MBA HR Semester spring2011 Organizational behavior

Select an organization from hotel industry and observe how the management used Information technology In communication

Contents
Introduction Information technology Background of Information Technology Information technology (IT) in hotel Management Types of software used in hotels Information and communications technology Practical study Swot analysis Conclusion & recommendations

Introduction
Information technology
The term in its modern sense first appeared in a 1958 article published in the Harvard Business Review. Information technology (IT) is the acquisition, processing, storage and dissemination of vocal, pictorial, textual and numerical information by a microelectronics- based combination of computing and telecommunications

Information and communications technology

ICT, is often used as an extended synonym for information technology(IT), but is usually a more general term that stresses the role of unified communications and the integration of telecommunications as telephone lines and wireless signals, computers, middleware as well as necessary software, storage- and audiovisual systems, which enable users to create, access, store, transmit, and manipulate information.

The Importance of Information Technology

Information System plays the role as 'enabler and facilitator', which endows with tactical values to the officialdom and considerable step up to the excellence of administration. 'An Information System is a particular type of work system that uses information technology to detain, put on the air, store, retrieve, manipulate or display information, thereby partisan one or more other work structure'.

in which authors Leavitt and Whistler commented that "the new technology does not yet have a single established name. We shall call it information technology (IT). Some of the modern and emerging fields of Information technology are next generation web technologies, bioinformatics, cloud computing, global information systems, large scale knowledgebases, etc. In the early days of computer development, there was no such thing as a college degree in IT. Software development and computer programming were best left to the computer scientists and mathematical engineers, due to their complicated nature. As time passed and technology advanced, such as with the advent of the personal computer in the 1980s and its everyday use in the home and the workplace, the world moved into the information age.

Background of IT
In relative terms, it wasn't long ago that the Information Technology department might have consist of a single Computer Operator, who might be storing data on magnetic tape, In the 1960s and 1970s, the term information technology (IT) was a little known phrase that was used by those who worked in places like banks and hospitals to describe the processes they used to store information. With the paradigm shift to computing technology and "paperless" workplaces, information technology has come to be a household phrase. It defines an industry that uses computers, networking, software programming, and other equipment and processes to store, process, retrieve, transmit, and protect information.

Information technology (IT) in hotel Management

Information technology streamlines nearly every aspect of operations in the hospitality industry, from managing hotel reservations to facilitating communication between restaurant servers and chefs in the kitchen. Computer software also assists management with back-end operations, from completing payroll to tracking inventory. Hotels needed also the communication called intercom and in which the guest can make order through video phones in a remote room, from the counter to the room. The information technology can help manage a hotel through advertisement .It the hotel wants to be visited by many clients .They should make a website that contains the location of the hotels and what are the amenities. By doing these tourist from all parts of the world will know the hotel.

Types of software used in hotels

property management /accounting (PMS) Internet/GDS reservations central reservations POS/hospitality web site design Inventory management

Types of software used in hotels

hotel software used by the hotel/motel industry is hotel property management software (PMS). PMS is a comprehensive software package that manages all aspects of hotel operations, which has front desk, and back office modules that handle reservations, guest profile/folio, reporting, night auditing, and housekeeping, accounting, payroll and asset and inventory management

software used in hotels

Hospitality management software includes sales and catering software, which will have a POS(point of sales) module to manage, and track sales from restaurants, lounge/bar, and room service. Event management is another important module of hospitality management software. Event management modules manage group/convention sales, room booking, function and layout.

Software
For reservations, there are two types of hotel software a CRS (central reservation system) and an IBE (Internet booking engine). An IBE allows guests to remotely make reservations accessing the hotels website. Hotel reservation systems will also have reservation software capability that allows guests to make reservations using a GDS service. A CRS books reservations for multiple properties.

Practical study Serena hotel Islamabad

Serena Hotels
The Serena selection of luxury resorts, safari lodges and hotels spans some of the most evocative, exotic and enchanting destinations in the world. The Serena Group comprises a collection of 32 luxury resorts, safari lodges and hotels, which are located in East Africa (Kenya, Tanzania, Rwanda, Uganda and Mozambique) and Southern Asia (Pakistan, Afghanistan and Tajikistan).

Vision Serena always endeavor to conserve rather than exploit nature

Mission
Is to create buildings of outstanding Ethnic design to offer the highest standards of Service and product that enables Serena All to deliver Level of operating standards This will exceed the level of Guests Expectations.

Hotel Facilities
387 Rooms including Suites Limousine Airport Transfer Service Two temperature controlled Swimming Pools Shopping Arcade Conference / Events Center 24-hour Business Centre Wi-Fi Access High Definition TV with International Channels Room service, Valet & Laundry 24-hour Doctor on Call

how management is using ICT in Serena hotel

Information technology is playing a key role in the revival of hotel industry. Serena is using video intercom in which the guest can make order through video phones in a remote room, from the counter to the room. Serena has Website by this tourist from all parts of the world know info about the hotel. Serena's IT professionals have a hospitality management background, along with an IT qualification.

Swot analysis
Strengths Serena is using valued traditional services & getting support from modern technology. Cost effective communication system like intercom and buzzer system is commonly and effectively used. Room service, Valet & Laundry Beautiful dcor & interior Two temperature controlled Swimming Pools Weaknesses Need more modern ICT only for high class highly expensive

Opportunities Growing demands of hotels and hospitality industry. Offers of modern technology to expand business Cost effective option by reducing staff through use of Modern ICT Innovation Increase of links and affiliations

Threats Security Situation Competitors Inflation The Government Instability lack of tourism in Pakistan

Conclusion & Recommendation

hospitality ventures are not using information technology (IT) strategically and are not reaping benefits. This lack is mostly due to the trend of staffing of less educated persons in hotel industry. IT can provide hospitality firms and hotels with a sustained competitive advantage, provided the technology complements operations. To boost up their business hotel and hospitality industry must adopted adopt the online systems just like E-Booking, E-ticketing to attract much greater number of customers.