Property Management System

Dr Jai Sonker
FRONT OFFICE
MANAGEMENT - II
FRONT OFFICE
MANAGEMENT - II
 Understand Customer Relationship Management is to provide
information for the students about practical approach to understand a
comprehensive view of CRM and show them how to successfully
implant an enterprise customer focused solution
 Describe CRM functionality but also gives detailed guidance of how
to approach CRM in organization
 Acquire an excellent study into what defines today’s best practices in
the CRM industry
 Classify a CRM approach that is responsive, flexible and
personalized to each customer
 Make use of E-Commerce in CRM.
Module I: Computer Application in Front
Office Operation

 Property Management System - Opera, IDS

 PMS Modules
 Point of Sale Functions
 Global Distribution System
 Central Reservation system
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.
Points to consider while selecting a 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.
 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.
Points to consider while selecting a PMS

 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.
 Identification of need
 Software selection
 Hardware section
IMPORTANCE OF USING
COMPUTER APPLICATIONS IN
FRONT OFFICE

 Reduces paper work

 Environment friendly
 Saves time
 Increases efficiency
 Reduces error
 Increases speed and guest
satisfaction
 Improves co-ordination among
different hotel departments
Reservation Module includes the following features:

 It provides room status records when the date of arrival, date of departure and type
of guest rooms are entered in the system.
 It can check the reservation status of a guest quickly.
 It displays room availability status by simply selecting a date.
 It can attach guest messages to relevant reservations, to be delivered at the time of
arrival.
 It can automatically calculate rates.
 It can create group blocks etc.
Front Desk Module includes the following features:

 It can access guest information easily and quickly for viewing, modification or
check-in.
 It displays a graphical room layout with the room status information.
 It tracks all guest activities for the length of their stay.
 It prints registration cards.
 It updates the system in case of a guest room change etc.
 
Cashier Module includes the following features:

 It manages all aspects of the guest folio including debits, credits, adjustments,
transfers and allowances.
 It allows the viewing or printing of folio details and summary information.
 It consolidates all transactions and produces and accurate bill, enabling a speedy
checkout.
  
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.
Property management System

 A PMS Is generic term used to describe the computer application in managing the interface of various department in a hotel in order to
manage the property effectively .
 A PMS is important & essential to front office operation in modern hotels , It includes the process of reservations , registrations ,
guest folio , guest account , guest check in & check out , handling discounts and allowances and the nigt audit , Interfacing ,
electronic sharing of data of departments such as front office , f&B through points of sales (POS) , maintenance through monitoring
of energy and heating & cooling systems and security through control of guest keys are a few of its applicatins in a hotel , mentioned
below :-
 EMS (ENERGY MANAGEMENT SYSTEM ) It is energy saving equipment , if it is not in use then its saves the energy .
 Material management System –MMS (Store & purchase ) It is issue store & purchase
 POS – For billing & all
 HRIS (human resource information system )
 Accounting system
 Call information system
 MIS
BENEFITS OF A PMS
DIFFERENT PROPERTY MANAGEMENT SYSTEM

 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 program 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. 
 Fidelio promotes smooth functioning of all the departments.
 It reduces paper work and helps in saving money on extra stationery.
 It eliminates communication gap between departments.
 It helps in providing quality service to the guest thereby, up-keeping the hotel’s goodwill.
 It is a highly flexible program and has facilities like screen painter, report generator, user definable
report menus and night audit etc.
 It has the ability to create extensive guest history.
 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.
 GDS-GLOBAL DISTRIBUTION SYSTEM :-A worldwide computerized reservation
community used as a single point of entry for reserving airline seats, hotel rooms, apartment
cars, and different travel associated objects by means of journey marketers, on-line reservation
websites, and enormous enterprises. • The leading international distribution techniques are
Amadeus, Galileo, Sabre, and Worldspan. • They are owned and operated as joint ventures
with the aid of essential airways, auto apartment companies, and inn groups. Also referred to
as automatic reservation process (ARS) or computerized reservation system (CRS).

• A global distribution system (GDS) is a computerized network system owned or operated by a

company that enables transactions between travel industry service providers, mainly airlines,
hotels, car rental companies, and travel agencies.
• GDS is a worldwide conduit between travel bookers and suppliers, such as hotels and other
accommodation providers. It communicates live product, price and availability data to travel
agents and online booking engines, and allows for automated transactions.
• The Global Distribution System (GDS) is a primary reservation tool for travel agents. And unless
you are brand new to the travel business, you probably have used the GDS many times during each
work day. But what is GDS, and why is it important to the travel industry?
The importance of GDS to travel agents?
 Imagine a large room with large round tables. Seated around each table are airline
reservation employees. As a ticketing request is called in, a reservationist reaches out toward a very large
rotating Lazy Susan placed on each table. The Lazy Susan has cubby holes that house index file cards; each
card represents an airline flight.
The reservationist pulls a card, marks it to indicate a seat is booked; a ticket is manually written, the
phone call is concluded, and the index card is returned to its cubby hole. The process for one
reservation takes between 90 minutes and 3 hours. The year is 1953.
The modern GDS system evolved from this early labor-intensive manual system, thanks to the collaborative
team efforts of American Airlines (AA) and IBM.  The result of that collaboration? The first airline industry
mainframe-based system, SABRE..
 Independent travel agents, online agents, and travel agencies now use
increasingly more sophisticated GDS systems to search for the best
available travel and accommodations and rates for their clients. Agents will
make airline and hotel reservations (in real time) for clients, and they will
complete their research and bookings within minutes.
 Promotional messaging to agents through GDS cores like the most prominent airline
national distribution systems (Amadeus, SABRE, Galileo, and Worldspan) alert
agents to special rates, fares, and travel packages – an effective marketing tool for
passing savings on to agents, and from agents to their customers. 
 Not only is messaging through GDSs effective in promoting travel savings to clients,
GDS providers are becoming “fundamental to the supply of travel products to
retailers in the online channel.”
 GDS systems also support high traffic portal travel sites
like Booking.com, Travelocity or Trip Advisor
Thank You