CiHMS is a fairly new hospitality management solution in the market. We recently launched our software to the public amid the COVID-19 pandemic. Understanding the hardships and challenges a new PMS might have faced, we acknowledged the lack of practical operations on multiple business models’ practices at a much larger scale. Challenges come hand in hand with opportunities. In the midst of the pandemic, we had received an event to prove that our system is capable of big-scale at any time: 192 reservations – over 82,000 transactions, were routed into a single guest profile. Our clients were amazed at how massive the routing function can handle without missing any details.
What does it mean by Routing Transaction?
In hotel operation, Routing is an action of forwarding charges/transactions in a set of reservations to a room, guest folio. This functionality allows hoteliers to manage all the transactions for the group in one spot. This tactic is quite common. For example, a company books several rooms for a corporate meeting and wants all room charges routed to one specific room for corporate payment. In this case, the routing for each room reservation sends rate and tax charges to that specified room.
Routing options can be varied depending on the characteristics of the group. Typically, reservations can be routed by room charge only; room and laundry; room and breakfasts; or all charges. For our CiHMS PMS, we can customize options for routing depending on hotels’ operational needs. Giving flexibility in group reservations can help prevent unexpecting requests that hoteliers might not be able to see all through. Take last year as an example, we allowed routing rooms by TA (travel agents), which has been widely used when traveling was in season. It had sped up the check-in and check-out procedure for guests.
Routing in action
During the pandemic, the Vietnam government has called out the local hotels and resorts for help in providing accommodation for quarantined people. Some have voluntarily become “quarantine-friendly” hotels to contribute their share back to the community. Recently, one of our clients has joined this positive campaign and welcomed large groups of guests for long-term stays: 192 reservations for a quarantine period of 21 days.
- Serving 3 meals per day and snacks upon requests
- Room services and laundry were available
- Following the strict sanitary standards and “Safe to stay” policy to ensure the guests and employees working in a safe environment.
- All transactions regarding the group activities were forwarded to 1 single guest profile.
This “quarantine” experience has proved that CiHMS system capabilities can unleash PMS performance during a crisis, and our hospitality management solution is reliable.
The 21 days went by in a click. Thanks to the routing functionality, our customer had successfully issued the VAT tax invoice with detail of 82,000+ transactions for the guests at the check-out tables.
We were blown away knowing such a massive number of transactions had routed for a reservation on the event. An OTA might pass over an average of 200-300 bookings for a group booking at the max. The group duration might fluctuate anywhere from 3 to 12 days top. Generally, this probably generates up to 10,000 transactions at best. If this pandemic did not happen, we would never know how many transactions a routing function can process. Again, our very high standard requirements in software development seemed to pay off.
At CiHMS, we strongly believe it’s not just another hospitality management solution, but also an opportunity for hotels to practice outside of their comfort zone, ready to adapt and transform with the constantly evolving world.