Technology Strategies for the Hospitality Industry © 2005 Pearson Education, IncNyheim, 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, IncNyheim, 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, IncNyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458

1. Introduction

Property Management Systems - PMSEvolvingComplexPeer to Peer (P2P)

Same application installed on more than one computer

Technology Strategies for the Hospitality Industry © 2005 Pearson Education, IncNyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458

Introduction

PMS - Centric Model

Technology Strategies for the Hospitality Industry © 2005 Pearson Education, IncNyheim, 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, IncNyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458

PMS Functionality

Enable guests to make reservations

Technology Strategies for the Hospitality Industry © 2005 Pearson Education, IncNyheim, 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 leaveAt front deskRemotely

PDA Remote terminal

Technology Strategies for the Hospitality Industry © 2005 Pearson Education, IncNyheim, 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, IncNyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458

PMS Functionality Account for guests’ financial transactions

Credit Card InformationAddress Information

Business Home

Room RateRoom Charges

Night AuditCollects and Posts Room/Guest Data

Technology Strategies for the Hospitality Industry © 2005 Pearson Education, IncNyheim, 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 effortsAccessed by:

CRS - Central Reservation System CRM - Customer Relationship Management

Technology Strategies for the Hospitality Industry © 2005 Pearson Education, IncNyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458

PMS Functionality Interface with other systems

GDS - Global Distribution SystemCRS - Central Reservation System

must integrate seamlessly even if from different vendors

Sales and Catering ApplicationsPOS (F&B)Retail Points

Technology Strategies for the Hospitality Industry © 2005 Pearson Education, IncNyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458

PMS Functionality Interface with other systems

HVAC or EMS SystemsIn-Room AmenitiesMessagingSecurityCall Accounting System

Technology Strategies for the Hospitality Industry © 2005 Pearson Education, IncNyheim, 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, IncNyheim, 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 flexibilityCostly to develop systems

Technology Strategies for the Hospitality Industry © 2005 Pearson Education, IncNyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458

Real-time Interface

Activities Management Systems Internet AccessSports/Sports Lessons (Golf, tennis)SwimmingSpa/Gym

Technology Strategies for the Hospitality Industry © 2005 Pearson Education, IncNyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458

Real-time Interface

Tracks guest room and activitiesCancels appointments if guest cancels or

checks outGuests do not have to enter information twice

Technology Strategies for the Hospitality Industry © 2005 Pearson Education, IncNyheim, McFadden, & Connolly Upper Saddle River, New Jersey 07458

Real-time Interface

Revenue and Yield Management ToolsManaging room sales to maximize revenue

and profitsExamines multiple variables and provides

complex calculations

Technology Strategies for the Hospitality Industry © 2005 Pearson Education, IncNyheim, 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 PlanningBPI - Business Process Integration

Technology Strategies for the Hospitality Industry © 2005 Pearson Education, IncNyheim, 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, IncNyheim, 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 Resourceswww.hotel-online.com -daily news servicewww.idg.net -online technology contentwww.isworld.org -academic research