Information Systems
Content
BBHM305 Managing Business Information
MICROS-Fidelio
International College of Hotel Management
Student Name ID Number Subject Information Subject Code Due Date Lecturer : : : : : : David Rong Xin CHAN 000864839 BBHM305 Managing Business Information BBHM305 9th March 2012 Jacqui Skinner
David Rong Xin CHAN
9th March 2012
I
BBHM305 Managing Business Information
MICROS-Fidelio
Executive Summary
Leveraging information systems definitely gives an advantage over your competitors, but not many people know that it also enables to improve our customer service. MICROSFidelio is one of the information systems commonly used in hospitality industry, along with HIS and OPERA. The system that MICROS-Fidelio provides isn’t just enhances the operations, as well as the same time able to deliver and improve the organization’s customer service. It can be by improving the current guest loyalty program, or creating a system that able to keep records of every guest details, or even looking at the housekeeping system and determine which room to clean first before the guest arrives. Moreover, with information systems you can attach any important document, feature, or activities on the guest profile and continuously follow-up from other team members to ensure that the guest receives the appropriate service and no mistakes occur. But before improving your customer service, one must have the system whereby it able to record the data of each individual guest preference. This is where information systems come to play. Thus, allow management to make better decisions, exceed the guest expectations, retain loyal customers and stay ahead of the competition.
David Rong Xin CHAN
9th March 2012
II
BBHM305 Managing Business Information
MICROS-Fidelio
Contents 1.0. 1.1. 1.2. 2.0. 2.1. 2.2. 2.3. 3.0. MICROS-Fidelio............................................................................................................. 1 Introduction ................................................................................................................. 1 History ......................................................................................................................... 1 MICROS-Fidelio Suite8 ................................................................................................. 2 myfidelio.net ............................................................................................................... 2 Customer booking through MICROS-Fidelio ............................................................. 2 CRM & MICROS-Fidelio Suite8................................................................................ 3 Implementation of MICROS-Fidelio Suite8 ................................................................... 4
David Rong Xin CHAN
9th March 2012
III
BBHM305 Managing Business Information
MICROS-Fidelio
1.0.
MICROS-Fidelio
1.1. Introduction
Information systems play a vital role in hospitality industry. The industry itself has to embrace this cutting edge technology in order to be competitive enough against their challengers. Strategic information is developed to assist the organisation goals by information technology. Today, information systems enable us to make better decisions to identify the market trends, monitoring and satisfy guest requirements, plus improving our customer service.
1.2.
History
MICROS-Fidelio is the subsidiary division of MICROS Systems, Inc with the objective of further establishing its global position as the leading supplier in incorporated information technologies for hospitality industry. MICROS-Fidelio literally became the benchmark in the industry with hundred thousands of installations globally. The type of products they offered include fully integrated property management systems, revenue management systems, sales and marketing systems, guest information systems, a hotel reservation system based on global distribution system entitled myfidelio.net, and installation and support services associated with the various software products. Through the global distribution network, MICROSFidelio penetrate all market segments that range from high-end, mid-range price, limitedservice, economical, budget, and personalized service hotels. InterContinental Hotels Group, Shangri-La Hotels, Marriott International, Four Seasons, Starwood Hotels, MGM Mirage, and Mandarin Oriental Hotel Group are the customers of MICROS Systems.
David Rong Xin CHAN
9th March 2012
1
BBHM305 Managing Business Information
MICROS-Fidelio
2.0.
MICROS-Fidelio Suite8
Every establishment has its own distinctive personality that distinguishes themselves
from their competitors. In respond to the ever-growing specialisation in the hotel industry, MICROS-Fidelio with its newly-upgraded Suite8 offers this litheness to fulfil the special requirements of every individual, doesn’t matter whether it is a city hotel or a tropical island resort, a boutique hotel or a luxurious spa, Micros-Fidelio Suite8 offers a wide range of configuration options and combines user-friendly modules for customer relationship management, property management, conference and catering management, materials control, online booking and more, into one comprehensive and integrated solution.
