You will be asked to write reflection papers (single page) for each class meeting or field trip. This practice will ensure the proper transfer of knowledge gained during each week. Reflection papers will be a compilation of your thoughts and experiences from each day in class. You will record what you learned in class, your feelings on the class and the topic of the day and any other pertinent information you wish to include. You will use your ten papers to compile a journal throughout the term. The journal will document your understanding of key concepts and important theories in hospitality technology management. An appropriate reflection paper will include: 1. What I did today. 2. What I learned from it. 3. How I will use this in the future. Total 8 paper, each PDF or PPT 1 single page reflection papers
week_3_mis_presentation.pdf
week4_pms.pdf
week_5_in_room_guest_technology.pdf
week6_restaurant_management_system.pdf
week7_system_maintenance_and_security.pptx
information.rar
Unformatted Attachment Preview
Management
Information System
PR ESEN TED BY VA N ES SA C H EN A ND N I NA L U
F EB 3 , 2020
What is the MIS ?
A management information system
(MIS) is an information system used
for decision-making, and for the
coordination, control, analysis, and
visualization of information in an
organization. (Bourgeois, 2014)
Car Dashboard
Collect Data
Analyze information
Transfer to visualize
graphic
Make decision
Why MIS is important ?
The purpose of the MIS system is to set performance standards
and alert the business owner to deviations from those
objectives in time to take corrective actions. (Adeoti-Adekeye, 1997)
mprove
verall
fficiency
Why Tourism ?
• Tourism is one of the fastestgrowing markets and the
world’s largest economic
sectors that contributes a
significant share to a country’s
revenue (WTTC 2019).
• According to the World Travel &
Tourism Council’s (WTTC), the
Travel and Tourism sector
accounted for 10.4% of global
GDP with US$8.8 trillion and
created 319 million jobs, 10% of
total employment in 2018.
MIS in Travel and
Tourism Industry
Travel management
information system is a process
that focuses on the
identification, collection and
isolation of data.
• It can be collected from
various sources and used for
decision making process.
• The main key points of MIS in
travels and tours can be
explored as: Management of
travel, Strategy planning, and
Sustainability.
MIS Application in Travel and Tourism Industry
Amadeus is a Computer Reservation
System (CRS) or better a Global
Distribution System (GDS). It refers to the
reservation tool travel agents use when
making an air, hotel, car or other travel
service booking.
MIS Application in Travel and Tourism Industry
Enterprise resource planning (ERP) is the integrated
management of main business processes, often in
real-time and mediated by software and
technology.
MIS Application in Travel and Tourism Industry
ERP
Management
Information
System
in
Restaurant Business
How MIS applies in Restaurant business?
• Delivering the
information to
the respective
departments
• Collecting
appropriate data
from various
reliable sources
Collecting
Processing
• Processing data
to extract the
relevant and
useful
information
Delivering
Analyzing
• Selecting the
best alternative
to achieve an
objective
How MIS applies in Restaurant business?
How MIS applies in Restaurant business?
Management
Reporting
System
• Track finances and operations
• Produce reports to compare past and
present financial performance
• Determine operation efficiency
Sales and
Marketing
System
•
•
•
•
Decide which food items in the menu
Forecast sales
Determine effectiveness of advertising
Monitor the distribution channels
How MIS applies in Restaurant business?
How MIS applies in Restaurant business?
Advantages
Disadvantages
• Overview of entire operation
• Expensive well-designed system
• Get feedback about managers’
performance
• Security Issue
• Identifying strengths and weakness
• Quality of outputs governed by quality
of inputs
• Workflow improvements to better
align business processes to customer
needs
• Constant monitoring and maintaining
Trend in MIS
Cloud storage and
sharing
Mobile and Apps
Big Data Analytics
Automation
Discussion Question
• What did you learn about MIS
today?
• Why do you think MIS is important
in business? Or in your field?
• From your work experience or your
study, could you share a challenge
that you have encountered?
• How do you think the current trend
in MIS could help with this
challenge?
Property
Management System
Allison Wahab
Sarah Cabalcar
What Is PMS?
A property management
system (PMS) is software
that facilitates a hotel’s
reservation management
and administrative tasks.
https://www.youtube.com/watch?v=McPpqbG4y
UY
Life of a Booking
Guest
Decides to
Book a
Room
Informatio
n Gets
Analyzed
then
Archived
Inventory
Management
System
Booking
Platform
Property
Management
System
Main modules of property management
systems
Reservation and Distribution
Channel
Manager
Central
Reservation
System
Revenue
Management
BIG PMS BRANDS
WHAT PMS HAVE YOU USED?
