The Property Management System and Interfaces Chapter 7

The Property Management System and Interfaces Chapter 7 Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

Interview n Gary Cooke Industry Manager-Hospitality and Food Service Microsoft n Software and platform foundation n ASP’s to play a significant role in the future n Technology to create more options for hoteliers Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

1. Introduction n Property Management Systems - PMS ¨ Evolving ¨ Complex ¨ Peer n to Peer (P 2 P) Same application installed on more than one computer Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

Introduction n PMS - Centric Model Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

2. PMS Functionality n PMS must be able to provide six basic functions ¨ Enable guests to make reservations ¨ Enable guests to check-in/register when they arrive and check-out/pay when they leave ¨ Enable staff to maintain guest facilities ¨ Account for guests’ financial transactions ¨ Track guests’ activities for use in future sales efforts ¨ Interface with other systems Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

PMS Functionality n Enable guests to make reservations Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

PMS Functionality n Enable guests to check-in/register when they arrive and check-out/pay when they leave ¨ At front desk ¨ Remotely PDA n Remote terminal n Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

PMS Functionality n Enable staff to maintain guest facilities ¨ Room Type ¨ Status ¨ Occupant ¨ Inspections Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

PMS Functionality n Account for guests’ financial transactions ¨ Credit Card Information ¨ Address Information Business n Home n ¨ Room Rate ¨ Room Charges n Night Audit ¨ Collects and Posts Room/Guest Data Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

PMS Functionality n Track guests’ activities for use in future sales efforts ¨ Information relevant and beneficial to future sales efforts ¨ Accessed by: CRS - Central Reservation System n CRM - Customer Relationship Management n Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

PMS Functionality n Interface with other systems ¨GDS - Global Distribution System ¨CRS - Central Reservation System n must integrate seamlessly even if from different vendors ¨Sales and Catering Applications ¨POS (F&B) ¨Retail Points Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

PMS Functionality n Interface with other systems ¨HVAC or EMS Systems ¨In-Room Amenities ¨Messaging ¨Security ¨Call Accounting System Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

3. Four Key Interfaces Real-time interface with the GDS/CRS n The activities management system n Built-in revenue and yield management n The enterprise n Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

Real-time Interface GDS/CRS n Goal: to generate revenue n ¨ Complicated due to different business models and varying relationships between entities n Real-time: greater flexibility ¨ Costly to develop systems Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

Real-time Interface n Activities Management Systems ¨ Internet Access ¨ Sports/Sports Lessons (Golf, tennis) ¨ Swimming ¨ Spa/Gym Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

Real-time Interface n Tracks guest room and activities ¨ Cancels appointments if guest cancels or checks out ¨ Guests do not have to enter information twice Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

Real-time Interface n Revenue and Yield Management Tools ¨ Managing room sales to maximize revenue and profits ¨ Examines multiple variables and provides complex calculations Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

Real-time Interface n The Enterprise ¨ Refers to all systems - front and back PMS (front) n Payroll, Purchasing, HR (back) n ¨ EAI n - Enterprise Application Integration End goal: ¨ ¨ of fewer redundancies and increase in collaborative synergy ¨ ERP - Enterprise Resource Planning ¨ BPI - Business Process Integration Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

4. GUI - Graphical User Interface n Intuitive n ¨ Fits naturally with expectations Ease of training n Multi-lingual n Includes Websites n Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458

5. Summary n Understanding Property Management Systems and its interfaces are vital to management n Focal point of data collection n Additional Resources www. hotel-online. com -daily news service www. idg. net -online technology content www. isworld. org -academic research Technology Strategies for the Hospitality Industry Nyheim, Mc. Fadden, & Connolly © 2005 Pearson Education, Inc Upper Saddle River, New Jersey 07458