2.1.
myfidelio.net
One of the by-products of Micros-Fidelio is the myfidelio.net, which is an online distribution channel that operates the whole day. Whether it’s an individual hotel or hotel chain, myfidelio.net is capable of managing channels with efficiency to guarantee a singleimage inventory in every linked reservation channel. Concurrent computerised data synchronisation amongst the PMS and all channels reduce the time spent on key-in data manually and ensuring maximum data integrity. It enables your establishment gain more access to potential clients plus taking advantage of direct admission to various international travel bureau terminals that are linked with the Global Distribution Systems (GDS) that are available, like Sabre, Galileo, Worldspan for example.
2.2.
Customer booking through MICROS-Fidelio
Customer reservation and handling is decisive in any hotels around the globe. The MICROS-Fidelio Suite8 computerised processes able to identify and minimise mistakes taken, heighten sales, maximise occupancy rates and drastically increases your guests’ satisfaction. Besides, with the Reservation Navigator, it facilitates hoteliers to restructure their reservations, check-in and check-out, in addition with gather all the information in one shot. With the customised grids, it allows hoteliers to check for arrivals, in-house guests, departures, financial accounts and waiting list. Other than that, it also features reminders for waiting list, multiple guest handling, party management, guest transportation, lists of packages offered with details and much more. What’s more, you may choose any language and do customisation and personalisation on the letters and emails before sending out to individual guests (MICROS-Fidelio, 2009).
David Rong Xin CHAN
9th March 2012
2
BBHM305 Managing Business Information
MICROS-Fidelio
2.3.
CRM & MICROS-Fidelio Suite8
What’s more? Suite8 also facilitate the guest needs by making active selling and personalised service. They make it by implementing CRM module into the heart of the Suite8 system. Every department in the hotel will use the same guest profiles, making profile handling an automatic part of the on a daily basis industry. The application of Computer Telephony Integration enables hotels to address guests by their name when they call. Their profile straight away opens, giving hotels all the details they need at the back-of-their-hand (MICROS-Fidelio, 2009).
David Rong Xin CHAN
9th March 2012
3
BBHM305 Managing Business Information
MICROS-Fidelio
3.0. Implementation of MICROS-Fidelio Suite8
With the implementation of Micros-Fidelio Suite8, every department will have the access to the customers’ profile and their information. From the reception to the engineering department and housekeeping, they will clearly know the objectives. From air-condition malfunction and group check-ins to which room has to be clean first. In the housekeeping system, you will get a clear view on the whole property, helping you to make proper decisions on assigning duties to room attendants in addition with the search options on every vacant or occupied rooms and early check-ins. Here, if the housekeeping can clean the rooms for early check-ins, at least the guest doesn’t need to wait at the lobby for their room to be cleaned. For the Front Office Management, Micros-Fidelio Suite8 will be concentrate on guest satisfaction and their needs, because delivering service without flaw to customers is always every hotel’s primary goal. Instead of just staring at the data and information display in the screen, the front office is able to perform the same task as the Sales & Marketing department. To be precise, the Front Office is the suitable place of gathering guest information. For instance, the receptionist is able to find out is the guest a smoker? Is he travelling with his family frequently? Is the couple always bringing along their pet? Is she a vegetarian? Does he have special requests? After gathering the necessary information, the Front Office staff will key-in to the central database immediately, and then all staffs are able to identify him/her and understand their preference. From here, the hotel can work-on or improving their customer service through the guest database, and the next time guest visits the hotel/resort again, they are able to provide better quality of service than the previous. Last but not least, MICROS-Fidelio Suite8 allows you to amend changes plus affix relevant information to customer profiles, thus having the access to all related details. Moreover, this system gives hoteliers a higher chance to manage a “paperless workplace” in regards of document-management. This is where Task & Activity comes to play as its task is to monitor the team progress and make sure they are finish before the deadlines. Although this mainly refers to the management side, this also can be implementing in the operation side in delivering customer service. With this, this can prevent any detail or information from being forget to key-in, plus with the follow-up system the hotel can prepare for the guests inadvanced. For example like arranging the limousine for the guest to the airport on the departure date, the Front Office employee can arrange the transport in-advanced and inform the rest of the teams to do follow-up (MICROS-Fidelio, 2009).
