Subject
Year
: V0206 – Administrasi &
Operasional Kantor Depan
: 2009
Property Management System
Week 3
Subject
• Physical structure and positioning of the front desk
• Selecting a property management system (PMS)
• Using PMS applications
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Objectives:
On completion of this lesson, the students will be
able to:
• show the impact of physical structure and positioning of
the front desk with the first impression and work flow,
as well as in selecting a property management system
(PMS) and using PMS applications
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Physical Structure & Positioning of the Front Desk
• Guest first impression
– The impression the physical layout of the desk creates will
bring a positive image for the FO operation
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Physical Structure & Positioning of the Front Desk
• Creating a balance between guest flow and employee work
– Equipment
• Should be placed so that it accommodates the guest while enabling
employees to work efficiency
• Availability of proper equipment
– Guest Safety
• FO counter should be located in an area that FO desk clerk will be able
to see anyone who enters the hotel  FO desk clerk must have a view
of who is coming into the hotel
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Lobby Arrangements
1
1
2
2
3
3
2
1
1. Front Desk
2. Elevator
3. Main Entrance
3
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Selecting a PMS
• Analyzing the needs
– Should focus on the flow of the guests
– Interdepartmental communication needs
• Determine whether a computer will help to improve guest service
– Software selection consideration and computer hardware terminology
– How people interact with computers
– Computer training and planning a backup power source
• Selecting a PMS
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Procedure for Performing Needs Analysis
1. Select a team to analyze needs
2. Analyze the flow of guests through the lodging property
(Reservations, Registration, Guest Accounting, Checkout, Night Audit, Guest History)
3. Analyze the flow of information from other departments to FO
4. Analyze the administrative paperwork produced in other depts
5. Review the information gathered in steps 2, 3, 4
6. Evaluate the needs that have been identified
7. Combine needs to determine desired application
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Select a Team to Analyze Needs
• Should include employees and management
– Employees: more aware of day-to-day needs
– Management: can provide input on the overall
objectives
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Analyze the flow of guests through the hotel
Include such as:
• Analyzing the ease with which the telephone system can be used (e.g.
for reservation)
• Length of time to complete reservation a request
• Method used to confirm a reservation
• The procedure used to block rooms
• The means of finding a single reservation
• Methods to gather guest information upon check-in
• Time required to process check-out
•
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Procedure used to resolve a guest’s dispute of charges
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Communicating Information
• How is information concerning room status received from
Housekeeping?
• How can a guest report an emergency or fire on the property?
• How do F&B and gift shop report guest charges?
• How does S&M determine if blocks of rooms are available on certain
dates?
• How does engineering monitor energy
use in guest rooms?
• How does security ensure the integrity
of guest keys?
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Reviewing Administrative Paperwork
• How does HRD maintain personnel files and former
employee records?
• How is direct-mail advertising generated in sales &
marketing department?
• How are function books?
• How are work orders processed?
• What method is used to devise daily menu specials?
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Management Review of Information
• Information is reviewed to determine if needs are
being met
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Assessing Needs Based on Findings
• Choosing Software
– It is a computer-designed applications that
process data such as guest information and aid in
financial transactions and
report generation
– It has a function to assist
you in doing a better job
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Assessing Needs Based on Findings
•
Choosing Hardware
Technology factors to consider:
– Processor speed
– Disk drive
– Megabyte
– Gigabyte
– Access time
– Internet
– I/O ports/ devices: keyboard, monitors, modems, mouse, joystick, light pen,
printers, track balls
– Monitor
– Keypad
– Keyboard
– Printer
– Modem
– Computer supplies
– MHz (Megahertz)  computer speed
– PPM (Pages per minute)  printing speed ability
– Zip drive
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Other PMS Selection Considerations
Other factors to consider in choosing a PMS:
• Vendor claims
• Installation plans
• Computer training program
• Backup power sources
• Maintenance
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Other PMS Selection Considerations
•
•
Vendor claims
PMS purchaser should ask relevant questions:
– How easy is it to operate this system?
– How useful are the reports you obtain?
– Has the vendor been available to help train staff and provide emergency
service?
