1

HOTEL BOOKING AND MANAGEMENT SYSYTEMS

CHAPTER ONE

INTRODUCTION

A Hotel booking and management system is a computer management system that keeps
the records of hardware assets besides software of this organization. This Project is a
fine thought to make the complex procedure of the Hotel management system
to an easy manner which is systematic, modular designed, selective menu
based user display. The modular design and constructed system is very much
user oriented in which user can easily understand the tools and can do edit of
his own choice. The system is not any tough more and does not possesses
many applications but it is made by focusing on the maintaining records
employee’s actions in a computerized system rather than time taking and
cumbersome manual system. The proposed system will keep a track of Workers,
Residents, Accounts and generation of report regarding the present status. This project
has GUI based software that will help in storing, updating and retrieving the information
through various user-friendly menu-driven modules. The project “Hotel booking and
Management System” is aimed to develop to maintain the day-to-day state of
admission/Vacation of Residents, List of service, payment details etc. Main objective of
this project is to provide solution for hotel to manage most there work using
computerized process. This software application will help admin to handle customer
information, room allocation details, payment details, billing information etc. Detailed
explanation about modules and design are provided in project documentation. The
existing system is a manually maintained system. All the Hotel records are to be
maintained for the details of each customer, Fee details, Room Allocation, Attendance
etc. All these details are entered and retrieved manually, because of this there are many
disadvantages like Time Consuming, updating process, inaccuracy of data. For avoiding
this we introduced or proposed a new system in proposed system the computerized
version of the existing system Provides easy and quick access over the data. In hotel
operations, procurement of goods and services is the most vulnerable area which could
lead to malpractice because hotels spend substantial amounts on goods (such as food and
beverage, utensils, toiletries etc.) Besides making sure that purchases are value for
money, it is important for the hotel management to establish a fair and competitive
procurement system with sufficient safeguards to prevent abuse by unscrupulous staff. As
hotel maintenance and renovation also incur considerable expenses and there is much
room for corrupt manipulation in the letting and supervision of works contractors

The project is a software application that can be easily handled by minimum

educated and simple computer knowledge person without any option of error.
Two kinds of users can handle the system.
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1. Online Users, 2. Administrator or Hotel Management.

The Online users are the customers or the staff who can see the news and
updates of the Hotel and the Administrator are responsible for updating the
Hotel details on computer. The Administrator is the authorized user who has
power to change or edit the updates as well as the Password. In case of the
forgetting of password there is provision to password recovery and Logout and
Login in the system.

The Purpose of the whole process is to ease the daily or regular activities of the
Hotel Management into an automatic computerized retrievable process. The
daily activities includes the Room activities, Entering details of the new
customer check in, To allocate a room as per the customer need and interest,
Recording the checkout time and details, Releasing or Empty of room and to
record the process in a computer system for future.

Due to time constraint and the minimum resources, the system is not made
for the high level use. But the Management system can use the application in a
very easy and minimum effort.

The application of the Hotel booking and Management System bears the
following functions to use by the Administrator.

1. Room status
2. New Room allocation selected by user
3. Allocated Room Modification
4. Details for the Customer Check in and Check out
5. New Customer Admission
6. Allocation of Room as per the Customer Interest
7. Statement and Transactions of the Customer
8. Total Customers Present In The Hotel

PURPOSE OF THE PROJECT

The purpose of our project is to provide service for the customer that request a
service from our hotel easily and speedily.

Objective
General objective
The general objective of this project is:

 Keeping records of admission of customers.

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 Facilities provided by Hotel are fully utilized in effective and efficient manner.

Specific Objective

There are following main objectives of the hotel:

 Keeping records of admission of Administrator.

 Keeping user satisfaction as at most priority.
 Scheduling the allotment of user with room to make it convenient for user.
 Scheduling the services for customer and properly so that facilities provided by
Hotel are fully utilized in effective and efficient manner by Admin.
 Keeping records of user registration details accurately arranged order so that the
treatment of Customers becomes quick and satisfactory.
 Keeping details about the users, their needs and payment detail reports etc.
 Keeping the best hotel facilities.
 Keeping the user

Methodology

Data collection

For collecting data we use different methods like interviewing the hotel customer on the
their basic needs, challenges that face the customer when they need using hotel
service, interviewing the Hotel Managers to provide service that what type of challenge
their face for giving service to their customer.

System development (process type)

We use Rapid application development (RAD) process system.

