TECHNOLOGY
CHAPTER V – IT: STAYING
HOSPITALITY
INFORMATIONS
SYSTEM
INFORMATION SYSTEM
OBJECTIVES
LEARNING OBJECTIVES:
At the end of this chapter, the students should be able to:
• Demonstrate understanding of the nature of the hospitality industry and its unique
applications of IT;
• Explain how a hotel's property management system works and connects to other
systems in the hotel;
• Explain the role that IT plays in attracting visitors to attractions and events;
• Analyze the different roles of IT in the staging of memorable attraction and event
experiences;
• Discuss the concept of destination management and smart destination and how
information technology provides features to support them.
COMMON IT APPLICATIONS
IN HOSPITALITY INDUSTRY
> Front-office applications: reservation system, check-in/check-
out, room status and housekeeping, in-house guest information, and
guest accounting
> Back-office applications: personnel, purchasing, accounting,
inventory, sales and catering, and financial reports and statistics.
> Guest-related interface applications: call-accounting,
electronic locking, energy management, guest-operated devices, and
auxiliary guest services
> Restaurant and banquet management systems: menu
management, recipe management, sales analysis, and forecasting,
menu-item pricing and cost control
INFORMATION SYSTEM
The following are some of the most widely used
information systems in the hospitality industry:
1. Transaction Processing System
The following are some examples of hotel transaction
process system operations:
- Billing and invoicing
- Sales order entry
- Reservations and booking entries
- Employee payroll
- Product order shipping and sales and other single-or
batch-processing tasks
INFORMATION SYSTEM
2. The Point of Sale (PoS) System
The point of sale is the most common type of information
system used in the hotel industry.
The shortlists below explain where and how hotel property
management software can be used, as well as why it is
useful.
- Financial Reports
- Hotel Administration
- Accounting
- Food-service management
INFORMATION SYSTEM
3. Property Management Systems
(PMS)
This is a comprehensive software framework that is
used to achieve specific objectives such as the
coordination of front-office workers, organizational
tasks, sales, and planning. Important functions such as
guest booking, guest information, online reservations,
as well as sales and marketing, can all be automated
with property management systems.
INFORMATION SYSTEM
Management Information
Systems (MIS)
This system is used functionally in a
variety of fields to assess and promote
organizational and strategic
operations.
It includes aspects such as:
Online Bookings and Reservations:
➤ Hotel Websites
o Generate direct sales and provide greater
control over inventory than other electronic
booking channels.
o Avoid commissions
➢ Features of successful hotel websites:
- interactive and easily navigable
- quality information
- online booking capability
- price comparison features
- maps
- multiple language support
- links to local points of interest
QUOTE
➤ Electronic Hotel Reservations
o Online travel agents (OTAS)
o Metasearch engines.
❖ Specialized accommodation search engines
❖ TripAdvisor
❖ Google Hotel Search
o Channel managers
o Mobile apps
QUOTE
➤ Guest Applications
o Customer relationship management
o Guest history systems
o Guest room amenities
❖ Electronic locking system (ELS)
❖ Guest information and entertainment devices
❖ Guest services technology.
AWESOME WORDS
Check-Ins and
Check-Outs
Housekeeping
AWESOME WORDS
4. Decisions Support Systems
This system is especially crucial for ensuring that the
hotel's operations run smoothly and that decisions are
taken quickly.
The following are some examples of decision support
structures in hospitality operations:
• Price Management of food items
• Rate management of Hotel Rooms
• Dynamic pricing
AWESOME WORDS
Demand Planning of Hotel Rooms:
- Electronic Hotel Room Distribution (Figure) -Hotel Communications:
AWESOME WORDS
Hotel Communications:
- Private Branch Exchange: control the connections
of hotel telephone calls to the outside world for guests and
employees (Figure)
AWESOME WORDS
- Call Accounting System (CAS): allows the hotel to route and
track calls without using the local telephone company
Energy Management System
- Monitor, control and optimize energy consumption in a hotel
- Can link to ELS to determine whether a room is occupied
and can automatically adjust the air conditioning, lighting, and
heating
- Infrared body scanners.
- Electronic bedside control panels and mobile apps
Visitor
Experiences
with IT
AWESOME WORDS
Attractions (Figure)
AWESOME WORDS
Attracting Visitors
- Visitor Information Centers
• Mobile apps
• Media Walls
• Twitter feeds
• Information kiosks
• Tablets
- Sales and Distribution
• Electronic ticketing
"Information systems are not
only instruments of knowledge,
but also engines of change. But
what kind of change will they
bring?"
Jonathan Gray University of Bath
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