Travel Industry to customize from establishing regions, defining

booking windows, and enabling credit cards for

- establishments responsible for transporting
each brand to configuring market segments,
people from one place to another based on their
room types, policies and rules specific to your
desired destination
business models
o Airline companies
o Shipping lines
o Bus lines
o Travel agencies/ tour operators
- Some of the Airlines Operating in the Philippines:
o Philippine Airlines
o Cebu Pacific
o Air Asia
o SkyJet
- Different expectations from the clients of the
travel industry:
o Schedules of flight
o Prices of tickets
o Comfort of seats
o Quality of meals
o Treatment by the crew members and ground
staff
o Airport facilities
o Assistance in travel arrangements
o Assistance in arranging hotel
accommodation
o Assisting in customer’s problems
immediately in the airport front office

Customer with the Travel Agency - MIS interface, travel agencies can offer their
corporate customers access to their data which
then provides them with instantly updatable
reports.
- Advantages
o On customer service and flexibility
▪ it provides better customer service as it
allows the users to have a list of standard
reports or create their own standards.
Customer with Online Booking ▪ the reports from that system are built fast
which can be sent via email in Portable
Document Format (PDF)
▪ it permits corporate customers to access
their data if they need it for reporting
purposes.
o On data security
▪ it offers high security of data as it is
hosted in a secure environment at the
Amadeus Data Center.
Amadeus Management Information System o On accessibility
- A powerful business intelligence tool for relevant ▪ it is accessible via the Internet which the
information to make informed decisions about allows easy deployment of the solution
the business not only to the internal users but to the
- Amadeus Agency Manager mid-office corporate customers as well.
o a respiratory of operational data which was ▪ more importantly, it is available to
gathered from the Agency Manager and everybody anytime, anywhere to retrieve
allows the users to present or analyze them the information and reports they need.
to make business decisions. Central Reservation System
- Allows your organization to enforce adherence to
company or brand standards as well as the - computer-based reservation system in the travel
flexibility to brand individual hotels the capacity and tourism industry.
 - used to store and retrieve information and ▪ provides travel distribution, technologies,
eventually conduct transactions that have and services for travel companies
something to do with travel. worldwide. This includes servicing travel
- exclusively used by airlines but was extended to suppliers, travel agencies, corporations,
travel agents and hotels for them to conveniently and travel Websites,
transact with various guests and travelers. ▪ The travel agencies can check a lot of
- Functions: airline offerings such as real-time
o It provides details on available daily flight availability of seats, price changes, and
schedules status of flights.
o It provides flight availability details - Advantages:
o It provides fare quotes details o It provides simplified access to users
o It provides reservation details o It connects to multiple airlines
o It provides ticketing details o It needs less maintenance
o It provides refunds and cancellations details o It offers flexibility

Global Distribution System Service Industry

- another computer-based reservation system in - establishments rendering services to their clients

