This blog discusses PMSs managing reservations, front and back office, channel management, and many more. The core functionalities of PMSs will be unveiled, and various products from vendors will be compared, along with guidance on choosing the right system for your hospitality business.
What is a Property Management System?
A property management system, PMS in short, is a software system that manages reservations and back office tasks. Its main front office, reservations, channel management, housekeeping, and rate and occupancy as well as payment processing functions, while other more developed versions include CRM, HRM, and reputation tools.
According to Hotel Tech Report, 81% of hoteliers believe technology is an important driver of hotel success. Yet, according to Adam Harris, CEO of Cloudbeds, in an interview with Skift: “The average percentage of spend for technology in the hotel industry is a fraction of what it should be.”
However, digital transformation is still in process. As per the 2024 Lodging Technology Study, hotels increased their IT budgets from 3% of total revenue in 2021 to 4.2%. In 2025, IT budgets are likely to grow more.
The pace of digital adoption varies based on business size. While small hotels start with basic automation like reservation management and payment processing, larger chains integrate AI and IoT to optimize both guest services and internal operations.
Nevertheless, a PMS remains the cornerstone of hotel technology, with 86% of hoteliers identifying it as their most critical tool, followed by revenue management systems and channel managers. Let’s explore these systems and how they enhance hospitality operations.
Main Modules of Property Management Systems
Modern PMS solutions combine multiple operational areas into a unified system. The modules and features vary by provider, and some vendors offer modular solutions that integrate with an existing hotel setup. Below is an overview of key PMS modules.
Reservation System
A Central Reservation System (CRS) is a fundamental PMS component, managing both online and offline bookings. It may be integrated into a PMS or function as a standalone hotel solution.
A CRS stores inventory data and booking details, ensuring seamless communication with the front desk. It must integrate with the hotel’s website booking engine and external distribution channels. While independent hotels typically use their own reservation systems, hotel chains rely on a centralized CRS for all properties. If an existing CRS is in place, the PMS should support integration.
Key Features of the Reservation Module:
- Room Bookings: Real-time updates on availability prevent overbooking. Most CRSs also handle group reservations and activity bookings.
- E-Payment Processing: Integrated payment gateways facilitate secure online transactions.
- Booking Confirmations: Automated email confirmations ensure seamless guest communication.
- Cancellations & Refunds: The system updates availability and processes refunds upon cancellations.
Some CRSs also include reporting, CRM, and rate management features, which may be part of different PMS modules.
Channel Management
A Channel Manager provides a single interface to control and distribute room inventory across various booking platforms, including GDSs, OTAs, and wholesalers.
By connecting directly to a CRS, the channel manager extracts room availability and rates, synchronizing updates across all platforms. This prevents double bookings and maintains consistency.
Key features include:
- Blocking specific channels for certain dates
- Setting booking limits for different platforms
- Revenue optimization tools
Direct Distribution via Booking Engine
A hotel’s website booking engine is an essential direct sales channel, enabling guests to book rooms without third-party intermediaries.
A booking engine must integrate with both the CRS and Channel Manager to synchronize availability and pricing across all platforms in real time.
Key features include:
- Upselling & Packaging: Selling room upgrades and bundled services
- Secure Payment Processing: Integrated gateways for seamless transactions
Front-Desk Operations and Room Management
The front-office module helps to make the current daily operation of hotels more efficient, through monitoring and updating room status, guest check-in and check-out management, and payment processing, especially for the front-office module. Some property management systems (PMSs) also provide self-service check-in kiosks or QR code-based check-ins to increase guest convenience.
Key Functions of the Front-Desk Module:
- Room Status Management: Provides real-time access to room availability and reservation details. It also automates room assignments and facilitates changes when necessary.
- Key Management: Issues and deactivates electronic key cards upon guest check-in and check-out.
- Payment Processing: Handles billing for room bookings and additional purchases, generating receipts for guests.
- Daily Audits: Enables night and shift audits to verify transaction accuracy and support financial reporting.
- In-Room Controls: Supports remote management of smart room features such as lighting, HVAC systems, and automated guest services.
Additional features may include guest profile management, reporting, and housekeeping coordination.
Revenue Management
A Revenue Management System (RMS) helps hoteliers optimize pricing and availability across channels to maximize revenue.
The Growing Importance of Revenue Management:
A 2022 survey by Duetto found that 67.6% of hoteliers currently use a revenue management system, and 77.6% plan to increase their investment in hotel technology over the next three years.