David Rong Xin CHAN 9th March 2012 4
BBHM305 Managing Business Information
MICROS-Fidelio
Conclusion
No matter is MICROS-Fidelio Suite8, Opera PMS, or HIS Epitome, information systems are essential part in any hotel business. Not only have they made hotel operations smoother by increasing the operation efficiency that obtain long-term profitability and application of real-time data from the marketplace when making decision, it also affects customer service and guest loyalty as well. It’s the same thing, if the hotel is able to win the customer hearts through providing quality service by understanding their preferences in the first place, the guests definitely return and maybe spend more. This shows how important information systems are in the hospitality industry. Without information systems like MICROS-Fidelio, management have to record down every guest details manually and may miss out certain points that may affect the customer service.
David Rong Xin CHAN
9th March 2012
5
BBHM305 Managing Business Information References
MICROS-Fidelio
1. MICROS-Fidelio Australia, 2012, <http://www.micros.com.au/en/Hotels/hotelsoftware.aspx> 2. MICROS-Fidelio, 2009, Stay Relaxed – Everything Is Under Control, viewed 4th March 2012, <http://www.micros-fidelio.co.uk/en-GB/Solutions/Hotels-andResorts/~/media/Files/micros-fidelio/Brochures/EU/Suite8_lowres_en.ashx> 3. MICROS-Fidelio, 2010, The New Generation of Hotel Management Solutions Designed For Individual Hotels, viewed 4 March 2012, <http://www.microsfidelio.eu/en/Solutions/Hotels-and-Resorts/Individual-hotels-and-hotelcooperation/Property-Solutions/Suite8.aspx> 4. Imagicle, 2010, Blue’s PMS Link for MICROS-Fidelio , viewed 3 March 2012, <http://www.imagicle.com/Portals/4/docs-brochures/BluesPMSLink%20%20ENG.pdf> 5. MICROS-Fidelio, 2010, Connecting Hotels to Customers, viewed 3 March 2012, http://www.myfidelio.net/mf/ 6. <http://huginsweda.bg/index.php/en/productsen/hotel-solutions/fidelioen/77microsen/121-fidelioproductsen> 7. <http://www.hotel-online.com/Trends/Micros/>
David Rong Xin CHAN
9th March 2012
6
MICROS-Fidelio
International College of Hotel Management
Student Name ID Number Subject Information Subject Code Due Date Lecturer : : : : : : David Rong Xin CHAN 000864839 BBHM305 Managing Business Information BBHM305 9th March 2012 Jacqui Skinner
David Rong Xin CHAN
9th March 2012
I
BBHM305 Managing Business Information
MICROS-Fidelio
Executive Summary
Leveraging information systems definitely gives an advantage over your competitors, but not many people know that it also enables to improve our customer service. MICROSFidelio is one of the information systems commonly used in hospitality industry, along with HIS and OPERA. The system that MICROS-Fidelio provides isn’t just enhances the operations, as well as the same time able to deliver and improve the organization’s customer service. It can be by improving the current guest loyalty program, or creating a system that able to keep records of every guest details, or even looking at the housekeeping system and determine which room to clean first before the guest arrives. Moreover, with information systems you can attach any important document, feature, or activities on the guest profile and continuously follow-up from other team members to ensure that the guest receives the appropriate service and no mistakes occur. But before improving your customer service, one must have the system whereby it able to record the data of each individual guest preference. This is where information systems come to play. Thus, allow management to make better decisions, exceed the guest expectations, retain loyal customers and stay ahead of the competition.
David Rong Xin CHAN
9th March 2012
II
BBHM305 Managing Business Information
MICROS-Fidelio
Contents 1.0. 1.1. 1.2. 2.0. 2.1. 2.2. 2.3. 3.0. MICROS-Fidelio............................................................................................................. 1 Introduction ................................................................................................................. 1 History ......................................................................................................................... 1 MICROS-Fidelio Suite8 ................................................................................................. 2 myfidelio.net ............................................................................................................... 2 Customer booking through MICROS-Fidelio ............................................................. 2 CRM & MICROS-Fidelio Suite8................................................................................ 3 Implementation of MICROS-Fidelio Suite8 ................................................................... 4
David Rong Xin CHAN
9th March 2012
III
BBHM305 Managing Business Information
MICROS-Fidelio
1.0.
