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Property Management Systems,[object Object],Chapter 7,[object Object]
History of Automation in Hospitality Industry,[object Object],At first, automation was a tool for producing and analyzing budgets, reports, statistics, accounts.,[object Object],Then, automation crept into such areas as sales reports, rooms inventory control, timekeeping.,[object Object],Advancements in telecommunications and technology brought reservations systems and their ability to handle transactions.,[object Object],Source: American Hotel & Lodging Educational Institute,[object Object]
History of Automation in Hospitality Industry,[object Object],Further advances came as computers were used to analyze captured reservations data, thus providing important marketing info.,[object Object],Still further advances brought front-office systems that provided guest histories, patterns of use, preferences.,[object Object],Source: American Hotel & Lodging Educational Institute,[object Object]
Introduction,[object Object],What influences technology need for lodging establishments?,[object Object],   -  Department needs,[object Object],   -  Guest amenities,[object Object],Service level and customer relationships,[object Object],   -  Facility size and layout,[object Object],   -  Organizational structure,[object Object]
Introduction,[object Object],Property Management Systems - PMS,[object Object],Evolving,[object Object],Complex,[object Object],Peer to Peer (P2P),[object Object],Same application installed on more than one computer,[object Object]
   Introduction,[object Object],PMS - Centric Model,[object Object],Property Management systems integrate all of the information needed to manage ,[object Object]
PMS Functionality,[object Object],PMS must be able to provide six basic functions,[object Object],Enable guests to make reservations,[object Object],Enable guests to check-in/register when they arrive and check-out/pay when they leave,[object Object],Enable staff to maintain guest facilities,[object Object],Account for guests’ financial transactions,[object Object],Track guests’ activities for use in future sales efforts,[object Object],Interface with other systems,[object Object]
PMS Functionality,[object Object],Enable guests to make reservations,[object Object]
PMS Functionality,[object Object],Enable guests to check-in/register when they arrive and check-out/pay when they leave,[object Object],At front desk,[object Object],Remotely,[object Object],PDA,[object Object],Remote terminal,[object Object]
PMS Functionality,[object Object],Enable staff to maintain guest facilities,[object Object],Room Type,[object Object],Status,[object Object],Occupant,[object Object],Inspections,[object Object]
PMS Functionality,[object Object],Account for guests’ financial transactions,[object Object],Credit Card Information,[object Object],Address Information,[object Object],Business,[object Object],Home,[object Object],Room Rate,[object Object],Room Charges,[object Object],Night Audit,[object Object],Collects and Posts Room/Guest Data,[object Object]
PMS Functionality,[object Object],Track guests’ activities for use in future sales efforts,[object Object],Information relevant and beneficial to future sales efforts,[object Object],Accessed by:,[object Object],CRS - Central Reservation System,[object Object],CRM - Customer Relationship Management,[object Object]
PMS Functionality,[object Object],Interface with other systems,[object Object],GDS - Global Distribution System,[object Object],CRS - Central Reservation System,[object Object],must integrate seamlessly even if from different vendors,[object Object],Sales and Catering Applications,[object Object],POS (F&B),[object Object],Retail Points,[object Object]
PMS Functionality,[object Object],Interface with other systems,[object Object],HVAC or EMS Systems,[object Object],In-Room Amenities,[object Object],Messaging,[object Object],Security,[object Object],Call Accounting System,[object Object]
Four Key Interfaces,[object Object],Real-time interface with the GDS/CRS,[object Object],The activities management system,[object Object],Built-in revenue and yield management,[object Object],The enterprise,[object Object]
Real-time Interface	,[object Object],GDS/CRS,[object Object],Switches,[object Object],Goal: to generate revenue,[object Object],Complicated due to different business models and varying relationships between entities,[object Object],Real-time: greater flexibility,[object Object],Costly to develop systems,[object Object]
Internet Reservations Module (IRS),[object Object],Most PMS have IRS,[object Object],Make reservations online,[object Object],Book through Internet,[object Object],Eliminate fees –Expedia about %12,[object Object]
Real-time Interface	,[object Object],Tracks guest room and activities,[object Object],Cancels appointments if guest cancels or checks out,[object Object],Repairs,[object Object],Pagers, blackberry,[object Object]
Real-time Interface	,[object Object],Revenue and Yield Management Tools,[object Object],Managing room sales to maximize revenue and profits,[object Object],Examines multiple variables and provides complex calculations,[object Object]
