2019 Property Management Overview Supplement by Multimedia AU/NZ

Perfect PMS: Let AccomNews guide you through

Once upon a time, property management systems were a handy front office tool. Not anymore. Now, they’re the engine room for almost every aspect of an accom business, powering the smooth integration of everything from reservations to rate setting, billing to revenue management and housekeeping to maintenance. They are quite simply a critical component in delivering a seamless guest experience, while their ability to synchronise systems to speed up myriad everyday tasks makes them indispensable to property managers. Which means if you spend part of your day correcting double ups, dealing with booking errors or clicking through multiple screens for everyday tasks, you’re working with a system that’s out of date. Upgrading a property management system is a daunting task, but as Kylie McDonald from the Surfside and Shipwreck Bay holiday parks in Warrnambool attests,

A PMS that doesn’t allow you to record guest profiles or doesn’t integrate with CRM is not compatible with the modern approach to building guest loyalty. it can make an enormous difference to a business. The Victorian parks, which between them feature a massive 1049 sites and 25 cabins, made the upgrade from an RMS 8 to RMS 9+ system and Kylie says it has provided a big leap forward in terms of communication tools enabling staff to better manage bookings, site allocation and people movements. “We’re booking in the same amount of people but there’s no stress or pressure because we’re on top of everything all the time,” she said.

The new system has also proved invaluable in managing difficult situations. “We had an emergency with a work shed fire in the middle of January when the park was chock-a-block and I was able to manage via text message while the firemen did their job,” said Kylie. “We’d just send people updates of where things were at - I could let guests know what’s happening, why they had no power and warn them to keep away from the area. “It’s now part of our emergency management procedures.”

Do you have a PMS that works this hard? Let AccomNews help you navigate your journey through planning the perfect system.

What should it deliver? Flexibility: Property management software that is installed only on a front-desk computer, for example, requires staff to stop what they’re doing and return to the front desk every time they need to check information. Modern cloud PMSs are deployed online, which means they can be accessed remotely on computer or mobile, giving staff flexibility to log in from anywhere and improving operation response times and communication. Integration: A PMS which doesn’t integrate with your other hotel systems (point of sale, payment processing, customer relationship management software, in-room entertainment etc) means manually re-keying and managing data from multiple systems. This is time wasting and error prone, slowing down important tasks and potentially hampering efficient customer service. AccomNews, Autumn 2019

Packages and loyalty programs: Packages and special offers comprise a large part of modern accom marketing. Guest relationships are ever more important in this era of hyperpersonalisation. A PMS that doesn’t allow you to record guest profiles or doesn’t integrate with CRM is not compatible with the modern approach to building guest loyalty. Connectivity: Properties that do not provide the ability to book online are likely to be losing a significant chunk of business. It’s vital that a PMS connects to online sales channels (online travel agents, global distributions systems, etc) and automates availability and rate updates across those channels. As Karen Phillips, business development manager for Room Manager, says: “Your PMS and integrated channel manager should save you time and reduce any booking risk. “Your channel manager should be someone trusted who knows your business, can help you grow, offers distribution channels for your target market and provides a safe, secure connection including being PCI (payment card industry) compliant.”

Obviously, some managers and staff are more techsavvy than others, so when choosing a PMS supplier, bear in mind the level of ongoing support you’re likely to need. What are your business needs and considerations? Ease of use

no longer inclined to be glued to a desktop and will appreciate working with a PMS which is mobile-friendly and appcentric, offering easy device compatibility.

Obviously, some managers and staff are more tech-savvy than others, so when choosing a PMS supplier, bear in mind the level of ongoing support you’re likely to need - some suppliers, for example, offer face-to-face tutorials and seminars while others have 24-hour customer support.

Voice recognition and activation are the latest tech trends and should be a consideration when talking to PMS suppliers about their systems. They may not be as big in Moruya as they are in inner Melbourne right now, but the picture is changing fast and two years on, you don’t want to be starting again because your system is defunct.

Smartphones have become the new benchmark for ease of use. Like your guests, your staff are

Scalability is another important point to consider. Some systems are naturally more flexible than

others depending on their infrastructure. Scalability is important because if you’re able to update the software for years to come rather than install an entirely new system, it could save you time and money. Cloud-based systems offering an open API, which allows easy interaction with numerous other systems, provide great options for connectivity and scalability but don’t always guarantee greater efficiency, so weigh up the pros and cons based on your needs and what functions you think will enhance your property. This ties into…

Hosting onsite or via cloud How to host your PMS is something businesses must consider carefully, given the changing quality of internet availability nationwide. Even with most Australian providers now accessing the national broadband network, its speed and consistency can vary according to location. And while Aussies generally enjoy fast and effective internet coverage, providers are also sometimes challenged by extremes of topography which can cause fluctuations in broadband connectivity.

