THE BUSINESS SCHOOL

UNIVERSITY OF JAMMU

REPORT ON - ““ PMS: USED IN HOTELS”

Submitted To : SUBMITTED BY:

RADHIKA GUPTA

ROLL NO – 32- Mba -14

USE OF INFORMATION TECHNOLOGY IN HOTEL INDUSTRY

Information is the key for decision making in any business, therefore getting the right information at the right time, at the right place and faster makes lot of difference in any business and so especially in Hospitality Business where the decisions are taken instantly in some levels.

In this context the age old phrase “Garbage In and Garbage Out” is valid even today as incorrect information may lead to problems. It is not uncommon that one may have good computer system yet may not be successfully getting right information for the business. 

It is a combination of the Right People and the Right System that makes a business successful. Although lots of developments have taken place in terms of computers and its applications, making use of it completely rests with the person using it. Computer cannot replace men! With this I would like to put few of my thoughts that may be useful to the Hotel Fraternity.

There was a time when people used to write simple expense statements and general ledger to balance sheet manually. Most difficult front office operation used to be monitored manually through a long sheet of paper. Computer pundits came out with great solutions specifically to hotel industry making life easier for front end staffs who need to attend to guests most of their time rather than looking at the paper. Information and good service is the key for success in hospitality industry. 

Today, computers do magic for the front end staff enabling them to devote more time in attending guest requirements in a pleasing way without compromising the Standard Operating Procedures (SOP). From the time of reservation until the time customer checks-out of the hotel everything is recorded and the data is available. The computer system really monitors the guest requirement, their likes and dislikes, their wants and satisfaction levels in a readable way that helps the hotel enhance their future services.

In order to achieve good results through the computer system one should first understand one’s requirement in terms of fastness of information, kinds of reports, formats etc. Second, the flow of work that takes place in each activity. Third comes the procedures and last its effective implementation. All this become the system component. Once this is understood, next step is to make a program or customization accordingly through the software. Software cannot work without hardware. A good Information Technology System comprise of three components, Systems, Software and Hardware.

Selecting the right type of system is most important for any hotel operation. Most of the hotels use special software made for hotels which are generally called as Property Management System (PMS). PMS comprise of both front end and back end solutions. There are various other solutions which are not part of PMS but, get interfaced with the PMS. There are very few property management systems that have the integrated solutions built-in with both front and back end, like IDS Fortune Enterprise. Choosing the right system requires expertise and knowledge about the hotel operation. 

Normally, all systems comes with Room Division – with Front Office System and House Keeping Module, Food and Beverage Division – with Point of Sale and Back End system – with Accounting, Inventory, Human Resources. 

System requirement for each facility differs and it should preferably be a cost effective solution. It is not

necessary that all hotels require most expensive computer systems. Small hotels needs a simpler systems than the big operations where complicated services, standards, data assimilation and decision making tools are required. Many big operations require various interfacing such as Telephones, Internet, Interactive Television, Door Locking system, Yield Management, Global Distribution System, Visa/Master Card etc. 

All these can be automated through Property Management System in an efficient and effective way. This reduces not only the man power, also reduces mistakes that happens when handled manually.

While choosing the system, proper evaluation of the PMS has to be made. Evaluation must be in terms of User Friendliness, Menu Driven navigation, Key defined access, Lesser number of key strokes, Easy access to required data, Visual Impacts, Meaningful reports, various levels of security access, possibility of customization at the user level etc.

Some of the systems are more strong in the front end and weak in the back end. Some of the properties may require a strong front end and back end could just be reasonable. Some of the properties such as Hotel Apartments generate more room oriented business and hence Front Office system must be stronger. Similarly a property with various food and beverage outlets must use the right Point of Sale (POS) system. 

One has to choose the system that are sufficient for the property depending on the number of keys, food and beverage outlets, other minor operating departments, facilities and services offered in the property. Many a times, one may come across choosing very powerful system for a small operation by paying huge sums of money or vice-versa. Many of the features of the system may not be even useful or under-utilized and similarly, big operation may not have the right system offering sufficient features.

Good IT personnel should have the knowledge of all the three components, i.e., System (flow of each activity), Software (that translate the activity in measurable terms both quantitatively and qualitatively) and Hardware (Media through which we can see these activities). All this should reflect in primarily guest satisfaction, staff satisfaction, management satisfaction and owner satisfaction. 

Most of the PMS software gives generic solutions. Customization is important in order to achieve what one wants from the system chosen. Some of the PMS software is customer friendly and customization becomes easier and there are also rigid software that do not allow customization. It all depends on the architecture one has used to build the software. User friendly software will allow customization without making structural changes.

