Pearson New International Edition International pcl tp indd 1

RESERVATIONS MANAGEMENT DATA
The way room reservations are made contributes to accurate sales forecasting by
FOMs. As indicated in Roadmap 3, the modern PMS is an asset in this process
because it can accurately maintain detailed reservation records related to guests and
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FRONT OFFICE PROPERTY MANAGEMENT SYSTEM
to their specific reservation requests. The data-collection process must be examined
carefully because of its impact on FOMs as they forecast sales and work to maximize
RevPar.
Guest Information
Guests supply specific information when they make a hotel reservation. Depending
on the method used to make a reservation, the amount of data collected can range
from extensive to minimal. Although each PMS is formatted somewhat differently,
basic information related to the guest and guest requests must be collected. Figure 8
shows a data screen that appears on a typical PMS when a guest calls a hotel directly
to request a new reservation. The screen contains the data fields that relate directly
to the guest; these fields are labeled by letter:
A. Adults: Number of adults staying in the room
B. Child: Number of children staying in the room
C. Frequent Traveler ID: Identification for frequent-traveler programs that
hotels maintain to reward guests who frequently use a specific hotel or hotel
brand. This field allows the hotel to credit the traveler’s account for the stay.
D. Last Name: Very important field in which proper spelling is critical
E. First Name
Objective 1
Present an
overview of how
the PMS provides
information for
management
planning and 
decision making
Four Rs of 
Front Office 
Information 
Management
Objective 2
Describe factors 
important when 
selecting PMS
reports for
development and
discuss concerns
about their 
distribution and
analysis
Report
Development,
Distribution, 
and Analysis
Objective 4
Review how a 
PMS maintains 
and reports
information 
about room 
types sold and 
available, and
about room 
status
Rooms
Management
Data
Objective 3
Explain how a
PMS maintains
detailed
reservations
records related to
guests and their
specific needs
Reservations
Management
Data
Objective 5
Provide details
about how a
PMS can help 
the FOM to 
forecast demand 
and price the 
rooms inventory
Revenue
Management
Data
Objective 6
Review the need 
for numerous 
records (reports) 
beyond those 
applicable to 
reservations, 
rooms, and 
revenue and 
consider the role 
of the PMS in 
the hotel’s 
accounting 
process 
Records and
Accounts
Management
Objective 7
Present factors to
be addressed as
hotel personnel
select a PMS
Selecting a
PMS
ROADMAP 3
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