What is a resort management software?

Resort management software is a comprehensive digital solution designed to streamline the operations of resorts. It integrates various functions such as room bookings, guest management, front desk operations, housekeeping, and billing into a single platform, making it easier for staff to manage day-to-day operations of a resort.

In addition to core operational features, resort management software often includes a property management system, tools for revenue management, customer relationship management (CRM), and reporting, helping resort managers optimize occupancy rates, enhance guest satisfaction, and make data-driven decisions. By automating routine tasks and offering centralized control over different departments, the resort management system not only improves operational efficiency but also elevates the guest experience at resorts.

What makes resorts different from regular hotels?

Although the bones of hotels and resorts are the same – rooms to accommodate travelers – these two types of properties are actually quite different. Not only are they often located in different types of markets, with resorts frequently located in unique destinations packed with activities, like skiing or beaches, but the operations of a resort varies significantly from the standard hotel.

While it’s not uncommon to find boutique hotels with only 20 or 30 rooms, resorts skew larger, with upwards of 200 or 300 keys, and some massive resorts, such as Atlantis in the Bahamas, have well over 3,000 keys. More rooms means more staff is necessary, not only to service the rooms, but also to operate the numerous on-site outlets and amenities such as restaurants, bars, spas, pools, casinos, shops, and recreational activities.

Guest expectations and behavior are different at a resort, too. Compared to a standard hotel, where guests might only be in their rooms for a few hours to sleep between long days of sightseeing or meetings, resort guests can spend the majority of their trip duration, if not all of it, at your resort enjoying all the things to do on-site.

As a result, a much higher percentage of guest spend in the destination occurs on property than at a regular hotel. Since guests are spending more at a resort, whether they booked an all-inclusive rate or opt to go a la carte, their expectations for service and comfort are usually higher as well. Therefore, it’s imperative that your resort runs like a well-oiled machine in order to delight more guests, operate many departments in harmony, and exceed those high expectations.

What are the most popular resort management systems?

Let’s take a closer look at some of the top property management systems for resorts by using the property type filter on HotelTechReport.

Types of Software Used for Resort Management

Resorts, with their unique characteristics and offerings, often require different software and technology solutions compared to limited-service city hotels. Here's a comprehensive list of all the types of software resorts use and how various elements play a role:

• Property Management System (PMS): Resorts need PMS software with specialized functionality to manage not only rooms but also vacation rentals, timeshares, and various accommodation types, including villas and cabins.

• Guest Experience: Resorts aim to provide a superior guest experience. Their management solutions should include modules that cater to guest services, activities booking, and personalized services to enhance the overall stay.

• Online Booking Engine: Resorts heavily rely on online bookings, often through their websites. An efficient booking engine that can handle complex pricing structures, packages, and direct bookings is essential.

• Channel Manager: To expand their reach, resorts need a channel manager that integrates with online travel agencies (OTAs), global distribution systems (GDS), and other distribution channels. This ensures real-time updates on room availability and pricing across multiple platforms.

• Revenue Management: Resorts often have dynamic pricing strategies, especially for peak seasons and special events. Resort management software should support revenue management and pricing optimization to maximize profitability.

• Point-of-Sale (POS): Resorts frequently have multiple revenue streams, such as restaurants, spas, and activity centers. A POS system integrated with the PMS streamlines operations and enables centralized billing.

Essential Features of a Resort Management Software

Resort management software needs to cater to the specific requirements of resorts, including their diverse accommodation options, complex pricing structures, and the emphasis on providing an exceptional guest experience. These solutions should streamline operations, enhance revenue management, and ensure the smooth functioning of various resort amenities and services.

Here’s a list of must-have features for any online resort management system:

• Cloud-Based: Many resort management systems are cloud-based, allowing for real-time access from any location and device. This flexibility is crucial for managing properties with various amenities and locations.

• Mobile App: A user-friendly mobile app for guests can enhance their experience by providing information about amenities, activities, and the ability to make reservations or request services.

• Direct Bookings: Resorts often prefer direct bookings to avoid OTA commissions. Software solutions should encourage and facilitate direct bookings through the resort's website.

• Automation: Automation in check-in/check-out processes, room allocations, and billing authorizations can save time and improve efficiency at the front desk.

• Payment Processing: Resorts handle various payment methods, including credit cards and online payments. Secure and efficient payment processing is crucial.

• All-in-One: An all-in-one resort management system integrates various functionalities like reservation systems, front office operations, and guest services into a single platform.

• API Integration: Integration with third-party services and APIs, such as Airbnb, is important to expand the resort's reach and manage different distribution channels seamlessly.

• Customer Support: Given the unique demands of the hospitality industry, resort management software providers should offer specialized customer support tailored to the needs of hoteliers and resort managers.

• Office Management: Resorts may have multiple offices or check-in locations, so software should support efficient office management and coordination.

Frequently Asked Questions

How is a Resort Management Software Different from a Hotel PMS?

Resorts can use property management systems that were designed for hotels, but many resort operators find that they get extra value out of a PMS that was created with resorts in mind. For example, a resort with hundreds of rooms needs to efficiently manage rates, restrictions, and reservations, so a system that allows for advanced inventory management at scale will be much more useful than a more basic system that relies on manual changes.

Similarly, a PMS that supports centralized billing for rooms and a wide range of on-site revenue centers, like F&B and spa, can deliver immense value for your front desk and finance teams, rather than using less sophisticated systems that don’t integrate with each other.

What are Resort Guest Experience Apps?

While the only people who would interact with your PMS are staff members, a guest experience app is used by both guests and employees. Your guest app is the virtual hub where guests can manage their reservations (for their room and for restaurants, recreation, spa, and more), access resort information, check their folio, communicate with the front desk, submit requests, and even control in-room entertainment and climate with some cutting-edge hardware integrations.

Guest apps can be actual downloadable apps, or they can be web apps that don’t require a download. On the back end, resort staff can respond to guest messages, triage and action requests, and manage content to keep everything up-to-date. Like your PMS, hotel-focused guest apps can work for resorts, but some purpose-built guest apps for resorts offer extra features like booking support for recreational amenities, highly customizable branding, and integrations with other popular resort software.