HOTELHOTEL MANAGEMENTMANAGEMENT

BUSINESS BUSINESS MODELMODEL

INTRODUCTIONINTRODUCTION World is changing at a very fast pace Adoption of New Technology by Hotels Manual System is out of Date Major Role of technology in all sections

of Hotel Hotels willing to Invest Huge Amounts of

Money In acquisition of latest technology

Better Technology, Better performance-Loyal client Base

Correct mix of software hardware-customer satisfaction

AIMAIM

The Aim of this report is to discuss

the role of information technology in

hotel management model of business

to arrive at few benefits which hotels

can derive from modern integrated

systems

SEQUENCESEQUENCE

Objectives

Functions and Organizational Design

Information System For Hotels

Interfacing Technologies

Conclusion

OBJECTIVES OBJECTIVES

BUSINESS MODELBUSINESS MODEL

OBJECTIVESOBJECTIVES Optimum utilization of technology to

automate various hotel processes Inducing simplicity to ensure that

people are attracted and understand the related technology with ease not annoyance

To apply real time application for all functional areas and easy to configure interfaces to time and cost saving technologies

To keep real time records of all activities including accounting

OBJECTIVESOBJECTIVES System should support multi-user

environment System should be fully automated and

various outputs (reports) should be available online any time

System should be capable to keep track of all the detailed descriptions of the client and the whole details of services offered by the client organization

To manage large volumes of data with a view to acquire timely and accurate information

HOTELSHOTELS

CLASSIC CLASSIC

ORGANIZATION ORGANIZATION

CLASSIC ORGANIZATION -CLASSIC ORGANIZATION -HOTELSHOTELS

Structuring Activities Work Specialization

Departmentalization

Authority to make decisions

Centralization/decentralization

Span of control

Coordination of on going activities

Five Basic Departments

ROOM DEPATMENTROOM DEPATMENT

Performs Lodging FunctionsPerforms Lodging Functions In 1995 Hotel Revenues 60.2%In 1995 Hotel Revenues 60.2% Provides Services Guests During Provides Services Guests During

StayStay

Sub- DepartmentsSub- Departments

Front OfficeFront Office Reservation Reservation

HousekeepingHousekeeping Uniformed ServicesUniformed Services TelephoneTelephone

Food and Beverage DepartmentFood and Beverage Department

Primary FunctionPrimary Function 19 Food and Beverage Outlets19 Food and Beverage Outlets Second Largest Revenue GeneratorSecond Largest Revenue Generator 23.1 Food Sale & 8.6% Beverage23.1 Food Sale & 8.6% Beverage

Food and Beverage Food and Beverage OutletsOutlets

Quick ServiceQuick Service Table ServiceTable Service Specialty RestaurantsSpecialty Restaurants Coffee ShopsCoffee Shops BarsBars LoungesLounges ClubsClubs BanquetsBanquets Catering Functions Catering Functions

Wedding, BirthdaysWedding, Birthdays

Sales and Marketing Sales and Marketing DepartmentDepartment

Department is Quite SmallDepartment is Quite Small Inter Departmental CoordinationInter Departmental Coordination Group Arrivals LowGroup Arrivals Low No need of Sale and Marketing DivisionNo need of Sale and Marketing Division

Sales And Marketing Sales And Marketing DivisionDivision

SalesSales Convention ServicesConvention Services AdvertisingAdvertising Public RelationsPublic Relations

Personnel Department

handle a specialized functionhandle a specialized function Serves no customer bookServes no customer book plays a efficient role in a hotels plays a efficient role in a hotels

efficient operationefficient operation

Sub function of personnel Sub function of personnel departmentdepartment

Employee Employee RecruitmentRecruitment

Benefits Benefits administrationadministration

TrainingTraining

Accounting DepartmentAccounting Department

Combines both staff and Combines both staff and line functionsline functions

Monitors the financial Monitors the financial activities activities

connects to operations connects to operations cost accounting and cost cost accounting and cost control throughout the control throughout the hotel hotel

