Deliver Superior Guest Experiences and Efficient Operations With the Right Property Management System

Determine the value an effective PMS can have on the business.

Analyst Perspective

The right PMS can provide a competitive advantage

A property management system (PMS) is the core of any hotel, the key to a successful hospitality business. PMSs need to innovate with the rest of the industry to remain competitive and meet modern hotelier needs. It can be challenging to analyze and determine the value of various PMS vendors to decide whether the hotel should switch their PMS. Understanding the various trends in this market, the value of an effective PMS, and vendors will allow hoteliers to better inform their decisions.

Having the right PMS in place offers many advantages for a hotel, reducing the time spent on certain tasks and improving revenues. It’s important to note, however, that those advantages only occur when the system is flexible, simple, and provides control and proper service to guests. If the system and model are selected carefully, the PMS is the most valuable system in any hotel.

Elizabeth Silva
Research Analyst, Gaming, Hospitality, Sports & Entertainment Industry
Info-Tech Research Group

Executive Summary

Info-Tech Insight
To remain competitive and meet modern guest needs, hoteliers must evolve with the market and focus on differentiating capabilities to meet business objectives and goals.

A property management system manages all aspects of hotel operations

A property management system (PMS) is a critical business operations system. This system enables hoteliers to deliver superior guest experiences through hotel management of front-office and booking capabilities.

A central reservation system (CRS) is software that contains the hotel’s availability, rates, and inventory to manage bookings in tandem with a channel manager. It can be considered the main part of a PMS or it can be used on its own. A CRS and PMS can be deployed with different models to suit the needs of the property (e.g. cloud CRS and on-premises PMS).

A channel manager connects the PMS and all other interfaces such as a CRS across multiple channels, including online travel agencies (OTAs), global distribution systems (GDSs), wholesalers, the hotel’s own website, etc. This can be part of the PMS within the CRS, or it can be independent software.

Source: Altexsoft, 2020

Info-Tech Insight
The PMS will store most of the guest data. Accurate data will help differentiate the guest experience by allowing hoteliers to identify the needs and preferences of guests. This will enable revenue optimization through evaluating guest behaviors.

The PMS environment includes various integrations

Understand the PMS environment in depth before evaluating solutions. it’s important to comprehend your specific environment to ensure the PMS solution will integrate with all outlets in the organization’s digital environment.

An effective property management system will deliver superior guest experiences while mitigating risk

A PMS allows hotel properties to focus and improve their daily tasks and operations enhancing overall efficiencies. This will allow management and associates more time to focus on the guest experience and hospitality aspect of the business.

Improve the guest experience

• Reduce time spent on administrative tasks
• Increase online presence
• Improve hyper-personalization
• Enhance relationships with guests
• Improve upselling
• Enable frictionless experiences

Mitigate risk

• Reduce human error through automated tasks
• Efficiently manage distribution channels
• Effectively manage pricing strategy
• Streamline operations through integration
• Improve level of data security

9% of hoteliers believe their guest-facing technologies are better than those of their competitors.
Source: Hospitality Technology, 2022

69% of hoteliers are adding, upgrading, or switching suppliers of their PMS in 2023.
Source: Hospitality Technology, 2023

PMS market disruption is coming from multiple sources

Modern developments have driven digital-first expectations among consumers. Satisfying guest expectations is only possible with the right PMS technology with these capabilities:

• Online bookings through guests' preferred channels
• Self-service check-in (kiosk or mobile)
• Keyless room entry (mobile key)
• Flexible payment options (buy now, pay later or financing)
• Mobile housekeeping optimization (status updates, housekeeping requests, variable services)

However, it’s important to note that none of these features are successful without:

• Flexibility: Give guests the flexibility to do what they want, when they want, through digital means.
• Control: When technology provides guests with control, they can create and personalize their own experience before they arrive. This technology should work seamlessly across devices and channels and provide communication between the guest and the rest of the hotel.
• Simplicity: Guests want technology that’s stress-free and easy to use.
• Service: When done right, technology can make the hotel experience more convenient and reduce service times.
• Common and intuitive: The technology must be omnichannel and the same across multiple properties.

