Chapter 4: Property Management Systems

Chapter Focus Points Physical structure and positioning of the front desk Selecting a Property Management System (PMS) Using Property Management System PMS applications

Physical Structure and Positioning of the Front Desk Figure 4-1 placement of equipment in a front office - efficiency (p. 97). The role of the front desk in creating a guest first impression Neatness, orderliness, and professionalism of front desk and personnel Country Inns and Suites

Physical Structure and Positioning of the Front Desk cont’d. Guest safety-review. Figure 4-2 for security considerations (p. 99).

Selecting a Property Management System Perform a Needs Analysis first The importance of performing a Needs Analysis first Review steps as outlined in this chapter for performing a needs analysis (p.100-101) Select a team – most important step; they see all aspects of the operation; feedback from social media Analyze the flow of guests through the hotel – it starts at the time the reservation is made, through out the guest’s stay such as checkin/checkout procedures, and responsible use of environment Analyze communicating information from other departments, i.e. occupancy status, emergency, gift shop, restaurant, etc.

Selecting a Property Management System (cont’d.) Analyze administrative paperwork, i.e., personnel files, direct mail, function sheets, etc. Review management information gathered in steps 2, 3, and 4. Evaluate needs based on findings – allows you to know what you need and do not need Review software needs: Relate the software needs to those determined by the Needs Analysis. Review software options in Figure 4-3 (p.105). Facebook Twitter Linkedin Maintain a library of software vendors – HITEC trade show (Hospitality Industry Technoloneeds Hardware is secondary gen y Exposition and Conference Review hardware to the software choice. Review hardware terminology (p. 106). Discuss ergonomics – how people relate physiologically to machines

Figure 4-3 (Note:new) Property Management Common software options Call Accounting Guest information Phone call posting Housekeeping Room status Environmental issues Maintenance Work orders Food and Beverage Point-of-sale Menu profitability Inventory Recipes Human Resources Management Personnel files Time and attendance Electronic Mail Security Reservations Room availability Yield management Front Desk Check-in Room status Postings to guest accounts Guest credit audit Advance deposits Cashier www.youtube.com/watch?v=rUE4US0UgQo&feature=related

Other PMS Considerations Vendor claims – contact/visit current users Hardware installation plans– discuss the details of what’s happening, who’s doing it, who’s responsible, and the timeline. Do a flow chart. Computer training programs - initial training, vs. off-site classes for staff training Backup power sources – battery-power for black-out and brown-out periods Maintenance agreement – loaner equipment is essential

Figure 4-4 Examples of Property Management Systems Vendors. 1. Remco Software, Inc http://www.remcosoftware.com/Pages/default.aspx 2. MICROS Systems http://www.micros.com/Products/OPERA/property-Opera PMS management.htm 3. Room Key PMS http://www.welcometorsi.com/ 4. ICSS – Atrium http://www.inn-client.com/index.php 5. MindSpring Software http://www.mindspringsoftware.com/- HotelSMART Suite See Amadeus Hospitality Solutions Video www.youtube.com/watch?v=uVLQjldvKqY

Financial Considerations Purchasing or Leasing Options Cost of purchase vs. sales projections Related finance charges vs. sales projections Discount for cash Depreciation (tax advantage) Cash flow implications Application of lease payments to purchase price Tax advantages of leasing Payback period – p. 108 Borgata chooses PMS http://www.hotel-online.com/News/PR2002_4th/Oct02_LMSBorgata.html

PMS Applications Figure 4-6 (p. 112) – Main Menu Figure 4-7 (p. 113) - Reservations Figure 4-8 (p. 114) – Revenue Management Figure 4-9 (p. 115) – Registration Figure 4-10 (p. 116) – Room Status Figure 4-11 (p. 116) – Posting Figure 4-12 (p. 117) – Call Accounting Figure 4-13 (p. 117) - Checkout Figure 4-14 (p. 118) – Night Audit Figure 4-15 (p. 119) – Inquiries/reports

PMS Applications (cont’d.) Figure 4-16 (p. 119) – Back office Figure 4-17 (p. 120) – Housekeeping Figure 4-18 (p. 121) – Food and Beverage Figure 4-19 (p. 121) – Maintenance Figure 4-20 (p. 122) – Security Figure 4-21 (p. 122) – Marketing and Sales Figure 4-22 (p. 123) – Personnel Figure 4-23 (p. 123) – Electronic mail Figure 4-24 (p. 124) – Time clock