What is PROPERTY MANAGEMENT SYSTEM (PMS) in front office ?

A generic term used to describe the application of computer hardware and software in managing the interface of various departments of a hotel.

Examples of PMS:

  • Fidelio
  • IDS
  • PMS
  •  Visual Oui
  •   Opera PMS
  •  Innfront
  •  CLS

Interface with other softwares –

  1. Energy Management System (EMS)
  2. Human Resource System (HRS)
  3. Material Management System (MMS)
  4. Accounting System
  5. Point Of Sale System.


The steps involved in selection of a Property Management System are:

STEP 1:           Identification of Need

Firstly an analysis is done to determine whether there is a need of computerized system or not.

The following steps are followed in this process:

  1. Selection of a team comprising the representation from all the departments at all levels from all the shifts to analyse the needs.             .
  2. Analyze the flow of guests through the visit to the hotel i.e. an analysis of the guest cycle.
  3. Analyze the flow of information from other departments to the front office e.g. billing information, room status information etc.
  4. Analyze the administrative paper work produced in other departments.
  5. Evaluate the needs that have been identified in terms of importance.
  6. Combine the needs to determine the desired applications.

STEP 2:           Software Selection

  • Today, software is available in modules to cater to different areas in a hotel.
  • Based on requirement, as deduced from the needs analysis in step 1, a hotel may go in for the entire PMS or parts thereof.
  • Proper software selection is very important, as it involves a, heavy investment.
  • Configured or customized as per the need of the hotel.

STEP 3:              Hardware Selection

  • The hardware should be selected to run the needed software.
  • The basic factors to consider here are the Processor speed, Disc drives, I/O Port  for connecting peripheral devices & for networking,  Monitors/ touch screens, Keyboards, Printers,  Modems and Supplies: paper, forms, ribbons, ink, toner, cartridge, floppies, DA T, CD-RW etc.

The other factors to be kept on mind while selecting the hardware are:

  1. Positioning of hardware: based on the workflow analysis done during needs


  1. How does it benefit the guest, who will operate it, who all will require

access to the system at that position.

  1. Climatic condition: whether air-conditioning required/not esp. in back-of-the-house


  1. Ergonomics: psychological & physiological effect of computers on people.


  1. Vendor Claims: Claims made by the supplier. One must inquire about the product from the current users of the same; whether they are satisfied using the system, problems faced by them in using the system.
  1. Installation plans: Proper planning of installation is essential for maintaining guest services & employee morale. One must have a complete plan laid out for installation of hardware & cabling in different areas of the hotel; also, who shall be installing the hardware & who shall be installing cables.
  1. Training: Classroom & on-the-job training provided by vendor or not. If yes, charged or inclusive. Whether training module has been provided or not. Documentation of procedures.
  1. Back-up power sources: Provision of UPS.
  1. Maintenance agreement: The cost of repair & replacement of hardware & software. Emergency services.


  • The decision regarding purchase or rental of a PMS since heavy investment can tie-up the cash flow of an organization.
  • Also, if cost benefits are not realistically projected, profits may be difficult to come by.
  • analyse the savings in terms of overtime paid to the employees, losses due to late charges, cost of marketing database collection, wastage of
  • advantages of outright purchase, discount for full payment in cash, finance charges, depreciation.
  • advantages of lease: continuance of cash flow, application of lease payments to purchase price, tax advantages of leasing etc.


The modules of an ideal PMS are as follows:


  1. Guest data
  2. Room inventory
  3. Deposits
  4. Special requests
  5. Blocking
  6. Arrivals
  7. Departures
  8. VIP
  9. Projected occupancy
  10. Travel agents
  11. Guest messages
  12. Reports


  1. Reservations
  2. Guest Data
  3. Room inventory
  4. Room status
  5. Security
  6. Reports
  7. Self check-in

  Room status

  1. Room inventory
  2. Availability
  3. Reports


  1. Point of sale
  2. Room
  3. Tax
  4. Transfer
  5. Adjustments
  6. Paid out
  7. Miscellaneous charges
  8. Phone
  9. Display folio
  10. Reports

Call Accounting

  1. Guest information
  2. Employee information
  3. Post charges
  4. Messages
  5. Wake-up calls
  6. Reports


  1. Folio
  2. Adjustments
  3. Cashier
  4. Back office transfer
  5. Reports
  6. Guest History

Night Audit

  1. Guest charges
  2. Department totals
  3. City ledger
  4. Cashier
  5. Financial reports
  6. Housekeeping

Inquiries! Reports

  1. Reservations
  2. Registrations
  3. Checkouts
  4. Housekeeping
  5. Credit balances

Back Office

  1. Accounts payable
  2. Accounts receivable
  3. Payroll
  4. Budgets
  5. General ledger
  6. Reports


  1. Room availability
  2. Personnel assignments
  3. Analysis
  4. Housekeeper’s report
  5. Equipment supplies inventory
  6. Maintenance requests

Food and Beverage

  1. Point of sale
  2. Posting
  3. Cashier reports
  4. Food/beverage inventory
  5. Recipes
  6. Sales control
  7. Sales production analysis
  8. Labour analysis


  1. Review work orde, 2. Status, 3. Cost/ labour analysis
  2. Inventory, 5. Repair cost analysis
  3. Energy usage analysis, 7. Guest room power start


  1. Keys, 2. Fire alarm
  2. Burglar alarm, 4. Security code transactions

Marketing_ and sales

  1. Guest history, 2. Word-processing, 3. Client file
  2. Banquet files, 5. Desktop publishing
  3. Reports, 7. Travel agencies


  1. Employee file, 2. Job control list
  2. Word processing, 4. Analysis
  3. Reports

Electronic Mail

  1. Security codes, 2. Mail, 3. Hard copy

Time clock

  1. Security codes, 2. Personal identification number, 3. In, 4. Out, 5. Analysis, 6. Reports
Amit Kumar
Amit Kumar
Hii! Welcome to My digital home, I am Amit – an almost no-code generalist, helping businesses with their online presence using WordPress and other tools and simplifying some of their operations with ideas and automation. A psychology and philosophy geek by interest and a graduate in Hospitality Management. I founded hmhelp during college, which got me into WordPress. I am a highly motivated and results-oriented professional with a proven track record of success in the hospitality industry. I’m also a Digital Marketing Enthusiast with significant academic and practical experience managing digital content across multiple platforms. Skilled at SEO optimization, developing digital content for social media platforms, I offer extensive knowledge of multiple software programs, strong attention to detail, and extraordinary communication skills. If you are interested in talking about any of the topics I have mentioned on my website, you are in the right place. You can contact me or learn more about what I do. You can also connect with me on social networks.

Latest Articles


Energy conservation measures for Hotel Industry DO’S AND DONT’S FOOD &...

Organization of Banquet Department

Banquet organization structure             ...

Types of Meringues

There are three types of meringue; their differences lie...

Additives and preservatives used in Ice-cream manufacture

 As ice creams move down the scale from premium,...

Ice Sculptures

Ice Sculptures The Ice sculpture is the highlight of any...

Function of menu

Menu is a very important tool for the operation...

Related Articles


Energy conservation measures for Hotel Industry DO’S AND DONT’S FOOD & BEVERAGE DEPARTMENT This department consumes approximately 25% of the total energy cost so the opportunities to...

Organization of Banquet Department

Banquet organization structure             ...

Types of Meringues

There are three types of meringue; their differences lie in when and how the sugar is added: French Meringue This uncooked meringue is the one most...