100% of hoteliers currently offer or plan to add mobile reservations, mobile check-in, and mobile room keys.
Source: Hospitality Technology, 2023

65% of hoteliers implement new technologies because of the ease of use for internal and external customers.
Source: Statista, 2021

Technology is the key disruptor in the property management system market

Disrupting factors

Deliver Superior Guest Experiences and Efficient Operations With the Right PMS

To remain competitive and meet modern guest needs, hoteliers must evolve with the market and focus on differentiating capabilities to meet business objectives and goals.

The Disruptors

• The acceleration of digital transformation
• The demand for AI/ML capabilities
• The ability to integrate with other systems
• The speed of IoT development
• The rise of e-hoteliers, resellers, and alternative accommodations

The Solution

1 PMS deployment models: cloud, on-premises, hybrid

Consider the different PMS deployment models, technical requirements, and costs to understand what model best fits the property and its objectives.

2 Value streams, capabilities, and processes within scope

Define the organization’s key capabilities through cost and competitive advantages to comprehend the current organizational state and what it needs from a new PMS, vetted through a value chain analysis.

Hotel value stream

Attract Guest > Service Guests > Retain Guests

Business capability map

PMS processes

Reporting CXM Loyalty

3 Analyzed PMS vendors

Review the vendor functional criteria Info-Tech analyzed for eight key players in the PMS market that have functional viability for various hotel properties.

Consider risk versus reward when deciding whether to buy or build a PMS

Buy

Reward

• Stick to the core business of hospitality rather than becoming a software company.
• Implementation is quicker and easier than building.
• Significantly cheaper to buy an off-the-shelf PMS vs. building.
• Suited for small, medium, and large sized hotels.
• No need for development teams.
• Vendor products can provide in-depth functionality.
• Vendor support can make enhancement easier.

Risk

• Limited customizability, where not all needs may be satisfied (depending on the system).
• Vendor lock-in.

Build

Reward

• Unlimited customization; the system can be built to specific hotelier needs.
• Vendor stability is not a factor since everything is in-house.

Risk

• Heavy financial burden. The probability of technical debt turning into a technical deficit is higher.
• Time consuming to build a PMS from scratch.
• Better suited for large hotel operations (corporate).
• Higher risk associated as the hotel becomes fully accountable.
• Need for frequent updates can take valuable developer resources away from other projects.
• Resources are limited.

Source: CiHMS, 21 Feb 2021

Consider the different PMS models

Sources: CiHMS, 23 Mar 2021; Webrezpro, n.d.

Info-Tech Insight
Properties that want to keep their data in the same data center for compliance reasons will require an on-premises, hybrid, self-hosted, or private cloud PMS.

Determine how the PMS impacts the business

Hotel Business Capability Map

In business architecture, the primary view of an organization is known as a business capability map, which is made of business capabilities and value chains.

A business capability defines what a business does to enable value creation, rather than how.

A value chain is a high-level analysis of how the industry creates value for the consumer as an overall end-to-end process.

A business capability map provides details that help the business architecture practitioner direct attention to a specific area of the business for further assessment.

The capabilities that have been highlighted receive a cost and competitive advantage through an effective PMS.

Illustrative Example

Activity 1.1 Define the organization’s key capabilities

1-2 hours

1. Determine the cost advantage creators. Focus on capabilities that drive a cost advantage for your organization. If your organization has a cost advantage over competitors, the capabilities that enable it should be identified and prioritized. Highlight these capabilities and prioritize the programs that support them.
   1. What is the source of your cost advantage? IT should support the capabilities that drive the cost advantage.
   2. Is the industry you operate in sensitive to price fluctuations?
   3. Don’t focus on capabilities that create an unsustainable cost advantage. Take a long-term perspective and allocate your resources wisely.
2. Determine the competitive advantage creators. Prioritize capabilities that give your organization an edge over rivals. If your organization has no cost advantage over competitors, determine whether it can deliver differentiated end-customer experiences. Once you identify competitive advantages, understand which capabilities enable them. These capabilities are critical to the success of the organization and should be highly supported.
   1. Does your organization provide any products or services that customers consider superior to competitive offerings?
   2. Which capabilities enable the competitive advantage?
   3. How easy is it for competitors to neutralize your competitive advantage? Focus on capabilities that are difficult for competitors to replicate as these create a more sustainable advantage.
   4. Don’t just determine the competitive advantages. Incorporate various perspectives from throughout the organization to truly understand how the organization competes in the marketplace.

