International Journal of Travel.
Hospitality and Events Volume 4 Number 2 Year 2025 Pages 150-162 DOI: 10.
56743/ijothe.
e-ISSN 2828-2590 p-ISSN 2828-5093 Exploring the Use of PMS in a New Hotel: A Case Study in Nio Garden Hotel Sumbawa Kevin Gustian Yulius1*.
Kezia Evelyn2 1Tourism.
Faculty of Hospitality & Tourism.
Universitas Pelita Harapan 2 Hospitality Management.
Faculty of Hospitality & Tourism.
Universitas Pelita Harapan Email: kevin.
yulius@uph.
edu, 21541240012@student.
Received on 30 April 2025
Revised on 27 May 2025
Accepted on 30 May 2025
ABSTRACT
Purpose: This study investigates how the implementation of a Property Management System at Nio Garden Hotel Sumbawa influences the efficiency of Front Office operations and the overall quality of guest service.
It seeks to understand the extent to which early adoption of a digital management platform can support a new hotel in a developing tourism region.
Research methods: A qualitative case study approach was employed.
Primary data were gathered through a semi structured interview with the Front Office Manager.
Secondary data comprised a thematic analysis of twenty nine guest reviews sourced from Google Review.
Booking.
Tiket.
com, and Agoda.
The property management system under study is Atlantis.
Results and discussion: The system has improved the speed and accuracy of reservation handling, check in and check out procedures, billing, and room status Nevertheless, challenges persist in the assignment of rooms under maintenance, uneven integration of payment methods in the restaurant, and lapses in communication that affect breakfast availability and guest notifications.
These findings indicate that while the system has potential, full optimization is hindered by staff learning curves and partial deployment of key features.
Implication: To maximize the benefits of a property management system in small or family-owned hotels, continuous staff training, deeper integration across all hotel departments, and proactive digital communication strategies are essential.
This will lead to more consistent service delivery and higher levels of guest Keywords: Front Office Operations.
Guest Satisfaction.
Property Management System.
Thematic Analysis INTRODUCTION Tourism in Indonesia has increasingly expanded beyond traditional destinations such as Bali and Jakarta (Fadli et al.
, 2022.
Sianipar et al.
, 2.
with rising attention directed toward lesser-known regions like Sumbawa, an island in West Nusa Tenggara (Juliansyah et al.
, 2024.
Pamungkas & Sesanti.
Soepriyanti et al.
, 2023.
Tajidan et al.
, 2.
Sumbawa offers scenic landscapes, coastal charm, and cultural richness that are gradually drawing interest from both domestic and international travelers (Qodri et al.
, 2024.
International Journal of Travel.
Hospitality and Events Volume 4 Number 2 Year 2025 Pages 150-162 DOI: 10.
56743/ijothe.
e-ISSN 2828-2590 p-ISSN 2828-5093 Suprianto & Saputra, 2023.
Tahir et al.
, 2.
As this tourism momentum grows, the regionAos hospitality sector must evolve to meet guest expectations while simultaneously building professional infrastructure (Kyfyak & Kyfyak, 2024.
Redmond & Sharafizad, 2020.
Sampaio et al.
, 2.
A crucial element in this growth is the emergence of new hotels (Wei et al.
, 2.
, which often operate with limited resources but are expected to deliver service quality comparable to more established competitors (Kolodiziev et al.
, 2.
One such establishment is Nio Garden Hotel, a three-star property located in Sumbawa Besar nearby the Sultan Muhammad Kaharuddin i airport, which began operations in mid-2024 (Nio Garden Hotel, n.
With 26 rooms, a swimming pool, and an on-site restaurant, the hotel positions itself as a modern choice for travelers in a developing destination.
Despite being newly established, the hotel has shown a proactive stance by implementing a Property Management System (PMS)Aispecifically, a system called AtlantisAias part of its initial operational setup (Atlantis Systems Asia, n.
This early adoption of digital tools reflects an effort to standardize procedures and optimize service delivery from the outset (Dhiman & Anand, 2015.
Nirmala, 2.
A PMS is a core technological platform in hotel management, designed to integrate multiple operational functionsAisuch as reservations, billing, guest check-in and check-out, housekeeping coordination, and reportingAiinto a single system (Abukhalifeh & Pratt, 2022.
Sutrisno et al.
, 2.
