Checklist for choosing your hotel software

Here are 5 key factors to consider when choosing the right software. These points should be addressed with the software developers you are interested in to ensure that the solution is a good fit, and that it is secure, stable, and complete in order to maximise your investment. This checklist is useful for all your software choices: PMS, CRM, RMS, etc.

The items on this checklist are presented in no particular order. Other criteria, such as the cost of the solution, implementation timescales, etc., may also play a part in your decision.

1. FEATURES

It goes without saying that it is important to know what the software is for and whether it corresponds to your needs.

Before meeting with a potential supplier, it's a good idea to list your needs so that you're clear about what you want from the solution you're looking for. For example, "I want to increase the average visitor basket", "speed up check-in", "access my reports from home", etc.

The software you evaluate will certainly offer functions that go beyond these listed minimum requirements. If the minimum is covered, additional features could influence your choice. In an industry that is constantly evolving, it is essential that the software has a capacity to develop and adapt, as any technology that cannot be updated becomes obsolete very quickly.

2. ERGONOMICS AND CONNECTION

Another important point: the ergonomics of the solution. You are going to be using it every day, so it needs to facilitate how you work and not hinder it. Ergonomics are also essential if you want your team to adopt the software and maximise its features. Ask to see the interface so you can see at a glance how it works.

If you can test it, try two or three basic features. Do you need to be guided or did you arrive there by yourself? The number of clicks needed to complete a task is also a good method of measuring the simplicity (or lack of) of an action that you will have to carry out perhaps several times a day.

Secondly, the solution must be able to connect to other software, especially the PMS(Property Management System), which manages reservation planning, invoicing, etc., and must also be able to communicate with other solutions. There's no such thing as the software that does it all. So the software you're interested in will inevitably have to communicate with other systems you already have or will be adopting in the future.

It is essential to assess the interconnectivity potential of the solution under evaluation with other solutions. Either the software is already connected with others (pre-existing interfaces), or it offers programming interfaces (called APIs) that enable external software to connect without too much effort. However, some programs offer no API at all, so the only way to exchange data with another program is to export it manually or automatically, and even this is not always possible.

If no export is possible, you run the risk of being locked into the chosen solution and regretting it later.

3. LONGEVITY AND REPUTATION

Especially for solutions intended for the long term (such as a PMS or CRM), having an idea of how the software company is doing is an indicator not to be taken lightly, as this will help avoid a problematic situation where the company is forced to disappear and the software is no longer maintained.

It can be difficult to assess a company's financial health. Be careful not to be dazzled by significant investment they may have, which is by no means a guarantee of sustainability. Instead, consult the financial information websites available in each country (in France: Societe.com or Pappers.fr), which are useful for finding out about the company's history and current health. If no information is available, simply ask questions about sales, profitability, shareholders, etc. Finally, do not hesitate to mention data portability in the event of default, or even have it mentioned in the contract.

Client references or testimonials are also important to get an idea of how a solution is actually used, and to supplement the theoretical information provided by the supplier.

It's a good idea to talk to fellow hoteliers who are already using the software about their experience with the tool and the quality of support. This is even more pertinent if their establishment is similar to your own.

4. GUIDANCE AND SUPPORT

Every software should offer a knowledge base with articles addressing the most frequently asked questions and problems.

Obviously, having people available to answer specific questions in real time is a huge advantage. Especially if this personalised service is free and available by phone, e-mail and chat.

It is important to distinguish between the client support team, who can respond to technical problems at any time, and the account managers/advisors who monitor the use of the solution and help you get the most out of it.

5. SECURITY AND COMPLIANCE

It's difficult (if not impossible) to measure data security when you're not an IT security specialist. Yet this aspect is crucial because the hotel has a responsibility to secure its guests' data, especially since May 25, 2018 and the General Data Protection Regulation (GDPR). So make sure the solution enables you to comply with the regulations. 

A company wishing to maximise the security of its platform is expected to carry out penetration tests (or "pentests") by companies specialising in IT security. These tests enable the company to detect flaws and then correct them.

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Use this checklist during your meetings to question your potential technological providers. It will guide you through the important points to consider when choosing a solution.

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Would you like to ask LoungeUp all these questions? Request a demonstration or contact us by phone or by e-mail.

Photo credits: Unsplash

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