Role of

Information
Technology in
Hospitality
Industry
 OBJECTIVES
 To review segmentation of Information technologies used
in tourism and hospitality industry.
 To explore areas of effect of Information Technology in
tourism and hospitality industry.
Computer Applications

 EDP- Electronic Data Processing

 CRS- Central Reservation System
 GDS- Global Distribution System
 PMS- Property Management System
Technologies used in tourism
industry.
1) Internet
 In the hospitality and tourism business, effective use of Internet
technologies can improve receipts.
 The Internet has a powerful impact on hospitality and tourism sector.
For many businesses and locations, the experience starts long
before a traveler arrives it starts with the first visit to the website,
when a person sees photos of the location and gets a sense of what
to expect there.
 Websites, blogs, online advertising, social media, online ordering
and information storehouse all help to convince customers to
choose a location or business.
 2) Reservations Systems
 Booking seats to allow easy access by consumers and travel professionals; the
systems enable individuals to make reservations and compare prices online.
Many, like Expedia , make my trip and Orbitz, are available through online
interfaces.
 3) Mobile Communication
 To keep customers updated of changes many tourism and
hospitality businesses use mobile communication;
 they send delay notices, offer deals and sponsor location-based
advertising.
 Depending on the type of business the reach can be increased
through emails, text messaging or GPS tagging.
 Most of the travelers take some form of mobile communication
device with them on the road, whether it is a tablet computer or a
mobile phone.
 4) In-Room Technology
 Nowadays traveler carries numerous electronic devices, and reliable, wireless
Internet connectivity ranks at the top of the list for customer needs.
 Guests can use the hotel’s Web application to access room service options via
online or an e-dining Internet site, or use an interactive service that finds nearby
restaurants, transportation or shopping stops for them.
Areas of impact of Information Technology on
Tourism and hospitality industry.
1) Organization
 While computers have been vital part of the travel agency business
since their widespread adoption, the Information Age has brought
considerable new benefits.
 Data can be stored more quickly than in the past, just because of
high-speed hardware and better software.
 Enterprise-level software such as Unit4's Central Command allows
travel agencies specialized programs dedicated exclusively to
managing their businesses and organizing their data and processing
them accordingly.
 This organization allows agencies to run more efficiently, preventing
capacity losses due to input time and other tedious tasks.
2) Coordination
 Improved communications technology has greatly widened the ways in
which a travel agency can communicate not only with customers, but also
with business connections and partner services and sponsors.
 High-speed Internet connections allow almost-instant video, voice and text
communication around the world often at considerably less expense than
traditional methods such as long-distance telephony and cell phone can
offer.
 Data can be sent almost instantaneously from the agency to an airline, hotel
or other service, then reverted to customers.
 This allows bookings and coordination that might have taken hours or days to
be processed almost instantly, greatly reducing wait times and lost
productivity in an organization.
3) Self-Service Booking
 One of the largest impacts on the travel agency has been the rise
of online or e-booking.
 Customers looking to book a trip no longer need to visit an agency
they can go online to companies such as Expedia, Make my trip or
Priceline and book an entire trip themselves.
 Airlines and hotels themselves also have cut off the travel agent
altogether by allowing customers to book tickets and lodging
directly from their sites.
Room status information between
front office and housekeeping

Room
Serviced Guest due to
arrive(Reception)

Servicing of Room Check –IN

(Room Ready)

Notify House
Keeping Posting

Check-out
Jobs and Tasks Served by E- Front
office.
Reservation
(CRS)
Yield
Report Manage
s ment

Registratio
Audit n

E-
Front
Office
Check Keys
Out

Energy
EPOS Managem
ent
(Posting)
Call
Accounting
CONCLUSION
 With the latest technology bring in, it allows continuous communication and streamlines the
guest experience, from reservation to checkout .
 Over the years, hotel record keeping has evolved from paper-based systems to complex
computerized technology and it is continuing forward to help hotels maximize profits while
delivering a seamless guest experience with comparative low labor force and higher comfort
standards.
 Fully automatic check-in technology is already being implemented in several hotel chains.
 The emergence of new and high tech mobile phones has again stirred a upheaval in mobile
technology. This is especially helpful as these phones allow a user to access internet and book
most of the services online.
 Features like smart phone room entry can eradicate the formality of arriving at the front desk.
Now as a result of wide spread elevation in technology many agencies are shifting focus to
online services for traditional services such as airline and hotel bookings, while maintaining
some physical stores where business is sufficient to do so.
 The prime focus should be on providing excellent customer service. For all hindrances, the only
answer is to embrace best and updated information technology.
Factors for need of PMS In hotels

 Reservation
 Guest History
 Registration
 Guest Accounting and Checkout
 Room Management (House Keeping)
 Night Auditing
 Sales & Catering
Back Office Systems of PMS

 Material Management System (MMS) – Store and Purchase

This covers the entire material management operations such as
requirement planning, purchase, receiving of stock, costing, etc. The
system also provides information for effective decision making and
budgeting.
 MANAGEMENT INFORMATION SYSTEM (MIS):
the MIS should provide statistical information to the management
to assist in decision making and revenue control.
 FINANCIAL ACCOUNTING SYSTEM:
this module provides information required for basic accounting as well
as financial management of the hotel.
 F&B CONTROL SYSTEM:
 this is the most important area of concern as a major POS which
can raise revenue and create a lot of savings through control of F&B
by minimising wastage of material.
 HUMAN RESOURCE INFORMATION SYSTEM (HRIS):
the human resource of the hotel is the most important and the most
expensive asset. A good HRIS should integrate the requirement for
effective career planning, personnel administration, and payroll
information.
Others Functions of PMS

 HOTEL SECURITY:
 ENERGY MANAGEMENT SYSTEM- EMS- (Engineering &Maintenance):
an EMS is used to keep track of energy consumption as this provides
a more effective control by highlighting excessive consumption an
important application of this is in monitoring and adjusting lighting
and temperature requirements in guestrooms and public areas of
the hotel.
 TV INTERACTIVITY
 E-CONCIERGE (Electronic Concierge):
 POINT- OF- SALE (POS) SYSTEM:
a POS system is made up of a number of terminals located at various
outlets or points of sale in the hotel. Each POS terminal contains its own
input and output components which are interfaced with a remote
central processing unit. The interface allows the electronic data to be
processed, and transferred to guest folios when required, thus reducing
the time required to post a charge in the appropriate guest folio and
recording of the F&B sale at the same time.