Front Office Computer Operation III Sem

UNIT V: FRONT OFFICE COMPUTER OPERATION

7.1. Role of Information Technology in Hospitality Industry

7.2. Property management system and its Interface
7.3. Benefits of PMS
7.4. Selection of PMS
7.5. PMS Modules – Reservations, Registering, Cashiering, Night Audit
7.6. An overview of Different property management system
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Introduction
Hotel front desk agents are the first line of customer support in the hospitality industry. They greet
customers, assign rooms, schedule meeting halls, accept payment, rollout room keys and ensure the guest
has everything necessary for a comfortable stay. Over the years, hotel record-keeping has evolved from
paper-based systems to complex computerised technology and it is continuing forward to help hotels
maximise profits while delivering a seamless guest experience.

7.1. Role of information technology in hospitality industry

Technology used
• Internet
The Internet has a powerful impact on hospitality and tourism. For many businesses and locations, the
experience starts long before a traveller arrives—it begins with the first visit to the website, when a person
views photos of the location and gets a sense of what to expect. In the hospitality and tourism business,
effective use of internet technologies can improve revenue. Websites, blogs, online advertising, social
media, online ordering and information repositories all help to convince customers to choose a location or
business.
• Reservation systems
Booking engines to allow easy access by consumers and travel professionals; the systems enable
individuals to make reservations and compare prices. Many, like Expedia and Orbitz, are available
through online interfaces.
• Computer systems
Because many tourism businesses are large and dispersed, they use computer systems to stay connected.
Computer systems allow communication between branches and locations which makes it easier to
streamline reservations and cross-company policies. They are also used internally to keep all of the staff
on the same page and make it easier to access information that can improve the guest experience; guest
preferences, housekeeping information and reservation details can all be kept on a single system.
• Mobile communication.
Many travellers take some form of mobile communication device with them on the road, whether it is a
tablet computer or a mobile phone. To keep customers advised of changes many tourism and hospitality
businesses use mobile communication. They send delay notices, offer deals and sponsor location-based
advertising. Depending on the type of business the communication might happen through emails, text
messaging or GPS tagging.

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• Internet in the hotel guest rooms

Hotel guests are provided full access to the Internet on their in-room television. Innovative infrared
wireless keyboards may be used. A web browser, email connection, an online multilingual help can be
provided to maximise internet experience at the hotel. Wi-Fi access in rooms, free or charged for, is
provided by nearly all large hotels. Free Wi-Fi is also being provided for availability in public areas of the
hotel.
• TV interactivity
Through this concept, various guests can have access to the same movie at different times according to
their own convenience. Another use is that the guest can refer to the TV set at any time for viewing their
bills, credit limits and expenditures, even local and city information, etc.
• E-concierge
This facility empowers the guest to take a multimedia graphic and sound assisted tour of the city,
shopping centers, etc. while sitting in his room. This may include making reservations at restaurants,
operas, etc.
• Other technologies
These may include the use of voice over internet protocol (VOIP), video conferencing, staff scans, etc
and many other services.

7.2. Property management system

A PMS is a generic term used to describe the computer applications in managing the interface of various
departments in a hotel in order to manage the property effectively. It is a collection of hardware, software
and live ware (trained employee). PMS is also interfaced (connected to) with other stand-alone systems,
like
• POS, Point-of-Sale System (Cash Register)
• CRS, Central Reservation System
• RMS, Revenue Management System
• CAS, Call Accounting System
• EMS, Energy Management System
• ELS, Electronic Locking System
• GDS, Global Distribution System
• CRM, Customer Relations Management

PMS is important and essential to front office operations in modern hotels. It includes the process of
reservations, registration, guest folio, guest account, guest check-in and check-out, handling discount and
allowances and the night audit. Interfacing, electronic sharing of data of departments such as front office,
F&B through point of sales (POS), maintenance through monitoring of energy and heating and cooling
systems and security through control of guest keys are a few of its applications in a hotel, mentioned
below.
Interfaces of a PMS
• Energy management system (EMS)
It is designed to manage the operations of equipment and instruments that consume energy. One typical
function would be to shut down the operations of equipments that are not in use. For example when a
guest locks his room with the electronic key, the weather control system and lights are automatically
turned off.

