We Asked: Have you switched from pencil and paper to computerized guest management software? If no, why not? If yes, how would you advise other innkeepers of the pros and cons?

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Question for our next issue: From travels with stuffed animals to inflatable sharks, guests do the darndest things. Share your best funny story with us!

Editor's Note: We were delighted by the number of responses and the wide range of opinions received in answer to this month's question, and were sorry that space limitations didn't allow us to include everyone's responses. In general, the responses fell into these categories:

1. Primarily use property/guest management software
2. Primarily use paper and pencil
3. Use a combination of both

The most common software complaint relates to the fact that innkeepers do so many different jobs, and are so rarely at their desks when the phone rings. As a result, the combo approach (using both PMS & paper/pencil) is very common. Two factors will affect this in the future:

• Pocket PCs: These hand-helds will become increasingly common and affordable, and will permit innkeepers to check availability via computer as easily as with a three-ring binder.
• Online Reservations: Like it or not, online confirmed reservations are rapidly growing in popularity with the traveling public. If you decide to offer guests this option, you can use your telephone message to direct potential guests to your website to reserve a room, while you enjoy a dinner out without cell phone interruptions.

"We have both a paper and computer system! The Innkeeper, my wife and boss, wants the paper system as it's familiar and concrete. The Business and Marketing Manager (me) wants automated financial reporting, online reservations and marketing statistics that a computerized system provides. The two methods, as well as spouses, coexist very well." Charlie & Maria Tomlinson, Harrison House B&B, Corvallis, OR

"I'm doing half paper, half computer. I keep my reservation calendar in a three-ring binder; it's more portable and you don't need any technical ability to use it. Later, I enter the reservations in my guest management software. We forward the inn phone number to our cell phone, then take the binder everywhere - grocery shopping, out to dinner, on vacation. We also make little notes all over the calendar and have the whole picture of everything we need to know for a day, including late arrivals, flowers needed, which guests are together, which ones we can move to a different room if necessary, extra beds that need to be set up, how many guests for meals, and for our housekeeping staff - which rooms have departing guests and which are stay-overs. The handwritten reservation sheet becomes a permanent record (which we're also required to have by state law) for these guests. After they stay we make more notes on it, such as what food we fed them, special dates like birthdays or anniversaries, and anything else that we think is important to remember for a return visit. Our reservations book can also serve as a backup if we should have computer problems. The guest management software prints our confirmation letters and our invoices for checkout, transfers to our printer for our mailings, and tracks how people found us. It gives a bookkeeping record of sales by room, by income category and any other way we request. If you use an online reservation program, you can download directly from the software to show your availability online." Yvonne Martin, The White Oak Inn, Danville, OH

"We opened our 15-unit island inn last year and I can't imagine life without my computerized reservation system. We use Guest Tracker (GT), an indispensable 'employee' who helps with accounting, taxes, selling, administration and correspondence. GT strengths are in the following areas:

• Selling: The availability chart provides instant visual information on exactly which units are available at any time. I can see exactly what is available and if discounting is appropriate.
• Booking: GT automatically generates registration forms, confirmation letters/emails, invoices, labels and other documents that include financial and address details. It also tracks the origin of leads so I know which advertising works.
• Guest relations: GT helps me maintain personal details about each guest so I have a "perfect memory" for their future visits.
• Finances: It's easy to calculate state and local taxes, as well as to export deposits, refunds and payments into QuickBooks.
• Planning: It's simple to forecast and compare occupancy and income.
• Unit price management: I easily create documents and price any range of units and seasons.

"Most of these programs offer an on-line reservations calendar that displays your availability and can even allow guests to book their own rooms on-line. To me, this has no value and I don't use it for many reasons. I want to talk to potential guests to help them find the perfect accommodations. Kent Davis, Siam Garden Resort, Anna Maria Island, FL