Hotel Management System

Statement : Hotel Management system can be categorized into different sub systems such as …

• Hotel management - Lodging & Reception Counter activities i.e. Front Office Management System.
• Hotel Management - Housekeeping System - Items management and issues.
• Hotel management - Kitchen inventory
• Hotel Management - Payroll System
• Hotel management - Administration module

Various departments in Hotel are …
Housekeeping, Restaurant section, Cafe section, Conferencing & exhibitions, Hall for parties - functions and catering, kitchen stores (inventory), Accounts, Some hotels are having overall billing department, Administrative department.

Kitchen Inventory : Collect requirements from various departments - making consolidated list - as per procedure placing order for various suppliers - receiving the items - categorization of items such as perishable non perishable, consumable non consumable etc. - Material issue - Material return - keeping track of stock for various items - making the items available in time for kitchen.

Housekeeping : acts as administration department - fulfilling the requirements of various departments - mainly lodge & halls - infrastructural items - manpower management for various departments - managing duties - generally looks after routine activities

Lodging & Reception Counter activities
Front Office Management System.

Initial Activities
Enquiry & providing information - Reports of all systems. - Availability status - about the hotel i.e. features, facilities available - pay structure etc.

Booking : Accepting booking details & advance. Any body can book for anybody. So keep the details of both i.e booking for and booked by. Booking mediums - Telephone, in person, branch office, through agents, Web site, Yellow pages - Marketing Agencies etc. Acceptance of advance payment details and accordingly generating advance receipt. Constant fax details by branch offices, Specific quota for branch offices and agents. Keep separate receipt books at various booking sites.

Maintaining waiting list : Accept the details for the specified date, room preference, expected stay. Maintain daily waiting list - accordingly intimate the customer if room is available - possible because of cancellation, preponement and postponement of booking. (Rules for cancellation, preponement and postponement.) Waiting list details delete after the sysdate.

Check In : Customer submits the advance receipt - furnishes check in details ( checkin date/time, arrival from, expected stay, number of person, payment mode, company representative, credit card details, passport details). Preparation of key card, updating of booking details allotment of locker - handing over the keys. WELCOME the customer. Allotment of room - Updating availability charts. Optional (Accepting Deposits)

Activities during the stay
Utilization Of Services (fixed or optional - service details file - Daily abstract by service section - 12 noon is check hour. Separate service section - with the help of attendants provides services, preparation of KOT in triplicate (Kitchen, Customer, and Billing section) - separate service charges

Room Transfer (adds new room details to booking details and accordingly update booking details i.e key card, locker code etc. - keep old room details for billing - update occupancy chart)

Complaints suggestion (Complaints and/or suggestions against overall hotel's services, features, administration - record services details - attendant details - submit summarized report to management)

Damages and lost property (recording damages made by customer - consider at the time billing, and lost property details of customer - may be may not be considered)

Withdrawal of deposit. (Deposit amount kept in can be withdrawn in installments - against the receipt - update the booking details when everything is withdrawn.)

Billing
Add stay * tariff (per day) considering the no of persons (extra persons rate), room types, services utilized, damages made.

Minus advance paid till date, (Advance at the time of booking + any intermediate payment/s) discount offered by hotel management (if any)

Accept NOCs from various sections (deposits, hall etc)

If balance is positive then ask customer to pay the balance, accept payment, give final receipt (PAID stamp) - else (i.e. if balance is negative) then prepare refund order and refund the money.

Other activities
Foreign customers / Pakistani customers - daily report to police
Provide tours and travels details.
Luxury tax included in tariff

Refer CLD, FDD, ERD

List of files
Room, Room Type, Booking, Customer (cash), Customer / organization (credit)
Waiting List, Receipt, Refund, Deposit receipt, Service Master, Service Transaction, Bill, Room status, Complaints / suggestions, Company Letter

Important Files
Booking Bill Service Transaction Room Customer

List of reports
Daily check in report Daily check out report
Weekly Preponment / Postponement / Cancellation report
Daily refund orders Daily collection report
Complaints & suggestions Pending Bills report
Company wise account Police information

Outputs
Bill Receipt Refund order

Layouts
Occupancy Chart Booking Register / Form Company Letter