HOTEL MANAGEMENT

1. SCHOOL OF HOSPITALITY AND
TOURISM MANAGEMENT
UNIVERSITY OF JAMMU
REPORT ON –“PMS SOFTWARE OF JHELUM
RESORTS JAMMU (J&K)”
SUBMITTED TO: SUBMITTED BY:
Mr. MANJEET SINGH RADHIKA GUPTA-13
MAHAK MAHAJAN-11
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2. HOTEL GRAND MUMTAZ
EMBRACE THE PARADISE…
MUSHTAQ GROUP OF HOTELS (INDIA)
LIST OF MUSHTAQ HOTELS:
• HOTEL GRAND MUMTAZ SRINAGAR
• GRAND MUMTAZ RESORTS GULMARG
• GRAND MUMTAZ RESORTS PAHALGAM
• MUMTAZ HERITAGE SRINAGAR
• JHELUM RESORTS JAMMU
• HOTEL RANI CASTLE NEW DELHI
• PEE FIFTYONE HOUSE NEW DELHI
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3. JHELUM RESORTS JAMMU(J&K)
Jehlum Resort- It is a 3 star hotel & is “ The Most Trusted Resort”. Jehlum Resort
redefine the cliché contours of hospitality with impeccable services and unparalleled
facilities. One of the most beautiful resort in Jammu. Being nicely located, the hotel
offers rooms that are elegantly furnished with attached bath, colour television, cable,
Zero dialing, fridgein every room. They have satisfactory arrangements for meals,
laundry, 24 hours taxi services, tours and travels, doctor on call and also have air-
conditioned conference hall for conference facilities with air conditioned dining hall.
Well -designed and decorated with Italian Stone & furnished having peaceful &
pollution free atmosphere. They assure a trouble free & comfortable holiday. Their
meeting hall accommodates a fair number of people easily with advanced
conferencing facilities, is always on hand for business.
Jehlum Resort provides the homely feelings, when you are away from your homes.
They are today a preferred choice to stay among both the international and domestic
travelers. A professionally and elegantly furnished with an aesthetical ambiance,
supported by a team of highly experienced professionals. This Jammu hotel has state
of the art ultra modern facilities, amenities & services that match up to the "stringent
neatness & quality standards at irresistible tariff to delight every possible need &
want of the guests.
They believe that exotic food should be matched with an exotic ambiance. Most
elegantly and aesthetically furnished, restaurants offer multi-cuisine specialties
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4. featuring Indian, Chinese, Continental and Mughlai food. The fabulous food is there
for your family to relish. Fiesta Fast Food offers Tasty, Nourishing , Delectable &
yummy food for fast life in the well decorated & loving place to your entire
satisfaction.
They earnestly hope that we will oblige us by our presence and they assure that we
will be honored with courtesy, hospitality and entertained by their professional staff
with personalized services.
Location:
Rail Head, Opposite Bahu plaza,
Gandhi Nagar, Extension Jammu
3 kms. From airport
300 yards from railway station
1 km from bus stand
Accomodation & Facilities:
• 29 Deluxe Rooms & 4 Executive suite (centrally air conditioned) for the
ultimate comfort and taste. They are well furnished &decorated with all
modern facilities.
• Running Hot & Cold Water
• Satellite TV
• Telephones
• Doctor on call
• Laundry & Dry cleaning
• 24 Hours room service
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5. • Credit card
• Car Parking available
• Walking distance for best shopping centres
• Wall to Wall Carpet
• 24 hrs. room service
• Qualified Guides available on call
• Car rentals
Restaurants and Bars:
• Gulnar – It has 72 covers. The type of meal menu that it offers is Ala carte
menu. The restaurant features finest Indian, Kashmiri, Chinese & Continental
cuisine.
• Abbshar - It has 31 covers. The bar serves all kind of international &domestic
beverage & multitude of Exotic Cocktails & punches,
• Fiesta- The fast food for snacks, informal lunches/ dinner, ice creams & much
more in vegetarian & non- vegetarian delicacies
Both restaurant & bar has no match anywhere else in the city.
Banquet / Confrence hall:
• Fully Air-Conditioned Banquet/ Confrence hall with a capacity to serve more
than 20 to 400 people.
• Nishant banquet- The type of menu it offers is Tabbe d horte.
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6. Discounts offered:
• Walking guest-20% discount & complementary breakfast
• Company guest/Repeat guest-30 -35% discount depends upon the
relationship they share with the standardized company.
Hidden areas:
• Allowance voucher
• Debit voucher
• Taxi voucher- Extra commission to the cab, on every visit with the guest
in Jhelum Resort.
