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Communications of the Association for Information Systems
Volume 15 | Number 1 Article 5

1-26-2005

Outrigger Hotels and Resorts: A Case Study
Gabriele Piccoli
Cornell University, gp45@cornell.edu

Recommended Citation
Piccoli, Gabriele (2005) "Outrigger Hotels and Resorts: A Case Study," Communications of the Association for Information Systems: Vol. 15, Article 5. Available at: http://aisel.aisnet.org/cais/vol15/iss1/5

This material is brought to you by the Journals at AIS Electronic Library (AISeL). It has been accepted for inclusion in Communications of the Association for Information Systems by an authorized administrator of AIS Electronic Library (AISeL). For more information, please contact elibrary@aisnet.org.

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Communications of the Association for Information Systems (Volume 15, 2005) 102-118

OUTRIGGER HOTELS AND RESORTS: A CASE STUDY
Gabriele Piccoli School of Hotel Administration Cornell University gp45@cornell.edu

ABSTRACT This case describes the history, strategy, and current information systems infrastructure of a midsize, privately owned hospitality firm. The case is designed to provide the substantial background information needed to engage successfully in setting direction for IS resources and their use at Outrigger Hotels and Resorts headquartered in Hawaii. It enables students to analyze the firm’s strategy thoroughly and to assess its current use of information systems resources. With this assessment as a starting point, students can develop an appropriate IS vision, IS architecture, and a strategic IS plan for Outrigger Hotels and Resorts. The case was originally designed to use the process of setting direction for IS resources as described by Martin and colleagues [2005], but is flexible enough to adapt to the structure of other approaches to planning for information systems use. Keywords: IS planning, IS assessment, IS visioning, infrastructure, hospitality. Editor’s Note: A teaching note is available from the author to faculty so requiring it that are listed in the MISRC-ISWorld Faculty Directory. I am involved with every decision that senior management takes. They look to me for an IS slant to it – whether an IT solution can capitalize on opportunities or eliminate threats. They also expect my team to independently develop an IS strategy that will further the business. Joe Durocher, Senior Vice President & CIO Every manager must have an IT strategy. You can’t delegate to technologists and only worry about your allocated cost or what training your employees need. You must understand how to be master of your own destiny and make IT work best for you. Too many managers still don’t get that. Rob Solomon, Senior Vice President Sales & Marketing

Outrigger Hotel and Resorts: A Case Study by G. Piccoli

Communications of the Association for Information Systems (Volume 15, 2005)102-118

103

I. INTRODUCTION Outrigger Hotels and Resorts, a mid-size lodging firm focused on leisure travel to the Hawaiian Islands and the South Pacific, uses Information Technology (IT) in numerous aspects of its operations and therefore must carefully engage in the information systems planning process. After analyzing Outrigger’s strategy and assessing the firm’s current use of information systems resources, we can develop an appropriate IS vision, IS architecture, and a strategic IS plan for Outrigger Hotels and Resorts. II. OUTRIGGER HISTORY AND CURRENT STRATEGY On Black Friday, September 13, 1929, Roy C. Kelley arrived in Hawaii with his wife Estelle. An architect by training, Mr. Kelley joined the firm of C.W. Dickey and was responsible for designing many of Honolulu's landmark buildings, including the main building of the old Halekulani Hotel and the Waikiki Theater on Kalakaua Avenue. Nine years later Kelley set out on his own, building numerous homes, apartment buildings, and hotels on the island of Oahu. In 1963, Kelley took over the land occupied by the old Outrigger Canoe Club....
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