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Key Factors, Challenges, and Benefits of PMS Transition in the Hospitality Industry: Technological, Operational, Financial, and Strategic Considerations

Good morning/afternoon/evening,

My name is Suze Valkenburg, and I am a 4th-year Hotel Management student at Breda University of Applied Sciences. As part of my bachelor thesis, I am conducting research to explore the key factors that influence hoteliers in the hospitality industry to change their Property Management System (PMS).

Your insights regarding the key factors, challenges, and benefits associated with a PMS transition will help provide reliable and valuable data to better understand the decision-making process behind such changes in today’s industry.

The questionnaire will take approximately 10–15 minutes to complete.

Participation in this survey is entirely voluntary and anonymous. You are free to skip any question or exit the survey at any time, without providing a reason. No personally identifiable information will be collected, and your responses will be kept strictly confidential.

By proceeding to the next page and completing the survey, you confirm that:

You have been informed about the purpose and content of this research,

You voluntarily agree to participate,

You understand that you may withdraw at any time without any consequences.

If you have any questions or concerns, please feel free to contact me.

Suze Valkenburg 

212082@buas.nl

+31 6 21615469


Thank you very much for your time and valuable contribution to this research.

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Key Factors, Challenges, and Benefits of PMS Transition in the Hospitality Industry: Technological, Operational, and Strategic Considerations
1

What is your gender?

Select one answer
2

How old are you?

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3

What is your managerial role in the hotel?(Select the one that best applies to you.)

Select one or more answers

Technological factors 

4

How often do you encourage your team to embrace new technological features in your PMS?

Select one answer
5

How well does your team understand the benefits of your current PMS?

Select one answer
6

Would an accessible e-learning course on new PMS features improve adoption and usage among staff?

Select one answer
7

Please rank the following training methods from most effective to least effective in helping your team make the most of a new PMS.

Drag and drop to change the order, with 1 being the most effective and 7 being the least effective.

Operational Factors

8

How do you, as a manager and your leadership styles impact the acceptance and daily use of the PMS by your team?

Select one answer
9

What support mechanisms would increase your team’s confidence in using a new PMS? (Select all that apply)

Select one or more answers
10

How do you currently ensure that staff training on PMS remains effective and ongoing?

Select one answer

Strategic Factors

11

How do guest expectations and industry trends influence your PMS strategy?

Select one answer
12

What external factors make it easier or harder to change PMS? (Select all that apply)

Select one or more answers
13

What competitive advantages do you hope to gain from a PMS upgrade?

Select one answer

Challenges during PMS implementation 

14

How effectively did you as management guide and support the team through the transition to a new PMS?

Select one answer
15

What kind of concerns were there among staff before and during the implementation process? (Select all that apply)

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16

What support mechanisms were most helpful during implementation? (Select all that apply)

Select one or more answers
17

How effective was the training provided by the PMS implementation and support team?

Select one answer
18

What were the main challenges staff faced in adapting to the new PMS? (Select all that apply)

Select one or more answers

Benefits after PMS implementation 

19

Have you noticed any improvements in operational efficiency with your current PMS compared to the previous one?(Select all that apply)

Select one or more answers
20

How has the current (new) PMS contributed to a better guest experience compared to the previous PMS?

Select one answer
21

How well does the current (new) PMS integrate with other essential hotel software?

Select one answer
22

What ongoing training or support does your team still require to maximize the PMS’s benefits? (Select all that apply)

Select one or more answers
23

How have staff skills and confidence evolved since adopting your current system?

Select one answer

Lessons Learned & Recommendations

24

If you could go through the implementation again, what management strategies would you change?

Select one answer
25

What advice would you give to other hotels considering a PMS transition?

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26

What were the most overlooked aspects of the transition that should be prioritized?

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27

What factors contributed most to a smooth or challenging transition?(Select all that apply)

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28

How important was the customer/implementation support team in ensuring the transition's success?

Select one answer
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