Types of PMS used today:
DOS (Disk Operating System)
◦ It is a Command Line operating
system, which was most common of all
Personal Computer operating systems.
◦ Developed by Microsoft in 1970s, it
was widely used in commercial
computers throughout 1980s.
• Fast (f-key Function)
• Easy to fix
• It is very lightweight, so it
does not have the overhead of
the multitasking operating
system.
• It is good for making
workarounds for
managing/administering an
MS system, and for combining
programs.
• Limited Functions
• Old software (upgrades no
longer available
• Unable to work with newer
computers and macs
• Interrupt levels for hardware
needs to be managed by our
self.
Types of PMS used today:
Point and Click, Cloud
Base Systems
◦ Cloud Services are a cloud-based,
mobile-enabled platform for nextgeneration hotel property
management.
◦ Intuitive user interface,
comprehensive functionality for all
areas of hotel management, secure
data storage, and hundreds of key
partner interfaces to meet the
needs of hotels of all types and
sizes
Point and Click Systems
• Being able use on multiple
types of platforms and
devices
• More functionality than
DOS systems
• User friendly
• Easier to intergrade with
other software
• Harder to fix when
crashes
• More expensive
• Reporting can get
convoluted
• Internet reliant (more
security needed)
The
Importance of
a Property
Management
System in The
Hotel Industry
Lesser Time Spent On
Administrative Task
And Lesser Paperwork
Flexible Rate
Management
Bigger Online Presence
Increase In The Number
Of Bookings
Scalable for future expansion
plans
Easy to use and maintain
Factors of PMS
Latest technology base
Integration with existing thirdparty hardware and software tools
PMS FUNCTIONS
Front-Desk Operations
In-Stay
Experience
Data Management
Housekeeping
Billing
Back office, Reporting
Reports and Analytics
Back Office Management
PMS connects to other systems like:
◦ POS (Point-Of-Sale)
◦ CRS (Central Reservation System)
◦ RMS (Revenue Management System)
◦ CAS (Call Accounting System)
◦ EMS (Energy Management System)
◦ ELS (Electronic Locking System)
◦ GDS (Global Distribution System )
◦ CRM (Customer Relations Management)
Things to consider when
choosing PMS software:
Check
Check integration options
Cloud
Cloud solution with mobile
access
Prioritize
Prioritize the ease of use
Pay
Pay attention to the degree of
customization offered by a
provider
Assess
Assess customer support
Calculate
Calculate ROI and spendings
Overall Advantages of PMS:
◦ Improve housekeeping efficiency – getting instant mobile updates when guest
check-out and the rooms are ready for cleaning.
◦ Increase room occupancy by real-time room availability managements across
distribution channels.
◦ Boost sales through direct booking.
◦ Centralize and secure customer data. Understand customers buying patterns.
◦ High performance (speed)
◦ Scalability (adaptable to growth in hotel size)
◦ Component integration (hardware, devices, stand-alone systems work well
together)
◦ Intuitive (designed according to logical workflow)
◦ Help in revenue growth (reports, MIS)
https://www.youtube.com/watch?v=Kgwp7AXV2JQ
THANK YOU!
Guestroom (In-room) Technology
Ted Shi
Misael Garcia
Introduction
• “Guest-room technologies have become the focus
of recent industry initiatives to replicate home base
technologies in hotel rooms and keep the pace with
the technologies by the U.S. consumers”
Beldona & Cobanoglu (2007)
History
…
• In-Room Technology: What Do Your Guests Really
Care About During Their Stay?
Average Person wants:
1.- Interactive TV
2.- Text Messaging Services
3.- Mobile apps
4.- Charging stations and outlets
ww.littlehotelier.com
The effect of in-room technology on hotel performance
The effect of in-room technology on hotel performance
Guest Satisfaction
Revenue
The effect of in-room technology on hotel performance
Guest Satisfaction
In-room technologies that improve guest
satisfaction
VOIP
•
•
•
Pay-Per-View
•
•
Voicemail/Messaging
•
•
Game systems
•
Universal battery chargers
Revenue
13% Revenue increase in room service
department at a five-star hotel by allowing
guests to order the food on tablets instead of
telephones.
High speed internet access
Willing to pay $1-$5 for those technologies:
– Music
– Game console
– Internet on the TV
– HSIA
Electronic Locking System
Magnetic Key Card Door Lock System
• User friendly
• Inexpensive option
RFID Hotel Door Lock System
No swiping or insertion
• Improve sercruity
• It can be programmed to allow or
restrict access to hotel amenities and
other access points.