Within the Front Office Department, which serves as the first and last point of contact for guests, a PMS facilitates real-time communication across departments, enhances workflow efficiency, and supports a structured service process (Nirmala, 2021.
Sutrisno et , 2.
For newly opened hotels, this type of system can provide a critical foundation for managing daily activities and accelerating staff adaptation to standardized hospitality procedures (Murphy, 2.
However, the success of PMS implementation is not solely determined by system capabilities (Dhiman & Anand, 2.
Factors such as staff familiarity with the software, infrastructure limitations, and the clarity of operational procedures significantly influence whether the PMS delivers its intended benefits (Guo et al.
Widagdo & Roz, 2.
While technology can streamline internal tasks, service qualityAiparticularly in hospitalityAiis still judged by guest perception, which depends on the seamlessness, warmth, and reliability of their interactions (Lei et al.
, 2025.
Roy & Pagaldiviti, 2.
Therefore, an effective PMS must not only improve efficiency but also support service standards that directly shape guest experiences (Anwar et al.
, 2.
In the case of Nio Garden Hotel, despite the integration of digital systems, early guest feedback presents a mixed picture (Google Reviews, 2.
As of April 2025, the hotel has received a Google Review rating of 3.
9 out of 5, suggesting that operational improvements have not yet fully translated into consistently high customer satisfaction (Cho et al.
, 2024.
Fan et al.
, 2022.
Vo et , 2.
Online guest reviewsAioften influenced by tangible elements like room cleanliness and amenities, as well as intangible aspects such as staff friendliness and responsiveness (Morishita, 2023.
Permatasari et al.
, 2.
Aioffer valuable insights into the real-world impact of technological adoption on service delivery.
Implementing a PMS in a new hotel environment brings both opportunities and vulnerabilities (Abukhalifeh & Pratt, 2.
On the one hand, it introduces a structured system that supports accuracy in booking, billing, and interdepartmental coordination (Sutrisno et al.
, 2.
On the other hand, the International Journal of Travel.
Hospitality and Events Volume 4 Number 2 Year 2025 Pages 150-162 DOI: 10.
56743/ijothe.
e-ISSN 2828-2590 p-ISSN 2828-5093 early phase of hotel operations often involves lean staffing, evolving standard operating procedures, and a learning curve that may limit the systemAos effectiveness (Guo et al.
, 2.
These conditions can create a gap between what the system is designed to deliver and what actually occurs in practice.
In a digital era where online guest impressions significantly influence a hotelAos reputation, the ability to align back-end operational efficiency with frontend service quality becomes essential (Anwar et al.
, 2.
While automation and system integration may improve internal consistency, the ultimate measure of success lies in the guestAos experience (Praharaj et al.
, 2.
If the use of technology fails to enhance service touchpoints that guests perceive and value, it may not be enough to build trust, satisfaction, or loyalty, especially for hotels in their formative stages (Sumali et al.
, 2024.
Yang et al.
, 2.
This study seeks to explore the use of PMS in the daily operations of Nio Garden HotelAos Front Office and examine its relationship with early-stage operational challenges.
Through a qualitative case study approach, the research investigates how the system is utilized, what benefits and limitations are encountered, and how these elements might relate to the hotelAos guest experience outcomes.
This paper try to correlate the connection between adoption of a Property Management system and Online Guest Reviews through interview and thematic analysis.
The novelty of this research lies in its contextual focus: a newly opened hotel in an emerging tourism destination adopting digital systems from inception.
While most academic literature explores PMS in large or well-established hotels (Dhiman & Anand, 2015.
Murphy, 2013.
Nirmala, 2021.
Sutrisno et al.
, 2.
, this paper contributes to understanding how small, start-up hotels in less-developed areas experience and adapt to technology-driven hospitality management.
highlights how early digital adoption interacts with local constraints, guest feedback, and organizational growth in the formative stage of hotel operations.
International Journal of Travel.
Hospitality and Events Volume 4 Number 2 Year 2025 Pages 150-162 DOI: 10.
56743/ijothe.
e-ISSN 2828-2590
p-ISSN 2828-5093
RESEARCH METHODS
Figure 1.
Research Methods Flowchart [Source: Processed Data .
This study employs a qualitative case study approach .
Nakar & Aykol, 2.
aimed at understanding the implementation and impact of the Property Management System (PMS) within the Front Office operations of a newly established hotel.