MICROS-Fidelio
1.1. Introduction
Information systems play a vital role in hospitality industry. The industry itself has to embrace this cutting edge technology in order to be competitive enough against their challengers. Strategic information is developed to assist the organisation goals by information technology. Today, information systems enable us to make better decisions to identify the market trends, monitoring and satisfy guest requirements, plus improving our customer service.
1.2.
History
MICROS-Fidelio is the subsidiary division of MICROS Systems, Inc with the objective of further establishing its global position as the leading supplier in incorporated information technologies for hospitality industry. MICROS-Fidelio literally became the benchmark in the industry with hundred thousands of installations globally. The type of products they offered include fully integrated property management systems, revenue management systems, sales and marketing systems, guest information systems, a hotel reservation system based on global distribution system entitled myfidelio.net, and installation and support services associated with the various software products. Through the global distribution network, MICROSFidelio penetrate all market segments that range from high-end, mid-range price, limitedservice, economical, budget, and personalized service hotels. InterContinental Hotels Group, Shangri-La Hotels, Marriott International, Four Seasons, Starwood Hotels, MGM Mirage, and Mandarin Oriental Hotel Group are the customers of MICROS Systems.
David Rong Xin CHAN
9th March 2012
1
BBHM305 Managing Business Information
MICROS-Fidelio
2.0.
MICROS-Fidelio Suite8
Every establishment has its own distinctive personality that distinguishes themselves
from their competitors. In respond to the ever-growing specialisation in the hotel industry, MICROS-Fidelio with its newly-upgraded Suite8 offers this litheness to fulfil the special requirements of every individual, doesn’t matter whether it is a city hotel or a tropical island resort, a boutique hotel or a luxurious spa, Micros-Fidelio Suite8 offers a wide range of configuration options and combines user-friendly modules for customer relationship management, property management, conference and catering management, materials control, online booking and more, into one comprehensive and integrated solution.
2.1.
myfidelio.net
One of the by-products of Micros-Fidelio is the myfidelio.net, which is an online distribution channel that operates the whole day. Whether it’s an individual hotel or hotel chain, myfidelio.net is capable of managing channels with efficiency to guarantee a singleimage inventory in every linked reservation channel. Concurrent computerised data synchronisation amongst the PMS and all channels reduce the time spent on key-in data manually and ensuring maximum data integrity. It enables your establishment gain more access to potential clients plus taking advantage of direct admission to various international travel bureau terminals that are linked with the Global Distribution Systems (GDS) that are available, like Sabre, Galileo, Worldspan for example.
2.2.
Customer booking through MICROS-Fidelio
Customer reservation and handling is decisive in any hotels around the globe. The MICROS-Fidelio Suite8 computerised processes able to identify and minimise mistakes taken, heighten sales, maximise occupancy rates and drastically increases your guests’ satisfaction. Besides, with the Reservation Navigator, it facilitates hoteliers to restructure their reservations, check-in and check-out, in addition with gather all the information in one shot. With the customised grids, it allows hoteliers to check for arrivals, in-house guests, departures, financial accounts and waiting list. Other than that, it also features reminders for waiting list, multiple guest handling, party management, guest transportation, lists of packages offered with details and much more. What’s more, you may choose any language and do customisation and personalisation on the letters and emails before sending out to individual guests (MICROS-Fidelio, 2009).
David Rong Xin CHAN
9th March 2012
2
BBHM305 Managing Business Information
MICROS-Fidelio
2.3.
CRM & MICROS-Fidelio Suite8
What’s more? Suite8 also facilitate the guest needs by making active selling and personalised service. They make it by implementing CRM module into the heart of the Suite8 system. Every department in the hotel will use the same guest profiles, making profile handling an automatic part of the on a daily basis industry. The application of Computer Telephony Integration enables hotels to address guests by their name when they call. Their profile straight away opens, giving hotels all the details they need at the back-of-their-hand (MICROS-Fidelio, 2009).