Core Functions of RMS:
- Monitoring and forecasting hotel KPIs, including:
- Occupancy rate
- Revenue per available room (RevPAR)
- Average length of stay (ALOS)
- Dynamic Pricing Adjustments – Adapts rates based on factors like seasonality, local events, public holidays, and weather patterns.
By leveraging data-driven insights, revenue management software enables hoteliers to make strategic pricing decisions and enhance profitability.
Housekeeping Management
The housekeeping module connects hotel housekeeping staff with the front desk, allowing for better task planning and monitoring.
Main Features:
- Room Status Tracking: Keeps real-time records of which rooms need cleaning or maintenance.
- Automated Staff Assignments: Assigns cleaning tasks based on room block, floor location, and workload distribution.
- Issue Tracking & Repairs: Logs maintenance issues and assigns staff to resolve them.
For instance, when a guest checks out, the front-desk staff updates the room’s status, triggering an automated cleaning task for housekeeping. The assigned staff member can then update the task status upon completion.
CRM & Customer Data Management
A Customer Relationship Management (CRM) module centralizes guest information, integrating with both the front desk and reservation system.
Key Benefits of a CRM:
- Guest Profile Management – Stores guest preferences, visit history, and booking patterns.
- Personalized Marketing & Promotions – Enables targeted marketing campaigns based on guest data.
- Automated Pre- & Post-Stay Services – Sends personalized messages, offers, and follow-ups.
- Reputation Management – Monitors guest reviews across social media and online travel platforms.
A well-integrated CRM helps enhance guest experiences, boost loyalty, and improve overall customer satisfaction.
Reports & Analytics
A PMS analytics module provides real-time insights into hotel performance, assisting business owners in decision-making.
Types of Reports Available:
- Night audits
- Room and tax reports
- Shift audit reports
- Housekeeping status reports
- Departure/arrival reports
Monitoring key performance indicators (KPIs) allows hoteliers to optimize operations, identify trends, and drive strategic growth.
Back-Office Management
The back-office module supports administrative operations, staff management, and financial tracking.
Core Back-Office Functions:
- Event and catering management
- Spa and gym operations
- Staff scheduling, payroll, and invoicing
- Accounting and financial reporting
- Expense tracking and consumption cost analysis
- Inventory and procurement management
- Sales and promotional campaign management
This module helps streamline internal hotel processes while ensuring efficient workforce coordination and financial oversight.
Point-of-Sale (POS) Services
Hotels with restaurants, spas, gyms, and additional paid services require a POS system to manage multiple revenue streams efficiently.
Key Features of a POS Module:
Automated Payment Processing: Handles guest charges for room service, dining, spa treatments, and in-room entertainment.
Seamless Billing Integration: Ensures all transactions reflect accurately on the final guest invoice.
Sales & Inventory Management: Tracks product sales, monitors stock levels, and generates sales reports.
Common chargeable services include:
- Dining & Beverage Services (restaurants, cafés, breakfast packages)
- Spa & Gym Services
- In-Room Purchases (mini-bar, TV, Wi-Fi, pay-per-view content)
By integrating POS with PMS, hotels can streamline billing, enhance customer service, and improve financial accuracy.
Open APIs: Enabling Seamless System Integration
Application Programming Interfaces (APIs) act as connectors between different software systems, facilitating smooth data exchange. Open APIs, in particular, are publicly accessible, allowing third-party developers to integrate their solutions with a Property Management System (PMS).
Why Open APIs Matter in Modern PMS Software
Given the variety of technological solutions used in the hospitality industry, seamless integration is essential. Open APIs enable different hotel management tools to work together within a single ecosystem. Examples of systems that benefit from API integration include:
- Contactless check-in solutions
- Guest experience applications
- Smart locks and IoT-based room controls
By reducing the need for manual data entry, APIs minimize errors, optimize staff efficiency, and support comprehensive data analysis. This enhances operational effectiveness and guest satisfaction.
How to Choose the Right PMS Software
Selecting a PMS depends on the size and type of the hotel, as different systems offer varying core features and customizable modules. Since many hotels already use CRSs, reservation platforms, and other business software, ensuring compatibility with third-party products is crucial.