Activity 1.1 Define the organization’s key capabilities

Hotel Business Capability Map

Templated Worksheet

Analyze the property management system with value chains

Illustrative Example

Activity 1.2 Value chain analysis

1-2 hours

1. The first step in delivering value is defining how it will happen through the PMS being considered. Use the organization’s industry context to start a discussion on how value is created for stakeholders (internal or external such as staff). Working back from the moment value is realized by the stakeholder, consider the sequence of steps required to deliver value in the business and industry.
2. Identify value streams, chains, and stakeholders that are associated with the PMS being analyzed. Typically, the stakeholders are those who benefit from the value chain.
3. Once the key value chain has been identified within the value stream element, evaluate the individual business capabilities within the value chain and identify areas for transformation.
4. Evaluate the capabilities based on:
   • The level of pain or risk experienced by a stakeholder to accomplish that process or capability
   • The financial impact the process or capability has on the organization
   • Capabilities that pose both a high level of pain or risk and financial impact should be prioritized for transformation
5. Further analyze the prioritized capabilities for transformation by determining the greatest risks, complexity, key benefits, dependencies, and financial revenue impacted by the PMS. This should address how a PMS will improve the value chain and its transformation.

Activity 1.2 Value chain analysis

Templated Worksheet

PMS Capabilities & Processes

Expanded hospitality business capability map to PMS processes

Illustrative Example

Activity 1.3 Identify opportunities through a PMS assessment

1-2 hours

• Business agility is essential for staying competitive and developing resilience to changing market conditions. The application portfolio, especially the property management system, must support business needs and advantages sufficiently through functional flexibility and efficiency.
• Assess the current state of the PMS with the following criteria:
  • Green: Process is well supported by the PMS.
  • Yellow: Process is moderately supported by the PMS.
  • Red: Process is somewhat supported by the PMS.
  • Black: Process is unsupported by the PMS.
• Adopting a value-chain-based approach to assess the current property management system will enable IT and business units to identify opportunities to:
  • Rationalize the property management system processes and features.
  • Automate tasks through the strategic selection and implementation of property management system processes.
  • Integrate applications with the PMS that have cross-capability functions.
  • Eliminate redundant or legacy applications and features that deliver insufficient value.
  • Identify areas of customer and employee experience friction and potential areas of ROI drivers.
• The color-coded areas in this activity will address the capabilities the organization should focus on for a new PMS solution and vendor.

Download GHRC's Hotel Industry Reference Architecture

Activity 1.3 Identify opportunities through a PMS assessment

Customize this business capability map to match the specific organization’s key value chains, capabilities, and processes to properly assess the current-state PMS.

Templated Worksheet

Improve hotel operations with the right data and metrics

22% of hoteliers believe their hotel operational technologies are better than those of their competitors.

Source: Hospitality Technology, 2022

Property Management System Vendor Landscape

Key players

Info-Tech identified eight key players in the property management system space that have functional viability for various hotel properties.

Agilysys Versa
A completely modern browser and API-based enterprise-ready, all-in-one solution for full-service resorts, boutiques, and hotels.

OPERA Cloud
Oracle cloud-based property management systems (PMS) offers new ways to innovate.

SynXis Property Hub
Simplify your hotel operations and distribution with SynXis Property Hub, Sabre’s revolutionary property management system.

Maestro PMS
Whether you need a cloud solution or an on-premises solution, Maestro offers a robust, PCI secure, feature identical, stable solution.

