Report of MIS

1. HOTEL RESERVATION
SYSTEM
By:
Apeksha Bajgain
Sarada Baram

2. Introduction to the Organization
o Kathmandu Marriot Hotel
o 5-star service
o Located in the heart of Kathmandu
o Appropriate for organizing a conference or event
o Development of IS and IT
o Integration of business activities and IS
o New ways of communicating, booking a flight, reserving a room in a hotel
o IS as a backbone for the tourism industry

3. Introduction to the System
o Yffjh
o Property Management System (PMS)
o Central Reservation System (CRS)
o Website booking engine, channel manager, revenue management system.

4. Introduction to the System
Revenue
Manager
CRS PMS
Online Travel Agencies
Global Distribution System
Metasearch Websites
Data

5. Organizational Structure
 General Manager
 Executive Assistant Manager
 Assistant Executive Housekeeper
 Marketing and Sales
 Accounting and Finance Department
 Front Office

6. Organization Chart

7. Business Process and Problem Analysis
• Identification of source of business
• Communication with the hotel
• Formulation of the reservation request
• Reservation acceptance
• Confirmation notification
• Modification and pre-arrival activity

8. Problem Analysis
Capabilities
• Allows multiple booking option
• Build guest relationship prior to their arrival
• Reservation management
• Respond quickly to reservation challenges
• Obtain expert decision to satisfy customer’s
expectation
• Secure card payment system
Problems and Limitations
• High chance of fraud or scam through online
booking
• Server problem/error
• Problem in refund policy after cancellation of
reservation
• May take long period of time for reservation
• May create difficulty to interact with the
employee in large hotels

9. Swot Analysis
Strength
 Cloud powered
 High adaptability
 Excellent efficiency
and productivity
 Speed to market
 Strong and decisive
leadership
Weakness
 Unwilling to convince
 No direct customer
interaction
 Confusing service
policies
 Need of internet
access
Opportunities
 Full utilization of
internet
 Continuous availability
of system
 Better customer service
 Boosts an organization’s
competitive advantage
Threat
 Increasing
competition
 Customer
expectation
 Safety concerns
 Change in trends