the travel and tourism industry. such as airlines, hotels, restaurants, and others.
- a network of providers bringing the products and
Food and Beverage Service Industry
services together to the doorstep of consumers
anywhere worldwide. - built of complex systems for buying, storing,
- provides the end-users with real-time access to preparing and selling food and beverages
inventories and pricing a company offers. - total look and feel of this industry depend on its
- Four major Global Distribution Systems: management information systems, the
o SABRE information storing, preparing, and selling food
▪ created by an American Airlines, this and beverage
is owned by Sabre Corporation. - Restaurant Management System help to create
▪ headquarters is located in Southlake, an ambiance and make it more profitable as well
Texas, USA. as a better place for customers to eat
▪ Travel agents and companied around
the world use this GDS to search for MIS Application in Restaurant Service Industry
flight details and services offered by - People whom the service is to be rendered
airlines, hotels, car rental companies, o Their needs should be continuously
rail providers and tour operators that monitored and evaluated so that the
are utilizing it for their operations. managers can revise the service strategy to
o Amadeus meet guests' expectations
▪ created through the efforts of four - Service process as implemented in the
airlines: Air France, Iberia, Lufthansa, organization
and Scandinavian Airline System o MIS should now evaluate the efficiency and
(SAS) effectiveness of the processes for the
▪ an innovative solution to a common decided operating standards. This will help
industry problem related to efficient them analyze what technology will then be
sales and travel distribution. applied to ensure that company goals and
▪ travel providers such as the airlines, objectives are met
hotels, car rental and tour operators, - Service technology as used in the decision
among others can connect with the making of the organization
travel sellers such as travel agencies o involves data communication, information
and other intermediaries. search, as well as a real-time decision of the
o Galileo managers or management using the system
▪ created by the collaborative efforts of
a group of nine European airlines Point of Sale System in the Restaurant Business
including British Airways. - helps restaurants operate more effectively,
▪ based in Atlanta, Georgia, in the manage the operation, and connect with
United States and is owned by customers.
Travelport. - A computerized system that allows business
o Worldspan owners to track their sales, cash flow, and food
▪ formed by Delta Airlines, Northwest inventory
Airlines, and Trans World Airlines in the - Helps simplify establishments’ bookkeeping
early 1990s. activities massively
 - Simplifies communications between the counter, ▪ hotels located near airports and are
kitchen, and the wait staff. conveniently located to provide any level
- How POS normally works of service from just a clean room to room
o Order-taking – computer calculates including service
tax o Commercial Hotels
o Food and Beverage Preparation ▪ usually offer room service, coffee shop,
o Inventory Management dining room, cocktail lounge, laundry, and
o Reports Generation valet service as well as access to
- Some POS used by the industry computers and fax services.
o Condor's CIMS Point-Of-Sale System ▪ Economy Hotels – provides limited
▪ a Windows-based system designed to service and is known for clean rooms at
provide business owners with up-to-date low prices, meeting just the basic needs
technology. of travelers.
o Mosaic POS o Suite/All-Suite Hotels
▪ easy-to-use and cost-effective POS system ▪ hotels that offer spacious layouts and
that services over 100 customers, design
representing approximately 1,000 outlets, o Residential Hotels
across the Philippines, Singapore, ▪ offers long-term accommodations
Vietnam, India, and UAE ▪ mostly seen in the business centers and
o UTAK POS areas where access to main cities can be
▪ is Filipino made and is used by over 1,500 found
partners the country including the o Casino Hotels
Famous Belgian Waffles, Potato Corner, ▪ hotels that are often quite luxurious
Shawarma Shack, and Hala Kabab ▪ actually in support of the gambling
Express. operation.
o Resort Hotels
Other technologies that are observed in food service
▪ hotels that are planned destinations for
establishments that offer efficient operations and
guests, usually vacationers.
delight customers:
▪ located at the ocean (for some countries),
- Handheld POS systems near the ocean, or in the mountains away
o allows customers to order at the table and from inner cities.
pay their bills ▪ offer any form of entertainment to keep
- Self-order Kiosk their guests happy and busy.
o allows faster transactions as orders are easily - Hotels’ Task
seen by the counter and the food prepare o Handling of reservations
- Online Food Delivery o Checking of guests in and out
o the most in-demand especially during the o Assigning of rooms
peak of the COVID-19 pandemic o Managing of room inventory
- Food Apps o Accommodating the needs of in-house guests
o customers can view the food menus, photos, o Handling accounting and billing
reviews, and also ratings and feedback for - Important Things to consider
their chosen restaurant. o determine how well they sell rooms
o know the profit from each night
Hotel Industry o determine the cost of ancillary services
- utilizes MIS or information technology to help o identify the staff needed to run the company
them manage effectively their day-to-day - MIS applications in Hotels
operations o Guest Profile
- establishments responsible for providing guests o Occupancy rate
with beds and food at a certain cost. o Future Projections
- Hospitality or industry composed: o Monitoring expectations
