Introduction

In this case study report, we have studied about the business system which is Hotel
System. There are many hotels that operate very well and have high popularity in this
industry nationwide or even internationally. We have selected the hotel - ShangHai Hotel as
a basis to gather and analysis some information in their operation and industry that we
needed. We focused on their organisation structure and current systems used. Hence, we have
decided to develop the system – Front Desk System which play an important role in a hotel
for room reservation and also check-in and out instead of their old, outdated paper-based
system.
We have covered several SDLC phases which are:
1. System Planning
- System Request: To recognise the problem of the current system.
- Feasibility Study: To determine whether the new system is viable.
2. System Analysis
- Fact Gathering: To gather information about the current system and also the new
system from the end users to help in developing the new one.
- Fact Recording: Using DFD and ERD to record facts about the existing system.
3. System Design
- User Interface Design: Design the interface based on the user-friendliness
characteristics.
- Input Design: Designing with sufficient data validation.
- Output Design: Produce useful reports such as detail reports, summary reports and
exception reports.

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Case Study Organisation – Background

ShangHai Hotel, Kuala Lumpur

The ShangHai Hotel’s story has begun in 1971. It is a public and independent company
led by Boon Chee Lim, who is their CEO. ShangHai took a global market share of the luxury
hotels market as 1.24% in 2017. ShangHai Hotel’s annual revenue has reached $2B and
2,000 employees are working for the company.

It is famous for its luxury, comfy, beautiful views and gardens, strategic location and
excellent services. It would be an unforgettable experience to have nights spent there.

Product and Services

ShangHai Hotel’s main purpose is to provide shelter for guests. Meanwhile, they also
provide many other services and facilities for guests to be more comfortable, to enjoy and
relax. Some services are included when the customer book a room while some need extra
charges, depending on the hotel’s rules and regulations.

i) Rooms and Suites

- The hotel has guest rooms and suites that are designed with Asian-accented modern style.
Rooms and suites with views of the city enable the guests to have inner peace and relaxation.

- There are different type of rooms and suites provided:

1. Standard Room 4. Studio Room

Each room offers 398 sqf of luxury Each room offers 419 sqf of luxury

From RM800 average per night From RM1500 average per night

2. Twin Room 5. Premier Suite

Each room offers 419 sqf of luxury Each room offers 452 sqf of luxury

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 From RM900 average per night

3. Superior Room

Each room offers 452 sqf of luxury

From RM1250 average per night

ii) Services and Facilities

- The hotel also provides other services such as laundry and valet service, shoeshine service,
restaurants and bars, 24-hour room service, express check-in and check-out services.

- Facilities such as clinic, facilities for the physically challenged, parking facilities, beauty
salon are also provided.

Business Operation

Top Competitors

ShangHai Hotel also faces challenges as there are many competitors in this industry. One of
the top competitors of Shangri-La is Ritz-Carlton which generates 222% the revenue of
ShangHai. Other competitors including Oakwood, Infatuations and many more.

Major Customers

Major type of customer of the hotel are tourists and also businessmen who travel around the
world. Tourists are attracted with the hotel’s Asian accented style which brings up Malaysia’s
unique and beautiful culture. The hotel’s environment is also quiet but filled with passions
which is really suitable for businessmen to do their work here, and also to meet their partners
on business.

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Suppliers

The hotel has relationships with various suppliers to get different type of products from. For
the hotel, the components of the beds are important. The hotel has suppliers which provide
good quality of pillows, blanket, bed sheet and also toiletries. Besides, the raw materials for
kitchen of the restaurants are also the main point when the hotel analysing the suitable
suppliers.

Organisation Structures

ShangHai Hotel System

Finance and Sales and

Human Resources Logistics Front Office
Accounting marketing

Account Training and

Reservation Maintenance Front Desk
Receivable Development

Employee Housekeeping
Account Multimedia Record Security
payable Keeping Service

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Current Systems Used

1. Accounting and Finance System

-The accounting and finance system is to record, summarize and report the
business operation over a period of time that deal with the cost control and
cost of accounting.
-It also monitors the financial activities that conduct in the business operation.
For example, pay the outstanding invoices, collect amounts owed , process the
payroll, compile financial reports and make bank deposits.
-Subsystem of the accounting and finance system are account receivable and  
account payable.

2. Sales and Marketing System

-The sales and marketing system is to sell the facilities and services of the
hotel to the individuals and the groups.
-It is also responsible to sell the rooms, food and beverage or the special
services that provided by the hotel such as massage and the laundry services to
the potential customers through the direct contacts to the clients or advertising
through the social media.
-  Subsystems of the sales and marketing system are reservation and the
multimedia.

