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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Management information systems
Project on
Hotel management system
The Grand Magrath Hotel
SUBMITTED BY
Govinda Biswas

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TABLE OF CONTENTS
Sl.no Topic Page no
1. Introduction to hotel industry 3
2. Introduction to hotel 6
3. 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 13
4. Conclusion 14

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INTRODUCTION TO THE HOTEL INDUSTRY
According to the British laws a hotel is a place where a “bonafied” traveler can
receive food and shelter provided he is in a position to for it and is in a fit condition to
receive.
Hotels have a very long history, but not as we know today, way back in the 6th
century BC when the first inn in and around the city of London began to develop. The
first catered to travelers and provided them with a mere roof to stay under. This
condition 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. Which
lead 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 shelter
provide 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 their
operational criteria. For example the type of accommodation they provide, location of
the property, type of services provided, facilities given and the clientele they cater to can
help categories hotels today.
Hotels today are basically classified into the following categories:
1. Market segment:

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 Economy / limited services hotel
 Mid market hotel
 All suite hotels
 Time-share hotels
 Executive hotels
 Luxury / Deluxe hotels
Property 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]

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LEVEL OF SERVICES:
World-class services:
They target top business executives and provide service s that cater to needs of
such 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 services
provided by the hotel are moderate and sufficient to budgeted travelers.
Economy / Limited services hotel:
They provide comfortable and inexpensive rooms and meet the basic
requirement of the guest. These hotels may be large of small in size depending on the
kind of business they get. The key factor behind the survival of these hotels is that they
are 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 own
management and are single properties with one owner.
Chain hotels:
They impose certain minimum standards, levels of service, policies and
procedures to be followed by their entire establishment. Chain hotels usually have
corporate offices that monitor all their properties and one management runs these
properties. That is all the hotels under the chain are completely owned and run by the
chain itself.

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Introduction to the Hotel
The 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 and
equally fine hospitality and service. All in location that could only be called the district
and shopper’s paradise.
The Grand Magrath is probably all that a seasoned business or leisure traveller can
want in a hotel. Central and quiet with an edge of services that can be described as
discreet, and pleasing. The exclusive rooms and suites are ideally suited to the
discerning 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.

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The
Information System
The Grand Magrath hotel is using the IDEA Information system. This information system
contains the following modules.
1. Front desk
IDEA Front desk is a no-compromise, Enterprise Level management solution that offers
a long list of powerful features to streamline your work and enhance productivity. Such a
system would usually bringforth an impression of a Complex application that could take
days to understand and months to master. A long & taxing training may appear
inevitable, and so would the efforts to retain the operational staff that is trained.
IDEA offers Front desk with its revolutionary design and Graphical Interface that
dramatically cuts costs and simplifies the tasks of managing your Front desk.
Reservations
Creating a Single or a Group reservation on IDEA Front desk is as simple as drawing it
on its Reservation Chart Interface. One can use the Quick Reservation form to do this
instantly, or choose to enter details in the appropriate Reservation Forms, and manage
its components with complete control. Features like applying multiple room rates,
booking on different date ranges for different room types, or accommodating special
requests of Group etc. are all easy to add and update on a simple principle of "click to
change".
Hotel Snapshot: Access an interactive visual matrix of all rooms. In this detailed
overview of the hotel; the status —available/reserved/checked-in/out/blocked— along
with guest’s last name is available. By clicking on detail, the user can access
information about that room including;
 guest’s details

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 reservation details
 new reservation assignment
Create a new guest:
 name
 address
 credit card(s)
 references attributes
Create a reservation :
 Assigns a guest to a specific room(s)
 Sets a period of continuous dates
 Notes method of arrival (car, bus, taxi etc)
 Prints guest check-in card
Access report :
 of guests scheduled to arrive/depart for a specific date
 Print check-in cards for all/selected guest for a specific date
Check-in guests as they arrive
Edit reservations : past, present and future —change dates, rooms etc.
 Re-assign guests to a different room
 Split reservations: account for people who may change rooms during a single visit
 Note if the guest has requested a specific room
 Note circumstances that mandate the room cannot be changed
Add charges to the rooms including gift shop, spa and restaurant charges
Check-out guests including form of payment(s) cheque, traveler’s cheque and credit
cards. For non-cash payments a reference number is collected (check number,
authorization code etc)
Receive transaction data from a credit card swipe machine

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Work Shift :
 opening and closing functions
 accounting for financial transactions (opening balance, closing balance by payment
method etc).
Groups
Make group reservations for two or more rooms reserved under one name.
 Dynamic and flexible despite being ease to use
 Ensure capacity for the entire group.
 Individuals are assigned to specific rooms – potentially with varying arrival and
departure dates— at a later time
 Single payment made for the rooms booked by the group
 Individual payments made for the rooms booked by the group
The room association with the group reservation is maintained at all times and the
group leader’s details are always available for reference.
2. Housekeeping
This 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 through
here.
IDEA seamlessly integrates the Hotel Front desk with Housekeeping tasks and keeps
them simple. The Housekeeping module lets you organize rooms quickly, and lets you
manage the job of assigning work to your Housekeeping team and monitor them with
minimal fuss.
 System automatically assigns room status at the beginning of the day (dirty or inspect).

