Federal Agency for Education
RUSSIAN STATE TRADE AND ECONOMICS UNIVERSITY
Faculty of Restaurant and Hotel Business and Services
Department « Department of Management in the service sector »
Discipline
"Information technologies in economics"
TEST
"Application information technologies in the hotel business and tourism."
Zinovieva Yu.V.
Checked:
Assoc. Makhalov A.R.
Moscow 2009
Introduction………………………………………………………………………………..3
hospitality and tourism industry…………………………………………………….5
2. Selection of an enterprise management information system……………12
3. Internet technologies in enterprises………………….…………………17
Conclusion……………………………………………………….…………..26
References…………………………………………………………….……………….28
Introduction
The modern hotel, restaurant and tourism industry has undergone very significant changes in recent years due to the introduction of new computer technologies.
Wanting to increase the prestige of his hotel or boarding house, ensure clarity and efficiency of customer service, establish control over the actions of staff, etc., the hotel manager inevitably comes to the idea of the need to purchase and subsequently implement an automated hotel system.
The successful functioning of any company in the tourism business market is almost unthinkable without the use of modern information technologies. The specifics of the technology for the development and sale of tourism products require systems that, in the shortest possible time, would provide information about the availability of transport means and the possibilities of accommodating tourists, would ensure rapid reservation and booking of places, as well as automation of solving auxiliary tasks in the provision of tourism services (parallel registration of such documents, such as tickets, invoices and guidebooks, provision of settlement and reference information, etc.). This is achievable provided that modern technologies are widely used in tourism. computer technology processing and transmission of information.
The tourism industry is so diverse and multifaceted that it requires the use of a wide variety of information technologies, ranging from the development of specialized software that automates the work of an individual tourism company or hotel, to the use of global computer networks.
There are currently no more than a dozen hotel systems on the market, and a good half of them are adapted imported ones, so the choice, in general, is small. We are talking only about circulation systems and do not consider individual developments made according to the orders of specific hotels and not intended for wide distribution.
The purpose of this work is to consider information technologies in the management of hotel and restaurant complexes and tourism.
In achieving this goal, the following tasks will be solved in the work: firstly, the essence of information technology is considered, secondly, the current state of the use of information technology in hotel and restaurant complexes and tourism is analyzed, and finally, thirdly, it is studied practical experience applications information systems in hotels, restaurants and tourism.
1.Modern information technologies in enterprises
hospitality and tourism industry.
The hospitality industry is the most important sector of the economy of most countries in the world. The modern hospitality industry is characterized by rapid changes in economic conditions, improved quality of services, and the continuous entry of new participants into the market, including foreign ones. These changes have a strong impact on the financial position of Russian hospitality enterprises.
The competitive advantage and even the survival of hospitality industry enterprises depends on innovations in the field of information technology, such as: firstly, decision-making systems based on automated control systems, and secondly, systems related to data storage and intelligent processing.
Currently, the directions of development of information technologies in tourism are:
· local automation of the enterprise;
· implementation of automation programs for the formation, promotion and sale of tourism products;
· use of database management systems;
· use of local computer networks;
· implementation of reservation systems;
· implementation of multimedia marketing systems;
· use of the Internet.
In today's world, no successful hotel can do without the use of information technology. The first hotel systems appeared in the 80s of the 20th century and have come a long way since then. Hotel automation capabilities have become comprehensive, covering all business processes. Russian hotels were isolated from global development trends, but today they are experiencing an avalanche-like transition from the paper-and-manual method of work to the use of automated systems.
The need to implement automated control systems has become an obvious factor in successful business development for most hotels. The use of technology becomes a means of competition. Technological progress is proceeding at a rapid pace. If previously hotels changed technological equipment on average every 7-9 years, today the cycle has been reduced to 3-5 years.
The very fact of installing a modern system does not mean an unconditional return. The effectiveness of automation depends on a whole range of coordinated measures to revise existing methods and procedures, retrain personnel, and develop an information technology strategy for the enterprise.
The value of a control system can be considered in two aspects - the processes that the system automates, and the data accumulated by the system during its operation.
