COMPUTER APPLICATION IN FRONT OFFICE

Front Office the most important department of the hotel where guest comes in contact with the hotel
first.
Computer system consists of 3 interrelated and interdependent components namely-
- hardware
- software
- users.
Computer Application in Front Office Operations replacing manual, mechanical work or use of
electricdevices.
!O"!#$ %A&A'"%"&# ($(#"% )%(*
- a generic term used to descri+e the application of computer hardware and software in managing
theinterface of various departments of a hotel.
",amples of %(-
./. Fidelio
.0. %(
.3. 12( %(
.3. 1nnfront
.4. 5isual Oui
.6. C7(
.8. Opera
1nterface with other softwares
/. "nergy %anagement (ystem )"%(*
0. 9uman !esource (ystem )9!(*
3. %aterial %anagement (ystem )%%(*
3. Accounting (ystem
4. oint Of (ale (ystem.
C"&#!A71("2 !"("!5A#1O& ($(#"% )C!(*
- a computeri:ed reservation system for a chain or group of hotels to ena+lethem to sell their rooms
effectively.
- #he hotels, their sales offices and Central !eservation Offices are linked through a C!( for an effective
and real time management of room inventory.
- 1t is primarily a ;ide Area &etwork.
",amples of C!(-
/. Opera
0. %A!(9A
.3. #a< Central !eservation (ystem
.3. 7eading 9otels of the ;orld
.4. =tell
.6. >est ;estern 9otels
.8. ;elcomnet
.?. 9oliday 1nn ;orldwide
'7O>A7 21(#!1>=#1O& ($(#"% )'2(*
- computer-+ased systems linked glo+ally through satellites, which are used forhotel reservations, airline
reservations and other travel arrangements.
- =sually, the '2( terminals are with travel Agents. #he travel agents may +elinked to the '2( through a
dial-up mode or a lease line.
- All the '2( mentioned +elow are linked to one-another through a parentsatellite
",amples of '2(-
./. Apollo
.0. 'emini
.3. 'alileo
.3. (a+re
.4. (ystem One
.6. ;orldspan
.8. Amadeus
.?. A,ess
.@. A+acus
/.. 1nfini
//. Fantasia
#he relation +etween the three systems is as under
9otel (ales OfficeA C!O #ravel Agent
-- ---
("7"C#1O& OF %(
#he steps involved in selection of a roperty %anagement (ystem are-
(#" /- 1dentification of &eed
Firstly an analysis is done to determine whether there is a need of computeri:ed system or not.
#he following steps are followed in this process-
a. (election of a team comprising the representation from all the departmentsat all levels from all the
shifts to analyse the needs. .
+. Analyse the flow of guests through the visit to the hotel i.e. an analysis ofthe guest cycle.
c. Analyse the flow of information from other departments to the frontoffice e.g. +illing information,
room status information etc.
d. Anlyse the administrative paper work produced in other departments.
e. "valuate the needs that have +een identified in terms of importance.
f. Com+ine the needs to determine the desired applications.
(#" 0- (oftware (election
- today, software is availa+le in modules to cater to different areas in a hotel.
- +ased on reBuirement, as deduced from the needs analysis in step /, a hotelmay go in for the entire %(
or parts thereof.
- proper software selection is very important, as it involves a ,heavy investment.
- configured or customi:ed as per the need of the hotel.
(#" 3- 9ardware (election
- the hardware should +e selected to run the needed software.
- the +asic factors to consider here are the rocessor speed, 2isc drives, 1AO ort forconnecting peripheral
devices C for networking, %onitorsA touch screens, Dey+oards,rinters, %odems and (upplies- paper,
forms, ri++ons, ink, toner, cartridge, floppies,
2A #, C2-!; etc.
#he other factors to +e kept on mind while selecting the hardware are-
a. ositioning of hardware- +ased on the workflow analysis done during needsanalysis.
+. 9ow does it +enefit the guest, who will operate it, who all will reBuireaccess to the system at that
position.
c. Climatic condition- whether air-conditioning reBuiredAnot esp. in +ack-of-the-houseareas.
d. "rgonomics- psychological C physiological effect of computers on people.
(#" 3-O#9"! CO&(12"!A#1O&(
./. 5endor Claims- Claims made +y the supplier. One must inBuire a+out the product from thecurrent
users of the sameE whether they are satisfied using the system, pro+lems faced +ythem in using the
system.
0. 1nstallation plans- roper planning of installation is essential for maintaining guestservices C employee
morale. One must have a complete plan laid out for installation ofhardware C ca+ling in different areas of
the hotelE also, who shall +e installing thehardware C who shall +e installing ca+les.
.3. #raining- Classroom C on-the-<o+ training provided +y vendor or not. 1f yes, charged orinclusive.
;hether training module has +een provided or not. 2ocumentation of procedures.
.3. >ack-up power sources- rovision of =(.
.4. %aintenance agreement- #he cost of repair C replacement of hardware C software."mergency
services.
(#" 4- F1&A&C1A7 CO&(12"!A#1O&(
- the decision regarding purchase or rental of a %( since heavy investment cantie-up the cash flow of an
organi:ation.
- Also, if cost +enefits are not realistically pro<ected, profits may +e difficult to come+y.
- analyse the savings in terms of overtime paid to the employees, losses due tolate charges, cost of
marketing data+ase collection, wastage of energy.
