Fluent Essays

only question 2 and 3! Question 2 (2.5 points)One of the major lessons being learnt from the corona virus pandemic, is the very rapid embracing of technology to new uses and ways of working. Technology will be seen as part of the solution to the negative effect of the pandemic on tourism and hospitality organizations. In light of the previous statement, give three examples of how technology can enable tourism and hospitality organizations to continue their operations during the spread of the pandemic.Question 3 (5 points)Review chapter 6 titled Hospitality Information Technology and the tutorial related OPERA PMS answer the following questions;If you were the manager of a luxury hotel with 300 rooms and different types of restaurants, what functionalities would you want from the PMS? Give examples for the integration between the PMS and three other IT systems.Give examples of other channels that you will use to sell the hotel and how the PMS will help you to manage those channels?Important notes1.Providing general answers just by copying from the slides is not acceptable and will not be awarded any grade.2.No references are required as this assignment totally depend on your understating of the slides. ch6.php.pdf individual_assignment_2_questions_and_instructions.docx Unformatted Attachment Preview Dr. Osman Barghouth Department of Logistics, Tourism and Services Management Faculty of Business and Economics Department of Logistics, Tourism and Service Management SS 2019/2020 Chapter 6 Hospitality Information Technology Department of Logistics, Tourism and Service Management SS 2019/2020 2 Chapter 3 Learning Objectives After studying this chapter you should be able to: 1. Understand the nature of the hospitality industry and its unique applications of IT 2. Be able to explain how a hotel’s property management system works and connects to other systems in the hotel 3. Understand how a hotel can use IT for improved management and decision-making Department of Logistics, Tourism and Service Management SS 2019/2020 3 Common IT Applications in Hospitality • Front-office applications: reservation system, check-in/check-out, room status and housekeeping, in-house guest information and guest accounting • Back office applications: personnel, purchasing, accounting, inventory, sales and catering and financial reports and statistics • Guest-related interface applications: call-accounting, electronic locking, and energy management • Restaurant and banquet management systems: menu management, management, sales analysis and forecasting, menu-item pricing and cost control. recipe Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 4 Property Management System (PMS) • Handles the core functions of information processing for an accommodation property and is the hub for all interconnectivity with other systems in the hotel • Major functions: • Reservations Management • Guest Folio and Billing • Room Management • Specialized PMS Functions • Back Office Applications https://www.oracle.com/industries/hospitality/hotel-property-management/ Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 5 Property Management System (PMS) Reservations management • Managing reservations from different sources? (phone calls, emails, website, OTA, etc.) • The reservation module of a PMS records details of reservation which Include information about room rate, type, and dates of stay. • Data from this part of the PMS is used to forecast room occupancy and revenue. Reservation screen Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 6 Property Management System (PMS) Guest Folio and Billing • Efficient check-in and check out are two of the most important aspects of the guest experience. • A PMS manages this process through its front-office systems. • Check-in transforms the guest reservation file into an active inhouse file and a guest folio is opened. • If the guest has no previous reservation a walk-in folio will be created. • The PMS is also integrated with credit card verification systems to ensure security and adequacy of funds. • Some hotels use self-serve kiosks to allow customers to by-pass check and checkout lines. These terminals are connected to the PMS. Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 7 Property Management System (PMS) Self service kiosk functions • They great the guest • Guide them through the check-in procedure • Assign a room • Generate keys • And provide direction to the room • Allow the guest to settle payments • Enable the customer to check-out https://www.youtube.com/watch?v=gYKj0u7f-jw Hotel self check-in and check-out kiosk Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 8 Property Management System (PMS) Guest Folio and Billing cont. • Once the guest folio is initiated at check-in, all the guest charges throughout the stay are posted to this folio either manually or electronically. • Manual Posting is done by employees - prone to time delays and errors. • Electronic posting through hardware and software interfaces. • The night audit function where all the financial transactions of the past 24 hours are posted and audited by a night auditor. • Upon check-out the guest will settle the bill and the front desk will finalize the checkout. Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 9 Property Management System (PMS) Example of Guest Folio Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 10 Property Management System (PMS) Room Management Example of room status screen in a PMS • The room management module of the PMS tracks the status of guest rooms. • Assist Housekeeping. • Room status types; occupied, vacant, dirt, clean, inspected, uninspected, out of service and out of order Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 11 Property Management System (PMS) Backoffice applications ➢ Example of back office applications include; ▪ HR applications including payroll and employee information, ▪ Accounts payable and receivable ▪ Inventory and purchasing management ➢ Some PMSs provide these back office applications and some do not. ➢ All back office application must be integrated with the PMS, so data can be transferred and shared between departments Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 12 Property Management System (PMS) Guest History and Customer Relationship Management This module of the PMS includes details about guest history such as guests consumption patterns and preferences. Importance of this module; − This enhances marketing activities, facilitate future reservations and help in customizing guest future visits. − This helps employee also in personalizing the services for existing customers. − Data-driven decisions also can be based on guest information such as redesigning room. Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 13 Property Management System (PMS) Specialized Functions A PMS can include many other specialized modules depending on the needs of the accommodation property. Examples of these specialized functions include; • Tracking commissions need to be payed to travel intermediaries by capturing the information at the reservation time and then payments can be generated automatically at the end of the month. • Function room scheduling: Hotels with function rooms use PMS to manage functions such room reservation, furniture configuration, equipment and F&B needs. • Amenity Management; Hotels that provide sports, health and spa facilities must keep track of bookings and requests. • Reports for decision making; PMS can provide reports about different hotel operations such as occupancy \%; reservation forecast; money receivable and payable. Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 14 Energy Management Systems (EMS) ➢ An EMS is a combination of hardware and software that works to lower hotel energy consumption and improve maintenance operations. ➢ Sources of energy consumption, • Heating; air-conditioning; water heating; lightening; elevators and cooking. ➢ Intelligent EMSs monitor, control and optimize energy consumption in the hotel, • For example, and EMS can connect to the Electronic Locking System (ELS) to determine when the room is occupied, thereby adjusting air conditioning, lightening and heating. When the guest leave the room all power are off. Department of Logistics, Tourism and Service Management SS 2019/2020 Smart Room that support EMS Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. 15 Interfaces between Property Management System and other systems ➢ Various interfaces are available in the PMS to create further links to internal and external systems such as room key systems, restaurant and banquet cash registers, minibar, telephone and call centers, revenue management. ➢ Information transformed rapidly from the interfaced system without manual input reduce labor costs, increase accuracy and timeliness of data transferred and minimize unpaid guest bills due to slow information transfer prior to checkout. ➢ Examples; ▪ The restaurant point-of-sale system can be interfaced to the PMS to instantly post charges to guest folios. ▪ The ELS is efficient if interfaced to the PMS. ▪ Other examples can be noticed in the figure in the next slide, Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 Interfaces between Property Management System and other systems Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 Hotel Websites and apps ➢ Generate direct sales and provide greater control over inventory than other electronic booking channels ➢ Avoid commissions ➢ Features of successful hotel websites: • interactive and easily navigable • quality information • online booking capability • price comparison features • maps • multiple language support • links to local points of interest https://www.fourseasons.com/caironp/ Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 18 Electronic Hotel Reservations • Online travel agents (OTAs) • Metasearch engines • Specialized accommodation search engines • TripAdvisor • Google Hotel Search • Channel managers (https://youtu.be/QA4wTR-yGV0) • Mobile apps Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 19 Electronic Hotel Reservations GUESTS Property Website Chain Website Affiliate Websites Wholesalers Aggregators Traditional Agents OTAs GDSs Specialty Websites Switches Computer Reservation Systems (CRSs) HOTELS Figure 9.2 Electronic Hotel Room Distribution: (Adapted from: Carroll and Siguaw 2003) Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 References Core reading Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Further reading ▪ Benckendorff, P. J., Sheldon, P. J., & Fesenmaier, D. R. (2014). Tourism information technology. Cabi. ▪ Egger, R & Buhalis (2008) eTourism case studies: management and marketing issues in eTourism. Butterworth-Heinemann ▪ Buhalis, D (2002) Etourism: Information Technology for Strategic Tourism Management. FT Prentice Hall Benckendorff, P. J., Xiang, Z., & Sheldon, P. J. (2019). Tourism information technology. Cabi. Department of Logistics, Tourism and Service Management SS 2019/2020 21 Tourism and Technology Application (Chapters 5 & 6) Question 1 Review chapter 5 titled Technology Trends in Travel and Tourism and answer the following question; (5 points) • Define in your own language the recent trends of technology that are impacting the tourism and hospitality industry and give an example for the application of each of those technologies in the tourism and hospitality organization that you are working on in your project. For the trends that you could not find an example related to your project, you will still need to provide the example related to the application of the technology in another tourism or hospitality organization. Question 2 (2.5 points) One of the major lessons being learnt from the corona virus pandemic, is the very rapid embracing of technology to new uses and ways of working. Technology will be seen as part of the solution to the negative effect of the pandemic on tourism and hospitality organizations. • In light of the previous statement, give three examples of how technology can enable tourism and hospitality organizations to continue their operations during the spread of the pandemic. Question 3 (5 points) Review chapter 6 titled Hospitality Information Technology and the tutorial related OPERA PMS answer the following questions; • • If you were the manager of a luxury hotel with 300 rooms and different types of restaurants, what functionalities would you want from the PMS? Give examples for the integration between the PMS and three other IT systems. Give examples of other channels that you will use to sell the hotel and how the PMS will help you to manage those channels? Important notes 1. Providing general answers just by copying from the slides is not acceptable and will not be awarded any grade. 2. Do not share your work with other students as they might copy it and both of you will be negatively impacted. 3. Please make sure that you are submitting the correct file as I will deduct 3 grades for any student who want to resubmit for any reason. 4. Any question should be asked in the general channel. 5. Use another word file to submit your answers and write the questions and answers only. 6. No references are required as this assignment totally depend on your understating of the slides. Tourism and Technology Application (Chapters 5 & 6) Grading Rubric (Same criteria applies for all questions) Criteria Weight Understanding the question and reflecting the knowledge gained from the studied concepts 100 \% with real examples • Submission with Plagiarism higher than 20 \% will not be graded. ... Purchase answer to see full attachment