PMS INTERFACES

A fully integrated hotel computer system provides management with effective means with which to operate and control many front office and back office activities.

Important interfaces of hotel operations include:

Point of sales systems {POS}

Call accounting system

Electronic locking system

Energy management System

Auxiliary guest services

Guest operated devices

Point of sale systems:

POS refers to point of sale (POS) software that runs on computers, usually touch screen terminals or wireless handheld devices. Restaurant POS systems assist businesses to track transactions in real time.

Typical restaurant POS software is able to print guest checks, print orders to kitchens and bars for preparation, process credit cards and other payment cards, and run reports. In addition, some systems implement wireless pagers and electronic signature capture devices.

Computer terminals are located in each point of sale department such as restaurants, spas, coffee shop, etc.

These terminals connect to a central processing unit, when the main terminal interacts with the PMS data can be transferred from the POS systems to various front and back office modules for further processing. This system accomplishes the basic objectives of electronic data processing. The time taken for posting charges to a guest folio is significantly reduced and the number of times a significant piece of data is handled is also minimized. It also reduces posting errors and the possibility of late charges.

Call Accounting Systems:

This system is capable of handling direct distance calling, distribute calls through a least cost routing network and price outgoing calls. When a CAS is interfaced with a PMS’s front office guest accounting module telephone charges can be directly posted to a proper guest folio. It reduces space needed, labour cost as no telephone operator is needed and maintenance costs.

Electronic Locking Systems:

Some ELS provide a “Donot disturb” option for guests. This option typically employs an indicator that displays a notice when guests want privacy. The notice is often given by a flashing red light located within a locking mechanism. The indicator may be triggered when a room attendant inserts a key into the locking mechanism. No longer must housekeeping staff test the door’s chain to realize that the guest is still in the room

A safety feature built into ELS prevents the door from opening while the key remains in the lock. This prevents the guest from entering the room while forgetting the key in the door. If the key remains in the locking mechanism beyond a predetermined time interval, the system destroys the key by scrambling the code. To avoid any inconvenience the staff should inform the guests that failure to promptly remove the key from the lock will cause it to become invalid.

Newest electronic locking systems allow guest to set the locking system by programming their own four digit code number. Some ELS also allow guests to use their own credit card to enter the room.  At the time of check in the credit card is moved through a magnetic card reader. The reader captures and encodes the information contained on the card’s magnetic strip and sends it as the access code for the appropriate guest room door. When the guest arrives at the assigned room, the credit card operates as the room key.

ELS Reports:

Management can find out which keycards opened which doors, by date and time. Communicating this ELS capability to hotel staff and guests may help reduce the number of guestroom incidents. An ELS typically maintains an audit trail involving the use of system based keycards. Some systems print out reports in chronological sequence. Some systems record and store activity data that can be formatted to provide printed reports on demand. The creation of reports, as well as other system functions, should be controlled by operator identification and password security codes

Energy Management System {EMS}:

Heating, lighting, ventilation and air conditioning are essential toa hotel’s existence. The greater the efficiency of this equipment the better the hotel serves the needs of the guest. Energy management systems may conserve energy contain energy costs and tighten operational costs over guestroom and public are environments. An important feature of these systems is their ability to minimize the building’s energy needs while not significantly affecting the hotel’s comfort conditions.

An energy management system may be a central feature of the rooms management module.

It is a computer based control system designed to automatically manage the operation of mechanical equipment in a property. The programming of this system enables management to determine when equipment is to be turned on or off or otherwise regulated. For example if the meeting rooms of a hotel will be used at 10:00 am to 2:00pm, the computer can be programmed to automatically conserve energy during the hours the rooms will not be in use, while ensuring that by 10:00 am the rooms reach a satisfactory comfort level for the guests. This programming technique can be used for equipment affecting various spaces through out the property.

Auxiliary Guest services:

Placement of wake up calls and the delivery of messages to guests are examples of these systems. The main reason for interfacing these systems to the property management system lies in the comprehensive co-ordination and tracking of guest related functions.

An automated wake-up call system permits the front desk employees to input a guest room number and requested wake-up time. At the specified time the system automatically rings the room and calls back at predetermined intervals until the system stops calling and makes note of the guest’s failure to answer. If the guest answers the call, the system completes a pre-recorded morning greeting and then disconnects. Some systems require that the guest speak into the phone to confirm he/she is awake. A notation of the answered call is often stored for the day in the system.