AccomNews, Autumn 2019

Cloud-based systems require a good internet service and offer great ease-of-use, with data managed and stored externally but accessible from any number of devices, usually with a clean and enjoyable interface. They tend to be fast and attract a lower initial investment. The main drawback comes down to data security, as it will always be a risk to store all your data externally. Hacking is a very real threat and the accommodation sector has been targeted numerous times in recent years, Marriott revealing a vast breach in December which had exposed the private information of some 500 million guests. Another drawback includes possible lag times if the external servers are located very remotely. With onsite hosting, security is tighter and internal operations are not reliant on an internet connection, although many of these systems can be integrated with online features. The drawbacks come down to the much greater maintenance responsibilities, less flexibility, fewer integration opportunities and a higher purchase cost, while hidden interface costs can also add up. Combined systems that act as hybrid solutions are also a possibility and available at different price points.

Data migration Harnessing guest data through your PMS allows delivery of useful information, packaged in easy-to-read, actionable reports.

This is why it’s so important to make sure that whenever you change PMS, you’ll be able to shift all your valuable current data over to the new system. Craig Chait, managing director of Xn protel Systems, says: “The wealth of historical data and forward reservations stored in a legacy property management system should be migrated to a new system to ensure business continuity and to maintain customer service levels. “While on one hand migrating profile and reservation data sounds simple enough, it’s more complex than you think. Firstly, what is the quality of the data? Are there profile duplicates? Old contact records? Who cleans this data up? Will this mean importing garbage data that isn’t relevant? “Then there is the question of changing the configuration of the new PMS from the old one to take advantage of new features, and more granular analytics. “Everything from rate codes to packages, market, segment codes, transaction and account codes, and so on – all valuable data that you may want to refresh and bring into the new PMS that ensures this business continuity and customer service levels. “Ensure your new PMS provider has the toolsets and expertise to migrate the data, and manipulate it to suit the new system and don’t settle for a blank canvas and hope for the best.”

Funding options Property management systems can be split into three main types: there’s the pay-per-room model, a tiered option and the one-time licence. They each have their pros and cons and differ slightly in price. Pay-per-room is a traditionally popular choice for accommodation providers looking to install new software. It generally involves a one-off installation fee and after that, the cost is monthly and usually generated based on the number of rooms in the property and/or the number of users who access the system. While this sounds reasonable, it can quickly add up if you have lots of rooms. However, discounts are usually available for very large properties. The tiered model is a type of PMS structure that can tie into the pay-per-room model. It usually targets a range of rooms rather than a specific number. Subscription-based, this is a middle-ground option bridging the gap between pay-per-room and a one-time licence fee. The various tiers add a plethora of different functions and winning features like bonus storage and other data capabilities. The higher the tier, the higher the price. There are also cloud and generic subscription options available with this model. A monthly subscription generally shapes up to around three times the payper-room model price and also attracts a one-time installation and training fee. But prices with the tier model fluctuate so widely

due to added functions and rooms that sample costs are hard to pin down. It really depends on what your specific property needs are, so it might be worth getting a few quotes from companies offering the different models. One-time licences have no longterm commitment or subscription cost. Providers simply pay a one-off fee to install and use the software and that is it. However, the initial fee will be much higher, depending on the company and type of offering. The benefit of this model is obviously that it’s a one-time payment, so depending on how long you plan to keep it, this could work out cheapest in the long run. There are also usually no contracts involved. However, the downside to this model is that there might be restrictions or extra fees in the fine print, so it is important to do your research on what works best for you and your property. Kylie Keane, director of sales and support at SIHOT, says the company’s PMS payment model provides operators with peace of mind through its approach of no lock-in contracts. “Our payment options allows the operator to pay as they use from month to month with the added advantage of adding and removing modules as required,” she said. “We always suggest that all the ‘nice to have’ features are not required upfront. Learn to use the main functions of the software and add new features as required – there’s no point paying for something you are not using.”

AccomNews, Autumn 2019

PMS | POS | SPA | CRM | CRS | WBE | APPS

Australia 1300 001 464 New Zealand 0800 001 464

www.xnprotel.com sales@xnprotel.com

PMS product overview Australia’s longest running Property Management System, Room Manager is your one-stop-shop to manage your reservations, payments, accounting and reports. Australian-owned with our head office on the Gold Coast, Room Manager is an easy to use cloud-based system, with full training provided and ongoing support to ensure your business continues to flourish. Room Manager is a robust system which provides you with the tools to expand your online presence. You have complete control over your rates, availability and distribution with integrated channel manager ResOnline and the expertise of our support teams working with you.