System development tools:-

H/W System Configuration:-

Processor - Pentium –III

Speed - 1.1 GHz

RAM - 256 MB/min

Hard Disk - 20 GB

Key Board - Standard Windows Keyboard

Mouse - Two or Three Button Mouse

Monitor - SVGA
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S/W System Configuration:-

 Operating System : Windows10

 Application Server : Tomcat5.0/6.X

 Front End : HTML, Java

 Scripts: JavaScript.

 Server side Script: Java Server Pages.

 Database Connectivity : Microsoft Access

A LITERATURE REVIEW ABOUT HOTEL BOOKING AND MANAGEMENT

The aim of this paper is to provide a systematic review of literature pertaining to

innovation activity within the hotel sector. Owing to the importance hotel sectors plays in
the tourism industry, the features of hotels’ innovation activity are of utmost importance
for the whole tourism economy. However, due to the complexity of (service) innovation
operational definition and consequently its measurement, research on this subject is still
not mature. The paper reviews and systematizes the existing empirical studies on hotel
innovation and provides suggestions for further research.

It is generally acknowledged that innovation is one of the key drivers of development and
competitiveness (Griesmann et al, 2013; Kessler et al, 2015). After a long domination of
research on innovation in manufacturing, in recent decades research on innovation in
services is catching up (Sirili i Evangelista, 1998; Hipp i dr., 2000; Drejer, 2004; Avermaete
et al, 2003; Cainelli i dr., 2006; Hogan et al., 2011; Carlborg et al, 2014). The same can be
said for innovation research in tourism, one of the major sectors in global economy (WTTC,
2016). The first considerations are found in 1996 in Hjalager’s work (as cited in Hall and
Williams, 2008) but since then, the literature is steadly growing (Hjalager, 2002, Jacob et
al., 2003; Volo, 2004; Pikkemaat and Peters, 2005; Orfila-Sintes and Mattsson, 2007, Hall
and Williams, 2008; Hall, 2009, Hjalager, 2010; Pivcevic and Garbin Pranicevic, 2012,
Brooker et al., 2012; Gomezelj, 2016). Still many inconsistent findings and open questions
exist (Hjalager, 2010). Owing to the complex nature of both tourism and innovation, this is
not surprising, to the contrary.
The tourism system is very heterogeneous but there is a general agreement that the hotel
sector is one of its key sectors (Martinez-Ros and Orfila-Sintes, 2012) with strongest link to
tourism demand, consumption, employment and revenues. Thus the aim of this review is to
present and review the existing body of research on innovation activity in the hotel sector
revealing the major themes covered and the insights they provide. Based on that, the areas
and directions for further research on this subject are derived. To fulfill these aims, the
paper firstly addresses the concepts of innovation and tourism and the complexities they
entail, given in the next section.
Innovation – definition
Reviewing the literature on innovation, one so only notices that the concept is very hard to
grasp. The evidence to this is the variety of different definitions of innovation, more than
 5

