...[pic][pic] E-Commerce Management (Lecturer: Mr Damien Yam) Individual Assignment Assignment Question: Explain how the use of Information Communication Technology (ICT) and E-Commerce has produced competitive advantage to Hospitality Industry Done by: Jane Lim Chiew Ping Submitted on: 19th November 2009 Table of Contents Page 1.0 Introduction……………………………………….. ………03 2.0 E-Commerce Applications for Hospitality Organizations…05 3. Lodging……………………………………………….........06 4.0 Food Industry………………………………………………12 5.0 Meetings and Events………………….……………………14 6. Entertainment/Recreation………………………………….15 7. Airlines………………………………. ……………………16 8. Travel Agents……………………………………………....19 9. Cruise Lines ………………………………………………..21 10. Conclusion……………………………………………….. ..24 11. References………………………………………………….25 [pic] Introduction When most people think about hospitality industry, they have visions of hotels, airlines, cruise ships, restaurants, health spas, and the like, based on their personal experiences. All aspects of the industry are involved in business processes at the operations level. Business processes consist of transactions and interactions with guests or customers, employees and even other businesses. A transaction is an activity such as checking in to a hotel or placing an order in a restaurant. Interactions include the relationships that...
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...University of Phoenix Material Hospitality Information Systems: Third Party Reservation Options • Four Levels of E-Commerce Matrix The hospitality industry depends very heavily on e-commerce transactions. These e-business transactions occur at four levels of interaction. In the matrix below, first provide a description of each e-commerce level. Then, provide examples of each of the e-commerce transactions. Finally, provide third party hotel reservation Web site transaction examples for each of the four e-business levels. Note each of these details within the Matrix below. Four Levels of E-Commerce Matrix | |Description of E-Commerce Level |Examples of E-Commerce Transactions |Third party Hotel Reservation Web Site | | | | |Transaction Examples | |(B-B) |Transactions involving business to |Online brokers of travel and lodging |Orbitz, Expedia, CheapFares.com, Hotels.com| |Business to |business entities (Tesone, 2006) |arrangements (“clicks ‘n bricks”) | | |Business | | | | |(B-C) | | ...
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...IT and Internet’s Impact on Tourism and Hospitality Industry: Implementations of technologies for Hilton Hotels Group. Demonstrate critical and evaluative interpretation and application of theoretical IT/ e-business concepts to a current tourism and hospitality market situation in order to build sustainable competitive advantage. I Introduction Accompanying the technological revolution of the 1990s there are many new opportunities and challenges for the tourism and hospitality industries. Since tourism, global industry information is its life-blood and technology has become fundamental to the ability of the industry to operate effectively and competitively. Poon (1993) suggests that the whole system of information technologies is being rapidly diffused throughout the tourism industry and no player will escape information technologies impacts. The report below gives an insight into the importance of application of information technologies and the use of Internet in tourism and hospitality industries. Two given strategic frameworks provide the analysis of the Internet and its impact on these sectors. This paper also aims to show how technological innovations and information systems can be beneficial for the hotel companies, by using the example of Hilton Hotels Group. II IMPORTANCE OF TECHNOLOGY IN TOURISM AND HOSPITALITY SECTORS Market wisdom today suggests that hospitality companies must embrace technology to compete against traditional competitors, as well as entrants...
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...Customer relation management (CRM) Topic- Comparative analysis of CRM tools in Hospitality industry ACKNOWLEDGEMENT We would like to express our gratitude toward Mrs. Vandana Ahuja ma’am for her kind co-operation and encouragement which helped us in completion of this project. We would also like to express our special gratitude and thanks to industry persons of Taj and Oberoi group of hotels for giving us such attention and time. Our thanks and appreciations also go to our colleagues in developing the project and people who have willingly helped me out with their abilities. * Group members INDEX 1. CRM introduction 2. Architecture of CRM 3. Hospitality industry 4. Classification of industry 5. Top players in India 6. Challenges for hospitality industry 7. Customer management in hotel industry 8. Research framework 9. Technology and CRM 10. CRM software for the hotel industry 11. CRM in Oberoi hotels 12. CRM in TAJ hotels 13. CRM implementations 14. Conclusion 15. Recommendation 16. Bibliography CRM INTRODUCTON Customer satisfaction is a business philosophy which tends to the creation of value for customers, anticipating and managing their expectations, and demonstrating ability and responsibility to satisfy their needs. Qualities of service and customer satisfaction are critical factors for the success of any business. Enterprises exist because they have a customer to serve. The key to...
