Importance of PMS and Communication Tools in Front Office Department of Hotel

This report discusses the importance of Property Management System (PMS) and other communication tools in the front office department of a hotel. It explores how PMS helps in managing room reservations, guest services, and overall efficiency of the hotel. The report also highlights the different modules of PMS and their role in improving customer satisfaction and revenue management. Additionally, it discusses various communication tools used in the hotel industry to enhance guest experience and promote the hotel's services.

Front office department

Table of Contents
Introduction .....................................................................................................................................3
Part 2 (A)..........................................................................................................................................4
1. PMS and other communication tool........................................................................................4
Part 1 (B) How to ensure that this communication is effective for hotel operations.......................7
Different operational reports.......................................................................................................7
Forecasting and budgeting..........................................................................................................9
Conclusion ....................................................................................................................................10

Introduction
Front office department of hotel is responsible to manage guest and if any problems
arises in hotel to guest its their duty to solve those problems of customers. Front office
department help to manage all other department in an organization and works for overall
development of business at an extreme level. Front office department help to establish business.
Develop coordination between employees and all department of hotel. In this report we will
develop prepare coordination between front office department and all other department in hotel.
Importance of PMS system in development of business and other communication tools. Need to
prepare budget and forecasting of hotel.
Part 2 (A)
1. PMS and other communication tool.
It is considered as administration system in hotel that is being used by most of the firms
to manage room occupancy rate, reservation system etc. Property management system help hotel
to manage front office department of business, like manage billing and rooms, reservations, guest
allotment, check in and check out(Shahrabani, Goziker and Teitler-Regev, 2015). It has a huge
impact on developing experience of guests. PMS help hotel to provide 24 hour service to their
guests. Develop efficiency of housekeeping department with mobile devices to improve their
services and manage flexibility. System secure data of customers profile to understand customers
preference which initiates marketing. PMS is important for smooth working of a hotel.
Faster innovation
PMS help to improve productivity of employees and bring innovation to improve services
of hotel. Bring new properties and technology in business become easy with PMS. New
technology creates new capabilities in employees.
Reduce wastage of resources and time
Due to proper management in all department of business. Employees are able to provide
timely services to guests. Able to manage all resources according to requirement of hotel which
minimize wastage.
Customer satisfaction
Survival of hotel between large number of competitors is largely depends on
effectiveness of their PMS system(Wu and Chen, 2015). Maintain online presence of business

and easy reservation over websites help to satisfy customer and make them regular customer so
that they visit again. Provide quality services to guests.
Main modules of property management system
Reservation
Online booking is a major tool that help hotel to increase sales of business. PMS help to
manage online bookings. System sends all information about date of booking, customers
information, room availability to the front desk department. PMS help chain hotels to develop a
central reservation system for all properties. System analysis availability of room and show them
on website booking engine, provide information about future bookings. Collect online payment
from guests(Yoon, Jang and Lee, 2016). Manage room allocation to reduce duplication of
bookings. Sends email to guest to confirm their booking.
Front desk
Front office manager check reserved rooms, date when guest arrives, payment process.
They get all information from reservation system with help of PMS. Front office department
update room statues quickly with management system. Provide electronic key cards and receipts
to guests.
Channel management
System manage inventory in all department of business and require at each and every
level of business. It connect channel management to central reservation system to get
information about cost of hotel rooms. Help to maintain booking related transactions of business.
Revenue management
PMS improve revenue of hotel and establish business. Hotels financial success is largely
depends on effectiveness of management system. System help to get better results and control
funds in each and every department of business. Hotel is able to set prices of their rooms and
product with this system by analyzing their competitors rates, prices of raw materials. Develops
pricing strategies of business to attract more customers towards their hotel and increase sales by
providing rooms at affordable prices.
Housekeeping
It help housekeeping staff to connect with front office. Housekeeping department help to
update status of room(García‐Almeida, Fernández‐Monroy and De Saá‐Pérez, 2015). Mobile app

