1. HOTELHOTEL
MANAGEMENTMANAGEMENT
BUSINESS MODELBUSINESS MODEL

2. INTRODUCTIONINTRODUCTION
 World is changing at a very fast pace
 Adoption of New Technology by Hotels
 Manual System is out of Date
 Major Role of technology in all sections
of Hotel
 Hotels willing to Invest Huge Amounts of
Money In acquisition of latest technology
 Better Technology, Better performance-
Loyal client Base
 Correct mix of software hardware-
customer satisfaction

3. AIMAIM
The Aim of this report is to discuss the
role of information technology in hotel
management model of business to arrive
at few benefits which hotels can derive
from modern integrated systems

4. SEQUENCESEQUENCE
 Objectives
 Functions and Organizational Design
 Information System For Hotels
 Interfacing Technologies
 Conclusion

5. OBJECTIVESOBJECTIVES
BUSINESS MODELBUSINESS MODEL

6. OBJECTIVESOBJECTIVES
 Optimum utilization of technology to
automate various hotel processes
 Inducing simplicity to ensure that people
are attracted and understand the related
technology with ease not annoyance
 To apply real time application for all
functional areas and easy to configure
interfaces to time and cost saving
technologies
 To keep real time records of all activities
including accounting

7. OBJECTIVESOBJECTIVES
 System should support multi-user
environment
 System should be fully automated and
various outputs (reports) should be
available online any time
 System should be capable to keep track
of all the detailed descriptions of the
client and the whole details of services
offered by the client organization
 To manage large volumes of data with a
view to acquire timely and accurate
information

8. HOTELSHOTELS
CLASSICCLASSIC
ORGANIZATIONORGANIZATION

9. CLASSIC ORGANIZATIONCLASSIC ORGANIZATION
-HOTELS-HOTELS
 Structuring Activities
 Work Specialization
 Departmentalization
 Authority to make decisions
 Centralization/decentralization
 Span of control
 Coordination of on going activities
 Five Basic Departments

10. ROOM DEPATMENTROOM DEPATMENT
 Performs Lodging FunctionsPerforms Lodging Functions
 In 1995 Hotel Revenues 60.2%In 1995 Hotel Revenues 60.2%
 Provides Services Guests DuringProvides Services Guests During
StayStay

11. Sub- DepartmentsSub- Departments
 Front OfficeFront Office
 ReservationReservation
 HousekeepingHousekeeping
 Uniformed ServicesUniformed Services
 TelephoneTelephone

12. Food and Beverage DepartmentFood and Beverage Department
 Primary FunctionPrimary Function
 19 Food and Beverage Outlets19 Food and Beverage Outlets
 Second Largest Revenue GeneratorSecond Largest Revenue Generator
 23.1 Food Sale & 8.6% Beverage23.1 Food Sale & 8.6% Beverage

13. Food and Beverage OutletsFood and Beverage Outlets
 Quick ServiceQuick Service
 Table ServiceTable Service
 Specialty RestaurantsSpecialty Restaurants
 Coffee ShopsCoffee Shops
 BarsBars
 LoungesLounges
 ClubsClubs
 BanquetsBanquets
 Catering FunctionsCatering Functions
⇒⇒ Wedding, BirthdaysWedding, Birthdays

14. Sales and Marketing DepartmentSales and Marketing Department
 Department is Quite SmallDepartment is Quite Small
 Inter Departmental CoordinationInter Departmental Coordination
 Group Arrivals LowGroup Arrivals Low
 No need of Sale and Marketing DivisionNo need of Sale and Marketing Division

15. Sales And Marketing DivisionSales And Marketing Division
 SalesSales
 Convention ServicesConvention Services
 AdvertisingAdvertising
 Public RelationsPublic Relations

16. Personnel Department
 handle a specialized functionhandle a specialized function
 Serves no customer bookServes no customer book
 plays a efficient role in a hotelsplays a efficient role in a hotels
efficient operationefficient operation

17. Sub function of personnelSub function of personnel
departmentdepartment
 EmployeeEmployee
RecruitmentRecruitment
 BenefitsBenefits
administrationadministration
 TrainingTraining

18. Accounting DepartmentAccounting Department
 Combines both staff and lineCombines both staff and line
functionsfunctions
 Monitors the financialMonitors the financial
activitiesactivities
 connects to operations costconnects to operations cost
accounting and cost controlaccounting and cost control
throughout the hotelthroughout the hotel