60 distinct found by some authors (Baregheh, Rowley, and Sambrook, 2009 as cited in
Brooker and Joppe, 2013). However, a common feature to all of them is the aspect of
“newness” (Johannessen et al., 2001). Still, it is noted that innovation has become a
buzzword for any sort of improvement, regardless of the extent of newness (Brooker and
Joppe, 2014). But, as Johanessen et al. (2001) point out, a useable definition of innovation
must provide answer to three questions: what is new, how new and new to whom? The
first question refers to the types of innovation commonly differentiated as product,
process, marketing and organizational innovation (OECD, 2005; Schumpeter, 1934). The
answer to the second question differentiates incremental (significant improvement) from
radical (completely new) innovations (Schumpeter, 1934) while the answer to the third
questions reveals whether the innovation is new to the world or to the unit of observation
(Sundbo, 1998; Sørensen, 2004). The other key feature of innovation is implementation
(Toivonen i Touminen, 2006; Kessler et al, 2015) i.e. innovation occurs when
products/services, processes, marketing methods and organizational measures are put to
use in the organization’s operations.
As such, innovation is often misunderstood and used as a synonym with similar but distinct
concepts, this often being the case with innovativeness (Sandvik et al., 2014; Kessler et al.
2015).However, innovation behavior is the extent to which innovations are implemented
within company (Orfila-Sintes et al., 2005; Pikkemaat and Peters, 2005) while
innovativeness refers to the notion of openness towards new ideas as an aspect of a firm's
values and beliefs towards innovation (Hurley and Hult, 1998; Hult et al., 2004; Siguaw et
al., 2006; Tajeddini, 2010). In other words, innovativeness is an attitudinal dimension
(Hurley and Hult, 1998) while innovation activity is the “behavioral” dimension of
innovation (Orfila-Sintes et al., 2005; Griessman et al,.2013). In this review, studies taking
the latter view and addressing innovation activity/behavior are discussed.
Over the past two decades the literature on inovation in services has been growing steadily,
and the same goes for research on innovation in tourism (Hjalager, 2002; Pikkemaat and
Peters, 2005; Orfila-Sintes and Mattsson, 2007, Sundbo et al. 2007; Pikkematt and
Weiermar, 2007; Hall and Williams, 2008; Hall, 2009, Mattsson and Orfila-Sintes, 2009;
Hjalager, 2010; Pivcevic and Petric, 2011; Brooker et al., 2012; Sandvik et al., 2014;
Gomezelj, 2016). However, it is fully reasonably argued that more empirical evidence is
needed (Hjalager, 2010) and the reasons for the paucity of research are multiple. Firstly,
with tourism not being a standard sector in national classifications, the research on
innovation in mostly based on case studies and selected samples of companies, as opposed
to large national surveys such as CIS (Hall, 2009). Secondly, the tourism product definition
poses problems (Smith, 1994) as well as the inappropriateness of standard innovation
indicators used in other areas/sectors, such as the number of patents, investments in
research and development (Pivcevic and Garbin Pranicevic, 2012). The other problems
derive from the specific features of services in general i.e. intangibility, perishability,
inseparability, variability, co-terminal it ( Sirili i Evangelista 1998, Tether, 2004; Van der Aa
Elfring 2002) which make it difficult to collect objective data about many service-related
constructs, including innovation.
Simultaneously, innovation is being widely recognized as a possible avenue for increasing
the competitiveness of products, businesses and destinations (Hall and Williams, 2008;
Hall, 2009). This is especially the case of traditional tourist destinations - faced with
decreased productivity and growth they increasingly see innovation as a solution
(Pikkemaat and Weirermair, 2007; Pechlaner and Volgger, 2012;). However, tourism
business has significant difficulties in “protecting” their innovations as it is usually rather
easy for competitors to copy new successful ideas (Camisó n and Monfort-Mir, 2012). Thus
 6

tourism firms are forced to continually innovate in order to preserve their competitive
advantage (Porter, 1998) and are prompted to identify innovations that are difficult for
competitors to copy (Vila et al., 2012). Consequently, innovation is crucial to reducing
production costs, enhancing marketing and providing product value (Weiermair, 2005) in
order to stay ahead of competitors in this highly competitive sector (Hall and Williams,
2008).
Despite and surprisingly perhaps, most studies find that the degree of innovation in
tourism is lower than in other manufacturing and service industries (Volo, 2004; Camisó n
and Monfort-Mir, 2012). Thus, although some studies have identified highly innovative
small tourism enterprises (Ateljevic and Doorne, 2000; Jacob and Groizard, 2007), most
studies argue the sector entails potential for increased innovation activity (Hjalager, 2002;
Sundbo et al., 2007; Pivcevic and Petric, 2011; Carvalho i Sarkar, 2014). However, one can
agree with Hjalager (2010) that the existing research is fragmented and there is an obvious
need for better quantification and comparability of data. Same author also posits that
scarce research is devoted to position of tourism in national innovation policies and the
relationship between the two (Hall & Williams, 2008; Scheidegger, 2006 cited by Hall,
2009).
Besides the differences in the specific aspect of innovation being focused on, the studies
also differ according to the unit(s) being observed. From that point of view three group of
studies can be found. The first focuses on the destination level (Stamboulis and Skayannis
2003, Volo, 2005; Sundbo et al. 2007) and the second on a particular partial tourism
product, mostly hotel industry (Orfila-Sintes et al. ,2005; Weiermair et al., 2005) but also
others (Cheng and Cho, 2011; Brooker et al, 2012). The third gruop focuses on small and
medium-sized tourism enterprises (Pikkemaat and Peters, 2005; Thornburn, 2005 as cited
in Thomas et al, 2011; Pikkemaat and Weiermair, 2007; Tajeda and Moreno, 2013). As per
the SMEs, despite their predominance in the tourism sector, it is stressed that only minimal
understanding of their role in innovation in tourism is reached (Thomas et al, 2011). The
richness of topics researched in tourism and hospitality innovation is analyzed in
Gomezelj’s (2016) recent systematic review. Using a bibliometric methodology, she found
nine broad themes/clusters within this subject: fundamental studies, RVB and competitive
advantage, innovation in organizations, networking, the importance of innovation in
services, innovation systems, knowledge management of organizational innovation and
technology. The author finds (p.20) that the cluster on innovation in organizations is
particularly numerous in studies in hotels.
Furthermore, adjusting the classification of Mattsson et al. (2005), and Medina-Munoz et al
(2013) Gomezelj (2016) concludes that the overall literature on innovation in tourism and
hospitality can be divided into three groups: (1) papers analyzing the importance of
innovation for firms, (2) papers dealing with regional innovation and (3) papers focusing
on innovation in general. This view is congruent with Sundbo's (2007) point that
innovation can be understood and investigated at three levels – firm, network and system
level and Williams and Hall's (2008) distinction of tourism innovations at the firm, resort,
destination and national tourism system level (as cited in Booyens, 2015). Gomezelj (2016)
finds that the firm level analyses are the predominant ones, covering 69.08% of papers
analyzed, with a almost a quarter of them focusing on hotel firms. This is one of the reasons
they are chosen as the focus of this review, with other reasons being elaborated in the next
section.
 7