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3. Human Resources System
-The human resources system is where the people who make the workforce of
the organization.
- It also responsible to update and prepare the status of the employment record.
For example, employee recruitment, staff attendance, staff training and the
staff promotion. Human resources system is important to make sure the
organisation to have the sufficient and successful employee.
-Subsystems of the human resources system are training development and
employee record keeping.

4. Logistics System
 -The logistics system is to track the daily supplies, keeping the security and
the purchasing appliances.
- It also concerned about security and the safety of the hotel guests, employees
and visitors. For example, patrol the property of the hotel and monitor the
supervision. It also provides maintenance to the hotel and repair the broken
things of the hotel.
-  Subsystems of the logistics system are maintenance and security.

5. Front Office System

-The front office system is enables the staff to handles the customer service
and daily routine of the hotel operations from the room reservation to check-in
and out , guest registration and everything in the between.
- It also provides various services that offer to their guests. The hotel’s front
desk staff will assist the customer in check-in and check-out. It also greeted
the customer when the customer arrives to the hotel and assigned them to get
the room.
-The most important is providing the offers contact with the customer. This
also can make the staff easy to report the cleaning process and make sure the
room is cleaned.

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-Subsystems of the front office system are front desk and housekeeping
service.

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System Planning – System Request

 System Request Form

8
 Instruction of System Request Form

Fill in the information required as below:

1.      Basic information - Name, Email, Department, Date, Phone number

2.      Background of company – Service, Design
3.      Type of request – Develop, maintenance or improvement to the existing system
4.      Brief statement of problem – Problems of the existing system (attached
documentation)
5.      Advantage of changing new system – Benefit of changing the system
6.      Action – Tick on the box either approve or decline. If approved, state the start
date. If decline, state the reason.
7.      Signature – Sign to prove
8.      Date – The date of sign

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 Reason of Request
1. Paper-based system contains mistakes
- With the current paper-based hotel reservation and check-in system, a lot of
paperwork, staff, space and time are needed to complete customers’ requests such
as making reservations.
- Since paperwork need human to do the work manually, with no validation and
references, a lot of mistakes might be made.
- Besides, duplication of data might also happen. When updating data, some data is
updated while some is not. This causes inaccurate of the data.
- For example, when front desk staffs are making reservation for customers,
information might be filled by staff inaccurately and causes problems and
inconvenience for customers.

2. System works slowly and poorly

- The paperwork-based system acquires a lot of time to complete a task.
- When the number of customers increases, the system cannot handle the increasing
number of requests from customers.
- The system works slowly, take too much time to deal with customers each by
each.
- Customers will lose their patience when they have to wait for that long time to
make a reservation and they will also start complaining.
- This situation will make the customers feel dissatisfied about the service and also
affect the hotel’s image.

3. No useful information or reports for management

- The current system is not able to summarize and provide the useful information
and reports for the management.
- To improve the service of the hotel, management need summarized and useful
information to spot out the weakness and strength of the hotel operation to help
with making decisions.

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 - For example, management need the real-time information to have the overall sight
of the operation of the hotel. Reports at every certain time range also helps
management to do decision to improve the hotel’s services.
 Type of Improvement Requested
1. Better Service
- With the current system, a lot of processes and information needed to complete a
task or customer’s request.
- Customer has to provide their personal details and reservation details every time
they want to make a reservation even though they had made reservation before.
- It is convenience for the customers and hence they will lose their patience.
- With improvement of better service, customers do not need to provide their
personal details again if they already have.
- Customers also can make a reservation in shorter time.

2. Improved Performance
- Faster response time is important to improve the ability of the hotel to handle the
large amount of the customers.
- Using computer-based system, much more time is saved to complete a task such
as making reservation, check-in and out, searching for information etc.
- This also enable the system to handle much more number of customers and hence
improve the hotel’s services.
- In this case, the hotel also can increase their sales and reputation to attract more
customers because the system gives response in short time.
-
3. Quality Information
- The current system is not able to provide useful and accurate reports for the
management.
- The new computer-based system is able to summarize the information, records,
transaction of the hotel to specific reports to help in decision making.
- For example, the system may produce detail report which is sorted and
categorized with the room type checked-in by the customers.
- Management is then able to know and analyse the room type that is customers’
favourite.