19. Accounting DivisionAccounting Division
 Pays outstanding invoicesPays outstanding invoices
 Distributes unpaid statementsDistributes unpaid statements
 Collects amounts owedCollects amounts owed
 Processes payrollProcesses payroll
 Accumulates operating dataAccumulates operating data
 Compiles financial reportsCompiles financial reports
 Makes bank depositsMakes bank deposits
 Secures cash loansSecures cash loans
 Performs other control and processingPerforms other control and processing
functionsfunctions

20. Security DivisionSecurity Division
 Patrols the propertyPatrols the property
 Monitors supervisionMonitors supervision
equipmentequipment
 Ensures safety andEnsures safety and
security of guests,security of guests,
visitors, andvisitors, and
employeesemployees

21. OTHER DIVISIONSOTHER DIVISIONS
 Some revenue generators that are specific toSome revenue generators that are specific to
certain hotels, not existing in otherscertain hotels, not existing in others
 Extra or other departments that might exist in aExtra or other departments that might exist in a
hotelhotel
 Retail Outlets (Shops rented toRetail Outlets (Shops rented to
outsiders or managed by the hotel)outsiders or managed by the hotel)
 Recreation Facilities (Fitness Center,Recreation Facilities (Fitness Center,
Tennis Courts, and Cinema Saloons)Tennis Courts, and Cinema Saloons)
 Conference CentersConference Centers
 CasinosCasinos

22. Information System for
Hotels
Manual versus Technological SystemManual versus Technological System
 Very costly in terms of time and money as more
employees
 Load of paperwork is much bigger
 Uncertainty as some bookings done on paper
can be misplaced
 Adopt new technology and new systems to
facilitate its day-to-day activities
 Facilitate efficient and effective management of
any activity in its various fields

23. Automation of Processes in
Hotels
 Need to expedite the work in all regards
and full featured Hotel Management
Software Solution
 It manages reservations, deposits,
check ins/outs, guest folios, payment,
housekeeping and Accounting system
 Flexible, affordable and reliable solution
for guest management

24. Features of Hotel Informationof Hotel Information
SystemSystem
 Increase the businesses integrityIncrease the businesses integrity
 Improve the customer service by having guestImprove the customer service by having guest
history at fingertipshistory at fingertips
 Preferences and improve guest experiencePreferences and improve guest experience
 Increase revenue by effectively managingIncrease revenue by effectively managing
reservations, rooms and rates reservations, rooms and rates
 Online Reservations to be available to helpOnline Reservations to be available to help
save costs by preserving the commission fees save costs by preserving the commission fees
 Save costs by tying it all togetherSave costs by tying it all together

25. Automation Of
Hotel Processes

26. Automation Of Hotel Processes
 Functioning, a Complex processFunctioning, a Complex process
 Shift from manual to automated systemsShift from manual to automated systems
 Few Important Systems are :Few Important Systems are :
- Property Management System (PMS)- Property Management System (PMS)
- Global Distribution System (GDS)- Global Distribution System (GDS)
- Point of Sale System (POS)- Point of Sale System (POS)
- Restaurant Management System (RMS)- Restaurant Management System (RMS)
- Catering Management Software (CMS)- Catering Management Software (CMS)
- Back Office and Enterprise systems databases- Back Office and Enterprise systems databases
- Customer Relationship Management- Customer Relationship Management (CRM(CRM))

29. ReservationsReservations
Reservation System Have:Reservation System Have:
 Quick, complete, and easy to use featuresQuick, complete, and easy to use features
 Fast inquiry feature for available rooms by type,Fast inquiry feature for available rooms by type,
location etclocation etc
 Lists the available rooms feature in desired orderLists the available rooms feature in desired order
 Reservation and guest scanning feature by name,Reservation and guest scanning feature by name,
arrival date, confirmation or group namearrival date, confirmation or group name
 Automatic guest history lookup and update featureAutomatic guest history lookup and update feature
 Analytical reports feature to maximize occupancyAnalytical reports feature to maximize occupancy

30. Reservations (COTD)Reservations (COTD)
 Reservation through agentReservation through agent
 Reservation through Internet (E-Reservation)Reservation through Internet (E-Reservation)
 Walk In reservationsWalk In reservations
 PMS Database is updatedPMS Database is updated
- Room Locking Systems- Room Locking Systems
- Hotel Gym and Spa Facilities- Hotel Gym and Spa Facilities
- Service Charges- Service Charges
- Check In & Check out- Check In & Check out

33. Accounting And ManagementAccounting And Management
Accounting And Management Systems Have:Accounting And Management Systems Have:
 Hotel accounting setup is definedHotel accounting setup is defined
 Define, design, and control operation featureDefine, design, and control operation feature
 Rate assignment by room, type, season, or marketRate assignment by room, type, season, or market
segment featuresegment feature
 Package deals and weekly or monthly lease setupPackage deals and weekly or monthly lease setup
featurefeature
 Marketing analysis report featureMarketing analysis report feature