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 Daily Housekeeping report : Staff access a printable report of daily check-ins,
checkouts, occupancies, vacancies, and maintenance notes as well cleaning
instructions
 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 with
the room.
 Notes on a repair can be included with updates. Repair issues persist as notes for the
room with only unresolved repairs appearing on the daily housekeeping report.
Housekeeping is a separate security area so users may be granted clearance to this
module with or without clearance to other modules.
3. Web Reservation Engine
IDEA Web Reservation System integrates seamlessly to your hotel website and helps
you increase direct booking revenues instantly. It is an extensively featured web
booking engine that allows both single and group reservations with immediate
confirmations. The IDEA web booking page can be customized match your website
design extensively.
Guests can book multiple rooms for multiple dates in one go, and can also book or buy
add-on services offered by your Property in advance. These bookings get confirmed
instantly through credit card guarantees or deposits that are processed directly through
the secured web booking page.
The IDEA web booking process has been specially engineered to let you offer the
maximum to attract your online bookers. The booking process has been kept uniquely
simple for your prospective guests, to increase conversions by letting them complete
their 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 to
book online.

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 Guests can view rooms, pricing and room availability
 Receive a confirmation email
 Guests can only book by room category and not specific rooms
 Multiple rooms for multiple guests (groups) are allowed as well as a request for an extra
bed (rollaway)
4. Point-of-sale (POS) system
IDEA lets you manage a wide variety of services at your property through its integrated
'Point of Sale' terminals. This includes Restaurants, Mini bar, Spa, or even services like
the Travel Desk, City Tours and much more. All orders and services of a POS can be
sold directly to the Guests, or transferred to their room as "Room Service" (to the
checked-in rooms only). IDEA further lets you offer the POS merchandise & services
with the rooms tariffs as rate inclusions. This is done with amazing simplicity and with
easy-to-define posting rhythm and calculation rules through our innovative Rates &
Package Manager. This powerful feature gives an edge to your Business by letting you
promote your property through a wide array of inclusive rates and packages on various
distribution mediums.
Purchase of items in hotel gift shops or restaurant/ bar billing is documented on this
module.
 After selecting the appropriate profit center to use, staff can create a sale by adding
items from the store inventory
 Sale total along with taxes is updated as each item is added or deleted from the sale
 Payment information can either be entered to complete the transaction or assigned to a
guest’s room for payment at a later date.
 A transaction number is available for reference
 Staff is able to separate POS purchase from a reservation in order for the guest to pay
for them separately
 Purchase details are stored and saved for future reference
 A detailed receipt is available for printout should that be requested

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POS is a separate security area so users may be granted clearance to this module with
or without clearance to other modules.
5. Reports
Perhaps the most important part of an organization’s operations is its reports. Reports
are what let you judge your current performance, what it lacks and how you can
improvise your services in the future. Towards this end you can generate and view n
number of reports via this module. Access is granted strictly by clearance. All interfaces
are 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 on
their duties & clearance:
 Daily Report – POS transactions: number of transactions and total revenue for the
specified 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 vacancies
including any maintenance notes
 Occupancy percentage rates by time period and by room category
 Occupancy revenues (sales and taxes separated) by time period (summary and
detailed transactions versions).
POS revenues (with sales and taxes separated) by time period (summary and detailed
transaction versions).
6. Administration
On this module you can effortlessly set-up hotel functions and introduce any
customization that you may need. This affords you maximum maneuverability in case of

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changes you might want to introduce at various times. This maneuverability in turn lets
you individualize your services according to customer preferences.
 Creation of room categories and features
 Set Rates by room categories and season
 Set season dates for multiple years
 Assign different clearance status’
 Add, edit and disable employees
 Establish form of payment
 Organize store inventory
 Set tax rates
Rooms
 Room name/number
 Room Bed Type (Dorm Bed, Twin, Double, Triple, Campsite)
 Dorm Beds are noted as by type: Male/Female/Co-Ed
 Bath – private or shared
 Taxed – 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 interior
Seasons
You can create dynamic seasons on either an annual or perennial basis:
 Set different season dates each year
 Set season name, start and end dates
Rates
You can assigns rates to all existing room categories:
 Season wise
 Extra bed, etc.
Store Inventory
You can:

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 Create profit centers: Gift shops, restaurants, etc.
 Enter product name, brief description, price
 Declare it a taxable or non-taxable item
Profit centers are non- inventorial; sales are tracked without an on hand balance.
Employees
You can add, edit and disable employee accounts/clearance, limiting access to system
functionality by the user login information.
Taxes
You can create and assign local taxes to sale type. Currently, the application only
handles two tax rates: occupancy tax for rooms and sales tax for POS purchases.
Forms of Payment
You can list accepted forms of payment: cash, check, credit – visa etc.
7. CustomerRelationship Management
The IDEA software provides online customer feedback form, from which the data is
compiled and is used to maintain the customer records. Further the feedbacks are used
for business growth.

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CONCLUSION
Business systems can be very complex, requiring awareness of multiple views,
relationships and states. Understanding business systems is important because that
understanding helps us understand the business itself. Technology increases business
complexity by facilitating the assembly of new systems, and connecting many different
components. While increasing complexity, technology also brings new tools that make
doing business more productive. While early business information systems focused on
specific activities of limited scope, modern information systems support all business
activities in an organization’s value chain. The large computer systems of the enterprise
can be divided into three broad categories: Business Information Systems, Operations
Information Systems, and Management Information Systems. All of these systems are
integrated through Enterprise Resource Planning. The use of these systems make
business transactions simpler and more efficient.