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PMS. Introduction What influences technology need for lodging establishments? - Department needs - Guest amenities –Service level and customer relationships.

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Presentation on theme: "PMS. Introduction What influences technology need for lodging establishments? - Department needs - Guest amenities –Service level and customer relationships."— Presentation transcript:


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

3 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

4 Reservation system screen

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

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

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

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

9 CRS Decentralize the reservation function Centralizes marketing and sales efforts One way One and a half way Two way

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

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

12 Yield Management

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

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

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

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

17 PMS Interfaces Computers and Communications: Call Accounting System

18 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

19 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

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

21 CAS Reports asp asp

22 Chapter 5 Computers and Communications: Guestroom focused technology


24 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

25 Energy Management Systems InnCom Systems

26 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.

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

28 EMS-Digital Thermostat humidity control outside temperature display

29 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.

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

31 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.

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

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

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

35 Electronic Locking Systems Mechanical Hard-wired Stand-alone system

36 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

37 Video E-Key SecurityElevators Electronic LockCodes Electronic Lock- Wireless

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

39 Self Check in/out Systems PMS Interface

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

41 Video Digital In-room entertainment system

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

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


45 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.


47 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


49 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


51 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


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


55 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


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

58 Chapter 7 Restaurant Management System

59 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.

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

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

62 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

63 POS Hardware 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 Terminal design

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

65 Networking CPU Terminals Printer or KDS PMS

66 POS Hardware

67 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

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

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

70 Benefit of handheld terminal 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. In 1992, the first touch-screen handheld was introduced. In 1992, the first touch-screen handheld was introduced.

71 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

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

73 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 reportinventory extension report food usage reportfood usage report reorder quantity reportreorder quantity report purchased orderpurchased order receiving reportreceiving report

74 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

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