The successful utilisation of Property Management Systems (PMS) hinges on a crucial element: Training. Without the proper knowledge and skills, users often fail to maximise the capabilities of the systems at their disposal, leaving valuable tools underused and inefficiencies unchecked. According to Thobile Mfeka, Software Trainer at Ankerdata Hospitality Business Solutions, “Focused, departmentalised training will significantly improve functionality and overall success.”
Mfeka explains, “One of the significant challenges encountered is the propensity for users to transfer between systems while perpetuating undesirable practices and bad habits. These habits, compounded by insufficient training, can limit how effectively PMS are used. A high staff turnover can exacerbate the issue, making it critical to manage training as an ongoing priority.”
Mfeka highlights that departmentalised training ensures each team—from the front desk to financial managers—receives the specific guidance required. “Training should be holistic, with team leaders and trainers identifying where additional attention is required. For example, the financial tool is vital to the guest journey, so billing processes must be trained thoroughly,” highlights Mfeka.
She also stresses the importance of refresher sessions and training on software updates and enhancements. “Appointing team or unit leaders to monitor users’ capabilities is essential. They can identify bad habits, areas for improvement, and opportunities to enhance functionality. For example, the room plan is an exceptionally efficient time-saver. However, many users tend to overlook its utility until they fully comprehend its capabilities, often leading to a ‘wow’ moment and genuine appreciation.”
Mfeka acknowledges that apprehension often holds users back. “Many users are hesitant to adopt new systems until they see the benefits for themselves. Once they experience the capabilities firsthand, their perception changes dramatically,” she observes.
Another common area of underutilisation is the dashboard. “PMS dashboards are designed to provide shortcuts and access to valuable information at a glance. Front office users, for example, should have all the key data they need right at their fingertips. However, these features often go unused due to a lack of training,” remarks Mfeka.
Mfeka points out that systems like Ankerdata’s protel software include underused resources such as an online help centre and knowledge base. “These tools are designed to empower users and provide solutions at the touch of a button but often remain overlooked. Users who spend a little time at the help centre can learn a great deal about the system and its capabilities,” she adds.
Reporting
Mfeka also notes that reporting tools are often underused, stating that software has a host of useful reporting features available for management to assess and act on profitability.
“System reporting is a powerful tool that helps hoteliers manage operations profitably,” reveals Mfeka. “Along with the guest journey, the user journey should also be seamless, providing financial managers, operational managers, and marketing teams with accessible, valuable insights across the board.”
By prioritising training, appointing team leaders to monitor, assess and support users, and embracing ongoing learning, hoteliers can fully leverage their PMS to enhance operations and improve guest experiences.
“Hoteliers, operators, and the management team need to recognise that their users are the key to streamlined, automated hotel management,” concludes Mfeka. “Time spent on making the training experience exciting, stimulating and engaging is an investment in the success of the business. When users learn skills that not only optimise software tools but also accelerate their own careers, it is a win for everyone. “Being proficient in the use of these tools is a notable advantage on any CV and constitutes a valuable asset to any hotel management team.