What are the essential features of a modern reservation system?

First of all, I think this should be referred to as Cloud-native vs Cloud-based. Cloud-native systems are build for the cloud on scalable and elastic PaaS platforms like Microsoft Azure. Cloud-based might be systems that were not originally architected for the cloud but migrated to run on an IaaS platform. Also cloud, but far less elastic and/or scalable. Cloud should no longer be considered an innovation but rather a given for a modern tech-stack. Scalability and interoperability of cloud platforms allows hotel operators to innovate with less dependency on their vendors.

A reservation system has two sets of users (internal and external) and the best systems consider what each of these require. On key common factor is the idea of a 'one stop shop'. Live availability is needed across every service which can be reserved, from bedrooms, through meals and right down to adding a bouquet of flowers or box of chocolates. Simplicity is essential and this makes it simple for the customer, but also simple for the internal user who can manage everything in one place.

I agree with many contributors on the topic of the evolving landscape within the hospitality industry. It's crucial to acknowledge that online travel agencies (OTAs) are becoming increasingly smarter and more competitive. At BookingWhizz, we have taken significant steps to enhance our reservation system by adding essential components aimed at competing effectively with OTAs. Our recent upgrades include Geo Pricing, Device-based pricing, Secret Offers, Abandon Cart Recovery, Flash Sales, and a deep integration with our CRM and Loyalty Programs. These enhancements will provide a more comprehensive and personalized experience for our clients, ultimately increasing direct bookings and fostering greater customer loyalty.

I would prefer to consider a booking system "modern" only if it is able to give the end user the same confidence to complete a booking as if they were making it on a large OTA. Easy and intuitive, including a payment system and possibly, if it is a chain hotel, adopting the layalty program. The large OTAs are a super important point of reference from which to take inspiration on how to make a booking process effective and friction-free.

A modern reservation system must offer online booking, real-time availability, channel integration, mobile accessibility, secure payment processing, inventory management, guest profiles, reporting and analytics, rate management, reservation modifications, CRM integration, safety, email notifications, support, scalability, multi-language and currency support, social media integration, online reviews management, customization, and a user-friendly interface to streamline operations and provide exceptional guest experiences.

If real-time availability, rate and conditions are the true north, then one has to dismiss all the middleware switches that cache hotel ARI and distribute ‘old’ data. Also any channel manager/ switch that has limitations on maximum occupancy per room, maximum rooms per booking, lead time, FPLO, etc. to be dismissed. then perhaps the majority of the distribution chain does not have real-time availability and rate at the moment.

When we say real-time availability and rates, make sure your PMS supports this. I have come across instances in the past where a PMS only pushes updates across every 15 minutes for example, which can cause issues for hotels in destinations where sometimes you have periods where you are fully or overbooked. Realtime must mean the moment a reservation is made, this is updated seamlessly via the CRS/Channel manager to update availability, and the RMS also adapts its pricing algorithms. Availability is also influenced by early check outs, reservation amendments and cancellations not to forget.

I agree,having a modern reservations system that updates your inventory and pricing automatically on all channels is very helpful and it makes work easier. It helps you save time and helps you avoid an overbooking situation.

I would like to add in here! In todays modern world where the business has become dynamic in nature and the consumers have become smart with so much technology at their hand in their phones, access to real time pricing of what is visible to the guest makes the life of reservation team members soo much more easier! The guests cant come back saying oh I am getting a better deal elsewhere as everything is connected and realtime!

Seamless diversification is what I would like to call this here! With multiple options at play on a seamless realtime inventory / pricing / payment methodology is the need of the hour for each and every reservation systems we have. Along with it the systems must also have to be data managed to have those intricate guest touch points and finer details captured which can be used in guest engagement and loyalty programmes

The ability to book a room, check availability, and make payments all in one convenient and secure platform allows guests to feel more confident in their booking decision. In addition to providing a hassle-free booking experience, businesses can also use online reservations to collect valuable data about their guests. This data can be used to improve the customer experience, create more targeted marketing campaigns, and boost the overall customer satisfaction. With the right online reservation system in place, hospitality businesses can provide their guests with a seamless and enjoyable experience from the moment they book their stay to the time they check out.

I opine that the most efficient PMS is able to maximize productivity from the time of reservation to the moment the guest departs the hotel. This system has the capability of real-time alerts when the guest is ready to check in, and providing him/her with “truth in authorization” when it comes to what will be assessed of the method of payment. This, in turn, will give the customer service associate more freedom to fully engage with the guest.

If you are really looking for the most modern type of solution, there are a few things to look for: - Support of open pricing (ie. not fixed price ranges but increases of $1 per night are possible for example) as modern RMS change prices like this - Full pattern length of stay pricing, which means pricing influenced by the arrival day as well as the length of stay someone is trying to book. - Packaged pricing, ie. adding other ancillaries to the booking - Attribute based selling, ie. I am selling standard rooms, but guest can choose to book a standard room away from elevators or with a balcony with a slight increase in pricing.

A hotel has the choice of either taking a solution with all functionalities or stitching together a tech stack from multiple vendors to cover their needs. I don't believe there is one solution that caters for all hotel scenarios in terms of facilities, technical needs and requirements, etc. so it is likely that to an extent multiple systems will be needed. From my experience at Juyo Analytics, every PMS provides reporting and some also provide some analytics features. I have not seen a reservation system that provides the analytical capabilities of a fully customisable Business Intelligence tool. A question hoteliers should ask themselves on every functionality: "Is the delivered capability sufficient for me to drive performance".

1. Online Booking: Users should be able to make reservations easily through a website or mobile app. 2. Availability and Inventory Management: The system should provide real-time information on the availability of services & rooms. 3. Multiple Payment Options. 4. Integration with Calendars: The system can sync with users' personal calendars. 5. User Profiles: Reservation systems often offer personalized user profiles. 6. Reporting and Analytics: Reservation systems often provide insights and reports on booking trends. 7. Mobile-Friendly Interface: With the rise of smartphones, reservation systems need to have a responsive design. 8. Customer Reviews and Ratings: Many reservation systems include customer feedback features.

Multiple payment options: Users should be able to pay for their reservations using various methods such as credit cards, online wallets, or bank transfers