Key report findings
The PMS User Experience
Report: Key findings
The report revealed critical insights into the PMS user experience for frontline employees and managers.
73%
of employees are trained in-person
Manual training
In-person training takes managers away from the floor, increasing labor costs and affecting service levels. While this might be manageable if training were infrequent, high employee turnover means that for many hotels, training is a near-continuous process.
4
months to feel confident using PMS
Confidence
52.2% of managers estimated that it takes between four months and three years for front desk staff to feel confident using the PMS. While still learning the system, employees are prone to errors and rely heavily on others for assistance.
80%
of employees have a positive view of the PMS
Efficiency and productivity
Most respondents agreed or strongly agreed that their PMS is highly useful, increasing their productivity and efficiency, and improving their ability to perform their jobs. That said, ratings were slightly lower when it came to the PMS’s ability to reduce mistakes.
38%
employees left their job due to the PMS
Retention
There was a negative association between employee ratings of the PMS’s usefulness and their likelihood of leaving their current employer. While the PMS experience may not be the primary reason employees leave a hotel, it is a contributing factor.
The survey results revealed 7 key findings. Discover the rest.
Read the report
Manager feedback: Barriers to using the PMS
To gather deeper insights, the survey asked managers an open-ended question: “What are the common issues or barriers non-experienced front desk team members face when working with the PMS?”
The candid feedback sheds light on areas where PMS platforms may hinder employee performance, slow operations, and negatively impact the guest experience. These issues were relatively consistent across all countries, suggesting they are widespread challenges.
The interface can seem confusing and overwhelming as sometimes you have to open more than one window simultaneously to perform a task, and this can cause the feeling of having many tasks to do at the same time.
Front Desk Manager in Mexico
The commonly incorrect or incomplete data entry can cause complications in reservations, billing, and guest records which can be time-consuming to rectify.
Front Desk Supervisor in Canada
It is hard for them to always know the easiest way to do something, so they may take longer to accomplish tasks when inexperienced.
Housekeeping Supervisor in the US
When they make a mistake and can’t figure how to sort it out. This keeps the customer waiting until another staff member can help sort the mistake out. Sometimes the new staff rush their way round the system clicking several icons without thinking.
Revenue Manager in the UK
I can tell they are having a hard time getting used to it [the PMS]. Nevertheless, we have the best staff we could hope for this year.
Assistant Director in Spain
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