Hospitality Information Technology: Learning How to Use It

by Collins, Galen R.; Cobanoglu, Cihan; Malik, Tarun

• ISBN13: 9780757503818
• ISBN10: 0757503810
• Edition: 5th
• Format: Paperback
• Copyright: 2003-10-01
• Publisher: Kendall Hunt Pub Co

Table of Contents

A Special Message from Galen Collins	xi
The Hospitality Creed	xi
Acknowledgments	xiii
The Information System	1	(38)
Chapter Outline
Information Processing
Input Phase
Processing Phase
Output Phase
Storage Phase
Introduction to Computers
Input Devices
CPU
Storage Devices
Output Devices
The Computer Revolution
Advantages of Computerized Information Processing
Improved Labor Productivity and Organizational Efficiency
Enhanced Decision-Making Capability
Reduced Operating Costs
Increased Information Accuracy
Increased Revenues
Greater Guest Satisfaction and Loyalty
Improved Controls
Technology and Information
Category
Time
Location
Alphabet
Continuum
Data Miners
Taking Full Advantage of Information Technology
Organizational Structure
Communication
Standard Operating Procedures
Computing Platforms
Executive Information Systems (EIS)
Places of Interest on the World Wide Web
Review Questions
Practical Applications
Chapter Web Site
References
The Information System Manager	39	(12)
Chapter Outline
Introduction
What Type of System Will You Manage?
Stand-alone Personal Computer
Local Area Network (LAN)
Multi-user System
Who Should Manage the Information System?
What Are the Responsibilities of an Information System Manager
Understanding How the Information System's Hardware and Software Function
Configuring the Information System for Optimal Performance
Evaluating System Performance
Training System Users
Guarding and Preserving the System
Maintaining a System Library
Building the Information Plan
What Is the Information System Focus?
Characteristics of a Well-Managed System
Places of Interest on the World Wide Web
Review Questions
Practical Application
Chapter Web Site
References
Maintaining and Protecting the Information System	51	(34)
Chapter Outline
Computer Dependence
Natural Disasters
Securing the System
Maintaining System Performance
Common Causes of System Failure
Operator Error
Hardware Failure
Power Problems
Software Bug
System Overload
Virus
Backup Strategies
Backup Frequency
Backup Method
Rotation of Secondary Storage Media
Hardcopy
Computer Security
The Keyboard
Modem and Communication Line
Internet
Physical Access
Preparing for Natural Disasters
Places of Interest on the World Wide Web
Review Questions
Practical Application
References
Software: The Essence of Computers	85	(38)
Chapter Outline
Software
Operating Systems
Operating System Tasks
Operating System Types
Customized Software
Software Quality
Software Functionality
Software Usability
Software Reliability
Software Performance
Supportability
Word Processing
Electronic Spreadsheet
Database Software
Presentation Graphics
Integrated Software
Unleashing Executive Brainpower
Places of Interest on the World Wide Web
Review Questions
References
Computers and Communications	123	(58)
Chapter Outline
Introduction
WAN Communications Hardware
Modem
Down-Line Processor
Front-End Processor
PBX
LAN Components
Network Operating Software (NOS)
Server
Network Interface Board
Workstation (Client)
Network Media and Topology
Communication Channels
LAN
Fiber Optic Cable
Wireless Networks
WAN
The Internet
E-Mail
The World Wide Web
Intranets
File Transfer Protocol
On-line Information
Application Service Providers
New Technologies
Network Management
Connectivity
Information Router
Call Accounting Systems
Security Systems
Electronic Locking Systems
Electronic In-Room Safes
Fire Safety Systems
Posting Interfaces
Point-of-Sale
In-Room Movie
In-Room Beverage
Self Check-in/Check-out Systems
Self Check-in/Check-out Terminals
Interactive Television
Automatic Teller Terminals
Remote Interface Check-in
The Communications Age
Voice Mail and Paging Systems
Automated Attendant System
Automatic Wakeup Systems
Interactive Television
In-Room Cellular Telephones
Call Forwarding
FAX Machines
Electronic Mail, Instant, and Unified Messaging Systems
Groupware
Smart Cards and Face Recognition Systems
Places of Interest on the World Wide Web
Review Questions
Practical Application
References
Property Management Systems	181	(50)
