Introduction to working with the HMS system

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Introduction

The "HMS Servio" system (hereinafter referred to as the System) is a hotel management system or other business entity that provides temporary accommodation services (for example, a guest house). It is designed for:

• automation of the guest check-in process;
• management of the room inventory;
• management of the staff;
• automation of document flow.

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Choosing a Hotel for Work

Depending on the configuration, the System version may be local or network-based. The local version allows working with a single hotel. In the network version, hotel selection is available. The list of hotels available for selection depends on the user’s access rights and the activity status set for each hotel.

Selecting a hotel for work is performed in the user authorization window before logging in or in the top status bar after the user has logged in. To view information about all hotels, select “All”. If all hotels are selected for work, then when performing certain operations, such as booking or check-in, a message will appear prompting you to select a specific hotel where the guest should be booked or checked in.

Access to hotels is configured in the user account by setting checkboxes next to the names of the required hotels.

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Functional Capabilities

The System provides the following functional capabilities:

• hotel room booking;

• guest check-in and check-out;

• creation of lists of tariffs and services, currency exchange rates, and other reference directories;

• adding information about events held on the premises of the hotel enterprise;

• service pricing, creation and configuration of price lists (including automatic service charges), and special tariffs;

• allocation of funds between guest accounts and the hotel enterprise accounts;

• assignment and optimization of housekeeping tasks, including consideration of the time required for housekeepers to move between floors and hotel buildings;

• registration of items lost by guests and returned to them;

• messaging between registered System users;

• assignment of tasks of various types to staff, with tracking of their progress and notification of task participants;

• integration with the LP Servio loyalty program;

• integration with restaurant systems;

• integration with external booking systems;

• data exchange (export and import) with the “1C: Accounting” and “1C: Trade and Warehouse” software;

• administration.

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System Update

System users are notified in advance about a version update and the need to save entered data. The notification text is arbitrary, for example: “Attention! The Servio website will be updated at 14:15 (please save your data).”

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Interaction with Other Software Products

The System is open to integration with external software products. Integration is achieved through complete flexibility in configuration. When interacting with other software products, the System acts as the primary source from which data are transmitted to external systems.

The System interacts with restaurant management systems, lock management and access control systems, the “1C: Accounting” and “1C: Trade and Warehouse” software (hereinafter referred to as accounting software), online booking systems, as well as billing systems that provide accounting for the cost of telephone calls, Internet usage, and other services.

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User Groups and Their Available Tasks

The interface and general principles of working with the HMS Servio software are described in the document "HMS Servio. User Guide for Working with Screen Forms". Attention! The document lists the tasks available to each user group by default. Only the System administrator can change this list.Bold text

Based on access levels to program functions, System users can be divided into the following groups.

«Receptionist» has access to:

• working with guest, group, company, and event cards;
• viewing the list of residents for the current date;
• booking rooms for guests and guest groups;
• check-in of guests and guest groups;
• room transfers for guests and guest groups;
• check-out of guests and guest groups;
• viewing the hotel room grid;
• working with accounts: splitting guest accounts and transferring charges from target accounts to other accounts;
• viewing the room occupancy chart;
• viewing currency exchange rates;
• viewing the hotel floor plan;
• guest search;
• viewing and registering lost and found items;
• viewing unsaved guest and group cards;
• viewing the charge journal;
• viewing room statuses and housekeeping, as well as assigning tasks to housekeepers;
• performing night audit;
• messaging with other System users;
• working with events (viewing the list, adding, editing, searching);
• assigning tasks to users.

«Sales Manager» has access to:

• editing information about hotel rooms;
• working with companies (viewing the list, adding, editing, searching);
• working with company payment details (viewing the list, adding, editing, deleting);
• viewing summary information about hotel rooms;
• creating and configuring price lists and special tariffs;
• creating service and event directories — lists of services, currencies, events, surcharges (including tourist tax), service groups;
• creating and configuring additional conditions that can be included in the room rate — number of places, number of services, time intervals, seasons, weekdays, number of persons, complex conditions, service provision period;
• generating reports;
• as well as the functional tasks of the "Receptionist" user group.

«Accountant» has access to:

• viewing lists of debtors and creditors;
• preparing data for export to accounting software and viewing export archives;
• changing currency rates;
• configuring tax accounting;
• generating reports;
• as well as the functional tasks of the "Receptionist" user group.

"Administrator" has access to performing all the tasks listed above.

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Rules for Setting Priorities

When performing a series of operations in the System, reference data are consulted to select a specific record (specific rule) for use in calculations. In some directories (for example, “Price Lists” or “User Scenarios”), the concept of priority is used, allowing the user to set the order in which records are checked for applicability in calculations.

The record with the lowest priority value is considered first; if it does not meet the calculation conditions, the next record is checked, and so on, until a record (rule) meets the calculation condition.

The lower the priority value, the higher the priority. The highest priority is assigned to rules with a value of "0". If multiple records have the same priority value, the record that appears first in the database will be checked first in calculations.

When setting priorities, the principle of “from specific to general” should be followed. The less detailed a rule is, the more likely it is to be applied and chosen for a particular case. Therefore, a rule with greater detail should be assigned a higher priority.

