Make your property management system work for you

Involve the whole business

The Belfry Hotel & Resort in Warwickshire recently changed to a new PMS. Emma Catterall, director of finance, says: “We carried out two major pieces of research: firstly, a business requirements review with key operational departments, identifying pain points in current processes both for guests and staff.”

This involved input from teams across the business: front office, reservations, housekeeping, sales, revenue management, marketing, spa, golf and finance. All had their say on both the requirements of the new PMS and the vendor selection.

Secondly, a full tender process invited suppliers to specifically address the pain points identified; and to show how they would integrate with the other resort system products. Shortlisted vendors gave half-day demonstrations, then a final two gave a full-day session.

Catterall adds: “Our biggest win was appointing our own internal project manager so that this was our project, rather than something done to us.” 

Who owns the data?

A major red flag when choosing a new PMS is data ownership. Some vendors will claim broad rights over the data stored in their systems as part of their standard terms, and act as data processors at a fee. This could end up causing you serious commercial risk.

Insist on a contract that clearly states you are the owner and controller of the guest and operational data stored in the PMS. This will ensure your ability to export, backup, migrate and use those records for marketing and reporting purposes. Also ensure API access terms that permit direct integrations and third-party reporting tools.

From a General Data Protection Regulation (GDPR) standpoint, contractual clarity matters. Ownership of data ensures you keep and take your business intelligence and guest databases with you when you change vendors.

Custódio Barreiros, founder of consultancy EIP MGT, says: “Data ownership and GDPR compliance are non-negotiable. Look for a PMS that’s intuitive and scalable, not overcomplicated. Seamless integration with your booking engine and channel manager is a must, as is robust, accessible support. Most importantly, let your frontline team trial the system – if it does not work for them, it will not work for you.”

The Technology Buying Guide 2026

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• EPoS: Ways to make your electronic payment system work for you
• Guest experience: How to make the most of the digital touchpoint
• Workforce management systems: Organise shifts, take care of HR and look after your staff

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