“Hotel management information system”

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The project was undertaken at The Grand Magrath Hotel, Bangalore. A detailed study of the functioning of the organization was undertaken in this study. The main objective of the study was to find out how the management information system is helping the company in order to integrate the various functions in the organization and how CRM – software is helping them to serve the customer in a better way.

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“Hotel management information system”

  1. 1. Management information systems Project on Hotel management system The Grand Magrath Hotel SUBMITTED BY Govinda Biswas 1
  2. 2. TABLE OF CONTENTSSl.no Topic Page no1. Introduction to hotel industry 32. Introduction to hotel 63. Information systems 7 3.1 Front desk 7 3.2 Housekeeping 9 3.3 Web reservation engine 10 3.4 Point of sales 11 3.5 Reports 12 3.6 Administration 12 3.7 Customer relationship management 134. Conclusion 14 2
  3. 3. INTRODUCTION TO THE HOTEL INDUSTRY According to the British laws a hotel is a place where a ―bonafied‖ traveler canreceive food and shelter provided he is in a position to for it and is in a fit condition toreceive. Hotels have a very long history, but not as we know today, way back in the 6 thcentury BC when the first inn in and around the city of London began to develop. Thefirst catered to travelers and provided them with a mere roof to stay under. Thiscondition of the inns prevailed for a long time, until the industrial revolution in England,which brought about new ideas and progress in the business at inn keeping. The invention of the steam engine made traveling even more prominent. Whichlead more and more people traveling not only for business but also for leisure reasons.This lead to the actual development of the hotel industry as we know it today. Hotel today not only cater to the basic needs of the guest like food and shelterprovide much more than that, like personalized services etc.Hotels today are a ―Home away from home‖.CLASSIFICATION OF HOTEL Hotel can be classified into different categories or classes, based on theiroperational criteria. For example the type of accommodation they provide, location ofthe property, type of services provided, facilities given and the clientele they cater to canhelp categories hotels today.Hotels today are basically classified into the following categories: 1. Market segment: Economy / limited services hotel Mid market hotel 3
  4. 4. All suite hotels Time-share hotels Executive hotels Luxury / Deluxe hotelsProperty type: Traditional hotel Motels Bread and breakfast inns Commercial hotel Chain hotel Casino hotel Boutique hotels Resorts o Spa‘s o Conference resorts According to size: Small hotels [150 rooms] Medium hotels [up to 299rooms] Large hotels [up to 600rooms] 4
  5. 5. LEVEL OF SERVICES:World-class services: They target top business executives and provide service s that cater to needs ofsuch people like lap tops in the rooms, business center, sectarian services.Mid range services: They appeal to the larger segment of traveling public [tourist]. The servicesprovided by the hotel are moderate and sufficient to budgeted travelers.Economy / Limited services hotel: They provide comfortable and inexpensive rooms and meet the basicrequirement of the guest. These hotels may be large of small in size depending on thekind of business they get. The key factor behind the survival of these hotels is that theyare priced very low and are in the budget of most of the travelers.OWNERSHIP AND AFFILIATION:Independent hotels: They have no application with other properties. They have their ownmanagement and are single properties with one owner.Chain hotels: They impose certain minimum standards, levels of service, policies andprocedures to be followed by their entire establishment. Chain hotels usually havecorporate offices that monitor all their properties and one management runs theseproperties. That is all the hotels under the chain are completely owned and run by thechain itself. 5
  6. 6. Introduction to the HotelThe hotel we chose for our project is “The Grand Magrath Hotel“The Grand Magrath is testimony to a more gentle way of lining. Of fine dining andequally fine hospitality and service. All in location that could only be called the districtand shopper‘s paradise.The Grand Magrath is probably all that a seasoned business or leisure traveller canwant in a hotel. Central and quiet with an edge of services that can be described asdiscreet, and pleasing. The exclusive rooms and suites are ideally suited to thediscerning corporate or leisure traveler. All air conditioned in a wi-fi (wireless)environment with comforts that are perfected to international standards.Facilities and Features Internationally pleasing rooms and suites with all amenities including a wi-fi environment for the business traveler. Multi-specialty favourites come together in ‗30 grand‘ the restaurant for the best of Continental ,Tandoor, and Indian. Excellent outdoor banqueting in a purpose designed landscape setting. A conference hall with a capacity of over 200. A well equipped gymnasium. Ample parking in the premises Business and shopping areas in the immediate vicinity.The 6