• TAC- Travel Agent Commision (Discounts given to the customers are
diverted as commission to the travel agent)
Tariff : ( VALIDITY - 31st MARCH 2012)
Type of Occupancy C.P.
Double Room
Rs. 4390.00 +
10% tax
Single room
Rs. 3540.00 +
10% tax
Executive Suite/Royal suite
Rs. 7550.00 +
10% tax
Extra Bed Rs. 700.00
Child upto 5 Yrs in a same Room with parents without an Ex. Bed Rs.
150.00
Breakfast Complimentary
Meal Plan (per meal per person) : Rs. 500.00
Service Charge : 10%
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7. MANAGEMENT INFORMATION SYSTEM
A management information system (MIS) is a system that provides
information needed to manage organizations efficiently and effectively.
Management information systems involve three primary resources:
technology, information, and people. It's important to recognize that while all
three resources are key components when studying management information
systems, the most important resource is people. Management information
systems are regarded as a subset of the overall internal controls procedures in
a business, which cover the application of people, documents, technologies,
and procedures used by management accountants to solve business problems
such as costing a product, service or a business-wide strategy. Management
information systems are distinct from regular information systems in that they
are used to analyze other information systems applied in operational activities
in the organization.
MIS today has distanced itself from its traditional, narrow connotation to
encompass a suite of technology-driven solutions that assist in decision
making, be it for property management, sales and marketing, quality and HR
management, revenue, accounting, and mixed-use condo/hotel room
management, CRM, apart from a host of other avenues. "Initially, MIS
systems were merely reactive systems that provided information and were
essentially simplistic reporting packages. Today, decision support systems are
a broader term and technology actually assists them in better decision making
by thoroughly analysing information and trends to ultimately build
efficiencies - a reality the industry is turning to."
As per the Indian Hotel Industry Survey conducted by Federation of Hotel &
Restaurant Associations of India along with HVS International, the percentile of usage of
MIS across hotels stands at a healthy 83.4 per cent. It is the larger and chain affiliated
hotels in the metros that are leading the way with this indispensable management tool. It
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8. is the chain-affiliated hotels that are making the most of MIS, with 92.9 per cent of
respondents utilising it. Today MIS does not restrict itself to plain vanilla usage; they can
be deployed for standalone hotels as well as multi-brand hotel chains.
"This helps in analysis of where their clients are coming from, analyse average spends,
etc," . This strategy enables hotels to pinpoint which country delivers in terms of sales,
marketing and PR investments, after judging the number of guest arrivals and their
average spends. They also use MIS to rectify slow moving packages and chalk out
marketing strategies for the lean and heavy seasons. A critical element of these systems is
also CRM for evolving service standards, and phasing out unpopular items, plus keeping
a check on errant staff. "MIS helps in tracking and studying individual performances,
team performances, city performances, city trends, etc."
PROPERTY MANAGEMENT SYSTEM
Property management systems may be used in real estate, manufacturing, logistics,
intellectual property, government or hospitality accommodation management. They are
computerised 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.
In the hospitality industry a property management system also known as a PMS is a
computerized system used to manage guest bookings, online reservations, point of sale,
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9. telephone and other amenities. Hotel property management systems may interface with
central reservation systems and revenue or yield management systems, front office, back
office and point of sale systems.
There are many different types of property management systems available like OPERA
and GUEST360, but a user/business will want to work with the different companies to
determine which property management system best fits their needs.
Property management system is used in JHELUM RESORT. It is a comprehensive
software suite consisting of integrated modules for various aspects of hotel management.
This class of software is often referred to as Property Management System in the
industry. The important modules in the PMS Software include, Hotel Management
Software, Hotel Reservation Software (Billing Software), Hotel Reception Software and
Hotel accounting software. In their lodging software all modules are tightly integrated
and all hotel programs are included in one price, meaning all modules are included at no
additional cost.
PMS is general purpose hospitality software that can be used at hotels, motels, inns,
resorts, lodges, hostel, military guest houses, ranch, suites, apartments, medical centers
and bed & breakfast operations.
APPLICATIONS OF PMS IN HOSPITALITY SECTOR
The PMS is the center of information processing in a Hotel . A PMS is a computer based
lodging information system that relates to both the front- and back- office activities.
HOTELS with large number of guest and employees to serve and inform predominantly
use these systems.
The PMS system can interface with many other modules or applications. One
application of PMS in Front-Office is the ROOM MANAGEMENT MODULE, which
keeps the front-office and housekeeping informed about the status of the rooms. Knowing
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10. the status of each room definitely helps the housekeeping department know what work
has to be done, what work is in progress, and what work has been completed.
