Ict & E-Commerce for Hospitality Industry
Ict & E-Commerce for Hospitality Industry

Ict & E-Commerce for Hospitality Industry

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  • Pages: 7 (3244 words)
  • Published: October 17, 2017
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ICT & E-COMMERCE FOR HOSPITALITY Module: ICT 106 Institute: Ealing Hammersmith and West London College Submitted by: Jabedur Rahman (ID: 765453) Submitted to: Mr. David Preston Submission Date: 1 March 2011 Contents * Executive Summary * Introduction * Discussion A. >The application systems used by Marriott Forest of Arden, And The principal technologies used in its operation B. >The management information systems used by the hotel And their roles in both the identification and delivery of business. C. >How modern trends might effect the technology. With Supporting arguments. * Conclusion * References

Executive Summary The discussion of the report is divided into three parts. The first part will describes the existing principal technology and computer based application used by Marriott Forest of Arden hotel through Value Chain. It will mostly focus on operational aspect, how the technologies help the smooth running of the guests stay and of the hotel from day-to-day. The second part will focus on different information systems used by the hotel and its role in identification and delivery of business strategies for the hotel. It will also say about how MIS helps managers and executive directors to make decision.

The third part will discuss on where is technology going and how is that going to affect the Hotel and the systems which appear in part one and two. Finally the entire discussion will come to en end with supporting arguments and references. Introduction: Marriott Forest of Arden Hotel and Country Club is a four star luxury brand hotel operated by Marriott Hotel and Resorts. It is a franchise hotel located four miles away to the east of Birmingham Int

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ernational Airport. The hotel is famous for its golf courses and golf academy. People from all over the west midland gather her for this.

It belongs to 214 bedrooms with two large restaurants and bar, Besides that it has many other departments like C&B (Conference & Banquette), Finance, Health and beauty, Leisure Club, Housekeeping, HR, Kitchen, Maintance, Reception a large sales and marketing team. Particular department has particular function for the operation of the hotel. The application systems used by Marriott Forest of Arden and The principal technologies used in its operation The Marriott Forest of Arden is run by three major functional areas- HR department, Finance department, Sales and Marketing department.

The front desk, concierge, bar, restaurant and gymnasium work for its operations. There are different software systems used by each of these areas. They help the smooth running of the guests stay and of the hotel from day-to-day. It will be easy to understand how our hotel runs if we take help of the Value Chain model of Michael Porter described in the book “Competitive Advantage: Creating and Sustaining Superior Performance” (Porter, 1985) ? 1. Michael Porter descried in his Value Chain how an organisation works with its different department.

He divided the total activities into two parts- Primary and Secondary activities. The primary activities are the activities related to production that include inbound logistics, operation, outbound logistics, sales & marketing and services. These primary activities are facilitated by some supporting activities. These supporting activities provide the necessary support for the effectivenes

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and competence of the hotel. The supporting activities include firm infrastructure, HRM, Technology development and procurement or purchasing. ?Figure 2: The Value Chain (Porter 1985)

Now let us see how the ICT contributes in both the primary and secondary activities of the Value Chain. As inbound logistics of Marriott Forest of Arden we see Marriott’s own website plays an important role for hotel booking, reservation service and different inquiries. There are some other search engines that are linked to the websites. The websites is automatically updated in every 10 minutes. The main purpose of the website is to facilitate and accelerate the booking performance and quick information supply. Moreover, ICT is used for the inventory reception, management and proper distribution.

When the necessary raw materials come from the suppliers it requires proper control and management system. Computer plays an important role for the management and distribution to manufacturing where necessary. In operation, to transform the input or raw materials to output there are also several ICT are used. For example in the kitchen there are different machines for heating, cooling, cooking, measuring, cutting etc. There are so many kitchen appliances that highly technology based like blender, digital cooker, microwaves oven, toaster, freezer, dishwasher, glass washer, coffee machine, digital hobs, ice makers etc..

These kind of suppleness facilitate and accelerate the performance and accuracy. Marriott use a distinctive operating system for its front desk. It provides a competitive advantage to the hotel. This operating system helps express check in and registration. Use of electronic key card instead of general door keys has given extra security and flexibility for the hotel guest and their own possessions. It is impossible to operate a big hotel like Marriott with no computerized guest accounting and guest data utilizing. For the sales and marketing the information technology plays an important role.

Recently, Forest of Arden hotel has started using automated checkout system. It is quick and impressive. It glorifies the POS and improved the service quality. In gym there are many digital machine are used like treadmills, digital exercise bike, vibration plates, digital rowing machine etc. These digital machines add value to the hotel by attract the guest. The restaurants and bar use Micros for its quality service in the Forest of Arden. This Micros system is very power system for the hotel. It easily communicates different departments of the hotel.

It provides accurate data of the foods & wine and money. For example, if the staff sent an order through the micros it goes immediately to the kitchen with time and special preparation Indication. Not only restaurant or bar all other departments of the hotel use POS terminal and by this actual investment often come out within a quite short time due to better cost and inventory controls. The house keeping department use cordless walkie-talkies for guaranteeing their quick customer service. They use distinctive software to preserve their data of guest and rooms and for the lost and found properties.

They department has computer management system to control heat and air conditioning. The most importantly, all the primary activities are linked to each other. It is hardly possible to ensure better

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