GuestJoy, founded in 2014, is a tool for strengthening the customer interface via digital. Since its IPO last November, the Australian firm Site Minder has completed its offer to cover more and more of the tools of tourism distribution. Online booking and payment but also website creation and now customer relationship management tools, are developed to accelerate the distribution of tourist properties.

Tracking guests from the time they book through their stay and after they have left the hotel, but also producing performance indicators, payment solutions, interfacing with other functions of the property or internal communication tools... one would have imagined that in 2022 the ideal tool existed, but it is not. It is therefore up to the operators to find the solution best suited to their needs according to the services available on their site(s), compatibility with other management tools or with accounting, and the degree of appropriation by the employees. Choosing a PMS requires a thorough and collective approach within the company, whether it is for a property, a cluster or an entire portfolio, and many parameters must be taken into account.

A multitude of choices

There are several dozen companies offering PMS on the European market. Each one has its own history that shapes the functionalities offered by its tools.

Cloud or local, integrated or API? Catering, seminars and events, spa, bar, fitness room or swimming pool... there are many variables that can be taken into account, especially in an era where it is important to make the most of every square metre of your property.

Which interfaces should my PMS "talk to"? What are the rights of each employee? What degree of autonomy versus a more structured structure should be adopted? What KPIs should be reported and in what format? When, to whom, how and why...