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• Material management system MMS (stores and purchase)

This covers the entire material management operations such as requirement planning, purchase, receiving
of stock, costing, etc. This system also provides information for effective decision-making and budgeting.
✓ Purchase requirement is effectively managed, helping in better management.
✓ It stores the history of purchase vendors in order to efficiently study cost analysis for lower
purchase costs.
✓ It gives automatic reminders on pending purchases which is helpful during high occupancy. This
ensures orders for timely supplies.
✓ Easy monitoring of stock.
• Point of sale (MICROS)
In hotel, the point of sale (POS) are the products/services other than accommodation from where the hotel
generates revenue. These include restaurant, bars, discotheque, nightclub, health Centre, etc.

▪ Human resources information system (HRIS)

The human resource of the hotel is the most important and the most expensive asset. A good HRIS should
integrate the requirement for effective career planning, personnel administration, and payroll information.
✓ This system should include comprehensive data regarding the personnel career development as
well as future manpower requirements.
✓ Should facilitate extensive reporting on appraisals.
✓ Should facilitate a complete database on leave and attendance.
✓ Should facilitate a comprehensive and detailed payroll system with automatic salary calculation
and printing of payslips.

• Management information system (MIS)

The MIS should provide statistical information to the management to assist in decision-making and
revenue control.
✓ MIS provides the database regarding forecasts and budget which helps management in establishing
room rates.
✓ Comparison of budgeted figures along with actual figures established by sales and marketing
department in relation with front office helps the management to address the problem in case of
losses.
✓ An MIS should provide data which is comprehensive, accurate and detailed with business and
sales analysis to ensure increased revenue and higher occupancy.

7.3.Benefits of a PMS

➢ The operations are improved by the reduction of repetitive tasks.

➢ The internal operations of the hotel can be kept in a standardised manner making.
➢ The information needed by management to make decisions is current and accessible.
➢ Better internal control can be exercised with the current information being available.
➢ The service provided to the Guest can be improved with regard to timing and accuracy of information
and with great levels of personalisation.
➢ Multi language in multi currency support: Most property management systems are designed such
that they can be operated in any part of the world. They can work on many currencies and languages
and thus widens the ambit of its usage.

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➢ Cost-effective solutions: Web based hotel software is not very expensive and can fit into any
budget.
➢ User-friendly graphical interface: A property management system is easy to use. All the features of
the application are visible on the graphical interface and you can easily locate them without much
difficulty.
➢ Multiple module modes: Modules enhance the features of Web-based hotel software. With the help
of these modules you can work on any department of the hotel. Being specially designed keeping in
mind the special workstations of a hotel. These modules have interactive UI that is easy to use.

Examples of PMS
▪ Fidelio
▪ Hotelogix
▪ Visual Oui
▪ Opera
▪ Mycloud Hospitality
▪ Innfront
▪ CLS
▪ IDS PMS
▪ eZee Technosys
▪ Reznext
▪ ShawMan PMS
▪ Cloud18 HMS

7.4. Selection of PMS

Points to consider while selecting a PMS

▪ Budget: Budget must be a consideration while selecting a Property Management System for your hotel.
A small hotel may want to opt for a local, lesser known brand for the cost constraints while bigger hotels
may opt for well known brands as they can afford it.
▪ Brand: Well known PMS brands are considered reliable which may help bigger hotels to decide upon
selecting hotel management software based on their brand image.
▪ Cost of Operation: The hardware (computer, printer, back-up discs etc) used by the PMS should be
replaceable at a reasonable cost. Costs for operating supplies, such as paper and cartridges should also
be reasonable. Systems that require such hardware part which cannot be obtained economically, readily
and locally should be avoided.
▪ Ease of Installation: Hotel’s operate 24hrs a day and 7 days a week, so any disruption in the
continuous operation of its PMS can affect the hotel and its guests. Before selecting a new PMS, the
FOM should thoroughly investigate the amount of time required in the installation of the new system.
Installation time and its actual cost must be a common consideration in the selection of a new PMS.
▪ Ease of Use: New Front Office employees must learn how to use the PMS. The ease with which they
can learn the system is a factor in reducing training costs and increasing the pace at which new
employees become comfortable operating the system.
▪ Ease of Interface Integration: Information needed by FOMs to professionally manage Front Office
comes from a variety of sources. Hotels use many automatic systems like card-key machines, telephone
systems which must interface with the PMS for operational utility and efficiency.

