Hospitality Information Technology: Learning How to Use It
Edition: 9
Copyright: 2021
Edition: 9
Copyright: 2021
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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 wishing to enter the hospitality business be familiar with the technology propelling it forward. This book will help you with this task
Hospitality Information Technology: Learning How to Use It discusses a variety of information technologies (eg, mobile, cloud computing, self-service, wireless, social media, etc) that are transforming hospitality businesses, with a special emphasis on restaurant and lodging operations. It addresses technical concepts underlying current and future developments in hospitality information technology. Current hospitality applications are described and explained in detail, as well as new ones being developed to take advantage of emerging technologies.
Hospitality Information Technology: Learning How to Use It consists of 12 chapters providing answers to the following important questions:
- How are computer-based information systems used to empower hospitality organizations?
- What measures can be taken in preventing computer and network failures, optimizing hardware performance, and minimizing security threats?
- How are restaurant and lodging applications used for enhancing operational efficiency and effectiveness?
- What are the mission-critical systems in hotels and restaurants?
- What are the key steps in constructing and operating an accounting information system and ensuring that data and information are reliable, confidential, secure, and available as needed?
- How are in-room and guest-facing technologies used in hotel environments impacting guest experiences?
- Why is social media important to hospitality businesses?
- How can hospitality businesses use technology to gain a competitive advantage?
- Why it is important that IT projects are managed efficiently and meet the objectives of stakeholders?
- How are data mining and analytics used for improving decision making in the hospitality industry?
- What are the steps and considerations when selecting and implementing hospitality information systems?
- How are emerging technologies influencing and reshaping hospitality business models?
Key changes to the ninth edition include:
Chapter 1: Information Systems and Technology: Old areas/new areas addressed include pandemic impact, voice assistant technology, chatbots, virtual agents, artificial intelligence, Internet of Things and Internet of Everything, QR codes, intelligent crowd management, RFID, beacon technology, biometric and contactless technologies, hardware capacities updates (e.g., RAM, storage: HDD/SSD, etc.), monitor technology, 3D printer technology, digital signage, mobile apps, wearable technologies, customer feedback technologies (e.g., HappyOrNot terminals, data visualization, updated figures, etc.
Chapter 2: Networks and System Security: Old areas/new areas addressed include pandemic impact, mesh topology, LiFi, 5G networks, WiFi6, update on network components and capacities (e.g., server types: edge), business continuity planning, ransomware, network attacks (e.g., DDoS and IoT), data breaches, personal information privacy and protection, causes of system failure, passwordless authentication, new photographs/updated figures, etc.
Chapter 3: Restaurant Technology Systems: Old areas/new areas addressed include pandemic impact, POS hardware/software, mobile and contactless payment systems, enhanced customer satisfaction, tabletop and self-service technologies, QR codes, online reservation systems, table management systems, integration of systems with third party delivery systems, home delivery and online ordering systems, gift card programs, digital menus, new photographs/new and updated figures, etc.
Chapter 4: Lodging Technology Systems: Old areas/new areas addressed include hotel loyalty programs, distribution channels (e.g., booking fees), direct and indirect channels, etc.), GDS and OTAs, Blockchain distribution systems, revenue management, baggage handling system, check-in and self-service technologies, new photographs/, etc..
Chapter 5: Accounting Information Systems: Blockchain accounting technology
Chapter 6: Guest Centric Technologies: Old areas/new areas addressed include pandemic impact, guestroom technology advancements, guestroom control systems, big data to customize and enhance customer experience., electronic locking technology (e.g., Mobile Key/bluetooth Systems), fire safety and security systems, energy management systems, contactless devices, in-room technology (e.g., Internet access, Wi-Fi/5G, IoT devices: smart windows, mirrors, etc.),new photographs/updated figures. etc.
Chapters 9 and 11: Minor updates: Old areas/new areas addressed include data mining and pandemic, systems evaluation, role of technology, RFP, new photograph, etc.
Chapter 7: The Internet and Social media. Old areas/new areas addressed included Internet usage and growth, Internet and travel, IoT, search engine optimization and marketing, destination information, transportation, sharing economy platforms, consumer generated media, social media platforms, social media metrics, Internet statistics 2020, etc.
Chapter 12: Automation and Robotics in the Hospitality Industry: Old areas/new areas addressed include pandemic impact, self-service technologies, industrial and service robots, deployment of robots in the hospitality industry and other service environments, virtual reality technology, virtual tools, and virtual trips/tourists, conferences, and experiences (e.g., Amazon Explore).
