Ever wonder what hotel staff really think about their tech tools? We did. So we teamed up with professors from NYU and customer insights group, Prodege, to dig into the one piece of technology that can make or break a hotel’s operations: the Property Management System.

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We surveyed 500 hotel employees across five countries, and they had a lot to say. This wasn’t just another boring research project – it was a deep dive into how technology either empowers hotel staff to be hospitality superheroes or leaves them frustrated.

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What we discovered about the relationship between hotel staff and their PMS is eye-opening. When it comes to hotel operations, user experience isn’t just a nice-to-have – it’s the difference between spending time with guests or spending time fighting with software. The stakes are high for hoteliers. PMS design and user experience can either negatively impact your bottom line, causing employee churn and adding to your operational expenses. Or, it can drive productivity, reduce training time, and boost employee confidence.

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Key Findings

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Here are other key findings that we uncovered:

• Efficient Training: 52.2% of managers estimated that it takes between four months and three years for front desk staff to feel confident using the PMS. A well-designed PMS can reduce that time and cost by simplifying onboarding and helping employees reach proficiency faster.
• Employee Empowerment: The majority of employees cited “too many clicks or taps to perform a single procedure” as the top issue. Intuitive tools increase employees’ confidence in their roles, leading to greater accuracy and guest satisfaction.
• Enhanced Retention: 38% of employees say their experience with the PMS played a significant role in their decision to leave a job. Technology that supports staff leads to a better work environment, improving employee retention and reducing turnover.
• Cost Savings: More than 70% of hotel employees rely on in-person training. By reducing the time required for in-person PMS training, hotels can significantly reduce barriers to entry for new employees, lower the training costs and bring down productivity loss associated with on-the-job shadowing.

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Technology should be easy to use. It should be your most powerful ally in creating incredible guest experiences. We’re not just building software—we’re creating tools that turn your staff into hospitality rockstars. Because when your employees are empowered, your guests win. And in hospitality, that’s the only metric that truly matters.

• Unpacking the PMS user experience
• The analysis: Key findings & takeaways
• The survey: Seeking employee perspectives
• The data: Highlights from the survey results
• The feedback: Barriers to using the PMS
• A business case for the hospitality industry
• Methodology