Analysis of Hotel Management System Group Members: Trupti Rane Gowthaman Karunanidhi Bhavesh Sadiwala Richa Bhasin
Introduction This project is aimed at building a management information system using computer technology for the hotelindustry. Technology in the form of computers, communication devices and laborsaving mechanical equipment hashad and will have a major effect on the way in which hotels are managed and operated. The speed with whichinformation is accumulated, stored, manipulated and transferred is such that today most travelers expect that thehotel rooms they rent will allow them to be as productive as they are in the office or at home. Moreover, the legal andregulatory environments are increasingly important to all business managers, and hotel operators are no exception. The management task for a hotel consists of a number of processes like room reservation, room services,front desk, lodging, transport, food and beverages, security, staff management etc. These processes involve a lot ofinformation which is created and shared between them and it is only imperative that there should exist a centralizedinformation management system to effectively facilitate this information sharing for the smooth functioning of the hotelbusiness. It is also important to understand the impact of environmental i.e. external variables on these businessprocesses. These variables like hotel’s geographic location, competitor vicinity, supplier availability, staff training,restaurant availability nearby etc. are important factors which can adversely affect an otherwise sound processmanagement for the hotel industry. The management system should be tracking information regarding thesevariables as well. Moreover, analytical tools will be integrated with the system to enable managers perform analysis ofthe available data and make strategic decisions and create promotional offers based on customer preferences.Additionally, a website will be developed to collect information about the customers and provide them with acommunication tool to interact with the hotel staff. The centralized database to be used for this new system will alsobe accessed by this website to enable the customers to have a consistent view of information related to hotelservices. The website will be an additional source for collecting information about customers not physically present atthe hotel. The proposed hotel management system will enable faster information processing regarding variousbusiness processes helping the staff to better serve their customer needs in lesser time aimed at enriching the overallcustomer experience.
Hotel Organization structure STAKEHOLDERS: THEIR ROLES AND RESPONSIBILITIES 1. General Manager• Responsible for allotting specific jobs to the employees• Maintains performance-check by keeping in touch with all departments within the hotel• Conducts business meetings to promote room sales• Coordinates with the HR Department• Prepares and manages budget with Accounting Department
2. Assistant Manager Under the influence of a skilled General Manager, the Assistant manager can play an important role. They are as follows:• To foster group problem solving and decision making• To build a feeling of joint responsibility for overall hotel performance• To foster top-down, bottom-up and horizontal communication• To assign duties, access programs and control activities• To build interdepartmental cooperation 3. Food and Beverage Department This department mainly functions to serve food and drinks to the hotel guests. There are three subunits under this department. They are as follows: 3.1 RESTAURANT: SUPERVISOR:• Receives guests and works with the co-workers to provide better quality of service• Organizes the staffs and allots specific job according to the timetable• Resolves complains STAFF:• Here the staff acts as the chef where he/she organizes a variety of culinary specialists responsible for different aspects of food preparation• Takes food orders• Serves drinks and food items• Generates bill and forwards it to the accounting department• Receives tips• Cleans the restaurant after the closing time• Contacts the laundry department for cleaning the used table cloth, etc 3.2 BAR: SUPERVISOR:• Receives guests and works with the co-workers to provide better quality of service• Organizes the staffs and allots specific job according to the timetable• Resolves complains STAFF:• Receives order and serves the guests• Generates bill and forwards it to the accounting department• Any food order other than drinks; the staff must inform the restaurant
3.3 ROOM SERVICE: SUPERVISOR:• Works with the co-workers to provide better quality of service• Receives order and informs the respective subunit• Confirms with the room number• Generates bill and forwards it to the accounting department• Organizes the staffs and allots specific job STAFF:• Serves the food and drinks to the respective room number• Hands over the check• Receives tips 4. Marketing and Sales Department• Preparing and administering customer survey with concern for guest satisfaction, advertising methods and incentive promotions 5. Engineering Department The success of engineering function heavily influences the quality of the guest’s stay and also supports the activities of almost other departments in the hotel. These are staffs who have little or no contact with the guests. MANAGER:• Coordinates with the staff members to increase the quality of service• Allots specific job to the staff members working under him/her• Operation and maintenance of the hotel’s entire physical plant, including electrical, mechanical, heating, air- conditioning and ventilation, structure and plumbing• Contacts each subunit; if there is any kind of problem (repairs and renovation) STAFF:• Maintains and repairs equipment that is crucial to all the hotel line’s function; including the food production equipment in the kitchen• Repairs the tables and chairs in the dining room, the furniture’s in the lobby, room and the carts used to transport guests luggage• Responsible for lift maintenance and electricity• Repairs equipments in the fitness room• Also performs minor repairs and renovation