Computer enterprise management systems allow you to automate the routine tasks of hotel staff and management. This achieves a relationship between various services, which increases efficiency and eliminates errors. Many tasks, for example, receiving and accommodating large groups of guests, applying complex tariff plans, become easily feasible. In addition, management receives a powerful tool for monitoring the condition of the hotel and financial flows, and the possibility of abuse by hotel staff is reduced. In general, when using automated systems, the hotel becomes more manageable. Management receives adequate data on the state of affairs at the current time and forecast for the future, and has the opportunity to make correct and timely decisions.
In addition to control functions, the systems offer additional features improving the level of service for guests. The customer becomes the center of attention and receives personalized service as systems accommodate guest preferences. The process of providing services becomes simplified for the client. The system stores data on every guest who has ever stayed at the hotel. On his next visit, she allows him to determine the correct tariff, conduct a quick check-in and anticipate the guest’s wishes. The hotel also gets the opportunity to maintain centralized accounting of accruals and settlements with guests.
Another important aspect of hotel management automation is data management.
Modern hotel management systems are based on powerful databases that allow one to accumulate and store detailed information on the operation of the hotel and its relationship with each guest. And if the automation of hotel functioning processes can be called prerequisite For the successful operation of a hotel, the effective use of collected data is a key factor for the hotel to achieve a competitive advantage in the market.
The accumulated data becomes invaluable capital for the hotel. Guest databases allow you to study the target market of a hotel in detail, predict demand for services, and implement an effective marketing policy.
To make any decision, one has to carry out complex and time-consuming research related to the analysis of diverse information Modern computer technology and software are the basis of all operational activities, forecasting and control. A comprehensive study of information flows requires the analysis of large amounts of commercial and statistical information.
Specialists require not just information about some problem situation, but missing knowledge. To solve a problem, an information system must have knowledge about specific subject areas, as well as how individual facts are related to each other and how the identified dependencies can be used in different circumstances. Such systems become intellectual. Indeed, in the process of solving problems that are characterized by the absence, inconsistency and vagueness of data, and the alternativeness of possible solutions, the importance of not quantitative methods, but heuristic experience increases. In such cases, information expert systems are used, which essentially become decision-making systems. They reproduce the reasoning of experts when solving problems in which the extraction of knowledge from accumulated factual data is of paramount importance. Using the capabilities of such systems in research allows specialists to quickly navigate external and domestic markets, to respond sensitively to changes in consumer demand.
Data management systems include:
OLAP (On- LineAnalyticalProcessing) - operational analytical data processing - analysis of a huge array of data on the activities of a hotel enterprise in order to identify the main development trends, planning and implementation of marketing steps, etc.
Data mining (DataMining). Its main purpose is the automated search for previously unknown patterns in company activity databases, and the use of the acquired knowledge in the decision-making process. Using DM, you can identify, for example, the profile of consumers of a given product, prevent fraud with credit cards, or predict changes in the market situation.
Computer decision support systems. Decision making in most cases consists of generating possible decision alternatives, evaluating them and selecting the best alternative. Making the “right” decision means choosing an alternative from among the possible ones that, taking into account all the various factors and conflicting demands, will optimize the overall value. Uncertainties are an integral part of decision-making processes. An increase in the volume of information, the complication of the problems being solved, the need to take into account a large number of interrelated factors and a rapidly changing situation require the use of computer technology in the decision-making process.
The chapter examines the functional features of hotel enterprises and concludes that for their successful operation it is necessary automated systems management that meets the modern level of development of information technology. The history of the development of automation of hotel enterprises is considered. Information management systems for hotel enterprises existing in the tourism market are presented. Characteristics are given software products for the hotel business, represented on the Russian information tourism market, both from Russian manufacturers and Western developments. Their distinctive features are considered, characteristics are given, and their advantages are analyzed.
