The 12 Steps of PMS Evaluation - Step 5, Identify Business Needs And Identify Guest Needs

Step 5 - Identify business needs and identify guest needs

Although a guest need may also be considered a business need, you will find that separating business and guest needs at the beginning is helpful in the needs identification process.

A good example of a business need may be the ability for the property management system to calculate Travel Agent commissions, offer reconciliation of, and production of cheques for your Travel Agents.  A guest need may be the identification of return guests for your recognition process. A guest need may also be automation of specific functions that increase guest service or satisfaction. 

An easy way to work through your business and guest needs list, is to use post it notes on a wall or blackboard. If you are able to meet in an area where you can keep the notes up for further meetings, great!

Otherwise take a photo and post the notes again at your next meeting, or perhaps tape them to a flip chart that you can bring to each meeting.

Jeff Sefton