Central Reservations System Overview

Central Reservations System (CRS)

• CRS is used for managing room allocation for single properties and hotel chains.
• It controls and monitors rates and availability across distribution channels.
• Allows reservations to be checked and booked with a simple search.
• Enables revenue or front office managers to adjust prices for multiple distribution channels.
• Functions as a mission control software for hotel distribution.

CRS Information

• Room rates.
• Room allotments.
• Room availability.
• Reservation information.
• Room types.
• Generic hotel information (address, phone number, fax number).
• Geocode information.
• Nearby IATA cities and airports.
• Room and hotel features.
• On-site or nearby restaurants, bars, attractions, and recreational activities.
• Hotel cancellation, deposit, and minimum stay information.

Property Management System (PMS)

• A local hotel administration system.
• Used for: reservation, availability and occupancy management, check-in/out, images, guest profiles, report generation.
• Controls on-site property activities.
• Can be connected to other applications (POS, CRS).
• Interfaces with external systems: room key systems, restaurant and banquet cash registers, minibar, telephone and call centers, revenue management.
• Also known as Hotel Operating System (Hotel OS).

Guest Registration

• Most hotels allow check-in at 2 pm or after.
• Receptionists perform registration procedures efficiently and accurately.
• Contributes to a positive first impression.
• Personal checks or direct billings must be handled with extra care.

Guest Registration Procedures

• Check and update guest information.
• Check for any mail, messages or articles received before the guest’s arrival.
• Select and assign a suitable room.
• Issue room key and give further information.
• Escort guests to their room.

Variations of Registration

• Group guests' procedures differ from individual guests'.
• Pre-registration can speed up the process and prevent waiting in the lobby.
• Key cards for group guests are prepared in advance.
• Group check-in counters may be available.
• Tour assembly points can be used for large groups to control lobby traffic and improve guest comfort.

Walk-In Guests

• Guests arriving without a reservation are known as walk-ins.
• Hotels may require a substantial deposit or credit card imprint before checking in walk-in guests.

Guest Check-Out

• The standard check-out time is typically 12 pm or before.
• Check-out procedures are as important as check-in.
• Focus on payment collection, customer assistance, and creating a positive parting impression.

Check-Out Procedures

• Greet the guest.
• Check guest details.
• Collect payment.
• Ask for feedback on the stay.

Folios And Types

• Front office staff records transactions between the guest and the hotel on the folio.
• Folio starts with zero initial balance and changes depending on transactions.
• The folio balance must return to zero upon check-out.
• Types of folios:
  • Guest folios: assigned to individual persons or guest rooms.
  • Master folios: assigned to multiple persons or guest rooms (usually group accounts).
  • Non-guest or semi-permanent folios: assigned to non-guest businesses or agencies with charge purchase privileges.
  • Employee folios: assigned to employees with charge purchase privileges.

Postings And Types

• The process of recording entries on the folio is called posting.
• Types of postings:
  • Credit postings: reduce the guest's outstanding balance (payments, adjustments).
  • Debit postings: increase the outstanding balance (restaurant, room service, health center, laundry, telephone, transportation charges).

Night Audit

• The process of reviewing all financial activities that occurred during a day.
• Conducted at the end of the day during the following night.
• Can be done conventionally using papers, receipts, vouchers, coupons, and files.
• Modern PMS systems make it easy, fast, and efficient.

Basic Activities During Night Audit

• Posting accommodation and tax charges.
• Accumulating guest service charges and payments.
• Settling financial activities of various departments.
• Settling account receivables.
• Running the trial balance for the day.
• Preparing the night audit report.

The Need for Night Audit

• Evaluates the hotel's financial activities.
• Reviews guest accounts, tracks credit limits, and tallies sales from different departments.
• Reviews daily cash flow into and out of the hotel.
• Night audit reports help management plan future goals and control expenses.

Responsibilities of A Night Auditor

• Taking over from the last shift.
• Checking in or checking out guests after 11:00 pm.
• Registering guests.
• Allocating accommodations to new guests.
• Settling transactions in newly created guest accounts.
• Verifying guest folios.
• Verifying room status report.
• Balancing paperwork with accounts in the PMS.
• Remaining liable for premises security.
• Handling guest accommodation keys.
• Taking backup of PMS generated reports.
• Preparing lists of expected arrivals for the next day.
• Closing financial activities for a day.
• Starting financial activities for the next day.
• Receiving and recording bank deposits.

Front Office Management - Communication

• The front office is the center of guest transactions in a hotel.
• It acts as the center for collecting and distributing guest information.
• This information helps other departments provide the best service throughout the guest cycle.

Front Office Management - Communication: 1.

• Example 1: The front office staff alerts housekeeping about guest requests for specific amenities (extra pillows, towels, etc.) before the guest checks in. This ensures the room is prepared to the guest's liking, resulting in a more personalized and comfortable experience.
• Example 2: The front office can inform the restaurant about upcoming group reservations, allowing the restaurant to prepare tables and allocate staff accordingly, ensuring efficient service for the entire group.
• Example 3: When a guest complains about a noisy neighbor, the front office notifies security to investigate the situation and resolve the issue for the guest. This demonstrates an efficient response system for guest concerns.
• Example 4: If a guest experiences a technical issue with their room's television or internet, the front office can immediately contact the hotel's IT department to resolve the problem, minimizing inconvenience for the guest.

Explore the fundamentals of Central Reservations Systems (CRS) and Property Management Systems (PMS) in the hotel industry. This quiz covers key aspects such as room allocation, rate management, and the functionalities essential for efficient hotel operations. Test your knowledge on how CRS and PMS contribute to maximizing hotel revenue and enhancing guest experiences.