1. 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

2. 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

3. 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

4. Introduction PMS - Centric Model
Technology Strategies for the Hospitality Industry © 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. 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

20. 5. Summary
Understanding Property Management Systems and its interfaces are vital to management
Focal point of data collection
Additional Resources -daily news service -online technology content -academic research
Technology Strategies for the Hospitality Industry © 2005 Pearson Education, Inc
Nyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458