Computers in Hospitality
Learning Objectives:
• Overview of computers in hospitality
management
• Explain the role of information technology in the
transformation process of accounting in
hospitality industry
“Hospitality is the key to new ideas, new friends,
and new possibilities. What we take into our lives
changes us. Without new people and new ideas,
we are imprisoned inside ourselves.”
- Joan D. Chittister
What is a Computer?
– an electronic device that manipulates
information or data.
- has the ability to store, retrieve and process data
- it takes input and carry our a set of different
types of operations, specially set of logical and
arithmetical operations and gives output in the
desired format.
Computers in Hospitality
• Use to record, report, and analyse the effectiveness of internal
operations
• Use in areas in reservations, registration, guest history, guest
accounting audit, and back office accounting.
• Use computerized point-of-sale (POS) terminals and registers that
control guest checks, kitchen orders, and guest payments.
• Stores a great amount of data, which can provide a range of
averages, and ratios that can be used to evaluate such items as
menu-mix analysis, average guest check, seat turnover, cost of sales
analysis, and inventory control, etc.
1.1 Overview of Computers in Hospitality Management
Importance of Computers in Hotel Industry
1. It is much easier to keep track of guest,
inventory, maintenance, and finances.
2. Exponential growth of knowledge (Frank M.
Go & Ray Pine)
3. Creates new technology and new technology
creates new knowledge
1.1 Overview of Computers in Hospitality Management
2 barriers for using technology in Hotel Industry
1. The gap between management’s business needs
and technology understanding is the leading
reason why lodging industry is lagging behind
others in using technology as a strategic weapon.
2. Hotels are uncertain about the effectiveness of
technology investments.
1.1 Overview of Computers in Hospitality Management
• Computer is also about: connectivity, networking and
communications.
• Companies that effectively use information technology
will be the ones with the most improved customer
service, (external & internal)
• Technology affects how an organization is managed and
how communication takes place in the organization.
• Systems such as MIS or Management Information
System mean that information can be accessed with the
click of a button than sifting through mounds of paper to
identify the correct information to be used.
1.1 Overview of Computers in Hospitality Management
2 Basic Functions Of Computer System:
1. They are designed to store data in convenient
way
2. They process data in such way that
management will receive information
conductive to effective decision making.
1.1 Overview of Computers in Hospitality Management
• System help management to satisfy the needs of
the guest better, and should be capable of
handling every transaction from the guest’s
initial telephone inquiry to their final billing.
Transaction – an agreement between a buyer and
a seller to exchange goods, services or financial
instruments.
1.1.1 Objectives in Hospitality Performances
• Customer Service
• Product quality
• Volume
• Ratings
Remember:
• The housekeeper must know which guest rooms have
been occupied and need cleaning
• Desk clerks must know if the guest room is reserved or
open for sale
• The maintenance engineer must plan in advance for
routine painting and refurbishing
1.1.2 Duty of the Computer in Hotels
Front Desk Staff
▫ To make reservations
▫ To determine which rooms and rates are available
for a specific night or range of nights
▫ Use to check-in and check-out guest and to print
of bills
▫ Check to see if a room has been cleaned before
checking in a guest
▫ Enter guest names and mailing addresses into a
database to use for future reservations or to send
out information.
1.1.2 Duty of the Computer in Hotels
Housekeepers
▫ Use to verify which rooms are checking out and
staying over each day
▫ To communicate to the front desk, letting them
know which rooms are clean and available for
check-ins.
1.1.2 Duty of the Computer in Hotels
Restaurant Staff
▫ Employ computerized point-of-sale (POS) system
▫ The food and beverage manager use a computer to
prepare and print new menu inserts.
▫ Use a computerized banquet booking system for
weddings or conferences.
1.1.2 Duty of the Computer in Hotels
Lodging Manager/Night Auditors
▫ Use for daily and overall accounting purposes
▫ Use for keeping track of inventory and ordering supplies, to
verify conference schedules and to create reports for the
higher-ups
▫ To make sure computer programs for staff and for guests
are running softly
Remember!
1. The night auditor must verify which rooms have been
sold to complete the night audit
2. The reservations clerk needs information on the
availability of guests rooms
3. Marketing and sales must have current information on
room availability for conventions.
1.1.3 Computers Used in Restaurants
Computerized Restaurant Management
System/POS
– database program that keeps record of all
transaction carried out in the restaurant on daily
bases.
- helps the restaurant management to keep
adequate record of all transactions carried out and
does that will still be carried out by the restaurant
and maintain the database of the restaurant.
1.1.3 Computers Used in Restaurants
- A network of cashier and server terminals that
typically handles food and beverages orders,
transmission of orders to the kitchen and bar,
guest-check settlement, timekeeping, and
interactive charge posting to guest folios.
- POS information can be imported to accounting
and food cost/inventory software packages.
