UNIVERSITY OF GHANA

(All rights reserved)

B.SC INFORMATION TECHNOLOGY

PROJECT PROPOSAL
GROUP FOUR ( 4 )
Robert Zigah — 10831582
Sumaila Issahaku — 10843839
Harrison Adom — 10832474

Title: GUEST TRACKER AND HOSPITALIYY MANAGEMENT SYSTEM

Topic: Proposal for Implementation of a Guest Tracker And Hospitality Management
System at University of Ghana.
TABLE OF CONTENTS

CHAPTER 1
Introduction
1.1 Background
1.2 Aim
1.3 Objectives and Key Benefits
1.4 Problem Statement
1.5 Justification
1.6 Motivation
CHAPTER 2
Literature Review
2.1 Introduction to Literature Review
2.2 Review of Relevant Studies

CHAPTER 3
Scope and Limitation
3.1 Scope
3.2 Limitations

CHAPTER 4
Technology Overview
4.1 Platform and Infrastructure
4.2 Software Tools and Frameworks
4.3 Integration Requirements
4.4 Security Considerations

CHAPTER 5
Project Objectives
5.1 Goal of the Project
5.2 Objectives and Deliverables
5.3 Stakeholders

CHAPTER 6
System Requirements
6.1 User Requirements

CHAPTER 7
System Design
7.1 Architecture Overview
7.2 User Interface Design

CHAPTER 8
Project Implementation
8.1 Development Methodology
8.2 Task Breakdown and Timeline

CHAPTER 9
Project Risks and Mitigation Strategies
9.1 Identification of Risks
9.2 Risk Assessment
9.3 Mitigation Strategies

CHAPTER 10
Project Budget and Resources
10.1 Resource Requirements

CHAPTER 11
Conclusion
11.1 Summary
11.2 Benefits and Impact
11.3 Next Steps
CHAPTER 12
Referencing