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...Computerisation Strategy Proposal for the new TVU/LSHT training hotel (2009) 1. Introduction The aim of this report is to look at the possible implementation of computer and information technologies at the Thames Valley University, London School of Hotel Training (TVU/LSHT). This has become necessary because the business has experienced a severe downturn in revenue since 2009 which has resulted in them experiencing trading losses and a lack of investment in both the business and the facilities. Consequently, it has been recognised that a new strategy needs to be devised; which will include the development of new facilities, the enhancement of existing facilities and the introduction of a hotel wide computerisation system which will maximise the hotels operational efficiency. This proposal will specifically present the Consultants vision for the effective and successful introduction of information technology within the TVU training hotel; it will also take into account the increasing statutory obligations that it needs to meet. According to Wood and Brotherton (2008, p.331) Lodging businesses can no longer expect to succeed without the solid support of information technologies (IT), this is true for a variety of reasons but is partly because the current customers that the lodging establishments are looking to attract are part of the Net Generation, these people are surrounded in their daily life by IT, if these people are not provided with the technology that they...
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...com; caooc@hotmail.com Issues, Challenges, and Trends, that Facing Hospitality Industry WANG Jin-zhao1 WANG Jing2 Abstract: This article presents findings of issues, challenges and trends that hospitality industry might fact in the year ahead respectively. Top issues that will influence the global hospitality industry in the year ahead include sustainable development calls for green hospitality, labor cost, multicultural issues and higher education. Challenges that facing hospitality include will include operating issues, marketing issues, technological issues and economic issues. Identified ten key trends that, taken together, we believe will shape the hospitality sector this year and for years to come include rapid growth in vacation ownership, integration & globalization, new management. Key words: Issues; Challenges; Trends; Hospitality Industry 1. ISSUES IN HOSPITALITY INDUSTRY 1.1 Sustainable Development Calls for Green Hospitality Going green is a white-hot issue in the hospitality-design industry. People are beginning to look at sustainable solutions in a whole new way. The perception of green has changed; it has gone from a fringe movement to mainstream. As a sign of its sweeping popularity, one of the best attended sessions at the recent Lodging Conference in Phoenix was: “Going Green: Environmentally Profitable Hotels.” Some of the pioneers of the green hospitality movement, there were to share their challenges and triumphs in working toward...
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...Accounting in tourism or hospitality organization. 3 P1.2: Difference between financial and management accounting 3 P1.3: Difference between a sole trader, a partnership and a limited company 4 P1.5: Use of financial software in Tourism and Hospitality business 5 P1.6: Impact of changes in IT and internet on hotels and airlines 6 P2.1: Double-entry book-keeping 6 P2.2: Calculattion and account for VAT on purchases and Sales 7 P2.3: Cash receipts, cash payments and bank reconciliation 8 P3.1: How a trial balance is constructed 8 P3.2: Trial balance along with adjustments used to prepare fianl accounts 9 P4.1: Sources of finance available to a business 9 P4.2: Reasons and the process of budgetary control 10 P4.3: How to prepare a simple cash budget 11 Conclusion: 12 References…………………………………………………………………………………………………………………………………………….13 Introduction: Business organizations face intense competition in today’s global business world. Tourism and hospitality are very large industry. A lot business organization is competing for their success in tourism and hospitality industry. The success of business organizations depends mostly on managerial decision making. However managers cannot make proper decisions if there is no information available. Financial information is the most important information for all kinds of business organizations. Without proper financial information proper managerial decisions...
