PMS

Introduction

• What influences technology need for lodging establishments?

-  Department needs

-  Guest amenities– Service level and customer relationships

-  Facility size and layout

-  Organizational structure

Reservation Systems• Selling individual reservations• Selling group reservations• Displaying room availability and guest lists• Tracking advance deposits• Tracking travel agent bookings and

commissions• Generating confirmation slips and various

reservation reports

Reservation system screen

Displaying room availability and guest lists

• Today’s inventory• Future date• 7 to 14 day

availability• Blocked room

Reservations

• CRS (central reservation system)

• IRS (Independent reservation system)

• Voice Center• GDS (Global

Distribution System)

Global Distribution Systems

• Joint ventures linking a number of diverse businesses

• A big inventory

• Smart Switch– Translator

Smart Switch

American AirlinesUnix System

MarriottWindows Based System

Hertz Rent a CarOS System

SABRECommon Platform

Access CodesAccess Codes

Access C

odes

CRS

• Decentralize the reservation function

• Centralizes marketing and sales efforts

• One way

• One and a half way

• Two way

Internet based CRS

• The newest trend

• Flexible

• Cost effective

• Compliant with GDS

(Source: Hospitality Technology Jan/Feb 2000)

Online booking trend

5.4 6.7

16.5

42.2

0

10

20

30

40

50

1997 1998 1999 2003

online bookingtraveler

unit: million people

-- source: Travel Industry Association of America

Yield Management

• Yield management rules can be established for:

overbooking discount control length of stay control product class control group evaluation

Yield Management

Front Office System

Guest registration-retrieve reservation-assign a room-collect payment-verify room status

Telephone services

 - Phone calls - Wake up call

-Messages

Cashiering and guest check-out

-generate folios -post transactions -open and close cashier shift

-guest check out

Room status and housekeeping management

-room discrepancy report -room status report -etc.

Front office syste

m

Cashiering and guest check-out

4 basic types of folios are created:

-  Individual folios

-  Master folios

-  City ledger folios

-  Control folios

Night Audit (Reset)

• Recording all transactions

• Posting of room and tax

• Producing a trial balance

• Generating reports and updating statistics

PMS Interfaces

Computers and Communications:Call Accounting System

Hotel Billing Information Center(HOBIC)

• A service supplied by a telephone company that records time and charges each long distance call made by guests

• Supervise all operator assisted calls

• Process overflow telephone service from CAS

• Serve as a fail-safe telephone service

• Example: Hospital phone systems

Call Accounting Systems

• In U.S., since 1981, it has been legal.

• Now profit center

• Stand alone or interfaced with PMS

• Takes little space

• Requires less maintenance

CAS Features

• Automatic identification of outward dialing

• Automatic route selection

• Least cost routing

• Call rating program

• HOBIC System Interface

CAS Reports

• http://www.born2e.com/TapitReps/default.asp

Chapter 5

Computers and Communications:Guestroom focused technology

Guestroom Focused Technologies

• Energy management and general climate control • Central electronic door lock control • Occupancy monitoring and reporting for housekeeping • Mini bar access reporting • Smoke detector annunciation • Advanced remote lighting control with dimming and

automatic bulb outage reporting • Advanced touchscreen telephone control devices • DND/MUR Doorbell plates and devices for local use and

remote monitoring • Remote central control and monitoring of all above • Real-time on-line diagnostics for maintenance

Energy Management Systems

InnCom Systems

EMS

• as direct digital control (DDC) thermostat,

• as the heart of a standalone in-room energy management system,

• as the key guestroom element of a powerful energy management system.

EMS

• control both low-voltage and line-voltage HVAC equipment

• a passive infrared (PIR) motion sensor and door switch,

EMS-Digital Thermostat

• humidity control

• outside temperature display

EMS-Wireless Light Switch

• replaces the standard hard-wired line-voltage light switch

• Lighting can be pre-set to save energy costs

• By enabling the front desk to remotely turn lights on and off in the guestroom when a guest checks in or out, infrared switch provides the next level of energy and utility management.

EMS-Lamp Control Mode

• It converts any standard lamp into a remotely controllable lamp with full dimming capability. (infrared)

Guestroom Status

• The guest may choose either the DND or MUR functions without needing to open the guestroom door.

• If DND is pressed, a lettered, backlit "Do-Not-Disturb" indicator is displayed on the external door plate

• If MUR is selected, a discreet LED indicator, readable only by hotel staff, is displayed on the external plate.

