FRONT OFFICE COMPUTER APPLICATIONS

March 17, 2023

Learning Objectives:
At the end of the discussion, the BTVTEd HRS III students should be able to :
a. identify the different front office computer application correctly ;
b. enumerate the points to consider when selecting a property management
system appropriately ;
c. make a graphic organizer on the different front office computer application
with its characteristics creatively ; and
d. make the importance of the different front office computer application in the
hotel industry effectively.
Front Office Computer Applications
Computer Applications in the front office are software systems that is used by the front
desk staff to conduct hotel operations more conveniently. It replaces the manual, mechanical
work or use of other electric devices. Property Management System (PMS) is a generic term
used to describe the application of computer hardware and software in managing the interface
of various departments of a hotel.

Examples of PMS are:

1. Amadeus
Amadeus property management system can be integrated with Front Office, sales and
marketing, and financial management functions. It allows the user to move faster in all core
aspects of guest experience management.
 FRONT OFFICE MODULE: This module offers full availability, reservation, billing, and
yield functionalities, which in turn generate useful performance statistics. It provides
data on performance indicators such as sales, accounts, source, and segment activity,
which is monitored to analyze business efficiency and used to generate management
reports.
 SALES AND MARKETING MODULE: This module aids the sales and marketing
professions to target potential guests and effectively manage customer
relationships.
 CONFERENCE AND BANQUETING MODULE: Event planning is a feature that helps
generate revenue for hotels. The key features of the conference management
system include real time conference/ meeting room availability and equipment
management.
 FINANCIAL MANAGEMENT: It is designed for liquidity planning and control along
with comprehensive accounting, financial reporting and analysis
 2. Fidelio
Fedelio hotel management software is a completely integrated system package. Fidelio
headquarter is in Munich, Germany. This EMS maximizes the efficiency of the hotel. It is a
highly flexible system. Its uniform and user friendly programme means that the hotel
employees can learn this system quickly. Fidelio has pulled down menus which help and assist
the user at every step and only short term training to staff is required.
1. Fidelio promotes smooth functioning of all the departments.
2. It reduces paper work and helps in saving money on extra stationery.
3. It eliminates communication gap between departments.
4. It helps in providing quality service to the guest thereby, up-keeping the hotel’s
goodwill.
5. It is a highly flexible programme and has facilities like screen painter, report
generator, user definable report menus and night audit etc.
6. It has the ability to create extensive guest history.
7. It has extensive modules for various hotel management operations like reservation
module, front desk module, cashier module, night audit module, material
management system etc.
One disadvantage of Fidelio may be that it is very expensive and any under utilization
will be expensive. Its maintenance is also costly compared to other systems. Another
disadvantage may that during night audit terminals are shut down, thus check-ins and check-
outs during the period cannot be taken during the period.

3. Opera
The Opera Hotel Program is a property management system (PMS) solution fit for all
sizes and types of hotels. It automatizes basic front office services such as reservation, check-in
and check-out therefore saving time, as well as reduces human error. Furthermore, it provides
detailed reports regarding personnel and workflows in the facility. This allows you to identify
inefficient procedures and processes and take early action to address any problems you may
encounter.
Advantages of Opera Hotel Program
 Features such as quick check-in and check-out provide convenience and time-saving
in terms of all front office operations.
 Ready or customizable report formats are available. It automatically generates and
sends periodic reports.
 It can work in tandem with Revenue Management software programs.
 It comes with advanced and automatic pricing options such as daily price, special
price, base price, dynamic pricing.
 It allows you to separate customers into groups according to their characteristics and
preferences and then create special campaigns and promotions for each group.
 It arranges housekeeping according to current situations of rooms.
 It creates customer profiles with detailed data.
  It is compatible with e-Transformation process products such as e-Invoice and e-
Archive.
 Its interface can be integrated into over 1000 third party systems and more than 80
channel managers

4. Shawman
ShawMan PMS is an integrated Front Office Management Software that can host
multiple properties and handle guest reservations simultaneously across many units including
an integrated web-based reservation agent and auto confirmation manager.
ShawMan’s PMS plugs into an Integrated Telephone Call Management System that
supports a host of EPABX interfaces and also seamlessly connects to ShawMan POS, MMS and
CRM Systems to complete the application needs of the boarding & lodging Industry. The
ShawMan Hotel Centre is a unique and powerful interface design that handles registration,
cashiering, and night audit functions, treating guests and rooms as two manageable objects and
supports right click quick task launch of forms and reports, undo and redo, eraser and task
history to effortlessly customize the desktop for each user and department to manage a slew of
jobs undertaken daily by the attendants, supervisors and managers both at the Front Desk and
back office
A three tier client middle server architecture allows business processes and rules to be
easily defined and modified such as customer profiles, multiple rate codes, meal plans, guest
history, room inventory, house keeping and more. Several MIS outputs to choose from for quick
and accurate reporting in the form of statements, flash reports, chasers and audit trails and a
query that allows users to design their own custom.
Points To Consider When Selecting a PMS
 Budget: Budget must be a consideration while selecting a Property Management System
for your hotel. A small hotel may want to opt for a local, lesser known brand for the cost
constraints while bigger hotels may opt for well known brands as they can afford it.
 Brand: Well known PMS brands are considered reliable which may help bigger hotels to
decide upon selecting hotel management software based on their brand image.
 Cost of Operation: The hardware (computer, printer, back-up discs etc) used by the
PMS should be replaceable at a reasonable cost. Costs for operating supplies, such as
paper and cartridges should also be reasonable. Systems that require such hardware
part which cannot be obtained economically, readily and locally should be avoided.
 Ease of Installation: Hotel’s operate 24hrs a day and 7 days a week, so any disruption in
the continuous operation of its PMS can affect the hotel and its guests. Before selecting
a new PMS, the FOM should thoroughly investigate the amount of time required in the
installation of the new system. Installation time and its actual cost must be a common
consideration in the selection of a new PMS.
  Ease of Use: New Front Office employees must learn how to use the PMS. The ease
with which they can learn the system is a factor in reducing training costs and increasing
the pace at which new employees become comfortable operating the system.
 Ease of Interface Integration: Information needed by FOMs to professionally manage
Front Office comes from a variety of sources. Hotels use many automatic systems like
card-key machines, telephone systems which must interface with the PMS for
operational utility and efficiency.
 Maintenance Requirements: Like any other hotel equipment, the PMS must be properly
maintained to operate efficiently. The cost of effective preventive maintenance may
vary from one PMS to another. The FOM must determine and understand the time and
money required to minimize down time and to maximize system efficiency by providing
routine, ongoing maintenance.
 Ease and Frequency of Upgrading: Technology advances at a fast pace. Hardware and
software upgrades are routinely issued by manufacturers, and most of these
significantly improve the operational effectiveness of a PMS. FOMs should anticipate
significant increases in demand for up gradation, memory, and speed and should
provide for the same at the time of procurement.
 Quality and Availability of Support Services : A PMS is a computerized system and is
vulnerable to hardware malfunctioning, software glitches, and potentially damaging
intrusive viruses. Support services personnel, preferably via a toll free telephone
number must be accessible on a 24 hrs and 7 days basis.

Importance of Using Computer Applications In the Front Office

 Reduces paper work
 Environment friendly
 Saves time
 Increases efficiency
 Reduces error
 Increases speed and guest satisfaction
 Improves co-ordination among different hotel departments