PMS product overview RMS Cloud has developed a best in class Property Management System used by more than 6000 properties in 31 countries. It’s robust and simple to operate with the ability to manage all key hotel admin and distribution functions from a single platform. The attractive RMS dashboard sums up all key metrics at a glance and can be customised to suit individual roles and preferences. RMS Cloud is also ideal for multi-property groups, allowing management to compare data across multiple properties, sharing performance metrics within a single enterprise database saving time and money.

Support overview Room Manager’s experienced team is available to support you with full training and ongoing support. Our support team offers combined decades worth of industry and software support experience, providing you with peace of mind that you will be supported at every stage. You will receive comprehensive training with a dedicated Training Specialist to ensure you feel completely confident in using Room Manager. Room Manager offers support via phone, email and chat, plus 24 hour self-help guides are available online.

Support overview We’ve got your back. RMS Cloud understands the importance of post-sales support and if customers have an issue, we are there to help 24/7 if required. Ongoing client education to ensure clients get the most from their experience is a priority and we have a fantastic learning library available through our website and other channels such YouTube, which features a comprehensive selection of instructional videos covering most aspects of the RMS system. In addition, our sales and support team run regular webinars covering key topics while individual training programs can be arranged.

Pricing structure overview There are no hidden fees with Room Manager! No setup fees. No training fees. No commission or additional fees charged by us on bookings. No lock in contract. One low monthly fee provides you with a robust all-in-one Property Management System including an online booking engine for your website and unlimited OTA connections. Contact us for a customised quotation at www.roommanager.com.au

Features at a glance • • • • • • •

Cloud-based for access anytime, anywhere, any device Operational 24/7 - receive bookings around the clock Easy setup and comprehensive training Powerful booking engine for your website Fully integrated channel manager ResOnline Sophisticated reservations calendar Room allotments

• • • • • • • • • •

Linked room availability Booking extras & upsells Payment gateway options Branded guest itineraries Customisable letters & SMS Payment reconciliation Housekeeping notes & reports Accounting & finance reports Integrations to XERO, MYOB and Quickbooks Build your own custom reports

Channel Management/Integration Room Manager is the only Property Management System that can provide seamless integration and unrivaled support for industry leading channel manager, ResOnline. ResOnline is a sister-product of Room Manager, with our team providing support for both Room Manager and ResOnline meaning you can have full confidence in our team’s extensive knowledge of both systems. We have preferred supplier relationships with the leading distribution channels including Booking.com, Expedia, Agoda, Airbnb and Bookeasy. Room Manager is seamlessly integrated with ResOnline, meaning once setup it will do all the hard work for you!

Contact information C Room Manager P 07 5668 2531 E support@roommanager.com.au W www.roommanager.com.au

Pricing structure overview Value for money is the core pricing proposition of RMS Cloud – and has been since the company was founded 35 years ago. RMS Cloud takes a customised approach, offering a range of pricing alternatives based on business structure, size, complexity and needs. Pricing is primarily subscription based with no requirement for long or fixed term contracts. The entry level package offers access to all key Property Management System features while add-ons such as the Internet Booking Engine and Channel Manager are available. RMS Cloud frequently benchmarks pricing of its products and services to ensure it remains ahead of the pack.

Features at a glance • • • • • • • •

Property Management System Built-In Channel Manager Internet Booking Engine Automated Correspondence Guest marketing tools Trust/Owner Accounting Event Management Guest & Corporate Portals

• • • • • • • •

Yield Management Point of sale Dynamic Pricing Data Display and analysis Tour Desk Housekeeping Enterprise capability Job Maintenance

Channel Management/Integration Managing multiple booking channels can be complex, confusing and time-consuming. But it need not be that way. The RMS Channel Manager is simple to use and seamlessly connects partner properties to all leading Online Travel Agents, Global Distribution Systems, bed banks and wholesalers. Best of all it’s built into the RMS Property Management System, eliminating the need to use a costly third-party provider. Convenience is also a huge plus with the ability to control inventory, rates and restrictions from within the Property Management System. Our average update speed is between 4 - 7 seconds, speeds no others can match.

Contact information C RMS P 03 8689 0075 E sales@rmscloud.com W www.rmscloud.com

AccomNews, Autumn 2019

PMS product overview SIHOT FLEX offers our clients the flexibility to work anywhere from any device. SIHOT offers a wide variety of solutions for major chains to sporting facilities, hostels, motels we have a solution for you. With over 30 years industry experience and over 3500 installations worldwide.

PMS product overview Protel offers a feature rich and extensively integrated PMS in both the ‘protel Air’ cloud-native solution (in Amazon AWS data centres worldwide), and the ‘protel’ on-premise Windows solution. Both capable of single property up to multi-hotel chain editions. Everything from rooms and guest management, housekeeping, maintenance, food & beverage, conference/banqueting, spa and leisure, staff/mobility apps, guest-facing technologies and more than 1,200 open-systems vendor integration, means that you benefit from latest technologies from experienced and industry-seasoned hotel experts. Discover for yourself how we optimize revenues, simplify operations and enhance the guest experience with our solutions.