Accounting DivisionAccounting Division Pays outstanding invoicesPays outstanding invoices Distributes unpaid statementsDistributes unpaid statements Collects amounts owedCollects amounts owed Processes payrollProcesses payroll Accumulates operating dataAccumulates operating data Compiles financial reportsCompiles financial reports Makes bank depositsMakes bank deposits Secures cash loansSecures cash loans Performs other control and processing Performs other control and processing

functionsfunctions

Security DivisionSecurity Division

Patrols the Patrols the propertyproperty

Monitors Monitors supervision supervision equipmentequipment

Ensures safety and Ensures safety and security of guests, security of guests, visitors, and visitors, and employeesemployees

OTHER DIVISIONSOTHER DIVISIONS Some revenue generators that are specific Some revenue generators that are specific

to certain hotels, not existing in othersto certain hotels, not existing in others Extra or other departments that might Extra or other departments that might

exist in a hotelexist in a hotel

Retail Outlets (Shops rented to Retail Outlets (Shops rented to

outsiders or managed by the hotel)outsiders or managed by the hotel)

Recreation Facilities (Fitness Center, Recreation Facilities (Fitness Center,

Tennis Courts, and Cinema Saloons)Tennis Courts, and Cinema Saloons)

Conference Centers Conference Centers

CasinosCasinos

Information System for Hotels

Manual versus Technological SystemManual versus Technological System

Very costly in terms of time and money as

more employees

Load of paperwork is much bigger

Uncertainty as some bookings done on paper

can be misplaced

Adopt new technology and new systems to

facilitate its day-to-day activities

Facilitate efficient and effective management

of any activity in its various fields

Automation of Processes in

Hotels Need to expedite the work in all

regards and full featured Hotel

Management Software Solution

It manages reservations, deposits,

check ins/outs, guest folios, payment,

housekeeping and Accounting system

Flexible, affordable and reliable

solution for guest management

Features of Hotel of Hotel Information SystemInformation System

Increase the businesses integrity Increase the businesses integrity

Improve the customer service by having Improve the customer service by having

guest history at fingertipsguest history at fingertips

Preferences and improve guest experiencePreferences and improve guest experience

Increase revenue by effectively managing Increase revenue by effectively managing

reservations, rooms and rates  reservations, rooms and rates 

Online Reservations to be available to help Online Reservations to be available to help

save costs by preserving the commission save costs by preserving the commission

fees  fees 

Save costs by tying it all togetherSave costs by tying it all together

Automation Of Hotel Processes

Automation Of Hotel Processes

Functioning, a Complex processFunctioning, a Complex process Shift from manual to automated systemsShift from manual to automated systems Few Important Systems are :Few Important Systems are : - Property Management System (PMS) - Property Management System (PMS)

- Global Distribution System (GDS)- Global Distribution System (GDS)- Point of Sale System (POS) - Point of Sale System (POS)

- Restaurant Management System (RMS)- Restaurant Management System (RMS) - Catering Management Software (CMS)- Catering Management Software (CMS) - Back Office and Enterprise systems - Back Office and Enterprise systems

databasesdatabases - Customer Relationship Management- Customer Relationship Management

(CRM(CRM) )

Reservations Reservations

Reservation System Have:Reservation System Have: Quick, complete, and easy to use featuresQuick, complete, and easy to use features Fast inquiry feature for available rooms by type, Fast inquiry feature for available rooms by type,

location etclocation etc Lists the available rooms feature in desired orderLists the available rooms feature in desired order Reservation and guest scanning feature by name, Reservation and guest scanning feature by name,

arrival date, confirmation or group namearrival date, confirmation or group name Automatic guest history lookup and update Automatic guest history lookup and update

featurefeature Analytical reports feature to maximize occupancy Analytical reports feature to maximize occupancy

Reservations (COTD)Reservations (COTD)

Reservation through agentReservation through agent Reservation through Internet (E-Reservation through Internet (E-

Reservation)Reservation) Walk In reservationsWalk In reservations PMS Database is updatedPMS Database is updated

- Room Locking Systems- Room Locking Systems

- Hotel Gym and Spa Facilities - Hotel Gym and Spa Facilities

- Service Charges - Service Charges

- Check In & Check out- Check In & Check out

Accounting And Accounting And ManagementManagement

Accounting And Management Systems Accounting And Management Systems Have:Have:

Hotel accounting setup is definedHotel accounting setup is defined Define, design, and control operation featureDefine, design, and control operation feature Rate assignment by room, type, season, or Rate assignment by room, type, season, or

market segment featuremarket segment feature Package deals and weekly or monthly lease Package deals and weekly or monthly lease

setup featuresetup feature Marketing analysis report featureMarketing analysis report feature

Accounting And Accounting And Management (COTD)Management (COTD)

Accounting Functions e.g. Accounts Accounting Functions e.g. Accounts payable, Accounts Receivable, Auditing payable, Accounts Receivable, Auditing etcetc

Create tariffs and implications on guestsCreate tariffs and implications on guests Limited access to specified staffLimited access to specified staff Real time processingReal time processing Interlinking PMS and Accounting Interlinking PMS and Accounting

software to compare relevant data and software to compare relevant data and produce necessary Informationproduce necessary Information

Guest Room UsageGuest Room Usage

Automatically Updating of Bill Automatically Updating of Bill Room ServiceRoom Service Pay per view and internet usagePay per view and internet usage Telephone billingTelephone billing Mini barMini bar ShoppingShopping Newspapers Newspapers

Restaurant And BarRestaurant And Bar

Touch screens to Place an orderTouch screens to Place an order Self Printing in kitchensSelf Printing in kitchens Self Reduction of stockSelf Reduction of stock Automatic Bill calculationAutomatic Bill calculation Paying modes, cash, credit cards or Paying modes, cash, credit cards or

charged against a Roomcharged against a Room

Software  Credit Card Software  Credit Card Module Module

Payments by credit Payments by credit cards without cards without requiring a stand requiring a stand alone terminalalone terminal

Secure, No breaches Secure, No breaches possible possible

Information is stored Information is stored in encrypted in encrypted databasesdatabases

Hotel Security SoftwareHotel Security Software

Integrates with many security Integrates with many security systems to enable best controlsystems to enable best control

Integrations with Keyless Entry and Integrations with Keyless Entry and Door Lock systems Door Lock systems

Integrations with IP Cameras and Integrations with IP Cameras and Security systems Security systems

User access security (Access Control User access security (Access Control For Staff)For Staff)

THE COMPLETE THE COMPLETE PROCESSPROCESS

INTEGATION TO CRM INTEGATION TO CRM (Customer Relation (Customer Relation

management)management) Powerful Customer ToolPowerful Customer Tool

With this you can manageWith this you can manage

Sales pipelineSales pipeline

Prospect Prospect

communicationscommunications

Marketing campaignsMarketing campaigns

TrackingTracking

Connection between Smart Connection between Smart Hotel Software and CRMHotel Software and CRM

Enables you to follow your Enables you to follow your guest Prospect Creationguest Prospect Creation

Through to saleThrough to sale

Through their Through their ReservationReservation

Follow up marketing to ensure Follow up marketing to ensure they stay with you again.they stay with you again.

Tremendously powerful toolTremendously powerful tool

Smart Hotel Software  Smart Hotel Software  Video on DemandVideo on Demand

Hotel software Hotel software integrations with in roomintegrations with in room

Real time automated Real time automated postingposting

To provide the guests an To provide the guests an experience they will experience they will rememberremember

INTERFACING INTERFACING TECHNOLOGIESTECHNOLOGIES

Switch Boards Billing Guest Calls Calls automatically

stored as charges Automated Room Service Switch Boards

configured for menu selections activated by numbers

Room Cleaning Data entry to indicate room has been cleaned

Voice Activated Tasks All tasks achieved using voice rather than dialing

Automated Display Of relevant Data Switch configured to open relevant screens on computers beside specific extensions

INTERFACING INTERFACING TECHNOLOGIESTECHNOLOGIES

Web Browsers Room Cleaning Cleaners can record

status of room as clean Room Service and Other Shopping Web

screens for purchase from any of Hotel Facilities

Internet Usage Can be costed to room

Peripherals Touch screens used for data entry,

restricted bar and restaurant Bar code wands or portable devices for

stock taking

INTERFACING INTERFACING TECHNOLOGIESTECHNOLOGIES

Radio Frequency and Other Mobile

Devices

Communicate directly with software

being used

Mini bar Systems automatically writing

sales record

Pocket PC hand held used for taking

restaurant orders

CONCLUSIOCONCLUSIO

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