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...With over 100 hotels in more than 90 destinations, ITC Hotels has set new standards of excellence in the hotel industry in accommodation, cuisine, environment and guest safety. As one of India's most dynamic hospitality chains, ITC Hotels has set standards for excellence in the hotel industry by pioneering the concept of branded accommodation. First to introduce branded cuisine, its restaurants Bukhara, Dakshin and DumPukht are renowned for their delicious and authentic Indian cuisines from the different regions of India. With its exclusive strategic tie up with Starwood for its top of the line premium brand the 'Luxury Collection', the group is strengthening its international marketing stance. ITC Hotels was also instrumental in bringing the 'Sheraton' brand to India, with which it enjoyed a three-decade exclusive partnership. ITC Hotel's properties are classified under four distinct brands:- LUXURY COLLECTIONIn 2007, ITC Hotels entered a new phase in its collaboration with Starwood Hotels & Resorts. ITC Hotels now has an exclusive tie-up with Starwood in bringing its premium brand, the 'Luxury Collection', to India. These are seven-star super deluxe and premium hotels located at strategic business and leisure locations. WELCOMHOTELS It offers five-star hospitality for the discerning business and leisure traveler. Sheraton Hotels – Sheraton Rajputana Hotel Jaipur, Sheraton Chola Hotel Chennai, Sheraton Park Hotel and Towers, Chennai and Sheraton New Delhi offer warm, comforting...
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...Introduction to Hospitality Industry UNIT 1 1.1 1.2 1.3 Meaning and definition Historical evolution and development Hospitality as an Industry 1.1 Introduction Meaning and definition Tourism is not just about the facilities and attractions provided for visitors. It is about people and especially about the relationship between the customer and the individual providing service. Everybody employed in tourism needs to have the knowledge, skills and attitudes to provide the standard of product and service that customers expect. Knowing about the tourism industry, its component parts and especially where you fit in is an important starting point to a successful career in tourism. What Is Tourism? Tourism may be described as the activities of tourists and those who cater for them. It is a highly diversified business with many component parts ranging from airlines to hotels. Tourism is concerned with providing: Travel and transport facilities Accommodation Food and drink Entertainment/recreation Information and assistance Souvenirs Above all, tourism is a hospitality industry providing a service to visitors in a warm and welcoming way. ICHM Page 1 Introduction to Hospitality Industry Who Are Tourists? Tourists are people who for a variety of reasons travel to destinations, where they stay at least one night. Excursionists are also visitors that do not make an over-night stop, such as daytrippers or people on cruises. There are several basic types of tourists: ...
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...major responsibility in developing and executing plans developed by the corporate owners, general managers, and other members of the management staff. Front Office Manager - The person responsible for leading the front office staff in directing hospitality -Reviews the financial draft of the night audit, daily review of the financial accounting procedures at the front desk and other guest service areas during the previous 24 hour period and an analysis of operating results Desk Clerk - verifies guest reservations - registers guests -assigns rooms -distributes keys -communicates with the house-attractions -accepts cash and gives change -act as a liaison between the lodging establishment and the guest as well as the community Cashier- processes guest checkouts and guest legal tender and provides change for guests. Reservations Manager - can be found in the many of the larger lodging establishments * Responsible for taking incoming requests for rooms and noting special requests for service * Aimed to provide the guest with requested information and services as well as accurate confirmation of these items. * Responsible for keeping an accurate room inventory by using reservation module of a property management system * Communicates very effectively with the marketing and sales department Front office is one of the most important departments of the hotel which is located...
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...Related Literature Related Studies Chapter III METHOD AND PROCEDURES Research design Research Environment •Historical Notes • Location Research Respondents Research Procedures Research Instrument Statistical Treatment Chapter IV Thesis Title <Title> Document of the Current System Hardware Setup Software and Application Used Document of the Proposal System Cost Benefit Analysis (CBA) Gantt chart Requirement Analysis Specification Data Flow Diagram System Flowchart Database Design Introduction Information Technology has brought different changes in the environment especially in the growth of advanced technology. Modern technology is used by many establishment either private or public in order to benefit the advantages that it brings to them. They use a computer as one of the devices to make work easier and faster. It is one of the aspects considered in order to gain accurate computation and easy manipulation of data and information in convenient way. This study reviews the development of approaches to reservations management in the hotel industry alongside models of the stages of development in information technology. An Online hotel reservation systems are increasing in importance and greatly facilitate cross border consumer activity. The Internet has enabled hotels to contract directly with a huge number of potential customers. It has also revitalized the role of agents and lead to a new type Of agent, the web agent or travel gate, selling...