Many times, I have come across hotel not using the software to its full extent. Although the system is capable of delivering various reports and usage, they are not fully utilized due to the lack of proper training and induction in using the software. This happens when properties are opened in a hurry without giving sufficient time for training. Due to the vastness of the PMS, a person has to undergo training for a minimum of two months to understand complete system. Out of two months, one month must be on the job training. Most of the users will come across various problems while on the real job. A good PMS supplier will be able to give solution for all the problems that has logical answers. Proper training is the

key for effective implementation.

While choosing PMS software for a property, one has to derive the guest needs in the front end on one side and needs of the management and the owner at the back end on the other side. Staff should be able to use the system comfortably in achieving both the ends. One has to set the right parameters in the system that can be used to create meaningful reports that helps in decision making easier and faster at all levels. This, as said before, requires expertise and knowledge of all three components of IT.

Today, computers and software can give solutions to the most complicated logical problems in any operation. Computers makes life easier in getting right reports at the right time that helps in decision making process easier and faster. Computer system can prompt if any mistake is made, it can prompt opportunities and it can prompt to take corrective action in a pro-active manner. Yield Management in rooms division or Menu Engineering in food and beverage division is example of such functions. The computer system can be used to enable both planning and control function to achieve the objectives of the organization.

Yet, man made the computer and not the other way. One has to understand, man is intelligent and intellectual. Computer is made with intellect of man and hence works only with logic of mind. Logic of mind cannot go beyond mathematics! Intelligence is beyond mathematics. 

Man cannot be replaced at any level. In spite of having most advanced system, one has to rely on the supervision of man to see the level of satisfaction guests get in a hotel. Expression of satisfaction from the guests can be seen only when you see them eye to eye. 

Computers: Communication in hotels

Computer has a very vital use in hotel industry as it is used in all industries. 

It is used for recording reservation or booking, to record all data at the check in point when the guest arrive and also at the check out time too at the front desk department. It is also used to write different correspondence letter such as confirmation of reservation for guaranty booking and so many other office correspondence letter exchanges. 

Today, if a hotel's computer system suddenly went down, chaos would erupt. Software programs ensure that front desk, housekeeping, restaurant and management staff will perform their roles smoothly. They are also a means for communication between all departments.Most of all, hotel personnel are able to serve customers more promptly by using computers.

Front Desk Staff:

Front desk staff use computer software programs to make reservations. Using the program, they determine which rooms and rates are available for a specific night or range of nights. Front desk representatives also use the software to check-in and check-out guests and to print off bills.

Additionally they may check the computer to see if a room has been cleaned before checking in a guest. Finally, front desk staff enter guest names and mailing addresses into a database to use for future reservations or to send out information.

Housekeepers:

Housekeepers use the same software as front desk staff to verify which rooms are checking out and staying over each day. That way, they know which rooms to completely clean and which ones to simply tidy. Housekeepers use the software to communicate to the front desk, letting them know which rooms are clean and available for check-ins.

Restaurant Staff:

Hotels that have a restaurant may employ a computerized point-of-sale (POS) system. Waitresses enter food and drink orders into the POS system, which prints chits for the kitchen and bar staff, so they know what to prepare. Waitresses also print off bills using the POS system. Additionally, the food and beverage manager may use a computer to prepare and print new menu inserts. For hotels that cater to conferences and weddings, they may use a computerized banquet booking system.

Lodging Manager

Lodging managers and/or night auditors use computer software for daily and overall accounting purposes. This includes reviewing the day's check-ins and check-outs, payments received and owing and comps given out, to make sure all is in order. Lodging managers also use computers for keeping track of inventory and ordering supplies, to verify conference schedules and to create reports for the higher-ups. Finally, managers work with information technology professionals to make sure computer programs for staff and for guests, if applicable, are running smoothly.

Computers are used extensively by lodging managers and their assistants to keep track of guests' bills, reservations, room assignments, meetings, and special events. In addition, computers are used to order food, beverages, and supplies, as well as to prepare reports for hotel owners and top-level managers. Many hotels also provide extensive information technology services for their guests. Managers work with computer specialists and other information technology specialists to ensure that the hotel's computer systems, Internet, and communications networks function properly.

Example of MS office:

• wInner FO is a complete Front- and Backoffice solution for Hotels, Resorts and hotel chains. It is a state-of-the-art Property Management System utilising Microsoft Windows, touch-screen technology and integration with Microsoft Office. The applications are configurable to your specific requirements making it easy to use and to obtain fast, accurate, up-to-the minute information for your individual hotel or in a complex hotel environment running multiple properties.