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System Planning – Feasibility Study

 Cost Summary

Costs Element Element Quantity Price/unit Total

Hardware - Laser printer: Canon imageClass MF113w 2 RM815 RM1630

- Desktop: Inspiron small desktop (3470) 3 RM3299 RM9897
 i7 Processor, Windows 10 Home &
Dual Drive - 1TB + 256SSD
- Dell 19 Monitor – E1916H 3 RM349 RM1047
- Dell wireless mouse WM326-Black S&P 3 RM99 RM297

- Alienware Advanced Gaming Keyboard 3 RM409 RM1227

AW568
- VGA cable 3 RM25 RM75

Software - Microsoft Office Home &Business 2019 1 RM1399 RM1399

- Hotel Management Software: 1 RM15000 RM15000

Easy Innkeeping by Gracesoft

Network 1 RM1855 RM1855

- Client server model: Dell PowerEdge T30
Infrastructure

TOTAL: RM30527

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 Benefits Summary
i)Tangible Benefits
1. Reduce staff costs
- Computer-based system can save cost in paying the salary to the staff who work at
the front desk office.
- With the new system, number of staff at the front desk can be reduced and hence
reduce staff costs.
- Especially on night shifts because the pay to the staff is higher so this is usually an
expensive resource.
- Thus, hotel can reduce costs of number of staff required by installing new
computer-based hotel system.

2. Increased sales revenue

- With new system, the reservation and check-in, out process are simplified and
bring convenience for both front desk staff and also customers.
- The hotel is then able to handle larger number of customers’ details and requests.
- Customers are more likely to come back to this hotel due to the good service
performance and speed.
- This helps to increase the hotel’s sales revenue through the high customer
retention.

3. Reduced mistake
- With the help of the system, it can reduce the number of mistakes made by the
staff.
- When there is less mistake made by the staff, it means more revenue will earn by
the hotel.
- Through the new computer-based system, the information is way more accurate and
up-to-date and hence reduce the probability of double booking or wrong
information shown.
- If mistakes are made on room booking, management have to pay an amount of
money to the customer as refund.

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 - In long term period, the total refund would be a large amount of expenses for the
hotel.

Tangible Benefit – Cost Saved

Tangible Benefit Cost of Current System Cost of New System Cost Saved

Reduce staff cost 216000/year 108000/year 108000/year

(front desk)

Reduce mistake 10000/year 2000/year 8000/year

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 ii)Intangible Benefits

1. Greater reliability and security

- Instead of paper-based files, customers’ personal details are stored in the new
system or the cloud.
- The new system is secured and unauthorized users are not allowed to access to
the data files of the system and not able to do any transactions.
- The relevant data of the hotel is also secured.
- Backing-up data is done time by time to minimise the loss of data.
- This will make the customer choose our hotel because of the better security
and reliability.

3. Faster response time

- Nowadays, customers are not willing to spend time and money to get slow
speed of service.
- They will do research before making room reservation of a hotel.
- When customers request to check-in or facing any problems, our system is
able to solve their problems even though a larger number of customers’
requests.
- In this case, the hotel also can increase their sales and reputation to attract
more customers because the productivity increased which the system gives
response in short time.

4. Improve staff motivation and retention

- The staffs of hotel will feel easier to complete the requests of customers and also
other tasks with simplified processes.

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 - They also don’t need to worry about receiving the complaint from customers
about their service speed are slow.
- The staff will not feel stress when working and can enhance their job
performance. For example, the staff no need to work overtime and can finish their
work on time.
- They may work happily and always smile to the customers to improve the image
of the company customer service.

System Analysis – Fact Gathering

 Interview Questions
1. Who will perform the procedures in the current check-in system most of
the time?
2. Share if there is any situation to work with the current system with a large
amount of information/data.

3. What problem you faced with current check-in system?

4. Share feedbacks from customers that you remember the most.

5. What are the procedures that should be followed?

6. Why are the processes being necessarily?

7. How often the mistakes happen on the room booking process in current
system?

8. How do you avoid double booking in current check-in system?

9. What kind of new functions or features that you hope that the new system
will have to help in check-in system?

10. Are you under any type of time constraint in developing the new system?

11. What is your estimated budget for developing the new system?

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  Questionnaires
1. Which process while checking in that struggle you the most? (Can choose more than
one)
a. Log in
b. Collect Key card
c. Ask for more information
d. Payment process
e. Others: __________________

       2. Due to the previous answer(s), what kind of improvement you hope to see?
        ________________________________________________________________

      3. What new features do you hope the new check in system would have?
a. Sending digital form of information
b. Provide instruction for the reservation process
c. Others: _______________________________

4. How long the staff take to check in for the customer?

a. Less than 5 minutes

b. 5-10 minutes
c. 10-15 minutes
d. 15 minutes and above

5. Do you trust the system to do payment?

a. Yes
b. No. Why? _______________________________________

6. How much would you rate the current system?

a. Bad

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 b. Worst
c. Better
d. Good

7. Which type of check in services would you prefer?

a. Traditional (Paper-based system)
b. Self Service (Computer-based system)
c. Others: ____________________

