Key report findings

73% of employees are trained in-person
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
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
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
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.