Real-time Interface	,[object Object],The Enterprise,[object Object],Refers to all systems - front and back,[object Object],PMS (front),[object Object],Payroll, Purchasing, HR (back),[object Object],EAI - Enterprise Application Integration,[object Object],End goal:,[object Object], of fewer redundancies,[object Object], and increase in collaborative synergy,[object Object],ERP - Enterprise Resource Planning,[object Object],BPI - Business Process Integration,[object Object]
GUI - Graphical User Interface,[object Object],Interface,[object Object],Intuitive,[object Object],Fits naturally with expectations,[object Object],Ease of training,[object Object],Multi-lingual,[object Object],Includes Websites,[object Object]
PMS Evolution,[object Object],1st Generation: Minicomputers,[object Object],2nd Generation: UNIX/NOVELL,[object Object],3rd Generation: Reservation systems,[object Object],4th Generation: Client-server,[object Object],5th Generation: GUI,[object Object],6th Generation: ASP (VPN),[object Object]
Reservation Systems,[object Object],Selling individual reservations,[object Object], Selling group reservations,[object Object], Displaying room availability and guest lists,[object Object], Tracking advance deposits,[object Object], Tracking travel agent bookings and commissions,[object Object], Generating confirmation slips and various reservation reports,[object Object]
Reservation system screen,[object Object]
Displaying room availability and guest lists ,[object Object],Today’s inventory,[object Object], Future date,[object Object], 7 to 14 day availability,[object Object], Blocked room,[object Object]
Reservations ,[object Object],CRS (central reservation system),[object Object],IRS,[object Object],Voice Center,[object Object],GDS (Global Distribution System),[object Object]
Companies,[object Object],Fidelio,[object Object],German company,[object Object],World Leader,[object Object],Was bought by Micros, USA based company,[object Object],Now, Micros/Fidelio,[object Object]
CRS,[object Object],Decentralize the reservation function,[object Object],Centralizes marketing and sales efforts,[object Object],One way,[object Object],Two way,[object Object]
Internet based CRS,[object Object],Started in late 1990s,[object Object],Flexible,[object Object],Cost effective,[object Object],Compliant with GDS,[object Object],Marriott.com / starwood.com / bestwestern.com,[object Object]
Distribution channels for a hotel,[object Object],Travel Agency (GDS),[object Object],CRS (800 reservation number),[object Object],Call the hotel directly,[object Object],Corporate travel agent,[object Object],Hotel website (i.e. Hilton.com),[object Object],Internet travel agency (i.e. Expedia.com) (Online GDS / ADS/ IDS),[object Object],Walk-in,[object Object],Other,[object Object]
GDS,[object Object]
ADS/ IDS,[object Object]
Other travel related websites,[object Object]
Switch,[object Object],Switch,[object Object]
Yield Management ,[object Object],Yield management rules can be established for:,[object Object],[object Object]
discount control
length of stay control
product class control
group evaluation ,[object Object]
Global Distribution Systems,[object Object],Joint ventures linking a number of diverse businesses,[object Object],A big inventory,[object Object],Smart Switch,[object Object],Translator,[object Object]
GDS,[object Object],There are 4 major GDS,[object Object],Amadeus ,[object Object],Galileo/Apollo ,[object Object],Sabre,[object Object],Wordspan,[object Object]
Smart Switch,[object Object],American Airlines,[object Object],Unix System,[object Object],Hertz Rent a Car,[object Object],OS System,[object Object],Marriott,[object Object],Windows Based System,[object Object],Access Codes,[object Object],Access Codes,[object Object],Access Codes,[object Object],SABRE,[object Object],Common Platform,[object Object]
Switch,[object Object],Pegasus,[object Object],http://www.pegs.com,[object Object],Wizcom (Trust),[object Object],http://hospitality.cendant.com/technology/,[object Object]
Property Management Systems,[object Object],Property management systems provide data that marketing can use for:,[object Object],Revenue maximization ,[object Object],Better rooms inventory control,[object Object],More accurate management of room blocks,[object Object],Yield management capabilities,[object Object],Source: American Hotel & Lodging Educational Institute,[object Object]
Property Management Systems,[object Object],Automation helps hotels provide better guest service and related recognition programs:,[object Object],Guests can count on same room, same seat, same car preference as a result of guest history and preference systems ,[object Object],Express check-in and check-out,[object Object],Automated check-in and check-out,[object Object],Similar technology has provided automated airline ticketing and car rentals,[object Object],Source: American Hotel & Lodging Educational Institute,[object Object]

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