INFORMATION

TECHNOLOGY (IT)
IN HOSPITALITY
INDUSTRY
 the application of scientific knowledge for practical
INFORMATION purposes, especially in industry.

TECHNOLOGY "advances in computer technology"

(IT)
Covers a broad spectrum of hardware and software
solutions that enable organizations to gather , organize,
and analyze data that helps them to achieve their goals.

It also details technology-based workflow processes that

expand the capacity of organization to deliver services that
generate revenue.

IT includes a combination of hardware and software used

together to perform the essential functions people needs
and use everyday.
ADVANTAGES OF INFORMATION TECHNOLOGY IN
THE HOSPITALITY INDUSTRY
1. REDUCE OPERATIONAL COST
 The use of information technology can replace the role of human in performing some routine task.
e.g. computers in the front desk can perform night auditing functions. Hotels may not employ night auditors
with rich accounting knowledge or they may consider recruiting less staff for overnight shifts since all
calculations are automated.
2. REDUCE WORKLOAD OF STAFF
 Some IT applications are also designed to reduce the staffs workload by assisting them in performing
their job duties.
 e.g. Installing CCTV (close circuit television
ADVANTAGES OF INFORMATION TECHNOLOGY IN
THE HOSPITALITY INDUSTRY
3. INCREASE EFFECIENCY
 As costumer always expect quick services to be provided by the service staff, some applications
have been specifically designed to simplify some time-consuming procedures.
e.g. it only takes less than 10 seconds by using credit cards validator to verify guest's credit card.
4. INCREASE REVENUE
 IT applications also facilitate new services to costumers.
e.g. in the room entertainment system allows costumers to enjoy movies and video games while
staying in the guest rooms.
ADVANTAGES OF INFORMATION TECHNOLOGY IN
THE HOSPITALITY INDUSTRY
5. ACCESS AND SHARE INFORMATION
 Computers and some hotels interfaces enable sharing information among departments.

e.g. while a room attendant has finished cleaning a vacant room he/she can change the room status by telephone input.
6. ACHIEVE BETTER PLANNING AND MANAGEMENT
 Customer information, including their preferences and consumption records are kept in the customer database.
 Hotel or restaurant management can fully utilize this valuable information to examine the characteristics of their
target segments and plan for some new services and facilities which cater for their needs.
 Marketing activities can also be implemented accordingly by using information, such as postal addresses or
email of customers and enterprises.
ISSUES AND CONCERNS OF INFORMATION
TECHNOLOGY IN THE HOSPITALITY
INDUSTRY
LACK OF KNOWLEGDE OF TOP MANAGEMENT
HUGE INVESTMENT
RESISTANCE OF CHANGE OF PERSONNEL
THE INTERNET AND THE WORLDWIDE-
WEB
• Promotion in the global market
• Immediate communication/interactivity with clients/tourist
• Booking by guest from distant tourist generating destinations
• Market research
THE INTERNET AND THE WORLD WIDE-
WEB
INTERNET WORLD WIDE WEB
Estimated World of Origin 1969,though opening of the network 1993
to commercial interest began only in
1988
Name of the version Network of Computers, Files, folders and documents stored
copper wires, fibre-optic in various computers
cables and wireless networks

Governed By Internet protocol It depends on internet to work

Nature Hardware Software
BENEFITS OF INTERNET AND THE WORLD-
WIDE WEB
Finding and developing new means to distribute travel and hospitality products and services,
marketing information to consumers
Providing comfort and convenience to travelers
COMPETITIVE ADVANTAGES OF USING
THE INTERNET IN THE HOSPITALITY INDUSTRY ARE:
1. Service improvements concerning:
1. large choice of access to a website
2. faster payment processing
3. reduced delivery time for many products
4. faster and greater availability of support literature
5. more detailed and particularized
COMPETITIVE ADVANTAGES OF USING
THE INTERNET IN THE HOSPITALITY INDUSTRY ARE:
2. Low cost of:
1. marketing
2. processing of booking and payments
3. automation of tasks
4. establishing direct links between the producer and the consumer distribution
3. Differentiation from competition: creating, presenting and selling high quality, distinctive products.
4. Creating up to date enterprise image
COMPETITIVE ADVANTAGES OF USING THE
INTERNET IN THE HOSPITALITY INDUSTRY ARE:
5. Information usage including the following concepts:
1. Addressability
Click to add text
2. interactivity
3. flexibility
4. accessibility
6. Efficiency in operational management and communication
7. Obtain know-how through discussion with news groups on the internet
POTENTIAL DISADVANTAGE OR THREATS OF INTERNET
USAGE IN THE HOSPITALITY INDUSTRY ARE:

1. Standardization of legal procedures of doing a business over internet

2. The problem of inefficient accessibility to the website /unfavorable indexing by search engines
3. spam
4. bad quality of individual websites which might damage whole destination image
5. Nonprofessional determination of purpose the website is supposed to fulfil.