While functionality is a key deciding factor, here are other critical considerations when selecting PMS software:
1. Ensure Integration Capabilities
If your hotel already uses specific management systems, or if you plan on adding new software, check whether the PMS supports all necessary APIs. The vendor should also offer integration services. If not, you may need an external consultant for the task.
2. Consider a Cloud-Based Solution with Mobile Access
Cloud-based PMS solutions offer several advantages:
- Lower costs, as there is no need for expensive on-premise hardware and maintenance fees
- Scalability, with subscription fees based on the number of rooms and required modules
- Seamless integration with OTAs (Online Travel Agencies) and GDSs (Global Distribution Systems)
- Automatic updates to ensure access to the latest features without additional setup
- Mobile accessibility to improve staff communication across departments such as front office, housekeeping, and management
A mobile-friendly PMS enhances guest experience and streamlines internal operations.
3. Evaluate Customization Options
Hotels have varying operational needs, so flexibility in customization is important.
For example:
- If your property manages individual beds instead of rooms, ensure the PMS provider can adjust the front-office module accordingly.
- If your business offers unique services such as boutique stays, wellness retreats, or hostels, check that the software can accommodate these specific requirements.
A customizable PMS ensures a perfect fit for the hotel’s operational workflow.
4. Prioritize Ease of Use
A PMS should have a user-friendly interface to minimize staff training time. The more intuitive the system, the easier it is for employees to learn and adopt. Check if the vendor provides training and whether it is included in the package.
A complex, poorly designed system could lead to inefficiencies and errors.
5. Assess Customer Support Quality
Technical issues must not disrupt hotel services.
- Ensure 24/7 customer support is available.
- Look for reviews from other hoteliers regarding vendor support.
- Negotiate support terms to ensure quick resolution of any software-related issues.
Unreliable customer support could negatively impact daily hotel operations.
6. Calculate ROI and Total Cost of Ownership
Before selecting a PMS, evaluate both upfront and long-term costs. Key Factors to Consider:
- Time saved by automating manual processes
- The impact on revenue from improved pricing and distribution
- Costs of implementation, integration, and ongoing maintenance
Property Management Systems for Hotel Chains and Resorts
Large hotel properties are normally considered as having the need for full management solutions rather than simple reservation, front-desk, and housekeeping operations. The PMS has to support group bookings, POS services, multi-property management, back-office operations, revenue management, and sales and marketing functions.
Some modules cater to large-scale hotels and resorts, which have specialized modules on golf course and spa management, event planning, and automation of self-service check-in and check-out. They are developed with the intent to simplify complex operations while still offering efficiency for numerous locations.
We reviewed several of the most popular PMS solutions, including Oracle, 5stelle, Clock PMS, Maestro, and others. Although these systems are designed for large hotel chains, they can be adapted to meet the needs of independent properties as well.
Most of these products are modular and extremely customizable. So, hotel owners may choose the module they require and pay only for that particular part.
Opera PMS by Oracle
Oracle provides an extensive suite of hospitality solutions. OPERA Cloud Property Management is designed for multi-property hotel chains and offers a comprehensive range of features, including:
- Reservation and front-office management
- Loyalty program management
- Centralized guest profiles
- Payment processing
- Reporting and analytics
OPERA Cloud seamlessly integrates with other Oracle products, including the Channel Manager, Sales and Event Management tools, and POS solutions. The system also meets legal and fiscal compliance standards globally, supporting multiple languages and currencies across 200+ countries and territories.
Amadeus
A major player in the travel industry, Amadeus provides technology solutions for airlines, airports, travel agencies, and hotels.
Key Offerings for Hotels:
- Amadeus PM PRO – A PMS solution originally developed for InterContinental Hotels Group (IHG) and Best Western International but available for other brands as well. It includes reservation and front-desk modules, CRM, POS, rate management, and reporting tools.
- iHotelier® Reservations & Booking Engine – A CRS with an integrated booking engine and channel manager, distributing inventory across 300+ OTAs, GDS networks, and metasearch sites.
- Digital Media Solutions – Designed to support hotel marketing campaigns.
- Sales & Catering Software – A separate module powered by Delphi.
- Business Intelligence Solutions – Backed by TravelClick for revenue optimization.
- Service Optimization Software – Powered by HotSOS for hotel operations management.
Amadeus is best suited for large properties and hotel groups needing strong distribution capabilities and deep system integration.