8. How do you rate the security of the current check in system?

a. 1
b. 2
c. 3
d. 4
e. 5
     Why: ___________________________________________

9. Do you usually get double booking by customer?

a. Yes
b. No

10. How challenged do you on a daily basis at work?

a. 1
b. 2 
c. 3 
d. 4
e. 5

11. How long you usually take to log in to the current system?
a. Less than 5 minutes
b. 5-10 minutes
c. 10-15 minutes
d. 15 minutes and above

12. Are dates handled consistently throughout the system?

a. Yes
b. No. Why: _________________________________

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 13. Can the current system delete and archive the data of the hotel?
a. Yes
b. No. Why: __________________________________

1. How long do you usually take to log out the current system?
a. Less than 5 minutes
b. 5-10 minutes
c. 10-15 minutes
d. 15 minutes and above

System Analysis – Fact Recording

 Context Diagram

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20
 Diagram 0 DFD

21
 Diagram 1 DFD

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System Analysis – Fact Recording

 Entity Relationship Diagram (ERD)

 Attributes and Keys

CUSTOMER (Customer_ID, First_Name, Last_Name, Gender, Phone_NO, Email,
IC_No)
RESERVATION (Reservation_No, Reservation_Date, Reservation_Time,
Customer_ID*)
RESERVATION_DETAILS (Reservation_No*, Room_ID*, No_of_Guest,
Date_In, Date_Out, Remarks)
ROOM_CATEGORY (Category_ID, Category_Name, Price, Capacity)
ROOM (Room_ID, Door_No, Category_ID*)
FACILITY_DETAILS (Facility_ID, Facility_Desc)
ROOM_FACILITY (Category_ID*, Facility_ID*)

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 CHECK_IN_OUT (Check_in_no, Check_in_date, Check_in_time, Check_out_date,
Check_out_time, Customer_ID*, Room_ID*)
PAYMENT (Payment_No, Payment_Date, Check_in_no*)
PAYMENT_DETAILS (Charges_ID, Charges_Type, Amount, Payment_No*)

System Design – Functional Design

 Functional Design

Hotel Front Desk System

Reservation Receive
Check-in Issue Invoice Check Out
Payment
Receive
reservation Receive check in
request
Cancel
reservation Check reservation
details
Process
reservation Check Room
deposits Available
Record
customer's detail Record check-in
details
Print reservation
report Calculate total
payment
Confirmation of
reservation Update room
details
Change room
Confirmation of
check in
Change Check-in
or Print check in
Check-out date report 24
  Functions And Features

i) Reservation

1. Receive reservation - The system receive reservation making request from customer.
2. Cancel reservation - Customer can remove an existing reservation that he have
made.
3. Process reservation deposits - The system will calculate and process the amount of
reservation fee.
4. Record customer’s details - Customer’s details will be recorded into Customer’s
detail file when customers make a reservation.
5. Confirmation of reservation - The system will send a confirmation email to the
customer who made the reservation.
6. Print reservation report - The system will print the reservation report on the request
of management.
7. Change room- The system will allow to change the reservation details if customer
request to change room.
8. Change Check-in or Check-out date - The system will allow to change the check-in
or check-out date for customers’ reservations made.

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ii) Check-in
1. Check-in request - The system can receive check-in request from the customer and
prompt customer to enter details needed regarding reservation and check-in.
2. Check reservation details - The system will check the reservation details whenever
there’s customer check-in to ensure there’s a reservation made.
3. Check room available – The system will check the rooms available for the customer
that have not made any reservations before they walk-in.
4. Record check-in - Check-in time and other check-in details are recorded to check-in
details file.
5. Calculate total payment - The system will calculate the total payment customer need
to pay according to the room they check-in.
6. Update room details - The system will update the room details as the room checked-
in is not available anymore.
7. Confirmation of check-in - The system will send an email to the customers for
check-in reservation.
8. Print check-in report - The system will print the check-in report on the request of
management.

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System Design – Inputs

i) Data Input Screen

Hotel System

Format check

Pull
down
Default Value
list
Ease of data entry

Null Value Check

HELP Facilities

Escapability

27
ii) User-Friendly Features
 Format Check
- Check if the data entered is in valid format.
- Eg: Date format (yyyy/mm/dd).
 Pull Down List
- A list for no. of guest, no. of rooms is provided.
- User just have to select the number instead of typing in.
 Null Value Check
- Check if the required data fields are filled.
- Eg: Check-in, Check-out date, Customer Information etc.
 Help Facilities
- A help button is provided to help user when they face any problems or
questions when they filling in the form
 Escapability
- A message box will show up to make sure the user wants to continue the
function he selected.
- Eg: Cancel and Reserve button.
 Default Value
- Some data field has default value that it is selected by default at the beginning
of the form
- Eg: no. of guest is selected by default with 1 as it is the minimum number of
guest.
 Ease of data entry
- The relevant details are placed in a group box so that the user won’t feel it
messy and confusing.
- This helps users not to miss out any information and any field to fill in.
 Meaningful Error Messages

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 Meaningful Error Message
- An error message will
be shown when user
did not enter the
required data fields

Escapability
- When the user selects
cancel button, a
confirm message will
show up to make sure
to proceed.

