20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458...

17
20 C H A P T E R C H A P T E R ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition John Walker Hospitality Industry Technology

Transcript of 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458...

Page 1: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Hospitality Industry Technology

Page 2: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Hospitality Industry Technology (HIT)

defined:Collection of components that work together to provide information help in

the operations and management of a hospitality organization.

Page 3: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Information Technology Systems

• Work group information systems– LAN

– WAN

• Email

• Organization information system

• Global/international information system

Page 4: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Hospitality Information Processing

• Data• Information• Information

sharing• Electronic data

exchange

Page 5: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Property Management System (PMS)

• Hub of information processing

• Rooms management module

• Guest accounting module

• Ving cards system

Page 6: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Energy Management Systems

• Room occupancy status reporting

• Automatic lighting control

• Minibar access reporting

• Smoke detector alarm reporting

• Central electronic lock control

• Guest control amenities

Page 7: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Call Accounting Systems• Track guest phone

charges• Available software

application• Coordination with

PBX and PMS• Discounts during off

peak hour

Page 8: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Guest Reservation Systems

• Global distribution systems

• Central reservation systems (CRS)– Affiliate

– Non-affiliate

Page 9: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Factors in choosing a CRS

• Determine whether property is affiliate or non-affiliate

• Size and design of database

• Application service provider

• Web reservation system

Page 10: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Other HIT services

• Billing of guests (rooming cycle)

• Security• Guest comfort and

convenience• Video games and

Internet

Page 11: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Sales and Marketing

• Database of customers

• Email• Voicemail• Internet

Page 12: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Catering

• Event management• Software

– Caterease

– Delphi

Page 13: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Front of the House Systems

• Point of Sale (POS)• Kitchen display

systems• Guest services

solutions

Page 14: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

POS Systems

• Central processing unit (CPU) interfacing with individual units– Acts as a cash register– Guest transactions– Sales and guest checks

• MICROS

Page 15: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Choosing and Implementing a POS

• Contingents– Size and type of operation

– Security issues• Guest identification verification

• Ease of training for manager and employees• Compatible with financial applications• Uses Microsoft Windows NT and SQL• Scalable over time

Page 16: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Product Management

• Multiple costing methods

• Units and counting locations

• Maintains perpetual inventory balance

• Supports scheduled count

• Detailed recipe management

• Real-time depletion of inventory

• Batch recipes

Page 17: 20 CHAPTERCHAPTER CHAPTERCHAPTER ©2004 Pearson Education, Inc. Upper Saddle River, New Jersey 07458 Introduction to Hospitality Management, First Edition.

20

CHAPTER

CHAPTER

©2004 Pearson Education, Inc.Upper Saddle River, New Jersey 07458

Introduction to Hospitality Management, First EditionJohn Walker

Back of the House Systems

• Inventory and food costing

• Labor management

• Financial reporting