timeshare & lodging systems - hospitality net · • timeshare and hotel operations within ......
TRANSCRIPT
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ConvergingTimeshare & Lodging Systems
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LodgingTime Share
What to Look for in a Mixed-Use Facility
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Panel:
Ian ColeDirector, Strategic Technology – Starwood Vacation Ownership
Steve D’Erasmo Manager, Information Technology – Walt Disney World
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Session Overview
• Mixed-Use Model definition• Lodging and Timeshare Systems
Overview• Functionality of Mixed-Use Systems• Convergence of Mixed-Use Systems• Future of Mixed-Use Systems
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What is the “Mixed-Use Model”?
• Timeshare and Hotel operations within same property or complex
• Shared facilities and services• Multiple ownership structure
– condo association– single owner– Management company
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Typical Lodging Systems Overview
• Property Management System (PMS)• Central Reservations System (CRS)• Point of Sale system (POS)• Yield / Revenue Management System• Sales / Catering System• Lots of interfaces
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Typical Lodging Systems
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PropertyManagementSystem (PMS)
Reserv ationsCheck-In
Charge PostingCheck-OutEnd-Of-Day
Accounts Receiv ableHousekeepingPBX Operators
CentralReservations
System(CRS)
InternetReservations
Sales &Catering
Point Of Sale(POS)
RevenueManagement
Back OfficeAccounting
PBX
GolfReservations
In-RoomServices
ElectronicDoor Locks
EnergyManagement
System(EMS)
GlobalDistribution
Systems(GDS)
SPAServices
CallAccounting /Voice Mail
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Typical Timeshare Systems Overview
• Sales and Marketing Systems• Owner / Member Management• Owner / Member Reservations• Property Management System (PMS)• Home Owners Association Systems
(HOA)• Mortgage Systems• Escrow / Re-Sales
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Typical Timeshare Systems Overview
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Inventory &Contract
ManagementSystem
CondoAccounting
CreditUnderwriting
Escrow
ContractPrinting
Dues
Loans
PropertyManagement
System(PMS)
MemberReservations
"Do Not Call"Lists
MemberHistory
ExchangeInventory
TitleInsurance
Resales
Sales &Marketing
Use YearsMember RecordsBusiness Rules
ContractsInventory Controls
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Mixed-Use Systems Overview
Combine the Lodging and Timeshare Systems
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Lodging Systems Timeshare Systems
+PropertyManagementSystem (PMS)
Reserv ationsCheck-In
Charge PostingCheck-OutEnd-Of-Day
Accounts Receiv ableHousekeepingPBX Operators
CentralReservations
System(CRS)
InternetReservations
Sales &Catering
Point Of Sale(POS)
RevenueManagement
Back OfficeAccounting
PBX
GolfReservations
In-RoomServices
ElectronicDoor Locks
EnergyManagement
System(EMS)
GlobalDistribution
Systems(GDS)
SPAServices
CallAccounting /Voice Mail
Inventory &Contract
ManagementSystem
CondoAccounting
CreditUnderwriting
Escrow
ContractPrinting
Dues
Loans
PropertyManagement
System(PMS)
MemberReservations
"Do Not Call"Lists
MemberHistory
ExchangeInventory
TitleInsurance
Resales
Sales &Marketing
Use YearsMember RecordsBusiness Rules
ContractsInventory Controls
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Mixed-Use Systems Overview
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Inv &Cnt
Condo
Escrw
CntPrint
Dues
Loans
Credit
Resv"DNC"Hist
Exc
Title
Resale
Mktg
GDS
PMSCRS
Web
S&C
POS
RMSB/O
PBX
GolfHSIAELS
EMSSpa
CAS
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Simplified Mixed-Use Systems Overview
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PMSRESV
ACCT
PHONE
I / F
INV /CONTRACTFIN
SALES
RESV
MEMBERDATA
AHEAD
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Owner / Member Management
• Owner / Member “Rights”– Unit Type / Size / View– Booking windows– Home resort vs. system wide rights– Exchange Company– Frequency program (Hotel points…)
• Special Reservations Channels– Unique call centers– Members-only web sites
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Owner / Member Management
• Timeshare systems are customer-centric -that customer information is needed at the property level– Simple – use reservation notes, etc – Better – Property access to Owner Data / Systems– Ideal – PMS is “aware” of owners – contributes to
Owner profile
• Property ownership differences may cause information sharing challenges (franchise / joint-venture)
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Inventory Management
• What’s your model?– Fixed weeks, float, points– 7 day, splits, daily– Combined vs. Separate (Inn / Villa)
• How much inventory do you have?– Projected and Actual C/O dates– Projected Sales Pace– Projected Exchanges / Conversions
• How much inventory can I rent (Which day?) “Developer inventory”– Monetized via rental inventory– Market through alternate systems (GDS, CRS)
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Inventory Math
How many rooms can I rent on 1/1/05?100 Villas as of 6/22/04
- 60 Sold as of 6/22/04- 20 Sales from 6/22/04 to 1/1/05 (Projected)_____
20 Rooms “Developer Inventory” on 1/1/05
But Wait…There’s More!
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Inventory Math
How many rooms can I rent on 1/01/05?20 Villas “Developer Inventory”
+ 15 Villas in Owner Rental Pool (Projected)+ 5 Villas from Hotel Points conversion (Proj)_____
40 Rooms available for rent on 1/01/05
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Inventory Math
How many rooms can I rent on 06/01/05?• Same formula, different numbers
– Different # of owners– Different sales pace (seasons)– Different amount of physical inventory due
to construction– Etc.
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Reservations
• Members in Good Standing• Booking windows
– What, where, when
• Points chart ties to accommodations based on season
• Exchanges– External, internal, private affiliates, chain-
wide options
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Reservation Issues
• Zero rate = ADR FUN• Likely have separate systems / call centers for
Owner vs Transient reservations• Reservations flow from Owner Reservation
system to PMS– How much information gets transferred?– When does the reservation flow to PMS?
• Information flow back to Ownership system– Changes at the property level– Consumption data
• State requirements for tracking reservation denials
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On-site Servicing
• Auto check-in for fixed week usage• Separate vs Combined Front Desk• Separate vs Combined Inventory
– Complex / Tower Logic
• Establishing credit for member incidentals• Metrics need to be differentiated
– The dreaded ADR question
• Entitlements and services included– Auto-posting for extras and a la carte requests– Charging by guest type– Posting rhythms
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Housekeeping
• Operating expense for Condo Association
• Types of service offered– Auto-posting for extras and a la carte
requests– Charging by guest type– Posting rhythms
• Reports to reflect level of service desired
• Tracking amenities• Complex inspections
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Administrative
• Lock-offs = dynamic number of units sold
• Use-years (a.k.a. things expire)
• Tie-in to Affinity programs– member profile vs. CRM profile
• Modifying reservation upon arrival• Multiple ownership requires accounting based
on source of inventory– Developer, points conversion, owner rental
• Reporting needs are many
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Simplified Mixed-Use Systems Overview
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PMSRESV
ACCT
PHONE
I / F
INV /CONTRACTFIN
SALES
RESV
MEMBERDATA
AHEAD
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Bridging the Gap
• Interfaces – custom code in each system to pass information
• Middleware – standards based transfer of information
• Wednesday morning session (8:00 am)
Disparate Systems / Middleware
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Looking Ahead
• No one solution does it all today• More players in the market will demand
turn-key solutions– If we can’t buy, we’ll build
• Understand your needs• “One version of the truth”
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Questions
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