StayNTouch PMS
Deliver the guest experience you dream of with a full-featured, easy-to-use and easy-to-train-on cloud PMS.

Infor HMS
This cloud-based PMS is adaptive to meet hospitality challenges today and tomorrow.

Shiji Enterprise PMS
Shiji Enterprise was built for hotel groups and chains with a global presence, simple maintenance, and enterprise-level security.

Mews Enterprise
Mews is a PMS designed to simplify and automate all operations for modern hoteliers and their guests.

Vendor Quadrant

This quadrant is an objective overview of the landscape. The results are based on the expert opinion of InfoTech’s analyst and secondary research specific to the hospitality industry.

Legend

Vendor Functionality
Does the vendor have a strong breadth and depth of capabilities in the PMS space?

Vendor Footprint
How big and how viable is the vendor? Do they have a valid roadmap?

Vendor functional criteria

Top-level features for property management systems that Info-Tech looked for in vendors

Vendor Description

• Agilysys has been a leader in the hospitality industry for more than 40 years with a track record for being reliable. They deliver modular and integrated software solutions for the hospitality industry, where delivering exceptional guest experiences, retaining staff, and growing profits are key objectives. Agilysys operates across North America, Europe, APAC, and India.

Product Description

• Agilysys PMS provides an ecosystem of solutions designed for the new era in hospitality. These fully integrated property management systems run on a modern browser and API-based platform, offering seamless cloud-native property management for branded and independent hotels and resorts with the flexibility to deploy on-premises. Centered on choice and flexibility, PMS solutions including Agilysys Versa, Agilysys Stay and Agilysys LMS deliver options designed for every property type and preference.

Feature analysis for Agilysys PMS

Facts that may influence your decision:

• Announced an agreement with Marriott International to deploy the cloud-native PMS across luxury, premium, and select service properties in the US and Canada in 2022.
• Fiscal 2023 third-quarter revenue rose 26.5% to a record $49.9 million (Agilysys, 2023).
• Agilysys PMS offers three core solution options: Versa, LMS, and Stay. Versa is for full-service resorts and hotels, LMS is for large-scale resorts, and Stay is cloud only.

Case study

Saba Rock uses Agilysys Stay to delight guests, retain staff, and grow revenue

Challenge

• Saba Rock was looking for a cloud-native SaaS PMS solution as part of its post-hurricane rebuilding process.
• They needed a PMS solution and online reservations engine to allow them to focus on the guest experience and not the software.

Solution

• Agilysys Stay PMS welcomes guests at check-in and, with ready access to guest preferences, allows staff to connect on a personal level.
• A focus on business-driven outcomes helps Saba Rock increase revenue, reduce operating costs, and strengthen guest connections with an easy-to-use browser-based user interface.

Results

• Agilysys Stay has helped Saba Rock realize fast time-to-value through improved operational efficiency and elevated guest service.
• Real-time information allows Saba Rock to accurately forecast demand and scale services accordingly.

Analyst Recommendations

• In this industry, working with a PMS vendor that allows the business to focus on hospitality rather than the tech is critical.
• Consider a PMS that provides a focus on business-driven outcomes. This provides a competitive and cost advantage to the organization, where operational efficiencies and experiences improve.

INDUSTRY:
Gaming & Hospitality

SOURCE:
Agilysys, 2021

Vendor Description

• Oracle is a multinational computer technology corporation. It is one of the largest software companies in the world by revenue and market capitalization. Today, Oracle solutions are implemented in more than 40,000 sites across 200 countries. Oracle is a leading technology provider in many industries, especially in the hospitality space, with Oracle Cloud being their newest PMS offering.

Product Description

• OPERA Cloud PMS is an open-architecture, built-in integration services and open API software that allows innovation and centralizes data. OPERA Cloud continues to be enhanced and improved with additional features and functionality to meet modern hotelier needs. Oracle also has their OPERA 5 PMS product for hoteliers that want an on-premises or self-hosted solution.