Meaningful Error Message

- Error message will be
shown when user
selected Check-out
date that is earlier than
Check-in date

Meaningful Error Message

- Error message show up
when the detail given
is in invalid format (eg.
Email)

Meaningful Error Message

- Error message show up
when customer choose
more than the limit
number of rooms
within one reservation

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iii) Validation Checks
1. Null value check
- The reservation will not proceed to the next process when the
required details are blank such as name, email, contact no, etc.
- Null value for room selections will also show up an error message.
- An error message will be shown when the details are not complete.

2. Format check
- Check if the check-in date and check-out date are in the correct
format (YYYY/MM/ DD)
- Check if the email is in the correct format (with @)

3. Limit Check
- The total room that the user can select is 3, the system will check if
the total room selection is more than 3, or not.
- If it is more than 3, an error message will be shown.

4. Size Check
- The size of phone no and IC/passport are checked.
- Eg: the size of IC number is 12 digits

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System Design – Data Definition

 Attributes and Keys

CUSTOMER (Customer_ID, First_Name, Last_Name, Gender, Phone_No, Email,
IC_No)
RESERVATION (Reservation_No, Reservation_Date, Reservation_Time,
Customer_ID*)
RESERVATION_DETAILS (Reservation_No*, Room_ID*, No_of_Guest,
Date_In, Date_Out, Remarks)
ROOM_CATEGORY (Category_ID, Category_Name, Price, Capacity)
ROOM (Room_ID, Door_No, Category_ID*)
FACILITY_DETAILS (Facility_ID, Facility_Desc)
ROOM_FACILITY (Category_ID*, Facility_ID*)
CHECK_IN_OUT (Check_in_no, Check_in_date, Check_in_time, Check_out_date,
Check_out_time, Customer_ID*, Room_ID*)
PAYMENT (Payment_No, Payment_Date, Check_in_no*)
PAYMENT_DETAILS (Charges_ID, Charges_Type, Amount, Payment_No*)

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System Design – Database

 Codes

Primary Key Codes Type of code Explanation

Customer_ID C0001 Sequence code To indicate the total number of
customers of entry in a period which
start with letter “C” indicating short
form of Customer.
4-digit numbers at the back allow
system to have up to 9999 customers’
details.
Reservation_No R0001 Sequence code To indicate the reservation of entry in a
period which start with letter “R”
indicating short form of Reservation.
4-digit numbers at the back allow the
system to have up to 9999 records
Room_ID 101, -Sequence code The first number represents the number
201,301, -Block sequence of floor and last two numbers represent
… code the room unit number.

Category_ID D001 Sequence code To indicate the number of type of

different room categories. Letter “D” is
used as the special letter for the code
started.
Check_in_no N0001 Sequence code To indicate the number of customer’s
check in on the correct date.
It starts with “N” which indicate

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 number of Check_in_out and with 4-
digit number at the back allow the
system to receive up to 9999 records.

Facility_ID F001 Sequence code To represent the specific facility.

It starts with “F” indicating Facility
details.
3-digit number allow system to keep up
to 999 records.
Payment_No P0001 Sequence code To indicate the entry of payment in a
period. Letter “P” indicating Payment.
4-digit number of code is easier to
understand and remember. Up to 9999
records can be kept.
Charges_ID T0001 Sequence code To indicate the entry of every charges.
“T” is special representing letter for
charges records. Up to 9999 records can
be kept.

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  Table Design

CREATE CUSTOMER TABLE

create table CUSTOMER(
Customer_ID varchar(5) not null,
First_Name varchar(20),
Last_Name varchar(20),
Gender char(1),
Phone_No varchar(12),
Email varchar(50),
IC_No varchar(20),
Primary key(Customer_ID),
constraint chk_email check (REGEXP_LIKE(email,'^[a-zA-Z]\w+@(\S+)$')),
constraint chk_Gender check (UPPER(Gender) in ('M','F'))
);
Column Format
Customer_ID C9999
First_Name John
Last_Name Craig
Gender F/G
Phone_No 0123456789
Email melissa@gmail.com
IC_No 000101140009

