Summary Slide Property Management System Diagram–The Guest Account Guest Registration Menu Diagram–Guest Accounting Menu Display Check-in Illustration

Steps 1 to 10 Registration Card Diagram Registration Card PMS Hierarchy Diagram–PMS Hierarchy Internet Exercise

Figure 8-1

Property Management System

Within the guest ledger, PMS’s divide the guest account into two separate menus: Guest Registration Menu Guest Accounting Menu

The registration menu contains information specific to the guest stay.

The accounting menu tracks all debits and credits.

Figure 8-2

GuestRegistration

Menu

GuestAccounting

Menu

The Guest Account– Two Parts of the Same Whole

Figure 8-3

Guest Registration Menu

Figure 8-4

Guest Accounting Menu Display

Guest Name: M/M Jones Room Number: 123Arrival Date: 12/1 Payment Billing Method : CA/SRT

Departure Date: 12/3 Reservation Status: I

Line # Date Room/Acct Reference Credit Debit Empl.1 12/1 123 Room Rate 100.00 AI2 12/1 123 Room Tax 6.00 AI3 12/2 123 Room Serv. 38.50 JB4 12/2 123 Movie 8.00 KM5 12/2 123 Room Rate 100.00 AI6 12/2 123 Room Tax 6.00 AI7 12/3 132 Gift Shop 12.95 JB8 12/3 132 Gift Shop (132) 12.95 (TR) JB9 12/3 123 Bar 10.00 SD10 12/3 123 Bar 10.00 (CO) SD11 12/3 123 Check Out 258.50

Balance Due: 0

Figure 8-5

Check-in Illustration

The actual check-in of a guest is a very good way to illustrate the guest registration menu within PMS.

The following slides illustrate the registration of a walk-in guest, that is, a guest without a reservation.

What factors might a front office manager take into consideration when setting that day’s walk-in rate?

Figure 8-6

Step 1 is to identify the arrival and departure information, and if need be, verify with management the availability of sleeping rooms.

Figure 8-7

Step 2 is to identify the room type the guest prefers. Agents should do their best to match the guest’s room preferences with what is available.

Figure 8-8

Step 3 is to use the PMS system to determine what available rooms in the hotel inventory match the guest’s room preferences.

Figure 8-9

Step 4 is to assign a specific room number based on what PMS indicated was available.

Figure 8-10

Step 5 is to determine the tax status of the guest. If the guest works for agencies of the government, or certain not-for-profit organizations, he or she may be tax exempt.

Figure 8-11

Step 6 is needed to determine method of payment.

Figure 8-12

Step 7 In this step, the front desk agent is able to make notes relevant to the guest for other employees. Because this guest is paying by check, a good practice is to note the check number in the registration menu. Also, another note was made indicating that this disabled guest may need assistance later.

Figure 8-13

Step 8 is to gather personal identification information, such as name, address, phone, and company name, if applicable. A driver’s license or some other proper form of identification should be shown.

Figure 8-14

Step 9 is to verify the market code. The market code is needed to serve as a “check and balance” to the sleeping room rate assigned. The market code should match the rate. This is needed to uncover any possible fraud by front desk employees (e.g., reducing a rate for a friend).

Figure 8-15

Step 10 is the final step. The rate is typically assigned at the time a market code is issued. However, since this was a walk-in, and the walk-in rate changes, this rate was assigned last.

Figure 8-16

Registration Card

A registration card summarizes much of the information contained in the guest registration menu of PMS.

The information on the card is used to verify the accuracy of information in PMS, such as: Arrival/departure information Spelling of the guest’s name Assigned rate

Figure 8-17

The Registration Card

Nice Hotel and Towers123 Nice Avenue, Anywhere, USA

Guest Name __________________________Company Name _______________________Address _____________________________Telephone ______________

Arrival Date______Departure Date_______ Payment________Room Preference________ Rate___________

Signature___________________(By signing above, I hereby confirm all details contained herein are correct and agree to

abide by hotel policies)

Card # 001

Check-in Time is 3PM (15:00) Check Out Time is 12:00

Room Number_________

Figure 8-18

PMS Hierarchy

The organization of the menus within PMS and their inter-relationship is called a PMS hierarchy.

The primary menu is the front office menu. Subsequent menus are:

Reservations Menus Registration Menu Night Audit Menu Housekeeping Menu Uniform Services Menu

Figure 8-19

P M S H ie ra rch y

M ake a R eserva tion

P os t A d van c e D ep os it

G rou p B ook in g s

Trave l A g en t C om m iss ion s

R oom F orec as ts

R eserva tion s R ep orts

G u es t M essag e C en te r

R eserva tion s M en u

G u es t R eg is tra tion

G u es t A cc ou n tin g

P rin t D a ily R eg is tra tion C ard s

C h arg e R ou tin g

R oom B lock in g

G u es t M essag e C en te r

F ron t D esk R ep orts

R eg is tra t ion M en u

Tria l A u d it

M ark e t S eg m en ta tion

P O S M en u

R oom S ta tu s U p d a te

F in a l

N ig h t A u d it M en u

R oom S ta tu s U p d a te

G u es t R eg is tra tion

R oom B lock in g

G u es t M essag e C en te r

H ou sekeep in g R ep orts

H ou sekeep in g M en u

G u es t L oc a to r

G u es t M essag e C en te r

U n ifo rm S ervic es M en u

F ron t O ffice M en u

Figure 8-20

PMS–Internet Exercise

This exercise exposes you to a different PMS system.

Step 1: Go to the web site www.execu-tech.com Step 2: Download the Hotel Demo Step 3: Download 30-Day Evaluation Step 4: Fill Out Basic Information Step 5: Complete Download Step 6: Begin Exploring the Program Step 7: Navigate the Main Menu Step 8: Create Your Own Reservation

Figure 8-21

Property Management Systems Web Sites

Hospitality Technology Solutionshttp://www.innhanse.comTPE Researchhttp://www.tperesearch.comMulti-Systems Inc.http://www.msisolutions.comInnSystemshttp://www.innsystems.net/index.htmlResort Systems Inc.http://www.resortsystemsinc.com/index.html

TCS Systemshttp://www.guesttracker.comHotel Data Systemshttp://www.hoteldata.comMicroshttp://www.micros.com/Aremissofthttp://www.aremissoft.comMetropolis Technologieshttp://www.metropolis-tech.comRamesys Hospitalityhttp://www.us.ramesys.com

Figure 8-22