Another front-office module is a GUEST ACCOUNTING MODULE. A Guest
accounting module increases the hotels control over guest accounts , makes them easily
available at any time and significantly shortens the night audit procedures . Other
functions of PMS are electronic locking systems, energy management system and call
accounting system.
SMART CHECK INS: Some hotels use an express check-in process that allows guest to
conveniently check in and out via a touch screen that interfaces with the hotel’s property
management system without associate assistance .
Some PMS system use Microsoft Windows to move data between applications to share
information , a process called INFORMATION SHARING . It permits menu-driven
interface with other systems, such as advanced reservations , room inventory, self-check
in / out, night audit , guest accounting city ledger group handling, travel agency
accounting. Therefore, the hotels that will be successful in the next few years are the ones
that go out of their way to make guests really feel welcome and offer high-tech yet high-
touch service.
PMS Point of sale software
PMS is general purpose Point of Sale software that tracks sales of retail outlets. It can be
used at Hotels, Restaurants, Bar, Resorts, etc. to manage all kind of Point of Sale (POS)
activity. PMS is a standalone independent application.
PMS CallLogging
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11. PMS is our calllogging software. PMS offers full call accounting capabilities including a
sophisticated call calculator that can be used to configure most demanding set of rules in
calculating call costs. If used in conjunction with our hotel software PMS, the calls can
be posted automatically to the room folios. The software can be used with all most all
PABX or PBX systems worldwide.
PMS - Multiple Property Data Collection Software
PMS also offer OPDC, online property data collection tool for hotel management
companies to manage a group of hotels. This software for hotel management companies
constitutes of easy to use tools to retrieve, store and analyze operational data to monitor
and compare performances of hotels.
Property Management software automates the marketing, booking and billing of rooms
for hotels and resorts. Hotel managers use these applications to optimize the efficiency of
their operations, speeding the process of filling and turning over rooms Property
Management solutions offer a variety of vacancy monitoring features and integration for
marketing and sales tools, as well as billing functions. Management tools for other
functions such as maintenance requests and housekeeping schedules are also often
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12. included. Hospitality Property Management software is related to Real Estate Property
Management software, Rental software and Reservations software.
Featured Hospitality Property Management Software
The most modern and flexible PMS solution available as either a desktop or server
installation system, or fully web-based with nothing to install. One of a few Microsoft
and PA-DSS Certified products in the world. Complete guest, room & rate management,
Office, Quickbooks integration, Lodging-certified CC processing, customizable
reporting, advanced marketing features. Makes any website fully bookable, full
connectivity to Expedia, hotels.com, Travelocity, BedandBreakfast.com, Kayak, plus
GDS.
RoomKey PMS & RoomKey Lite Available for all size hotels. Their products are an easy
to use, web based, property management software solution . Their products offers the
efficiency of a securely hosted, centralized system, the flexibility of anytime anywhere
access, a fully-integrated online reservation booking engine, a 2-way interface to
GDS/IDS channels, 24/7/365 SUPPORT and interfaces to 400+ 3rd party hospitality
systems.RoomKey makes it easy for us to run our property.
Property Management and Vacation Ownership system is designed to grow as the
hotelier's business grows. ICSS has 25+ years experience as PM system developers.
atrium includes enhanced Rate Management with Yield Controls, Groups, City Ledger,
Travel Agents, Housekeeping, Maintenance, Internet Reservations, GDS and
Condo/Rental management functionality.
Web-based hotel booking/property management system to help manage your customer's
reservations, check-ins, check-outs, inventory, rates, payments, vendors and workorders .
The system is fully-integrated with online reservation booking engine and has 2-way
interface to major Internet Distribution Systems.
An easy to use browser based property management software solution that services any
size property, resort, conference center or Inn. Skyware has everything when need to
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13. process reservations, access GDS, check guests in & out, assign rooms, manage and yield
room inventory, service guest requirements, handle multiple accounting functions and
process billings online.
PMS working in JHELUM RESORT is handled by Sales & Reservation
office in NEW DELHI. The cost of PMS is Rs 5.50 lacks software that is
installed there.
OBSERVATION
MEETING THE TECHNOLOGY OF THE NEXT GENERATION
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14. PMS is a state of the art; Windows based Property Management System that incorporates
the latest in advanced technology. It is designed to provide all the features of a
sophisticated Front Office system linked with other computerized hotel applications on
the same relational SQL database.
