Chapter 4:Property Management Systems

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Chapter Focus Points

Physical structure and positioning of the front desk

Selecting a Property Management System (PMS)

Using Property Management System PMS applications

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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

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Physical Structure and Positioning of the Front Desk cont’d.

Guest safety-review. Figure 4-2 for security considerations (p. 99).

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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)1. Select a team – most important step; they see all aspects

of the operation; feedback from social media

2. 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

3. Analyze communicating information from other departments, i.e. occupancy status, emergency, gift shop, restaurant, etc.

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Selecting a Property Management System (cont’d.)

4. Analyze administrative paperwork, i.e., personnel files, direct mail, function sheets, etc.

5. Review management information gathered in steps 2, 3, and 4.6. Evaluate needs based on findings – allows you to know what you

need and do not need7. Review software needs:

• Relate the software needs to those determined by the Needs Analysis.• Review software options in Figure 4-3 (p.105).

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8. Maintain a library of software vendors – HITEC trade show (Hospitality Industry Technoloneeds

• Hardware is secondary gen y Exposition and Conference9. Review hardware to the software choice.

• Review hardware terminology (p. 106).• Discuss ergonomics – how people relate physiologically to machines

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Figure 4-3 (Note:new)Property Management

Common software options

www.youtube.com/watch?v=rUE4US0UgQo&feature=related

Call Accounting•Guest information•Phone call postingHousekeeping•Room status•Environmental issuesMaintenance•Work orders•Environmental issuesFood and Beverage•Point-of-sale •Menu profitability•Inventory•Recipes

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Human Resources Management•Personnel files•Time and attendanceElectronic MailSecurityReservations•Room availability•Yield managementFront Desk•Check-in•Room status•Postings to guest accounts•Guest credit audit•Advance deposits•Cashier

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

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Figure 4-4Examples of Property Management Systems

Vendors.

1. Remco Software, Inchttp://www.remcosoftware.com/Pages/default.aspx

2. MICROS Systems http://www.micros.com/Products/OPERA/property-Opera PMSmanagement.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

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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 PMShttp://www.hotel-online.com/News/PR2002_4th/Oct02_LMSBorgata.html

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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

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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

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