  7. 7. Information SystemThe Grand Magrath hotel is using the IDEA Information system. This information systemcontains the following modules.1. Front deskIDEA Front desk is a no-compromise, Enterprise Level management solution that offersa long list of powerful features to streamline your work and enhance productivity. Such asystem would usually bringforth an impression of a Complex application that could takedays to understand and months to master. A long & taxing training may appearinevitable, and so would the efforts to retain the operational staff that is trained.IDEA offers Front desk with its revolutionary design and Graphical Interface thatdramatically cuts costs and simplifies the tasks of managing your Front desk.ReservationsCreating a Single or a Group reservation on IDEA Front desk is as simple as drawing iton its Reservation Chart Interface. One can use the Quick Reservation form to do thisinstantly, or choose to enter details in the appropriate Reservation Forms, and manageits components with complete control. Features like applying multiple room rates,booking on different date ranges for different room types, or accommodating specialrequests of Group etc. are all easy to add and update on a simple principle of "click tochange".Hotel Snapshot: Access an interactive visual matrix of all rooms. In this detailedoverview of the hotel; the status —available/reserved/checked-in/out/blocked— alongwith guest‘s last name is available. By clicking on detail, the user can accessinformation about that room including;guest‘s detailsreservation detailsnew reservation assignment 7
  8. 8. Create a new guest:nameaddresscredit card(s)references attributesCreate a reservation :Assigns a guest to a specific room(s)Sets a period of continuous datesNotes method of arrival (car, bus, taxi etc)Prints guest check-in cardAccess report :of guests scheduled to arrive/depart for a specific datePrint check-in cards for all/selected guest for a specific dateCheck-in guests as they arriveEdit reservations : past, present and future —change dates, rooms etc.Re-assign guests to a different roomSplit reservations: account for people who may change rooms during a single visitNote if the guest has requested a specific roomNote circumstances that mandate the room cannot be changedAdd charges to the rooms including gift shop, spa and restaurant chargesCheck-out guests including form of payment(s) cheque, traveler‘s cheque and creditcards. For non-cash payments a reference number is collected (check number,authorization code etc)Receive transaction data from a credit card swipe machine 8
  9. 9. Work Shift :opening and closing functionsaccounting for financial transactions (opening balance, closing balance by paymentmethod etc).GroupsMake group reservations for two or more rooms reserved under one name.Dynamic and flexible despite being ease to useEnsure capacity for the entire group.Individuals are assigned to specific rooms – potentially with varying arrival anddeparture dates— at a later timeSingle payment made for the rooms booked by the groupIndividual payments made for the rooms booked by the groupThe room association with the group reservation is maintained at all times and thegroup leader‘s details are always available for reference.2. HousekeepingThis is where the front desk is linked to your housekeeping staff. All communication —regarding rooms that need to be cleaned, inspected and/or repaired —flows throughhere.IDEA seamlessly integrates the Hotel Front desk with Housekeeping tasks and keepsthem simple. The Housekeeping module lets you organize rooms quickly, and lets youmanage the job of assigning work to your Housekeeping team and monitor them withminimal fuss.System automatically assigns room status at the beginning of the day (dirty or inspect).Daily Housekeeping report : Staff access a printable report of daily check-ins,checkouts, occupancies, vacancies, and maintenance notes as well cleaninginstructions 9
  10. 10. Staff can return to the report and change the status from dirty/inspect to ―Cleaned‖ or―Inspected‖.Staff may also change classification to ―Repair‖ if there exists a maintenance issue withthe room.Notes on a repair can be included with updates. Repair issues persist as notes for theroom with only unresolved repairs appearing on the daily housekeeping report.Housekeeping is a separate security area so users may be granted clearance to thismodule with or without clearance to other modules.3. Web Reservation EngineIDEA Web Reservation System integrates seamlessly to your hotel website and helpsyou increase direct booking revenues instantly. It is an extensively featured webbooking engine that allows both single and group reservations with immediateconfirmations. The IDEA web booking page can be customized match your websitedesign extensively.Guests can book multiple rooms for multiple dates in one go, and can also book or buyadd-on services offered by your Property in advance. These bookings get confirmedinstantly through credit card guarantees or deposits that are processed directly throughthe secured web booking page.The IDEA web booking process has been specially engineered to let you offer themaximum to attract your online bookers. The booking process has been kept uniquelysimple for your prospective guests, to increase conversions by letting them completetheir bookings in well defined, easy to follow steps, quickly.In the Web Reservation Form, you can set your terms for Booking & Cancellations.This is a pretty straight forward reservation interface that allows Web site visitors tobook online.Guests can view rooms, pricing and room availabilityReceive a confirmation emailGuests can only book by room category and not specific rooms 10