Functional features of hotel enterprises
A hotel enterprise is a complex corporate system, the successful functioning of which requires automated management systems that meet the modern level of development of information technology. The primary tasks of hotel management are the provision of quality hotel services and highly professional hotel management. Complex automation of hotels, including automation of booking processes, settlements with guests, agents, tour operators and business activities, is becoming increasingly relevant for enterprises in the hotel industry. Increased competition in hotel market and the growing needs of customers require the hotel to be able to quickly respond to all fluctuations in market conditions. Coordinated and synchronized execution of all business processes of a hotel enterprise is impossible without obtaining operational information about the work of all departments of the hotel. To develop competent and timely management interaction, the use of a hotel automation system is required.
The first automation systems in the hotel business appeared in the 60s. XX century IBM, at the initiative of the largest hotel chains InterContinental, Sheraton and Hilton, has developed the Hotel Information System (HIS) software product. Subsequently, many analogues were created on its basis, automating hotel management processes. In other countries, active development of software and hardware modules for hotel automation began in the mid-1970s.
In Russia, automation of the management of hotel complexes was carried out several decades ago - in the era of the creation of the first automated enterprise management systems. At that time, the development of individual information systems to order for a specific hotel was mainly carried out. This kind of approach is still practiced now, but it is not promising, since creating custom systems has become economically unprofitable. In addition, to date, quite a lot of different management systems for hotel complexes, both foreign and domestic, have been developed, among which you can choose the most suitable one. If necessary, you can always make additional modifications taking into account the peculiarities of the functioning of a particular hotel. Modern hotel information technologies began to be actively used in most cases with the arrival of world-famous hotel brands or hotel chains on the domestic market.
Automation of hotel enterprises involves covering all departments and services of the hotel, including administrative and management, room management, commercial services, engineering and technical services, catering and personal services, as well as various departments offering additional services.
Hotel service is a leading branch of the service sector. The current state of the hotel services market is characterized by a high level of competition, a variety of types of basic and additional services, increasing the level of service. From the point of view of organization and management, hotel complexes are complex systems that consist of various interrelated services. The main typical services of a hotel enterprise are as follows:
- administrative service;
- room management service (reception and accommodation service);
- service department, which is directly involved in serving guests;
- housekeeping service, which provides servicing of hotel rooms;
- commercial service;
- food service;
- engineering and technical service;
- security Service;
- support services.
The room management service carries out the main business processes for booking rooms and receiving and serving guests, and in many ways it determines the quality of the services provided. From this point of view, this service is one of the main objects primarily subject to automation. This unit includes reception and accommodation service workers ( front office), room service staff ( housekeeping), integrated service department, including doormen, bellhops, porters, car drivers, security service, etc.
The main functions of the service include:
- room reservations;
- reception, registration and accommodation of guests;
- accepting payment for services provided and preparing the necessary documentation upon departure of guests;
- providing a variety of household services to guests;
- maintaining the sanitary and hygienic condition of the rooms.
The administrative service carries out the main business processes related to the management of the hotel complex as a whole, coordination of the activities of all hotel services, resolving financial issues and staffing, control functions, etc. Typically, this service includes the director and top managers of the hotel, accounting, financial services, human resources department, etc. From the point of view information processes This service represents the core that should unite all hotel services informationally.
Employees of this block, as a rule, have the most complete access rights to all information operating in the hotel management system.
The commercial service is usually represented by marketing and advertising departments, which perform tasks related to market research, competitors, identifying the needs of regular and potential guests, developing and implementing advertising campaigns, public relations activities, etc. The main goal of this service is to promote the existing hotel product, as well as develop proposals for the creation of new types of services that will high degree likelihood will be in demand on the market. From an information point of view, the main block of information necessary for work is provided by the reception and accommodation service. It is on the basis of this data that marketing research is carried out.
The food service includes restaurants, bars, fast food establishments, cafes, buffets, etc. This service provides one of the main components - the preparation and sale of food, which is part of a comprehensive hotel product. In the structure of a hotel enterprise, this is one of the most important services that directly provides services to guests. Informationally, the food service is a relatively independent structure, but is nevertheless connected with the reception and accommodation service, since planning and forecasting sales volumes directly depend on the number of guests.