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▪ Maintenance Requirements: Like any other hotel equipment, the PMS must be properly maintained to
operate efficiently. The cost of effective preventive maintenance may vary from one PMS to another.
The FOM must determine and understand the time and money required to minimize down time and to
maximize system efficiency by providing routine, ongoing maintenance.
▪ Ease and Frequency of Upgrading: Technology advances at a fast pace. Hardware and software
upgrades are routinely issued by manufacturers, and most of these significantly improve the operational
effectiveness of a PMS. FOMs should anticipate significant increases in demand for up gradation,
memory, and speed and should provide for the same at the time of procurement.
▪ Quality and Availability of Support Services: A PMS is a computerized system and is vulnerable to
hardware malfunctioning, software glitches, and potentially damaging intrusive viruses. Support
services personnel, preferably via a toll free telephone number must be accessible on a 24 hrs and 7 days
basis

7.5. PMS Modules

The PMS application for the front office has different models for the efficient functioning of the entire
department. Some of the key module are discussed here

Reservation Module The reservations module is used to create and manage guest reservations for both
individuals as well as groups. The reservations module includes the following features:

• It can provide room status records when the date of arrival, date of departure, and the type of
guestroom are entered in the system.
• It can colour code the room status by using different colours, for example, sold out days and days
on which particular room types are sold out.
• It can check the reservation status of a guest quickly as it can search by guest name, company
name, group ID, confirmation number, or arrival and departure dates.
• It can display room availability status (of up to 14 days at a time) by simply selecting a date. It can
attach guest messages to relevant reservations, to be delivered to the guest upon arrival.
• It can automatically calculate the rates based on room type, rate code, arrival and departure and
the number of adults and children.
• It can create group blocks and rooming lists for standard groups, tour series, and allotment.
• It can create special group rates.
• It can use the rooming list features for rapid reservation pick up.
• It can pre-assign rooms to guess when making a reservation or at any time using a graphical tape
chart.
• It can define a ‘share with’ reservation in group bookings.
• It can automatically transmit confirmation of reservation through email or fax.
• It can post an advance deposit on a room.
• It can enter ‘remarks’ which are visible upon reservation retrieval. It can reserve and track the
availability of service items such as rollaway beds, cribs and refrigerators.

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Front Desk module - The front desk module manages the registration of guests. The features/ functions
included in the front desk are as follows.

• It accesses guest information easily and quickly for viewing, modification, or check-in
procedures.
• It displays a graphical room layout with the room status information, which shows the exact
location of rooms.
• It tracks the entire guest activity for the length of their stay.
• It prints registration cards.
• It attaches individual, group, company, or travel agent information to each guest folio.
• It can automatically transfer guest accounts to the city ledger when the guest checks out.
• It creates an incidental folio.
• It updates the system in case of the guestroom change.

Rooms module - The rooms module allows the staff to manage the hotel’s rooms and floor plans. The
following are some of the functions performed by this module;
• It displays the entire layout of a hotel, showing a single floor/ wing at a time. One can easily go to
another floor/wing by using the scroll buttons, and enlarge or reduce the size of floor plans by
using the zoom buttons.

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• It facilitates change in the display of the floor plan to show housekeeping, front desk, or specific
room status.
• It provides the latest room status information to both the housekeeping and front office
department.
• It schedules the maintenance work for rooms.
• It automatically adjusts room inventory.
• It schedules linen change in long-term stay overs.
• It tracks discrepancies in the room status.

Cashier module - The cashier module is used to manage guest folios, raise bills, and perform checkout
procedures. The following are some of the functions that can be performed with the cashier module.
• It adds incidental folios and moves charges between folios with one click.
• It locates any account by entering the room number or name.
• It manages all aspects of the guest folio, including debits, credits, adjustments, transfers and voids.
• It allows the billing or printing of folio details and summary information.
• It consolidates all transactions and produces an accurate bill quickly, enabling a speedy checkout.
• It allows the attachment of unlimited folios to each guest account.
• It carries out the transfer of charges from folio to folio, from one room to another, in amounts or by
percentage.

Night audit module - The night audit module is used to balance the day's activity and complete the
hotel's accounting functions for the day. The following are some of the features or functions of the night
audit modules.

