Chapter 4: Property Management Systems

1. Chapter 4:Property ManagementSystems

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

3. 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

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

5. 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.

6. 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

7. Figure 4-3 (Note:new)Property Management Common software options www.youtube.com/watch?v=rUE4US0UgQo&feature=related Call Accounting • Guest information • Phone call posting Housekeeping • Room status • Environmental issues Maintenance • Work orders • Environmental issues 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

8. 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

9. Figure 4-4Examples 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

10. 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

11. 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

12. 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