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Property Management System in Front Office Operations

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PMS (Property Management System)
In the hospitality industry a PMS also known as a 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. Hotel property management systems may interface with central reservation systems and revenue or yield management systems, front office, back office, point of sale, door-locking, housekeeping optimization, pay per view (PPV), energy management, payment card authorization and channel management systems. A good PMS should give accurate and timely information on the basic KPI(Key Performance Indicators) of a hotel business such as Rev Par or occupancy rate and help the Food and Beverage management control the stocks in the store room and help deciding what to buy, how much and how often. The perishability of the main good in the hotel industry (the room night) makes these PMS applications a must for a professional management.

Ref: https://en.wikipedia.org/wiki/Property_management_system

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Property Management System in Front Office Operations

  1. 1. FRONT OFFICE PROPERTY MANAGEMENT SYSTEMS Danielle Grace Nabong & Emilie Sea 151116008 | 142116004 IHM1311 FRONT OFFICE OPERATIONS DUSIT THANI COLLEGE
  2. 2. Aloft Hotel ADDRESS: Sukhumvit Soi 11 Khlong Tan Nuea, Watthana Bangkok, Thailand 10110 TEL: +66 2 207 7000 (02 207 7000)
  3. 3. Contact InformationName: Khun Pim Department: Human Resources Telephone: 082 711 2030 Email: hr.aloftbkk@alofthotels.com
  4. 4. Rattanaphol Khunphagdee • Khun Pete • 8 years of experience working for Starwood • Front Office • Talent Development Manager
  5. 5. Aloft Hotel “A Vision of W Hotels” • Starwood Hotels (2005) • Montreal, Canada (2008) • Trudeau International Airport • City / Airport • Innovative, Contemporary
  6. 6. What Property Management System (PMS) does the hotel use?
  7. 7. LightSpeed • Galaxy Hotel Systems • ‘Galaxy LightSpeed’ • 650 properties • WIFI easy access simplified process low-cost solutions
  8. 8. Does this PMS provide excellent data security and have reliable customer support?
  9. 9. ANSWER: Yes, it does. • Access by WIFI • Online database • Every record in Starwood database • 24-hour Customer Service
  10. 10. How long does it take to train someone to use this PMS? Who in the hotel is trained to use it?
  11. 11. • 90 day training period • 1st month  guided • 2nd month  observed • 3rd month  able to pass criteria • Usage based by priority EXAMPLE:  Manager – can see credit card code  1st Priority – can’t see credit card code (viewed as 2462476xxxx), can’t change rate
  12. 12. What are the common struggles when training someone to use your PMS?
  13. 13. • Older generation; • difficulty learning • don’t really understand computer systems • Generation Y; • little to no difficulty • tech-savvy Easy to use because of icons.
  14. 14. What are the main operational demands and restrictions of your PMS?
  15. 15. • Functions like every PMS. • Can perform check-in, check-out, make guest records, etc. • May lag due to WIFI. • Slight lag due to slow WIFI connection, but it is only momentary.
  16. 16. How does Aloft’s PMS mix with Fingi? Do they affect each other at all?
  17. 17. Fingi • Application / Platform • Allows guests to use a smartphone to control every aspect of their stay • ALL in-room elements • ordering of hotel services • direct communication with the hotel and the outside world
  18. 18. • They don’t affect each other at all. • Fingi exists as a subset module in LightSpeed. • Physically installed at each property • Updated via Fingi CORE ANSWER:
  19. 19. Do you think this PMS is the best for your type of hotel? Why?
  20. 20. ANSWER: Yes. • Simple to use, easy access, and new generation type PMS. • Fits the innovative and contemporary image of Aloft.
  21. 21. How can the PMS allow Aloft Hotel to deliver exceptional service to improve guest experiences and loyalty?
  22. 22. - Guest records can be accessed from the online database - All Starwood brands - Recognizes vital information - Ex. Croissants (based on records of guest bill) - Good technology + human interaction (recognizing behavior) - Ex. Tom Yam Khung
  23. 23. How does Aloft feel about self-check in services? (Do you think Aloft will eventually innovate to a software program that allow guests to completely customize their reservation?)
  24. 24. • Unable to do in Thailand • Other international/US* branches allow/have it (“Smart Check-In”) • Thai immigration laws require documents handed and face shown
  25. 25. EXTRA INFORMATION Room Tour • Touch Room • Chic Room
  26. 26. “Touch Room” • Via Bluetooth • Moods / Customizable
  27. 27. “Chic Room” • Non-Touch Room • Single / Double Bed
  28. 28. QUESTIONS?
  29. 29. QUESTIONS FOR THE CLASS 1. What PMS does Aloft use? 2. How long does it take to train someone to use it?
  30. 30. THE END Thank you.

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