Hotel Domain Knowledge

Property Management Systems (PMS): PMS is the central nervous system of a hotel's operations. It handles reservations, check-ins, check-outs, billing, room assignments, and more. Understanding how PMS works and its integration with other systems is crucial for IT system design.
Online Booking Systems: These systems allow guests to make reservations through the hotel's website or third-party booking platforms. Integrating online booking systems with the PMS ensures seamless reservation management and availability updates.
Point of Sale (POS) Systems: POS systems handle transactions at various hotel outlets like restaurants, bars, and gift shops. Integration with PMS and inventory management systems is essential for tracking revenue, managing inventory, and generating reports.
Channel Management: Hotels often distribute their inventory across multiple online travel agencies (OTAs) and other distribution channels. Channel management systems synchronize room availability and rates across these channels to maximize bookings and minimize overbooking.
Customer Relationship Management (CRM): CRM systems help hotels manage guest information, preferences, and interactions. Personalized marketing campaigns, loyalty programs, and guest feedback management rely on CRM data.
Revenue Management Systems (RMS): RMS use data analytics to optimize room rates and maximize revenue. Integrating RMS with PMS and channel management systems enables dynamic pricing based on demand and market conditions.
Security and Compliance: IT systems in hotels must comply with industry standards for data security (e.g., Payment Card Industry Data Security Standard - PCI DSS) and guest privacy (e.g., General Data Protection Regulation - GDPR).
Back-office Systems: These include accounting software, payroll systems, and HR management tools essential for administrative tasks and financial management.
Infrastructure and Connectivity: Reliable network infrastructure, high-speed internet access, and robust cybersecurity measures are critical to support the seamless operation of hotel IT systems.

Useful terms

Chinese Term English Term 预订 Reservation 入住 Check-in 退房 Check-out 房型 Room type 房价 Room rate 入住率 Occupancy 客房服务 Housekeeping 前台 Front desk 礼宾部 Concierge 行李员 Bellhop 代客泊车 Valet parking 设施 Amenities 招待 Hospitality 满意度 Guest satisfaction 忠诚度计划 Loyalty program 客人反馈 Guest feedback 客户档案 Guest profile 房间分配 Room assignment 可用性 Availability 过度预订 Overbooking 未到 No-show 早到入住 Early check-in 晚点退房 Late check-out 预订确认 Booking confirmation 取消政策 Cancellation policy 门卡 Key card 门锁 Door lock 迷你吧 Mini-bar 房间清扫状态 Housekeeping status 服务员整理房间 Turndown service 叫醒服务 Wake-up call 后台 Back office 夜审 Night audit 收入管理 Revenue management 收益管理 Yield management 渠道管理 Channel management 在线旅行社 Online travel agency (OTA) 全球分销系统 Global distribution system (GDS)

Why hotel be called property?

Distinguish the brand and the owner of building. For example,Marriott is a group of hotels, but not own any of property.

The property is the base unit of providing public service.