technology employees are able to update their assignments. Assign room cleaning on different
floors in hotel. System help to maintain record of repairs and to solve problems in near future.
Customer data management
PMS help to collect data of customers and organize data to make them a regular customer
hotel. Collecting all customer information from front desk department and contact information to
send them offers and packages to attract them towards their business.
Back office
Back office employees able to manage upcoming events of hotel with PMS. They are
able to analyze overall expenses of hotel. Inventory analysis help them to know the wastage in
business. Manage all promotional campaigns of hotel.
Communication tools
Service optimization system
It is an app that connect guest with hotel. Hotel's staff is able to communicate with this
system(Emiroğlu, Akova and Tanrıverdi, 2015). Help to develop an effective communication
inside and outside hotel. It help improve performance of hotel and make their work easy.
Employees are able to provide information with help of mobile applications.
Radio Walkie talkie
Hotel professionals can use this tool to communicate with all other department of
business. Fast and accurate information is provided to every employee in organization and they
are able to communicate easily. Cellular or network connection will not effect working of tool in
a limited coverage.
DECT phones
It works as a landline phone which help employees for their internal communication in
hotel premises.
Social media application
Social media help hotel to engage customers more easily. They can provide information
about their new services and offers over social platforms. Large number of people are available
online which help them to expand their company. Customers also ask question in case of any
confusion for the services provided.

Location based services
Customers are able to reach anywhere in a hotel due to their location services(Astuti,
Ginaya and Sadguna, 2018). Even if they are not in hotel they are able to find hotels location
with help of this application.
Mobile devices as door key
Mobile also work as key card. They are also able to get information about their rooms
with help of mobile devices. They are able to access hotel website to comment their experience
with hotel.
Email
Email help hotel to provide information about booking of rooms to their customers.
Email confirms booking of customers and provide them information about facilities provided to
guests. Email is also easy to use for customers. It is available all over the globe.
Part 1 (B) How to ensure that this communication is effective for hotel
operations
Employees are able to communicate any problem regarding rooms or availability of
products. If equipment in guests rooms are not working then they get services on time to improve
customers experience. Help hotel to train their staff to make them work effectively. Hotel is able
to provide improved customer services, staff is able to understand working of organization. Hep
them to use latest technology. Communication help to manage work and reduce burden on each
department of business.
Different operational reports
Housekeeping report and its communication with front office department
Housekeeping report provide information about room statues and guest in rooms. Report
help to communicate information with other employees in organization(Lahap, O’mahony and
Dalrymple, 2016). Housekeeping department is responsible for making customers experience
enjoyable. They aim to maintain hygiene of their hotel. And provide quality services to their
guests. And need to communicate with all other department of hotel. Communication between
housekeeping and front office because housekeeping provide information about room statues to

front office and after that they allot rooms to guest on their arrival. Housekeeping department get
room ready as fast as possible. And both department need to get in touch with each other.
Food and beverage department
Food and beverage department of business is responsible to achieve goals and objectives
of hotel. Food is one of the most important services that help to develop customer experience.
Providing facilities to their customers to improve effectiveness of their products and services.
Need to use quality ingredients to maintain effectiveness of their business. Good food attract
customers more easily towards organizations services. Whenever shortage raw materials or
ingredients in food and beverage department they provide information to front office department
about shortage to fulfill requirement.
Reservation and front office department
Reservation department help book rooms and services for hotel. Customer book rooms
online and reservation system analysis vacancies of rooms to make allotment in their business.
Department help to make hotel work easy and fast and innovate their organizations services.
Reservation department provide information about bookings of hotel rooms to front office.
Information about rooms and customer profile help them to make allotments in their business.
Data from reservation department help front office to achieve their goals and objectives on time
and effectively.
Front office and sales & marketing
Sales and marketing department help to promote business of hotel and to attract
customers towards services provided by hotel. They help business to communicate with clients
about hotel facilities(Prayag and Hosany, 2015). Whenever they get clients for their hotel
through their effective marketing provide information to front office to reserve rooms for clients.
Front office department help to arrange facilities for clients.
Front office and laundry department
Front office department need to inform laundry department about guests arrival to deliver
their services to guests rooms. Proper communication is required between both department to
reduce chances of problem in business.
Front office and engineering department
Engineering department is responsible for maintenance of all electronic products in hotel.
If any information about maintenance in hotel is provided to front office then they inform

