest data and journey

The modern-day traveller expects more than a hello at the front desk. As technology has advanced in the hotel industry, personalisation and faster check-ins are what guests are looking for during their stay. However, it becomes difficult when your guest data is unconnected across your systems. This could cause significant issues such as:

Repeating questions at check-in.
Missed upsell opportunities.
Generic emails that guests ignore.
No clear view of loyalty or guest value.

Your PMS is the key to building a complete guest journey by using real-time data and insights that create a unique profile. This can be made up of specific guest preferences, history, behaviour and spending from across all your channels and systems. Pairing your PMS with CRM and digital marketing tools will enable your teams to deliver more personalised stays and increase your direct bookings through tailored offers and social channels. In fact, around 73% of consumers are more willing to share personal information for tailored offers so you can keep guests coming back.

Problem 4. Manual processes and limited automation

Printed invoices, manual payments and outdated spreadsheets can be the root cause of your operations slowing down and adding unnecessary pressure to your teams. Without automation, you might find holes in your processes that cause avoidable errors and create costly mistakes such as inaccurate pricing or incorrect guest data.

Using a modern PMS helps alleviate those issues by centralising your operations and minimising your repetitive tasks. This means you can:

Automate confirmations and pre-arrival communication.
Automatically assign rooms based on rules you set.
Create digital registration and mobile check-in options.
Build triggers for upsells, add-ons and payments.

By having your systems all connected into your PMS platform, you will give your teams more freedom to spend time with guests instead of being in front of a computer.

Problem 5. Slow reporting and lack of real-time insight

Spending hours on reporting is tedious at the best of times, especially if you are having to pull it manually from different systems. Once you have the data together, it might be too outdated to even use. Lacking real-time data and insights could be a blocker for your operational success as you are limiting your visibility on what is going on across teams.

Your PMS is what makes this so much easier. With instant data dashboards and KPI visibility you can see:

Real-time occupancy.
Clear breakdowns by channel, segment and revenue plan.
Group-level reporting for multi-property operators.
Easy integrations with CRS and RMS tools.

Once you have the right data, everything else becomes simpler with accurate forecasting and better decision making, leading your hotel into the future.

How to know when it is time to change your hotel PMS

The signs might already be there, but you may not fully see them. Here are some of the things to look out for when thinking about changing PMS providers:

Your team uses outdated spreadsheets or shortcuts to fill in system gaps.
Integrations take too long or are not compatible.
You rely heavily on OTAs because your direct channel tools are limited.
Weekly reporting becomes time-consuming.
Guests mention delays, confusion or inconsistent communication.

Next steps for your hotel

The right PMS is one of the most important assets for your hotel operation, so the best place to start is by understanding where your current tech stack stands. Does your PMS solve your problems, or is it time to look for a newer upgrade that can give you more benefits?

In this guide, we have explored 5 core problems that your hotel PMS can solve and why it is essential for your hotel business success whether that is automating manual tasks or forecasting your revenue opportunities with real-time data insights. At Access Hospitality, we design our hotel PMS software, powered by Guestline Evo, to provide you with one centralised platform that understands your operational needs. With AI-powered technology, our hotel PMS allows you to see real-time data analytics that enable you to have full visibility across your teams to drive exceptional guest experiences. As our Technical Product Manager, Robert Ventura, explains:

"Our goal is to unify guest data across PMS, CRM and booking systems so hotels can anticipate needs. When you know a guest’s preferences before they arrive, you’re not just meeting expectations but you're exceeding them."