The focus of this research is on exploring the experiences of key operational staff regarding the use of the PMS, identifying both the benefits and the challenges in its daily application, and examining how these factors may influence guest satisfaction.
The inquiry is designed to capture the nuanced dynamics between digital technology adoption and service delivery through detailed, context-specific insights.
Primary data were collected through a semi-structured interview (Creswell & Creswell, 2.
with the Front Office Manager of Nio Garden Hotel.
This key informant was chosen due to their comprehensive involvement in daily operations and intimate knowledge of the PMS integration process (Lokot, 2.
The interview aimed to elicit in-depth perspectives on how the PMS facilitates International Journal of Travel.
Hospitality and Events Volume 4 Number 2 Year 2025 Pages 150-162 DOI: 10.
56743/ijothe.
e-ISSN 2828-2590 p-ISSN 2828-5093 operational tasks, the challenges encountered during the early stages of system usage, and its perceived impact on service quality and guest experiences (Aung et al.
, 2.
Data analysis was carried out using thematic analysis (Naeem et al.
, which involved coding and identifying patterns from the interview transcript and connecting these findings to the themes emerging from online guest reviews, particularly from Google Review.
Agoda.
Booking.
com and Tiket.
triangulating the internal operational perspectives provided by the Front Office Manager with the external feedback from guests, the study seeks to construct a holistic understanding of how the PMS influences both the efficiency of internal processes and the overall guest experience.
RESULTS & DISCUSSION
Nio Garden Hotel Sumbawa Nio Garden Hotel officially opened on July 5, 2024, in Jl.
Kerangka Baja.
Brang Bara.
Kec.
Sumbawa.
Kabupaten Sumbawa.
Island of Sumbawa Besar.
Nusa Tenggara Barat.
This hotel offered a total of 26 guestrooms across four room categories: Standard.
Superior.
Deluxe, and Junior Suite.
Each room type is equipped with standard amenities such as air conditioning, a flat-screen television, a water kettle, and a full set of toiletries, with higher room categories providing additional features like a minibar, sofa bed, and bathtub.
The hotel also offers several public facilities including a swimming pool, rooftop area, garden, restaurant, ballroom, and meeting rooms.
To support operational management across departments.
Nio Garden Hotel has adopted the Atlantis Property Management System (PMS) since its early operations, integrating it into key departments such as Front Office.
Housekeeping.
F&B.
Back Office, and Purchasing.
The implementation of PMS Atlantis at Nio Garden Hotel plays a critical role in streamlining front office operations, facilitating processes such as reservation management, check-in and check-out, guest billing, and real-time room status updates.
The system is integrated across departments, enabling efficient communication between the Front Office.
Housekeeping, and Accounting teams.
Staff members involved in Front Office operationsAiincluding receptionists, concierge staff, reservation agents, and guest relation officersAiare trained and authorized to access the PMS to manage guest data and service The PMS also contributes to operational control by securing key issuance, managing billing processes, and supporting service consistency across While the hotel has successfully implemented the PMS to improve daily operations, it continues to monitor the systemAos performance and recognizes the need for periodic upgrades and staff training to ensure long-term efficiency and service quality.
International Journal of Travel.
Hospitality and Events Volume 4 Number 2 Year 2025 Pages 150-162 DOI: 10.
56743/ijothe.
e-ISSN 2828-2590 p-ISSN 2828-5093 Figure 2.
Google Map Screenshot of Nio Garden Hotel Location [Source: Google Maps .
] Front Office Operations at Nio Garden Hotel The Front Office at Nio Garden Hotel is responsible for a range of core functions that center on guest arrivals, stays, and departures.
Its main functions include managing guest check-ins and check-outs, handling reservations from both direct and OTA channels, providing guest services, coordinating with other departments, processing billing, and maintaining accurate guest records.
The check-in process follows a clear sequenceAiwelcoming the guest, verifying identification, entering data into the PMS, assigning a room, issuing a keycard, and briefing the guest on hotel amenities and schedules.
Similarly, the check-out process involves greeting the guest, confirming room status with Housekeeping, settling any outstanding charges, and finalizing the departure in the PMS .
Central to these operations is the Atlantis PMS, which offers real-time room-status updates, guest data management, automatic key-locking/unlocking, deposit tracking, and seamless communication between Front Office.
Housekeeping, and Accounting.
Access to the PMS is granted to key staff rolesAi namely the Front Office Manager.