Example. Suppose that two conditions, “A” and “B”, need to be applied in a calculation.
The directory contains the following records:

If the records are assigned priorities 0, 1, 2, the System will first check condition “A”, and since this condition is met, it will be applied.

If the records are assigned identical priorities, for example 1, 1, 1, the result will depend on the physical order of the records in the database, making it unpredictable.

The correct way is to assign priorities in the order 2, 1, 0. In this case, the System will first check the condition with priority “0”, which will yield a negative result: {A, B, C} ≠ {A, B}. Checking the next condition with priority “1” will give the desired result: {A, B} = {A, B}, and the corresponding calculation algorithm will be applied.

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Використовувані терміни, визначення та скорочення

The System uses a number of terms, definitions, and abbreviations (the System glossary), which are listed below. Additionally, the glossary can be accessed in a web browser on a separate page by clicking the System logo.

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System Glossary

The page presents the main concepts, definitions, and abbreviations used in the HMS «Servio» System.

Definitions

System – the HMS «Servio» hotel management system
Hotel, hotel enterprise – an enterprise that provides temporary accommodation services
LP Servio Loyalty Program – a loyalty system under which bonus and discount programs operate
Loyalty Cards – cards issued by the LP Servio program. Depending on the type of program recorded on the card, its use in the System varies:

• bonus component card – bonuses are accrued on the loyalty card for payment of hotel stays. Accrued bonuses can later be used for payment of accommodation services as well as for additional services;
• discount component card – a special price list is applied for accommodation and additional services, as well as discounts at partner companies (e.g., restaurants)
  

 Installation – a computer on which the HMS «Servio» software is installed. A single installation can process data from multiple hotels, but a hotel cannot be assigned to multiple installations

 Guest – a person staying in a room for whom a guest card has been created and a personal account opened. If multiple people are checked into a room but the personal account is opened for only one of them, all residents are considered guests

 Guest Profile – the guest’s personal data, including questionnaire information, identification documents, and guest preferences. A profile is completed for each person staying in a room. Profiles are stored in the database and attached to guests during subsequent stays

 Operator Company – the company from which the booking was made and with which contractual relations are generally established. The operator company may operate under a special price list, pay for guest accounts, and receive a commission. An operator company may also be a source company

 Source Company – the company from which the guest arrived

 Service Provider Company – a company that provides services to guests during their stay at the hotel. Services (accommodation, meals, housekeeping, etc.) may be provided by one or multiple companies

 Service Package – a service consisting of several different services combined according to certain principles. For example, the package service “Accommodation” includes “Accommodation” and “Breakfast”

 Base Currency – the currency in which all calculations in the hotel are carried out by default. The base currency for each hotel is set in the configuration file when adding the hotel to the System

 Price List Currency – the currency in which a service price is set in the price list. The price list currency may differ from the hotel’s base currency

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Time Terms

Check-in Time, Guaranteed Check-in Time – the time of day after which a guest’s check-in is guaranteed. This parameter is set in the hotel settings. By default, the System considers 14:00 as the check-in time
Checkout Time – the time by which a guest must vacate the occupied room. By default, the System considers 12:00 as the checkout time
Early Check-in – checking a guest into a room before the standard checkout time. The time period considered as early check-in or late checkout is set in the settings and may vary for each hotel. Typically, early check-in and late checkout are subject to additional charges
Late Checkout – checking a guest out of a room after the standard checkout time
Service Usage Time – the date and time when a service is provided to the guest, in the format day-month-year-hour-minute-second. By default, it is considered 23:59:59 on the day the service is provided

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Abbreviations

VIP – Very Important Person. A status assigned to a guest who is considered important for the hotel
DB – Database
Ad/Ch/ChP – Adults/Children/Children Paying. This abbreviation is used in table column headers to indicate the number of adults, children, and children who have reached the age from which hotel accommodation is chargeable
Acc/Account – personal account of a counterparty (guest, group, company, event)
TIN – Taxpayer Identification Number
MFO/BIC – Interbranch Exchange/Bank Identification Code. Bank code
VAT – Value Added Tax
Tourist Tax – a fee for temporary accommodation services (overnight stay). The tourist tax does not apply to all guest categories; for example, business travelers may be exempt
Full Name – surname, first name, and patronymic
BL – Blacklist. A status assigned to an “undesirable” guest who violates accommodation rules and ignores hotel policies

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Guest Statuses

NCB – New Card, Booking. Assigned during a new room booking and remains in effect until the procedure is completed
BR – Booking. Assigned after the initial booking is completed and remains in effect until the next status is assigned (NSL, NC, CN)
NCR – New Card, Check-in. Assigned when initiating a new direct check-in for the current date (bypassing booking) and remains in effect until the procedure is completed
CHK – Check-in. Assigned after the direct check-in procedure is completed and remains in effect until the next status is assigned (RES, CN)
RES – Resident. Assigned to a guest currently staying at the hotel and remains in effect until check-out (status CKO)
NC – No-Show. Assigned if the guest does not check in to the hotel on the date specified in the booking card. Remains in effect until the next status is assigned (RES, CN)
CN – Canceled. Assigned after the guest card is canceled
CKO – Checked Out. Assigned after the guest has checked out of the hotel

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