Feature analysis for OPERA Cloud

Facts that may influence your decision:

• One of the few vendors who offer a hybrid/self-hosted solution with their OPERA 5 PMS, if cloud is not the preferred deployment. However, OPERA Cloud is the focus of their innovations.
• Offers OPERA Digital Assistant: a chatbot that enables a user to remain on the same page yet complete various tasks with the Digital Assistant, such as checking in a guest, changing the housekeeping status of a room, or checking statistics for future dates.

Case study

Lindner Hotels uses OPERA Cloud PMS to simplify and automate processes

Challenge

• Lindner Hotels had a list of criteria that needed to be met with a cloud PMS.
• Creating happy internal and external customers was one of the most important items on the criteria list. To have happy guests, the organization needed happy staff enabling seamless experiences.
• Simplification of processes, integrations, and improved data quality were required items to drive customer satisfaction for Lindner Hotels.

Solution

• Deploying OPERA Cloud came with its built-in Oracle Hospitality Integration Platform (OHIP), providing unlimited access to data and functionality to develop and integrate high-demand products & services with vendors and partners.
• Using Oracle’s Nor1 upsell solution allows the hotel to send offers to guests before they arrive, reducing upselling efforts and low conversation rates.

Results

• Oracle’s OHIP streamlines integrations with vendors and partners by allowing them to log in to the platform, start testing products, create an integration, and let the hotel know when the product is ready for use minimizing the amount of effort for the property.
• Nor1 upsell solution allows Lindner to create additional revenue streams, using machine learning (ML) to create compelling offers to each guest for the best likelihood of a conversion, reducing upselling efforts from staff and saving time.

Analyst Recommendations

• Lindner Hotels achieved success by taking advantage of technology to improve efficiencies and data, streamline processes and guest experiences, and reduce labor.
• Hoteliers should use a PMS that will improve multiple areas of hotel operations and the overall business strategy. By doing this, hotels optimize their data and assets and gain an advantage over those who rely on manual processes.

INDUSTRY:
Hospitality

SOURCE:
Oracle, 2022

Vendor Description

• Sabre Hospitality Solutions is a leading technology provider for the hospitality industry serving more than 40,000 hotels, resorts, and chains across 160 countries. The Sabre SynXis platform powers various integrated solutions to provide value and revenue for hoteliers, handling reservations, property management, distribution, marketing, and more within one suite.

Product Description

• Sabre’s SynXis Property Hub is a cloud-native PMS with an intuitive US design putting guests at the center of all interactions while enhancing guest engagement and streamlining hotel operations. This web-based solution allows hoteliers to manage inventory, reservations, guest profiles, staffing, back-office, and payments integration.

Feature analysis for SynXis Property Hub

Facts that may influence your decision:

• Sabre provides various solutions where a full tech stack can be developed and deployed. This includes a CRS, booking engine, digital marketing, online travel agency (OTA) distribution, task management, guest engagement, and more.
• Sabre SynXis has a large footprint where they operate in various countries across the globe.

Case study

Blue Diamond Resorts increases direct booking revenue with SynXis

Challenge

• Blue Diamond Resorts had immense growth with their multi-brand portfolio, and the increasing volume of hotel bookings made the organization realize their technology issues.
• Blue Diamond used siloed systems across many vendors, which caused data, connectivity, and rate management capabilities to suffer.
• These challenges hindered their pricing model and capabilities since all processes were highly manual and time consuming.

Solution

• Working with a vendor who could provide the technology and guidance to improve their pricing model and capabilities was a top priority.
• Blue Diamond worked with Sabre’s engineering team to identify pricing and rate management functionality that would reduce and eliminate inefficiencies without creating rate disparity.

Results

• SynXis is now the central hub for all properties, creating two-way connectivity for easily building dynamic prices. Additionally, being able to seamlessly integrate with all partners at the same time with the right price has simplified many processes.
• A 250% increase in online direct revenues occurred once SynXis was deployed, making the switch a great success.