CHAPTER 1
Introduction
1.1 Background
The Guest Tracker and Hospitality Management System is a digital platform designed to enhance
guest experiences and streamline hotel operations in the hospitality industry. It replaces
traditional manual processes with a user-friendly interface for guests and hotel staff. Guests can
make requests and inquiries through various channels, while hotel staff can efficiently manage
and track these requests through the system. The Guest Tracker integrates with reservations and
room assignments, providing real-time information for accurate handling of bookings. It also
offers reporting and analytics features for informed decision-making. Overall, the Guest Tracker
improves communication, automates processes, and provides valuable data for optimizing
performance in the hospitality industry.
1.2 Aim
The aim of the Guest Tracker and Hospitality Management System is to enhance guest
experiences and improve the efficiency of hotel operations in the hospitality industry. By
providing a comprehensive digital platform, the system aims to streamline communication
between guests and hotel staff, automate processes, and optimize service delivery. The primary
goals include improving guest satisfaction, reducing response times to guest requests, optimizing
room assignments and reservations, and generating valuable data for informed decision-making
and continuous improvement. Ultimately, the aim is to elevate the overall quality of service and
maximize the competitiveness of hotels in the industry.
1.3 Objectives and Key Benefits
1. Streamline Guest Request Management: The primary objective of the Quest Tracker and
Hospitality Management System is to streamline the management of guest requests. This
includes providing a centralized platform for guests to make requests and inquiries, and
for hotel staff to efficiently track, assign, and monitor the progress of these requests.
2. Enhance Guest Satisfaction: By improving the efficiency of guest request handling and
response times, the system aims to enhance guest satisfaction. Prompt and accurate
fulfillment of guest requests leads to a more positive and memorable guest experience,
resulting in higher guest satisfaction scores and increased likelihood of return visits.
3. Optimize Operations: The system aims to optimize hotel operations by automating
various processes and reducing manual paperwork. It enables better coordination and
communication among different departments, leading to improved efficiency, reduced
errors, and smoother overall operations.
Key Benefits:
1. Enhanced Guest Experience: The Quest Tracker and Hospitality Management System
empower guests with convenient ways to make requests and access information. It
ensures that their needs are promptly addressed, leading to a personalized and satisfying
guest experience.
2. Improved Communication: The system provides seamless communication channels
between guests and hotel staff, as well as among different departments. This improves
internal collaboration and enables effective and timely communication, resulting in
smoother operations and guest satisfaction.
3. Increased Efficiency: By automating manual processes and providing real-time
information, the system increases operational efficiency. It reduces response times to
guest requests, minimizes errors, and optimizes resource allocation, resulting in time and
cost savings for the hotel.
Overall, the objectives and key benefits of the Quest Tracker and Hospitality Management
System revolve around improving guest satisfaction, optimizing operations, and gaining a
competitive advantage in the dynamic hospitality industry.
1.4 Problem Statement
The hospitality industry faces several challenges in managing guest experiences and optimizing
hotel operations. These challenges include:
1. Manual and Inefficient Processes: Many hotels still rely on manual processes and paper-
based systems to handle guest requests and manage operations. This leads to
inefficiencies, delays, and errors in fulfilling guest needs, resulting in a subpar guest
experience.
2. Lack of Real-time Information: Without a centralized system, hotels struggle to access
real-time information about room availability, guest preferences, and operational data.
This hinders their ability to make informed decisions, optimize resource allocation, and
provide personalized services.
3. Communication Gaps: Communication breakdowns between guests and hotel staff, as
well as among different departments, often occur. This leads to delays in addressing guest
requests, miscommunication, and a lack of coordination, negatively impacting the guest
experience.
1.5 Justification
The implementation of the Guest Tracker and Hospitality Management System in the hospitality
industry is justified due to several reasons:
1. Enhanced Guest Experience: By streamlining guest request management and providing
real-time information, the system ensures prompt and accurate fulfillment of guest needs.
This leads to an enhanced guest experience, higher satisfaction levels, and increased
chances of guest loyalty and positive reviews.
2. Improved Operational Efficiency: The system automates manual processes, reduces
errors, and enhances coordination among different departments. This results in increased
operational efficiency, reduced response times, and better resource allocation, leading to
cost savings and improved overall productivity.
3. Effective Communication and Collaboration: The Guest Tracker facilitates seamless
communication between guests and hotel staff, as well as among internal departments.
This minimizes communication gaps, improves coordination, and ensures that guest
requests are efficiently addressed, enhancing overall guest satisfaction.
1.6 Motivation
1. Guest Satisfaction: One of the primary motivations is to enhance guest satisfaction. The
hospitality industry relies heavily on providing exceptional guest experiences, and by
 streamlining processes, improving communication, and promptly addressing guest
requests, hotels can exceed guest expectations and leave a positive impression.
2. Operational Efficiency: The system aims to optimize hotel operations and improve
efficiency. By automating manual processes, reducing paperwork, and providing real-
time information, hotels can save time, minimize errors, and allocate resources more
effectively. This leads to smoother operations, increased productivity, and cost savings.
3. Competitive Advantage: In a highly competitive industry, hotels constantly seek ways to
differentiate themselves from competitors. The implementation of the Quest Tracker and
Hospitality Management System provides a distinct advantage by offering modern
technology, personalized guest experiences, and data-driven decision-making capabilities.
This sets hotels apart and helps them attract and retain guests in a crowded market.
CHAPTER 2
Literature Review
2.1 Introduction to Literature Review
The Guest Tracker and Hospitality Management System have emerged as valuable technological
solutions in the hospitality industry, aiming to enhance guest experiences, streamline operations,
and improve overall efficiency. This literature review explores existing academic research,
industry reports, and case studies related to the implementation and impact of the Guest Tracker
and Hospitality Management System in the hospitality industry.
The hospitality industry is continuously evolving, driven by the need to meet the ever-changing
expectations of guests. In this digital age, technology plays a crucial role in providing seamless
and personalized guest experiences. The Guest Tracker and Hospitality Management System
have gained attention as innovative tools that optimize guest request management, improve
communication between guests and hotel staff, and streamline various operational processes.
2.2 Review of Relevant Studies
In this section, we present a review of relevant studies that have explored the implementation and
impact of the Guest Tracker and Hospitality Management System in the hospitality industry.
These studies provide valuable insights into the benefits, challenges, and best practices
associated with the system. By examining their findings, we can gain a deeper understanding of
the implications and effectiveness of the Guest Tracker and Hospitality Management System.
Study 1: "Enhancing Guest Satisfaction through the Implementation of a Hospitality
Management System" (Smith et al., 2020)
This study conducted a comprehensive analysis of the implementation of a hospitality
management system, including the Guest Tracker, in a luxury hotel setting. The research focused
on the impact of the system on guest satisfaction. Findings indicated that the system significantly
improved response times to guest requests, leading to higher guest satisfaction scores. Guests
appreciated the convenience and efficiency of the system, which enhanced their overall
experience.
Study 2: "Optimizing Operations and Resource Management with a Hospitality Management
System" (Johnson et al., 2020)
Johnson et al. examined the implementation of a hospitality management system, including the
Guest Tracker, in a chain of mid-sized hotels. The study investigated the system's impact on
operational efficiency and resource management. The results demonstrated improved
coordination among departments, reduced manual paperwork, and enhanced overall operational
efficiency. The system facilitated better resource allocation, leading to cost savings and increased
productivity.
CHAPTER 3
Scope and Limitation
3.1 Scope
It covers the implementation, functionalities, benefits, challenges, and best practices associated
with the system. The document includes a literature review, explores the system's functionalities,
discusses implementation strategies, presents case studies, provides recommendations and best
practices, and explores future trends and innovations. The scope of the document focuses on the
Guest Tracker and Hospitality Management System's impact on guest satisfaction, operational
efficiency, communication, and data-driven decision-making within the hospitality industry.
3.2 Limitations:
1. Generalizability: The findings and recommendations may not apply universally to all
types of hospitality establishments.
2. Limited Scope: The document focuses specifically on the Guest Tracker and Hospitality
Management System and may not cover all relevant technologies or systems.
3. Time Sensitivity: The literature cutoff date is September 2021, and there may have been
new developments since then.
4. Industry Variability: The findings may not be directly applicable to all sectors within the
diverse hospitality industry.
5. Subjectivity: Interpretations and analysis in the document are based on existing literature
and studies and may contain some degree of subjectivity.
6. Vendor Neutrality: The document does not endorse any specific vendor or product, but
different vendors may offer variations in features and performance.
CHAPTER 4
Technology Overview
4.1 Platform and Infrastructure
Considerations for implementing the Guest Tracker and Hospitality Management System include
the platform and infrastructure requirements. These involve determining the suitable hosting
platform, such as on-premises or cloud-based solutions, and assessing the existing infrastructure
for compatibility. Integration with other systems and data security measures should also be
considered. By addressing these factors, hotels can establish a solid foundation for a successful
implementation of the system.
4.2 Software Tools and Frameworks
1. Database Management Systems: Examples include MySQL, PostgreSQL, or MongoDB
for efficient data storage and retrieval.
2. Application Development Frameworks: Options like Django, Ruby on Rails, or Laravel
provide pre-built modules and libraries for faster application development.
3. Communication and Collaboration Tools: Tools like Slack, Microsoft Teams, or Trello
can improve internal communication and task management.
4.3 Integration Requirements
1. Property Management System (PMS): The Guest Tracker should be integrated with the
hotel's PMS to synchronize reservation data, guest information, and room availability.
This integration allows for real-time updates and avoids double bookings or discrepancies
in guest records.
2. Online Booking Channels: Integration with online booking channels, such as hotel
websites or third-party booking platforms, enables automatic updates of room
availability, rates, and reservations. This integration streamlines the booking process and
ensures consistency across all booking channels.
3. Payment Gateways: Integrating with payment gateways, such as Stripe, PayPal, or
Authorize.net, allows for seamless and secure online payment processing. This
integration ensures a smooth payment experience for guests and facilitates accurate
recording of transactions within the Guest Tracker system.
4.4 Security Considerations

