Hospitality Information Technology: Learning How to Use It

Author(s): Galen R Collins, Cihan Cobanoglu, Anil Bilgihan, Katerina Berezina

Edition: 8

Copyright: 2017


Details: eBook w/KHPContent Access | 180 days |

The hospitality industry is quickly becoming automated, leading to greater efficiency, better customer service, and ultimately, increased profits. As a result, it is imperative that a person entering the hospitality business be familiar with the technology propelling it forward. Hospitality Information Technology: Learning How to Use It is designed to meet that challenge. 

This enhanced learning package includes a textbook with access to a NEW companion GRL website that provides instructor resources and valuable learning tools to reinforce comprehension of course materials. Hospitality Information Technology starts with the basics of computer information systems, and then goes further into details about how these systems work in various areas of the hospitality industry. Topics include:

  • Property Management Systems — reservations and registrations, room status and housekeeping, room keys, accounting, sales, and in-room technology.
  • Restaurant Management Systems — guest checks, credit cards, restaurant-wide communication, inventory control, and menu management.
  • Data mining, the Internet, and support for sales and marketing.
  • Information processing, software and hardware options, network management, computer security, and system failures.

The NEW integrated GRL website includes a variety of instructor resources and fun activities including quizzes, chapter review questions, test banks, assignments, flash cards on key terms, PowerPoint® presentations, tutorials, videos, links to articles, an interactive glossary, and much more. 

Students and industry professionals will be exposed to the computer applications that make hospitality businesses run smoothly, how they work, and how they should be managed to optimize system performance and maximize revenue.

Chapter 1 Information Systems & Technology

Information Processing

Input Phase

Processing Phase

Output Phase

Storage Phase

Computer-Based Information System (CBIS)


Input Devices

Central Processing Unit (CPU)

Storage Devices

Output Devices

Communication Devices


Integrated Software

Workflow Software

Operating System

The Computer Revolution

Who Manages the CBIS?

Advantages of Computerizing Information Processing

Improved Labor Productivity and Organizational Efficiency

Enhanced Decision Making Capability

Reduced Operation Costs

Increased Information Accuracy

Increased Revenues

Greater Customer Satisfaction and Loyalty

Improved Controls

Technology and Information






Data Miners

Data Analytics

Unleashing Your Brainpower

Expert Insights

Technology and Leadership

Apollo Wills It

Royal Caribbean Rolls Out Self-Service Drink Fountains

with RFID Technology

RFID Technology

Ultraviolet Technology

Improved Sales and Guest Satisfaction


Chapter 2 Networks and System Security


Computer Networks

Local Area Network (LAN) Hardware and Software

Network Operating System



Network Interface Card or Adapter



Network Topology

Wide Area Network (WAN

Wi-Fi Networks

Planning Factors

Network Management

Fault Management

Configuration Management

Performance Management

Security Management

Accounting Management

Network Importance and Vulnerabilities

Common Causes of System Failure

Operator Error

Hardware Failure

Power Problems

Software Bug

System Overload


Spyware and Ransomware

Backup Strategies

Backup Frequency

Backup Method

Rotation of Secondary Storage Media


Computer Security

The Keyboard

Biometric Technology

The Internet and Communication Lines

Physical Access

IT Compliance

Payment Card Industry Data Security Standards


Chapter 3 Restaurant Technology Systems


Point-of-Sale Systems

Elimination of Arithmetic Errors

Improved Guest Check Control

Increased Average Guest Check

Improved Data Intelligence and Faster Reaction

to Trends

Reduced Labor Costs and Greater Operational


Reduced Credit Card Expenses and Improved Payment


Enhanced Customer Satisfaction

Reduced Late Charges

Terminal Design Varies

Are Server Terminals Always Needed

POS Printers

Course Firing (Hold and Fire)

Video Monitor or Kitchen Display Systems

Hardware Platforms

System Evaluation Begins with a Detailed Checklist

Table Management Systems

Home Delivery Software

Frequent Dining and Gift Card Programs

Inventory Control System

Menu Management System

Expert Insights

Technology in Restaurants

iPad App Gives Shula’s a Competitive Edge

Bottom Line Benefits

Making the Connection

The Keys to Success


Chapter 4 Lodging Technology Systems


Departmental Needs

Guest Amenities

Service Level and Customer Relationships

Facility Size and Layout

Organizational Structure


Reservation System

Selling Individual Reservations

Selling Group Reservations

Displaying Room Availability

Tracking Advance Deposits

Tracking Travel Agent Bookings and Commissions

Internet Reservations

Central Reservations

Global Distribution Systems (GDS)

Alternative Distribution Systems (ADS) or Online

Travel Agencies (OTA)

Electronic Distribution Management (EDM)

Revenue Management

Front Office System

Guest Registration

Room Status and Housekeeping Management

Cashiering and Guest Check-Out

Night Audit

Night Audit Steps

Sales and Catering Systems

Booking Management

Contact Management

Account Management

Event Management

Reports and Queries

Field Force Automation

Lead and Proposal Management Systems

Expert Insights

Your Relationship with Data

Luxury Hotel Makes Website a Five-Star Direct Revenue Channel

Ten Steps to Simplify a Complex Distribution World


Chapter 5 Accounting Information Systems


Accounting Information System (AIS

General Ledger

Accounts Receivable


Accounts Payable

Information Technology Auditing and Internal Control

Control Environment

Risk Assessment

Control Activities

Information and Communication


Expert Insights

QuickBooks… Why It’s the Ideal Accounting Software

for Your Restaurant

Web-Based Solution Streamlines Scheduling and

Reduces Labor Costs


Chapter 6 Guest Centric Technologies

Technology in the Room: Historic View

The Big Picture

Advantages and Disadvantages of Technology in Hotels

In Room Technologies

Categories of Locking Systems

Mechanical Locks

Non-Electronic Locking Systems

Electronic Locking

Key Cards

New Generation of ELS

Energy Management and Climate Control Systems

Types of Energy Management Systems

Fire Alarm and Security Systems

In-Room Minibars

Traditional Minibars

Semiautomated Minibars

Automated Minibars

In-Room Safes

Guest Room Phone Systems

Brief History of Hotel Telephone Service

Internet Access in Hotels

Future of Telephones in Hotels

Voice Mail/Wake-Up Systems

In-Room Entertainment Systems

Guest Room Control Panels

Self Check-In/Out Systems


Chapter 7 The Internet and Social Media

What Is the Internet?