Chapter 1 Information Systems & Technology
Information Processing
Input Phase
Processing Phase
Output Phase
Storage Phase
Computer-Based Information System (CBIS)
Hardware
Input Devices
Central Processing Unit (CPU)
Storage Devices
Output Devices
Communication Devices
Software
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
Category
Time
Location
Alphabet
Continuum
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
References
Chapter 2 Networks and System Security
Introduction
Computer Networks
Local Area Network (LAN) Hardware and Software
Network Operating System
Workstation
Server
Network Interface Card or Adapter
Switch/Hub
Cable
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
Virus
Spyware and Ransomware
Backup Strategies
Backup Frequency
Backup Method
Rotation of Secondary Storage Media
Hardcopy
Computer Security
The Keyboard
Biometric Technology
The Internet and Communication Lines
Physical Access
IT Compliance
Payment Card Industry Data Security Standards
References
Chapter 3 Restaurant Technology Systems
Introduction
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 Efficiency
Reduced Credit Card Expenses and Improved Payment Processing
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 and Online Ordering Systems
Frequent Dining and Gift Card Programs
Inventory Control System
Menu Management System
Digital Menus
Expert Insights
Technology in Restaurants
iPad App Gives Shula’s a Competitive Edge
Bottom Line Benefits
Making the Connection
The Keys to Success
References
Chapter 4 Lodging Technology Systems
Introduction
Departmental Needs
Guest Amenities
Service Level and Customer Relationships
Facility Size and Layout
Organizational Structure
Globalization
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)
Blockchain-based Distribution Systems
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
Predicting Sales Patterns
Immediate Returns
Ten Steps to Simplify a Complex Distribution World
References
Chapter 5 Accounting Information Systems
Introduction
Accounting Information System (AIS)
General Ledger
Accounts Receivable
Payroll
Accounts Payable
Information Technology Auditing and Internal Control
Control Environment
Risk Assessment
Control Actvities
Information and Communication
Monitoring
Blockchain Accounting Technology
Expert Insights
QuickBooks… Why It’s the Ideal Accounting Software for Your Restaurant
Web-Based Solution Streamlines Scheduling and Reduces Labor Costs
Going Beyond Labor Management
References
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 Hotels2Voice Mail/Wake-Up Systems
In-Room Entertainment Systems
Guestroom Control Systems
Self Check-In/Out Systems
References
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
Travel
Food and Beverage
Intranets
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 2020
References
Chapter 8 Strategic Use of Technology in the Hospitality Industry
Introduction
Strategic Value of Technology
Strategic Enablers
Information Revolution
Competitive Advantage
IT Capabilities and IT Competencies
Positioning View
Resource Based View335Dynamic 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 Industry
Market Oriented Strategic IT Investment Planning
References
Chapter 9 Data Mining in Hospitality
Introduction
Data Warehousing
Data Mining
Data Mining Process
Data Mining Strategies
Data Mining Techniques
The Uses of Data Mining in the Hospitality Industry
References
Chapter 10 Project Management
Introduction
Project Management Phases
Project Concept/Scope
Project Design/Assemble Project Team
Project Development
Quality Assurance
Beta
Release
General Availability
End of Life
References
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
Integrated Systems
Best-of-Breed Systems
The Real World Interferes
Cloud Helps Porter Apple to Avoid Capital Outlay
The Answer in the Cloud
Saving Time and Money
References
Chapter 12 Automation and Robotics in the Hospitality Industry
Automation
Self-Service Technologies
Conveyor Systems
Conveyor Restaurants
Rollercoaster Restaurants
3D Food Printing
Robotics
Characteristics of Robots
Robots in Different Industries
Robots in the Hospitality Industry
Robots in Restaurants
Future Technologies
Additional Materials
Discussion Questions
References
Index
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 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 PhD, is a Professor at Florida Atlantic University’s College of Business and recipient of the Dean’s Distinguished Research Fellowship, specializes in services marketing with a focus on information technology applications in the tourism and hospitality industries. With a PhD from Rosen College of Hospitality Management and an MS from the University of Delaware, Dr. Bilgihan has contributed significantly to academic literature, authoring over 100 refereed journal articles cited over 14000 times and a widely adopted hospitality information systems textbook. His research, which explores the use and impact of technology, user experience, digital marketing, and online social interactions, has been featured in respected journals such as Tourism Management, Information & Management, and Internet Research. Recognized with awards like the Cisco Extensive Research Award and FAU Scholar of the Year, Dr. Bilgihan continues to contribute to the understanding of digital interactions in the services industries.