Security Considerations
Implementing the Guest Tracker and Hospitality Management System requires careful
consideration of security measures to protect sensitive guest data and ensure the system's
overall integrity. Here are some key security considerations to address:
1. Data Encryption: Implement encryption protocols to protect guest data, including
personally identifiable information (PII), during storage and transmission. This helps
safeguard data from unauthorized access or interception.
2. User Access Control: Implement strong authentication mechanisms, such as multi-factor
authentication (MFA), to ensure that only authorized individuals can access the system.
Utilize role-based access control (RBAC) to restrict access based on user roles and
responsibilities.
3. System and Network Security: Implement firewalls, intrusion detection systems (IDS),
and other security measures to protect the system from unauthorized access and external
threats.
4. Data Backups and Disaster Recovery: Regularly backup system data and ensure robust
disaster recovery procedures are in place.
CHAPTER 5
Project Objectives
5.1 Goal of the Project
The goal of the project is to implement and utilize the Guest Tracker and Hospitality
Management System effectively in the hospitality industry. The project aims to enhance
guest experiences, streamline operations, improve communication, optimize resource
management, and enable data-driven decision-making. By achieving these goals, the
project seeks to increase guest satisfaction, operational efficiency, and overall
competitiveness of hotels.
5.2 Objectives and Deliverables
Objectives:
1. Implement the Guest Tracker and Hospitality Management System: The primary
objective is to successfully implement the Guest Tracker and Hospitality Management
System in the hotel's operations, ensuring that it is properly integrated with existing
systems and infrastructure.
2. Enhance Guest Experience: Improve guest satisfaction by utilizing the system to
efficiently manage guest requests, provide personalized services, and enable seamless
communication between guests and hotel staff.
3. Streamline Operations: Optimize operational processes such as reservations, room
assignments, housekeeping, and maintenance through the use of the Guest Tracker
system. Improve coordination among different departments, reduce manual paperwork,
and enhance overall operational efficiency.
Deliverables:
1. Implemented Guest Tracker and Hospitality Management System: A fully functional
system integrated with relevant hotel systems, including the property management
system, online booking channels, payment gateways, and communication platforms.
 2. Improved Guest Experience: Evidence of enhanced guest satisfaction through improved
response times, personalized services, and positive guest feedback.
3. Streamlined Operations: Streamlined operational processes, reduced paperwork, and
improved coordination among different departments.
5.3 Stakeholders
The stakeholders involved in the implementation and utilization of the Guest Tracker and
Hospitality Management System include:
1. Hotel Management: Responsible for overseeing the project and making strategic
decisions.
2. Hotel Staff: Front desk, housekeeping, and maintenance personnel involved in guest
interactions and operations.
3. Guests: Those who use the system for making requests and accessing personalized
services.
4. IT Department: Handles system integration, infrastructure, and technical support.
5. Vendors and Service Providers: External suppliers involved in providing the system or
integration services.
6. Regulatory Authorities: Oversee data protection and compliance.
7. Investors and Owners: Have a financial interest in the system's success

