When you invest in a property management system, you evaluate the software and its features but how often do you review the quality of support and training services provided by the vendor?
Running a hotel is a challenge because it requires 24×7 support. Your hotel business depends on the systems that handle your day-to-day chores and guests. Your staff has to get use to the system in order to run your business efficiently and provide a satisfying guest experience. Therefore, training and support is vital and it also helps lowering the risk to your business.
Before you finalize on the PMS vendor, it is advisable to evaluate the extent of quality provided in training and support. Keep the following questions in mind when you sign the contract with your vendor:
What are the options available for support?
Will the support fee be charged when there are any upgrades made to the system?
Will the vendor be available round the clock for any assistance?
If not, then what are the regular hours for support?
How much time will it take to process the request made via emails or phone calls?
Does the vendor have a support ticketing system for faster resolution of issues?
Do you maintain a history of the resolved inquiries?
Do you have a self-support website for your employees to raise tickets and access the solutions database?
Will you provide regular trainings on the software and if yes, then what are the mediums?
Will you provide on-site or off-site training?
Can you provide references of other hoteliers who have received training and support from you?
Will the new staff be given the training?
Will the training be included in case of system upgrades and new software installations?
Are there any demos available online?
Find out the answers to the above questions before finalizing on your vendor. Look for ratings by references on how they have rated the customer support and training and how much time did they take to resolve the issues. This will give hoteliers an insight about the quality of service provided by these hotel property management providers.