Analyst Recommendations

• Consider working with a PMS vendor who provides additional support and resources to meet business objectives. Working with a vendor's team to create the right functionality for the hotel will enable the overall business strategy and objectives.
• Deploy a PMS that is scalable to avoid future technology challenges as the business grows. Purchasing the right PMS will avoid future switching efforts and costs.

INDUSTRY:
Hospitality

SOURCE:
Sabre Hospitality, 2022

Vendor Description

• Maestro has been in business for over 45 years creating innovative hospitality PMSs in 20 different countries. They are known for their customization and outstanding customer service. Maestro was the first PMS to go to market with a fully integrated Windows PMS and sales and catering solution with cloud, web, and mobile-based solutions.

Product Description

• Maestro PMS has 20+ integrated modules on a single database for hotels, condo hotels, luxury resorts, conference centers, and multi-property groups. They have several deployment options from Windows and web browsers: cloud-hosted, on-premises, self-hosted, or private cloud. Maestro PMS is a fully customizable solution with several à la carte options, including a mobile app for contactless service and many third-party integrations.

Feature analysis for Maestro PMS

Facts that may influence your decision:

• Maestro is payment card industry (PCI) certified, Europay Mastercard & Visa (EMV) ready, and offers full general data protection regulation (GDPR) security measures.
• Integrated suite of à la carte modules include sales, catering, condo, spa, additional activities, loyalty memberships, and a booking engine for both day and lodging guests.
• Marketing capabilities include unlimited automated e-confirmations, social media hooks, e-marketing features, and integrated e-guest surveys.

Case study

AKA Hotel Residences uses Maestro Web PMS to satisfy their unique requirements

Challenge

• The Director of IT at AKA was seeking a PMS to manage all 11 US properties that could support their flexible and long-term stay options, deliver robust reporting and analytics, integrate with multiple third-party systems, have 24/7 North American support, and be managed in one database from the cloud.

Solution

• Maestro’s Web PMS Multi-Property System was the right solution for AKA, as it provided them with:
  • Multi-property front-office and housekeeping management
  • CRM and CRS management
  • Guest experience surveys
  • Reporting and analytics
  • Online and mobile check-in, digital registration, and signatures
  • Yield management and rate optimization

Results

• Maestro’s Multi-Property PMS allowed AKA to have full flexibility and control with their long- and short-term stays. Having full customizability with operational areas such as housekeeping to offer different packages with their long-term stays and specialized reporting and analytics provides AKA with business-wide insights. Open API capability allows AKA to save time and costs with developments that easily integrate with other vendors.

Analyst Recommendations

• it’s better to work with a vendor who can satisfy the unique requirements of the organization than a vendor with a large footprint.
• Consider prioritizing solutions with a strong breadth and depth of capabilities for the organization.

INDUSTRY:
Hospitality

SOURCE:
Maestro PMS, 2019.

Vendor Description

• StayNTouch is a cloud-native PMS which aims to increase revenue, reduce costs, mobilize staff, and enhance the guest experience with intuitive user experience (UX) for forward-thinking hotels, resorts, and casinos. StayNTouch has a 90% client retention rate, 99.97% system uptime, and 240% return on investment (ROI) since launching in 2012.

Product Description

• StayNTouch PMS is an easy-to-use and guest-centric PMS, making it possible to streamline hotel operations and manage assets with flexibility. The ability to integrate the hotel’s entire tech ecosystem and enhance the guest experience is a reality with StayNTouch PMS.

Feature analysis for StayNTouch PMS

Facts that may influence your decision:

• Chain management module allows hoteliers to switch between chain, group, and individual property viewpoints while managing availability across the portfolio.
• Over 1100 integrations, 40+ online travel agency (OTA) interfaces, and connects to an open API allow for full customizability and flexibility.
• 60% of staff can become mobilized, 18% conversion rate on room upsells, and 50%+ conversion on self-check-in.