o Motels o Needs for communication
o Hotels o Guest database
o Apartels - Reasons Why the Hotel Industry Should Use
o Condotels Technology
o Inns o It helps in better communication
- Common Hotels Classifications that need a o It offers convenience to internal and external
complete hotel management system customers
o Airport Hotels o It makes the hotel reachable
 o It helps in operating the hotel effectively and ▪ Front desk
efficiently ▪ Back office interface
- Property Management Systems used in the ▪ Rooms management
Industry ▪ Cashiering
o Lodging Touch Property Management ▪ Accounts receivable
System ▪ Commissions
▪ It can interact with the front office, ▪ Reporting
group sales, guest history, accounts ▪ Fully configurable
receivable, as well as travel agencies ▪ Global perspective
and yield management - Other Hospitality Technologies and Applications
▪ Users can search and retrieve o Wi-Fi Connectivity
information of guests as needed ▪ becomes a must-have already
through various fields such as their o Web Booking Engine
name, address, and confirmation ▪ allows hotel guests to book directly from
numbers their website using an application or
o Paragon AS/400 Front Office System software.
▪ a flexible system that provides o Mobile Technology
information in order to achieve optimal ▪ hoteliers have to make sure that their
standards website content, offerings, and services
▪ provides information and feedback to are bookable
measure financial impact and quality. It o Safety and Security Technology
can manage the complete hotel system ▪ In big hotels, they are powered with
which can be integrated with Paragon night vision cameras or remote visual
Back Office, Central Reservations, and Internet Protocol- based cameras. Small
complementary products. hotels should also have these, or at least
▪ helps users improve their guest service, a similar technology so that all
make their internal operations efficient, stakeholders would feel safe and secure
as well as provide them control over in their premises.
their financial data integrity o Room Service App
o Features: ▪ web-based room service app that is
▪ Reservation compatible with laptops and mobile
▪ Flexible rate configuration and devices.
maximum room occupancy resulting in ▪ guests can scan a QR (quick response)
an optimal return on rooms code placed on a room's nightstand, or,
▪ Access on room availability by type can type in the web address their needs
▪ Provision of confirmation letters and and check out the up-to-date menu, hit.
pre-printed registration cards a few buttons, and then track their
▪ With hotel configurable fields to service delivery
capture additional guest information
Impact on Consumer Behavior
▪ Able to maintain waitlists
▪ With flexible package configurations - the consumers become more forward-looking as
▪ CLS Software Property Management to what the industry can offer.
System - A guest of a hotel looks for similar if not better
- Opera Property Management System service offerings in another hotel they will be
o Commonly used by hotel operations, this checking in.
was designed to meet the varied - Comparison of services is there.
requirements of any size hotel or hotel - It can be noted that the online era has played a
chain significant role in the change of consumer
o provides users with all the tools they need behavior.
for doing their day-to-day tasks easily. It is - Their needs such as personal socialization and a
configurable to each hotel's specific thrilling yet fulfilling experience become an
requirements. important consideration nowadays by the
o operates in either single-property or multi- tourism and hospitality industry, therefore
property mode, with all properties in an triggering them to revisit their business
enterprise sharing a single database. strategies and models.
o Features:
▪ Reservations Impact on Business Strategies and Models
▪ Rate management - As soon as the industry knows about their
▪ Profiles consumers' behavior, these are further analyzed
 and evaluated by obtaining more data to be able
to arrive at possible counterparts. When data is
finalized, the industry applies this into something
that can benefit both the company and the
customer.
- hotel may decode creating better and more
personalized accommodation and services for
their guests
- As competition in the tourism and hospitality
industry is stiff, identifying patterns of the
current and potential customers and servicing
their needs is one way that the industry is trying
to use information as a leverage tool to beat or
be at far with competitors
- Hotel establishments nowadays are not just
focusing on improving their online presence but
also enhancing their marketing strategies to be
able to respond to the changing customer
demands.

Impact on Guest Experience

- positive experience has been proven to affect

their behavior and online reviews after their stay
- by simply having a conversation through mobile
technology and is personalized as the guests
inquire about a service or something, they will be
able to build a personal relationship and increase
guest loyalty
- when hotel room attendants can provide
personalized guest preference on in-room
touches. With the right technology where these
attendants can access data of the next guest to
occupy a room can help them provide the best
service they can.
- with the use of a Property Management System,
the management can be alerted when a VIP or a
very loyal guest checks in
- the hotel can also easily check who of the
inquiring customers are blacklisted

Impact on Organizational Efficiencies

- the hotel employees can focus more on guest

experiences.
- As customers can already book via their
websites, the employees can focus on creating
better packages, thinking of additional services
to offer to them, or mixing and matching
customer needs against available resources