Property management system

Property management systems may be used in real estate, manufacturing, logistics, intellectual property, government or hospitality accommodation management. They are computerized systems that facilitate the management of properties, personal property, equipment, including maintenance, legalities and personnel all through a single piece of software. They replaced old-fashioned, paper-based methods that tended to be both cumbersome and inefficient. They are often deployed as client/server configurations. Today, most next generation property management systems favour web and cloud technology and offer their software to clients using a software-as-a-service model.

FEATURES:

A property management system features various modules, depending on the industry and corporate operating requirements. MICROS Systems, Inc. notes that the system often features rate management modules, front desk applications, back office interfaces and room management applications.

Hospitality industry

In the hospitality industry a property management system 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, 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, pay-TV, energy management, payment card authorization and channel management systems.

These software products include latest trends as well as steady reliability

Speedy check-in Easy and comfortable bill splitting Secure and comfortable night audit Clearly structured assignment plan

EXAMPLE1:

ARIMAX - An Integrated Property Management System

ARIMAX is a state-of-art software solution that enables a hotel and serviced apartment to efficiently and effectively manage all aspects of property operations, benchmarked against

international hospitality standards.  It is fully web-enabled, user friendly, intuitive and highly cost effective.

ARIMAX as a 'hotel-in-a-box software suite' that a property can easily install, plug-in and go live. It is fully web-enabled, user friendly, intuitive and highly cost effective.

Key Features

ARIMAX is a comprehensive hotel in a box solution comprising of:

1. A web based Property Management System (PMS) for front office operations.2. Integrated Point of Sales (POS) for F&B outlet management.3. Interface to a complete finance package to handle all back office operations.  4. Supporst interface to multiple systems such as call accounting, voice mail, dool lock

systems and broadband providers.5. Supports multiple languages including simplified Chinese.6. Supports wireless devices.7. Includes a leasing module for extended stay business ; eliminates the need for any

manual proceessing 8. Hardware efficient resulting in hardware cost savings.

EXAMPLE2:

MICROS Systems' software and hardware is used in the restaurant industry and primarily includes touchscreen computers for the serving staff to place orders, which are then sent to kitchen and bar printers for preparation.

The back-office and enterprise software allow different types of reports, such as total sales and total menu items sold, to be produced. MICROS provides different products for different restaurant sizes and styles, including products for single-entity restaurants, major chain restaurants (with centralized reporting) and multiple-restaurant properties, including casinos, stadiums and cruise ships

EXAMPLE3:

Opera can essentially be the only management software a hotel needs, as it can handle Reservations, Customer Profiles, Housekeeping Management, Maintenance logs, Cashiering, Accounts Receivable, Agent commissions and third party interfaces such as Minibar systems or Guest TV. Arrivals and in-house guests are served using the Front Desk features of the property management software. This module handles individual guests, groups, and walk-ins, and has features for room blocking, managing guest messages and wakeup calls, and creating and following up on inter-department memos. Designed to meet the varied requirements of any size

hotel or hotel chain, OPERA PMS provides all the tools a hotel staff needs for doing their day-to-day jobs – checking guests in and out, assigning rooms and managing room inventory, accommodating the needs of in-house guests, and handling accounting and billing. The property management software is configurable to each property’s specific requirements and operates in either single-property or multi-property mode, with all properties in a complex sharing a single database. It is the successor to the popular Fidelio PMS (Property Management System)

OPERA Property Management System is fully integrated with OPERA Sales and Catering, OPERA Gaming and Comp Accounting, OPERA Vacation Ownership System, OPERA Quality Management System, and the OPERA central systems – ORS, the OPERA Reservation System; and OCIS, the OPERA Customer Information System.

Key Features:          Tailored to fit your hotel’s operational business needs          Scalable to suit the size of your hotel          Helps you become more productive, profitable and professional          Delivers fast, accurate and online information on your property

BACK OFFICE OPERATIONS IN HOTELS:

A hotel back office is a room or space in a hotel that is set up to deal with some of the higher-level financial work and other issues facing this type of business. This section of the hotel also usually houses the offices of higher-level management personnel. Larger hotels or franchises in a chain may have more elements set up in a hotel back office than smaller independently run hotels, which sometimes might not have a back office at all. One of the most important functions of a hotel back office is a setup to deal with long-term financial information. Software companies commonly sell “hotel back office software” that will help provide annual accounting reports or organize long-term financial details. This is in contrast to the front office, or front desk, of a hotel, where lower-level workers generally keep cash received from guests, and maintain current information on nightly or weekly financials, as well as credit card data for recent guests. Often, larger hotels have a sophisticated database for guest information and archiving data. This is often housed in the hotel back office or considered part of a hotel back office operation. This kind of information is important to be able to confirm past stays by a particular guest, and also to help in generating complex reports on rates of rooms filled, along with all practical expenses for the hotel, on an annual or long-term bases. A total long-term budget for a hotel would generally be generated in the back office. Another comparison between the front desk or front office of a hotel and its back office is based on the ways that hotel workers are generally arranged. Usually, front desk associates handle current guest issues, and interact directly with guests. Guests managers may also work from behind the front desk. By contrast, a general manager for a hotel will usually work out of the hotel back office, and would rarely interact with the clientele. Special sales managers or others who do not commonly deal with current guests will also usually work out of the back office area or some other separate office, along with

bookkeepers, and managers of the maintenance or housekeeping staff.

A different way to understand a back office for a hotel is through evaluating franchise hotels that are part of a larger chain. In these hotels, much of what gets reported to the corporate headquarters will be housed in the back office. Where the front desk or front office is devoted to customer service; a back office may have a totally different style based on how the chain of hotels is run from the top. Daily hotel business is stressful and challenging. The very flexible and reliable PMS is designed to perfectly cover all your needs - at any time!

Technology and structure

Windows multi-user-system Local or in data processing center Multi-client capability Easily customizable in all sectors Comfortable user management with various access levels and messaging service Multilingual and multi currency converter Document management

Back Office - Management

Comfortable invoicing: Easy bill splitting to different adresses, guests, periods, etc. - very flexible!

Easy Night-Audit: Cash stock accounting takes place at the end of a shift or at staff change - unique!

Multi-Client-Capability: PMS not only runs in single hotels or resorts but also in central organizations of hotel chains, etc. Comfortable choice of centralized or local administration of customer base - perfect!

Exeptional flexibility: It offers a unique customising technology. This innovative and virtually unlimited system supports individual installations that are all customised without the need to change core programmes. Therefore all our hotel customers benefit automatically from continuous developments.

Easy to switch: The Front Desk Software gives you the choice of booking required accomodation per room or within a package. It allows you to permanently switch that setting - very flexible!

Built-in yield management: PMS features a very flexible yield management tool that can use internal data as well as external sources - effective!

Administration of advance payment and claims, accounting

Scheduling and dunning All procedures in a single system: offers, cancellations, options, allotments,

bookings, etc. (flexible) Reporting Guest and address database

Flexible multilingual correspondence allowing pdf-export and mail correspondence Management of meeting rooms Management of board arrangements, packages and activities

Interfaces to other systems are modular additions perfectly suited to the Hotel Management Software: individually customized to our needs.

Accounting: Interfaces enable easy data transfer of all business transactions to your accounting system

Online booking systems: The Channel Manager automatically imports all bookings from the various online booking portals into your Hotel Management Software. Automatic retrieve of availability and rate information.

Payment by debit or credit card: Software directly approaches the card-reading device. No differences within the process of coordination; automatic and correct booking.

Door locking system: Interfaces to all renowned manufacturers available. Simply one click generates the doorcards within the software - also for groups or in advance!

Other info: is able to connect your hotel management software with all existing techniques, e.g. heating control system, electronic cash register, telephone system.

1) Guest accounting/billing

• The accounting/billing office is generally a 'back office' role, both because it does not require direct guest contact - and because it requires detailed, methodical (un-distracted) working with numbers, calculations and records! Its main roles are:

• The posting of charges (expenses incurred by the guest for accommodation, meals and other extras)and payments (e.g.. deposits, pre-payments, staged payments and/or the final settling of the bill) to each guest's bill

• The recording of charges/sales and payments in relevant accounting records, and the 'balancing of those records (so that amounts owing always equal amounts paid or due to be paid)

• The preparation of relevant accounting records and management reports (e.g.. summaries of sales figures)

2) Cashiering and night audit

The cashier's department is like the 'bank' of the hotel, with responsibly for handling payments, monies and valuables. Cashiers may report either to the front office manager or to the accounts manager or both, according to the nature of their work.