engineering department to work according to requirement. Coordination between both
department is important in emergency situation in hotel and to issues of guests available in hotel.
Front office and accounting department
If any problems arises in accounts of business then accounting department ask about
certain information to settle accounts of hotel. Communication between both department help in
settlements of accounts and reduce wastage of money in hotel.
Front office and HR
Human resource department need to provide information to front office if any problem or
misconduct arises in hotel(Dzhandzhugazova and et.al., 2016). If any event takes place in
business then HR need to inform front office department. Need to provide information about
recruitment and shifting of employees in business. HR maintains proper working in a business
and works towards success of hotel and maintain effectiveness of their business to achieve goals
and objectives of business at a large scale.
Forecasting and budgeting
Hotel need to forecast about their future development and required funds that help them
to expand at a large scale and innovate their services to improve effectiveness of their products.
Forecasting help hotel to analyze requirement of budgets in near future. Budgeting help business
to analyze their effectiveness and require to develop business at an dominant level. Maintain
effectiveness of hotel to achieve their goals and objectives. Budgeting help to reduce wastage of
money and analyze requirement of each and every department in hotel.
Jan Feb March April May June
office equipment’s such as
computer etc. 2000 2200 2420 2662 2928.2 3221.02
Advertising cost 1000 1005 1010.025 1015.075 1020.151 1025.251
labor cost 4000 4000 4000 4000 4000 4000
rent 1700 1700 1700 1700 1700 1700
Utility bills 3000 3015 3030.075 3045.225 3060.452 3075.754
Internet cost 1000 1010 1020.1 1030.301 1040.604 1051.01

total cost 12700 12930 13180.2 13452.6 13749.41 14073.04
Conclusion
In this report to hotel industry need to develop their business and for that they need to
coordinate all other department of their company. Hotel industry work according to requirement
of their guests and front office department of business is responsible to fulfill those needs of their
guests. Coordination help them to reduce wastage for development of business. PMS develop a
system that help in smooth working of hotel provide all information about guests in hotel and
make them satisfied towards growth of their business. Budgeting help to know profit and losses
that an hotel is working.
References
Books and Journal
Astuti, N.N.S., Ginaya, G. and Sadguna, I.G.A.J., 2018, October. A Hotel Front Desk
Receptionist and Catur Paramita Values: A Study of Implementing Local Wisdom in
Hospitality Industry. In 1st International Conference on Social Sciences (ICSS 2018).
Atlantis Press.
Dzhandzhugazova, E.A and et.al., 2016. Business administration in hotel industry: problems and
solutions (by the example of the Russian Federation). International Journal of Applied
Business and Economic Research. 14(14). pp.651-660.

Emiroğlu, B.D., Akova, O. and Tanrıverdi, H., 2015. The relationship between turnover
intention and demographic factors in hotel businesses: A study at five star hotels in
Istanbul. Procedia-Social and Behavioral Sciences. 207. pp.385-397.
García‐Almeida, D.J., Fernández‐Monroy, M. and De Saá‐Pérez, P., 2015. Dimensions of
employee satisfaction as determinants of organizational commitment in the hotel
industry. Human Factors and Ergonomics in Manufacturing & Service Industries. 25(2).
pp.153-165.
Ionel, M., 2016. Hospitality industry. Ovidius University Annals: Economic Sciences Series.
1(1). pp.187-191.
Lahap, J., O’mahony, B. and Dalrymple, J., 2016. The importance of communication in
improving service delivery and service quality in the Malaysian hotel industry.
Procedia-Social and Behavioral Sciences. 224. pp.213-220.
Prayag, G. and Hosany, S., 2015. Human resource development in the hotel industry of
Mauritius: myth or reality?. Current Issues in Tourism. 18(3). pp.249-266.
Shahrabani, S., Goziker, O. and Teitler-Regev, S., 2015. Perceptions and future intentions to stay
in the hotel industry: the case of front desk employees in Israel. African Journal of
Hospitality, Tourism and Leisure. 4.
Wu, C.M. and Chen, T.J., 2015. Psychological contract fulfillment in the hotel workplace:
Empowering leadership, knowledge exchange, and service performance. International
Journal of Hospitality Management. 48. pp.27-38.
Yoon, D., Jang, J. and Lee, J., 2016. Environmental management strategy and organizational
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and commitment. International Journal of Contemporary Hospitality Management.
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