Engineering and technical services are engaged in the maintenance of heat and water supply systems, air conditioning, electrical devices, communication and television broadcasting systems, etc. From the point of view of managing this subsystem, the main attention should be paid to the automation of process control. Informationally, this service should be connected with the room management service, from where information about technical malfunctions in the room stock usually comes.
The security service ensures the personal safety of guests and the safety of their property, which is the most important parameter for the quality of service in any hotel. Employees of this service are responsible for damage caused to guests during their stay at the hotel. To ensure the safety of guests, technical means are used, including television cameras that monitor public and office premises, electronic locks, individual safes, centralized storage of client property in a storage room and a safe deposit box.
Ancillary services provide additional paid services. This may include hairdressers, saunas, solariums, gyms, swimming pools, etc. Informationally, these services are connected with the reception service, which receives information about additional services received, the cost of which is taken into account when issuing a guest account.
Organizing the operation of a hotel complex with maximum efficiency and at the level of modern international requirements is possible only with the use of modern computer technologies. Question complex automation all business processes of a hotel enterprise, including reservations, registration and check-in of guests, settlements with them, is very relevant for all hotels. Hotel management automation systems include many functions, including:
- automation of hotel management systems, so-called pms systems (property management system)",
- online hotel booking system;
- hotel personnel management system;
- hotel security system;
- automation of bars and restaurants;
- access control system for hotels.
Many software products on the market in the field of hotel business automation have proven themselves in practice and are constantly being improved and updated by development companies in accordance with user needs. In many software products, at the installation stage, parameters are configured to suit the needs of a specific hotel. In addition, development companies maintain their software products and train users, as a rule, at their workplaces in real-time operation of the system. All this contributes to the widespread introduction of standard software products in the field of hotel business.
Among foreign hotel information systems, the most famous were the Fidelio and Lodging Touch systems. A number of developments by domestic companies have been created to provide automation of hotel complex management, including software products "Edelweiss", "Reconline", "Barsum" (company "Rek-Soft"), the HOTEL-2000 system (company "Intursoft"), software complex "Russian Hotel" (company "Service Plus" together with the company "East Concept"), systems "Hotel-Simple" and "Meridian-1" (company Nortel), system Kei-Hotel (company Kei-Company).
In accordance with the specifics of the work of hotel services, hotel automation makes it possible to increase the speed and quality of daily duties of all hotel employees, including the receptionist, cashier, and manager. Specialized software for the hotel business automates typical business processes of a hotel enterprise and allows you to solve problems such as:
- creating cards and maintaining customer profiles;
- room reservations;
- organization of accommodation of guests;
- accepting payment;
- cash management;
- performing accounting operations;
- generation of statistical data and much more.
Most software products on the market
to automate hotel management they have a modular structure, and the configuration of a specific software product depends on the specifics of the hotel enterprise (Table 4.1).
An effective corporate hotel information management system is an important competitive advantage in the hotel business. Hotel automation is one of the main advantages of hoteliers, which opens up many opportunities for them. With it, business will meet high international standards and bring the desired satisfaction and profit.
Table 4.1
Modern automated hotel management systems
Ending
Complex hotel automation provides up-to-date information about the state of the room stock, the number of reserved or occupied rooms, which is necessary for ongoing monitoring of the activities of the room stock management service. Hotel management information systems allow you to automate the execution of routine tasks assigned to staff. Automation allows you to minimize the likelihood of errors in the work of staff when booking and checking in guests, the so-called human factor, which leads to a decrease in the quality of service. This achieves high level information interconnection between various services, which increases the efficiency of the hotel staff and the quality of customer service. The effect of automation of hotel management is especially high for medium and large hotels, in which the volumes of processed operational information are large.
Information systems make it possible to accumulate various types of information about the activities of a hotel enterprise, which is the basis for conducting a comprehensive analysis of its activities, while increasing the level of controllability of various business processes, reducing the likelihood of abuse by hotel staff, and significantly improving the quality of management decisions. In general, the introduction of modern information technologies into the management system of a hotel enterprise makes it more manageable. Management receives up-to-date data on the operation of the hotel at the current time, has the opportunity to make informed management decisions, and also build development forecasts based on available retrospective data on the activities of the hotel enterprise.