•
Energy Management and Climate Control System
•
Electronic key card based management systems
•
Body motion detector energy management systems
•
Body-heat detector based management system
In-room minibars
• Traditional minibars (non-automated)
• Semi-automated minibars
• Automated minibars (micro-processor based)
…
Traditional minibars (nonautomated)
• Based on manual checking.
• After the minibar is
restocked, the staff
members have to check
every occupied rooms
everyday to see if anything
has been consumed.
…
Semi-automated minibars
• Equipped with a door alert
system that reports to minibar
central computer system each
time the bar door is opened.
• This way the minibar staffs
know which rooms need
refilling and which rooms do
not.
• Decrease the restocking time
and reduce guest disturbances.
Automated minibars (micro-processor based)
• Capable of monitoring and posting sales transactions, determining refill quantities,
reminding the expiration dates of products offered and enhancing profitability.
• Equipped with sensors that sense when a product is removed from the tray.
In-room Safe box
•
•
Traditionally, hotels used to offer
safe boxes in the front desk.
Today, most rooms are equipped
with modern, small, individual size
safes.
Mechanical key safes
Electronic in-room safes
Key card safes
Code-based electronic in-room
safes
– Smart-card based safes
– Biometric safes
–
–
–
–
Guest-room Phone
•
•
Many hotels nowadays either use PBX
or VoIP technology.
PBX (Private Branch Exchange)
– Allows employees to call each
other, and take and receive
external calls through a number of
external phone line.
– Centralized unit through which
each line can pass rather than
having individual lines for each
phone in office.
– Fewer lines mean fewer costs.
Technology
VoIP (Voice over Internet Protocol)
– Making phone calls over the web, instead of via a traditional phone line.
– Voice is digitized into packets of information that the internet can route to the
recipient which could be another VoIP user or a traditional phone user.
– VoIP service provider will route the call via the public telephone network.
– The cost is much cheaper than using a standard telephone system.
Voicemail/Wake up System
Voicemail
• Most of the hotels that
have telephone in the room
offer voice mail service and
assign a voice mail box to
each guest upon check-in.
• Option to set up the voice
mail and set a PIN code to
access the voice messages.
•
•
•
•
•
Wake up System
Manual wake-up system
Semi-automated wake-up
system
Full-automated wake-up
system
Interactive TV system
Wake up system
Alarm clock in the room
Guest Room Control Panels
The typical functions which can be provided include:
• Room status monitoring such as Do-not-Disturb, Make-up-Room, laundry,
Guest occupancy and many more as per the customer specifications.
• HVAC/AC Control
• Access Control
• Dimming Control
• Lighting Control
• Curtain/blind Control
Self Check-in/out
• Digital keyless entry through hotel application.
• Self check-in/out kiosks
Entertainment
•
•
•
•
•
A good quality of television
Accessing the internet through TV.
A minibar
Wi-Fi
Access to social media platforms
Information
•
•
•
•
Tv channels
Hotel tablets
Texting service
Business Room
Comfort
•
•
•
•
•
Air conditioning
Good lighting
Working station
Comfortable furniture
Current trends
Companies Teaming up
–
Keyless entry
Smart thermostats
Smart hotel lighting (Light sensors)
Streaming devices to TV
High speed internet
Texting concierge/front desk
–
Unlock convenience
Hot
– Wine dispensers
– Robots
– Water dispenser
– Mirror TVs
Wine dispensers
Beverly Hills Boutique Hotel & London West Holliwood
Robot to Deliver Items
• Delivering
Towels
In Room Water Filtration Device
• Conrad New York Downtown
By Rocean Zero
Mirror TVs
• Shangri-La Hotel
Toronto
Guestroom (In-room) Technology
Ted Shi
Misael Garcia
Xiyao Song and Zhou Xing
What is
restaurant management system (RMS)
designed for restaurants, bars, food trucks and others
in the food service industry.
It’s typically includes software and hardware.
It helps the restaurant Owner and manager to manage
the restaurant more effectively and efficiently by
computerizing meal ordering, billing, inventory
control, and more
Why RMS topic
According to Tzeng and Chang(2011) “food service
accounts for over 20% of service revenue, with an
annual growth rate of more than 3%.” Restaurant
industry is trying to provide better service to
customers and giving operators better way to
manage. Restaurant management system is
definitely an important topic in food service
industry, moreover, hospitality management.
Personal Experience.
What are the Features of RMS?
(Current roles)
POS
Inventory management
Menu management
Reporting & Analytics
Customer Satisfaction Software
Table management
Employee Scheduler
Gift cards and loyalty program
Features 1: POS System
Toast surveyed 1,253 restaurant owners, operators, and staff across the U.S. to
understand their thoughts on what makes a great restaurant (in 2019).
