2IntroductionWhat influences technology need for lodging establishments?- Department needs- Guest amenitiesService level and customer relationships- Facility size and layout- Organizational structure
3Reservation Systems Selling individual reservations Selling group reservationsDisplaying room availability and guest listsTracking advance depositsTracking travel agent bookings and commissionsGenerating confirmation slips and various reservation reports
7Global Distribution Systems Joint ventures linking a number of diverse businessesA big inventorySmart SwitchTranslator
8Smart Switch American Airlines Hertz Rent a Car Unix System Marriott Windows Based SystemHertz Rent a CarOS SystemAccess CodesAccess CodesAccess CodesSABRECommon Platform
9CRS Decentralize the reservation function Centralizes marketing and sales effortsOne wayOne and a half wayTwo wayOne-Way Interface-By far the most prevalent. It's cost effective and the easiest to implement. It's a unidirectional transmission of reservationinformation from the CRS to the PMS, resulting in a new reservation entering into the PMS. The downside is it doesn't include a confirmationmechanism or real-time inventory status at the corporate level. In some instances, a one-way interface may be able to link downloaded CRSreservations 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, suchas an acknowledgment of receipt after processing the reservation (PMS reservation number) or an error code if applicable. Some includemanagement reporting and data extracted during night audit, which is then uploaded to a central system. This could include summary statistics orguest-stay information forwarded to a central database for further analysis. A step beyond the one-way interface, this still doesn't provide aclear, 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. Thetransition to a twoway interface is more difficult if a property has different vendors for its PMS and CRS. To make the interface seamless, itneeds to be designed to allow maximum information to be translated into another format. To minimize system integration costs and programmingheadaches, select a vendor that offers both CRS and PMS applications, or integrated applications. Integrated applications allow a true sharingof all data in real-time so that the database always reflects the most accurate property room inventory and updated guest profiles, and eachsource can access guest-service data, such as directions from the airport and special property attractions.
10Internet based CRS The newest trend Flexible Cost effective Compliant with GDS(Source: Hospitality Technology Jan/Feb 2000)
11Online booking trend -- source: Travel Industry Association of America unit: million people-- source: Travel Industry Association of America
13Yield Management Yield management rules can be established for: overbookingdiscount controllength of stay controlproduct class controlgroup evaluation
14Front 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 statusFront office systemCashiering and guest check-out-generate folios-post transactions-open and close cashier shift-guest check outTelephone services - Phone calls- Wake up call-Messages
15Cashiering and guest check-out 4 basic types of folios are created:- Individual folios- Master folios- City ledger folios- Control folios
16Night Audit (Reset) Recording all transactions Posting of room and tax Producing a trial balanceGenerating reports and updating statistics
17Computers and Communications: Call Accounting System PMS InterfacesComputers and Communications:Call Accounting System
18Hotel Billing Information Center (HOBIC) A service supplied by a telephone company that records time and charges each long distance call made by guestsSupervise all operator assisted callsProcess overflow telephone service from CASServe as a fail-safe telephone serviceExample: Hospital phone systems
19Call Accounting Systems In U.S., since 1981, it has been legal.Now profit centerStand alone or interfaced with PMSTakes little spaceRequires less maintenance
20CAS Features Automatic identification of outward dialing Automatic route selectionLeast cost routingCall rating programHOBIC System Interface
24Guestroom Focused Technologies Energy management and general climate controlCentral electronic door lock controlOccupancy monitoring and reporting for housekeepingMini bar access reportingSmoke detector annunciationAdvanced remote lighting control with dimming and automatic bulb outage reportingAdvanced touchscreen telephone control devicesDND/MUR Doorbell plates and devices for local use and remote monitoringRemote central control and monitoring of all aboveReal-time on-line diagnostics for maintenance
26EMS 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.
27EMS control both low-voltage and line-voltage HVAC equipment a passive infrared (PIR) motion sensor and door switch,
28EMS-Digital Thermostat humidity controloutside temperature display
29EMS-Wireless Light Switch replaces the standard hard-wired line-voltage light switchLighting can be pre-set to save energy costsBy 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.
30EMS-Lamp Control ModeIt converts any standard lamp into a remotely controllable lamp with full dimming capability. (infrared)
31Guestroom StatusThe 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 plateIf MUR is selected, a discreet LED indicator, readable only by hotel staff, is displayed on the external plate.