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...I. Applying TQM in Hospitality industry The hospitality industry has strong market competition; therefore, customer satisfaction and retaining loyalty will be crucial for a hotel’s success. The concept of quality management in hospitality industry is very important. The hospitality industry is one of the most important industries in the world that has been growing at unprecedented rate owing to the increased rate of globalization. The increased activities in tourism industry and increased international trade are among the factors that have led to increased growth of the hospitality industry. Total Quality Management (TQM) methodology can help organizations to achieve business excellence by improving customer satisfaction, cost effectiveness and competitive advantage. This methodology is useful for the hospitality industry. In a hotel, any quality problem will encourage guest complaints. A hotel serves human beings and everyone has different preferences and requirements which makes it more difficult to control quality in a hotel. For successful TQM practice, organizations have to integrate the quality management into the business strategy and to align the goals both horizontally and vertically throughout the various levels within the organization. In a typical hotel, there are three vertical levels - the senior management level, the business level (middle management) and the functional level (shop floor). Horizontally, there are departments – front office, food...
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...Acknowledgement Chapter 1 Introduction Chapter 2 Background of Alendo hotel Chapter 3 Activities recommended at the Reception Chapter 4 Reservations Procedures Chapter 5Basic equipment and procedures at the reception Chapter 6 Etiquette of front office personnel Chapter 7 Recommendations Chapter 8 Conclusion references INTRODUCTION The mere mention of the word hotel conjures up exciting images of a busy lobby filled with international dignitaries, celebrities, community leaders, attendees of conventions and large receptions, businesspersons, and family vacationers. The excitement that you feel in a hotel lobby is something you will have forever in your career. Savor it and enjoy it. It is the beginning of understanding the concept of providing hospitality to guests. As you begin to grasp the principles of a well-operated hotel, you will discover the important role the front office plays in keeping this excitement intact. (Don Hellriegel, 1991) The front office is the nerve center of a hotel property. Communication and accounting are two of the most important functions of a front desk operation. Effective communications with guests, employees, and other departments of the hotel are paramount in projecting a hospitable image. Answering guest inquiries about hotel services and other Guests, marketing and sales department requests for information on guest room availability, And housekeeping department inquiries concerning guest...
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...Differentiation Through Customer Relationship Management List of Key Issues or Problems in the Case * Hilton’s strategy to maintain its leadership position in the US as well as in the international lodging market * Hilton’s focus on profitability and Return on Investment * Personalized customer service and development of Customers Really Matter initiative (CRM) * Implementation of a new enterprise system OnQ and the associated costs * Maintaining competition with other hotel brands Discussion questions 1. What is Hilton’s core business? The case presented in the book describes the evolution of Hilton Hotels Corporation, nowadays known as Hilton Worldwide. It is a public company founded in 1919 by Conrad Hilton. Hilton is one of the leading hospitality companies comprised of over four thousand hotels in ninety-one countries. Hilton’s web site states the following: “Ten brands, more than 4,100 hotels, and more than 300,000 Team Members across corporate offices and owned, managed and franchised properties make us the world’s leading hospitality company.” Hilton’s core business is to provide outstanding customer care of their guests, ensure their one of a kind experience while staying at the hotel. The acquisition of Promus Hotel Corporation in the year of 2000 added additional 1700 hotels to Hilton Worldwide. The company also invests heavily in the new hotel development, franchising and affiliating with real estate owners. Hilton Worldwide owns a considerable...
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...him for measurable and substantial returns. CRM is a vast subject where the concept of one to one marketing is supported by Database Marketing. MAURYA SHERATON DEFINES CRM AS “Customer Relationship Management is a process of managing customer relations in an organized way”. They aim at managing “each moment of truth” that is experienced by the customer. According to Mr Hariharan there are various contact points where the hotel comes in direct contact with the customer which are known as ‘Touch points’ in the CRM language. These touch points are considered important as there is direct interaction with the customer and they provide valuable input to the hotel. The input provided by the customer has to be captured in such a way that it becomes information and can be used by various processes within the hotel. This can be done with the help of technology and the aim is that whenever there is a customer interface with any of FIELD PROJECT CRM IN HOTEL INDUSTRY those processes they are able to use that information in servicing the guest in a most efficient manner. CRM PROCESS AT MAURYA SHERATON HAS BEEN DIVIDED IN TWO STEPS 1. Identification of all Customer Relationship management ‘vehicles’ 2. Integration of these Customer Relationship management ‘vehicles’ Vehicles are the points from where the customers can be managed from DATA CAPTURE VEHICLES Maurya...
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