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OPERATIONAL SYSTEMS OVERVIEW WHAT IS AN OPERATIONAL SYSTEM? AN OPERATIONAL SUPPORT SYSTEM IS A SET OF PROGRAM AND STRATEGIES THAT ASSIST STAFF TO MONITOR, CONTROL, ANALYZE AND MANAGE A TASK NETWORK. LODGING OPERATIONS Overall Property Management Reservations/Central Sales Front Desk Customer Loyalty Concierge Guest Services Revenue Reporting and Analytics and Inventory Management Housekeeping Maintenance Food and Beverage Sales and Marketing Human Resources - Recruiting, Staffing, Labor Management, Certifications Security/Loss Prevention Technology FOOD SERVICE OPERATIONS Front of House - Reservation System, Ordering System, Staffing, Menu Restaurant Accounting Menu/Chef Operations Back of House - Ordering, Recipes, Staffing, Food Preparation, Food Safety, Certifications Bar Management - Ordering, Staffing, Certifications Customer Service Marketing - Social Media/Web - Technology Property Management Property management systems also known as PMS or Hotel Operating System (Hotel OS), they are computerized systems that facilitate the management of properties, personal property, equipment, including maintenance, legalities and personnel all through a single piece of software. Property Management PMS is a comprehensive software application used to cover some basic objectives such as coordinating the operational functions of front office, sales and planning etc. Automate hotel functions like guest bookings, guest details, online reservations, point of sale, telephone, accounts receivable, sales and marketing, banquets, food and beverage costing, materials management, HR and payroll, maintenance management, quality management and other amenities. Property Management Property management systems are used to manage, control and account for personal property. Property is defined as the equipment, tooling and physical capital assets that are acquired and used to build, repair and maintain end item deliverables. Property Management involves the processes, systems and manpower required to manage the lifecycle of all acquired property as defined above including Acquisition, Control, Accountability, Maintenance, Utilization, and disposition. Reservation Central Sales Inventory Management A computer reservations system (CRS) is a computerized system used to store and retrieve information and conduct transactions related to air travel, hotels, car rental, or other activities. Originally designed and operated by airlines, CRSes were later extended for the use of travel industry. Major CRS operations that book and sell tickets for multiple entities are known as Global Distribution System (GDS). GDSes typically allow users to book hotel rooms, rental cars, airline tickets as well as activities and tours. Front Desk Hub/Heart of The Operations Face of The Operations First Touch Point Flows All Communication Concierge/ Guest Services Comes from the Latin word meaning “with service” Provides info.
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Central reservation system
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Central Reservation System
Prepared By: Shantimani Sathwara Lecturer PCTE
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