Property Management System in Front Office Operations

FRONT OFFICE PROPERTY MANAGEMENT SYSTEMS

Danielle Grace Nabong & Emilie Sea151116008 | 142116004

IHM1311 FRONT OFFICE OPERATIONSDUSIT THANI COLLEGE

Aloft HotelADDRESS:Sukhumvit Soi 11Khlong Tan Nuea, WatthanaBangkok, Thailand 10110

TEL: +66 2 207 7000 (02 207 7000)

Contact InformationName:Khun Pim

Department: Human Resources

Telephone:082 711 2030

Email: [email protected]

Rattanaphol Khunphagdee• Khun Pete• 8 years of experience working for Starwood

• Front Office• Talent Development Manager

Aloft Hotel “A Vision of W Hotels”• Starwood Hotels (2005)• Montreal, Canada (2008)

• Trudeau International Airport

• City / Airport• Innovative, Contemporary

What Property Management System (PMS) does the hotel use?

QUESTION 1#:

LightSpeed• Galaxy Hotel Systems• ‘Galaxy LightSpeed’• 650 properties• WIFI

easy accesssimplified processlow-cost solutions

Does this PMS provide excellent data security and have reliable customer

support?

QUESTION 2#:

ANSWER: Yes, it does.

• Access by WIFI• Online database• Every record in Starwood database

• 24-hour Customer Service

How long does it take to train someone to use this PMS? Who in the hotel is

trained to use it?

QUESTION 3#:

• 90 day training period• 1st month guided• 2nd month observed• 3rd month able to pass criteria

• Usage based by priorityEXAMPLE: Manager – can see credit card code 1st Priority – can’t see credit card code (viewed

as 2462476xxxx), can’t change rate

What are the common struggles when training someone to use your PMS?

QUESTION 4#:

• Older generation; • difficulty learning• don’t really understand computer systems

• Generation Y; • little to no difficulty• tech-savvy

Easy to use because of icons.

What are the main operational demands and restrictions of your PMS?

QUESTION 5#:

• Functions like every PMS. • Can perform check-in, check-out,

make guest records, etc.

• May lag due to WIFI.• Slight lag due to slow WIFI

connection, but it is only momentary.

How does Aloft’s PMS mix with Fingi? Do they affect each other at all?

QUESTION 6#:

Fingi

• Application / Platform• Allows guests to use a smartphone to control every aspect of their stay

• ALL in-room elements• ordering of hotel services• direct communication with the hotel

and the outside world

• They don’t affect each other at all.• Fingi exists as a subset module in LightSpeed.

• Physically installed at each property• Updated via Fingi CORE

ANSWER:

Do you think this PMS is the best for your type of hotel? Why?

QUESTION 7#:

ANSWER: Yes.• Simple to use, easy access, and new generation type PMS.

• Fits the innovative and contemporary image of Aloft.

How can the PMS allow Aloft Hotel to deliver exceptional service to improve guest experiences and

loyalty?

QUESTION 8#:

- Guest records can be accessed from the online database- All Starwood brands

- Recognizes vital information- Ex. Croissants (based on records of guest bill)

- Good technology + human interaction (recognizing behavior)

- Ex. Tom Yam Khung

How does Aloft feel about self-check in services?

(Do you think Aloft will eventually innovate to a software program that allow guests to

completely customize their reservation?)

QUESTION 9#:

• Unable to do in Thailand• Other international/US* branches allow/have it (“Smart Check-In”)

• Thai immigration laws require documents handed and face shown

EXTRA INFORMATIONRoom Tour• Touch Room• Chic Room

“Touch Room”• Via Bluetooth• Moods / Customizable

“Chic Room”• Non-Touch Room• Single / Double Bed

Thank you, Khun Pete!

- Dani & Emilie

@ Aloft HotelOctober 6, 2015

QUESTIONS?

QUESTIONS FOR THE CLASS1. What PMS does Aloft use?2. How long does it take to train someone to use it?

THE ENDThank you.