Transcript Chapter 6

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
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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 Airlines
Unix System
Marriott
Windows Based System
SABRE
Common Platform
Hertz Rent a Car
OS System
CRS
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Decentralize the reservation function
Centralizes marketing and sales efforts
One way
One and a half way
Two way
Internet based CRS
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The newest trend
Flexible
Cost effective
Compliant with GDS
(Source: Hospitality Technology Jan/Feb 2000)
Online booking trend
unit: million people
50
42.2
40
30
20
10
0
online booking
traveler
16.5
5.4
6.7
1997
1998
1999
2003
-- source: Travel Industry Association of America
Yield Management
Yield Management
• Yield management rules can
be established for:
 overbooking
 discount control
 length of stay control
 product class control
 group evaluation
Front Office System
Room status and
housekeeping
management
Guest registration
-retrieve reservation
-assign a room
-collect payment
-verify room status
Telephone services
- Phone calls
- Wake up call
-Messages
-room discrepancy report
-room status report
-etc.
Front
office
system
Cashiering and guest
check-out
-generate folios
-post transactions
-open and close cashier
shift
-guest check out
Cashiering and guest check-out
4 basic types of folios are created:
- Individual folios
- Master folios
- City ledger folios
- Control folios
Night Audit (Reset)
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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
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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
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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
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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-NotDisturb" 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 Systems
Security 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 Entertainment
Systems
• 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
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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
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Date
Time
Product
Amount
Frequently this jogs a
guests memory
TOTAL PURCHASES
Minibar
PURCHASES BILL FOR ROOM : 101
12:52 FRIDAY 28-June-95
DATE
VALUE
TIME
CONTENTS
28-June-95
28-June-95
28-June-95
28-June-95
28-June-95
28-June-95
27-June-95
27-June-95
12:45:10
12:45:00
12:44:50
12:44:50
12:44:30
09:30:50
16:57:00
16:56:50
Imported Beer
Tonic Water
Gin
Nuts
Mineral Water
Orange Juice
Cola
Beer
Total Purchases
1.50
0.95
2.75
2.50
1.10
1.00
1.00
1.50
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:–
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Sequence number
Date
Time
Activity/ product
Event type
Location
Minibar Version 8.01c
Bar events report
01-Aug-96 12:18:45
Page 1
Bar events for room 100
135-361
135-358
135-350
135-248
135-103
135-019
139-970
139-969
01-Aug-96
01-Aug-96
01-Aug-96
01-Aug-96
31-Jul-96
31-Jul-96
31-Jul-96
31-Jul-96
12:15:27
07:45:57
07:45:50
07:45:20
23:20:23
19:15:05
19:03:07
19:03:07
Check out
Orange Juice
Mineral Water
Mineral Water
Heinekin
Chocolate
Security unlock
Check in
Sale
Occlusion
Sale
Sale
Sale
Location 11
Location 8
Location 8
Location 23
Location 19
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
Refill Requirements
Monday 29-
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
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Product movements,
where a product has
been moved but not sold
Occlusions, where a
product has been sold
then put back
Autoclassic System 8
Refill Lists
Tuesday 28-Ju
User : Bernie
Zone / Group : one
Room : 103
Quantity
Item
Drw
(24-June-95)
1
1
1
MARTELL COGNAC
EVIAN WATER
7
FOREST PRODUCT BISCUITS
6
Room : 109
Quantity
Item
Drw
(27-June-95)
1
1
2
CANADA DRY TONIC WATER
COCA-COLA
PAULANER LAGER
2
10
11
Room : 111
Quantity
Item
Drw
(21-June-95)
3
1
COCA-COLA
SPA STILL WATER
10
14
Room : 115
Quantity
Item
Drw
(18-June-95)
2
1
PAULANER LAGER
SPA STILL WATER
11
14
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Guest Information Services
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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
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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
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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
Terminal design
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
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POS Hardware
• 3 types of guest check
printer
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Hardware platform
- DOS based
- dot matrix or impact
- thermal printer
- laser printer – expensive
- Windows based
Networking
CPU
Printer or KDS
PMS
Printer or KDS
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
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Chef Tech Software
Recipe/Menu Costing
Inventory Control
Nutritional Analysis
Create orders from pars
POS & Purchasing Interface
Benefit of handheld terminal
In 1992, the first touch-screen handheld was
introduced.
• 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.
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
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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’s
http://www.papajohnsonline.co
m/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
•inventory extension report
•food usage report
• print reports
•reorder quantity report
•purchased order
•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