Scope
The system will cover; booking, accommodation, meals, and accounts details. Moreover, special
services such as laundry, ironing and room service will be automated by the system also, not to
forget the additional facilities information that will be efficiently handled by the system.
To help the system smoothly carry out its intended purpose to meet the hotel management
needs, the following tables will be used to store data:

1. Booking table

The table contains guest details that will be input when the guest books into the hotel. For booking,
the system will give room for online booking, personal visit to the booking office, telephone calls or
facsimiles. For online booking, the guest will have to sign up to the hotel’s website and fill his/her
personal details in the booking web page provided by the system. For telephone call the guest
provides his personal details over the phone as the hotel’s booking staff do the actual entry of the
details into the system. For personal visit to the hotel, the guest provides his details verbally which
the booking staff enters into the computer system. The table has the following fields: (customer ID,
full name, gender contacts, address, Booking Date, departure date, check in, check out, cost)

2. Service table
This table contains bar, restaurant, room type and room number. It is filled by
customer that requests a service. When the guest is sign up for servicing a service
it fill the table that contains the above choice.

Time schedule
The time interval (half-life of a team) we need is maximum two months for finished
our project documentation.

Scheduling (word breakdown)

Transactions:
 Booking
 Booking date
 Departure date
 Trip date
 Check-In
 Check-Out
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Booking:

This is to enter the personal information, Check-In Information, and Billing

Information Details of our customers. Customers can book the rooms through
phone or directly coming to hotel for future. Cancellation option used to cancel the
booked rooms after the customer confirmation to cancel the booked rooms.

Booking date

Booking date is the date that Guest is registered for getting service that
the hotel provides.
Departure date

Departure date is the beginning day of the guest using the service that
what he went.

Trip date

Trip date is the time interval that the guest stayed in hotel.

Check-In:

Check-in details will be entered while the customers arrival to the hotel.
Customer invoice will be generated when the customer check-in to hotel.

Check Out:

This is to enter the check-out details of customer while they check-out

from the hotel. There are two options to check-out they are, full and
partial check-out. Partial checkout is while customer wants to check-out
rooms partially from the multiple numbers of rooms. Check-out bill will
be generated during the customer check-out.
 9

CHAPTER TWO
REQUIREMENT
Functional Requirements
 The system supports customers booking and able to modify them
 Customers can search based on hotel service like bar, restaurant, and room type and room
number
 When a customer search for hotels, apartment, and the search result must contain hotel or
apartment information (Address, Ratings, and Price) and also its availability within choosing
check in and check out date.
 Customers able to cancel their booking from their account.
 Staffs able to edit customers booking information (updating check in, check out, room
preferences, bed preferences and also cancelling booking).
 Customers can book online and pay with credit or debit card.
 The system must send booking confirmation email after successful payment.
 Customers can write reviews about hotels and also rate them.
 Customers able to check their booking status from their individual account.
 Customers can send feedback or call the company for booking purposes.
 Customers can check for latest promotion or deal.

Non-Functional Requirements
 The system must ensure that all the transferable data as for examples customers credit or
debit card number, CVV Code, e-payment should be done in secured connection.
 The system must be able to handle multiple transactions a time.
 The system must provide customers 24*7 hours online booking service.
 The system should support almost all the browsers (Internet Explorer, Safari, Chrome, and
Firefox).
 The system should be in dollar
 System should send the newsletter about ongoing promotions or deal to registered customers.
 Customers need to cancel the booking before 24 hrs. Otherwise their credit card will be
charged for one day.
 In promotion time the system will charge credit card promptly.