1.1.3 Computers Used in Restaurants
Reports that can be generated from
POS/RMS
▫ Open checks
▫ Cashier
▫ Voids
▫ Sales analysis
▫ Menu mix
▫ Server sales summary
▫ Tip
▫ Labor cost
1.1.3 Computers Used in Restaurants
Benefits of using POS/RMS technology
▫ Elimination of arithmetic errors
▫ Improved guest check control
▫ Increased average guest check
▫ Faster reaction to trends
▫ Reduced labor costs and greater operational
efficiency
▫ Reduced card-related expenses
▫ Reduced late charges
1.1.3 Computers Used in Restaurants
Specific Benefits of POS/RMS
▫ Delivery of food is quicker resulting in higher
average and greater table turnover
▫ Servers have more time for servicing guests and
suggestive selling resulting in higher tips and
satisfies guests
▫ Training time is significantly reduced
▫ Inform the servers when items are out of stock or
orders are ready
▫ More tables can be assigned to servers without
compromising the service
1.1.3 Computers Used in Restaurants
POS Printers
▫ This produce credit card slip and receipts for
customers and order slips for the kitchen and bar
staff.
2 commonly used slip and receipt
printers
▫ Dot matrix printer – an impact printer that forms
text by pressing the ends of pins against a ribbon.
▫ Thermal printer – a non impact printer that forms
an image by moving heated styluses over specially
treated paper.
1.1.4 Benefits of Technology in the Hospitality Industry
• Helps businesses stay relevant and competitive,
save time and money, and increase client
satisfaction in is important ways:
1. Relevance- guest are more likely recommend
locations that are up-to-date
2. Security- protect personal data
3. Sustainability- program that saves energy
4. Scalability- producing the highest rating and
revenue
5. Efficiency
6. Simplicity- customers need in one place
1.1.5 Computer Application in Front Office
Property Management System (PMS)
- A single site version and is need-specific to an
individual property
- generic term used to describe the computer
applications (hardware & software) in managing
the interface of various departments in a hotel in
order to manage the property effectively.
1.1.5 Computer Application in Front Office
PMS in Front Office
- includes the process of reservations, registration,
guest accounts, guest check in and check out,
handling discounts and allowances and the night
audit.
- interfacing electronic sharing of data of
departments such as Front Office, F & B through
POS, Maintenance through monitoring of energy
and heating and cooling systems and Security
through control of guest keys.
1.1.5 Computer Application in Front Office
Applications of PMS
▫ Energy Management System (EMS)
▫ Material Management System (MMS)
▫ Point of Sale (MICROS)
▫ Human Resource Information System (HRIS)
▫ Accounting System
▫ Call Accounting System (CAS)
▫ Management Information System (MIS)
1.1.5 Computer Application in Front Office
Points to consider while selecting a
PMS
▫ Budget
▫ Brand
▫ Cost of Operation
▫ Ease of Installation
▫ Ease of Use
▫ Ease of Interface Integration
▫ Maintenance Requirements
▫ Ease and Frequency of Upgrading
▫ Quality and Availability of Support Services
1.1.5 Computer Application in Front Office
Importance of Using Computer
Applications in Front Office
▫ Reduces paper work
▫ Environment friendly
▫ Saves time
▫ Increases efficiency
▫ Reduces error
▫ Increases speed and guest satisfaction
▫ Improves co-ordination among different hotel
departments
1.1.5 Computer Application in Front Office
Reservation Module includes the
following features:
▫ It provides room status records when the date of
arrival, date of departure and type of guest rooms
are entered in the system
▫ It can check the reservation status of guest quickly
▫ It displays room availability status by simply
selecting date
▫ It can attach guest messages to relevant
reservations, to be delivered at the time of arrival
▫ It can automatically calculate rates
▫ It can create group blocks.
1.1.5 Computer Application in Front Office
Front Desk Module includes the
following features:
▫ It can access guest information easily and quickly
for viewing, modification or check-in
▫ It displays a graphical room layout with the room
status information
▫ It tracks all guest activities for the length of their
stay
▫ It prints registration cards
▫ It updates the system in case of a guest room
changes
1.1.5 Computer Application in Front Office
Cashier Module includes the following
features:
▫ It manages all aspects of the guest folio including
debits, credits, adjustments, transfers and
allowances.
▫ It allows the viewing or printing of folio details
and summary information
▫ It consolidates all transactions and produces and
accurate bill, enabling a speedy check out
1.1.5 Computer Application in Front Office
Reporting Module includes the
following features:
▫ Allow the management to retrieve operating or
financial information at any point of time
▫ The management can quickly access information
such as:
▫ Availability of rooms on a particular day
▫ The number of guests arriving on a specific day
▫ Listing of guest’s folio balances
▫ Outstanding balance reports