Electronic message waiting systems are designed to let a guest know that a message is waiting at the front desk. Some of these systems display messages on the television screen in the guest’s room.

Hotels have also adopted voice mailboxes. These are devices that record telephone messages for guests. A caller, who wishes to leave a message for the guest, does so over the phone and the message is recorded for the guest to access later. To access the message the guest typically dials a special telephone number, connects with the voice mailbox and listens to the message delivered in the caller’s own voice. By interfacing the voice mailbox service with PMS, the recording of the message trips the message waiting mechanism in the guestroom, leaving the switchboard staff free to perform other productive tasks.

Guest operated devices:

These systems may be located in public areas of the hotel or in private guestrooms. Assortments of devices provide concierge-level service with in-room convenience. Guest operated devices discussed in the following sections include:

Self check in/self check out systems

In-room entertainment systems

In-room vending systems

Information Systems

Self check in /check out systems:

They resemble automatic bank teller machines. These are usually located in the lobby. They possess both audio and video capability. In a self check in system, the guest initiates the registration process by inserting the credit card in the terminal. After collecting registration data the terminal screen may display room rates and types. Since the terminals are interfaced with the PMS automatic room and rate assignment are possible. The terminal may also dispense an electronic guestroom cardkey or tell the guest how to obtain a room key.

Lobby terminals are also capable of handling a checkout process. Here the guest uses his credit card used at check in to access and settle his account. The system automatically posts the account balance to the credit card for billing and dispenses an automized statement for the guest.

These days guests also have the opportunity for both in-room folio review and in-room check out. These systems may use in-room computer terminals, the hotel’s television cable station, or guestroom telephones to access and display guest folio data on the guestroom television screen. When in room terminals are linked with PMS guests can access folio data and can approve and settle their accounts. Guest room telephones when interfaced with PMS can also be used to display the guest folio details on the television screen. The system provides guests with folio details and directs a self checkout procedure. Folio copies are typically available at the front desk to copy.

These systems reduce the time it takes to process guest registrations, check-ins and checkouts. They can also be enhanced to introduce guests to the facilities and amenities available. Automated check-in and check-out devices free front office personnel to spend more time with guests who need personal attention.

In-room entertainment Systems:

When interfaced with a PMS in room movie systems provide guestroom entertainment through a dedicated television pay channel. The interface includes a timing device. After the channel has been tuned in for a specific amount of time, the device triggers an automatic charge posting to the appropriate guest folio.

Stand alone in room movie systems generally require the guest to dial an in-house service and request that the movie be turned on. The operator who turns on the program also is responsible for posting the charge to the proper guest folio.

Although the telephone call approach is not fully automated, it does provide a sound approach for minimizing guest-disputed charges.

In-room vending machines:

Non-automated minibars in the guest room require that the beginning inventory level are noted either by the housekeeping or room service attendants during their normal rounds. In either case the employee uses a hand-held portable computer or touch tone telephone in the guest room to connect with the remote minibar’s computer terminal. The product code of the items consumed, are put in and the bars CPU relays the guestroom information and charges of the consumed items via the property management system and issues a stock replacement report.

If these systems are electronic and microprocessor based, they may contain fiber optic sensors that record the removal of stored products. Once triggered the sensors relay the transaction to built in microprocessor for recording. Individual room microprocessors are typically cabled to a remote CPU which stores recorded transactions. The CPU converts transactions into accounting entries and relays them to the property management system guest accounting module for folio posting. The bar system’s CPU also maintains perpetual inventory replenishment data which directs the restocking of vending units. 

Micro processor based systems enable hotel managers to use a remote central console to lock in-room vending units. Some systems help guests to lock their minibars using their guestroom keys. Interfacing with PMS helps reduce late charges as well as labour costs.

Guest information system:

These systems are television based and can connect to cable broadcast systems, wire news services, transportation schedules and restaurant and room service menus and may also access the internet. When in-room computers are able to connect to the internet, guests may access

Airline schedules

Local restaurant guides

Stock market reports

News and sports updates

Shopping catalogues and transactions

Video games and casino games

These systems may also be connected to the hotel’s cable television band. This connection enables the property to keep in house guests and convention attendees informed about events and functions to provide tourists with information about local attractions and to inform business travelers about support services by the property.

 By Chef NK