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The Property
Management System
and Interfaces
Chapter 7
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
Interview

Gary Cooke
Industry Manager-Hospitality and Food Service
Microsoft
 Software and platform foundation

ASP’s to play a significant role in the future

Technology to create more options for
hoteliers
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
1. Introduction

Property Management Systems - PMS
 Evolving
 Complex
 Peer

to Peer (P2P)
Same application installed on more than one
computer
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
Introduction

PMS - Centric
Model
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
2. PMS Functionality

PMS must be able to provide six basic functions
 Enable
guests to make reservations
 Enable guests to check-in/register when they arrive
and check-out/pay when they leave
 Enable staff to maintain guest facilities
 Account for guests’ financial transactions
 Track guests’ activities for use in future sales efforts
 Interface with other systems
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
PMS Functionality

Enable
guests to
make
reservations
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
PMS Functionality

Enable guests to check-in/register when
they arrive and check-out/pay when they
leave
 At
front desk
 Remotely
PDA
 Remote terminal

Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
PMS Functionality

Enable staff
to maintain
guest
facilities
 Room
Type
 Status
 Occupant
 Inspections
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
PMS Functionality

Account for guests’ financial transactions
 Credit
Card Information
 Address Information
Business
 Home

 Room
Rate
 Room Charges

Night Audit
 Collects
and Posts Room/Guest Data
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
PMS Functionality

Track guests’ activities for use in future
sales efforts
 Information
relevant and beneficial to future
sales efforts
 Accessed by:
CRS - Central Reservation System
 CRM - Customer Relationship Management

Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
PMS Functionality
 Interface
with other systems
GDS
- Global Distribution System
CRS - Central Reservation System
 must
integrate seamlessly even if from
different vendors
Sales
and Catering Applications
POS (F&B)
Retail Points
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
PMS Functionality
 Interface
with other systems
HVAC
or EMS Systems
In-Room Amenities
Messaging
Security
Call Accounting System
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
3. Four Key Interfaces
Real-time interface with the GDS/CRS
 The activities management system
 Built-in revenue and yield management
 The enterprise

Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
Real-time Interface
GDS/CRS
 Goal: to generate revenue

 Complicated
due to different business models
and varying relationships between entities

Real-time: greater flexibility
 Costly
to develop systems
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
Real-time Interface

Activities Management Systems
 Internet Access
 Sports/Sports
Lessons (Golf, tennis)
 Swimming
 Spa/Gym
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
Real-time Interface

Tracks guest room and activities
 Cancels
appointments if guest cancels or
checks out
 Guests do not have to enter information twice
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
Real-time Interface

Revenue and Yield Management Tools
 Managing
room sales to maximize revenue
and profits
 Examines multiple variables and provides
complex calculations
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
Real-time Interface

The Enterprise
 Refers
to all systems - front and back
PMS (front)
 Payroll, Purchasing, HR (back)

 EAI

- Enterprise Application Integration
End goal:


of fewer redundancies
and increase in collaborative synergy
 ERP
- Enterprise Resource Planning
 BPI - Business Process Integration
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
4. GUI - Graphical User Interface
Interface
 Intuitive

 Fits
naturally with expectations
Ease of training
 Multi-lingual
 Includes Websites

Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458
5. Summary

Understanding Property Management
Systems and its interfaces are vital to
management

Focal point of data collection

Additional Resources
www.hotel-online.com -daily news service
www.idg.net -online technology content
www.isworld.org -academic research
Technology Strategies for the Hospitality Industry
Nyheim, McFadden, & Connolly
© 2005 Pearson Education, Inc
Upper Saddle River, New Jersey 07458