Depending on the facilities offered by the hotel, the role of front office cashiers may include:

The opening and preparation of guest accounts (if not handled by a separate accounting/billing department)

Accepting and processing payment from guests in settlement of their bills Handling foreign currency exchanges for guests (if the hotel is registered to

provide this service) Accepting and processing takings from other departments of the hotel (e.g.. the

restaurant and bar), for account-keeping, reporting, safe storage & Providing the cash requirements of other departments (e.g.. the cash 'float’ held by therestaurant or bar, in order to be able to give change to customers, or the 'petty cash' held at reception for small cash expenses)

Administering the safe custody system, whereby guests can deposit their valuables for safekeeping by the hotel

The responsibility of a night auditor, is to post the latest batch of charges/expenses to client accounts, balance guest and hotel accounts, prepare revenue reports, and produce statistics and summaries for management.

3) Reservations ― features are integrated with other functionality such as profiles, cashiering and deposits. This property management software module provides a complete set of features for creating and updating individual, group and business block reservations, including deposit handling, cancellations, confirmations, wait listing, room blocking and sharing.

4) Rate Management ― an extensive set of features for setting and automatically controlling rates, for rate quotation, and for revenue forecasting and analysis to create the most comprehensive rate management system in the industry. OPERA’s Property Management Systems interface with OPERA Revenue Management Systems and other major yield management applications.

5) Profiles ― complete demographic records for guests, business accounts, contacts, groups, agents and sources. Profiles include addresses, phone numbers, membership enrollments, stay and revenue details, guest preferences and additional data that make reservations handling and many other activities faster and more accurate.

6) Front Desk ― handles individual guests, groups and walk-ins, and has features for room blocking, managing guest messages and wake-up calls, and creating and following up on inter-department advisories, or traces

7) Back Office Interface ― revenue transfers, market statistics transfers, daily statistics transfers, and city ledger transfers can be easily made from OPERA Property Management System to a back office system.

8) Rooms Management ― handles all facets of room supervision including availability, housekeeping, maintenance and facility management. The Queue Rooms feature of the property management software coordinates Front Office and Housekeeping efforts when guests are waiting for rooms which are not immediately available for assignment.

9) Cashiering ― posting guest and passer-by charges (including taxes and other generates), making posting adjustments, managing advance deposits, settlements, checkout and folio printing are a few of the many activities handled by OPERA Cashiering. Cashiering accommodates multiple payment methods per reservation including cash, check, credit cards and direct bill. In multi-property environments, guest charges can be cross-posted from any property in the hotel complex.

10) Accounts Receivable ― fully integrated with the OPERA Property Management System database and includes direct billing, invoicing, account aging, bill payments, reminder and statement generation, and account research. Old balances from external accounting systems may be entered.

11) Commissions ― calculates, processes and follows up on travel agent and other types of commission payments,

12) Reporting ― over 360 separate standard reports. Reports can be customized for each hotel and new reports may be created as needed using OPERA’s built-in Report Writer.

13) Fully Configurable ― choice of OPERA features, system behaviors and priorities, and system-wide defaults are controlled by the property. User permissions determine which property management software features may be accessed by each user and user group. Many OPERA screens may be customized by the property.

14) Global Perspective ― supports multi-currency and multi-language features to meet the requirements of global operations. Rates and revenues can be dynamically converted from the local currency to any other currency. The appropriate language for guest correspondence can be automatically determined by the guest’s profile language; country-specific address formats are supported.

15) Hospitality System Interfaces ― OPERA PMS includes interfaces to hundreds of third-party hospitality systems including yield management, telephone and electronic switching, TV and video entertainment, key lock, restaurant POS, activities scheduling, minibar, and wake-up call systems.

OPERA Xpress ― OPERA Xpress offers a scaled-down edition of our property management systems for smaller properties or properties offering limited services. Based on the core OPERA property management software product, properties may choose the features they want from a menu of product options.

KC RESIDENCY :

Software:

WISH .NET

A single workspace for all Front Office functions Sliding panels are used to show or hide additional information and features. More information is packed per screen. WISH.NET is designed to reduce navigation and improve employee productivity. Rich management statistics provides both historical analysis and future bookings analysis .. All in a single window. Wizard guided & controlled operation simplifies Night Audit and ensures accuracy without any interruption in other hotel operations.Rich reporting, export to variety of formats, electronic archival of key reports and site specific report content.

WISH.NET is Prologic First's new generation multi-property Front Office software for hotels that leverages Microsoft .NET technology to deliver unparalleled usability and productivity.

UNPARALLELED USABILITY

All Front Office functions are consolidated into a single workspace. Additional tools and data are available on sliding panels. Using WISH.NET users navigate fewer forms and accomplish more with less effort. They need less training to be highly productive.

ALL THAT YOU NEED

WISH.NET caters to the functional needs of any professionally managed hotel, resort or serviced apartment.