Guestroom Status: External Door Plate

• installed on the wall outside the guestroom

• DND or MUR• indicate current room

occupancy status

Guestroom Control• control electrical

amenities in the room,

• climate control

• switched lighting

• lamps

• alarm clock

Guestroom Control

• Smoke-detector alarm reporting to security

• Occupancy status monitoring and reporting

Electronic Locking Systems

• Mechanical• Hard-wired• Stand-alone system

ELS - Electronic Locking SystemsSecurity Benefits

Unique keys (instantly changes) Audit trail capability Key code expiration Automated dead-bolt with “Do

Not Disturb” Key must be removed for door

to open

Video

• E-Key Security—Elevators

• Electronic Lock—Codes

• Electronic Lock- Wireless

Auxiliary Guest Services

• Wake up Services– Guest use– Operator use

• Voice Mail• Fax Service

Self Check in/out Systems

• PMS Interface

In-Room EntertainmentSystems

• Interfaced:Automated posting

• Independent: Manual service and posting

• Video, Games, Shopping, Guides

Video

• Digital In-room entertainment system

In-Room Vending Systems

• Traditional Minibars– Post manually– Responsibility– Late charges

• Microprocessor-based beverage device (minibar)– Automated posting to guest folio– Inventory

Automatic Minibars & Microprocessor-based beverage

devices

How do they work?

When the guest takes a product

The Bar• When the guest takes a

product the infra-red beam is broken

• This starts a timer which is set by the hotel

• When the timeout is reached the sale is made

• If the timeout is not reached then the “movement” is stored.

• All stored on the bar controller.

When the guest checks out

• The charges are on the bill

• The bill is paid by the guest

• The room is unoccupied• The PMS sends this

information to the AMS CPU which in turn sends the lock signal to the bar

• The bar locks

If there is a dispute, step 1

The detailed customer check• If a guest disputes a

posting the AMS terminal can produce a detailed bill

• The bill shows– Date– Time – Product– Amount

• Frequently this jogs a guests memory

TOTAL PURCHASESMinibar

PURCHASES BILL FOR ROOM : 101 12:52 FRIDAY 28-June-95

DATE TIME CONTENTSVALUE

28-June-95 12:45:10 Imported Beer 1.5028-June-95 12:45:00 Tonic Water 0.9528-June-95 12:44:50 Gin 2.7528-June-95 12:44:50 Nuts 2.5028-June-95 12:44:30 Mineral Water 1.1028-June-95 09:30:50 Orange Juice 1.0027-June-95 16:57:00 Cola 1.0027-June-95 16:56:50 Beer 1.50

Total Purchases 12.30 (inc tax)

Guest checked in 16:49 27-June-95

***************** THIS BILL FOR CHECKING PURPOSES ONLY **********************

If there is a dispute, step 2

Barscan• If the guest still disputes a

bill the receptionist can call up a detailed record of events in the bar.

• The screen shows:-– Sequence number– Date– Time– Activity/ product– Event type– Location

Minibar Version 8.01c 01-Aug-96 12:18:45Bar events report Page 1

Bar events for room 100

135-361 01-Aug-96 12:15:27 Check out135-358 01-Aug-96 07:45:57 Orange Juice Sale Location 11135-350 01-Aug-96 07:45:50 Mineral Water Occlusion Location 8135-248 01-Aug-96 07:45:20 Mineral Water Sale Location 8135-103 31-Jul-96 23:20:23 Heinekin Sale Location 23135-019 31-Jul-96 19:15:05 Chocolate Sale Location 19139-970 31-Jul-96 19:03:07 Security unlock139-969 31-Jul-96 19:03:07 Check in

Refilling, step 1

Refill requirements report

• The refill requirements report shows the overall amounts of each product needed for the chosen refill zone/area.

Autoclassic System 8 Monday 29-June-95 12:36:47Refill Requirements Page 1

Refill requirements report for the following Rooms/Groups/Zones :

all

SPA STILL WATER 38

GORDONS GIN 17

CANADA DRY TONIC WATER 17

BRITVIC ORANGE JUICE 51

LANGS SUPREME SCOTCH 22

COSSACK VODKA 12

KERNELS NUTS 23

COCA-COLA 56

MARTELL COGNAC 3

EVIAN WATER 70

FRITZ WINDISCH WINE 16

FOREST PRODUCT BISCUITS 29

7-UP 36

PAULANER LAGER 45

Refilling, step 2

Refill lists• The refill lists show which

rooms and which “Drawers” need refilling.

