PowerPoint Presentation 03/01/2014 1 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved1 Technology Strategies for the Hospitality Industry, 2nd[.]
03/01/2014 Hotel and Resort Technology Chapter Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved INTRODUCTION • Hotels and resorts, especially large ones, are extremely complex businesses – In fact, they are made up of a collection of businesses (or profit centers) – These profit centers include lodging operations, food and beverage outlets, retail stores, meeting rooms and banquets, spa, parking, and more Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 INTRODUCTION FIGURE 7-1 Hotel Technology Schematic for a Typical Full-Service Hotel Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved THE GUEST LIFECYCLE • Hospitality is not about discrete transactions; it’s about relationships • It’s all about providing personalized guest services that meet or exceed guest expectations • In the end, it is about the experience and pleasantly surprising or wowing guests Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly FIGURE 7-2 Everything Revolves around the Guest in a Guest-Centric Model Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 THE GUEST LIFECYCLE FIGURE 7-3 Guest Lifecycle Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved THE GUEST LIFECYCLE Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 THE PROPERTY MANAGEMENT SYSTEM • At the heart of any hotel or resort technology portfolio is the property management system (PMS) – This system is essentially the nervous system that runs the hotel or resort and the system with which most other property-based systems must connect or interface to exchange data (such as guest charges from the property’s restaurant, bar, and retail outlets and other areas in which guests can make purchases) Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved THE PROPERTY MANAGEMENT SYSTEM FIGURE 7-5 Property Management System Functionality Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 THE PROPERTY MANAGEMENT SYSTEM • In its most basic form, a PMS must be able to perform six basic functions: – Enable guests to make reservations – Enable guests to check-in/register when they arrive and check-out/pay when they leave – Enable staff to maintain guest facilities – Account for guests’ financial transactions – Track guests’ activities for use in future sales efforts – Interface with other systems Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved THE PROPERTY MANAGEMENT SYSTEM FIGURE 7-6 This reservation screen of the MICROS Corporation Opera property management system contains many necessary pieces of guest information for various hotel departments (Source: MICROS/Fidelio, Inc.) Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly 10 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 THE PROPERTY MANAGEMENT SYSTEM FIGURE 7-7 The management of hotel rooms can be a daunting task With many different and constantly changing characteristics, organizations can benefit from department-specific modules of a property management system such as housekeeping from MICROS (Source: MICROS/Fidelio, Inc.) Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly 11 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved FOUR KEY INTERFACES • While all of the interfaces described in the earlier section are important, there are four interfaces that warrant more in-depth discussion • These include: – Real-time interface with the global distribution system (GDS)/CRS – The activities management systems – Built-in revenue and yield management tools – The enterprise Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly 12 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 The Enterprise FIGURE 7-8 An Enterprise View of the IT Portfolio for a Hotel or Resort Business Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly 13 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved The enterprise cont FIGURE 7-9 Within a brand, there may be numerous hotels; therefore, systems are used to manage multiple properties and each a customer across the entire company This MICROS screen shows how chains are moving towards more global systems in customer service Here, different customer criteria may be applied to specific member hotels around the world (Source: MICROS/Fidelio, Inc.) Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly 14 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved 03/01/2014 GRAPHICAL USER INTERFACE • For hospitality professionals employing a PMS, however, there may be no single element of the system more important than the user interface – Not only must modern PMSs’ user interfaces support the rapid training of a workforce that historically turns over almost two to three times per year, but going forward, the PMSs’ interfaces will also have to support direct guest usage without the assistance of hotel staff – Whenever a choice is made regarding which PMS to use, study the interfaces Technology Strategies for the Hospitality Industry, 2nd ed Peter D Nyheim and Daniel J Connolly 15 Copyright ©2012, 2005 by Pearson Education, Inc Upper Saddle River, New Jersey 07458 • All rights reserved