akshay-mis of hotel

8/9/2019 Akshay-Mis of Hotel

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Application of MIS in ServiceApplication of MIS in Service

Group members

8/26/2010 1Xavier Institute - XIDAS, Jabalpur


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IntroductionIntroduction

y Providing the most satisfying service to thecustomers

y MIS found for manufacturing sectors does notmatch with service sector Hotels Hospital Airlines Insurance Banking Finance

y Managers put lot of efforts in a service industryto create a distinctive service to remaincompetitive



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Goods and ServicesGoods and Services

Goods are things you can buy that youcan touch. Can you buy apples? Can youtouch apples? Then the apples are goods.

Service

From time to time we also buy things that

cannot be touched.y For example, We buy repairs and cleaning for

our teeth when we go to the dentist. In thiscase, we are buying a SERVICE. It is something

done for us. 3


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How product and service changesaccording to time?

KIRANA SHOP- SHOPPING MALL

MARRIED LIFE LIVE in RELATIO

SH

IP

PHYSICAL EXISTANCE- VIRTUAL EXISTANCE

TALKIES MUTI PLEX

DEGREE - CAREER

4


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Create a distinctive service and remain

competitive

5


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Principles of distinctive servicePrinciples of distinctive service

y Tom Peter stated five principles of distinctive

service :

Listen, Understand and Respond to the customers;

Define a Superior Service and establish a Service

Strategy;

Set standards and measure the performance;

Select, Train and Empower the employees to work forthe customers; and

Recognize and reward the accomplishments.

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Service process CycleService process CycleStages in service cycle Steps in stage

Initiation of service Enquiry, information,seeking, checking, assessing

Transition to service Step towards service

Pre-service Cross checking the document, records

Service Effecting the service, delivery with the goods

Post service Concluding the service, existing assistance



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Customer designCustomer designy Service process designer design the customer service

based on the assessment and analysis of customer

choice, preference and quality expectation, willingness

to pay the price .

Custom

er

service

design

peopl

e

place

pricepromo

tion

product



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Application of MIS in Hotel IndustryApplication of MIS in Hotel Industry



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MIS for HotelMIS for Hotel

People prefer hotels when they are out of their homes, might

be on vacations, spending their leisure time, or on some official

duties.

Hotel is a place where people would like to have a distinctive

service. Due to lot of competitions in the hotel service, theconcept has changed from convenience of stay to comfort and

enjoyment.

Today, hotels are not only meant for a individual stay but now

its a place for business meetings, interviews, conferences, live

concerts. Every time the hotel needs to undergo change

according to the needs of the customers.

8/26/201010Xavier Institute - XIDAS, Jabalpur


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ContCont

Main function of hotel industry is toprovide a room to stay with basicamenities and facilities so that customer

has a comfortable stay. Managers put allefforts to keep hotel occupancy high allthe times.

Responsibilities of MIS plays important

role of providing information to the bestpossible way, so that customersexpectations are fulfilled.



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Transition to serviceTransition to service

Customer arrives at hotel reception

Enter

reservation

confirmationdetails

Process and

confirm

availabilityrecord

Process

reservation

record of stay

Validate

customer

record

record

Fill

form

Start

recoverprocess

Not

OK

OK



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Room Reservation Data EntryRoom Reservation Data Entry

8/26/2010 Xavier Institute - XIDAS, Jabalpur 13


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House KeepingHouse Keeping

y Resource planning

y Material and People required

for cleaning,

y Staff management/ Shifts

y Cleaning management

y Status reporting to front

Desk



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ServiceService

Service requests: lunch, dinner, room service

Process

feedback

record

Aggregation of

service

transaction data

Process bills

and summary

Process

payment

Enter

service

record

Customerdatabase

Knowledge

database

Accounts

database

Server



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Check In ProcedureCheck In Procedure-- GroupGroup

ReservationReservationy CHART BOOKING FOR A

GIVEN PERIOD FROM DATE

AND TO DATE

y LINKED WITH CHECK-IN

MODULE FOREFFICIENTCHECK-IN



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Lost & FoundLost and found

Register

Delivery

Phonebook

In-house use

Pick up Baggage service



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POS = Point of salePOS = Point of sale

Room charging at the POSRoom charging at the POS

y Charge to my room

Entire bill

Partially

y On-line entry

No danger of missing entries at check-out (while preparing bill)

Lookup guests and room status from POS

Use Room key for swipe or enter room number Setup Limits for Room

charges Charge to Conference reservations directly



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Summary: Data FlowSummary: Data Flow



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PostPost--ServiceService

Customer gives feedback

Knowledgedatabase

Process

feedback

record

Process a

letter of

thanks

Close the

service and

customer

record

Enter

feedback

form



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AUDIT TRAILAUDIT TRAIL

y WHAT IS AUDIT TRAIL?

CAPTURE USERSINFORMATIONAUTOMATICALLYFROM LOGIN ID AND

SECRET PASSWORD

y PURPOSE

MANAGEMENT WILLKNOW

WHO ENTERED?

WHENTHETRANSACTION WAS?

WHO PRINTED?

y

FULL ACCO

UNTABILITY



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akshay-mis of hotel

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