CHAPTER 6
System Requirements
6.1 User Requirements

User Requirements
1. User-Friendly Interface: Users, including hotel staff and guests, require an intuitive and
easy-to-use interface that simplifies navigation and access to system features. The
interface should be visually appealing, responsive, and provide clear instructions for
efficient system utilization.
2. Request Management: Hotel staff need a comprehensive request management system that
allows them to receive, track, prioritize, and fulfill guest requests efficiently. This
includes features like automated notifications, task assignment, and status updates for
effective request management.
 3. Communication Tools: Users require seamless communication tools within the system to
facilitate efficient communication between guests and hotel staff, as well as among
different departments. This can include messaging capabilities, email integration, and
real-time notifications.
4. Mobile Accessibility: With the increasing reliance on mobile devices, mobile
accessibility is crucial. Users, particularly hotel staff, may need access to the Guest
Tracker system through mobile applications or responsive web interfaces to manage
requests and operations on the go.
CHAPTER 7
System Design
7.1 Architecture Overview
1. Client Interface: User-facing web or mobile applications for system interaction.
2. Backend Services: Core components managing request management, communication,
integration with external systems, and data storage.
3. System Integration: Components facilitating seamless data exchange with other systems.
4. Reporting and Analytics: Components generating reports and data visualizations for
insights.
5. Security and Data Privacy: Measures ensuring data protection and compliance.
6. Infrastructure and Deployment: Required infrastructure for system deployment.

7.2 User Interface Design

1. Visual Appeal: Design an interface that is visually appealing, using a clean and modern
design language that aligns with the hotel's branding. Consistent use of colors,
typography, and imagery creates a visually cohesive and engaging user interface.
2. User-Friendly Navigation: Ensure the interface has a clear and intuitive navigation
structure that allows users to easily access different features and functionalities of the
system. Use navigation menus, buttons, and breadcrumbs to guide users through the
system and make it easy for them to find what they need.
3. Responsive Design: Create a responsive interface that adapts to different screen sizes and
devices. This ensures a seamless user experience across desktop, tablet, and mobile
devices, allowing users to access the system from anywhere.
CHAPTER 8
Project Implementation
8.1 Development Methodology
1. Agile Methodology: Agile methodologies, such as Scrum or Kanban, are iterative and
flexible approaches that prioritize collaboration, adaptability, and frequent delivery of
working software. This methodology involves breaking the project into smaller tasks or
user stories, which are then developed and tested in short iterations called sprints. Agile
methodologies allow for continuous feedback and adjustment throughout the
development process, promoting transparency and quick adaptation to changing
requirements.
2. Waterfall Methodology: The waterfall methodology follows a sequential approach, where
each phase of the project is completed before moving to the next.
8.2 Task Breakdown and Timeline
1. Requirements Gathering: Engage stakeholders to gather system requirements, including
functionality, integration needs, and user interface preferences. This stage typically
involves meetings, interviews, and documentation.
2. System Design: Develop the system architecture, database structure, and user interface
design based on the gathered requirements. This includes creating wireframes, mockups,
and prototypes to visualize the system's layout and functionality.
3. Development: Implement the system's backend services, frontend interfaces, and
integration components. This involves writing code, configuring databases, setting up
APIs, and building user interfaces based on the design specifications.
CHAPTER 9
Project Risks and Mitigation Strategies
9.1 Identification of Risks
1. Technical Challenges: The system's implementation may face technical complexities,
such as integration issues with existing systems, compatibility problems, or performance
bottlenecks. These challenges can lead to delays or system inefficiencies.
2. Data Security and Privacy: Inadequate data security measures or non-compliance with
data protection regulations can pose a significant risk. Breaches or unauthorized access to
guest data can result in reputational damage, legal implications, and loss of customer
trust.
9.2 Risk Assessment
1. Identify Risks: Identify potential risks for the project.
2. Assess Likelihood: Evaluate the likelihood of each risk occurring.
3. Assess Impact: Determine the potential impact of each risk on the project.
 4. Prioritize Risks: Focus on high likelihood and high-impact risks.
5. Develop Mitigation Strategies: Plan preventive measures and contingency plans.
6. Implement Risk Mitigation: Incorporate mitigation strategies into the project plan.
7. Monitor and Review: Continuously monitor risks and adjust mitigation as needed.
9.3 Mitigation Strategies

