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UC Solutions Integrate with PMS for the Hospitality Industry

Enterprise Communications Featured Article

UC Solutions Integrate with PMS for the Hospitality Industry

 
October 01, 2014

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  By Susan J. Campbell,
TMCnet Contributing Editor
 


In the hospitality industry, there are a few more things to manage outside of the property manager’s control that can impact the bottom line. For instance, the property manager may be able to control the level of service provided to the guest, but can’t dictate what the guest may share on a review site later on. A guest may request to stay at a property and then fail to leave that property as they found it, putting responsibility back on the property manager for doing business with that guest in the first place.


The right enterprise communications system can help facilitate the conversations that need to happen to prevent misunderstandings or agreements between two parties where there is no meeting of the minds. A property management system (PMS) can help. This comprehensive software application—designed to cover some basic objectives such as coordinating the operational functions of sales, the front office, planning and more—can deliver significant value when integrated correctly.

Fortunately, when the unexpected happens and a guest doesn’t leave the room quite like they found it, the property manager isn’t stuck with no way to protect himself or herself in the future. Consider Airbnb, a service that works similarly to eBay (News - Alert) in that travelers can find a place to rent for a short amount of time when traveling. To be trusted, a traveler is rated according to his or her behavior while staying at a property. The better the guest, the higher the rating.

Still, there can be a few things lacking when trying to assess a guest through an online profile. That first impression is often missing information and the property manager or owner may feel he or she is giving up control when renting to the individual. Likewise, if the traveler is simply renting a room and the owners will still be on property, will it be weird if the two haven’t met? Fortunately, WebRTC can provide the opportunity to bring both parties together through a method once believed to only apply with enterprise communications.

WebRTC allows the two parties to meet virtually, launching a video conference with no need to download an app or sign up for a service. The open source technology is browser-based and allows for video and audio conversations in real-time. If both the guest and the property manager or owner launch the conversation, they can get those awkward conversations out of the way and determine if they are a good fit. The challenge, however, is that WebRTC isn’t quite ready for the mainstream as not all browsers support it.

Enterprise communications solution provider, Tadiran (News - Alert), recently implemented PMS requirements into its Aeonix solution, enabling the hospitality industry to leverage all the best of Unified Communications while still conforming to the capabilities they need for seamless operation. Much like WebRTC, it allows for the coordination of different office objectives into one solution to achieve a common end goal. After all, when the basics are covered, employees can focus on improving the stay for the guest so as to promote good reviews in the future.

It may be some time before the hospitality industry is ready to embrace WebRTC, simply because the enterprise communications system is so entrenched in everyday operations. Meeting PMS objectives is not something they can bypass, however. Fortunately, Aeonix can meet the communication needs today with the integration capabilities in demand for the legacy enterprise system. 




Edited by Alisen Downey
Enterprise Communications Homepage





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