Lesson 2: Hospitality Industry Technology & Systems PDF

Lesson 2: H O S P I TA L I T Y I N D U S T RY TECHNOLOGY AND TYPES OF H O S P I TA L I T Y I N D U S T RY TECHNOLOGY SYSTEMS  HOSPITALITY INDUSTRY TECHNOLOGY AND TYPES OF HOSPITALITY INDUSTRY TECHNOLOGY SYSTEMS  Hotels are under such pressure to keep up with expectations of g...

Lesson 2: H O S P I TA L I T Y I N D U S T RY TECHNOLOGY AND TYPES OF H O S P I TA L I T Y I N D U S T RY TECHNOLOGY SYSTEMS  HOSPITALITY INDUSTRY TECHNOLOGY AND TYPES OF HOSPITALITY INDUSTRY TECHNOLOGY SYSTEMS  Hotels are under such pressure to keep up with expectations of guests that they are implementing new technologies to regain their edge. Leading hospitality properties are using technology products to differentiate themselves from their competition and thereby increase market share and improve revenue. Hospitality Industry Systems (HIS) Hospitality Industry Systems is a collection of components that work together to provide information help in the operations and management of a hospitality organization.  Components of Hospitality Industry System  Sales, reservations, rooms and revenue management  Food and beverage (F&B) applications, inventory control, purchasing, receiving and storage  E-mail, intranet, extranet, voicemail and video conferencing  Human resource applications  Personal Computers (PCs) and computer networks accounting  Point of Sale (POS) and Catering management  Types of Hospitality Industry Technology System 1. Group Information Systems The systems allow group of associates within a department to share data and information that will help manage the department‘s functions. These systems sometimes utilize a local-area network (LAN) in which the employees of a business can communicate and work with one another simultaneously via different computers within a complex of buildings.  Types of Hospitality Industry Technology System 2. Electronic Mail Electronic mail (e-mail) is a type of work group information system that allows the staff and guests to communicate from different locations. Messages can be posted and retrieved within seconds by the use of e-mail. A number of hotels provide in-room connections that allow their guests to check their e-mail. With e-mail, letters and memos that normally would be sent on paper are transmitted electronically, from one computer in the network to another.  Types of Hospitality Industry Technology System 3. Organizational Information Systems  Organizational information systems are used throughout a company and can be accessed by a number of associates. They are sometimes called enterprise information systems. These systems are controlled by several computers, which are separated by long distances. Examples of these systems are:  payroll  time and attendance  guest history  reservation system  Types of Hospitality Industry Technology System 4. Global Information Systems  Companies that do business outside their own country are called international businesses. These worldwide businesses have information systems that allow them to stay linked. These systems are called global/international information systems. They use international technologies and systems that allow them communicate and make effective transactions.  High-speed Internet service is one form of information technology that these businesses can utilize. With the help of Internet and computer-based software, companies can speed transactions between one country and another.  Types of Hospitality Industry Technology System 5. Hospitality Management Systems  Hospitality management systems are the software that runs your hospitality business. From the food ordering system in your restaurant, to online accommodation booking software, it enables efficient communication and management of your operation, ultimately increasing revenues.  Types of Hospitality Management System  Accommodation management software- Accommodation software packages range from those aimed at bed and breakfasts and small motel owners to ones for running big hotels, clubs and resorts. The basic package offers simple guest and room management, while the more complex ones cover every aspect needed to manage and run a big hotel chain. This includes reservations, service, retail, inventory, staff roster and training, accounting and much more.  Types of Hospitality Industry Technology System  Housekeeping/maintenance software- Easy-to-use software for the housekeeping and maintenance departments of your accommodation place will increase the efficiency of cleaning and servicing of rooms.  Online Reservation System- This software package is essential to any accommodation place. It helps you increase direct online bookings instantly. Prospective guests can view hotel rooms (size, choice of beds), availability and prices, plus services and facilities offered.  Types of Hospitality Industry Technology System  Point of Sale (POS) Operations Systems- This includes restaurants and bars, the hotel gift shop, spa, tour desk and other guest services. It should have the options of direct payment or charge to room. Apart from recording normal vending operations, it should include issuing daily transaction reports to management or the accounting office, and a daily revenue report.  Administration Software- This module is directed at top management and offers access to all levels of the organization. It provides instant access to the data base of all sectors, ensuring total transparency of operations overseeing and early intervention by senior staff can prevent mistakes being made by inexperienced employees and save money and the reputation of your business. Choosing and introducing hospitality management systems for the business is a significant undertaking, both operationally and financially. But once up and running, the system will increase efficiency, cut costs and improve the service in the company. You will have happier staff and happier guests, who will promote your business and ultimately increase your revenue.  The Hotel Industry  The hospitality industry is composed of those establishments responsible for providing guests with bed and food at a certain cost. Planning for guest’s stay in this industry would be challenging as it includes managing accommodations, aggressive pricing and marketing, forecasting, and implementing reporting controls.  A flexible system that provides information and feedback to measure financial impact and quality is also important to ensure its success especially that various hotels are located anywhere so competition becomes complex in all aspects. As discussed in in the introductory chapter of this book, hospitality or lodging industry can be composed of the following:  Hotels  Motels  Apartels  Condotels  Inns  The Hotel Industry  The following are common hotel classifications which in the complexity of its services offered, needs a complete hotel management system.  Airport Hotels-these are hotels located near airports and are conveniently located to provide any level of service from just a clean room to room service. They may provide bus or limousine service to the airlines when needed to address guest’s needs.  Commercial Hotels- these hotels cater mainly to business clients. They usually offer room service, coffee-shop, dining room, cocktail lounge, laundry and valet service as well as access to computers and fax services.  Economy Hotels- as the name suggests, this hotel classification provide a limited service and are known for clean rooms at low prices, meeting just the basic needs of travelers.  Suite/ All-Suite Hotels- these are hotels which offer spacious layout and design. Most business people like the setting which provides space to work and entertain separate from the bedroom. As the name suggest, all rooms are in suite type.  The Hotel Industry  Residential Hotels-these are hotels that used to be very popular. The typical residential hotel offers long term accommodation. These are mostly seen in the business centers and areas where access to main cities can be found.  Casino Hotels- these are hotels that are often quite luxurious. Their main purpose is actually in support of the gambling operation. In the country, casino hotels often offer top name entertainment and excellent restaurants.  Resort Hotels- these are hotels that are planned destination of guests, usually vacationers. Hotels of this classification are located at the ocean (for some countries), near the ocean, or in the mountains away from inner cities. These may offer any form of entertainment to keep their guests happy and busy.  MIS in the Hotel Industry  MIS application in the hotel industry is very vital. Without a proper system in all aspects of its operation, reaching to guest needs, adapting to trends and other changes in the industry, maximization of profit, and all others will be difficult and is challenging. Consistency might be overlooked and information needed might not be enough to make decisions. These will then result to a mismanaged business, which in the long run may cause to bankruptcy.  MIS applications in hotels can then be summarized below:  Guest profile  Occupancy rate  Future projections  Monitoring expectations  Needs for communication  Guest database