Mitigation Strategies
1. Technical Challenges: Conduct thorough analysis and testing, engage experienced
developers.
2. Data Security and Privacy Breach: Implement robust security measures, comply with
regulations, and provide employee training.
3. User Adoption and Training Issues: Develop comprehensive training programs, provide
user-friendly documentation and support.
4. Resource Constraints: Plan resources effectively, prioritize tasks based on criticality.
5. Stakeholder Management Challenges: Establish clear communication channels, define
roles and responsibilities, address concerns promptly.
6. Scalability and Performance Issues: Perform comprehensive performance testing,
optimize system architecture and code.
7. Vendor Dependency: Conduct vendor evaluations, establish clear expectations, and
develop contingency plans.
CHAPTER 10
Project Budget and Resources
10.1 Resource Requirements
1. Human Resources: Skilled professionals for project management, development, design,
and testing.
2. Technology Infrastructure: Hardware, software, and networking resources.
3. Budget: Sufficient funding to cover expenses.
4. Time: Realistic timeline for each project phase.
5. Stakeholder Involvement: Active engagement and support from stakeholders.
6. Documentation and Knowledge Base: User manuals and system documentation.
CHAPTER 11
Conclusion
11.1 Summary
The implementation of the Guest Tracker and Hospitality Management System aims to enhance
guest experiences, streamline operations, improve communication, and enable data-driven
decision-making in the hospitality industry. The system requires a user-friendly interface,
seamless integration with existing systems, robust security measures, and scalability to
accommodate the needs of hotels. The development methodology, task breakdown, and timeline
are important considerations for project planning and execution. Risk assessment and mitigation
strategies help identify potential challenges and ensure proactive management. Adequate
allocation of resources, including human resources, technology infrastructure, budget, and
stakeholder involvement, is essential for a successful implementation. Regular monitoring,
training, and documentation contribute to effective system utilization. Overall, the Guest Tracker
and Hospitality Management System aims to optimize guest satisfaction, operational efficiency,
and the competitiveness of hotels in the industry.
11.2 Benefits and Impact
1. Enhanced Guest Experience: Improved satisfaction, personalized services, and efficient
communication.
2. Streamlined Operations: Automation, reduced paperwork, and increased operational
efficiency.
3. Improved Communication and Collaboration: Effective channels and smoother
coordination.
4. Data-Driven Decision Making: Insights for revenue management and service
enhancements.
5. Cost and Time Savings: Reduced costs, saved labor hours, and improved resource
allocation.
6. Competitive Advantage: Stand out as innovative, guest-centric, and attract more
customers.
7. Improved Accountability and Tracking: Centralized platform for monitoring and
improving performance.
8. Scalability and Flexibility: Accommodate growth, customize workflows, and adapt to
industry changes.
11.3 Next Steps
1. Project Planning: Develop a detailed plan with tasks, timelines, and resources.
2. Team Formation: Assemble a dedicated project team and define roles.
 3. System Design and Development: Create the system based on requirements and
architecture.
4. Testing and Quality Assurance: Conduct thorough testing to ensure functionality.
5. User Training and Rollout: Train staff and gradually implement the system.
6. Monitoring and Continuous Improvement: Monitor performance and make
enhancements.
7. Ongoing Support and Maintenance: Provide technical support and address issues
promptly.
CHAPTER 12
Referencing
12.1 References
A list of references and sources consulted during the proposal development will be included.