Features 1: POS System
(implications)
are systems that enable the business transaction between
the client and the company to be completed.
is a computerized network that consists of the main
computer linked with several checkout terminals and
supported by different hardware features starting from
barcode scanners and ending with card payment
terminals, receipt printer, and cash drawer.
Hardware + Software +Addition functions
It’s a tool to do transaction.
Features 1: POS System
(how it works in transaction processing)
https://www.youtube.com/watch?v=lOwAmqq_LG4
Features 1: POS System
(Trends)
Up until recently, the restaurant POS systems were
old-fashioned cash registers.
Modern POS:
–Flexibility with the types of payments …
–Data feedback…
–Allowing customers to pay on their mobile phone
Other applications:
Features 2: Inventory management
Features 2: Inventory management
(implications)
gain tight control over stocks
track supplies before they run out
generates reports to calculate food costs and
pricing
identify variances like waste, theft, and voids
and improve the back of the house workflow.
Features 2: Inventory management
(how it works?)
https://www.youtube.com/watch?v=p2MBKjn4Yt0
Features 3: Menu and price management
Features 3: Menu and price management
(implications)
Understand profit margins for each dish to seek
profitability
Highlight the money making dishes to increase
demand
Takes labor cost and fixed costs into consideration
Allows you to experiment with different price points
to achieve maximum profitability
Features 3: Menu and price management
(How it works)
https://www.youtube.com/watch?v=01PscP0XvzA
https://www.youtube.com/watch?v=L2fSgLcKUBs
Features 4: Reporting & Analytics
(implications)
Run analytics by consolidating data
from other modules to come up with
insights into your operations.
These insights can be reflected in sales
reports, financial statements, employee
performance reports, and marketing
campaign metrics.
For example: Create a custom profile for
each guest to help you understand your
clientele; Better understand your menu
and make decisions based off the data;
Know what each server is doing and
how well they are doing it
Features 4: Reporting & Analytics
More Features: Employee Management
This feature usually comes with a calendar and an
employee portal. The calendar shows available and
taken slots, while the portal enables employees to
book their own schedule.
It avoids conflict in schedule and makes it easy to
spot days that are understaffed or overstaffed, giving
your room to make quick adjustments.
The scheduler may offer time-tracking and payroll
system features for seamless attendance-payroll
processing.
More Features:
Gift cards and loyalty program
The system generates printed or digital gift cards that
guests can purchase online or on-site. Gift cards are
swiped or scanned, and the transaction, including
balances that apply, is automatically captured and
recorded by the POS.
Since the gift card is a function of a loyalty program, in
most systems, you can run reports based on gift card data
to gain marketing insights.
It gives you a picture of your repeat or referral sales. The
gift card is typically linked to a CRM, which captures
customer data when they purchase or use the gift card.
More Features:
Table management
you can bring to take orders at
tableside or on-site is practical,
efficient, and ensures data
accuracy.
These devices are linked to the
kitchen and cashier, so you avoid
miscommunication, wrong
punches, or missed orders common
to manual processes.
Allows restaurant owners to get
valuable information from guests
which in turn will help make
strategic decisions to increase
customer satisfaction.
More Features:
Reservation system
Online reservation
allows customers to book online via web or app. It
helps prevent overbooking and manage staff and
resources based on bookings.
Example brands and pricing
Harbortouch: Provides POS software and hardware with no upfront
cost and free installations. Price: $89 per month, per terminal.
Micros by Oracle: Leader in restaurant POS system worldwide. Price:
Set up cost starting from $5,000.
Square POS: Quick set up, and very social media and marketing
friendly. Price: $169 for hardware, and 2.75% per transaction.
Toast end-to-end system
Types of Restaurant
Management Systems
Single function system. only offer the core POS module and
let you integrate it with third-party inventory control,
accounting software, marketing software, and other key
business systems.
End-to-end systems. covering all aspects of your restaurant
business.
iPad-only or Android-only systems
Specific feature management system.
on-premise system or subscribing to a monthly subscription
cloud plan.
Advantages of RMS
Complete control & tracking
over your restaurant
Automated reports
Shorter Queues
Better communication
Show accurate, real-time
financial statements
Manage staff scheduling
Access data through the cloud
Utilize a built-in customer
relationship management
(CRM) tool to build mailing
lists or start a rewards
program
Disadvantages of RMS
1. Data protection: sensitive financial
statements
Solutions
High-grade security that employs
bank-level protoc …
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