Maestro PMS
Maestro PMS is a multi-property management system offering 20+ integrated modules. The system supports 800+ third-party integrations and includes GDS/OTA connectivity. Designed for hotel chains, resorts, and vacation rentals, it is available as both a Windows application and a web-based platform, with dedicated mobile apps for staff and guests.
Key Features:
- Front Desk and CRM – Connects reservations, housekeeping, spa, activities, and guest relations in a unified system.
- Sales and Catering – Manages event planning and conference scheduling.
- Analytics and Business Intelligence – Supports budgeting, forecasting, and marketing insights.
- Spa & Activity Management – Enables guests to schedule services via mobile.
- Guest Experience Management (GuestXMS) – Provides chat options, guest feedback tools, and post-stay surveys.
Other available modules include multi-property management, work order tracking, loyalty programs, online booking, and housekeeping coordination.
IQware PMS
IQpms by IQware is a multi-property management system suitable for various property types, including resorts, villas, vacation rentals, campgrounds, and extended-stay accommodations.
Like Maestro PMS, IQpms emphasizes guest experience and group bookings, offering a customizable guest app for seamless check-in and check-out.
Key Features:
- Reservation Management – Includes group booking capabilities and an allotment feature to block rooms for tour operators, airlines, and corporate clients. Automatically calculates travel agent commissions.
- Channel Management – Connects to multiple distribution channels through the IQlink Channel Management Tool.
- Revenue Management – Features five levels of yield control and a rate management module that optimizes pricing based on occupancy, seasonality, and demand.
Additional modules include Activity Booking, Loyalty Programs, and Work Order Billing. IQware also offers separate products for central reservations, email marketing, spa management, POS systems, and catering services.
eZee Absolute
eZee Absolute is a cloud-based PMS offering multi-property management capabilities and 500+ third-party integrations.
Main features:
- Front Desk & Self-Service : Supports room allocations, customized registration cards, housekeeping management, and night audits. Online check-in of guests is provided through a self-service portal; receipts are provided online.
- CRM & Reputation Management : Automated pre-arrival, in-house, and post-departure communication. Utilizes an AI-powered sentiment analysis tool that aggregates reviews from OTAs, TripAdvisor, and travel websites.
- Customization for different property types : Supports hotels, vacation rentals, serviced apartments, and resort chains.
One of the most notable features is the “Pay at Hotel” option, whereby hotels can send guests online payment links for secure transactions.
Solutions for Mid-Sized and Small Hotels, Hostels, Inns, and B&Bs
Smaller properties typically require fewer modules than large hotel chains. Essential PMS features include:
- Online booking engine
- Front-desk solution
- Integration with existing reservation platforms
Customization is crucial for small hotels, as they may need specialized features tailored to campgrounds, glamping sites, or serviced apartments.
Mews PMS
Mews PMS is a cloud-based system suitable for both small hostels and multi-property hotels.
Key Features:
- Reservation and front-desk management
- Online check-in/out functionality
- Rate management and payment processing
- Optional group booking, analytics, and reporting tools
Mews also provides access to 1,000+ integrations, supports upselling opportunities, and allows long-term reservations.
Little Hotelier
Little Hotelier, powered by SiteMinder, is designed for small hotels, B&Bs, and guesthouses.
Key Features:
- Front-desk and reservation management
- Channel management with online booking engine
- Payment processing and financial reporting
- Mobile compatibility for full remote access
The channel manager connects to 450+ distribution platforms, including Airbnb, with an analytics module for performance tracking. A 30-day free trial is available.
Hotelogix
Hotelogix is a PMS designed for small and mid-sized hotels, serviced apartments, and boutique resorts.
Key Features:
- GDS connections and third-party integration capabilities
- Bed-based reservation management for hostels
- Facebook booking engine and mobile app for staff
- Online reputation management powered by TripAdvisor
A 15-day free trial is available for new users.
Cloudbeds
Cloudbeds is an all-in-one cloud-based PMS with an integrated channel manager, booking engine, and revenue management tools.
While highly rated for usability, some users report limited customization options and occasional system glitches.
The Future of Hotel PMS
Hospitality technology is continuously evolving to improve efficiency and guest experience.
- API-First Approach – Open APIs enable seamless integration between PMS modules, improving data flow and system compatibility.
- AI-Powered Solutions – Machine learning is increasingly used for business intelligence, revenue management, and automated guest services.
- IoT Integration – Smart hotel technologies, such as in-room controls and facial recognition, require a PMS that can support IoT connectivity.
