Chapter 6

PROPERTY
MANAGEMENT SYSTEM
INTRODUCTION
-Property management refers to operations, maintenance, and
administration of a property like a hotel or a restaurant. A property
manager ensures that a hotel building properly functions from the
exterior and interior part of the building. Facilities like sleeping rooms
and function rooms are properly cared for ready to be rented out or
utilized for its day to day operations and turn them into revenues. A
property management system is a computer-based program. From a
simple program, this PMS has evolved incorporating it into a software
or application. From storage of data in a local hotel server to a
centralized local area network, to remote servers, now we have cloud
computing.
PROPERTY MANAGEMENT COMPANY

-A property manager oversees real estate

portfolios, but will usually oversee more real
estate properties. Property management
duties and responsibilities include rental
marketing, tenant screening, setting rental
rates coordination, maintenance and repairs,
collecting rent, managing budgets, and
complying with rental laws and regulations.
 Table 6.1. Comparison of Property Management
Systems for Rental Apartment Buildings vs. Hotels

PMS for a typical rental apartment building PMS for hotels

Marketing the property to find tenants Reservation department usually a central

reservations system of the chain of hotels

Tenant screening This information is handled by the reservations

and front desk department.

Collecting and adjusting rents Sales and marketing

Handling tenant complaints and issues Operations

Property Maintenance Can be handled by the typical PMS

Accounting services Included in the PMS

Periodic inspections/coordinating turnover Included in the PMS

FRONT OF THE HOUSE AND BACK OF THE HOUSe

FRONT OF THE HOUSE

-The front of the house is basically the departments of the hotel that are guest-
facing.
The first example would be the front desk where guests check-in or check-out, in
the case of restaurants, it would be the dining area. In a nutshell, any area where
guests interact with the hotel staff is front of the house, hence this include the lobby
or poolside bar.

Front desk agents are the employees of a hotel whom guests have the most contact
with. The front desk may be helped by the concierge and the bellman/doorman. The
concierge should be knowledgeable of activities not only of the hotel but should be
familiar with activities around the area and be able to direct a hotel guests with
whatever Information they might need. The bellman often combined with the
doorman position assists guests when they arrive at the hotel up to the point of
bringing the guests to their designated hotel rooms. The bell staff deliver luggage
during their arrival, deliver items to the guest room, and assist with valet parking.
BACK OF THE HOUSE
-They have minimal guest contact, either working in offices separate from guest areas or in guestrooms
when the guests are out. Back-of-house (BoH) employees usually work during normal business hours.

Marketing office - The marketing team is responsible for maintaining the hotel's public image and brand.
Revenue management-Depending on the hotel, a property could have one revenue manager, a revenue
management team, or a corporate revenue manager who supports the hotel remotely. Revenue
management sets rates, manages the relationships with OTAs, and implements promotions and availability
restrictions.
Housekeeping - This team is arguably the most important in the hotel; without housekeeping employees,
there would be no clean rooms! Housekeeping tasks range from cleaning rooms, doing laundry, and
cleaning public areas.
Finance -A hotel's finance team oversees all financial aspects of the hotel's operations, from accounting to
payroll.

You may have also heard the terms "front of house" and "back of house" when talking about the restaurant
industry or food and beverage department. In F&B, the front of house also includes the guest-facing roles,
like servers and hosts, while the back of house includes cooks and stewards.

Generally, both sides of the hospitality industry are similar in this regard. At a restaurant, the front of house
might include wait staff, bussers, sommeliers, or anyone who deals with the overall dining experience.
PROPERTY MANAGEMENT SYSTEMS
-Property management system is a business process that allows property managers to
communicate with hotel building owners (landlords) and tenants (e.g., franchisees) with
their financial managers.

In the era before we used computers, property management for a hotel is simply having
the rooms available for sale when the guests need them. So we have a check-in time
usually before noon and a check-out time usually toward mid-afternoon. The gap is to
allow time for the housekeeping staff to clean, sanitize, and make up the room.