Thus, automation systems for hotel management are not only a tool for operational management, but also create an information base for making long-term management decisions.
In addition to management functions, the systems offer additional opportunities to improve the level of service for guests. The customer becomes the center of attention and receives personalized service as systems accommodate guest preferences. The process of providing services becomes simplified for the client. The system stores profiles for every guest who has ever stayed at the hotel. On his next visit, this information can be used to quickly accommodate the guest and personalize his service.
FEDERAL AGENCY FOR EDUCATION
State educational institution of higher education
vocational education
"ALTAI STATE UNIVERSITY"
International Institute of Economics, Management and Information Systems
Department of Information Systems in Economics
Course work
DISCIPLINE: “Design of information systems in economics”
Hotel information system design
Barnaul 2010
1. RESEARCH OF THE SUBJECT DOMAIN
2. SYSTEM DEVELOPMENT
. 1 Problem statement
2 Designing the “Hotel” system in BPwin
2.3 Building Data Flow Diagramming
2.4 Diagrams of the IDEF3 methodology (Workflow Diagramming)
2.5 Designing a number provisioning database in ERwin
BIBLIOGRAPHY
INTRODUCTION
information system chart data
With the development of information technology, computers, with their expanded functionality, are actively used in various areas of human activity related to information processing and data presentation.
IN modern society, which operates in tough market conditions, timely processing of information helps to improve the organization of production, operational and long-term planning, forecasting and analysis of economic activities, which allows you to successfully compete in the market. Each organization strives to minimize the expenditure of time, material, and labor resources in the course of its activities and simplify the process of processing information. These tasks can be solved using automated information systems.
The use of databases and information systems is becoming an integral part of the business activity of a modern person and the functioning of successful organizations. In this regard, mastering the principles of constructing and effectively using relevant technologies and software products: database management systems, CASE design automation tools and others is becoming increasingly important.
The object of the study is the Empire hotel complex. The subject of the study is the document flow of the hotel complex, as well as the main processes taking place in the Empire Hotel.
The purpose of this course project is to develop a Hotel information system that provides rooms to guests in order to make a profit.
The hotel provides the following services:
provision of numbers,
their maintenance,
administration of telephone conversations.
Automation tools are designed to effectively work with information.
Business process modeling will be performed in BPwin, and database modeling in ERwin.
The main advantage of BPwin is the speed and ease of learning GUI, which allows you to successfully create and analyze models in order to optimize business processes. - a tool for conceptual database modeling using the IDEF1X methodology. ERwin implements the design of a database schema, generation of its description in the language of the target DBMS (ORACLE, Informix, Ingres, Sybase, DB/2, Microsoft SQL Server, Progress, etc.) and reengineering of the existing database.
To achieve this goal, it is necessary to solve specific problems:
Research subject area hotel complex.
Set up the task.
Build a functional model for providing hotel rooms.
Design a hotel database.
1. RESEARCH OF THE SUBJECT DOMAIN
The hotel is integral part the hospitality industry, which in turn belongs to the larger industry - tourism.
Let's define the term hotel. A hotel can be defined as a commercial enterprise whose main task is to provide accommodation and food services to tourists, as well as to rent out conference rooms.
The information systems existing in the hotel combine its various services. Thus, at the beginning there must be some formal structure or internal organization, which, on the one hand, will coordinate the efforts of workers to achieve the goal and mission of the organization and, on the other hand, will allow the use of scientific and technological progress to reduce the time for performing various types of operations. Before designing an IS, it is necessary to clearly know the subordination and connections within the enterprise. An organizational chart is the most visual way to present this information. Management classic Henri Fayol formulated the following principles for creating a good organization.
Unity of management. Regardless of the structure of the organization, the degree of decentralization and delegation of authority, one person must bear full and absolute responsibility for the activities of the entire enterprise.
Scalar method of delegation of authority. Full and absolute responsibility means the right not only to manage, but also to transfer and delegate part of the powers to other persons along the line of management.