Front Desk Supervisor.
Receptionists.
Guest Relations Officer, and Reservation AgentAiensuring that those who directly handle guest interactions can update and retrieve information instantly.
Bellboys, whose duties focus on luggage assistance, do not have PMS access but rely on the departmentAos coordination to serve guests effectively .
On a day-to-day basis.
Front Office personnel prepare and maintain their workstations, continuously monitor incoming bookings, coordinate room readiness with Housekeeping, and update the PMS to reflect any service requests or changes.
Despite these efficiencies, staff face several challenges:
the systemAos complexity can slow operations until users are fully proficient.
reliance on the PMS means that network or hardware instability directly impacts and ongoing staff training and periodic system upgrades are necessary to keep pace with evolving operational needs.
Addressing these challenges is critical to leveraging the PMSAos full potential and sustaining high levels of guest International Journal of Travel.
Hospitality and Events Volume 4 Number 2 Year 2025 Pages 150-162 DOI: 10.
56743/ijothe.
e-ISSN 2828-2590 p-ISSN 2828-5093 Thematic Analysis of Guest Reviews Below is a table that integrates the thematic analysis of 29 guest reviews from Google Reviews.
Booking.
Tiket.
com, and Agoda.
com extracted on April 2025, showing both positive and negative aspects and relating them to the potential impact or role of the PMS in Nio Garden Hotel, a newly established hotel in Sumbawa.
Table 1: Thematic Analysis of Guest Reviews Theme Hotel Facilities Positive Reviews A Guests appreciate spacious rooms, with overall positive remarks on upkeep and strategic location .
AuBagusAy.
AuTempat yang bagus dan bersihA.
Food & Beverage A Positive comments on the quality of food, with praise for the restaurant occasional mentions of excellent coffee and tea, highlighting a strong F&B Swimming Pool A The swimming pool is generally well-received for its appeal and view, contributing positively to Service & Staff A Many reviews highlight friendly and helpful staff, interpersonal service is a strong point for the hotel.
Negative Reviews A Some issues with room .
malfunctions, missing work des.
and instances where rooms under maintenance suggesting that room status updates may not be fully A Complaints about breakfast running out early and limited options, along with the F&B payments are accepted only in cashAiindicating gaps in integrating restaurant systems with the PMS.
A Reports of poor pool maintenance .
irty conditions, overcrowding, or misuse of the space for swimming lesson.
and issues such as the absence of pool towels, shortcomings in scheduling or facility management functions offered by the PMS.
A Negative feedback includes check-in .
uch unexpected upgrade charge.
and shuttle service problems, which could be linked to the early-stage adaptation of the PMS and staff training International Journal of Travel.
Hospitality and Events Volume 4 Number 2 Year 2025 Pages 150-162 DOI: 10.
56743/ijothe.
e-ISSN 2828-2590 p-ISSN 2828-5093 A In contrast, other guests find the prices too high for the perceived quality, indicating a discrepancy between cost and outcomesAi possibly due to inefficiencies or incomplete integration of management features within the PMS.
Payment Options A (Few positive A A noted limitation is that the comments, suggesting restaurant requires cash-only that for most guests the payments, is inconveniencing guests and reflecting a gap in the digital payment integration within the PMS.
Noise & A Some aspects of the A However, issues like Atmosphere hotelAos atmosphere, such continuous music from early as its modern look and morning design, receive positive environments .
, live music and a crowded pool are.
detract from the guest experience, indicating that while the PMS may help with operational tasks, it doesnAot control environmental factors [Source: Google Reviews.
Booking.
Tiket.
com, & Agoda.
] Pricing & Value A Some reviews note a good price-performance ratio, and a few find the pricing to be affordable relative to the provided Optimalization of PMS in Small Hotel Operation Nio Garden Hotel, a newly established and family-owned property in Sumbawa Besar, has implemented a Property Management System (PMS) since its opening to manage operations across departments.
Guest reviews, however, reveal a range of service inconsistencies that indicate the PMSAos functions are not yet fully optimized.
Issues such as assigning rooms under maintenance, broken amenities, and missing room features point to insufficient coordination between the Front Office.
Housekeeping, and Maintenance teams.
A fully integrated PMS enables real-time tracking of room status, allowing staff to update, block, or reassign rooms that are out of service before guests check in.
This coordination helps ensure that rooms are consistently cleaned, inspected, and service-ready, reducing complaints related to physical conditions.
