Technology Strategies for the Hospitality Industry

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  • Edition: 1st
  • Format: Paperback
  • Copyright: 2004-02-27
  • Publisher: Prentice Hall
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Cutting edge in perspective, this is the first book to view Hospitality Information Systems as a source for business growth as opposed to a cost center. Exceptionally practical in approach, it explores current industry uses, and features case studies, industry interviews, and an interactive CD-ROM with current applications. Readers learn how to develop new business strategies and tools, including database marketing, redefining the product mix, and working within the new developmental structure of service sector organizations.Computing Essentials. Networking, Internet and Telecommunications. Applications in E-Commerce in Hospitality. RMS, POS, Catering Management, Convention Management. PMS and Back Office. CRS/QIS. Databases, CRM, Marketing. Strategic Hospitality Technology Investment. Electronic Media and Public Relations and Corporate Identity. Hospitality Technology as a Career. Advances in Hospitality Information Systems.For anyone working in the Hospitality industry.

Author Biography

Peter D. Nyheim is an instructor of technology in Drexel University's Department of Hospitality Management.

Francis M. McFadden is an associate professor in Drexel University's Department of Hospitality Management.

Daniel J. Connolly is an assistant professor in Hotel, Restaurant, and Tourism Management, and Information Technology and Electronic Commerce at the University of Denver.

Table of Contents

Why Information Technology?
Using Hospitality Information Technology for Competitive Advantage
Computing Essentials
Networks and Security
Hospitality Information Systems Applications and Strategy
E-Business and E-Commerce Systems
Restaurant Management Systems and Associated Technologies
PMS and Interfaces
Databases and Managerial Support Systems
The Power of Information
Strategic Hospitality Technology Investment
Industry Reference Web Pages
Appendices (HITIS, Yield Management/CRM, RFP)
Table of Contents provided by Publisher. All Rights Reserved.


Hospitality organizations, like all others, have gone digital. Whether it is with a customer, supplier, or co-worker, our industry is expected to operate to a large degree "digitally." In an industry where presentation is everything, this must be accomplished seamlessly, even though numerous boundaries and multiple parties are involved. Take heed that if along the way it breaks down, it is the property where the customer is located that suffers. If it works properly, well that was expected in the first place.Technology Strategies for the Hospitality Industrynot only takes away the confusion surrounding technology in our industry, it also gives you the tools to succeed.Obviously, information technology (IT) or information systems' (IS) role is an important and challenging one for managers today. From daily operations to future planning, it is hard to find a process where some form of technology is not involved. Do you wish to understand it?Ours is a fast moving industry, where serving the customer right away often takes precedence over all other considerations. For this and other reasons, oftentimes the uses and advantages of technology are not employed to their fullest potential. Given the competitive nature of our industry and the fact that technology will not go away (regardless of the "dot.com" crash), today's manager has no choice but to understand it. Simply put, technology is part of doing business in the new millennium..Information technology (IT), information systems (IS), management information systems (MIS) . . . just what is the difference? The first two are often used interchangeably in this book and elsewhere; however, MIS is very different. The M in MIS stands for management. Managers are concerned with getting things done through other people. Managers are also evaluated on revenue and expenses. Although IS and IT are used, their purpose is to lead the reader in understanding technology within a management context, or MIS.From a human resources perspective, those managers with this information technology understanding find themselves with a "leg up" on their competition and often a brighter career path. Whether your role or career aspirations focus on food and beverage (F&B) management, asset and space management, marketing and sales, consulting, or perhaps even MIS, your specialty will only be enhanced with the right MIS knowledge base resulting in your becoming a coveted "knowledge worker." Changing Roles in Hospitality ManagementPast day-to-day operations in our industry involved pens, paper, and files. Although they are obviously still used, the focus has shifted towards technology. Managers find themselves using technology daily. Almost all departments have department-specific software and systems through which an organization is managed. Take, for example, the purchasing environment. Today, e-commerce has enabled hospitality organizations to purchase needed items from a vendor or supplier over the Internet. Other examples include the systems and applications used in a restaurant or catering environment. No longer is a stand-alone cash register or paper seating chart enough. Now, enterprise, meaning companywide, systems have been put in place to take advantage of data collection and collaboration across different locations. On the lodging side, properties are now managed by entire systems that track the status and charges of specific spaces and allocate costs and supplies accordingly, all the while interfacing with the outside world. The use of the Internet plays a large role inTechnology Strategies for the Hospitality Industry. AudienceIf you are a current hospitality management student or a hospitality professional wishing to better your MIS knowledge, you can use this text. With an eleven-chapter layout and specific emphasis on aligning technology to business strategy, this text presents both specific and conceptual themes.

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