Unity of Subordination. Any employee can and should have only one supervisor.
The principle of correspondence. Delegated authority must correspond to the level of responsibility. If a person is assigned certain responsibilities, then he must be given the appropriate powers necessary to fulfill these responsibilities. Communications, communication system. Both formal and informal lines of communication must be established and maintained at all times. Flexibility. The structure of the organization should allow adjustments to be made in connection with changes in methods, tasks, goals, scale of commercial activity, and the emergence of new technologies and resources. Accessibility at all levels of the organization. Any employee of the organization should have the right and opportunity to file a complaint, comment or make a complaint to the appropriate manager.
Since the purpose of an organizational structure is to ensure that the organization's objectives are achieved, the design of the structure should be based on the hotel's strategic plans.
1.1 Isolation of business processes
Let's build an initial contextual data flow diagram. Let's draw a zero process and assign it the name of the system (information system “Hotel”). Since the activity of a hotel is being modeled, the external entities are the employee and the head. accountant. Let's draw external entities and connect them to the null process through data flows. Data flows correspond to documents, requests or messages that external entities exchange with the system.
Figure 1 - Initial contextual data flow diagram.
·Providing numbers
Figure 2 - Business process “Providing numbers”
Providing a room reservation service allows clients to plan and arrange a stay at our hotel in advance. Then, when the client checks in, entry is issued, which includes a personal identification procedure in accordance with the laws of the Russian Federation, that is, when checking into a hotel, you must have a passport with you. Check-in at the hotel is carried out after making an advance payment for the period of stay agreed upon entry or if the period of stay is changed. Registration of departure includes the formation of a final invoice minus an advance payment.
·Room service
Figure 3 - Business process “Room service”
Preparation is cleaning the room before the next guest moves in.
Scheduled room service - regular room service during guests' stay at the hotel.
· Providing telephone conversations
Figure 4 - Business process “Providing telephone conversations”
The staff notifies the guest of the room about missed calls and left messages. A connection to a number combines a connection at the client’s request, as well as calls received by the client to the phone number registered to him during the entire stay at the hotel. Negotiation statistics take into account the number of conversations a guest makes on the hotel telephone and their rates.
2. SYSTEM DEVELOPMENT
2. 1 Problem statement
To develop in a client-server architecture an information system designed for a hotel, an information system database containing information about hotel rooms: category, number of beds, cost of living per day.
The information system automates the reservation of rooms and registration of newly arrived guests (last name, first name, patronymic, information about the identity document, place of permanent residence, apartment number, date of entry, date of departure), keeps records of payments for accommodation and for telephone conversations, facilitates the accounting of employees , reserved and free on this moment hotel apartments.
To implement the assigned tasks, a CASE tool is used top level BPwin, supporting IDEF0 (functional model), IDEF3 (WorkFlow Di) methodologies
A modern hotel is a complex set of functional units, the coherence of which determines the success of the enterprise in the market. Considering modern tendencies in the hospitality industry and competition, which is intensifying, increases the need to ensure the efficiency and accuracy of the work of the staff and the hotel complex as a whole. The solution to this problem is possible only through the introduction of hotel automation systems, that is, the introduction of Automated Hotel Management Systems (ACS) (in English - Property Management System (PMS)).
ACS for hotel complexes is a set of integrated subsystems that create an effective environment for interaction between employees, clients and business partners - travel agencies, corporate clients and tour operators. And although the price of such systems is high, according to research by Microsoft Corporation, most hotels in the West (especially chain hotels) periodically install new system management. This is caused by the pace of growth of competition and technological progress - if previously hotels changed technical equipment on average every 7-9 years, today - every 3-5 years, and the trend towards a reduction in this period continues.
The most popular in this market are Western systems - “Micros Fidelio”, “Lodging Touch LIBICA”, Hospitality Enterprise Resource Planning “Cenium”, Epitome PMS, Amadeus PMS, OPERA; Russian developments— “Nimeta”, “Edelweiss”, “Hotel”, “KEI Hotel”, “UCS Shelter”, corresponding modules of the Galaxy and Parus corporate systems.
