The impact of PMS design on hotels

As of today:

To address these challenges, hotels must turn to technology and automation. However, poorly designed, complicated systems require long training and adoption periods, creating barriers to onboarding and upskilling.

At Cloudbeds, we have always recognized that user-centered technology fosters greater productivity and efficiency for hotels.

But we wanted to dive deeper.

Specifically, we wanted to understand how hotel employees feel about the property management system they use, whether it’s ours or another provider’s. How easy is it to learn? How does it impact their work? What are the benefits of a positive user experience, and what risks are posed by a poor one?

To do this, we partnered with NYU professors and a leading market research firm to conduct a survey of 500 hotel employees and looked inward at our own UX methodology to see the real-time impact of PMS UX on hotel operations and the key functions that empower frontline employees and managers on a day-to-day basis.

To qualify, participants needed to be currently or recently employed by an independent hotel or hotel group and required to use a PMS regularly in their work (this survey was PMS-agnostic).