Management Information System in Hotel Industry

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Assignment for Management Information System

Assignment On

Hotel Industry

Course Instructor - MIS

Prof. Anil Kumar

Submitted By:

ROHIT BARVE

2013240

ROHAN RAJ

2013239

SARGAM SHARMA

2013259

Section E

MIS ASSIGNMENT

1

GLOBAL ENVIRONMENT The hotel industry is a broad category of fields within the service industry that includes lodging, restaurants, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry. The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income. A hotel unit such as a restaurant, lodging, or even an amusement park consists of multiple groups such as facility maintenance, direct operations (servers, housekeepers, porters, kitchen workers, bartenders, etc.), management, marketing, and human resources. Global economic crisis during 2008 affected the tourism industry worldwide. The same year added to the downturn of hotel industry in India on the account of increased safety concerns, triggered by the Mumbai terror attack at Hotel Taj. Globally weak macroeconomic scenario, the European sovereign debt crisis, geopolitical turmoil in the Arab countries, high interest rates, inflation coupled with muted domestic corporate performance have sapped the hotel industry. The Indian hospitality industry is however, on the path of recovery and the domestic traveller has spearheaded its growth. The improving demographics, rising affluence and spending propensity of Indians along with current under penetration throw up significant growth opportunity for Indian hotel industry in the long run. Year 2011 saw some developments in this regard with tourists flow picking up worldwide (more rapidly in India) though the revenue realizations of the hotel industry remained constrained. Despite the upheavals, foreign tourist arrivals (FTA) to India grew by 8.8% to 62.9 lakh tourists while international tourist arrivals grew by 4.4% to 980 million travellers during CY2013 (Calendar year - Period ending December-13).

International Tourist Arrivals and Growth Rates

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As per information on approved hotels maintained by Ministry of Tourism, number of rooms increased by 27 % during 2010 compared to the previous year whereas the increase was about 38 % compared to 2002. The increase in number of hotels was more at 36 %( 2010 over 2009) and 58 %( 2010 over -2002).However, since the data pertains to classified hotels, any analysis may be taken with caution since greater No. of hotels pending for classification may bring down the increase or vice versa. However on the whole it seems that average size of hotels has seen a decline. This may be in tune with the increasing number of rising middle class budget conscious traveller and growth in demand in that segment. Financial Performance of Hotel Industry: Hotel Industry is characterized by seasonality with industry peaking during the second half of the fiscal. The muted RevPAR (revenue per available room) growth has been on account of subdued ARRs, while occupancies remained stable despite the incremental supply in several markets. While this trend shows demand generation and absorption of new supply albeit at a slower than expected pace, the lack of pricing power in a seasonally strong quarter is a concern and has impacted margins. Quarterly trends show revenues improving but operating profits continue to be pared by higher customer servicing cost & heavy interest burden.

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LIST OF HOTELS There are many Hotels in the hospitality industry that makes planning a vacation or a business trip easy for everyone. The Hotels plays a vital role in helping people regain their happiness. The chief purpose of these firms is to make people relax and enjoy the trip of their choice. Some of the well-known firms of the Hotel industry are given below: 

Hilton Hotels



The Oberoi



The Taj Mahal



JW Marriot



Radisson Blu

Distribution of Hotels: Categories of Hotels: In general, to be called a hotel, an establishment must have minimum of six letting bedrooms, at least three of which must have attached (ensuite) private bathroom facilities. Although hotels are classified into ‘Star’ categories. (1-Star to 5 Star), there is no standard method of assigning these rating, and compliance with customary requirements of voluntary. In India there were 2483 government approved hotels as on 31st Dec 2010 with about 1.18 lakh rooms. One Star hotels provide a limited range of amenities and services, but adhere to a high standard of facility-wide cleanliness whereas two-Starred hotels generally provide good accommodation and better equipped bedrooms, each with a telephone and attached private bathroom. There were about 67 One Star & 307 two star government approved hotels with about 2,500 and 8,500 rooms respectively. Their share in total number of approved hotels was 3 and 13 % respectively whereas the share in total number of rooms was 2 & 7 % respectively. Three-Star hotels usually have more spacious rooms and add high class decoration and furnishing and color TV. They also offer one or more bars or lounges. With more than one third hotels in the category, three star hotels occupied the largest share and accounted for about 31% of total rooms. Four Star hotels are much more comfortable and larger. It provides excellent cuisine (table d’hôte and a la carte), room service, and other amenities. Four star hotels comprised 6 % of the total approved hotels and about 10% of total rooms in various categories. Five-Star hotel offers most luxurious premises, widest range of guest services, as well as swimming pool and sport and exercise facilities. They (including Five Star Deluxe Hotels, 149 five star hotels and 153 five star deluxe hotels) comprised about 12% of approved hotels and about 45 % (51,331 rooms) of total number of rooms in India.