Almost all Western suppliers software for hotels have a version of their PMS specifically designed for remote use. These systems are developed using Internet technologies: ASP (Application Server Provider) and “client-server” on SQL based(Standard Query Language). In Russia, these products are represented by the KEI Hotel and Nimeta systems.
The introduction of automated systems in Russian hotels began in the mid-90s. Regarding the processes of automation of activities, the domestic hotel business is inferior to the Western hospitality industry. Thus, within the Marriott Corporation, about 300 highly qualified programming specialists are engaged in the support and development of software products that determine the operating technologies and reporting of executive directorates of hotels scattered around the globe. However, the development of such products alone amounts to approximately $120 million annually, which is considered a cost savings per hotel.
There are three main criteria for assessing the feasibility of investing in automated hotel management systems:
1. Achieving a competitive advantage.
2. Increased work productivity.
3. Maximum use of available hotel resources.
The main requirements of hotels for automation systems are:
— Powerful functionality management of tariff policy, room capacity and guest services;
— Use of all existing sales channels for hotel services (Internet, GDS (Global Distribution System), call centers);
— Wide possibilities financial control and audit;
— Management of profit centers (rooms, restaurants, bars, fitness, laundry, business center);
— Organization of events (congresses, banquets, conferences);
— Availability of interfaces with automatic authorization systems credit cards;
— Availability of interfaces with peripheral systems (interactive TV, telephony, locks, minibars, energy management);
— Possibility of implementing regular guest programs and participating in bonus programs airlines;
— Calculation of commission payments due to travel agencies;
— Possibility to make group bookings with flexible system individual payments to guests;
— Reliability and fault tolerance;
— Maintenance and round-the-clock support.
— Constant development of systems in accordance with market requirements.
All of the above tasks are solved using automated systems. The choice of system depends on many hotel parameters: the size of the room capacity, the availability of additional services (communications, pay TV channels, electronic keys, spa), location, and number of guests.
Programmable telephone exchanges (Alcatel, Ericsson, Siemens, NEC, Defmity, Meridian, GDX, Bosch, Panasonic) are designed for the provision of communication services by the hotel. If the PBX has special software for hotels, the system can support station management functions: online call charging with simultaneous recording.
Among the access control systems for pay TV channels, General Satellite and Guest-Link are common.
Room access control systems (electronic locks) are becoming increasingly popular. The most well-known systems in this area include the American VingCard, the Swedish Timelox, the Spanish TESA, and the Italian CISA.
However, the basis of any hotel automated control system is the PMS, or room management system. It contains information about its current status, accommodation, expected guests and their accounts.
Today, the most common automated hotel systems that are used in world practice are:
1. Hotel management system (PMS - Property Management System):
Micros Fidelio, Lodging Touch LIBICA, Epitome PMS, Amadetis PMS, OPERA, Optima, Cenium, Nimeta, Edelweiss, Hotel 3, KEI Hotel, UCS Sheiter, Parus-Hotel, Galaxy;
2. Restaurant management system (Point Of Sales):
Epitome POS, InfoGenesis POS, Rkeeper, Micros, Parus-Restaurant, 1C: Enterprise 8: Restaurant
3. Event management system (Sales & Catering):
Sky ware Hospitality Solutions Sales and Catering, OPERA Sales & Catering Full Service
4. System telephone service(Telephone Management System):
Alcatel, Ericsson, Siemens, NEC, Definity? Meridian, GDX, Bosch, Panasonic
5. Key System:
VingCard, Timelox, TESA, CISA, Salto, Onity, Messerschmitt, Saflok, Inhova
6. System of electronic minibars (Mini-bar System):
Fidelio Suite 8, Opera Property Interfaces
7. Interactive television system (Video Services System):
General Satellite, GuestLink
8. Energy Management System:
StruxureWare software, Powerstar, Hotelstar
9. Credit Card Authorization System:
Mercury Payment Systems, Tsys Acquiring Solutions, Heartland Payment Systems
10. Warehouse accounting and costing system (Food & Beverage):
Quintiq, Libra F&B
11. Financial and accounting system (Accounting System):
Scala, Navision, 1C
12. Central Reservation System:
Amadeus, Saber, Apollo, Galileo, Worldspan, Abacus, Infini, Core CRO
13. Internet reservation system (Web Reservation System):
Genares, Pegasus IDS Systems
14. Human Resource System:
Faraon, mySAP HR, ScaiaHR, E-Staff, 1C
15. Security System:
Access Control Systems, 2-WAY 9000 Remote Start
Business processes to be automated in a hotel can be divided into two blocks: front office (external business processes) and back office (internal business processes). The front office of hotels refers to structural units, employees who directly interact with clients from marketing, reception and accommodation, reservations and sales, support and service. However, the business is always based on internal back-office processes - structural divisions, hotel employees, who, as a rule, do not interact directly with clients - services for the production of hotel services, finance, personnel, supply, logistics, and the like.