Case study

Modus Hotels delivers one-of-a-kind experiences with StayNTouch

Challenge

• Modus Hotels was looking for a well-priced PMS solution that would be customizable to deliver personalized experiences and improve their services.
• Having a cloud-based and mobile PMS would allow the flexibility sought by the organization and create unique experiences across their brands and guests.

Solution

• StayNTouch provided Modus Hotels with a flexible PMS providing adaptability and scalability at an affordable price.
• Providing Modus Hotels with a mobile solution, various check-in options, and a high level of service and support at an affordable price were big factors when selecting StayNTouch.

Results

• StayNTouch’s mobile solution allows Modus Hotels� associates to move around the hotel and create relationships with guests rather than being stuck at the front desk.
• Allowing guests to choose their preferred method of check-in/out gives the guest control over their experience, improving their satisfaction level.

Analyst Recommendations

• Hotel properties with various business models should consider working with vendors who can support those unique needs through technology.
• Don’t be afraid to take an entrepreneurial approach to the PMS or other technologies to create advantages and differentiators between the hotel and its competitors.

INDUSTRY:
Hospitality

SOURCE:
StayNTouch, 2017

Vendor Description

• Infor is a global leader in cloud software for various industries. Infor develops solutions for hospitality, manufacturing, healthcare, food and beverage, etc. Infor’s mission is to deliver sustainable operational advantages with security and faster time to value. Over 60,000 organizations in 175 countries rely on Infor’s products to achieve their business goals.

Product Description

• Infor HMS (hospitality management solution) is a cloud-based PMS that connects every aspect of operations to the guest experience to develop a seamless guest journey, meeting and exceeding business goals. This solution will provide scalability to solve present needs and future challenges.

Feature analysis for Infor HMS

Facts that may influence your decision:

• Multi-tenant cloud architecture with Amazon Web Services (AWS).
• Customizable display and functionality for various use cases.
• Detailed organization-wide intelligence and reporting to drive strategy through accessible reports.

Case study

Mandarin Oriental Hotel Group partners with Infor HMS for global transformation

Challenge

• Mandarin Oriental is a leader in the luxury hospitality industry, where delivering excellent service, personalized services, and tracking guest history and preferences are top priorities.
• The correct technology and platforms are necessary to successfully execute and scale these capabilities. Expanding to other regions and supporting new payment options would be impossible without transformation.

Solution

• To deliver on these capabilities, Mandarin Oriental selected Infor’s Hospitality Management Solution (HMS) as their main PMS.
• Migrating to Infor’s HMS has allowed Mandarin Oriental to provide best-in-class services and solutions to their guests and staff while seamlessly integrating with other systems.
• Infor HMS rolled out to 21 properties, with new properties to follow, within nine months between 2019 and 2020.

Results

• A reduction of administrative tasks and focus on delivering core business capabilities and values was enabled by this implementation.
• A secure and supported cloud data environment is now provided for all global properties.
• Improved personalization through efficient guest history and preference tracking.
• Scalability is supported to expand to other regions.

Analyst Recommendations

• The Mandarin Oriental Hotel Group example suggests how an organization can improve their cost and competitive advantages while enhancing the guest experience.
• it’s important to note what others have done in the industry when considering your own organization and business strategy, as improving your cost, competitiveness, and guest experience are top revenue generators within hospitality.

INDUSTRY:
Hospitality

SOURCE:
Infor, 2022

Vendor Description

• Shiji Group is a multinational technology company creating software solutions for the hospitality food and beverage, retail, and entertainment industries. Shiji Group comprises of 80+ subsidiaries and brands in 23+ countries, including 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets.

Product Description

• Shiji Enterprise Platform is a cloud PMS allowing for ease of portfolio configuration from a global, regional, or brand perspective. Shiji allows global-presence hoteliers to scale and deploy their product fast while being easy to maintain and equipped with enterprise level security.

Feature analysis for Shiji Enterprise PMS

Facts that may influence your decision:

• Shiji provides a secure and scalable full technology stack including point of sale (POS), distribution solutions, payment solutions, enhanced guest experience modules, etc.
• The platform is built on an event-driven architecture, allowing for dozens of microservices to run simultaneously and independently improving speed and efficiency.
• An API-first architecture, with over 1,200 API endpoints, makes all integrations possible and customizable.