• It performs routine tasks of posting room charges, changing non-guaranteed room reservations to
no- shows, and changing the status of guaranteed no-shows with one touch.
• It takes an automatic backup of data to optical disc.
• It possesses the ability to rebuild room availability afresh in case there is a system failure.
• It possesses direct access to the reports module.
• It allows the auditor to view a scrolled display of various processing steps.
• It automatically posts service charges such as garage fees and crib fees.
• It automatically posts finance and recurring charges.
• It automatically changes the room status to out of order if a room is scheduled for maintenance
work.
• It automatically sets the housekeeping status of occupied rooms to ‘dirty’.
• It facilitates batch printing of registration records.
• It processes no-shows with deposit payments.
• It automatically prints customised reports.
• I archive all records.
• It has the ability to perform close-out without a system shut down, other users may perform any
task while the audit is running.

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Reporting Module includes the following features:

The reporting module has various formats which allow the management to retrieve operating or financial
information at any point of time. With this module, the management can quickly access information such
as the availability of rooms on a particular day, the number of guests arriving on a specific day, listing of
guest’s folio balances, outstanding balance reports etc. the access to reorts can be customized

7.6. An overview of Different property management system Brands

There are several companies that provide the PMS software to hotels, with their own unique features to
suit the different requirements of various hotels. Some of the companies providing PMS software are
Micros, Amadeus, IDS Fortune, and Shaw Man.

AMADEUS

Amadeus property management system can be integrated with Front Office, sales and marketing, and
financial management functions. It allows the user to move faster in all core aspects of guest experience
management.

FRONT OFFICE MODULE: This module offers full availability, reservation, billing, and yield
functionalities, which in turn generate useful performance statistics. It provides data on performance
indicators such as sales, accounts, source, and segment activity, which is monitored to analyze business
efficiency and used to generate management reports.

SALES AND MARKETING MODULE: This module aids the sales and marketing professions to
target potential guests and effectively manage customer relationships.

CONFERENCE AND BANQUETING MODULE: Event planning is a feature that helps generate
revenue for hotels. The key features of the conference management system include real time conference/
meeting room availability and equipment management.

FINANCIAL MANAGEMENT: It is designed for liquidity planning and control along with
comprehensive accounting, financial reporting and analysis

FIDELIO

Fidelio hotel management software is a completely integrated system package. Fidelio headquarter is
in Munich, Germany. This EMS maximizes the efficiency of the hotel. It is a highly flexible system. Its
uniform and user friendly programme means that the hotel employees can learn this system quickly.
Fidelio has pulled down menus which help and assist the user at every step and only short term training to
staff is required.

1. Fidelio promotes smooth functioning of all the departments.

2. It reduces paper work and helps in saving money on extra stationery.
3. It eliminates communication gap between departments.
4. It helps in providing quality service to the guest thereby, up-keeping the hotel’s goodwill.

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5. It is a highly flexible programme and has facilities like screen painter, report generator, user
definable report menus and night audit etc.
6. It has the ability to create extensive guest history.
7. It has extensive modules for various hotel management operations like reservation module, front
desk module, cashier module, night audit module, material management system etc.
One disadvantage of Fidelio may be that it is very expensive and any under utilization will be expensive.
Its maintenance is also costly compared to other systems. Another disadvantage may that during night
audit terminals are shut down, thus check-ins and check-outs during the period cannot be taken during the
period.

SHAWMAN

The ShawMan PMS is an integrated Front Office Management Software that can host multiple properties
and handle guest reservations simultaneously across many units including an integrated web-based
reservation agent and auto confirmation manager.

ShawMan's PMS plugs into an Integrated Telephone Call Management System that supports a host of
EPABX interfaces and also seamlessly connects to ShawMan POS, MMS and CRM Systems to complete
the application needs of the boarding & lodging Industry.

The ShawMan Hotel Centre is a unique and powerful interface design that handles registration, cashiering,
and night audit functions, treating guests and rooms as two manageable objects and supports right click
quick task launch of forms and reports, undo and redo, eraser and task history to effortlessly customize the
desktop for each user and department to manage a slew of jobs undertaken daily by the attendants,
supervisors and managers both at the Front Desk and back office.

A three tier client middle server architecture allows business processes and rules to be easily defined and
modified such as customer profiles, multiple rate codes, meal plans, guest history, room inventory, house
keeping and more.

Several MIS outputs to choose from for quick and accurate reporting in the form of statements, flash
reports, chasers and audit trails and a query that allows users to design their own custom reports.

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