The History of Internet

Domain Names

Usage and Growth

Internet and Travel

Internet of Things

Information Retrieval and Search Services

File Transfer Protocol

Search Tools

Search Engine Optimization

The Internet and Hospitality Business


Food and Beverage


Why Does a Business Need an Intranet

Intranet in the Hospitality Industry

E-Business Models

The Future

Consumer Generated Media or Electronic Word of Mouth

Software as a Service

Social Networks

Social Interactions

Definition of Social Media

History of Social Media

Social Media Revolution

Applications of Social Media in the Hospitality Industry

Travel Industry in the Information Age

The Impact of Social Media on Financial Performance

Web 3.0

Social Media Targeting Features

Internet Statistics 2016


Chapter 8 Strategic Use of Technology in the Hospitality Industry


Strategic Value of Technology

Strategic Enablers

Information Revolution

Competitive Advantage

IT Capabilities and IT Competencies

Positioning View

Resource Based View

Dynamic Capabilities View

Sustaining Competitiveness

Technology’s Impact in the Hotel Industry

Technology’s Impact in the Restaurant Industry

IT Investment Philosophies

Industry Specific Technologies

Strategic Analysis

Co-Alignment Model

Environmental Events

Strategic Choice

Firm Structure

Firm Performance

Restaurant Example

Importance of Environment in Strategic Management

Synergy between Higher Management and IT Engineering

Resources Integration

Analysis of IT Decisions in Hotels

Technology Induced Competitive Advantage Stages

Operation Stage

Enhancement Stage

Strategic Stage

Transformation Stage

Barriers to Technology Projects in the Hospitality


Market Oriented Strategic IT Investment Planning


Chapter 9 Data Mining in Hospitality


Data Warehousing

Data Mining

Data Mining Process

Data Mining Strategies

Data Mining Techniques

The Uses of Data Mining in the Hospitality Industry


Chapter 10 Project Management


Project Management Phases

Project Concept/Scope

Project Design/Assemble Project Team

Project Development

Quality Assurance



General Availability

End of Life


Chapter 11 Selecting and Implementing

Hospitality Information Systems

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

Property Profile Report

Constructing the RFP

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 Software or Hardware

What Type of Computer Should Be Purchased

What Should the Hardware Configuration Be

Does the Vendor Understand Hardware Ergonomics

Systems Selection

System Implementation

Implementation Steps

Conversion Strategies

Expert Insights

Breaking the Spreadsheet Habit

Integrated or Best-of-Breed Systems: Maybe We Should

Be Asking Different Questions When Choosing Systems

Cloud Helps Porter Apple to Avoid Capital Outlay


Chapter 12 Automation and Robotics in the Hospitality Industry


Self-Service Kiosks

Conveyor Systems

Conveyor Restaurants

Rollercoaster Restaurants

3D Food Printing


Characteristics of Robots

Robots in Different Industries

Robots in the Hospitality Industry

Robots in Restaurants

Future Technologies

Additional Materials

Discussion Questions


Galen R Collins

Galen Collins, Ph.D., is a professor at Northern Arizona University’s School of Hotel and Restaurant Management. He is a noted hospitality author and management consultant. His industry experience includes work with Club Corporation of America, Hilton Hotels, Howard Johnson International, Marriott International, Ramada Corporation, Tony Roma’s, Walt Disney World, Phelps Dodge Corporation, Flagstaff Bone and Joint, and the National Park Service.

Cihan Cobanoglu

Cihan Cobanoglu is an associate professor of Hospitality Information Technology at the University of Delaware. He earned his Ph.D. from Oklahoma State University in Hotel and Restaurant Management specializing in Information Technology. He is a Certified Hospitality Technology Professional (CHTP) commissioned by Hospitality Financial and Technology Professionals and Educational Institute of American Hotel and Lodging Association.

Dr. Cobanoglu has over 5 years of industry experience. He worked as System Manager for Ramada International Mersin, a five-star luxury hotel with 350 rooms. He is a Certified Micros/Fidelio programmer. Before working at Ramada, he worked in different segments of the industry including hotels, restaurants, blue voyage yachts, and clubs in different positions.

His research involves the use and impact of technology in hospitality industry. Dr. Cobanoglu published in scholarly journals such as Cornell Hotel and Restaurant Administration Quarterly, International Journal of Hospitality Information Technology and International Journal of Market Research. He has made over 100 presentations in national and international conferences, such as HITEC, FSTEC, MURTEC, and HFTP Annual Convention. Professional affiliations include Hospitality Financial and Technology Professionals, Hospitality Information Technology Association, and Council on Hotel, Restaurant, and Institutional Education. Dr. Cobanoglu also serves the hospitality industry as an IT consultant.

Anil Bilgihan

Katerina Berezina

Related ISBN's: 9781524940225, 9781524917852

Ebook Package



ISBN 9781524940225

Details eBook w/KHPContent Access 180 days