Case study

Sircle Collection partners with Shiji to solve operational challenges

Challenge

• Sircle Collection was looking for a vendor who could support their strategic vision. This vision was centered around supporting the business and empowering internal and external customers through technology.
• Identifying the processes that would eliminate pain points for all customers while focusing on hospitality rather than systems was key for Sircle.

Solution

• Sircle identified five core goals for the business and a PMS solution:
  • Make data-driven decisions
  • Create high-performing teams
  • Exceed privacy and security expectations
  • Modernize IT infrastructure
  • Create a long-lasting technology stack

Results

• Increased flexibility since operating on a single cloud platform, where associates can work between different properties since all the technology and workflows are the same.
• Workflow automation has benefited the organization by improving team and company performance, where the next phase of improved operations and integrations will allow for enhanced upselling and omnichannel communication.

Analyst Recommendations

• Create business goals and objectives to align the PMS solution with the organization. This will allow for a straightforward vision of what the PMS solution should deliver to the organization.
• Creating goals and objectives will allow you to easily evaluate if the PMS is meeting needs.

INDUSTRY:
Hospitality

SOURCE:
Shiji Group, 2022

Vendor Description

• Mews is a European organization servicing the hospitality industry through cloud-based software such as PMS, POS, payment solutions, and more. Their mission is to empower hoteliers to improve performance, maximize revenue, and provide great guest experiences through their technology stack.

Product Description

• Mews Enterprise allows hoteliers to be in control of their reservations, revenue management, front-office, and housekeeping. With 3,253 hotels in 70+ different countries, Mews is a scalable product at an affordable price for independent hotels, hostels, or group hotels that are looking to keep within a budget.

Feature analysis for Mews Enterprise

Facts That Will Influence Your Decisions:

• Mews University (online academy) is included for ease of training.
• Mews Enterprise uses an open API to make integrations customizable and flexible.
• Mews Payments is included where an integrated payment gateway exists.

Case study

9Hotel Collection improves RevPAR, occupancy, and ADR with Mews

Challenge

• 9Hotel Collection struggled to increase their direct online bookings and overly relied on online travel agency (OTA) bookings, which created tremendous revenue loss. This motivated 9Hotel to seek a PMS solution that would improve their direct online booking strategy.
• The organization sought to improve their key performance indicators (KPIs) to drive major improvements through a PMS.

Solution

• All 9Hotel Collection properties utilize Mews Booking Engine to give guests the opportunity to make reservations directly without the use of an OTA.
• This booking process provides full customizability to guests where they can choose early check-in, housekeeping packages, and various rates.
• Mews Hospitality Cloud provided clean and intuitive dashboards, streamlining and automating guest journeys with the ability to integrate with several other systems.

Results

• Since utilizing Mews Booking Engine, all properties of 9Hotel Collection have seen a:
  • 3.3% average booking conversion rate
  • 30% higher alternative dispute resolution (ADR) for booking engine reservations compared to channel manager bookings
• 65% increase in occupancy and 39% increase in revenue generated per available room (RevPAR) from 2019-2022.

Analyst Recommendations

• Ensure the organization is ready for complete digital transformation. If an organization currently struggles with booking rates and other standard KPIs, it’s important to address those pain points before moving on to more complex and innovative initiatives.
• Consider a project roadmap to detail where the organization needs to start to completely and successfully transform the PMS.

INDUSTRY:
Hospitality

SOURCE:
Mews, n.d.

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Research Contributors & Experts

Maestro PMS
Sales Coordinator
Maestro PMS

Laura Calin
Group Vice President
Oracle Hospitality

Anonymous Contributor
VP of Hotel Technology
International Luxury Hotel & Resort Company

Anonymous Contributor
Analyst Relations Coordinator
Property Management System Vendor

Anonymous Contributor
Director of Product Marketing
Property Management System Vendor

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