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the staff in developing an awareness of the system’s capabilities, as will individual hoteldeveloped step-by-step computer application cue cards.

It is also important to note that employee resistance to change can be overcome with early buy-in to a new concept and a user-friendly training program. The team concept will help employees overcome resistance to change because they are included on the team. Members of the needs analysis team will see an idea develop from concept to fruition. Many employees resist change because they fear they will be unable to perform a new task; a training program that allows adequate time and practice will help introduce the technology and decrease this fear.

Backup Power Sources

What happens if the power goes out? This concern about blackouts, or total loss of electricity, as well as the possibility of brownouts, or partial loss of electricity, is addressed by computer dealers. Battery-powered temporary energy units are used when power is lost or cut to ensure operational data are not lost. Hotel managers who have experienced power losses are well versed in maintaining communication among the departments and posting charges as required. Once the power returns in full, the staff can catch up on posting to the electronic folio.

Maintenance Agreement

One final consideration in adopting a PMS is the maintenance agreement, which should spell out the related costs of repair and replacement of hardware and software. Allowance for emergency service and times available for general service should also be listed. Loaner or backup equipment availability enhances the attractiveness of the agreement.

Financial Considerations

Purchasing or leasing a PMS for hotel use is a major financial decision. Such an investment can tie up cash flow. If the costs and benefits are not realistically projected, profits may be in jeopardy. The first part of this chapter stressed the importance of performing a needs analysis. Hotel properties that match computer applications with needs by going through this process will achieve the most realistic assessment of costs versus benefits when adopting computer systems.

The controller of a lodging property usually prepares a budget in consultation with the general manager. Sales of room-nights, food and beverages, and other products and services are projected. Considered with these projections are the related costs of producing those goods and services. The controller is usually aware of the specific costs in each department—the amount of overtime pay required at the end of the month to produce the monthly inventory in the food and beverage department, the extra part-time help required to staff the front desk for a busy checkout or check-in, the cost to produce a