Ict & E-Commerce for Hospitality Industry

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ICT & E-COMMERCE FOR HOSPITALITY

Module: ICT 106
Institute: Ealing Hammersmith and West London College
Submitted by: Jabedur Rahman (ID: 765453)
Submitted to: Mr. David Preston
Submission Date: 1 March 2011

Contents

* Executive Summary

* Introduction

* Discussion
A. ►The application systems used by Marriott Forest of Arden, And The principal technologies used in its operation

B. ►The management information systems used by the hotel And their roles in both the identification and delivery of business.

C. ►How modern trends might effect the technology.
With Supporting arguments.

* Conclusion

* References

Executive Summary

The discussion of the report is divided into three parts. The first part will describes the existing principal technology and computer based application used by Marriott Forest of Arden hotel through Value Chain. It will mostly focus on operational aspect, how the technologies help the smooth running of the guests stay and of the hotel from day-to-day. The second part will focus on different information systems used by the hotel and its role in identification and delivery of business strategies for the hotel. It will also say about how MIS helps managers and executive directors to make decision. The third part will discuss on where is technology going and how is that going to affect the Hotel and the systems which appear in part one and two. Finally the entire discussion will come to en end with supporting arguments and references.

Introduction:
Marriott Forest of Arden Hotel and Country Club is a four star luxury brand hotel operated by Marriott Hotel and Resorts. It is a franchise hotel located four miles away to the east of Birmingham International Airport. The hotel is famous for its golf courses and golf academy. People from all over the west midland gather her for this. It belongs to 214 bedrooms with two large restaurants and bar, Besides that it has many other departments like C&B (Conference & Banquette), Finance, Health and beauty, Leisure Club, Housekeeping, HR, Kitchen, Maintance, Reception a large sales and marketing team. Particular department has particular function for the operation of the hotel.

The application systems used by Marriott Forest of Arden and The principal technologies used in its operation The Marriott Forest of Arden is run by three major functional areas- HR department, Finance department, Sales and Marketing department. The front desk, concierge, bar, restaurant and gymnasium work for its operations. There are different software systems used by each of these areas. They help the smooth running of the guests stay and of the hotel from day-to-day. It will be easy to understand how our hotel runs if we take help of the Value Chain model of Michael Porter described in the book “Competitive Advantage: Creating and Sustaining Superior Performance” (Porter, 1985) ⓿1. Michael Porter descried in his Value Chain how an organisation works with its different department. He divided the total activities into two parts- Primary and Secondary activities. The primary activities are the activities related to production that include inbound logistics, operation, outbound logistics, sales & marketing and services. These primary activities are facilitated by some supporting activities. These supporting activities provide the necessary support for the effectiveness and competence of the hotel. The supporting activities include firm infrastructure, HRM, Technology development and procurement or purchasing.

⓿Figure 2: The Value Chain (Porter 1985)
Now let us see how the ICT contributes in both the primary and secondary activities of the Value Chain. As inbound logistics of Marriott Forest of Arden we see Marriott’s own website plays an important role for hotel booking, reservation service and different inquiries. There are some other search engines that are linked to the websites. The...
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