34. Accounting And ManagementAccounting And Management
(COTD)(COTD)
 Accounting Functions e.g. Accounts payable,Accounting Functions e.g. Accounts payable,
Accounts Receivable, Auditing etcAccounts Receivable, Auditing etc
 Create tariffs and implications on guestsCreate tariffs and implications on guests
 Limited access to specified staffLimited access to specified staff
 Real time processingReal time processing
 Interlinking PMS and Accounting software toInterlinking PMS and Accounting software to
compare relevant data and produce necessarycompare relevant data and produce necessary
InformationInformation

36. Guest Room UsageGuest Room Usage
Automatically Updating of BillAutomatically Updating of Bill
 Room ServiceRoom Service
 Pay per view and internet usagePay per view and internet usage
 Telephone billingTelephone billing
 Mini barMini bar
 ShoppingShopping
 NewspapersNewspapers

38. Restaurant And BarRestaurant And Bar
 Touch screens to Place an orderTouch screens to Place an order
 Self Printing in kitchensSelf Printing in kitchens
 Self Reduction of stockSelf Reduction of stock
 Automatic Bill calculationAutomatic Bill calculation
 Paying modes, cash, credit cards or chargedPaying modes, cash, credit cards or charged
against a Roomagainst a Room

40. Software Credit Card ModuleSoftware Credit Card Module
 Payments by credit cardsPayments by credit cards
without requiring a standwithout requiring a stand
alone terminalalone terminal
 Secure, No breachesSecure, No breaches
possiblepossible
 Information is stored inInformation is stored in
encrypted databasesencrypted databases

41. Hotel Security SoftwareHotel Security Software
 Integrates with many security systems to enableIntegrates with many security systems to enable
best controlbest control
 Integrations with Keyless Entry and Door LockIntegrations with Keyless Entry and Door Lock
systemssystems
 Integrations with IP Cameras and SecurityIntegrations with IP Cameras and Security
systemssystems
 User access security (Access Control For Staff)User access security (Access Control For Staff)

46. THE COMPLETETHE COMPLETE
PROCESSPROCESS

48. INTEGATION TO CRMINTEGATION TO CRM
(Customer Relation(Customer Relation
management)management)
 Powerful Customer ToolPowerful Customer Tool
 With this you can manageWith this you can manage
 Sales pipelineSales pipeline
 ProspectProspect
communicationscommunications
 Marketing campaignsMarketing campaigns
 TrackingTracking

49.  Connection between Smart HotelConnection between Smart Hotel
Software and CRMSoftware and CRM
 Enables you to follow your guestEnables you to follow your guest
Prospect CreationProspect Creation
Through to saleThrough to sale
Through theirThrough their
ReservationReservation
 Follow up marketing to ensureFollow up marketing to ensure
they stay with you again.they stay with you again.
 Tremendously powerful toolTremendously powerful tool

50. Smart Hotel Software VideoSmart Hotel Software Video
on Demandon Demand
 Hotel software integrationsHotel software integrations
with in roomwith in room
 Real time automated postingReal time automated posting
 To provide the guests anTo provide the guests an
experience they willexperience they will
rememberremember

51. INTERFACINGINTERFACING
TECHNOLOGIESTECHNOLOGIES Switch Boards
 Billing Guest Calls Calls automatically
stored as charges
 Automated Room Service Switch Boards
configured for menu selections activated by
numbers
 Room Cleaning Data entry to indicate room
has been cleaned
 Voice Activated Tasks All tasks achieved
using voice rather than dialing
 Automated Display Of relevant Data Switch
configured to open relevant screens on
computers beside specific extensions

52. INTERFACINGINTERFACING
TECHNOLOGIESTECHNOLOGIES Web Browsers
 Room Cleaning Cleaners can record status
of room as clean
 Room Service and Other Shopping Web
screens for purchase from any of Hotel
Facilities
 Internet Usage Can be costed to room
 Peripherals
 Touch screens used for data entry, restricted
bar and restaurant
 Bar code wands or portable devices for stock
taking

53. INTERFACINGINTERFACING
TECHNOLOGIESTECHNOLOGIES
 Radio Frequency and Other Mobile
Devices
 Communicate directly with software being
used
 Mini bar Systems automatically writing sales
record
 Pocket PC hand held used for taking
restaurant orders

54. CONCLUSIOCONCLUSIO
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