Chapter 3:

Property
Management System
Introduction
• Computer application are being integrated into everyday
operations to assist in providing hospitality to guests.
• Its routinely processing reservations, handling registration,
guest charges, guest check out, and night audit.
• Called a Property Management System (PMS).
• PMS – system application that gives automated information
about facilities and directly relates to the front and back office
operation in the establishment.
• PMS interfaces with:
a) Housekeeping
b) Food and beverage
c) Marketing and sales
d) Gift shop
e) Controller
f) Engineering
g) Safety and security
• Front office staff coordinates:
a) Communications
b) Accounting
c) Safety and security
• Front office handles most of the
recordkeeping and so benefits most
from a computerized system.
PHYSICAL STRUCTURE AND
POSITIONING OF FRONT DESK
Physical Structure and Positioning
of Front Desk
• Front office computerized layout.
• Even though, computerized system has
become the system of choice,
primarily, due to need of guest,
management and owner, manual
equipment is still being used in some
independent properties.
• Therefore, Front Desk should be
positioned properly to accommodate
the guest while enabling employees to
work efficiently.
Guest First Impression
• As first point contact with guest (first impression), its
ambience sets the tone for the hotel.
• Neatness, orderliness, attractiveness, quality and
professionalisms should convey to a guest.
• Guest want to feels important and safe in the hand of
professionals.
• The impression conveyed by the physical layout of
the desk create a positive image for the operation.
Creating a Balance Between Guest Flow and
Employee Work
Equipment Guest Safety

• Front desk should be • Position of front desk usually

positioned to determined by the main
accommodates the guest entrance of the building and
while enabling employees location of the elevator.
to work efficiently. • Staff would be able to see
anyone who enter the hotel
• The layout should be
(to ensure the safe
planned well. environment for guest).
SELECTING A PROPERTY
MANAGEMENT SYSTEM (PMS)
Selecting the PMS
1. The first step in deciding on the right PMS
is to conduct a needs analysis, which is a
process where hotel managers and senior
managers determine the required scope
of their PMS needs.
2. The importance of need analysis:
a) To concern the cost (rapidly grow of
technology).
b) The system should meet the needs of
staff an guest.
 Analyze the flow of
Analyze the flow of
Select a team to information from
guest through the
analyze needs other department to
lodging property
FO

Analyze the
Review the Evaluate the needs
administrative
information gathered that have been
paperwork produced
in step 2 3 and 4. identified.
in other departments.

Combine needs to
determine desired Procedure for Performing
application.
a Need Analysis
PMS APPLICATION
Reservation
1) Guest data 9) Projected Occupancy
2) Room inventory 10) Travel Agents
3) Deposits 11) Guest Messages
4) Special Request 12) Reports
5) Blocking
6) Arrivals
7) Departures
8) VIP
Revenue Management
1. Share similar database with reservation.
2. Process of planning to achieve maximum room rates
and most profitable guest, encourages front office
manager, and others to achieve target sales period
and develop sales program.
Master Rate Table
Per person Increments
Guest Types Increments
Revenue Management
Registration
• Improved the check in process.
Reservation
Guest data/Registration
Room Inventory
Room Status
Security
Report
Self-check in
Intranet
Room Status
• Provides information on availability of entry to a guest
room.
• 2 types of room status:
a) Housekeeping (ready, change, out of order OOO)
b) Reservation (open, confirmed, guaranteed, repair)

Room Inventory
Availability
Report
Intranet
Posting
• Immediate posting Point of sales
of charges. Room
• Transfer and Tax
adjustment of guest Transfer
charge Adjustment
Paid-out
Miscellaneous Charges
Phone
Display Folio
Report
Check out
• Improved the check out process.
Folio
Adjustment
Cashier
Back office transfer
Reports
Guest History
Night Audit
• Simplifies the night audit by producing total from
departments and guest folios.
• Data assembled into standard report forms.
Guest Charge
Departments Totals
City Ledger
Cashier
Financial Report
Housekeeping
Intranet
Other Departments
• Account department
• Housekeeping
• Food and Beverage
• Maintenance
• Security
• Marketing and Sales
PMS System Interface
• The PMS must be able to communicate
with other hotel computer systems on
order to maximize efficiency.
• Reservations and POS (point of sale)
systems may differ from the PMS so the
information needs to be passes along, so
it is passed along to the guest account
immediately.
• The PMS can also interface with a sales
and catering management system.
PMS System Interface Example
Central Internet
Reservations Reservations
Restaurants

Room Services Reservations

Lounges
Sales &
Catering
POS

Shops
PMS PBX

Golf

Spa
Figure 8-17