Analisis Penerapan Property Management System (PMS) pada Operasional Hotel Aston Purwokerto
DOI:
https://doi.org/10.30640/jumma45.v5i2.8173Keywords:
Hotel operations, Management information system, Operational effectiveness, Property management system (PMS), Sentec PMSAbstract
. Advances in information technology have encouraged the hospitality industry to adopt integrated
information systems to improve operational effectiveness and service quality. One of the most widely used
systems is the Property Management System (PMS), which integrates hotel operational activities into a
single platform. This study aims to analyze the implementation of the Sentec Property Management System
(Sentec PMS) in supporting operations at Aston Purwokerto Hotel & Convention Center, to identify the
benefits obtained, and to examine the challenges encountered during its implementation. A qualitative case
study design was applied. Data were collected through in-depth interviews, observations, and
documentation involving six informants selected by purposive sampling. The data were analyzed through
data reduction, data display, and conclusion drawing and verification, while data validity was ensured
through source and technique triangulation. The findings indicate that Sentec PMS is implemented in an
integrated manner across the front office, housekeeping, food and beverage, and administration and
finance departments. The system improves operational efficiency, accelerates information exchange
between departments, reduces recording errors, and supports managerial decision-making through real
time information. However, several challenges remain, including uneven user competence, dependence on
the system and internet connectivity, and the need to adapt to system updates. Continuous user training and
periodic system evaluation are therefore necessary to optimize the use of Sentec PMS. This study offers a
reference for other hotels seeking to optimize PMS implementation to improve service quality.
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