Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc

Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
The Property
Management System
and Interfaces
Chapter 7
Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
Interview
Gary Cooke
Industry Manager-Hospitality and Food Service
Microsoft
Software and platform foundation
ASPs to play a significant role in the future
Technology to create more options for
hoteliers
Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
1. Introduction
Property Management Systems - PMS
Evolving
Complex
Peer to Peer (P2P)
Same application installed on more than one
computer


Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
Introduction
PMS - Centric
Model
Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
2. PMS Functionality
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 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
PMS Functionality
Enable
guests to
make
reservations
Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
PMS Functionality
Enable guests to check-in/register when
they arrive and check-out/pay when they
leave
At front desk
Remotely
PDA
Remote terminal
Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
PMS Functionality
Enable staff
to maintain
guest
facilities
Room Type
Status
Occupant
Inspections
Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
PMS Functionality
Account for guests financial transactions
Credit Card Information
Address Information
Business
Home
Room Rate
Room Charges
Night Audit
Collects and Posts Room/Guest Data
Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
PMS Functionality
Track guests activities for use in future
sales efforts
Information relevant and beneficial to future
sales efforts
Accessed by:
CRS - Central Reservation System
CRM - Customer Relationship Management

Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
PMS Functionality
Interface with other systems
GDS - Global Distribution System
CRS - Central Reservation System
must integrate seamlessly even if from
different vendors
Sales and Catering Applications
POS (F&B)
Retail Points
Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
PMS Functionality
Interface with other systems
HVAC or EMS Systems
In-Room Amenities
Messaging
Security
Call Accounting System
Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
3. Four Key Interfaces
Real-time interface with the GDS/CRS
The activities management system
Built-in revenue and yield management
The enterprise
Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
Real-time Interface
GDS/CRS
Goal: to generate revenue
Complicated due to different business models
and varying relationships between entities
Real-time: greater flexibility
Costly to develop systems
Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
Real-time Interface
Activities Management Systems
Internet Access
Sports/Sports Lessons (Golf, tennis)
Swimming
Spa/Gym
Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
Real-time Interface
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 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
Real-time Interface
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 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
Real-time Interface
The Enterprise
Refers to all systems - front and back
PMS (front)
Payroll, Purchasing, HR (back)
EAI - 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 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
4. GUI - Graphical User Interface

Interface
Intuitive
Fits naturally with expectations
Ease of training
Multi-lingual
Includes Websites
Technology Strategies for the Hospitality Industry 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458
5. Summary
Understanding Property Management
Systems and its interfaces are vital to
management
Focal point of data collection
Additional Resources
www.hotel-online.com -daily news service
www.idg.net -online technology content
www.isworld.org -academic research