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How can you train hospitality staff to use a PMS effectively?

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A property management system (PMS) is a software that helps hospitality businesses manage their daily operations, such as reservations, check-ins, check-outs, billing, housekeeping, and reporting. A PMS can improve efficiency, accuracy, and customer satisfaction, but it also requires proper training for the staff who use it. Here are some tips on how to train hospitality staff to use a PMS effectively.

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Anna-Maria Seremetaki

Front Office Manager at SanSal Boutique Hotel

1 Assess your staff's needs

Before you introduce a new PMS or upgrade an existing one, you need to assess your staff's needs and expectations. What are their current challenges and pain points? What are their goals and preferences? How do they learn best? You can use surveys, interviews, focus groups, or observation to gather this information. This will help you tailor your training plan to suit your staff's needs and address any gaps or concerns.

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2 Choose the right training method

There are different ways to deliver PMS training, such as online courses, webinars, videos, manuals, guides, or live sessions. You need to choose the right training method for your staff, depending on their learning style, availability, and level of experience. For example, online courses may be more convenient and flexible for busy staff, but live sessions may offer more interaction and feedback. You can also use a combination of methods to reinforce the learning and cater to different preferences.

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Anna-Maria Seremetaki

Front Office Manager at SanSal Boutique Hotel
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Unfortunately, in many positions today, the training phase is skipped. By planning ahead and concentrating throughout an employee's training, you not only provide them a clear understanding of your expectations and vision for them, but you also give them a job description that they must adhere to. This will increase their sense of value and confidence in their new role.

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3 Provide hands-on practice

One of the most effective ways to train hospitality staff to use a PMS is to provide them with hands-on practice. This means giving them access to a demo or sandbox version of the PMS, where they can try out the features and functions without affecting the real data. You can also create realistic scenarios and tasks for them to complete, such as making a reservation, issuing an invoice, or generating a report. This will help them learn by doing and gain confidence and familiarity with the PMS.

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4 Monitor and support the progress

Training does not end when the staff completes the course or session. You need to monitor and support their progress as they use the PMS in their daily work. You can use tools such as quizzes, assessments, feedback forms, or analytics to measure their performance and satisfaction. You can also provide them with ongoing support, such as coaching, mentoring, troubleshooting, or refresher courses. This will help them overcome any challenges, reinforce their learning, and improve their skills.

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5 Encourage collaboration and communication

Another way to train hospitality staff to use a PMS effectively is to encourage collaboration and communication among them. You can create a platform or channel where they can share their tips, tricks, best practices, or questions about the PMS. You can also facilitate peer learning, where they can learn from each other's experiences and insights. This will help them build a learning community, exchange ideas, and solve problems together.

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Anna-Maria Seremetaki

Front Office Manager at SanSal Boutique Hotel
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One of the things a leader can do is teach others how to communicate. Making a business app or even a profile where each person can add their own ideas or tips they have learned from their work, etc., is a basic example. It is quite challenging to attain engagement, particularly when there is a lack of communication among the personnel, shared task or activities (whether business-related or not).

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6 Celebrate and reward the achievements

Finally, you need to celebrate and reward the achievements of your staff as they learn and use the PMS. You can recognize their efforts, progress, and results with certificates, badges, incentives, or recognition. You can also showcase their success stories, testimonials, or feedback to inspire others. This will help them feel motivated, appreciated, and engaged with the PMS and the training.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you train hospitality staff to use a PMS effectively?

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1 Assess your staff's needs

2 Choose the right training method

3 Provide hands-on practice

4 Monitor and support the progress

5 Encourage collaboration and communication

6 Celebrate and reward the achievements

7 Here’s what else to consider

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