David Rong Xin CHAN
9th March 2012
3
BBHM305 Managing Business Information
MICROS-Fidelio
3.0. Implementation of MICROS-Fidelio Suite8
With the implementation of Micros-Fidelio Suite8, every department will have the access to the customers’ profile and their information. From the reception to the engineering department and housekeeping, they will clearly know the objectives. From air-condition malfunction and group check-ins to which room has to be clean first. In the housekeeping system, you will get a clear view on the whole property, helping you to make proper decisions on assigning duties to room attendants in addition with the search options on every vacant or occupied rooms and early check-ins. Here, if the housekeeping can clean the rooms for early check-ins, at least the guest doesn’t need to wait at the lobby for their room to be cleaned. For the Front Office Management, Micros-Fidelio Suite8 will be concentrate on guest satisfaction and their needs, because delivering service without flaw to customers is always every hotel’s primary goal. Instead of just staring at the data and information display in the screen, the front office is able to perform the same task as the Sales & Marketing department. To be precise, the Front Office is the suitable place of gathering guest information. For instance, the receptionist is able to find out is the guest a smoker? Is he travelling with his family frequently? Is the couple always bringing along their pet? Is she a vegetarian? Does he have special requests? After gathering the necessary information, the Front Office staff will key-in to the central database immediately, and then all staffs are able to identify him/her and understand their preference. From here, the hotel can work-on or improving their customer service through the guest database, and the next time guest visits the hotel/resort again, they are able to provide better quality of service than the previous. Last but not least, MICROS-Fidelio Suite8 allows you to amend changes plus affix relevant information to customer profiles, thus having the access to all related details. Moreover, this system gives hoteliers a higher chance to manage a “paperless workplace” in regards of document-management. This is where Task & Activity comes to play as its task is to monitor the team progress and make sure they are finish before the deadlines. Although this mainly refers to the management side, this also can be implementing in the operation side in delivering customer service. With this, this can prevent any detail or information from being forget to key-in, plus with the follow-up system the hotel can prepare for the guests inadvanced. For example like arranging the limousine for the guest to the airport on the departure date, the Front Office employee can arrange the transport in-advanced and inform the rest of the teams to do follow-up (MICROS-Fidelio, 2009).
David Rong Xin CHAN 9th March 2012 4
BBHM305 Managing Business Information
MICROS-Fidelio
Conclusion
No matter is MICROS-Fidelio Suite8, Opera PMS, or HIS Epitome, information systems are essential part in any hotel business. Not only have they made hotel operations smoother by increasing the operation efficiency that obtain long-term profitability and application of real-time data from the marketplace when making decision, it also affects customer service and guest loyalty as well. It’s the same thing, if the hotel is able to win the customer hearts through providing quality service by understanding their preferences in the first place, the guests definitely return and maybe spend more. This shows how important information systems are in the hospitality industry. Without information systems like MICROS-Fidelio, management have to record down every guest details manually and may miss out certain points that may affect the customer service.
David Rong Xin CHAN
9th March 2012
5
BBHM305 Managing Business Information References
MICROS-Fidelio
1. MICROS-Fidelio Australia, 2012, <http://www.micros.com.au/en/Hotels/hotelsoftware.aspx> 2. MICROS-Fidelio, 2009, Stay Relaxed – Everything Is Under Control, viewed 4th March 2012, <http://www.micros-fidelio.co.uk/en-GB/Solutions/Hotels-andResorts/~/media/Files/micros-fidelio/Brochures/EU/Suite8_lowres_en.ashx> 3. MICROS-Fidelio, 2010, The New Generation of Hotel Management Solutions Designed For Individual Hotels, viewed 4 March 2012, <http://www.microsfidelio.eu/en/Solutions/Hotels-and-Resorts/Individual-hotels-and-hotelcooperation/Property-Solutions/Suite8.aspx> 4. Imagicle, 2010, Blue’s PMS Link for MICROS-Fidelio , viewed 3 March 2012, <http://www.imagicle.com/Portals/4/docs-brochures/BluesPMSLink%20%20ENG.pdf> 5. MICROS-Fidelio, 2010, Connecting Hotels to Customers, viewed 3 March 2012, http://www.myfidelio.net/mf/ 6. <http://huginsweda.bg/index.php/en/productsen/hotel-solutions/fidelioen/77microsen/121-fidelioproductsen> 7. <http://www.hotel-online.com/Trends/Micros/>
David Rong Xin CHAN
9th March 2012
6