The PMS also plays a significant role in supporting food and beverage Several reviews mentioned dissatisfaction with the breakfast experience, such as items running out early or limited availability.
When integrated with a point-of-sale (POS) system, the PMS can assist with monitoring restaurant inventory, forecasting demand based on occupancy, and reducing stock-outs by aligning production with expected guest volume.
Furthermore, guest charges from the restaurant, minibar, or other outlets can be automatically posted to room International Journal of Travel.
Hospitality and Events Volume 4 Number 2 Year 2025 Pages 150-162 DOI: 10.
56743/ijothe.
e-ISSN 2828-2590 p-ISSN 2828-5093 folios, reducing billing errors and improving payment accuracy.
For a small hotel like Nio Garden, such integration streamlines F&B operations and enhances the guest experience by ensuring food availability, faster billing, and seamless crossdepartment coordination.
Guest communication is another area where PMS capabilities can significantly improve service delivery.
Reviews of Nio Garden pointed out instances of miscommunication, such as unexpected upgrades or unfulfilled shuttle requests.
A PMS with automated guest messaging and profile tracking allows hotels to send real-time updates and reminders about room readiness, transport schedules, and special requests (Abukhalifeh & Pratt, 2.
Moreover, staff can access guest preferencesAisuch as bed type, dietary needs, or past complaints, helping them personalize service and reduce misunderstandings.
Automating these communications also supports consistency even when staffing is minimal, which is a common challenge in newly established, smaller hotels.
Pricing and payment-related feedback also highlight the importance of PMS optimization.
Some guests perceived the room rates as too high relative to the quality delivered, while others expressed frustration over limited payment options, especially at the hotelAos restaurant.
A PMS helps standardize pricing across all booking channels, ensuring transparency and accuracy.
With centralized rate control, the hotel can manage seasonal adjustments, discounts, and promotions more consistently.
On the payment side, connecting the PMS with digital payment gateways allows guests to use various payment methods, including credit cards, and enables restaurant purchases to be charged directly to guest rooms.
For hotels in smaller cities, this flexibility improves financial transparency and reduces friction in the guest journey.
CONCLUSION
This study examined the early adoption and operational impact of the Atlantis Property Management System (PMS) at Nio Garden Hotel, which commenced operations on July 5, 2024.
Through a semi-structured interview with the Front Office Manager and thematic analysis of 29 guest reviews, we found that PMS functionsAiautomatic key locking, reservation and deposit management, real-time room-status updates, and integration with Housekeeping and AccountingAisubstantially streamlined Front Office workflows and centralized data across all departments .
At the same time, guest feedback highlighted persistent service gapsAirooms under maintenance being assigned, breakfast shortages, cash-only restaurant payments, and communication lapsesAithat point to underuse of PMS modules and insufficient staff training.
Early technical challenges, including system complexity and internet instability, also limited the PMSAos full potential.
To address these issues.
Nio Garden Hotel should implement regular system upgrades, deliver targeted staff training on advanced PMS features (Yulius et al.
, 2.
, and embed PMS workflows into clear standard operating Leveraging maintenance-management tools would prevent out-oforder rooms from being booked.
integrating the PMS with the restaurantAos POS would ensure consistent breakfast availability and seamless billing.
and activating automated guest messaging would keep guests informed about shuttle schedules, room readiness, and special requests.
Centralized rate control via the PMS would eliminate pricing discrepancies, while digital payment integration would remove the cash-only constraint.
Monitoring key performance indicatorsAi International Journal of Travel.
Hospitality and Events Volume 4 Number 2 Year 2025 Pages 150-162 DOI: 10.
56743/ijothe.
e-ISSN 2828-2590 p-ISSN 2828-5093 such as room-ready times, stock-out incidents, and guest satisfaction scoresAi will enable the hotel to track improvements over time.
Future research might assess the longitudinal effects of these interventions or compare PMS adoption in similar small hotels across emerging destinations.
By optimizing its PMS implementation.
Nio Garden Hotel can bridge the gap between internal efficiency and guest-perceived service quality, laying a foundation for sustainable growth in developing tourism markets.
ACKNOWLEDGEMENT
The authors would like to extend our gratittude to Faculty of Hospitality & Tourism.
Universitas Pelita Harapan and the management of Nio Garden Hotel Sumbawa.
REFERENCES