Property management system (PMS) is a hotel management software suite that property
owners and front desk workers use to manage their business by coordinating reservations,
online booking availability, payments, and reporting in one central place. The hotel PMS
streamlines operations for front office staff and guest services in the hotel business to
check-in and check out guests, see room availability, adjust existing reservations, and
even can have back-office functionality (schedule housekeeping or maintenance).
How PMS Works.
-Hotel property management system is a set of solutions used to manage day-to-day activities. This
includes reservations, front desk, housekeeping, maintenance, billing, analytics, and reporting.

PARTICuLAR (PMS) PROVIDER AND HOW THEY WORK

1. Front desk operations - A software application that allows the front office personnel to
communicate with housekeeping. While there is a check-in and check-out policy, depending on the
hotel, guests have preferences depending on where they are coming from (arrival time) or where they
are going next (departure time).

2. Managing hotel reservations - This application allows the hotel to communicate with all booking
platforms like the OTA (online travel agents) on real time so that available rooms are booked and
cancelled reservations are sold, maximizing revenues.

3. Language support-Allows employees and guests to communicate in the language preferred.

Spanish speaking employees can communicate even if the system is written in English as an example.

4. Rate management - In hotel terms, we have what we call "walk-in rates" or "rack rates." These are
rates available to guests when they come to the hotel without reservations. Rack rates are referred to
as regular room rates and are usually higher than when reserved online or through a travel agent.
5. Meal plans and packages - Various travelers have different needs in
terms of their meals, depending on their religion or diet preferences. This
feature allows the guest to inform the hotel of their preferences.

6. Multiple user accounts - A feature that allows several employees

including managers in an organization to access PMS.

7. User privileges and security - By the use of a computer generated

codes, the administrator of the system can assign access to various
property management responsibilities such as discounts and hotel room
upgrades.

8. Mobile guest self-service portal - Guests who have reservations in a

hotel will not lose their reservations in case of a late arrival. On the other
hand, the hotel is assured that an unoccupied hotel room becomes a lost
revenue.
From a hotel operations point of view, the following
are some highlights of PMS.

-User-friendly interface - Even with very little training in information technology, the
system allows to train staff quickly and can reduce the likelihood of errors. The best PMS
solutions today are self-service and help to streamline operations by enabling hospitality
businesses to check-in guests faster. Many modern platforms can even be operated from a
mobile device via mobile app.

-Check-in/check-out guests and modify guest reservations-Keep track of guest profiles

and move them around as needed; keep track of reservation and reduces overbooking.

-Central dashboard-See what is happening, what needs to be done today, and monitor
your key metrics.

-Reporting suite - Generate detailed production and financial reports to improve business
operations. Helps property managers understand booking channels.

-Payment processing - Ability to take credit card payments in compliance with local and
global regulatory standards.
THE RESTAURANT MANAGEMENT SYSTEM
-A restaurant management system helps streamline food business operations. It includes
restaurants, bars, bakeries, cafes, cloud, kitchens, food trucks, and delivery businesses. It
combines POS (Point of Sale) systems with tools that manage phone calls; take table
reservations; streamline inventory management; handle billing; provide analytics; and
marketing activities, such as CRM, loyalty programs and, building online presence.
PMS INTEGRATION COMPONENTS
-The CRM discussed in this chapter is aptly described as handling room reservations and
communicates directly to the hotel's property management system (PMS) to trigger ordering of
housekeeping supplies, food ingredients for the hotel's restaurants, and other related revenue and
non-revenue generating concerns.

-Central reservation system- Many hotel chains have proprietary CRS systems while independent
hotels typically use off-the-shelf solutions. A CRS allows hotels to distribute rooms efficiently via major
GDS platforms like Travelport, Amadeus, and Sabre.

-Revenue management system-Increases revenue with better rate management.

-Booking engine- Online booking engines display PMS inventory to take online reservations.

-Channel manager -Channel management software helps manage connectivity to OTAs like
Expedia, Booking.com, or even a vacation rentals platform like Airbnb.