We have selected Hilton Hotels to do further analysis on the usage of information systems in this industry.

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INFORMATION SYSTEM  Transaction Processing System (TPS) Transaction Processing System (TPS) is a no-compromise, Enterprise Level management solution that offers a long list of powerful features to streamline your work and enhance productivity. Such a system would usually bring forth an impression of a Complex application that could take days to understand and months to master. A long & taxing training may appear inevitable, and so would the efforts to retain the operational staff that is trained. TPS offers Front desk with its revolutionary design and Graphical Interface that dramatically cuts costs and simplifies the tasks of managing your Front desk. Reservations Creating a Single or a Group reservation on TPS Front desk is as simple as drawing it on its Reservation Chart Interface. One can use the Quick Reservation form to do this instantly, or choose to enter details in the appropriate Reservation Forms, and manage its components with complete control. Features like applying multiple room rates, booking on different date ranges for different room types, or accommodating special requests of Group etc. are all easy to add and update on a simple principle of "click to change". Housekeeping This is where the front desk is linked to your housekeeping staff. All communication regarding rooms that need to be cleaned, inspected and/or repaired -flows through here. TPS seamlessly integrates the Hotel Front desk with Housekeeping tasks and keeps them simple. The Housekeeping module lets you organize rooms quickly, and lets you manage the job of assigning work to your Housekeeping team and monitor them with minimal fuss.  Web Reservation Engine Web Reservation System integrates seamlessly to your hotel website and helps you increase direct booking revenues instantly. It is an extensively featured web booking engine that allows both single and group reservations with immediate confirmations. The web booking page can be customized match your website design extensively. Guests can book multiple rooms for multiple dates in one go, and can also book or buy add-on services offered by your Property in advance. These bookings get confirmed instantly through credit card guarantees or deposits that are processed directly through the secured web booking page. The web booking process has been specially engineered to let you offer the maximum to attract your online bookers. The booking process has been kept uniquely simple for your prospective guests, to increase conversions by letting them complete their bookings in well defined, easy to follow steps, quickly. In the Web Reservation Form, you can set your terms for Booking & Cancellations. This is a pretty straight forward reservation interface that allows Web site visitors to book online.

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 Point-of-sale (POS) system POS lets you manage a wide variety of services at your property through its integrated 'Point of Sale' terminals. This includes Restaurants, Mini bar, Spa, or even services like the Travel Desk, City Tours and much more. All orders and services of a POS can be sold directly to the Guests, or transferred to their room as "Room Service" (to the checked-in rooms only). POS further lets you offer the POS merchandise & services with the rooms tariffs as rate inclusions. This is done with amazing simplicity and with easy-to-define posting rhythm and calculation rules through our innovative Rates & Package Manager. This powerful feature gives an edge to your Business by letting you promote your property through a wide array of inclusive rates and packages on various distribution mediums.  Management Information System (MIS) Perhaps the most important part of an organization’s operations is its reports. Reports are what let you judge your current performance, what it lacks and how you can improvise your services in the future. Towards this end you can generate and view n number of reports via this module. Access is granted strictly by clearance. All interfaces are interactive and easily navigated to & fro with a single click.  Customer Relationship Management The CRM provides online customer feedback form, from which the data is compiled and is used to maintain the customer records. Further the feedbacks are used for business growth.

Challenges Overcome by use of Information System The challenges overcome by Hotel by the use of information system are: 1. Cost reduction 2. Value addition 3. Speed 4. Agility 5. Innovation 6. Customer service and customer satisfaction

MIS ASSIGNMENT

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