PMS

Introduction What influences technology need for lodging establishments? -  Department needs -  Guest amenities Service level and customer relationships -  Facility size and layout -  Organizational structure

Reservation Systems Selling individual reservations Selling group reservations Displaying room availability and guest lists Tracking advance deposits Tracking travel agent bookings and commissions Generating confirmation slips and various reservation reports

Reservation system screen

Displaying room availability and guest lists Today’s inventory Future date 7 to 14 day availability Blocked room

Reservations CRS (central reservation system) IRS (Independent reservation system) Voice Center GDS (Global Distribution System)

Global Distribution Systems Joint ventures linking a number of diverse businesses A big inventory Smart Switch Translator

Smart Switch American Airlines Hertz Rent a Car Unix System Marriott Windows Based System Hertz Rent a Car OS System Access Codes Access Codes Access Codes SABRE Common Platform

CRS Decentralize the reservation function Centralizes marketing and sales efforts One way One and a half way Two way One-Way Interface-By far the most prevalent. It's cost effective and the easiest to implement. It's a unidirectional transmission of reservation information from the CRS to the PMS, resulting in a new reservation entering into the PMS. The downside is it doesn't include a confirmation mechanism or real-time inventory status at the corporate level. In some instances, a one-way interface may be able to link downloaded CRS reservations to existing PMS profiles or to automatically update or cancel a previously transmitted reservation. One-and-a-Half-Way Interface-- Has all the features of a one-way interface but also is capable of sending limited data back to the CRS, such as an acknowledgment of receipt after processing the reservation (PMS reservation number) or an error code if applicable. Some include management reporting and data extracted during night audit, which is then uploaded to a central system. This could include summary statistics or guest-stay information forwarded to a central database for further analysis. A step beyond the one-way interface, this still doesn't provide a clear, real-time view of the property inventory. Two-Way Interface-A bi-directional interface that exchanges complete information in both directions between the PMS and the CRS. The transition to a twoway interface is more difficult if a property has different vendors for its PMS and CRS. To make the interface seamless, it needs to be designed to allow maximum information to be translated into another format. To minimize system integration costs and programming headaches, select a vendor that offers both CRS and PMS applications, or integrated applications. Integrated applications allow a true sharing of all data in real-time so that the database always reflects the most accurate property room inventory and updated guest profiles, and each source can access guest-service data, such as directions from the airport and special property attractions.

Internet based CRS The newest trend Flexible Cost effective Compliant with GDS (Source: Hospitality Technology Jan/Feb 2000)

Online booking trend -- source: Travel Industry Association of America unit: million people -- source: Travel Industry Association of America

Yield Management

Yield Management Yield management rules can be established for: overbooking discount control length of stay control product class control group evaluation

Front Office System Front office system Room status and housekeeping management -room discrepancy report -room status report -etc. Guest registration -retrieve reservation -assign a room -collect payment -verify room status Front office system Cashiering and guest check-out -generate folios -post transactions -open and close cashier shift -guest check out Telephone services  - Phone calls - Wake up call -Messages

Cashiering and guest check-out 4 basic types of folios are created: -  Individual folios -  Master folios -  City ledger folios -  Control folios

Night Audit (Reset) Recording all transactions Posting of room and tax Producing a trial balance Generating reports and updating statistics

Computers and Communications: Call Accounting System PMS Interfaces Computers and Communications: Call Accounting System

Hotel Billing Information Center (HOBIC) A service supplied by a telephone company that records time and charges each long distance call made by guests Supervise all operator assisted calls Process overflow telephone service from CAS Serve as a fail-safe telephone service Example: Hospital phone systems

Call Accounting Systems In U.S., since 1981, it has been legal. Now profit center Stand alone or interfaced with PMS Takes little space Requires less maintenance

CAS Features Automatic identification of outward dialing Automatic route selection Least cost routing Call rating program HOBIC System Interface

CAS Reports http://www.born2e.com/TapitReps/default.asp

Computers and Communications: Guestroom focused technology Chapter 5 Computers and Communications: Guestroom focused technology

Guestroom Focused Technologies Energy management and general climate control Central electronic door lock control Occupancy monitoring and reporting for housekeeping Mini bar access reporting Smoke detector annunciation Advanced remote lighting control with dimming and automatic bulb outage reporting Advanced touchscreen telephone control devices DND/MUR Doorbell plates and devices for local use and remote monitoring Remote central control and monitoring of all above Real-time on-line diagnostics for maintenance

Energy Management Systems InnCom Systems

EMS as direct digital control (DDC) thermostat, as the heart of a standalone in-room energy management system, as the key guestroom element of a powerful energy management system.

EMS control both low-voltage and line-voltage HVAC equipment a passive infrared (PIR) motion sensor and door switch,

EMS-Digital Thermostat humidity control outside temperature display

EMS-Wireless Light Switch replaces the standard hard-wired line-voltage light switch Lighting can be pre-set to save energy costs By enabling the front desk to remotely turn lights on and off in the guestroom when a guest checks in or out, infrared switch provides the next level of energy and utility management.

EMS-Lamp Control Mode It converts any standard lamp into a remotely controllable lamp with full dimming capability. (infrared)

Guestroom Status The guest may choose either the DND or MUR functions without needing to open the guestroom door. If DND is pressed, a lettered, backlit "Do-Not-Disturb" indicator is displayed on the external door plate If MUR is selected, a discreet LED indicator, readable only by hotel staff, is displayed on the external plate.