32Guestroom Status: External Door Plate installed on the wall outside the guestroomDND or MURindicate current room occupancy status
33Guestroom Control control electrical amenities in the room, climate controlswitched lightinglampsalarm clock
34Guestroom Control Smoke-detector alarm reporting to security Occupancy status monitoring and reporting
35Electronic Locking Systems MechanicalHard-wiredStand-alone system
36ELS - Electronic Locking Systems Security Benefits Unique keys (instantly changes)Audit trail capabilityKey code expirationAutomated dead-bolt with “Do Not Disturb”Key must be removed for door to openSignificant 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 & – 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)
45When the guest takes a product The BarWhen the guest takes a product the infra-red beam is brokenThis starts a timer which is set by the hotelWhen the timeout is reached the sale is madeIf the timeout is not reached then the “movement” is stored.All stored on the bar controller.
47When the guest checks out The charges are on the billThe bill is paid by the guestThe room is unoccupiedThe PMS sends this information to the AMS CPU which in turn sends the lock signal to the barThe bar locks
49If there is a dispute, step 1 The detailed customer checkIf a guest disputes a posting the AMS terminal can produce a detailed billThe bill showsDateTimeProductAmountFrequently this jogs a guests memory
51If there is a dispute, step 2 BarscanIf the guest still disputes a bill the receptionist can call up a detailed record of events in the bar.The screen shows:-Sequence numberDateTimeActivity/ productEvent typeLocation
55Refilling, step 2 Refill lists The refill lists show which rooms and which “Drawers” need refilling.Also shown areProduct movements, where a product has been moved but not soldOcclusions, where a product has been sold then put back
57Guest Information Services Interactive GuidesAirline schedulesLocal restaurant guideEntertainment guidesNewsShoppingWeather, etc...
58Restaurant Management System Chapter 7Restaurant Management System
59IntroductionThe 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.
60Restaurant Management System Point-of-Sale SystemsTable Management SystemsHome delivery softwareInventory Control SystemMenu Management System
61Point of Sale SystemsMade up of a number of POS terminals that interface with a remote central processing unit.
62Benefits of POS Elimination of arithmetic errors Improved guest check controlIncreased average guest checkFaster reaction to trendsReduced labor costReduced credit card expenseReduced late charges
63POS Hardware Terminal design 2 types of terminals: - server/precheck terminalused for entering orders only.- cashier terminalused for both entering and settling checks.A terminal may consist of :Screen / touch screenKeyboardPrinterMagnetic stripe reader
64POS Hardware Hardware platform 3 types of guest check printer - DOS based- Windows based3 types of guest check printer- dot matrix or impact- thermal printer- laser printer – expensive
65NetworkingCPUPrinter or KDSPMSTerminalsPrinter or KDS
67Kitchen Display System Highlights alert orders in yellow or red to indicate an order has exceeded expected prep timeMonitors time to prepareAllows user to define preparation timesIntuitive icons display Rush Order, VIP and Void statusView the status of each table in the restaurant at a glanceGenerates real-time reports on kitchen performance
68Table Management Table buttons change color to indicate Table VacantGuest SeatedKitchen Working on OrderEntree ServedOrder LateReservation processingWait List ManagementTable Assignments & Server balancingCommunication NetworkView the status of each table in the restaurant at a glance
69Menu Management Chef Tech Software Recipe/Menu Costing Inventory ControlNutritional AnalysisCreate orders from parsPOS & Purchasing Interface
70Benefit 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.
71Drawbacks of handheld terminal malfunction in hot weatherinterference with other FM transmitting signalexpensive unit pricehigh replacement cost (i.e. stealing)recording and timing of ordersothers
72Table management systems and home delivery software reservations processing and wait list managementtable assignments and balancingrestaurant-wide communication networkhome delivery softwareNow customer can place orders through the web.Example: Papa John’s- reduce guests waits- improve service- increase turns
73Inventory 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 filedesign inventory worksheettake inventoryprint reportsinventory extension reportfood usage reportreorder quantity reportpurchased orderreceiving report
74Menu management system detailed item sales analysisinsight into what inventory usage and cost salesCreate ingredient filesCreate recipe fileCreate menu item filePost quantities sold and generate menu analysis reports- product cost or menu mix report- menu price analysis report- theoretical usage report-perpetual inventory report