Rooms & Rates Management. Contracts Database & Marketing Guest History Individual Reservations Group Bookings Front Desk Housekeeping Front Office Cashiering Night Audit Management Statistics Interfaces

POWERFUL FEATURES

WISH.NET offers all the features you expect from a leading international software. Plus, some unique and/or advanced features. A few examples -

Minimum rate of the day with auto-adjustment

Rooms stop-sell Complex contracts including free nites incentive, early booking discount, etc Allotments with staggered release Future occupancy analysis Varying rate plan through a single guest stay

Walks accounting Basic & advanced search with optional filters Fast check-in of individual guests & group members Make non-guaranteed reservations no show at a fixed time of the day Scan & store guest photo & identification User specified conditional alerts Reusable charge routing templates Hidden folios Dynamic folio analysis Over credit limit check against Debtors Ledger User specified archival of reports User specific reports Export reports in choice of formats Secure database User activity logging Audit journal of data changes Night audit without interrupting operations Multi-dimensional statistical reporting

MULTI-PROPERTY DEPLOYMENT

WISH.NET can be used by hotel chains to host multiple properties on a single server.  The server may be located and managed at a central location.

WISH.NET offers two way interfaces with Prologic First's Central Reservation System (Corporate WISH CRS) and Corporate Guest History system (Corporate WISH CGH).

INTERFACES

Ready interface software is available to connect WISH.NET with a verity of makes & models of devices like telephones, Internet, GDS, electronic locks and interactive TV.

WISH .NET FEATURES LIST

Set-up o Almost all parameters & policies can be customized o Even business processes can be configured o User defined defaults are used to speed up operationso User specific forms make pre-printed stationary is redundant o No practical limitation on records for any codes

System administration & Security o Users managemento User defined set of emergency reports as back-up through breakdownso Back up critical daily operational reportso Folio retrieval from archiveso Password protected database

o Audit journal of data changes User features

o Access by user identification & password o Read/write access restrictions per user type o Activity loggingo Colour customization per user o Unlimited 'favourite'  functions per user o Closed group user mailingo User notepad

General o Reports on screen, to printer or to fileo Export reports to variety of file formatso Excel based report writero Include user developed reports in menuo User specified and system alerts

Rooms & rate management o Rooms o Rooms availability o Over / under-bookingo Multi- currency room rates o Up to 8 pax occupancy rateso Rates for specific roomso Rates inclusive / exclusive of taxeso Complex tax handlingo On Rack Rateo Based on rate bandso Fixed amounto Add-on Meal Plans or inclusive Termso Auto-post charges  o Rate stop sell o Minimum Rate of the Dayo Auto increment minimum rateo Arrival / departure restrictions o Cancellation policyo One year availability charto Floor plan with zoom to guests and statuso Occupancy forecast o Market segment wise forecast o Current House statuso Room planning rack o Reports o Availability chart o Package master & description o Occupancy forecast with / without revenues

Marketing

o Corporate accountso Contact information Rate contracts Other discounts Allotments Production history Future reservations

o Agents / Operators

Contact information FIT & Group contracts Multiple contract rates Early booking incentive Long stay incentive Children's age based discounts Rates based on youth/child occupancy Allotments Production history Future reservations Forecast/Contingency plan

Guest in history o Contact information o Room preferenceso Billing instructiono Personal events o Card & memberships o Summary or detailed visits historyo Summary or detailed revenue history o Multiple notepads o Complaints & comments o Merge/purge guests in historyo When used with Central Guest History

Family User defined attributes Incidents history Guest feedback Communications log

Contact management o Diary to quickly access any customero Contact history log o Next planned call

Reports o Master lists o Rate contract letterso Print, fax or email

o Production reports o Direct mail labels o Client contact log o To do list 

Individual guests o Single form for all actions - confirm, waitlist, cancel, modify and declineo Advanced guest search with filters applied to resultso Rates assigned based on corporate/agent affiliation o Print/fax/email offers, confirmation, cancellation, etc. Optionally, saveo Guest traces

Data per guest o Name and contact o Arrival / departure o Adult / youth / child pax o Rate & meal plan or termso Room type / number / attributes requestedo Affiliation for contracted rateo Allotment usage, if applicableo Special service requests o Segment, source, domicile classification o Photoo Passport / identification / visa details

Electronic storageo Billing instructions o Automatic charge routing template o Automatic discount calculation o Automatic charges o Settlement mode & credit / card information o Transfer detailso Loyalty affiliationo Log of updates to key fieldso Guest traceso Communication log

