GORDON COLLEGE

COLLEGE OF BUSINESS AND ACCOUNTANCY

BACHELOR OF HOTEL AND RESTAURANT MANAGEMENT




CASE STUDY
IN
HRM 333
ROOMS DIVISION AND CONTROL SYTEM




Submitted by:
JULIUS JAY E. EDILLOR
BS HRM III - A


Submitted to:
MR. EDWARD KIM CASEJA LEGASPI
(Instructor)



March 14, 2014
9:30 AM - 10:00 AM
INTRODUCTION AND CASE BACKGROUND

Case study is a record of somebodys problems and how they were dealt with. It is also an
analysis of a particular case or situation used as a basis for drawing conclusions in similar situations.
Such case studies are conducted when researchers believe that an in-depth look at one individual will
reveal something important about people in general.
Margaret Chu is the Times Hotel General Manager. She has been experiencing a tough unruly
situation into a company that she manipulates with. Ms. Chu received a phone call from the Service
Feedback Agency, which she employs to provide feedback on customer service. The agent from this
service said that 6 out of 15 former guests indicate a length delay in check out and that the hold up in
service was due to a clerk who repeatedly had to call for the supervisor to clarify the Use of Property
Management Systems or the PMS procedure. On another point of service, none of the 15 former guests
was asked to make a future reservation.
Ms. Margaret Chu calls Ana Chavarria, front office manager, into the office to discuss this report.
Ana finds the service feedback report disturbing and promises to rectify and correct this untidy
condition regarding on this matter. Later that day, she calls Vincent Ramirez, head cashier, into her
office. She asks him to write a step by step procedure for the checking out of a guest, with particular
attention to use the PMS.
She also calls Angelo Dimar, head reservation agent, into her office and asks why no future
reservations are being requested at the time of checkout. Angelo indicates that desk clerks are busy and
they just dont have time to request another reservation.








BODY

The steps that Vicente Ramirez would do and include in the procedure for checking out of a
guest will be the Property Management Systems: Fully Automated System which is one of the types
that used by hotels in their management and control mechanisms. Application of this computerized
system would manage guest bookings, online reservations, point of sale, telephone and other amenities.
This may interface with central reservation systems and revenue or yield management systems, front
office, back office and point of sale systems. In other words, this computerized PMS can perform all the
tasks undertaken by a manual system and of course that of the semi-automated one. The following
functions can be done by this type of PMS.
- Register guests
- Record guest reservation
- Maintain guest reservations
- Develop and monitor or maintain guest profiles
- Manage maintenance issues
- Collate statistical data

Encountering this type of situation difficulties would affect not only the main organizer or in the
higher position employee of an establishment, but rather the whole and entire hotel operation including
the minor department of the hotel. The primarily department or persons that involved into this situation
are from the Administrative Office which is the General Manager, service feedback agency, front office
manager, head cashier, head reservation agent and the front desk clerk. Anyone may be involved tin
order to get to the bottom of this case and analyzing of this study.
As you can notice from the mentioned systems benefits above, this property management
system best fits the hotel needs. Using this method would have an easy access, tracking, statistics and
many other useful features that would allow the entire operations informative solution for any quarrels
between the company, employees, system and even with the guests.


Step by Step Check Out Procedure by Vincent Ramirez (Using the Fully Automated PMS System)
i. Before any check out transaction, make sure that you are connected with the server of this
computerized system for an easy access for the future guest bookings management, online
reservations, point of sales, telephone and other amenities.
ii. Determine guest name and verify that name corresponds to room number.
iii. Secure registration card (and guest folio) from the pit.
iv. Recover key from the guest.
v. Time-stamp registration card.
vi. The desk clerk calls the restaurant for meal chits and housekeeping to check the room for mini-
bar consumptions, if there are any, proper charges are immediately relayed to the front office
for posting.
vii. Total the folio and present it to the guest with a pen for verification and signature.
viii. After the received of the approved folio, make sure that it has been signed.
ix. Determined settlement method.
x. Settle the account using the correct procedures and close the folio.
xi. Present completed folio and possible vouchers folded (or in envelope) to the guests personal
life.
xii. Issue departure / clearance slip.
xiii. Assist guest cleaning safety box if availed of.
xiv. Determine and note any further reservation. Offer assistance if guest wants to make
reservations in the future.

However, we can suggest to Ms. Ana Chavarria, the front office manager, to motivate her desk
clerks to ask for an additional reservation at checkout in a way or by using this type of PMS which is the
Fully Automated System and find it very useful upon additional reservation at checkout which gives an
easy and fast access method and not time consuming for any transaction. Somehow, having a back up
file like guest printed folio and other printed materials involved in checking out will serve as a backup
files if any problems was insisted due to any troubleshooting of the system in case.

ALTERNATIVE SOLUTIONS

To prevent any recurrent circumstances that the Times Hotel encountered, wary and cautious
check out reservation process should be undertaken by the desk clerks and the other departments at
the same time taking a precise, right and accurate actions should be given by each and everyone. If this
thing would be implemented, the amount of similar problems will be easily accomplished and solve by
the team.
Fully Automated System usage will be informative, safe and exceptional method or device for
the reservation checkout involving its additional reservation at check out. Specifically, this method will
provide some future and previous previews from the bookings, offline and online reservations the sales
and amenities.


CONCLUSION

The Times Hotel experienced a very bothering scenario that formulate them to make a
commotion from one department to another that involved in the guest check out procedures and
additional reservation for the check out. On the other hand, Vicente Ramirez of the head cashier made a
step by step procedure for the guest check out which involved the PMS procedure of the Fully
Automated System that helped the company to analyze, preview and collate even the statistical data
from the hotel.
Vicente Ramirez verbalizes the following functions that can be done by this type of PMS:
(1) Register guests. (2) Record guest reservations. (3) Maintain guest reservations. (4) Develop and
monitor or maintain guest profiles. (5) Manage maintenance issues. (6) Generate hotel reports. (7)
Collate statistical data.
Applying this as the one that best fits the property management system will determine the
company property management system best fits the Time Hotel and any recurrences from the
companys experienced will be lessened and will be more controlled like what they experienced from
the previous scenario to the future identical problems.
RECOMMENDATION

The implementation of the Fully Automated PMS in Times Hotel will professionally solve some
of their technical problems that involve not only in the reservation process or operation but for the
whole hotel operation. Developing this system may lead them to the mastery of the success of their
management. Keeping in touch and having an equal communication and connection from one
department to another particularly from the departments that will involve in the guest check out
reservation will help one another to prevent any unnecessary situations like this.
Being meticulous yet having a reasonable PMS operation at the same time mastering this will
not cause any length delay in check out that hold up by a service wont satisfy any guests involved. So,
encountering any pointless state by the guests will not also be satisfying for them because usually, a
guest came to your hotel establishment for enjoyment and satisfaction that would lead them into their
most memorable experience that may possibly held into your hotel establishment.