CREATE RESERVATION TABLE

create table RESERVATION (
Reservation_No varchar(5) not null,
Reservation_Date date,
Reservation_Time varchar(10),
Customer_ID varchar(5),
Primary key(Reservation_No),
Foreign key(Customer_ID) references CUSTOMER(Customer_ID)
);
Column Format
Reservation_No R9999
Reservation_Date 12/08/2019

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 Reservation_Time 10:00AM
Customer_ID C9999

CREATE FACILITY_DETAILS TABLE

create table FACILITY_DETAILS(
Facility_ID varchar(4) not null,
Facility_Desc varchar(30),
Primary key(Facility_ID)
);
Column Format
Facility_ID F999
Facility_Desc Safety Box

CREATE ROOM_CATEGORY TABLE

create table ROOM_CATEGORY(
Category_ID varchar(4) not null,
Category_Name varchar(20),
Price number(7,2),
Capacity number(2) DEFAULT 2,
Primary Key(Category_ID)
);
Column Format
Category_ID D999
Category_Name Studio
Price 99999.99
Capacity 99

CREATE ROOM_FACILITY TABLE

create table ROOM_FACILITY(
Category_ID varchar(4) not null,
Facility_ID varchar(4) not null,
Primary key(Category_ID,Facility_ID),
Foreign key(Category_ID) references ROOM_CATEGORY(Category_ID),
Foreign key(Facility_ID) references FACILITY_DETAILS(Facility_ID)
);
Column Format
Categroy_ID D999
Facility_ID F999

CREATE ROOM TABLE

create table ROOM(

35
 Room_ID varchar(4) not null,
Door_No number(3),
Category_ID varchar(4),
Primary Key(Room_ID),
Foreign Key(Category_ID) references ROOM_CATEGORY(Category_ID)
);
Column Format
Room_ID 101
Door_No 201
Category_ID D999

CREATE RESERVATION_DETAILS TABLE

create table RESERVATION_DETAILS(
Reservation_No varchar(5) not null,
Room_ID varchar(4) not null,
No_of_Guest number(2),
Date_In date,
Date_Out date,
Remarks varchar(20),
Primary key(Reservation_No,Room_ID),
Foreign key(Reservation_No) references RESERVATION(Reservation_No),
Foreign key(Room_ID) references ROOM(Room_ID),
constraint chk_Date_Out CHECK (Date_Out>Date_In)
);
Format Sample
Reservation_No R99999
Room_ID 101
No_of_Guest 2
Date_In 12/08/2019
Date_Out 15/08/2019
Remarks Room near the lift

CREATE CHECK_IN_OUT TABLE

create table CHECK_IN_OUT(
Check_in_no varchar(5) not null,
Check_in_date date,
Check_in_time varchar(8),
Check_out_date date,
Check_out_time varchar(8),

36
 Customer_ID varchar(5),
Room_ID varchar(4),
Primary Key(Check_in_no),
Foreign Key(Customer_ID) references CUSTOMER(Customer_ID),
Foreign Key(Room_ID) references ROOM(Room_ID),
constraint chk_Check_Out_Date CHECK (Check_out_date>Check_in_date)
);
Format Sample
Check_In_No N99999
Check_In_Date 12/08/2019
Check_In_Time 03:00PM
Check_Out_Date 15/08/2019
Check_Out_Time 12:00PM
Customer_ID C99999
Room_ID 101

CREATE PAYMENT TABLE

create table PAYMENT(
Payment_No varchar(5) not null,
Payment_Date date,
Check_in_No varchar(4),
Primary Key(Payment_No),
Foreign Key(Check_in_No) references CHECK_IN_OUT(Check_in_No)
);
Format Sample
Payment_No P99999
Payment_Date 12/08/2019
Check_In_No N99999

CREATE PAYMENT_DETAILS TABLE

create table PAYMENT_DETAILS(
Charges_ID varchar(5) not null,
Charges_Type varchar(20),
Amount number(7,2),
Payment_No varchar(4),
Primary Key(Charges_ID),
Foreign Key(Payment_No) references PAYMENT(Payment_No)
);
Format Sample
Charges_ID T99999
Charges_Type Room / Service

37
Amount 99999.99
Payment_No P99999

 Data records
INSERT CUSTOMER TABLE

INSERT RESERVATION TABLE

38
INSERT FACILITY_DETAILS TABLE

INSERT ROOM_CATEGORY TABLE

INSERT ROOM_FACILITY TABLE

INSERT ROOM TABLE

39
INSERT RESERVATION_DETAILS TABLE

INSERT CHECK_IN_OUT TABLE

INSERT PAYMENT TABLE

40
 INSERT PAYMENT_DETAILS TABLE

System Design – Outputs / Reports

 Reports

No Report Title Report Content Who use Purpose

.
1. Detail Report Room Booked on Month Manager The manager can know the total
January 2019 room booked for the month and total
amount earned.

