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MBA HR Semester spring2011

Organizational behavior



Select an organization from hotel

industry and observe how the management used Information

technology In communication



Contents

Introduction

Information technology

Background of Information Technology

Information technology (IT) in hotelManagement

Types of software used in hotels

Information and communications technology

Practical study

Swot analysis

Conclusion & recommendations



Introduction

Information technology

The term in its modern sense first appeared in a 1958

article published in the´ Harvard Business Review´.

³Information technology (IT) is the acquisition, processing,storage and dissemination of vocal, pictorial, textual andnumerical information by a microelectronics- based

combination of computing and telecommunications´



Information and communications

technologyICT, is often used as an extended synonym for

information technology(IT), but is usually a more

general term that stresses the role of unified

communications and the integration of telecommunications as telephone lines and

wireless signals, computers, middleware as well

as necessary software, storage- and audio-

visual systems, which enable users to create,

access, store, transmit, and manipulate

information.



The Importance of Information

TechnologyInformation System plays the role as'enabler and facilitator', which endows with

tactical values to the officialdom andconsiderable step up to the excellence of administration. 'An Information System is aparticular type of work system that usesinformation technology to detain, put onthe air, store, retrieve, manipulate or display information, thereby partisan oneor more other work structure'.



in which authors Leavitt and Whistler commented that "the newtechnology does not yet have a single established name. We shall

call it information technology (IT). Some of the modern and emerging

fields of Information technology are next generation web

technologies, bioinformatics, cloud computing, global information

systems, large scale knowledgebase¶s, etc.

In the early days of computer development, there was no such thing

as a college degree in IT. Software development and computer

programming were best left to the computer scientists and

mathematical engineers, due to their complicated nature. As time

passed and technology advanced, such as with the advent of thepersonal computer in the 1980s and its everyday use in the home

and the workplace, the world moved into the information age.



Background of IT

In relative terms, it wasn't long ago that the InformationTechnology department might have consist of a singleComputer Operator, who might be storing data onmagnetic tape,

In the 1960s and 1970s, the term information technology(IT) was a little known phrase that was used by thosewho worked in places like banks and hospitals todescribe the processes they used to store information.With the paradigm shift to computing technology and"paperless" workplaces, information technology has

come to be a household phrase. It defines an industrythat uses computers, networking, software programming,and other equipment and processes to store, process,retrieve, transmit, and protect information.



Information technology (IT) in

hotel Management Information technology streamlines nearly every aspect of

operations in the hospitality industry, from managing hotelreservations to facilitating communication between restaurantservers and chefs in the kitchen. Computer software also assists

management with back-end operations, from completing payroll totracking inventory.

Hotels needed also the communication called intercom and in whichthe guest can make order through video phones in a remote room,from the counter to the room. The information technology can helpmanage a hotel through advertisement .It the hotel wants to bevisited by many clients .They should make a website that contains

the location of the hotels and what are the amenities. By doing thesetourist from all parts of the world will know the hotel.




property management /accounting (PMS)

Internet/GDS reservations

central reservations POS/hospitality

web site design

Inventory management




hotel software used by the hotel/motelindustry is hotel property managementsoftware (PMS). PMS is a comprehensive

software package that manages allaspects of hotel operations, which hasfront desk, and back office modules thathandle reservations, guest profile/folio,reporting, night auditing, andhousekeeping, accounting, payroll andasset and inventory management



software used in hotels

Hospitality management software includessales and catering software, which willhave a POS(point of sales) module to

manage, and track sales from restaurants,lounge/bar, and room service. Eventmanagement is another important moduleof hospitality management software. Eventmanagement modules managegroup/convention sales, room booking,function and layout.



Software

For reservations, there are two types of hotel software a

CR

S (central reservation system) and anI

BE (I

nternetbooking engine). An IBE allows guests to remotely make

reservations accessing the hotel¶s website. Hotel

reservation systems will also have reservation software

capability that allows guests to make reservations using

a GDS service. A CRS books reservations for multipleproperties.



P ractical study Serena hotel Islamabad



Serena Hotels

The Serena selection of luxury resorts, safari

lodges and hotels spans some of the most

evocative, exotic and enchanting destinations in

the world. The Serena Group comprises a collection of 32

luxury resorts, safari lodges and hotels, which

are located in East Africa (Kenya, Tanzania,

Rwanda, Uganda and Mozambique) and

Southern Asia (Pakistan, Afghanistan and

Tajikistan).



Vision

Serena always endeavor to conserve rather than exploit

nature



Mission

Is to create buildings of outstanding

Ethnic design to offer the highest standardsof Service and product that enables Serena

All to deliver Level of operating standards

This will exceed the level of GuestsExpectations.



Hotel Facilities

387 Rooms including Suites

Limousine Airport Transfer Service

Two temperature controlled Swimming Pools

Shopping Arcade Conference / Events Center

24-hour Business Centre

Wi-Fi Access

High Definition TV with International Channels Room service, Valet & Laundry

24-hour Doctor on Call



how management is using ICT in Serena

hotel

Information technology is playing a key role inthe revival of hotel industry.

Serena is using video intercom in which the

guest can make order through video phones in aremote room, from the counter to the room.

Serena has Website by this tourist from all partsof the world know info about the hotel.

Serena's IT professionals have a hospitalitymanagement background, along with an ITqualification.



Swot analysis

Strengths

Serena is using valuedtraditional services & gettingsupport from moderntechnology.

Cost effective communicationsystem like intercom andbuzzer system is commonlyand effectively used.

Room service, Valet &

Laundry Beautiful décor & interior

Two temperature controlledSwimming Pools

Weaknesses

Need more modern ICT

only for high class

highly expensive



Opportunities

Growing demands of hotels and hospitalityindustry.

Offers of moderntechnology to expandbusiness

Cost effective option byreducing staff throughuse of Modern ICT

Innovation

Increase of links andaffiliations

Threats

Security Situation

Competitors

Inflation The Government

Instability

lack of tourism inPakistan



Conclusion & Recommendation

hospitality ventures are notusing informationtechnology (IT)strategically and are notreaping benefits. Thislack is mostly due to thetrend of staffing of lesseducated persons in hotelindustry. IT can providehospitality firms and

hotels with a sustainedcompetitive advantage,provided the technologycomplements operations.

To boost up their business hotel andhospitality industry mustadopted

adopt the online systems just like E-Booking,

E-ticketing to attractmuch greater number of customers.

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