To reverse this trend, hoteliers must demand more from their technology partners. Modern platforms should be intuitive, efficient, and designed with the end user in mind. A well-designed user experience (UX) and user interface (UI) can boost adoption, accelerate onboarding, and empower staff to focus on delivering exceptional hospitality.
Here are three elements to consider when investing in hotel technology that prioritizes the user experience:
- Technology Should Be Designed Around How Hotel Staff Actually Work
- Intuitive Design Reduces Training Costs and Boosts Retention
- Empower Staff, Streamline Workflows, and Retain Talent Through Smart Design and Automation
To truly support hospitality, hotel technology must be designed around the people who use it every day, and design every interface with their workflows, behaviors, and goals in mind. When hotel workers perceive that their PMS is working with them—not against them—they’re far more likely to engage deeply with it, explore its capabilities, and develop confidence in their daily workflows.
On the surface, a visually engaging and intuitively structured UI invites curiosity and encourages self-guided learning, making it easier for staff to teach themselves how to get the most out of the system. But great UX/UI design is about more than aesthetics—it should be designed around human behavior. It should reflect how people actually think, act, and solve problems in a fast-paced, guest-facing environment. That means guiding behavior with clear actions, using plain language, minimizing clutter, and offering just the right information in the right context. When technology is designed this way, it supports—not interrupts—the natural flow of service.
When hotel technology is intuitive, it doesn’t just improve daily operations—it directly impacts training, hiring, and retention. According to Cornell University’s School of Hospitality Management, hiring and retraining a hotel employee is $5,864. For operators already facing labor shortages and high turnover, this adds up fast. But PMS platforms with user-friendly UX/UI can significantly reduce onboarding time—from weeks to just days—allowing staff to get up to speed quickly and confidently.
This shift gives hoteliers more freedom in hiring. With intuitive systems, you can focus on candidates who excel at guest engagement and service—not just those who can navigate clunky, outdated tech. And when employees feel supported by tools that make their jobs easier, they’re more likely to stay, grow, and succeed. In short, smart UX/UI design doesn’t just make systems easier to use—it helps create a more agile, loyal, and service-driven workforce.
A modern PMS with intuitive UX/UI and flexible, mobile functionality doesn’t just improve operations—it empowers your workforce. When hotel staff can quickly master their tools, break free from the front desk, and focus on delivering guest-centered service, job satisfaction rises and turnover drops. Engaged employees who feel confident in their tools are more likely to take ownership of their work, stay committed to their roles, and grow with the company—leading to stronger team retention and better guest experiences.
Automation further lightens the load by handling repetitive tasks like reporting, room assignments, and inventory updates—freeing up time for meaningful interactions that define great hospitality. But automation should never mean loss of control. It should support decision-making, not replace it. The most effective PMS platforms deliver real-time alerts on booking changes, pricing shifts, and market trends—keeping staff informed and in sync.
Conclusion: Better Service and Happier Staff Through Thoughtful UI/UX Design
Ultimately, technology should enhance the human side of hospitality—not compete with it. A PMS that prioritizes smart UX/UI, mobile flexibility, and user-driven automation doesn’t just make systems easier to use—it makes hotels better places to work, operate, and stay. And when staff are supported by thoughtfully designed tools, they’re free to deliver the kind of warm, personal service that keeps guests coming back.
About the Author
Nicole Dehler is Stayntouch’s VP of Product, and has over 25 years of experience in both the product development and the hospitality industry. Before joining StayNTouch, Ms. Dehler worked as the Regional Director of Operations, Enterprise & Distribution Systems for MICROS Systems, and directly in the field as the Reservations Manager for The Criterion Hotel in Perth Australia.