Reservation o Optional auto search in history for new reservationso Auto check for suspected duplicate reservationso Sharers with staggered stay dates o Confirm / waitlist a new request o Modify / cancel a confirmed reservation o Confirm a waitlisted reservationo Decline a reservation

o Day use reservationso Dummy room reservationso Copy an existing guest record to create a new reservationo 'Option' date in reservationo Pre-arrival guest messages o 'Password' controlled override of system rates o Link to guest history - manual or computer aided o Proforma invoiceo Advance deposit o Prompt retention as per Cancellation policy

Front desk

o Assign rooms - manually or system assigned o System assignment of least used roomso Pre-assign rooms for VIP arrivals o Check in guest with reservations o 'Queue' check-ins when rooms not readyo Check-in walk-in guests o Re-check-in checked-out guest o 'Walk' guests but maintain local folioo Attach folio if and when guest returnso Make non-guaranteed reservations 'no show' at fixed time of dayo Fast check in o Modify guest record o Add a sharero Accompanying pax, optionally, with historyo Scanty baggage flago Guest message o Optional, guest message delivery by mobile SMSo Guest locator message o Room transfer with automatic transfer of folios o Room type upgradeo Upto 4 sharers per room o Wake up service o Open / close phoneso Assign direct phone lines to guesto Black listed guest trackingo Passport/Id image scan o Export guest details per statutory requirements / Police Reporto Property specific registration card format

Reports o Reservations activity reports o Expected arrivals reports o In-house guest lists

o Expected departures report o Registration card print o Airport transfer listo Special services list o Meal planning list o Room transfer audit list o Discount rooms report o Guest record update logo Security reports o Loyalty program production

Groups handling o Group master information o Tentative or cancelled groups o Group block with block release date o Multiple room types in group block o Variable number of rooms per day o Rooming list o Sharers in rooming list with staggered stay dateso Download details from master to memberso Group Log for major modificationso Group movement o Group billing instruction o Member billing instructions o Automatic charge routing templateo Assign rooms, optionally, on specific flooro Group Proforma invoiceo Group Series

Master template Auto-generate series blocks in repeating arrival pattern Cancel series blocks

o Group utilities- Auto generate rooming list Move block to another room type Change arrival or departure or both dates Change and copy to some or all group member

Rate Billing instructions Segment or source

o Fast check in of some or all group members o Group traces for follow up o Reports

Expected arrivals report - with / without members In-house group list - with / with out member folio balances (extras) Expected departures list - with / without members Groups blocked/picked-up chart Group trace list

Group movement list Group Series List Group Series production

MIS / Statistics o User defined MIS periods o Budgets o On screen flasho Spreadsheet or graph view o Cross-tab MIS by periods database for ad-hoc user queries o ODBC interface for extraction of statistical data to - for example, spreadsheets. o Actual production, variance & trend reports o Daily statistics by -

Market segment Business source Domicile Nationality Revenue type Charge code Occupancy

o Period wise Statistics by - All as in daily statistics plus Corporate accounts Agents / Operators Room type Rate type

Telephone operator o Room/guest inquiryo Telephones directoryo Post manual chargeso Open/close room phoneso Guest messages handling

Front Office Cashiering o Special accounts for non-room accountso Dummy rooms with guest detailso Optional phone extensions to special accounts with automatic call billing o Guest / account inquiry by name or number  o Post / void / allowance charges o Batch posting of repetitive charges o Late charge posting o Automatic calculation of tax/ VAT o Automatic application of applicable discounts o Automatic routing of charges as per charge routing template

o Late departure / half day / day use charge posting o View POS checks (only Touché POS)o Edit charge description for printing on folioo Transfer charges to any one of 8 folios per guesto Concealed folios (agent / operator charges)o Dynamic folio analysiso Transfer charges or amounts from one guest to anothero Multi-settlement of folios - cash, credit card or city ledger o Treat credit card as cash or credit card settlement o Settle to multiple City Ledger accounts per guesto Over credit limit status from City Ledgero Foreign exchange encashment o Transaction posting/settlement in Foreign currencyo Check-out guests subject to settlement of folio and return of all loaned items o Fast check-out of Group Members o Bills in holdo Property specific folio format o Property specific voucher formatso Configurable posting of vouchers when transactions postedo Reports 

Transactions list by Transaction type Room number

Cashier's shift report Voided transactions list Folio print out / re-print Long stay folio for date range Folio in guest's language Invoice print Print receipts Print encashment certificates Invoice register VAT register Bills on hold report

Night audit o 'Non-stop' night audit o Back-ups without work stoppage o Property specific reports printing /back-upo Auto-post room charges o Auditor's post / void charges o Auto-settlement of special account / non-room & long stay folios to city ledger o Transfer to city ledger o Update front office statistics o Archival of