- advantages of outright purchase, discount for full payment in cash, financecharges, depreciation.
- advantages of lease- continuance of cash flow, application of lease paymentsto purchase price, ta,
advantages of leasing etc.
%( A71CA#1O&(
#he modules of an ideal %( are as follows-
!eservations
/. 'uest data
0. !oom inventory
3. 2eposits
3. (pecial reBuests
4. >locking
6. Arrivals
8. 2epartures
?. 51
@. ro<ected occupancy
/.. #ravel agents
//. 'uest messages
/0. !eports
!egistration
/. !eservations
0. 'uest 2ata
3. !oom inventory
3. !oom status
4. (ecurity
6. !eports
8. (elf check-in
!oom status
/. !oom inventory
0. Availa+ility
3. !eports
osting
/. oint of sale
0. !oom
3. #a,
3. #ransfer
4. Ad<ustments
6. aid out
8. %iscellaneous charges
?. hone
@. 2isplay folio
/.. !eports
Call Accounting
/. 'uest information
0. "mployee information
3. ost charges
3. %essages
4. ;ake-up calls
6. !eports
Checkout
/. Folio
0. Ad<ustments
3. Cashier
3. >ack office transfer
4. !eports
6. 'uest 9istory
&ight Audit
/. 'uest charges
0. 2epartment totals
3. City ledger
3. Cashier
4. Financial reports
6. 9ousekeeping
1nBuiriesF !eports
/. !eservations
0. !egistrations
3. Checkouts
3. 9ousekeeping
4. Credit +alances
>ack Office
/. Accounts paya+le
0. Accounts receiva+le
3. ayroll
3. >udgets
4. 'eneral ledger
6. !eports
9ousekeeping
/. !oom availa+ility
0. ersonnel assignments
3. Analysis
3. 9ousekeeperGs report
4. "Buipment supplies inventory
6. %aintenance reBuests
Food and >everage
/. oint of sale
0. osting
3. Cashier reports
3. FoodA+everage inventory
4. !ecipes
6. (ales control
8. (ales production analysis
?. 7a+our analysis
%aintenance
/. !eview work orde, 0. (tatus, 3. CostA la+our analysis
3. 1nventory, 4. !epair cost analysis
6. "nergy usage analysis, 8. 'uest room power start
(ecurity
/. Deys, 0. Fire alarm
3. >urglar alarm, 3. (ecurity code transactions
%arketingH and sales
/. 'uest history, 0. ;ord-processing, 3. Client file
3. >anBuet files, 4. 2esktop pu+lishing
6. !eports, 8. #ravel agencies
ersonnel
/. "mployee file, 0. Io+ control list
3. ;ord processing, 3. Analysis
4. !eports
"lectronic %ail
/. (ecurity codes, 0. %ail, 3. 9ard copy
#ime clock
/. (ecurity codes, 0. ersonal identification num+er, 3. 1n, 3. Out, 4. Analysis, 6. !eports
",amples of %(
#he (haw%an %( is an integrated Front Office %anagement (oftware that can host multiple
propertiesand handle guest reservations simultaneously across many units including an integrated we+-
+asedreservation agent and auto confirmation manager.(haw%anGs %( plugs into an 1ntegrated
#elephone Call %anagement (ystem that supports a host of"A>J interfaces and also seamlessly
connects to (haw%an O(, %%( and C!% (ystems to completethe application needs of the +oarding C
lodging 1ndustry.#he (haw%an 9otel Centre is a uniBue and powerful interface design that handles
registration, cashiering,and night audit functions, treating guests and rooms as two managea+le o+<ects
and supports right clickBuick task launch of forms and reports, undo and redo, eraser and task history to
effortlessly customi:e thedesktop for each user and department to manage a slew of <o+s undertaken daily
+y the attendants,supervisors and managers +oth at the Front 2esk and +ack office.A three tier client
middle server architecture allows +usiness processes and rules to +e easily defined andmodified such as
customer profiles, multiple rate codes, meal plans, guest history, room inventory, housekeeping and more.
(everal %1( outputs to choose from for Buick and accurate reporting in the form ofstatements, flash
reports, chasers and audit trails and a Buery that allows users to design their own customreports.
F12"71O is one of the worldKs +est selling front office systems, and it is the system of choice for
9ilton1nternational, 1nter Continental, %andarin Oriental, Forte, C1'A and many other chains and
independentsaround the glo+e.Fidelio created the original electronic room rack. Complete, graphical plan
illustrations of each floor allowyour front office staff to monitor and control the occupancy of every room
in the +uilding. =sing a system oftwelve different colour codes, the status of each room is visi+le at a
glance either currently, or at somefuture date. $ellow indicates a room is Lclean and vacantM, +lue is
Ldirty and arrival e,pectedM, and so on.!eservations data can also +e shown in ta+ulated form to give an
overall occupancy picture for anyspecified day.For group +ookings, from the most comple, convention to
airline allotments, the group and +lockmanagement functions handles it all. %aster +illing, split rates,
staggered arrivals, package plans, grouphistory, room type control, +lock forecasts and traces they all
help to optimi:e group +usiness, without thetime consuming paperwork.As well as handling room
management, F12"71O Front Office maintains all guestsK accounts, and offersnumerous other facilities
such as mailing, word processing, and customi:ed printout of confirmation letters,guest messages and
other documents.