  11. 11. Multiple rooms for multiple guests (groups) are allowed as well as a request for an extrabed (rollaway)4. Point-of-sale (POS) systemIDEA lets you manage a wide variety of services at your property through its integratedPoint of Sale terminals. This includes Restaurants, Mini bar, Spa, or even services likethe Travel Desk, City Tours and much more. All orders and services of a POS can besold directly to the Guests, or transferred to their room as "Room Service" (to thechecked-in rooms only). IDEA further lets you offer the POS merchandise & serviceswith the rooms tariffs as rate inclusions. This is done with amazing simplicity and witheasy-to-define posting rhythm and calculation rules through our innovative Rates &Package Manager. This powerful feature gives an edge to your Business by letting youpromote your property through a wide array of inclusive rates and packages on variousdistribution mediums.Purchase of items in hotel gift shops or restaurant/ bar billing is documented on thismodule.After selecting the appropriate profit center to use, staff can create a sale by addingitems from the store inventorySale total along with taxes is updated as each item is added or deleted from the salePayment information can either be entered to complete the transaction or assigned to aguest‘s room for payment at a later date.A transaction number is available for referenceStaff is able to separate POS purchase from a reservation in order for the guest to payfor them separatelyPurchase details are stored and saved for future referenceA detailed receipt is available for printout should that be requestedPOS is a separate security area so users may be granted clearance to this module withor without clearance to other modules. 11
  12. 12. 5. ReportsPerhaps the most important part of an organization‘s operations is its reports. Reportsare what let you judge your current performance, what it lacks and how you canimprovise your services in the future. Towards this end you can generate and view nnumber of reports via this module. Access is granted strictly by clearance. All interfacesare interactive and easily navigated to & fro with a single click.Below are samples of the types or reports that are available to specific staff based ontheir duties & clearance:Daily Report – POS transactions: number of transactions and total revenue for thespecified day.Daily Report – Reservations: check-ins and checkouts for the specified day.Daily Report – Reservation cards – details of each new guest arriving (1/2 page each).Daily Report – Detailed line item of transaction for the specified day.Daily Report – Close-out: Revenue by type: Cash, check, MC, Visa etc.Daily Report – Housekeeping: list of check-ins, checkouts, occupied and vacanciesincluding any maintenance notesOccupancy percentage rates by time period and by room categoryOccupancy revenues (sales and taxes separated) by time period (summary anddetailed transactions versions).POS revenues (with sales and taxes separated) by time period (summary and detailedtransaction versions).6. AdministrationOn this module you can effortlessly set-up hotel functions and introduce anycustomization that you may need. This affords you maximum maneuverability in case ofchanges you might want to introduce at various times. This maneuverability in turn letsyou individualize your services according to customer preferences.Creation of room categories and featuresSet Rates by room categories and season 12
  13. 13. Set season dates for multiple yearsAssign different clearance status‘Add, edit and disable employeesEstablish form of paymentOrganize store inventorySet tax ratesRoomsRoom name/numberRoom Bed Type (Dorm Bed, Twin, Double, Triple, Campsite)Dorm Beds are noted as by type: Male/Female/Co-EdBath – private or sharedTaxed – Yes/No (all are default ‗yes‘ except for campsite)Number of extra beds possible (default is 0)Photos – upload and store room photos: exterior and interiorSeasonsYou can create dynamic seasons on either an annual or perennial basis:Set different season dates each yearSet season name, start and end datesRatesYou can assigns rates to all existing room categories:Season wiseExtra bed, etc.Store InventoryYou can:Create profit centers: Gift shops, restaurants, etc.Enter product name, brief description, priceDeclare it a taxable or non-taxable itemProfit centers are non- inventorial; sales are tracked without an on hand balance. 13
  14. 14. EmployeesYou can add, edit and disable employee accounts/clearance, limiting access to systemfunctionality by the user login information.TaxesYou can create and assign local taxes to sale type. Currently, the application onlyhandles two tax rates: occupancy tax for rooms and sales tax for POS purchases.Forms of PaymentYou can list accepted forms of payment: cash, check, credit – visa etc.7. Customer Relationship ManagementThe IDEA software provides online customer feedback form, from which the data iscompiled and is used to maintain the customer records. Further the feedbacks are usedfor business growth. 14
  15. 15. CONCLUSIONBusiness systems can be very complex, requiring awareness of multiple views,relationships and states. Understanding business systems is important because thatunderstanding helps us understand the business itself. Technology increases businesscomplexity by facilitating the assembly of new systems, and connecting many differentcomponents. While increasing complexity, technology also brings new tools that makedoing business more productive. While early business information systems focused onspecific activities of limited scope, modern information systems support all businessactivities in an organization‘s value chain. The large computer systems of the enterprisecan be divided into three broad categories: Business Information Systems, OperationsInformation Systems, and Management Information Systems. All of these systems areintegrated through Enterprise Resource Planning. The use of these systems makebusiness transactions simpler and more efficient. 15

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