• Also shown are– Product movements,

where a product has been moved but not sold

– Occlusions, where a product has been sold then put back

Autoclassic System 8 Tuesday 28-June-95 11:19:07Refill Lists Page 1

User : Bernie Zone / Group : one

Room : 103 Quantity Item Drw

(24-June-95) 1 MARTELL COGNAC 6 1 EVIAN WATER 7

1 FOREST PRODUCT BISCUITS 9

Room : 109 Quantity Item Drw

(27-June-95) 1 CANADA DRY TONIC WATER 2 1 COCA-COLA 10 2 PAULANER LAGER 11

Room : 111 Quantity Item Drw

(21-June-95) 3 COCA-COLA 10 1 SPA STILL WATER 14

Room : 115 Quantity Item Drw

(18-June-95) 2 PAULANER LAGER 11 1 SPA STILL WATER 14

Room : 118 Quantity Item Drw

(09-June-95) 1 PAULANER LAGER 11

Room : 120 Quantity Item Drw

(20-June-95) 2 KERNELS NUTS 5

Guest Information Services

• Interactive Guides

• Airline schedules

• Local restaurant guide

• Entertainment guides

• News

• Shopping

• Weather, etc...

Chapter 7

Restaurant Management System

Introduction

• The information age has produced a wave of technological applications, changing the way restaurants process and monitor transactions.

• The restaurant technology provides management with the right information at the right time resulting in fewer costly mistakes, better forecasting, higher productivity, and improved marketing know-how.

Restaurant Management System

• Point-of-Sale Systems

• Table Management Systems

• Home delivery software

• Inventory Control System

• Menu Management System

Point of Sale Systems

• Made up of a number of POS terminals that interface with a remote central processing unit.

Benefits of POS

• Elimination of arithmetic errors

• Improved guest check control

• Increased average guest check

• Faster reaction to trends

• Reduced labor cost

• Reduced credit card expense

• Reduced late charges

POS Hardware

2 types of terminals:

- server/precheck terminal

used for entering orders only.

- cashier terminal

used for both entering and settling checks.

A terminal may consist of : Screen / touch screen Keyboard Printer Magnetic stripe reader

Terminal design

POS Hardware

• 3 types of guest check printer

- dot matrix or impact - thermal printer - laser printer – expensive

Hardware platform - DOS based

- Windows based

Networking

CPU

Ter

min

als

Printer or KDS

Printer or KDS

PMS

POS Hardware

Kitchen Display System

• Highlights alert orders in yellow or red to indicate an order has exceeded expected prep time

• Monitors time to prepare • Allows user to define preparation times• Intuitive icons display Rush Order, VIP and Void

status • View the status of each table in the restaurant at a

glance • Generates real-time reports on kitchen performance

Table Management

• Reservation processing• Wait List Management• Table Assignments &

Server balancing• Communication Network• View the status of each

table in the restaurant at a glance

• Table buttons change color to indicate – Table Vacant – Guest Seated – Kitchen Working on

Order – Entree Served – Order Late

Menu Management

• Chef Tech Software

• Recipe/Menu Costing

• Inventory Control

• Nutritional Analysis

• Create orders from pars

• POS & Purchasing Interface

Benefit of handheld terminal

• Delivery of food is quicker, resulting in a higher average check and table turnover.

• Server has more time for servicing guests and suggestive selling.

• Employee morale increased because tipping increased 15 to 20 percent.

• Training time was significantly reduced.

In 1992, the first touch-screen handheld In 1992, the first touch-screen handheld was introduced.was introduced.

Drawbacks of handheld terminal

• malfunction in hot weather

• interference with other FM transmitting signal

• expensive unit price

• high replacement cost (i.e. stealing)

• recording and timing of orders

• others

Table management systems and home delivery software

• reservations processing and wait list management• table assignments and balancing• restaurant-wide communication network• home delivery software

- reduce guests waits- improve service- increase turns

Now customer can place orders through the web. Example: Papa John’shttp://www.papajohnsonline.com/index.html

Inventory control system

Inventory control system tracks product quantities and prices and provides accurate information on inventory activities in a timely manner.• create vendor and product file• design inventory worksheet• take inventory• print reports

•inventory extension reportinventory extension report•food usage report food usage report •reorder quantity reportreorder quantity report•purchased order purchased order •receiving report receiving report

Menu management system

detailed item sales analysis insight into what inventory usage and cost sales• Create ingredient files• Create recipe file• Create menu item file• Post quantities sold and generate menu analysis reports

- product cost or menu mix report - menu price analysis report- theoretical usage report -perpetual inventory report