-Hotel operations software - PMS integrates with key service optimization and hotel staff
collaboration software.

-Hotel CRM - A PMS is the nucleus of your hotel centered on inventory. However, to operate
efficiently, hoteliers also need a CRM system centered on guest profiles. CRM pulls data from PMS to
populate profiles and calculate key metrics like recency, frequency, and monetary value.
MAJOR PROVIDERS OF PMS
-Property management providers have their own features depending on the needs of a hotel business establishment. A single
hotel operation may need reservations, front desk, housekeeping, and maintenance system.

1. Cloudbeds - Property management system (PMS), is a cloud-based front desk for your property. With it, you can check-in
and check-out guests using an attractive drag-and- drop interface. Use it to push updated availability to your internet booking
engine and channel manager. This makes your prices and inventory the same at your hotel, on your website, and on OTAs.

2. ClockPMS-The system offers full-featured, cloud native property management that enables contemporary, paperless hotel
operations. It also includes management of rooms and reservations, incorporating unique Guest Connect and Rate Pilot
functionality, offering a revenue generating online portal for guests and central command over all room sales and distribution.

3. MEWS - Mews is a hospitality management cloud that allows hotelier to improve performance, maximize revenue, and
provide remarkable guest experiences. The integrated ecosystem includes six key products: operations, payments, guest
journey, and business intelligence marketplace and API.

4. InnRoad -InnRoad is a Software-as-a-Service (SaaS) hotel software solution that integrates property management, global
distribution, bookings, and marketing-all on a single, easy-to-use platform designed exclusively for independent hoteliers, small
hotel chains, and hotel management companies.

PMS SYSTEMS, FUNCTIONS, AND MODULES

-Property management system is a software that deals with reservations management and administrative tasks. While hotel
property management software does not always have an integrated channel manager, it is critical that the software vendor has
a strong integration to a top-rated channel manager if this functionality is not integrated. Premium vendors allow hotels to you
sent synchronize availability to multiple channels in real time and provide booking engine functionality. Some vendors offer an
all-in-one hotel software solution that reduces the overhead of managing and learning multiple systems.
-Depth of reporting and analytics-in addition to basic reporting functionality, some PMSS allow
monitoring market data; creating automated rules and triggers; adjusting prices; and provide insights
related to pace, pick-up, and occupancy.

Under reservations and distribution, the following modules are included:

1. Channel distribution
2. Customer relationship management (CRM)
3. Revenue management

As a hotelier, the main role is to manage reservations and the rooms. Once the reservations are
successful, they are now accessed by the front desk.

Front desk operations are the first interaction of the guests. The front desk module becomes the tool
that the front desk officers use to perform their primary task in attending to the customers. This is
also the place where checking-in and out, processing payments, and issuing of key cards are done.
The front desk staff also uses the CRM data of previous, current, and potential guests.

Back-office management module can perform revenue management and manage consumption
costs. Samples of report analytics include daily rates, daily occupancy, and revenue per room.
Samples of report analytics include daily rates,
daily occupancy, and revenue per room.
 Thank you
everyone
god bless us all
QUIZ
1. WHAT IS THE MEANING OF PMS?
2. WHAT IS THE MEANING OF PMC?
3. _____ IS THE HOUSE IS BASICALLY THE DEPARTMENT OF THE
HOTEL THAT ARE GUEST-FACING?
4. WHAT IS THE MEANING OF BoH?
5-8. GIVE ATLEAST 4(FOUR) CUTOMER FACING TOOLS
9.______ IS RESPONSIBLE FOR MAINTAINING THE HOTEL’S
PUBLIC IMAGE AND BRAND?
10. ______ EMPLOYEES AND GUEST TO COMMUNICATE IN THE
LANGUAGE PREFERRED?

ESSAY
11-15.(5PTS.)
(IN YOUR OWN WORDS) WHAT IS A PROPERTY MANAGEMENT SYSTEM?
16-20.(5PTS.)
(IN YOUR OWN WORDS) WHAT IS MANAGEMENT ?