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 ASP’s 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 Hotels inventory is its rooms Idea is sell this as much of this space as possible while addressing no shows, and other complications What would it be like to keep up with your schedule, your teacher’s schedule, your girlfriend’s schedule, etc. ? Before anyone can come over house must be clean or your friend’s house must be clean. How would you know that? 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 CRM is used to collect and maintain data about sales contacts. Very comprehensive - names, addresses, birthdates, anniversaries, business, personal 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 Seamlessly to avoid duplicate data and mistakes. Real time interfaces. Heating Ventilation and Arir Conditioning Energy Management Systems 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 Seamlessly to avoid duplicate data and mistakes. Real time interfaces. Heating Ventilation and Arir Conditioning Energy Management Systems 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 Avoid commissions Allocations to third party booking agents Refer to notes on page 143 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 Avoid commissions Allocations to third party booking agents Refer to notes on page 143 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 Avoid commissions Allocations to third party booking agents Refer to notes on page 143 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 Avoid commissions Allocations to third party booking agents Refer to notes on page 143 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 Avoid commissions Allocations to third party booking agents Refer to notes on page 143 Technology Strategies for the Hospitality Industry © 2005 Pearson Education, Inc Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458

4. GUI - Graphical User Interface Intuitive Fits naturally with expectations Ease of training Multi-lingual Includes Websites Avoid commissions Allocations to third party booking agents Refer to notes on page 143 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 Technology Strategies for the Hospitality Industry © 2005 Pearson Education, Inc Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458