How to Implement a New Hotel PMS Efficiently and Effectively

Your property management system (PMS) is the command center of operations and backbone of your tech stack. Changing such a foundational system can be daunting, but operating with one that’s holding your business back is even scarier. With a solid plan, putting a new PMS in place can be an exciting process with minimal disruption to daily operations.

From choosing a system to managing the cutover, here’s how to implement a new PMS efficiently and effectively.

How to Choose a New PMS

To find the best fit for your business, start by understanding what you want and need. Identify how your current PMS falls short; your new system should directly address those pain points.

Here are key factors to consider when evaluating potential solutions:

Functionality. Does the system provide the functionality your property currently requires and may need in the future? Think beyond today. Will this solution help you reach your mid- to long-term goals? From bookings and housekeeping to accounting and reporting, make sure it aligns with your property’s operational needs.

User friendliness. A modern, intuitive user interface makes all the difference for staff training and adoption. This may mean seeking a mobile-friendly solution, especially if you want staff to manage tasks on the go instead of being tied to the desk.

Compatibility. Check that the PMS integrates seamlessly with your other hotel tech, such as payment processing and POS systems, OTA channels, and room access solutions. Consider both your current setup and any new technologies you plan to adopt.

Security. Ask about the vendor’s security protocols, including PCI compliance, access controls, firewalls, intrusion detection, anti-virus protection, and network monitoring. It’s also important to know how they handle potential security breaches.

Innovation. Technology evolves quickly. Look for a future-proof solution that keeps up with current technology and trends. Ask how often upgrades are deployed and whether they’re included in your subscription.

Support. Will the great customer service you receive from the sales team continue beyond signup? Software reviews can provide real insight here.

Track record. Reviews also shed light on system reliability, including downtime and technical glitches. Vendors with an established history and proven track record are generally safe bets.

ROI. Cost is obviously important. A scalable, pay-for-what-you-use subscription model aligns technology spend with operational needs, maximizing long-term ROI.

Create a shortlist of two or three top contenders and request demos so you can see them in action. Providers like WebRezPro offer free guided demos as well as temporary access to a demo system to explore on your own. Be prepared with a list of requirements and questions to ensure your needs are fully addressed. Software demos not only clarify functionality but provide insight into the company’s professionalism and culture—both crucial considerations when choosing a technology partner.

Once you’ve made your choice, the hardest part is over!

How to Manage Implementation

Tracking bookings, deposits, and outstanding invoices across systems can feel like a juggling act, but with a well-organized plan, your transition will be smooth and stress free.

Before Implementation

Build your implementation team

From front desk to housekeeping to accounting, get department leaders on board early to help prepare your teams. They should familiarize themselves with the parts of the system relevant to their department, prepare staff for new and improved workflows, and communicate the benefits of the upgrade.

Designate an “implementation manager” to oversee the transition and coordinate between the vendor and internal teams.

Establish a timeline

Choose a go-live date. Consider seasonal demands, workload, and staff vacations. Your low season is usually the best time to make such a big change, allowing staff to focus on learning the new system in a less critical environment.

Decide between a parallel or direct changeover. Running both systems in parallel for a time may seem safer, but it can double your workload and increase the chance of errors. A direct switch—discontinuing the old system on the same date the new system goes live—requires you to learn to swim fast, but is more efficient and effective (like ripping off a Band-Aid).

Set a schedule. Work with your vendor and implementation team to set a realistic schedule for onboarding, training, and activating integrations before launch.

Set goals

Define what success looks like. What is the new system expected to improve—faster check-ins, more direct bookings, enhanced reporting? If possible, measure outcomes (e.g., average check-in time now vs. post-implementation) and use them later to monitor success.

Provide hands-on training for staff to speed up adoption.

During Implementation

Prepare data

Enter future reservations and guest profiles into your new PMS. If reservations and guest profiles can be exported from your former PMS in a spreadsheet or CSV format, you can likely import them into your new PMS automatically. This saves valuable time if your property has a large number of future reservations on the books (150+).

Decide how to handle in-house guests staying through the cutover date. Some guests will check in before your new system goes live and check out after. Will revenue and payments for those stays be processed in the old system, new system, or both? Consult with your accountant to make sure the route you choose works for them.

Apply advanced deposits received to corresponding reservations in your new PMS. Make sure all advance payments are properly posted so your accounting records stay accurate and guests’ balances reflect what they’ve already paid, avoiding confusion during check-in or checkout.

Enter corporate account balances/invoices. Create profiles in the new system for any companies (corporate accounts) with balances, along with outstanding invoices.

Train staff

Provide hands-on training for all departments. Department leaders should attend applicable vendor training sessions (or work with the implementation manager to familiarize themselves with the system) and guide their teams through practice scenarios before the go-live date.

Make sure staff know how to access help documentation. In WebRezPro, for example, a comprehensive user manual, video tutorials, and customer support are all accessible from directly within the system.

Be available. Ensure your designated implementation manager is easy to reach and available during the transition phase. Staff may have questions or concerns that have not been considered, and it’s best to iron out as many wrinkles as possible before launch.

Test integrations

Schedule integration installations and test connections. Confirm the integrations you want up and running from the get-go are installed and tested to identify any issues in advance.

Go-live and Beyond

On your go-live date

Ensure guest check-outs are processed as planned (in the old or new system). It is very important to be consistent!

If revenue for staythrough guests is to be split between the old and new systems, check them out of the old and into the new on the cutover date.

Make sure payments are handled correctly. If your new PMS is already integrated with your payment processing system, payments can be processed through your PMS. Otherwise, payments will have to be manually entered into the PMS—remind staff to do this!

Ensure your support network is standing by! Your implementation leader should be available in person, and your vendor should also be ready to take your calls.

Monitor guest-facing applications (online bookings, self check-in, messaging, etc.) and be prepared to support your guests too.

After launch

Seek feedback from staff a week and then a month after launch to identify challenges and areas for improvement.

Schedule periodic system audits and refresher training sessions to maintain efficiency and ensure goals are being met.

Explore your system’s new features, updates, and user guides to further streamline your operations and make sure you are getting the most out of your new PMS!

Changing your property management system is a big deal—but it doesn’t have to be scary! By choosing a professional, client-focused vendor that supports you every step of the way, making a switch is an exciting opportunity for growth. With careful planning and a positive mindset, your new PMS will empower your property to operate more efficiently and effectively right from the start.

Ready to see WebRezPro in action? Get in touch for a free, no-obligation demo.