6. Accounting Department• Recording financial transactions• Preparing and interpreting financial statements• Providing management with timely reports of operating results• Payroll preparation• Manages all accounts receivable and payable• The Accounting Department front office cashier tracks all charges to guest accounts• The supervisor reconciles all guest bills with the charges from various hotel departments• Tracking and preparing daily reports on the costs of the food and beverage used in the hotel 7. Room Department This department performs the lodging function of the hotel MANAGER:• Coordinates with the staff members to increase the quality of service• Allots specific job to the staff members working under him/her• Assists in Check-in, Check-out, reservation confirmation and updating reservation system FRONT OFFICE:• Guests must be hospitably received and assigned rooms according to their requirement• Demonstrates the rules and policies of the hotel and the packages available.• Customer registration• The status of available and occupied rooms must be kept current• Guest question must be answered properly• Generates bill for the customers• Reservation is done either by phone or in-person• Cancellation of room• When the quests Check-out, the front office must inform the house keeping so the room may be cleaned HOUSE KEEPING:• Public spaces such as lobbies must be kept clean• All the rooms must be kept clean when it is vacant or unoccupied• Once the room is cleaned, the house keeping must inform the front office so that the room may be sold• Any complains such as repairs or in-need of extra bed, bedsheet or towel; the house keeping must contact the engineering and laundry department respectively 8. HR Department• Initial point of contact and screening for potential employees• Maintains a recruiting team: Recruit, interview and screen prospective employees
• Resolves guest billing discrepancies and other complaints • Prepares budget with general manager • Conducts business meetings to promote room sales 9. Laundry Department MANAGER: • Coordinates with the staff members to increase the quality of service • Allots specific job to the staff members working under him/her • Keeps track of vacant rooms; and accordingly sends the staffs to change the bedsheets, towels,etc STAFF: • Cleaning all the hotel linens and employee uniforms as well as guest laundry • Changes used towels, bedsheets, etc in all the rooms, when the guest Checks-out 10. Security Department • Fire Safety • Investigation of guest security concerns • Emergency communication information 11. Web Designing Team • Maintains the website; the database • Update records for advance online booking • Online cancellation • Maintains list of Regular customers • Keeps track of guest bills • Response to email and receive feedbackInterdepartmental communicationsDepartment Information neededMarketing and Guest history, reservations, first impressions, relay messages andsales guest function information.Housekeeping Room status, potential house count, security concerns and request for amenities and supplies.Food and Relaying messages, accurate voucher information, posting of chargesbeverages to guest accounts, predicted house counts and paid-outs.Banquet Information on schedules events, process of payment of guest charges for scheduled events, preparation of daily function board and marquee, and a public communication post.Controller Daily summary of financial transactions, financial data for billing and
credit card ledgers.Maintenance Room status and guest requests for maintenance service.Security Fire safety, emergency communication and investigation of guest security concerns.Human Initial point of contact and screening for potential employees.resourcesRequirements of Hotel Information systems:Reservation and Booking System • Type Customer Information • Modify Reservations • Mark rooms as occupied and non-occupied • Create wait list for Customers and make the room available for the first customer on the list. • Keep track of checkout timing of Customer and charge for late checkout • Record Payment • Track Customer feedbackTracking and Selling Food System • Track meals purchased • Charge the respective roomGeneral Management System • Generate reports of occupancy for audit, room revenue and food revenue • Allow modification of information on rooms and rates, menu items and prices, user profiles • Creation of users and assigning passwordsTypes of Information Systems used in HotelsInformation systems that are used by the lower level management for day-to-day operations are referred to as OperationsSupport Systems. This includes: • Transaction Processing Systems are used to convert input data into output. These systems help reserve rooms, bill customers, send notifications about payment, purchase inventory from suppliers, pay salaries to employees as well as generate reports about revenue for management purposes. It also allows to add demographic data of customers to keep a track of different profiles of people staying at the hotel. • Process Control Systems are used to monitor and control physical processes through data sensors that can be used for analysis or inform personnel such as sending automatic signal to personnel about broken elevators. Hotels with casinos can use this systems to inform personnel about broken slot machines or the lack of cash in them.
Management Support Systems are used by mid and senior level managers for decision making activities. • Management Information Systems collect data from databases to help generate various reports such as the customer analysis report, profitability report and labor analysis report. • A decision support system helps collect, display, and integrate data from multiple sources to help managers make non routine decisions. Hotel managers can use information about customer preferences to provide personalized services or determine the demand of their hotel in certain cities by collecting industry data. • Executive information Systems help senior managers to plan and make major decisions. They need timely, relevant and reliable information to set performance targets, determine whether they’re being met, and routinely scan the external environment for opportunities and threats. For instance, senior managers can get information regarding revenue trends of a hotel from various activities such as hotel, retail, restaurant, entertainment or casino. • Hotels also make use of Expert Systems that mimic the judgment of experts by following sets of rules that experts would follow. For instance, hotels can use revenue management systems to optimize profitability of the hotel. It can assign extra points to customers that spend a lot in casinos to ensure availability of hotel suites for them even if the hotel is nearly full.