HRM 136: Quality Service Management in Tourism & Hospitality PDF

HRM 136: Quality Service Management in Tourism & Hospitality Teachers’ Guide Module #20 Name: _________________________________________________________________ Class number: _______ Section: ____________ Schedule:...

HRM 136: Quality Service Management in Tourism & Hospitality Teachers’ Guide Module #20 Name: _________________________________________________________________ Class number: _______ Section: ____________ Schedule: ________________________________________ Date: ________________ Lesson title: Service Information Delivery System Materials: Lesson Objectives: SAS At the end of this module, I should be able to: 1. Define information system. References: 2. Discuss the use of service delivery information system. Total Quality Management for Hospitality and Tourism by Robert, Sturman & Heaton https://www.thefreelibrary.com COC Teacher’s Guide Productivity Tip: Before you do anything else, take a few moments at the start of each day to organize and declutter your workspace. Having a clutter-free environment helps you think more clearly and produce better results. A. LESSON PREVIEW/REVIEW 1) Introduction (2 mins) Please read this guest testimony; "The gentleman who escorted me to my room at The Ritz-Carlton asked how my day was, and I told him, the poor guy," says Hanna. "He said he'd be happy to book me into the spa, or send up a masseuse, or even have a rose-petal bath drawn for me, and I'd have loved all of that. But there was no time." So, he told Hanna to wait a moment, and then he returned with a scented candle. "I was so touched, I was speechless -- it was so thoughtful and helpful, like something a friend would do," says Hanna. "So, I told the people at the desk. And now whenever I check into a Ritz-Carlton, there's a candle waiting for me." Ritz-Carlton Hotels use a global database to store information about their guests, so whenever a guest stays in any Ritz-Carlton hotel, there is already a stored information of the guest such as preferences, likes, dislikes and requests. In this way, the hotel is able to deliver a better experience for the guest. Today’s module will be about service information delivery systems and the use of technology for gathering information for service. 2) Activity 1: What I Know Chart, part 1 (3 mins) Try answering the questions below by writing your ideas under the first column What I Know. It’s okay if you write key words or phrases that you think are related to the questions. This document is the property of PHINMA EDUCATION  HRM 136: Quality Service Management in Tourism & Hospitality Teachers’ Guide Module #20 Name: _________________________________________________________________ Class number: _______ Section: ____________ Schedule: ________________________________________ Date: ________________ What I Know Questions: What I Learned (Activity 4) 1. What is an Information System? 2. What is a centralized reservation system? 3. What is a POS? B.MAIN LESSON 1) Activity 2: Content Notes (13 mins) INFORMATION AND THE DELIVERY SYSTEM Information is required to make the service delivery system work. That system includes both people and the processes by which the service and any accompanying tangible product are delivered to the customer. The nature of the service product and the delivery system unique to that product will determine what the ideal information system should be. The use of service delivery information system: What is an Information System? Many organizations work with large amounts of data. Data are basic values or facts and are organized in a database. An information system is defined as the software that helps organize and analyze data. So, the purpose of an information system is to turn raw data into useful information that can be used for decision making in an organization. Using Information System in knowing your Customers This document is the property of PHINMA EDUCATION  HRM 136: Quality Service Management in Tourism & Hospitality Teachers’ Guide Module #20 Name: _________________________________________________________________ Class number: _______ Section: ____________ Schedule: ________________________________________ Date: ________________ Examples: Using of Data warehousing application The Wyndham Hotels and resorts uses data warehousing application to allow customers enrolled in its frequent-guest programs to use its Web site to configure rooms to their liking. Member of Wyndham ByRequest can log on and create a detailed guest profile of their preferences like what floor they like, nearness to elevator, pillows, drinks, etc.) This information is combined with members’ guest history data to customize and thereby enhance their experience at any Wyndham hotel. This technology will allow frontline employees to access complete guest information stored in the hotel’s database. In restaurants, the information system can improve service delivery by including information about the freshness of the food products used to prepare the meals. Labels with date of production or purchase on food products and sophisticated inventory systems are all examples of how an information system can be designed to ensure that the chefs have the information they need to make the right decisions about using or not using the available ingredients to produce the fresh meals they are responsible for preparing. Though the information is related to the product--the ingredients--and to the service delivery system, its primary purpose is to ensure that product delivery is "just-in-time." Ensuring freshness has another dimension that information system can help manage - food safety. Gather information on service quality Acquiring this information, organizing it into a usable form, and disseminating it to managers and service providers is critical to ensure that service delivery and other problems are identified and resolved. Example: Getting the fact into the information system that guests are annoyed and frustrated by a hotel's automatic telephone-answering system is a first step, but it is worthless unless the manager and other employees responsible for guest satisfaction get the same information promptly. Finally, the information system must be designed to ensure that someone follows up on such service quality problems. This document is the property of PHINMA EDUCATION  HRM 136: Quality Service Management in Tourism & Hospitality Teachers’ Guide Module #20 Name: _________________________________________________________________ Class number: _______ Section: ____________ Schedule: ________________________________________ Date: ________________ Getting information to the People The information system can be used to ensure that all the people