Key reports Folios

o Purge historical transactions based on user defined data retention days o Night Audit log o Reports

Rate Change Report Auto-post edit list Daily transaction list & summary Voids Register Guest / group / special account balance report City ledger transfer list Guest ledger trial balance Configurable Flash /Manager's Report Night Clerk's Report

Housekeeping o View / update housekeeping statuso dirty, maid-in-room, clean, inspected, re-checko Day wise cleaning scheduleo Update status through interfaced telephone or interactive systemso House use roomso Temporary and permanently out-of-order roomso View / update discrepancy status o View front office status and guest movement o Room status updates log o Room 'zoom' to view guest summaryo Loaned items handling o Lost & found log o Reports -

Room status list Expected / stay-through / departure rooms list Maid assignment report Staff Planning Report Loans items list Lost & found list

Interfaces o Traditional and IP based telephone systemso Electronic door locking systemso Interactive entertainment systemso Internet access systemso XML interface for CRS, etc

Housekeeping o View / update housekeeping statuso dirty, maid-in-room, clean, inspected, re-checko Day wise cleaning scheduleo Update status through interfaced telephone or interactive systemso House use roomso Temporary and permanently out-of-order roomso View / update discrepancy status

o View front office status and guest movement o Room status updates log o Room 'zoom' to view guest summaryo Loaned items handling o Lost & found log o Reports -

Room status list Expected / stay-through / departure rooms list Maid assignment report Staff Planning Report Loans items list Lost & found list

Integration with other modules

o Touché Point-of-sale systemo Prol'IFIC Back office accounting

Restaurants

SOF TWARE – TOUCHE

EFFICIENT SERVICE OPERATIONS Touché is designed for minimum keystrokes. Whether at a terminal or handheld device, it minimizes the time taken in retail operations. Yet, it  provides advanced features like add condiments, specify modifiers, add comments for the kitchen, look up frequent diner profile, update status of the service cycle, apply discounts, account for tips, split checks and multi-mode settlement.

PRODUCTION COORDINATION Auto-printing of KOTs in the kitchen plus optional printing of master KOT for the service staff are standard features of Touché . An optional interactive Kitchen Display allows the production staff to alert service staff when food is ready or delayed. Improving guest services through coordination between the front and the back of the house. Table status is displayed by stage in the service cycle. Leading to better table management and more turnaround of covers.

SUPERIOR REPORTING Touché reports are rated as amongst the best available in the industry. Apart from the usual -

o sales & settlement scroll, o item sales statistics, o covers report and

o moves & voids reports

Touché provides valuable information such as -

Item sales statistics by day-of-week, Covers statistics by time of day, Detailed discounts report, Loyalty program production statistics, etc.

FREQUENT DINER DATABASETouché offers an optional and unique guest profiler to track and personalize services to frequent diners. Each customer establishment may choose the preferences they wish to track. Preferences are tracked in a structured and actionable manner. Visits summary and frequently ordered items are traced in all cases. When used  on a handheld order taking device, the personalization of guest services is even higher.

TABLE RESERVATIONS Touché can handle multi-outlet table reservations easily and efficiently. On seating a check may be  automatically opened in Touché to improve revenue control and on settlement of check, the table may be automatically marked as available in the reservation module improving table management. Through all operations, the frequent diner database may be looked up for better CRM.

STORED VALUE ACCOUNTING Typically required by Food Courts, Touché offers the option of issuing customers cards pre-loaded with specified credit. Touché checks can then validated and settled strictly against available credit. The unique feature of the optional Touché stored value feature is that it does not  require expensive smart-cards when used over a local area network (LAN).

INTERFACES Touché is interfaced for use in hotels with -

o Prologic First's WISH Front Office,

For back office processing, Touché is interfaced with Prologic First's Prol'IFIC back Office system for revenue accounting, debtors control and F&B costing.

F&B CHAINS Prologic First offers Corporate Touché for -

Consolidation of sales statistics and Remote product & price administration.

Touché is interfaced with Corporate Touché.

Different types of discount are given:

1) A& G checks2) Complimentary 3) Coffee shop discount

4) Coffee shop liquor discount5) Directors family6) FHRAI 307) FHRAI 258) Privelege 159) Privelege 2010) Reference11) Reference 1512) Reference 0513) Special discount 1014) Special discount 2515) Special discount 3016) Special discount 3517) Special discount 4018) Special discount 4519) Special discount 5020) Special discount 5521) Special discount 6022) Director 5023) Staff discount 25%24) Test discount