Prospects and Challenges of Property Management System in the Hotel Industry in Ghana: Evidence from Seleected Hotels in the Kumasi, Ghana
Vida Commey
Kumasi Technical University
Priscilla Osae Akonnor
Kumasi Technical University
Daniel Commey
Kumasi Technical University
Nicholas Oppong Mensah
Kumasi Technical University
Abstract
Property management system (PMS) is the key technology used in addressing guest requirement and concerns. The hospitality industry like any other sector of the global economy has undergone major paradigm shift from the old methods of daily manual operations to embracing new technology to remain competitive in satisfying the guest. This research paper sought to find out the usage of PMS in the hotels in Kumasi, using five (5) selected star hotels as case study. PMS usage importance, benefits and challenges were examined. Convenience and purposive sampling techniques and structured interview were used to collect data from staff in the hotel. Technology Acceptance Model was adapted for the study. Thematic analysis was used to interpret and highlight similarities and differences in the data gathered from the field. The research revealed that the software demands expertise and initial cost of instalment and operation is high, which explains why PMS is not used in small hotels in Ghana. It was also found that the benefits of the PMS outweigh the challenges; therefore, it is recommended that the usage of PMS should be the desire of all hotels in Ghana to enhance the service quality and experience offered to both local and foreign guests.