involved in delivering the service have the information they need to do their jobs in the best possible way. Providing the hospitality employee with the information necessary to satisfy and even wow the guest is an effective way to add value to the guest experience. Information Technology for Expertise Information technology now allows the hospitality organization to provide expert skills without paying experts to provide them. using information and information technology to enhance the hospitality organization's ability to provide a valuable service and provide easy use for the guest as well. Example: Centralized Reservations at Marriott Like most hotel chains, Marriott has a centralized reservation system that all callers reach when calling in for rooms. The reservationists have access to the entire inventory of rooms available on all brands that Marriott owns and can help the caller find a room that best matches the desired price point and time when the caller wants to come. Instead of calling each hotel, the person needing a room calls the centralized reservation system and talks to a reservationist who offers complete information about how best to meet that person's lodging needs. Information Delivery systems for Front-of-the House and Back-of-the House operations Another major part of the hospitality service delivery information system ties together the front of the house, or those people and operations serving the guest, with the back of the house, or those people and operations who serve those who serve the guest. Coordination between these two geographically separate parts of the service delivery system is critical in providing a seamless experience for the guest. Example: Point-of-Sale Systems Point-of-sale (POS) systems have been developed to help managers, servers, and cooks do their This document is the property of PHINMA EDUCATION  HRM 136: Quality Service Management in Tourism & Hospitality Teachers’ Guide Module #20 Name: _________________________________________________________________ Class number: _______ Section: ____________ Schedule: ________________________________________ Date: ________________ jobs better. The server enters the order on a keyboard or touch screen, and it is transmitted back to the cook station for preparation. Capabilities beyond that depend on the system's sophistication level. All POS systems ensure that the orders are entered in the proper sequence so that the hot foods are served hot and the cold foods are served cold and not the other way around. The information system follows a predetermined protocol that gets the hot orders to the hot order cook with sufficient lead time so that their completion will coincide with the preparation of the cold food on the same order. The Daily Count A good illustration of how an information system can improve experiences for customers and results for the company is a daily count system. Example: At Disney, every guest entering the park is counted and added to the total in the park at that time. Based upon their extensive attendance database and knowledge of arrival-rate distributions, Disney can accurately predict after the first hour of operation how many guests will come into the park during the whole day. This information can then be used to inform the food and beverage people how much food needs to be taken from central storage facilities and brought into the park's various restaurant and food-service locations, and how many salads, soups, and other pre- prepared food items need to be on hand. THE HOSPITALITY ORGANIZATION AS AN INFORMATION SYSTEM Perhaps the easiest way to understand how information ties the hospitality organization together is by considering the organization itself as a big information system. The main purpose of the information network is to provide each person with whatever information This document is the property of PHINMA EDUCATION  HRM 136: Quality Service Management in Tourism & Hospitality Teachers’ Guide Module #20 Name: _________________________________________________________________ Class number: _______ Section: ____________ Schedule: ________________________________________ Date: ________________ that person needs to serve the customer when that person needs it. Looking at the organization in that way, everyone becomes a transmission point on the organizational network--gathering, sending, and processing information into a decision-friendly format. Those responsible for designing the organization as an information system must consider how all these network participants are linked together and what each participant's information needs are. 2) Activity 3: Skill-building Activities (with answer key) (18 mins + 2 mins checking) Let’s practice! After completing each exercise, you may refer to the Key to Corrections for feedback. Try to complete each exercise before looking at the feedback. Exercise 1: Write short responses for the questions: a. What is the purpose of an information system? b. The hospitality organization itself is a big information system, what is the purpose of the information network? Exercise 2. Give 2 examples for each: a. Information Delivery systems used in Restaurants This document is the property of PHINMA EDUCATION  HRM 136: Quality Service Management in Tourism & Hospitality Teachers’ Guide Module #20 Name: _________________________________________________________________ Class number: _______ Section: ____________ Schedule: ________________________________________ Date: ________________ b. Information Delivery systems used in the hotel Exercise 3. Internet Research. Research about top Information Systems Used in the Hotel Industry. Write down 5 information systems and what are their purposes/uses? 3) Activity 4: What I Know Chart, part 2 (2 mins) You’re almost done! It’s time to answer the questions in the What I Know chart in Activity 1. Log in your answers in the tables. 