{"id":45610,"date":"2024-12-17T14:49:38","date_gmt":"2024-12-17T22:49:38","guid":{"rendered":"https:\/\/www.cloudbeds.com\/?page_id=45610"},"modified":"2026-05-11T02:17:10","modified_gmt":"2026-05-11T09:17:10","slug":"hotel-pms-ux","status":"publish","type":"page","link":"https:\/\/www.cloudbeds.com\/hotel-pms-ux\/","title":{"rendered":"The impact of PMS design on hotels"},"content":{"rendered":"\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"630\" src=\"https:\/\/www.cloudbeds.com\/wp-content\/uploads\/2025\/08\/UXR_blog.png\" alt=\"\" class=\"wp-image-56589\" srcset=\"https:\/\/www.cloudbeds.com\/wp-content\/uploads\/2025\/08\/UXR_blog.png 1200w, https:\/\/www.cloudbeds.com\/wp-content\/uploads\/2025\/08\/UXR_blog-768x403.png 768w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p class=\"has-stix-two-text-font-family has-3-x-large-font-size\" style=\"line-height:1.5\">The hospitality industry is at a crossroads. Hotels are struggling to find and retain qualified staff, driving up wages, affecting guest experience, and cutting into profitability.&nbsp;<\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-neutral-chalk-07-color has-alpha-channel-opacity has-neutral-chalk-07-background-color has-background is-style-wide\" style=\"margin-top:var(--wp--preset--spacing--60);margin-bottom:var(--wp--preset--spacing--60)\"\/>\n\n\n\n<div class=\"wp-block-group has-stix-two-text-font-family is-vertical is-layout-flex wp-container-core-group-is-layout-f1bc6721 wp-block-group-is-layout-flex\" style=\"margin-top:var(--wp--preset--spacing--60);margin-bottom:var(--wp--preset--spacing--60)\">\n<h2 class=\"wp-block-heading has-3-x-large-font-size\" id=\"h-as-of-today\">As of today:<\/h2>\n\n\n\n<div class=\"wp-block-cloudbeds-counter-wrapper\"><div class=\"flex flex-wrap justify-center gap-2 font-host\">\n<div class=\"wp-block-cloudbeds-counter-item flex flex-col justify-between flex-1 w-full min-w-[200px] bg-primary-blue-03 rounded-md p-4 text-neutral-coffee-05\"><p class=\"text-5xl font-light mb-4 cloudbeds-count-up-container\"><span class=\" cloudbeds-count-up\">76<\/span><span>%<\/span><\/p><p class=\"text-sm\">of hotels report staffing shortages (AHLA)<\/p><\/div>\n\n\n\n<div class=\"wp-block-cloudbeds-counter-item flex flex-col justify-between flex-1 w-full min-w-[200px] bg-primary-blue-03 rounded-md p-4 text-neutral-coffee-05\"><p class=\"text-5xl font-light mb-4 cloudbeds-count-up-container\"><span class=\" cloudbeds-count-up\">40<\/span><span>%<\/span><\/p><p class=\"text-sm\">average churn rate in hospitality (Cloudbeds)<\/p><\/div>\n\n\n\n<div class=\"wp-block-cloudbeds-counter-item flex flex-col justify-between flex-1 w-full min-w-[200px] bg-primary-blue-03 rounded-md p-4 text-neutral-coffee-05\"><p class=\"text-5xl font-light mb-4 cloudbeds-count-up-container\"><span class=\" cloudbeds-count-up\">20<\/span><span>%<\/span><\/p><p class=\"text-sm\">increase in wages from 2019 to 2024 (AHLA)<\/p><\/div>\n\n\n\n<div class=\"wp-block-cloudbeds-counter-item flex flex-col justify-between flex-1 w-full min-w-[200px] bg-primary-blue-03 rounded-md p-4 text-neutral-coffee-05\"><p class=\"text-5xl font-light mb-4 cloudbeds-count-up-container\"><span class=\" cloudbeds-count-up\">5<\/span><\/p><p class=\"text-sm\">weeks to fill open positions (Skift)<\/p><\/div>\n<\/div><\/div>\n\n\n\n<p>To address these challenges, hotels must turn to technology and automation. However, poorly designed, complicated systems require long training and adoption periods, creating barriers to onboarding and upskilling.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1500\" height=\"760\" src=\"https:\/\/www.cloudbeds.com\/wp-content\/uploads\/2024\/12\/cloudbeds-user-centered-technology.webp\" alt=\"\" class=\"wp-image-45384\" srcset=\"https:\/\/www.cloudbeds.com\/wp-content\/uploads\/2024\/12\/cloudbeds-user-centered-technology.webp 1500w, https:\/\/www.cloudbeds.com\/wp-content\/uploads\/2024\/12\/cloudbeds-user-centered-technology-768x389.webp 768w\" sizes=\"auto, (max-width: 1500px) 100vw, 1500px\" \/><\/figure>\n<\/div>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-neutral-chalk-07-color has-alpha-channel-opacity has-neutral-chalk-07-background-color has-background is-style-wide\" style=\"margin-top:var(--wp--preset--spacing--60);margin-bottom:var(--wp--preset--spacing--60)\"\/>\n\n\n\n<div class=\"wp-block-group has-stix-two-text-font-family is-vertical is-layout-flex wp-container-core-group-is-layout-f1bc6721 wp-block-group-is-layout-flex\" style=\"margin-top:var(--wp--preset--spacing--60);margin-bottom:var(--wp--preset--spacing--60)\">\n<p class=\"has-stix-two-text-font-family has-3-x-large-font-size\" style=\"line-height:1.5\">At Cloudbeds, we have always recognized that user-centered technology fosters greater productivity and efficiency for hotels.<\/p>\n\n\n\n<p class=\"has-stix-two-text-font-family has-3-x-large-font-size\" style=\"line-height:1.5\">But we wanted to dive deeper.<\/p>\n\n\n\n<p>Specifically, we wanted to understand how hotel employees feel about the property management system they use, whether it\u2019s ours or another provider\u2019s. How easy is it to learn? How does it impact their work? What are the benefits of a positive user experience, and what risks are posed by a poor one?