Chapter Outline
Introduction
Reservation System
Selling Individual Reservations
Selling Group Reservations
Displaying Room Availability
Tracking Advance Deposits
Tracking Travel Agent Bookings and Commissions
Central Reservations
Yield Management
Front Office System
Guest Registration
Room Status and Housekeeping Management
Telephone Services
Cashiering and Guest Check-Out
Night Audit
Recording all Transactions
Posting of Room and Tax
Producing a Trial Balance
Generating Reports and Updating Statistics
Night Audit Steps
Accounting System
General Ledger
Payroll
Accounts Receivable
Accounts Payable
Sales and Catering Systems
Booking Management
Contact Management
Account Management
Event Management
Field Force Automation
Places of Interest on the World Wide Web
Review Questions
Practical Applications
References
Restaurant Management Systems	231	(34)
Chapter Outline
Point-of-Sale Systems
Benefits
Terminal Design
Are Server Terminals Always Needed?
Noise and Check Quality are Considerations in Printers
Hardware Platforms
System Evaluation Begins with a Detailed Checklist
Table Management Systems and Home Delivery Software
Reservations and Wait List Management
Table Assignments and Balancing
Restaurant wide Network
Home Delivery Software
Inventory Control System
Create Vendor and Product File
Design Inventory Worksheet
Take Inventory
Print Reports
Menu Management System
Create Ingredient File
Create Recipe File
Create Menu Item File
Post Quantities Sold and Generate Menu Analysis Reports
Places of Interest on the World Wide Web
Review Questions
Practical Applications
References
Selecting and Implementing Hospitality Information Systems	265	(40)
Chapter Outline
Steps in System Selection
Reviewing Organizational Needs
What is the Mission or Purpose of an Organization?
What are the Organizational Goals or Objectives?
What is the Organizational Structure?
What is the Role of Technology in Service Improvement?
Evaluating the Current System
Defining Budget Requirements
Developing a Request for Proposal
Software Evaluation
Evaluation of Customer Support and Vendor Reputation
Evaluation of Training and Installation
When Should the Training Take Place?
What Employees Will be Trained?
What Should be Covered in the Training Program?
Hardware Evaluation
Which Comes First, Selection of Hardware or Software?
What Type of Computer Should be Purchased?
What Should the Hardware Configuration Be?
Does the Vendor Understand Hardware Ergonomics?
System Selection
System Implementation
Places of Interest on the World Wide Web
Review Questions
Practical Applications
References
The Internet	305	(36)
Chapter Outline
What Is the Internet
History of the Internet
Usage and Growth
Who Uses the Net?
A New Culture
Connecting to the Internet
Internet Resources
Communication Services
Information Retrieval and Search Services
Multimedia Services
The Internet and Hospitality Business
Travel
Lodging
Food and Beverage
Technology
Education
Intranets
The Future
Glossary
Place of Interest on the World Wide Web
Review Questions
Practical Application
References
Data Mining	341	(22)
Chapter Outline
Introduction
Data Warehousing
Data Mining
Data Mining Process
Data Mining Strategies
Data Mining Goals
Data Mining Techniques
The Uses of Data Mining in Hospitality Industry
Places of Interest on the Worldwide Web
Review Questions
References
Related Articles	363	(58)
Ideas and Information - An Interview with Nobel Prize Laureate Arno Penzias
Carla Jo Schafer
Database Marketing
Cindy Estis Green
What's Wrong with Today's Hospitality Technology Environment?
Sheryl Fried
William Sullivan
Expert Systems in the Hospitality Industry
Wonae Cho
Marketing Hospitality Websites
Galen Collins
Jamie Murphy
Usability Evaluation of a Property Management System: An Example
Galen Collins
Appendix A User Interaction Survey Example	421	(4)
Appendix B Usability Task List Example	425	(6)
Appendix C Usability Data Collection Form Example	431	(4)
Appendix D Sample Request for Proposal	435	(28)
Appendix E Pre-Screening Survey	463	(10)
Appendix F POS Checklist	473	(6)
Appendix G Restaurant Management System Capabilities Summary	479	(10)
Appendix H Instructions on Using the Micros-Fidelio PMS Tutorial (CDs are attached to the inside front and back covers)	489	(6)
Index	495