4) Activity 5: Check for Understanding (5 mins). Please answer the following questions: a. Some hotels use data warehousing. How can data warehousing help frontline employees? This document is the property of PHINMA EDUCATION  HRM 136: Quality Service Management in Tourism & Hospitality Teachers’ Guide Module #20 Name: _________________________________________________________________ Class number: _______ Section: ____________ Schedule: ________________________________________ Date: ________________ b. How can the information system through inventory systems help chefs or kitchen crew? c. How can daily count system such as attendance database and knowledge of arrival-rate distributions help amusement parks like Disney? C. LESSON WRAP-UP 1) Activity 6: Thinking about Learning (5 mins) A. Work Tracker You are done with this session! Let’s track your progress. Shade the session number you just completed. {*Teacher directs the student to mark their place in the work tracker which is simply a visual to help students track how much work they have accomplished and how much work there is left to do. } This document is the property of PHINMA EDUCATION  HRM 136: Quality Service Management in Tourism & Hospitality Teachers’ Guide Module #20 Name: _________________________________________________________________ Class number: _______ Section: ____________ Schedule: ________________________________________ Date: ________________ B. Think about your Learning Did you have challenges learning the concepts in this module? If none, which parts of the module helped you learn the concepts? _____________________________________________________________________________________________________________ Some question/s I want to ask my teacher about this module is/are: ______________________________________ _____________________________________________________________________________________________________________ FAQs 1) Aside from transmitting order from the dining area to the kitchen, what other operations does POS do for the restaurant? - Restaurant point of sale systems, or restaurant POS, allow restaurants to deliver great customer service by managing orders, payment, and promotions. They also ensure that restaurant management is made easier through reporting, stock, and labor control. 2) What is hotel management software? - Hotel management software is technology that allows hotel operators and owners to streamline their administrative tasks while also increasing their bookings in both the short- and long-term. Hotel management software needs to enhance the guest experience from booking to post-stay. KEY TO CORRECTIONS Exercise 1: Write short responses for the questions: a. What is the purpose of an information system? - the purpose of an information system is to turn raw data into useful information that can be used for decision making in an organization. b. The hospitality organization itself is a big information system, what is the purpose of the information network? - The main purpose of the information network is to provide each person with whatever information that person needs to serve the customer when that person needs it. This document is the property of PHINMA EDUCATION  HRM 136: Quality Service Management in Tourism & Hospitality Teachers’ Guide Module #20 Name: _________________________________________________________________ Class number: _______ Section: ____________ Schedule: ________________________________________ Date: ________________ Exercise 2. Site examples for each: 1. Information Delivery systems for Restaurants Point of Sale (POS) systems Inventory Systems 2. Technology Information Delivery systems in the hotel Warehouse database Centralized reservation system Exercise 3. Internet Research. Possible answers 1. Transaction Processing System - allows business transactions involving the collection, retrieval, and modification of transactional data. 2. The Point of Sale (PoS) System used in the Hotel Industry - keeps track of merchandise sales, keeps track of payroll, labor, and sales, as well as generates records which may be useful for accounting purposes. 3. Management Information Systems - provide the information required by the hotel for proper management of staff and the facilities. 4. Property Management Systems (PMS) - facilitate the automation of important functions such as guest booking, guest information, online reservations, as well as sales and marketing. 5. Decisions Support Systems - aid the decision-making process. This system is particularly important in ensuring that the hotel operations are functional and that decisions are made in a timely manner. Source: https://www.soegjobs.com/information-systems-used-hotel-industry/ Activity 5: Check for Understanding (5 mins). Please answer the following questions: a. Some hotels use data warehousing. How can data warehousing help frontline employees? - This technology will allow frontline employees to access complete guest information stored in the hotel’s database. b. How can the information system through inventory systems help chefs or kitchen crew? - ensure that the chefs have the information they need to make the right decisions about using or not using the available ingredients to produce the fresh meals they are responsible for preparing. This document is the property of PHINMA EDUCATION  HRM 136: Quality Service Management in Tourism & Hospitality Teachers’ Guide Module #20 Name: _________________________________________________________________ Class number: _______ Section: ____________ Schedule: ________________________________________ Date: ________________ - ensure that product delivery is "just-in-time." Ensuring freshness has another dimension that information system can help manage - food safety. c. How can daily count system such as attendance database and knowledge of arrival-rate distributions help amusement parks like Disney? - Disney can accurately predict after the first hour of operation how many guests will come into the park during the whole day. This information can then be used to inform the food and beverage people how much food needs to be taken from central storage facilities and brought into the park's various restaurant and food-service locations, and how many salads, soups, and other pre-prepared food items need to be on hand. TEACHER-LED ACTIVITIES {These are standard instructions for teachers.} A. If this session happens to be a face-to-face, in-classroom learning session: 1) Collect completed work in the SAS. 2) Allocate your contact time with students to individual or small group mentoring, monitoring, and student consultations. 3) You may administer summative assessments (quizzes, demonstrations, graded recitation, presentations, performance tasks) during face-to-face sessions. 4) You may also explore supplementary activities that foster collaboration, provided that social distancing is observed. 5) You may provide supplementary content via videos, etc. It is important to remember that students who cannot make it to face-to-face, in-classroom sessions for health and safety reasons, should not be given lower grades for missing in-class activities and should be given alternative summative tests. B. If this session happens to be an at-home learning session for the students: 1) Check and grade collected SAS and other input from students. 2) Schedule phone calls/virtual calls/virtual chats to individual students or small groups of students to monitor work, provide guidance, answer questions, and check understanding. This document is the property of PHINMA EDUCATION