System Model
The system model was designed in Microsoft Access package. The system design phase describes the
functional capabilities of the proposed system. This is divided into the following design phases:
System flowchart, System dataflow diagram, Input design, processing design and output design.
 10

USE CASE DIAGRAM

RECEPTION:
GUEST INFORMATION AND BOOKING OFFICE: GUEST BOOKING
ORDERS INPUT

ADMINIS
TRATOR THE HOTEL Booking and MANAGEMENT
SYSTEM

MAIN SERVICES FACILITIES

CUSTO
MER

REPORT GENERATION
 11

CHAPTER THREE
System Architecture

Client server architecture

Client

Restaurant Administrator

Bar

Bar Restaurant

Bar
Bar
Room
Room

Restaurant

Room

Restaurant

Bar

Room
 12

Model/View/controller
Controller

View

Model
 13

PEER TO PEER Architecture

Customer

Restaurant

Bar

Room

Restaurant

Bar

Restaurant

Room

Room

Administrator

Restaurant

Bar

Room
 14

Pipe and filter Architecture

Customer
Administrator
Bar
Bar
Room
Restaurant
Restaurant
Room
Room
Customer
Bar
Bar
Restaurant
Room
Bar
Restaurant
Room
Room
Administrator
Bar
Bar
Restaurant
Restaurant
Bar
Room
Room
 15

UML Deployment Diagram

RECEPTION:
GUEST INFORMATION AND BOOKING OFFICE: GUEST BOOKING
ORDERS INPUT

Guest admission facilities and input of

In and out service details guest details

GUEST FILES

THE HOTEL Booking and MANAGEMENT

SYSTEM

GUEST FILES
BACKUP
Guest order guest order
Report update

MAIN SERVICES FACILITIES

Departmental reports departmental reports

REPORT GENERATION
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Implementation
Welcome
The project is all about hotel booking and management system. The first step of our
project is to view the hotel logo and to give selection for user this may be customer and
admin. For customer it have choosing signup and for admin Log in.
 17

Filling Customer information

This section will be for customer or user and it filling with the user ID, FULL NAME,
GENDER, ADDRESS, CONTACT, RESTAURANT, BAR, ROOM TYPE, ROOM NUMBER,
TRIP DATE, BOOKING DATE, DEPARTURE DATE, CHECK IN, CHECK OUT, COST.
Then it can be saved on admin table and they may be use back and exit for
ending/releasing the program.
 18

Sending back
when an information is filling correctly it send back an information from the admin
to the customer.
 19

Opening Administrator
After login it suddenly asking for User name and password then it logged on the
admin. If the blank space is not properly filled with its answer (password and user
name) it says fill information, otherwise if one of them can be blank it
recommended that no password/user name, else invalid user name or/and
password.
 20

Administrator
Finally after we logged on we get admin part of the program. It is the main
(backbone) of our program. It provides a request, retrieve any command
or data, delete, Edit, and register the program. It accepts a request from a
customer by user program or registering face to face or personally.
 21

Conclusion: The conclusion of this project is A Hotel Booking and management

system is a computerized management system. This system keeps the records of
hardware assets besides software of this organization. The proposed system will keep a
track of Workers, Residents, Accounts and generation of report regarding the present
status. This project has GUI based software that will help in storing, updating and
retrieving the information through various user-friendly menu-driven modules. The
project “Hotel Management System” is aimed to develop to maintain the day-to-day state
of admission/Vacation of Residents, List of Workers, payment details etc . Main objective
of this project is to provide solution for hotel to manage most there work using
computerized process. This software application will help admin to handle customer’s
information, room allocation details, payment details, billing information etc. Detailed
explanation about modules and design are provided in project documentation. The
existing system is a manually maintained system. All the Hotel records are to be
maintained for the details of each customer, Fee details, Room Allocation, Attendance
etc. All these details are entered and retrieved manually, because of this there are many
disadvantages like Time Consuming, updating process, inaccuracy of data. For avoiding
this we introduced or proposed a new system in proposed system the computerized
version of the existing system.

REFERENCE
 22

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Avermaete, T., Viaene, J., Morgan, E. J., Crawford, N. (2003), Determinants of
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Bellou, V. and Andronikidis, A.I. (2009), “Examining organizational climate in Greek
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