Considering a hotel enterprise as a set of functional departments, we obtain the FOLLOWING structure of an automated hotel management system:
— Database on the server;
— Receptionist module (room module);
— Restaurant module;
— Administrative module;
— Accounting module;
— Additional functional modules,
Automated workstations are united by local computer network, providing comprehensive management of all departments and services of the hotel.
The core of the hotel automation system is the Room Fund Module (Carrier Workstation), the main tasks of which are the following:
— submitting a request with information about the reservation (name and coordinates of the guest, terms and parameters of the reservation, its identifier);
— searching for a number that satisfies the request, reserving it;
— client’s arrival, identification and registration;
— control of regular maintenance (cleaning, delivery of newspapers, breakfasts, etc.);
— information about payment for accommodation, services, deposits made (guest account balance);
— warning about the expiration of the period of residence and the procedure for eviction and settlement, or extension of the period for the provision of accommodation services.
The tools of a typical automated management system include an information warehouse, MOLAP multidimensional analytical processing tools, and a library of standard reporting and analysis forms. In addition, such systems contain a business intelligence system designed to carry out multidimensional analysis and strategic business planning throughout the enterprise. Using such a set of tools allows you to receive timely necessary information to conduct marketing and strategic analysis of the enterprise's activities in order to expand market share, increase revenue and increase hotel occupancy.
To evaluate hotel performance, the business intelligence system uses key performance indicators used in the hotel industry, such as average revenue per room (RevPAR), average revenue per guest (RecPAC), average selling rate (ADR). In addition, the system allows you to consider enterprise performance indicators in various sections with flexible options for detailing information.
Thus, modern integrated automated management systems, combining all the vital elements of the hotel business into a single cycle, make it possible to minimize profit losses at all stages, effectively control the work of staff, and improve the quality of service.
At the same time, the greatest return when using modern computer management systems can be expected from increasing the efficiency of management decisions regarding the positioning of the hotel, the dynamics and development of the industry.
A promising area of automation in the hotel industry, which is actively developing, is the concept of “ Smart House", which means even closer interaction of hotel management systems for automated control systems of engineering networks, energy saving and the like.
Today, most domestic hotels are implementing automation systems that meet modern requirements. The functional part of different systems is similar, the differences are only in the approach to solving the same problems. At the same time, the special value of automated control systems lies in the integration of automation tools into global reservation systems (GDS). These include the four major global booking systems: Amadeus, Galileo, Saber and Worldspan. Together, these systems account for approximately 500,000 terminals installed in hotels around the world, representing about 90% of the market: it is no coincidence that they are called the “golden four”.
The hospitality industry is an important component of the economy of many countries around the world. The modern hospitality industry is characterized by rapid changes in economic conditions, improved quality of services, and the continuous entry of new participants into the market, including foreign ones. These changes have a strong impact on the financial position of Ukrainian hospitality enterprises. The competitive advantage of hospitality industry enterprises depends on innovations in the field of information technology, such as: firstly, integrated automated management systems, and secondly, systems related to data storage and intelligent processing.
For hotels, the issues of comprehensive automation of booking processes for settlements with guests, agents and tour operators, problems of facility security and economic activity are becoming increasingly relevant.
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