Installation plans
– Determine who will install wiring or cables
– Determine which hardware will be installed and at what times
– Which departments will receive hardware first
– What methods will be required to get all departments of the property online
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Other PMS Selection Considerations
• Training
– Training should be preceded by an explanation of how
the system will help staff members in their work
• Backup power sources
– Use of battery-powered temporary energy units when
power is lost or cut, to ensure that operational data are
not lost
• Maintenance
– Cost of repair and replacement of hardware and
software
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Financial Considerations
•
•
•
•
•
•
The outright cost of purchase
Related finance charges (if applicable)
Discount for cash
Depreciation
Cash flow
Payback period – the period of time required for the hotel to recoup
purchase price, installation charges, financing fees, etc
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PMS Applications
(Main Menu of PMS)
Reservations
Back Office
Yield Management
Housekeeping
Registration
F&B
Rooms Status
Maintenance
Posting
Security
Call Accounting
Marketing and Sales
Checkout
Personnel
Night Audits
Electronic Mail
Inquiries/ Reports
Time Clock
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Reservation Module
•
Guest data
• Room inventory
• Deposits
• Special requests
• Blocking
• Arrivals
• Departures
• VIP
• Projected occupancy
• Travel agents
• Guest messages
• Reports
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Yield Management Module
• Yield management:
– A process of planning to achieve maximum room rates and most
profitable guests
– Encourage FOM, GM and S&M Directors to target sales periods and
develop sales programs that will maximize profit for the hotel
• The module:
–
–
–
–
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Master rate table
Per-person increments
Guest type increments
Yield management
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Registration Module
• Reservations
• Guest data/ registration
• Room inventory
• Room status
• Security
• Reports
• Self-check-in
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Room Status Module
• Provides information on availability of entry to a guest room
• 2 types of room status:
– Reservation: open, confirmed, guaranteed, repair
– Housekeeping: ready, on change, out-of-order
• The module:
– Room inventory
– Availability
– Reports
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The Use of Room Status
Housekeeping
To know which guest rooms have been occupied
Desk Clerk
To know if the guest room is reserved or open for
Maintenance/
To plan in advance for routine painting and
Night Auditor
To verify which rooms have been sold to complete
Reservation
For the need of information on the availability of
Marketing & Sales
To have current information on room availability for
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Posting
•
•
A PMS allows the posting to occur at the point-of-sale in the restaurant,
lounge or gift shop
Posting module:
– Point-of-sale
– Room
– Tax
– Transfer
– Adjustment
– Paid-out
– Miscellaneous charges
– Phone
– Display folio
– Reports
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Call Accounting
• A system that automatically posts telephone charges and a
predetermined markup to a guest’s folio
• Call-accounting module:
– Guest information
– Employee information
– Post charges
– Messages
– Wake-up calls
– Reports
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Checkout
• PMS will reduce the inconvenience of guest checkout (long lines,
disputes over charges) because PMS can print our an accurate,
neat and complete guest folio within seconds
• Checkout module:
– Folio
– Adjustments
– Cashier
– Back office transfer
– Reports
– Guest history
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Night Audit
• PMS simplifies the night audit by producing totals from departments
and guest folios
• Night audit module:
– Guest charges
– Department totals
– City ledger
– Cashier
– Financial reports
– Housekeeping
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Inquiries/ Reports
• PMS allows management to retrieve operating or
financial information at any time
• Inquiries/ reports module:
–
–
–
–
–
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Reservations
Registrations
Checkouts
Housekeeping
Credit balances
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Back Office (Hotel’s Accounting Office)
• PMS assists the overall financial
management of the hotel. These include:
– The labor-intensive posting procedure of account
payable
– The transfer of account receivable
– Profit and loss statement
– The balance sheet
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Housekeeping
• PMS assists in:
–
–
–
–
The process of obtaining room status quickly
Generating the daily housekeeper’s report
The inventory of equipment and guest room supplies
Maintenance requests for guest rooms
• Housekeeping module:
– Room availability
–
–
–
–
–
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Personnel assignment
Analysis
Housekeeper’s report
Equipment/ supplies inventory
Maintenance requests
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Food & Beverage Module
•
•
•
•
•
•
•
•
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Point-of-sale
Posting
Cashier reports
Food/ beverage inventory
Recipes
Sales control
Sales production analysis
Labor analysis
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Maintenance Module
• Review work order
• Room status
• Cost/labor analysis
• Inventory
• Repair cost analysis
• Energy usage analysis
• Guest room power start
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Security Module
• Keys
• Fire alarm
• Burglar alarm
• Security code
transactions
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Marketing & Sales Module
• PMS assists in producing:
– Direct-mail letters
– Weekly function sheets
– Contracts
– Monthly newsletters
• Marketing & Sales Module:
– Guest history
– Word-processing
– Client files
– Banquet files
– Desktop publishing
– Reports
– Travel agencies
– Room status – meeting rooms
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Personnel Module
• Employee file
• Job control list
• Word-processing
• Analysis
• Reports
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Electronic Mail Module
• Security codes
• Mail
• Hard copy
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Time Clock Module
• Security codes
• Personal identification number
• Time in
• Time out
• Analysis
• Reports
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Review Questions #3
1.
2.
3.
4.
5.
6.
When arranging equipment at the front desk, what factors should be
considered?
Why is the position of the front desk in a hotel lobby important?
Why should a need analysis be performed before computers are
purchased? What are the components of needs analysis?
Why are computer software considerations more important that the
hardware considerations?
How would you go about verifying vendor claims when considering the
purchase of a property management system?
Review the computer applications described in this chapter. Explain how
they are used to provide better service to the guest and to improve financial
control in the hotel.
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THANK YOU AND
HAVE A GOOD DAY
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