PMS places all the vital information needed for optimum operation at the manager's
fingertips. All information can be viewed on-line, printed in a large variety of reports or
shown on graphs. Advanced icons and color-coding give the managers an excellent
overview of all hotel operations and allow them to maintain precise management
controls. It is a profitable marketing tool, as it captures a wide range of data needed to
make the correct marketing analysis. Information analysis is simple, quick and precise,
emphasizing revenues, budgets and yearly comparisons in combination with data of
occupancy, segmentation and other guest information.
The Property Management System enables maximum performance, utilizing the latest
technology. Together with the use of a modern GUI it offers the ultimate system for any
Front Desk.
PMS is a most powerful and advanced Front Office system based on years of experience
and on highly sophisticated development and focus teams, including superior hoteliers,
engineers and front office specialists. These teams have researched and 'brainstormed' to
meet the highest standards of the hospitality industry for the next century.
EFFICIENT MANAGEMENT
Property Management System places all the vital information needed for optimum
operation at the manager's fingertips. All information can be viewed on-line, printed in a
large variety of reports or shown on graphs. Advanced icons and color-coding give the
managers an excellent overview of all hotel operations and allow them to maintain
precise management controls. It is a profitable marketing tool, as it captures a wide range
of data needed to make the correct marketing analysis. Information analysis is simple and
precise, emphasizing revenues, budgets and yearly comparisons in combination with data
of occupancy, segmentation and other guest information.
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15. PMS enhances reservations management, streamlines all accounting and billing,
upgrades guest services, boosts staff productivity and improves marketing and sales
performance for all types of hotels. It provides the hotels with all the tools necessary to
give better, more personal and more efficient service to the guests, the result being an
increase in the average price and the occupancy of the hotel, in an environment that is
constantly more demanding and more competitive.
EASY, FRIENDLY OPERATION
Property Management System has a unique open architecture as a result of using
standard industry development tools such as Power Builder. The Windows Graphical
User Interface helps simplify data entry, management inquiries and financial reporting.
The simple user interfaces also makes learning and using the system easy and quick, no
matter how big your hotel is – eg JHELUM RESORT.
Using any combination of keyboard, touch screen or mouse, the user can easily enter any
data into the system and retrieve all the information easily, quickly and efficiently. PMS
is designed for simple operation and maximum flexibility in functionality and
performance that creates a profitable and smoother operation.
FLEXIBLE, CUSTOMIZED CONFIGURATION
PMS has a flexible, open architecture that makes it simple to define according to each
individual hotel requirements. The hotel may define its rooms by their features, group
them together into different buildings, wings, room types and room categories. It may
also define unlimited number of user-defined packages and plans, connected to different
prices controlled by a sophisticated rate management. It handles travel agents, tour
operators, companies and other kinds of customers each with its own contract and room
allocation. Other services can be easily defined in the system including fixed or flexible
prices. Accommodation rate tables are as flexible as they can be and can be entered in
different formats.
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16. A simple, easy to use set-up allows for rapid implementation in any hotel or resort
enterprise. Use of varied definitions such as; room type, room category, wing, and more,
are important features of the PMS. Special services are easily defined with guest service
in mind using VIP, company, agent and guest profile information.
Room rate tables are flexible and may be used in varied formats.
The user may also define an unlimited number of guest packages and plans, in
conjunction with prices controlled by a sophisticated rate management module. Contract
and room allocation agreements are easily stored in the system guaranteeing a swift
reservation process with your all important business and agent accounts.
The unique design and engineering of Property Management System allows this state of
the art PMS to be tailored to specific hotel needs and operations.
Property Management System main advantage is that it is designed to meet each hotel's
needs and procedures and not vice versa.
COMPREHENSIVE SOPHISTICATED CAPABILITIES
Property Management System integrates a full range of sophisticated capabilities in
one comprehensive package:
· Complete folio control
· Unlimited number of folios per guest
· Complete reservation module
· Concierge and information
· Sophisticated user defined packages and plans
· Handles adults, juniors, children and babies for occupancy and pricing
· Group reservations with flexible daily number of room types, rooms, guests, plans and
status's
· Unlimited number of tariffs and daily rates tables
· Comprehensive guest history and mail merge
· Dynamic tape chart
· Housekeeping and room maintenance
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17. · Automatic or semi-automatic night auditing procedures
· Unlimited number of reports plus an advanced report generator
· Registration of all transactions in two currencies
· Multi currency payments, charges and invoices
· Full management of VAT suitable to any country's laws
· Fully interfaced with all leading PBXs
· Multi lingual (translatable to any language)
PMS INCLUDES THE FOLLOWING MODULES:
The reservation module
· Room availability with drill down to a single reservation.
· Direct reservation from price quotation.
· Flexible rating and automatic calculation of the value of a reservation.
· Sharing and group member invoicing.