Guestroom Status: External Door Plate installed on the wall outside the guestroom DND or MUR indicate current room occupancy status

Guestroom Control control electrical amenities in the room, climate control switched lighting lamps alarm clock

Guestroom Control Smoke-detector alarm reporting to security Occupancy status monitoring and reporting

Electronic Locking Systems Mechanical Hard-wired Stand-alone system

ELS - Electronic Locking Systems Security Benefits Unique keys (instantly changes) Audit trail capability Key code expiration Automated dead-bolt with “Do Not Disturb” Key must be removed for door to open Significant security feature of electronic locking systems is the audit trail capability. (3.1.5) To protect from the possibility of the theft of a keycard in the lock following a guest’s entry to the room, a majority of installed locking systems: require that the card be withdrawn before the lock will release. (3.1.6) ELS: can be used to control access to virtually every area of the hotel, including exterior doors, storage areas, admin areas, meeting rooms and guestrooms. (3.1.8 & 4.2.6 – not on exam) The system can monitor the status of every guestroom door opening, even when entry is achieved without the guest’s issued key. (2.3.6) The manager can review the ELS audit trail to determine which assigned keys gained entry to a guest room. (4.2.5 – not on exam)

Video E-Key Security—Elevators Electronic Lock—Codes Electronic Lock- Wireless

Auxiliary Guest Services Wake up Services Guest use Operator use Voice Mail Fax Service

Self Check in/out Systems PMS Interface

In-Room Entertainment Systems Interfaced:Automated posting Independent: Manual service and posting Video, Games, Shopping, Guides

Video Digital In-room entertainment system

In-Room Vending Systems Traditional Minibars Post manually Responsibility Late charges Microprocessor-based beverage device (minibar) Automated posting to guest folio Inventory

Automatic Minibars & Microprocessor-based beverage devices How do they work?

When the guest takes a product The Bar When the guest takes a product the infra-red beam is broken This starts a timer which is set by the hotel When the timeout is reached the sale is made If the timeout is not reached then the “movement” is stored. All stored on the bar controller.

When the guest checks out The charges are on the bill The bill is paid by the guest The room is unoccupied The PMS sends this information to the AMS CPU which in turn sends the lock signal to the bar The bar locks

If there is a dispute, step 1 The detailed customer check If a guest disputes a posting the AMS terminal can produce a detailed bill The bill shows Date Time Product Amount Frequently this jogs a guests memory

If there is a dispute, step 2 Barscan If the guest still disputes a bill the receptionist can call up a detailed record of events in the bar. The screen shows:- Sequence number Date Time Activity/ product Event type Location

Refilling, step 1 Refill requirements report The refill requirements report shows the overall amounts of each product needed for the chosen refill zone/area.

Refilling, step 2 Refill lists The refill lists show which rooms and which “Drawers” need refilling. Also shown are Product movements, where a product has been moved but not sold Occlusions, where a product has been sold then put back

Guest Information Services Interactive Guides Airline schedules Local restaurant guide Entertainment guides News Shopping Weather, etc...

Restaurant Management System Chapter 7 Restaurant Management System

Introduction The information age has produced a wave of technological applications, changing the way restaurants process and monitor transactions. The restaurant technology provides management with the right information at the right time resulting in fewer costly mistakes, better forecasting, higher productivity, and improved marketing know-how.

Restaurant Management System Point-of-Sale Systems Table Management Systems Home delivery software Inventory Control System Menu Management System

Point of Sale Systems Made up of a number of POS terminals that interface with a remote central processing unit.

Benefits of POS Elimination of arithmetic errors Improved guest check control Increased average guest check Faster reaction to trends Reduced labor cost Reduced credit card expense Reduced late charges

POS Hardware Terminal design 2 types of terminals: - server/precheck terminal used for entering orders only. - cashier terminal used for both entering and settling checks. A terminal may consist of : Screen / touch screen Keyboard Printer Magnetic stripe reader

POS Hardware Hardware platform 3 types of guest check printer - DOS based - Windows based 3 types of guest check printer - dot matrix or impact - thermal printer - laser printer – expensive

Networking CPU Printer or KDS PMS Terminals Printer or KDS

POS Hardware

Kitchen Display System Highlights alert orders in yellow or red to indicate an order has exceeded expected prep time Monitors time to prepare Allows user to define preparation times Intuitive icons display Rush Order, VIP and Void status View the status of each table in the restaurant at a glance Generates real-time reports on kitchen performance

Table Management Table buttons change color to indicate Table Vacant Guest Seated Kitchen Working on Order Entree Served Order Late Reservation processing Wait List Management Table Assignments & Server balancing Communication Network View the status of each table in the restaurant at a glance

Menu Management Chef Tech Software Recipe/Menu Costing Inventory Control Nutritional Analysis Create orders from pars POS & Purchasing Interface

Benefit of handheld terminal In 1992, the first touch-screen handheld was introduced. Delivery of food is quicker, resulting in a higher average check and table turnover. Server has more time for servicing guests and suggestive selling. Employee morale increased because tipping increased 15 to 20 percent. Training time was significantly reduced.

Drawbacks of handheld terminal malfunction in hot weather interference with other FM transmitting signal expensive unit price high replacement cost (i.e. stealing) recording and timing of orders others

Table management systems and home delivery software reservations processing and wait list management table assignments and balancing restaurant-wide communication network home delivery software Now customer can place orders through the web. Example: Papa John’s http://www.papajohnsonline.com/index.html - reduce guests waits - improve service - increase turns

Inventory control system Inventory control system tracks product quantities and prices and provides accurate information on inventory activities in a timely manner. create vendor and product file design inventory worksheet take inventory print reports inventory extension report food usage report reorder quantity report purchased order receiving report

Menu management system detailed item sales analysis insight into what inventory usage and cost sales Create ingredient files Create recipe file Create menu item file Post quantities sold and generate menu analysis reports - product cost or menu mix report - menu price analysis report - theoretical usage report -perpetual inventory report