Support overview SIHOT provides itself on delivering outstanding customer support. We are here to guide you through step by step. SIHOT offers business hours and 24 hours support. With offices around the globe. Contact our support lines via phone, online chat and email.

Pricing structure overview SIHOT PMS is modular based software that allows the property to individualise their system and only pay for what they need! We offer low monthly all-inclusive options including hosting ,rental of the software or purhcase outright. We will work out a pricing structure to meet any budget. Pricing can start as little as $140 per month.

Features at a glance • • • • • • • • • •

Front Office Management Trust Accounting Reservation Management Event Management Guest Feedback Housekeeping App GDS/OTA Integration Sales Management Mobile Apps Web Integration

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Cloud or Hosted Solutions Pre-Post Stay Emails SMS Guest Loyalty Central Reservations Multi Property Gift Certificates Accounts Receivable Management Interfacing POS, PABX, Door Locks Bed Management

Support overview Benefit from 20+ years in industry. We are a global market leader with 15,000 customers in 80 countries. Our local support team from offices in Sydney and Melbourne, provide comprehensive support, maintenance and upgrades, consulting and training to customers across Australia, New Zealand and Pacific. 24 x 7 x 365: Emergency support is available 24/7 by phone or online. All support is provided business or extended hours via phone, email,or online, backed by guaranteed Service Level response times. Our help desk, manuals, online videos and tutorials, online knowledgebase, webinars and workshops and custom training are some ways in which to enrich the user experience and onboard new staff.

Pricing structure overview We are one of the leading global PMS and hotel technology companies for good reason. Excellent value for money and unsurpassed service. No hidden costs and full transparency of pricing and services, now and into the future. Even for add-ons and customizations. We are cloud-native, so you will never pay for hardware, operating-systems, databases, or upgrades to use protel. We price our feature-rich PMS around your number of rooms and/or interfaces and some additional modules as you may need such as banquet/conference management or POS. This means that you pay only for what you use or need and not what you are bundled with.

Features at a glance • • • • • • • • •

Channel Management/Integration Let the experts handle the channel management while we focus on delivering the best possible PMS solution. SIHOT integrates with SITEMINDER and Travelclick. SIHOT Web which allows direct bookings free of charge to come from your own property website 100% commission free.

Contact information C SIHOT P 07 5634 9527 W www.sihot.com

E management-au@sihot.com

Native cloud based or on-site versions Single & multi-property editions Yield management & dynamic pricing Advanced reporting, dashboards & analytics Staff mobility apps/tablets/phones/web Guest mobile/web access Email & SMS Integration Dynamic guest marketing & automations Conference/Event management

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Groups & Allotment management Intelligent profile ‘whisper screens’ Virtual Rooms management Over 1,200 industry integrations Travel agency management F&B Point of Sale Gift vouchers Central Reservations options Web booking/OTA/GDS options PCI compliant/GDPR compliant

Channel Management/Integration Web Bookings: 4 web booking options to choose for PMS, Conference/ Banqueting and Spa/Golf/Dining/Activities for single sites to hotel chains. Mobile responsive, 2-way real-time and managed from within the PMS. We also integrate with many industry web booking engines. Channel Management & GDS: We provide some leading direct OTA connections and own ‘XN’ GDS chain code to use, but also integrate with many channel managers such as Siteminder, SynXis, STAAH, Update247, Levart, TravelClick, and many more. Central Reservations: Can be managed within the multi-hotel PMS version or using the XMS central reservation system, managing hotel chains. Also integrate with many 3rd party CRS systems.

Contact information C Xn protel Systems P 1300 001 464 E sales@xnprotel.com W www.xnprotel.com

AccomNews, Autumn 2019

RMS Cloud: Property Management Simplified RMS Cloud builds world-leading hospitality technology for motels, hotels, apartments and holiday parks. Our software is robust, cost-effective and always evolving to ensure user relevance. Based around an acclaimed Property Management System, RMS software modules are designed to simplify the complex task of running an accommodation business, from checking in guests through to boosting sales, rates and distribution, all you need is an internet browser.

rmscloud.com

Direct Distribution

Point of Sale

Internet Booking Engine

Easy Integration

Enterprise PMS Software

Free Global Support

Eliminate dependence on third party Channel Managers for distribution

Powerful booking engine, customised for your business

Manage, report, collaborate and cross sell across your portfolio

Seamless connectivity with your food and beverage or retail outlets

RMS integrates with the leading software partners

24/7 x 365 days a year, with no hidden costs

AND MUCH MORE!

03 8399 9462

sales@rms.com.au