· Group Master accounts.
· Easy blocking for guest’s special requests.
· Comprehensive special services set-up, easily customized for each hotel.
· VIP types and levels.
· Partial or fully automatic allocations depending upon reservation.
· Special requests automatically incorporated into the reservation from the guest, group,
agent or company history.
The guest reception module
· Clear, concise and quick check-in and walk procedures.
· Comprehensive guest history including preferences and photo identification.
· Full primary and secondary agent history.
· Agent and company contracts.
The accounting and billing module
· Handles all aspects of multi-currency transactions and all types of V.A.T.
· Invoicing for non-room folios.
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18. · Automatic cash flow calculation and control for each front desk agent at any time.
· Automatic night posting.
· Advanced, easy to use city ledger (accounts receivable) module.
· POS and telecommunication charges transferred instantaneously to the guest’s account.
Housekeeping and maintenance module
· Housecleaning assignments are prepared quickly according to predefined parameters of
work.
· Job orders are automatically sent to the maintenance department .
General system module.
· Log book
· Concierge information listing.
· Guest message and guest locator modules.
Report module with an extensive report generator
· Versatile reports for all levels of management.
· Statistical reports
· Occupancy and work assignment forecasting reports.
Property Management System is fully integrated with all Microsoft work tools, Word,
Excel and Access.
RECOMMENDATION
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19. ENERGY MANAGEMENT SYSTEM:
Technology is used to extend guest in-room comfort by means of an energy management
system. Passive infrared motion sensors and door switches can reduce energy
consumption by 30% or more by automatically switching off lights and air conditioning,
thus saving energy when the guest is out of room. Additional features include:
• Room occupancy status reporting
• Automatic lighting control
• Minibar access reporting
• Smoke detector alarm reporting
• Central electronic alarm control
• Guest control amenities
Due to increasing energy cost s, some operators are installing software program’s that
will turn off nonessential equipments during the peak billing times of day (utility
companies charges are based on peak usage). Hospitality operators can save money by
utilizing this type of energy –saving software to reduce their energy costs.
PMS:
Some PMS system use Microsoft Windows to move data between applications to share
information, a process called INFORMATION SHARING. It permits menu-driven
interface with other systems, such as advanced reservations , room inventory, self-check
in / out, night audit , guest accounting city ledger group handling, travel agency
accounting. Therefore, the hotels that will be successful in the next few years are the ones
that go out of their way to make guests really feel welcome and offer high-tech yet high-
touch service.
Hotels guest expect their rooms to be a home away from home, office, retreat, and even
playroom. HIGH-SPEED INTERNET is a given, but it is a challenge for Hotel operators
ton select a service provider.
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20. HIGH-SPEED INTERNET ACCESS (HSIA) is a becoming a necessity. Hotels and
restaurants that don’t offer HSIA lose guests. Starbucks was the first restaurant chain to
offer WiFi to guests, who can now enjoy a latte with their e-mail. Even some
McDonald’s have gone WiFi.
CENTRAL RESERVATION SYSTEM:
A CRS houses the electronic database in the central reservation office (CRO). Hotels
provide rates and availability information to the CRO usually by data communication
lines. Guests instantly receive confirmation of their reservation or cancellation.
The Hotel benefits from using a central reservation system. With such a system, hotels
can avoid overselling rooms by too large a margin. The CRS database can also be used as
a chain or individual property-marketing tool because guest information can easily be
stored.
Thereby, Hotels can use other forms of technology to facilitate reservation systems.
Several companies offer an APPLICATION SERVICE PROVIDER (ASP) environment
that can deliver a complete booking system tied to the hotel’s inventory in real time via
the web.
TRENDS IN HOTEL AND ROOM DIVISION
OPERATIONS:
• Increasing use of REVENUE MANAGEMENT to increase profits by
effective pricing of room inventory.
• GREENING OF HOTELS AND GUEST ROOMS: This includes an increase
in recycling and the use of environmentally friendly products, amenities, and
biodegradable detergents.
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21. • SECURITY: The survey by the International Hotel Association indicated that
guests continued to be concerned about personal security.
• DIVERSITY OF THE GUEST: More women travelers are occupying hotel
rooms. This is particularly due to increase in business travel.
• COMPLIANCE WITH THE ADA: As a result of the Americans With the
Disabilities Act (ADA), all hotels must modify existing facilities and
incorporate design features into new construction that make areas accessible
to persons with disabilities.
• Hotel companies are trying to persuade guests to bookrooms via the company
web site rather than via an internet site likehotels.com because the hotel must
pay about $20for each room booking.
• Hotels are upgrading in-room technology.
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