Case Study of a Property Management System launch

February 18, 2021 8:36 pm Published by


To project manage the install and launch of a new Property Management System (PMS) for a 10-bedroom property. A PMS had been selected some time prior, but the process had stopped there, and the owners were now looking to take the project forward. The property did not use an online system at that time and did not sell through their own website or any 3rd party channels.


Following an analysis of the market in the local market and discussing trends with the owners, it was established that it would be most beneficial to get the property bookable online, to be visible to the domestic market which was anticipated to be dominant upon reopening.

Whilst a system had been chosen, I reviewed several others, suitable for a smaller property, to ascertain that it was the right choice.

Established contact with an account manager from the PMS company of choice, to liaise with. Reviewed the proposal and features to ensure they met the owners’ requirements.

As this was during lockdown (June 2020), all communications and meetings were carried out remotely, using Zoom for meetings between the company and the owners.

Attended virtual training and supplemented this with online tutorials and reconnaissance of the system once built.


There was a successful build and launch of the system, with all bookings transferred in and the system ready to use for the reopening in August (after lockdown).

Despite the benefits of virtual training, it was determined that in person training for the team would be more beneficial.  As government guidance changed, I was able to visit the property and carry out this training with the core team members.

Standard Operating Procedures (SOPs) were written and provided for the team to have.

In the first month of trading 12% of all future room revenue was booked via the property’s own website.


Whatever stage your property finds itself in during this lockdown, Papaya Consulting can assist in project managing a PMS launch or changeover. From scoping out the best option for your business to liaising with the supplier to building to your requirements, all the aspects can be managed on your behalf, seamlessly.