41
2. Exception Report Nights of Staying Over 15 Manager Manager can know the customers
Nights for year 2018/2019 who stayed for over 15 nights which
is not common.

3. Summary Report Room Check-In(s) For Manager Manager can have a sight of the
Each Category on Month count check-in(s) and amount paid
January 2019 by customer of different room type

 Principle of Good Report Design

i) Detail Report (sorted and categorised)

Room Check-In Report Month January Report

Header
Column Space
Room Category: Standard Page Number: 1/10 Page
Categor Category Customer ID Check-In Date Payment
Header
y ID Name Amount(RM)
D001 Standard C0005 08/01/2019 3150
TOTAL 3150

42
 Room Category: Premier
Categor Category Customer ID Check-In Date Payment
y ID Name Amount(RM)
D002 Premier C0016 15/01/2019 4000
TOTAL 4000
Room Category: Executive
Categor Category Customer Check-In Payment
y ID Name ID Date Amount(RM)
D003 Executive C0007 01/01/2019 5940
Record C0096 03/01/2019 8100.25
C0025 16/01/2019 6300
Group
TOTAL 20340.25
Report Footer TOTAL AMOUNT 27490.25

ii) Exception Report

Column Space Prepared by: 13/08/2019Report

Page
Header
Customer First Last Check-In Check-Out Nights of
Header
ID Name Name Date Date Staying
C0007 Brunhilda Kochel 11/08/2018 30/09/2018 50
C0019 Ellissa Tan 24/08/2018 29/09/2018 36
C0020 Cindy Chong 13/09/2018 30/09/2018 17
C0031 Ann Letcher 03/04/2019 19/04/2019 16
C0033 Cindra McQuarrie 03/01/2019 19/01/2019 16
C0036 Ben Yap 03/09/2018 19/09/2018 16
C0085 Ken Wong 23/01/2018 07/01/2019 15
C0088 Brandon Lee 01/12/2018 16/12/2018 15

Nights of Staying Report- Staying Over 15 Nights for year 2018/2019

43
 Prepared by: 13/08/2019
Room Category No. of Check-In Payment Amount(RM)

D001 10 4500
D002 15 6000
D003 17 8000
D004 8 10000
D005 5 9200
TOTALS: 55 37700
Report Footer

iii) Summary Report

Rooms Check-In Summary on Month January 2019 Report

Header
Column Space

Page
Header

Attributes of a Good Report

1) Appropriate Report Title

 Name
It tells the reader the report which is being read. For example, Room Booked on
Month January 2019, Nights of Staying Over 15 Nights for year 2018/2019, Room
Check-In(s) For Each Category on Month January 2019.
 Length
The report title is clear, simple and concise. It is not too long and leads to focus the
reader while not too short that the readers are unable to know what contain. For
example, it contains title, month and year of the report.

2) Pleasing Report Layout

 Labels
The data entry fields and the data have the appropriate labels.
 Layout
The information on a report is in a well layout.

44
 Spacing
There is sufficient margins and the spaces between the data items to allow the user to
enter the details into the report.

3) Meaningful Report Content

 Presentation
The information presented in the report is present in a good design and provide useful
information for the user.
 Relevant
The reports contains information that are relevant and required by the users and that is
the updated information for the users.

4) Others
-The date prepared by the system is showed on the top right of the report.

-For the detail report, the page number is showed to indicate the page showed over the
total pages.

45
Appendixes
Appendix A
Meeting Schedule

No Date Time Venue Meeting Topic

1. 28/05/2019 5.00PM-7.00PM K103, TARUC Introduction to the assignment
2. 30/05/2019 2.30PM-4.30PM Library, TARUC Discussion on case study
organisation background
3. 03/06/2019 2.00PM-4.00PM Library, TARUC Complete on case study
organisation background
4. 11/06/2019 1.30PM-3.30PM Reading room, Discussion on system planning
TARUC
5.00PM-7.00PM K103, TARUC Complete on system planning
5. 13/06/2019 2.30PM-4.30PM Library, TARUC Correction on the part of system
planning
6. 17/06/2019 2.00PM-4.00PM Library, TARUC Discussion on economic
feasibility part 1
7. 18/06/2019 1.30PM-3.30PM Reading room, Discussion on economic
TARUC feasibility part 2
5.00PM-7.00PM K103, TARUC Complete on economic feasibility
8. 20/06/2019 2.00PM-4.00PM Library, TARUC Correction on economic
feasibility
9. 25/06/2019 1.30PM-3.30PM Reading room, Discussion and complete on
TARUC interview question
5.00PM-7.00PM K103, TARUC

