The technical expertise your team needs. Without the guesswork.
Your Property Management System is the engine room of your hotel. When it's configured correctly, everything runs smoothly. Bookings are accurate, reports are reliable and your team can focus on selling. When it isn't, the cracks show up everywhere.
Hotel PMS systems support & property management system consultancy
Slow workarounds. Unreliable data. A migration that nobody feels confident managing. A team that's been trained on the software but not on your software.
We've been inside more hotel management systems than most. We know where things go wrong, and we know exactly how to fix them.
Vicky Roberts Hotel Support provides expert PMS support for hotels and hospitality venues across the UK, from configuration and optimisation through to full migration project management. Whether you're implementing a new system or cleaning up years of inconsistent data entry, we bring the technical knowledge and the operational understanding to get it right.
What is PMS support?
A Property Management System touches every part of your hotel's commercial operation, reservations, events, reporting, revenue management and guest communications. But having the software is only half the story. How it's configured, how it's used and how well your team understands it determines whether it's an asset or a liability.
Our PMS support service bridges the gap between what the software can do and what your hotel actually needs it to do.
What we do
Configuration & optimisation
We review your existing system setup from the ground up, cleaning up historical data, correcting market segment configurations, ensuring your reporting fields are accurate and building personalised user guides so every member of your team uses the system consistently.
If your ‘business on the books’ reports don't reflect reality, this is usually where the problem starts.
Migration & installation management
Switching to a new hotel management systems software, such as moving to Opera Cloud, is one of the highest-risk projects a hotel can undertake. We act as your dedicated Project Manager throughout, overseeing the live load, coordinating with your software provider and ensuring every existing and future booking is migrated accurately before your ‘go live’ date.
Bespoke user guides & training
Software providers offer generic overviews. We provide training and documentation tailored to your hotel's specific workflows, packages and commercial structure, so your team knows not just how the system works, but how to make it work for your property.
Ongoing system support
Once your system is configured and your team is trained, we remain available for troubleshooting, reporting queries and ongoing optimisation as your business evolves.
Systems we work with
Our team has extensive working knowledge across the major hotel PMS systems used by UK and European properties, including:
- Opera (Cloud,PMS, S&C)
- Delphi
- Thynk
- Salesforce
- Rezlynx
- KX
- Protel
- Ideas
- Duetto
- Smart Space
If your system isn't listed, get in touch - the chances are, we've encountered it.
Why hotels come to us
Hotel PMS systems are complex, and the consequences of getting them wrong are significant. Our clients typically reach out when:
They're facing a migration and don't have the internal resource to manage it. Expecting your onsite team to oversee a 1,000-booking data migration while continuing to handle guests and enquiries is a recipe for errors. We take that project off their plate entirely.
Their reports can't be trusted. Years of inconsistent data entry leave systems in a state where Business on the Books figures are unreliable, and ownership can't get a clear picture of performance. We fix the configuration, so the data becomes meaningful again.
They're opening a new property. A newly built or rebranded hotel needs its system built from scratch, with professional standards for segmentation, rate loading and financial tracking embedded from day one.
Their team has learned workarounds instead of solutions. When a system isn't configured to handle a hotel's specific needs, such as corporate contracts, wedding packages, group rate structures and more, staff invent workarounds that compound over time. We eliminate those inefficiencies at the source.
A migration has gone wrong. Overbookings, missing reservations, incorrectly loaded rates. The fallout from a poorly managed system change can take months to unpick. We stabilise the situation and rebuild confidence in the data.
The risk of getting it wrong
A hotel management system migration is not a standard IT project. The stakes are uniquely high in hospitality, a single data error can mean a guest arriving to find no room, an event booked at the wrong rate or a revenue report that sends ownership in entirely the wrong strategic direction.
We understand that pressure because we've worked on the operational side.
We know what a Go Live looks like from the inside of a busy sales office, and we manage every migration with that reality front of mind.
Who this is for?
Our hotel PMS systems support is trusted by properties across the UK that need technical expertise without the cost of a full-time systems specialist. We work with:
- Hotels undergoing a PMS migration who need a dedicated project manager with hospitality-specific knowledge
- Established properties where historical data issues are compromising reporting accuracy
- Newly opened or rebranded hotels that need a system built correctly from the ground up
- General Managers and owners who need reliable data to make commercial decisions and currently can't get their hands on it
Ready to talk?
Whether you're planning a migration, struggling with your current setup or simply want an expert to review your system configuration, we're happy to take a look.