PowerPoint Presentation 03/01/2014 1 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved1 Technology Strategies for the Hospitality Industry, 2nd[.]
Trang 1Copyright ©2012, 2005 by Pearson Education, Inc.
Upper Saddle River, New Jersey 07458 • All rights reserved 1
Technology Strategies for the Hospitality Industry, 2nd ed.
Peter D Nyheim and Daniel J Connolly
Hotel and Resort Technology
Chapter 7
INTRODUCTION
• Hotels and resorts, especially large ones,
are extremely complex businesses
– In fact, they are made up of a collection of
businesses (or profit centers)
– These profit centers include lodging operations,
food and beverage outlets, retail stores, meeting
rooms and banquets, spa, parking, and more.
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Upper Saddle River, New Jersey 07458 • All rights reserved 3
Technology Strategies for the Hospitality Industry, 2nd ed.
Peter D Nyheim and Daniel J Connolly
INTRODUCTION
FIGURE 7-1 Hotel Technology Schematic for a Typical Full-Service Hotel
THE GUEST LIFECYCLE
• Hospitality is not about
discrete transactions;
it’s about relationships
• It’s all about providing
personalized guest
services that meet or
exceed guest
expectations
• In the end, it is about
the experience and
pleasantly surprising or
wowing guests.
FIGURE 7-2 Everything Revolves around the Guest
in a Guest-Centric Model
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Technology Strategies for the Hospitality Industry, 2nd ed.
Peter D Nyheim and Daniel J Connolly
THE GUEST LIFECYCLE
FIGURE 7-3 Guest Lifecycle
THE GUEST LIFECYCLE
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Technology Strategies for the Hospitality Industry, 2nd ed.
Peter D Nyheim and Daniel J Connolly
THE PROPERTY MANAGEMENT SYSTEM
• At the heart of any hotel or resort technology
portfolio is the property management
system (PMS)
– This system is essentially the nervous system
that runs the hotel or resort and the system with
which most other property-based systems must
connect or interface to exchange data (such as
guest charges from the property’s restaurant,
bar, and retail outlets and other areas in which
guests can make purchases).
THE PROPERTY MANAGEMENT SYSTEM
FIGURE 7-5 Property Management System Functionality
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Technology Strategies for the Hospitality Industry, 2nd ed.
Peter D Nyheim and Daniel J Connolly
THE PROPERTY MANAGEMENT SYSTEM
• In its most basic form, a PMS must be able
to perform six basic functions:
– Enable guests to make reservations.
– Enable guests to check-in/register when they
arrive and check-out/pay when they leave.
– Enable staff to maintain guest facilities.
– Account for guests’ financial transactions.
– Track guests’ activities for use in future sales
efforts
– Interface with other systems.
THE PROPERTY MANAGEMENT SYSTEM
FIGURE 7-6 This reservation screen of the MICROS Corporation Opera
property management system contains many necessary pieces of guest
information for various hotel departments (Source: MICROS/Fidelio, Inc.)
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Technology Strategies for the Hospitality Industry, 2nd ed.
Peter D Nyheim and Daniel J Connolly
THE PROPERTY MANAGEMENT SYSTEM
FIGURE 7-7 The management of hotel rooms can be a daunting task With many
different and constantly changing characteristics, organizations can benefit from
department-specific modules of a property management system such as
housekeeping from MICROS (Source: MICROS/Fidelio, Inc.)
FOUR KEY INTERFACES
• While all of the interfaces described in the
earlier section are important, there are four
interfaces that warrant more in-depth
discussion
• These include:
– Real-time interface with the global distribution
system (GDS)/CRS
– The activities management systems
– Built-in revenue and yield management tools
– The enterprise
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Technology Strategies for the Hospitality Industry, 2nd ed.
Peter D Nyheim and Daniel J Connolly
The Enterprise
FIGURE 7-8 An Enterprise View of the IT Portfolio for a Hotel or Resort Business
The enterprise cont.
FIGURE 7-9 Within a brand, there may be numerous hotels; therefore, systems are used to manage
multiple properties and each a customer across the entire company This MICROS screen shows how
chains are moving towards more global systems in customer service Here, different customer criteria
may be applied to specific member hotels around the world (Source: MICROS/Fidelio, Inc.)
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Technology Strategies for the Hospitality Industry, 2nd ed.
Peter D Nyheim and Daniel J Connolly
GRAPHICAL USER INTERFACE
• For hospitality professionals employing a PMS,
however, there may be no single element of the
system more important than the user interface
– Not only must modern PMSs’ user interfaces support the
rapid training of a workforce that historically turns over
almost two to three times per year, but going forward,
the PMSs’ interfaces will also have to support direct
guest usage without the assistance of hotel staff.
– Whenever a choice is made regarding which PMS to
use, study the interfaces.