46
 Discussion and complete on
questionnaires
10. 27/06/2019 2.00PM-4.00PM Library, TARUC Correction on interview and
questionnaires
11. 02/07/2019 1.30PM-3.30PM Reading room, Discussion on Context Diagram
TARUC
5.00PM-7.00PM K103, TARUC Complete on Context Diagram
12. 04/07/2019 2.00PM-4.00PM Library, TARUC Discussion on DFD 0 Diagram
13. 09/07/2019 1.30PM-3.30PM Reading room, Complete on DFD 0 Diagram
TARUC
5.00PM-7.00PM K103, TARUC Discussion on DFD 1 Diagram
Discussion on ERD
14. 13/07/2019 9.00AM-11.00AM K305, TARUC Complete DFD 1 Diagram
Complete on ERD
15. 16/07/2019 1.30PM-3.30PM Reading room, Discussion on functional design
TARUC
5.00PM-7.00PM K103, TARUC Complete on functional design
16. 18/07/2019 2.00PM-4.00PM Library, TARUC Correction on functional design
17. 23/07/2019 1.30PM-3.30PM Reading room, Discussion on inputs
TARUC
5.00PM-7.00PM K103, TARUC Complete on inputs
18. 25/07/2019 2.00PM-4.00PM Library, TARUC Corrections on inputs
19. 06/08/2019 1.30PM-3.30PM Reading room, Discussion on data definition and
TARUC database
5.00PM-7.00PM K103, TARUC Complete on data definition and
database
20. 08/08/2019 2.00PM-4.00PM Library, TARUC Correction on data definition and
database
21. 13/08/2019 1.30PM-3.30PM Reading room, Discussion on reports
TARUC
5.00PM-7.00PM K103, TARUC Complete on reports
22. 15/08/2019 2.00PM-4.00PM Library, TARUC Correction on reports and plan for
presentation
23. 19/08/2019 10.00AM-12.00PM H307, TARUC Checking the whole assignment

47
Appendix B
1. Room Type
- Standard

- Twin

48
 - Superior

- Studio

- Premier

2. Cost Summary
- Hardware

o Laser printer: Canon imageClass MF113w

o Desktop: Inspiron small desktop (3470)

49
o Dell 19 Monitor – E1916H

o Dell wireless mouse WM326-Black S&P

o Alienware Advanced Gaming Keyboard AW568

o Server model: Dell PowerEdge T30

50
References

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<https://blog.capterra.com/the-5-most-popular-hotel-management-software-solutions-
for-small-hotels-compared/> Viewed on: 4 June 2019

 Baskoro (2019). Systems request. Slideshare.net.

<https://www.slideshare.net/fajarbaskoro/systems-request > Viewed on:11 June 2019

 studylib.net. (2019). Answer to Your Turn 1-4: Create a System Request.

<https://studylib.net/doc/9934028/answer-to-your-turn-1-4--create-a-system-request >
Viewed On: 11 June 2019

 Haliva, F. (2019). 7 Tips to Improve Service Quality at Your Hotel.

<https://blog.kryonsystems.com/pss/7-tips-to-improve-service-quality-at-your-hotel>
Viewed On: 11 June 2019

 Bizfluent, (2019). What Are Intangible Benefits?. < https://bizfluent.com/info-

8595681-intangible-benefits.html > Viewed On:18 June 2019

 Wale, S. and Wale, S. (2019). 10 Tangible Benefits Examples and Intangible Benefits
Examples. Project Management Templates. <https://www.techno-
pm.com/2015/07/project-benefits-examples-list.html > Viewed On: Viewed On:18
June 2019

 Training Journal. (2019). Measuring ‘intangibles’.

<https://www.trainingjournal.com/blog/measuring-%E2%80%98intangibles
%E2%80%99>
Viewed On: Viewed On:18 June 2019

51
 Europe, S. (2019). 10 Common Hotel Interview Questions (And How to Answer
Them). < https://blog.sfceurope.com/common-hotel-interview-questions-and-how-
to-answer-them> Viewed On: 25 June 2019

 Anon, (2019). <https://www.quora.com/What-are-the-features-of-an-online-hotel-

reservation-system >Viewed On: 23 July 2019

 Tutorialspoint.com. (2019). Front Office Management - Reservation.

<https://www.tutorialspoint.com/front_office_management/front_office_management
_reservation> Viewed On: 23 July 2019

 BBC Bitesize. (2019). Data validation and verification - Revision 1 - GCSE ICT -
BBC Bitesize. <https://www.bbc.co.uk/bitesize/guides/zdvrd2p/revision/1> Viewed
On: 30 July 2019

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