Done by:
Tok Hwee Hoon Evelyn ( Leader)
Teo Li Qin (Asst. Leader)
Globalization has changed how business run these days, this has also changed how info-communication technologies have help in operations of businesses as well as how business communicate and function.
Many hotels in the world today have got many branches around the world and hotel guests may prefer patronizing the same hotel worldwide due to the excellent service as well as the benefits being a member of the hotels group.
In order to upkeep information of this group of customers, hotels have invested in Info-communication software and hardware to share information, host hotels reservation website and to speed up hotels operation.
Base on our research, we have found out how MICROS a software use mainly in hotels, restaurants have help change the operations of hotel operation.
In many branded hotels like Holiday Inn, they use systems like MICROS to run their day-to-day operation. In terms of front desk service, kitchen ordering systems, Room service, concierge and online reservation system, Micros is a shared system in to all departments and other branches in other countries.
Previously, if a guest was to check in, the receptionist will have to ask the guest to fill up all the information and details. Now information as shared to all branches and the guest will not require to fill up any details if he or she has stayed with Holiday Inn previously as such all her preference and dislikes are also shared with the branches. As long as the guest has reserve the room, the system will be able to prompt all relevant departments to prepare the room according to the guest’s preference. This information will also be shared to her preferred dinner outlet within the hotel. Next, the hotel guest will enjoy the convenience of a single payment as all payment is charged to her room. This is due to the use of a shared network of information.
Now, with the help of new info-communication technologies, reservation of a hotel room can be done in many ways, through phone, Internet booking, Iphone applications, Short Message Services and email. While traditional hotel booking methods reservations can only be done through phone calls, fax and email. Due to the technology advancement, hotels in the world have partnered with many online hotel agents such as asiarooms, zuji and holidayInn.com. The guest can have the convenience of making comparison between difference hotels, the room rates, locations, service standards, room availabilities and the reviews of previous guests. For example, consumers can just log on to the Holiday Inn website and key in the country that they will be visiting, arrival and departure dates and their preferred ratings of the hotels that they would consider. Instantly, the website will list down each of the hotel room availability, packages and facilities. This allows consumers to make their comparison immediately without going through the hassle of calling various hotels to check their availability and rates. In additional, instead of having numerous memberships with different hotel, guest now can just hold a single membership with one of the agents and enjoy privileges on all hotels. Through the online hotel agents, guest’s preferences are not confined to only a few hotels that they have in mind but also array of other hotels might provide even more attractive packages compared to those branded hotels such as Intercontinental and Hilton. Info-communication technologies have provided people with more efficient communication and making better decision.
In addition, online traveler agents not only provide access to hotel bookings, their websites now even provide vehicle rental service, air ticketing, tourist attraction booking services as well as reviews and recommendations on places to visit. All information is available to the consumer at the click of a finger, which is made possible by the new info-communication technologies. A recent article that was published by the Straits Times Singapore on the 6 October 2010 states that a travel survey that was conducted base on surveys taken at 7 major airports on five continents. The results had shown that more and more travelers prefer to plan their travelling plans on their own instead of seeking help from the traditional travel agency as travelers can have a better flexibility and control over their travel plans.
In conclusion, info-communication systems has helped to simplify hotel operations day to day running operations and helped travelers reduce the time that they used to spend on comparison and checking of hotel room availabilities. This has bought great convenience to not only the travelers but also to the hotel management as all the guests information will be recorded in their system.