<\/p>\n\n\n\n<p>To do this, we partnered with NYU professors and a leading market research firm to conduct a survey of 500 hotel employees and looked inward at our own UX methodology to see the real-time impact of PMS UX on hotel operations and the key functions that empower frontline employees and managers on a day-to-day basis.<\/p>\n\n\n\n<p>To qualify, participants needed to be currently or recently employed by an independent hotel or hotel group and required to use a PMS regularly in their work (this survey was PMS-agnostic).&nbsp;<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-neutral-chalk-05-background-color has-background has-link-color has-stix-two-text-font-family wp-elements-cf63574ffd9232ef2d971ea945e1584f is-vertical is-layout-flex wp-container-core-group-is-layout-d7883472 wp-block-group-is-layout-flex\" style=\"border-radius:4px;margin-top:0;margin-bottom:0;padding-top:var(--wp--preset--spacing--60);padding-right:var(--wp--preset--spacing--60);padding-bottom:var(--wp--preset--spacing--60);padding-left:var(--wp--preset--spacing--60);font-size:clamp(14px, 0.875rem + ((1vw - 3.2px) * 0.179), 16px);\">\n<h2 class=\"wp-block-heading has-neutral-coffee-05-color has-text-color has-link-color wp-elements-d3dd01936dd3bbb9afa605b25f56584c\" id=\"h-the-pms-user-experience-report-objectives\" style=\"font-size:clamp(20px, 1.25rem + ((1vw - 3.2px) * 1.071), 32px);\">The PMS User Experience Report objectives<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>To assess employees\u2019 PMS user experience across multiple vendors using unbiased, objective metrics.<\/li>\n\n\n\n<li>To explore relationships between the PMS user experience and operational outcomes.<\/li>\n\n\n\n<li>To contrast the opinions and experiences of frontline employees with those of managers.<\/li>\n\n\n\n<li>To analyze differences in PMS user experience, training methods, and employment trends across regions<\/li>\n<\/ol>\n<\/div>\n\n\n\n<div style=\"height:16px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-cloudbeds-cta-block-blog-ebook cta-block-ebook-blue\"><div class=\"max-w-[1368px] mx-auto flex flex-col sm:flex-row sm:items-center justify-between gap-6 rounded-[4px] font-host p-9 py-0 mt-[26px]\"><div class=\"sm:max-w-[360px] max-w-full my-7\"><h2 class=\"text-2xl font-light text-neutral-coffee-05 mb-3\">Your PMS shouldn&#8217;t hold you back.<\/h2><p class=\"text-base text-neutral-coffee-05 font-light\">Discover the importance of PMS user experience.<\/p><div class=\"flex-shrink-0 mt-7\">\n<div class=\"flex w-full justify-start\">\n      <div\n      data-href=\"#\"\n      class=\"cloudbeds-custom-button btn-rich-brown text-neutral-white px-4 py-2 rounded-md hover:bg-primary-blue-05 hover:text-neutral-coffee-05 inline-flex items-center gap-2 no-underline transition duration-300 ease-in-out cursor-pointer modal-trigger content-trigger-button\"\n      value=\"open-form\">\n            <span>Read report<\/span>\n      <svg xmlns=\"https:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"20\" fill=\"currentColor\" viewBox=\"0 0 256 256\"><path d=\"M224,144v64a8,8,0,0,1-8,8H40a8,8,0,0,1-8-8V144a8,8,0,0,1,16,0v56H208V144a8,8,0,0,1,16,0Zm-101.66,5.66a8,8,0,0,0,11.32,0l40-40a8,8,0,0,0-11.32-11.32L136,124.69V32a8,8,0,0,0-16,0v92.69L93.66,98.34a8,8,0,0,0-11.32,11.32Z\"><\/path><\/svg>    <\/div>\n  <\/div><\/div><\/div><div class=\"w-full max-w-[270px] aspect-[544\/560] bg-neutral-coffee-05 flex items-center justify-center text-center text-neutral-chalk-01 text-sm mx-auto sm:mr-0 sm:mt-[-26px] overflow-hidden rounded-t-[4px]\"><img decoding=\"async\" src=\"https:\/\/www.cloudbeds.com\/wp-content\/uploads\/2025\/11\/img-ebook-cover-uxreport-en.webp\" alt=\"\" class=\"w-full h-full object-cover\"\/><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>A PMS should empower, not exhaust. Our UX Report reveals how hotel staff really feel about their systems and what better design means for operations.<\/p>\n","protected":false},"author":93,"featured_media":56589,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"content-hub-page","meta":{"_acf_changed":true,"footnotes":""},"categories":[10804,10428],"wf_page_folders":[11160],"class_list":["post-45610","page","type-page","status-publish","has-post-thumbnail","hentry","category-guides-reports","category-reservations-distribution"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The PMS User Experience Report | How UX Empowers Hotel Staff<\/title>\n<meta name=\"description\" content=\"Why the Property Management System (PMS) user experience matters for training, retention, and empowerment for hotel staff. Read the report.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cloudbeds.com\/hotel-pms-ux\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The PMS User Experience Report | How UX Empowers Hotel Staff\" \/>\n<meta property=\"og:description\" content=\"Why the Property Management System (PMS) user experience matters for training, retention, and empowerment for hotel staff. 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