OPERATIONAL SYSTEMS OVERVIEW WHAT IS AN OPERATIONAL SYSTEM? AN OPERATIONAL SUPPORT SYSTEM IS A SET OF PROGRAM AND STRATEGIES THAT ASSIST STAFF TO MONITOR, CONTROL, ANALYZE AND MANAGE A TASK NETWORK. LODGING OPERATIONS Overall Property Management Reservations/Central Sales Front Desk Customer Loyalty Concierge Guest Services Revenue Reporting and Analytics and Inventory Management Housekeeping Maintenance Food and Beverage Sales and Marketing Human Resources - Recruiting, Staffing, Labor Management, Certifications Security/Loss Prevention Technology FOOD SERVICE OPERATIONS Front of House - Reservation System, Ordering System, Staffing, Menu Restaurant Accounting Menu/Chef Operations Back of House - Ordering, Recipes, Staffing, Food Preparation, Food Safety, Certifications Bar Management - Ordering, Staffing, Certifications Customer Service Marketing - Social Media/Web - Technology Property Management Property management systems also known as PMS or Hotel Operating System (Hotel OS), 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. Property Management 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, guest details, 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. Property Management Property management systems are used to manage, control and account for personal property. Property is defined as the equipment, tooling and physical capital assets that are acquired and used to build, repair and maintain end item deliverables. Property Management involves the processes, systems and manpower required to manage the lifecycle of all acquired property as defined above including Acquisition, Control, Accountability, Maintenance, Utilization, and disposition. Reservation Central Sales Inventory Management A computer reservations system (CRS) is a computerized system used to store and retrieve information and conduct transactions related to air travel, hotels, car rental, or other activities. Originally designed and operated by airlines, CRSes were later extended for the use of travel industry. Major CRS operations that book and sell tickets for multiple entities are known as Global Distribution System (GDS). GDSes typically allow users to book hotel rooms, rental cars, airline tickets as well as activities and tours. Front Desk Hub/Heart of The Operations Face of The Operations First Touch Point Flows All Communication Concierge/ Guest Services Comes from the Latin word meaning “with service” Provides info.

1. OPERATIONAL SYSTEMS
OVERVIEW
WHAT IS AN OPERATIONAL SYSTEM?
AN OPERATIONAL SUPPORT SYSTEM IS A SET OF
PROGRAM AND STRATEGIES THAT ASSIST STAFF TO
MONITOR, CONTROL, ANALYZE AND MANAGE A TASK
NETWORK.
LODGING OPERATIONS
Overall Property Management
Reservations/Central Sales
Front Desk
Customer Loyalty
Concierge
Guest Services
Revenue
Reporting and Analytics and Inventory Management
Housekeeping
Maintenance
Food and Beverage
Sales and Marketing

2. Human Resources - Recruiting, Staffing, Labor Management,
Certifications
Security/Loss Prevention
Technology
FOOD SERVICE OPERATIONS
Front of House - Reservation System, Ordering System,
Staffing, Menu
Restaurant Accounting
Menu/Chef Operations
Back of House - Ordering, Recipes, Staffing, Food Preparation,
Food Safety, Certifications
Bar Management - Ordering, Staffing, Certifications
Customer Service
Marketing - Social Media/Web - Technology
Property Management
Property management systems also known as PMS or Hotel
Operating System (Hotel OS), 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.

3. Property Management
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, guest details, 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.
Property Management
Property management systems are used to manage, control and
account for personal property. Property is defined as the
equipment, tooling and physical capital assets that are acquired
and used to build, repair and maintain end item deliverables.
Property Management involves the processes, systems and
manpower required to manage the lifecycle of all acquired
property as defined above including Acquisition, Control,
Accountability, Maintenance, Utilization, and disposition.

4. Reservation
Central Sales
Inventory Management
A computer reservations system (CRS) is a computerized system
used to store and retrieve information and conduct transactions
related to air travel, hotels, car rental, or other activities.
Originally designed and operated by airlines, CRSes were later
extended for the use of travel industry. Major CRS operations
that book and sell tickets for multiple entities are known as
Global Distribution System (GDS).
GDSes typically allow users to book hotel rooms, rental cars,
airline tickets as well as activities and tours.
Front Desk
Hub/Heart of The Operations
Face of The Operations
First Touch Point
Flows All Communication

5. Concierge/
Guest Services
Comes from the Latin word meaning “with service”
Provides information and personalized service
Arranges on-site and off-site amenities (extras)
Extra touch point
Customer Loyalty
A loyalty program is a rewards program offered by a company
to customers who frequently make purchases. A loyalty program
may give a customer free merchandise, rewards, coupons, or
even advance released products.
Points Programs
Revenue
Reporting
Overall PMS System is verified nightly by the Night Auditor
Reports are checked daily by key hotel staff
Room Rate is Key!
Know your COMP SET
Stay Up On Industry Trends

6. Housekeeping
Managing - People, Equipment and Supplies
Preservation of building finishes, fabrics and furnishings
Guest Satisfaction
Sales and Marketing
Heads in Beds
Cultivate New Clients
Establish Relationships
Services Existing Clients
Evaluate Business

7. Food and Beverage
Room Service
Dining Outlets
Catering for Meetings/Conventions/Events
Special Projects
Human Relations
Recruiting
Staffing
Elimination
Policies and Procedures
Labor Management
Mediator/Facilitator
Certifications
Do your research on Hospitality Operations, and review the
PowerPoint slides to understand different operational system.
Such as Front Desk, Sales and Marketing, Human Resources,
etc.

8. #1
Operational System: Lodging - Reservations, Front Desk
Scenario: The property management system (PMS) in your hotel
is old, out of date and continually crashes. You have been
assigned the task of selecting and implementing a new system.
What steps would you take to complete this task? (Minimum 2
paragraphs)
#2
Operational System: Lodging - Sales and Marketing
Scenario: You are the Director of Sales for XYZ Hotel. You
have been tasked to grow business (rooms and meetings) at the
hotel by 15% for the year.
What steps would you take to complete this task? (Minimum 2
paragraphs)
#3
Operational System: Lodging - Revenue, Security, Technology
and Front Desk
Scenario: You are the new General Manager of XYZ Hotel.
You have been tasked to look into ways to save money.
What steps would you take to complete this task? (Minimum 2
paragraphs)
#4
Operational System: Lodging - Human Resources
Scenario: You are the Director of Human Resources for XYZ
Hotel . Your hotel is non-union. You have several employees

9. that are considering try to unionize.
What steps would you take as the Human Resource Manager to
guide the employees in their process? (You can guide to
unionize or not to unionize) (Minimum 2 paragraphs)
#5
Operational System: Food and Beverage Management - Parts of
The Restaurant - Front of House
Scenario: You have been hired as the General Manager of XYZ
Restaurant. Within the first day you notice poor service flow
happening in the front of the restaurant. This leads to many
errors and several customer complaints.
What steps would you take to solve this issue? (Minimum 2
paragraphs)