Stayntouch has published an adapted version of a Q&A with Priya Rajamani, SVP of Client Success, Implementation & Support, that first ran in Lodging Magazine. She discusses how labor pressures and connected tech stacks are changing the way hotel teams learn their PMS.
Design for the user
Rajamani says faster onboarding starts with a PMS built around the people who use it. A clean, intuitive interface with clear actions and plain language can cut learning time from weeks to a few hours. That also widens hiring, letting hotels prioritize people who are great with guests rather than good at navigating clunky software.
Self-guided, mobile and AI-assisted learning
Because hotels never stop running, staff rarely have time for formal sessions, so self-guided training on devices they already carry matters. AI helps build and refresh content quickly and target it by role. Structure still counts: certifications, test environments, progress tracking, multi-language courses and a searchable knowledge base show whether training is actually landing.
Training on integrations
With many hotels juggling a dozen or more vendors, Rajamani says training staff on integrations can be harder than implementing them. She recommends self-serve help such as in-app chat, close vendor partnerships with expert installation and priority support, and caution about one-size-fits-all "plug and play" options. PMS providers should share the vendor documentation their own teams use and share training content with integration partners.
Common mistakes
Too many hotels treat training as a one-off before go-live. Better-performing properties use real scenarios, such as a rate override at check-in or a split folio at checkout, timed for when staff need them, along with safe practice environments, knowledge checks, manager visibility and room to explore other roles.
What's next
Rajamani expects AI to keep accelerating content updates and role-specific learning paths to replace generic onboarding. The payoff for guests: shorter waits, fewer errors and more consistent service.
Originally published by Stayntouch: Stayntouch's Priya Rajamani on How Hotels Should Rethink PMS Training
