The hospitality industry is one that is primarily focused on customer satisfaction. For the most part, it is built on leisure or is luxury-based, as opposed to meeting basic needs. Hotels and resorts, cruise lines, airlines and other various forms of travel, tourism, special event planning, and restaurants all generally fall under the realm of the hospitality industry. Exceptional service is usually very important for all of these businesses. Customer satisfaction usually leads to consumer loyalty, which helps to ensure the success of a company in the hospitality industry. A hotel is an establishment that provides paid lodging on a short-term basis. The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. The cost and quality of hotels are usually indicative of the range and type of services available.
Front-of-the-House operations are known so because these operations take place in front of the guests. Thus, these operations are related either to direct interaction with the guest or they are being conducted in front of the guest. The front office activities start from the time a guest calls or sends in a request for reservation/ accommodation. Staff of the front office department starts interacting with guest by taking in, guest information and reservation request, leading to confirmation of reservation and finally to the handling of guest on arrival and guest check-in. Check-in activity is a must for both, a guest with reservation or a walk-in-guest, i.e., one is without prior reservation.
Due to the enormous increase in tourismworldwide during the last decades of the 20th century, standards, especially those of smaller establishments, have improved considerably. Hotels are independently assessed in traditional systems and these rely heavily on the facilities provided. Today, most of
the Hotels provide goods and services using computer system. It helps to perform task in an easy way with less time consumed. Some companies are become fully automated while others strive for the similar setting. Computer programmers develop things like computer system that the rest of us could use. The computer programmers tell the users what to do.
They make programs that users can easily used or understand. The advent of new technology gave rise to easy and hassle free interaction between and among humans. Whether it is in business, science or whatever task a person takes on the quality and speed of carrying it out are enhanced with automation at the core of this efficient today, many systems have used an automation process like using computer system, due to the efficient and accuracy. “Hotel Front Desk System” is a transaction processing and management system. In this system there are more advantages rather than a manual way of doing the task.
Interaction and individual stimulation have always been linked to the technological availability of the time and place. With the transition to an information-based society, computers and transactions have evolved from manual transaction. One of the solutions or alternatives to the problems that a hotel is facing, a system was being developed which can edit, delete, filter, monitor and store and secured the records of the customers. Indeed, Information Technology provides Hospitality solutions in delivering sophisticated services that differentiate the company from competitors and create a personalized experience for each guest. This comprehensive suite of solutions helps hotel owners and operators to achieve customer satisfaction.
With this, the researchers believe that for a rising business like the SWU BALAY ALUMNI, which will soon provide accommodation business to cater the school’s stakeholders and community needs to have a good front desk system that will help run the operation easier in terms of accommodation process involving its clients and guests. The researchers want to know the reasons of hotel in using manual reservation and conduct a study towards the topic because they notice some of the hotel still use manual reservation. The study will emphasize the effects of using manual reservation and how a computerized reservation will be substituted, which can be later on applied to that of the proposed SWU BALAY ALUMNI. Therefore, the researchers purported to find out how to increase the number of customer using computerized reservation. Front Desk system is a transaction processing system that solves the problem encountered during the manual Hotel Reservations and transactions.
The computerized Front Desk System aims to simplify the manual Hotel Reservation fastest and accurate. The system match staff schedules to optimal service levels, control costs, and rapidly adapt to changing conditions. Accuracy and efficiency can never be a question, since in both the operators and customers, time is important, with this integration fast and reliable service is optimized. It also allows your managers to spend less time on administrative tasks and more time taking care of guests and solving other issues on the property. Other than that, these solutions can ensure your staff and operations are running at peak performance. You’ll be able to identify sales trends, product and inventory costs, compare similar locations, and evaluate performance against established budgets and targets thus, ensuring organization within the company operations.
Furthermore, added feature that promotes great customer experience like seasonal discounts and privileges offered to loyal or lucky patrons. The system once implemented it will solve the most common problems that the Hotel Reservation encounter. In the hospitality industry, labor is one of the largest expense items. This kind of management system that is fast, efficient, and user-friendly, cuts of the burden of too much labor and expense of manual work. With the skills and knowledge of the Researchers the possibility of establishing this system is vivid. Definitely, SWU BALAY ALUMNI needs this system in order for the business to grow and to be successful.
Purpose and Description of the Study
The purpose of the study is to be able to have efficient control and maintain organization in the flow and process of the following aspects of operations:
Hotel reservations are made in real time and immediately after booking. It will help to manage a collection of data in the hotel. Moreover, you can add, change, and cancel bookings.
Booking is the actual confirmation of payment one by a customer upon check in or accommodation of the room
Upon reservation and booking, must have a guest profile to attach it. Guest Profile contains main information about a Guest. Guest Profile has type of Individual, Company, Corporate, Travel Agent, or other Source of a Hotel Reservation and Booking. You can search, view, update or cancel a created reservation. If a reservation has been cancelled, then you can re-activate it if the Guest comes back. Reservation can be in Pending status such as putting in Waiting List if Room is not yet available. It can be taken off the Waiting List and accepted when Room becoming available. Many options can be applied to Reservation to tailor your needs.
Profile in Hotel Management System listing the multiple addresses and phone number capability for each profile. It means that if any error happens during the transaction or key in data the system can read and detect with very fast. It’s to avoid the duplication while doing the transaction and the customer profile can be saving for long lasting. Other than that, with the profile, the management can see and sort out the special customer who has the membership or club number and tracking them. With this way, customer might be have the special rates and can get the privilege.
For the unlimited credit card numbers, guest can use many types of credit card in the hotel to make a payment which this system giving various types to pay. This system also can give more advantage where they can see the outstanding history statistics for past and future stays. It’s to avoiding the fraud in falsifying data and loss. Customer have many advantage when they come to the hotel who has implemented the hotel reservation software because they no need to make a registration each time come to the hotel because the profile customer are save and have a protection and privacy.
* Rate and Discounts Control
Every hotel has their own rates to attract the customer to come to their hotel. This is the strategies to ensure the hotel always get the customer and to maintain their profit. In the Hotel Management System, the inventory control very useful because it can show to us the unlimited room classes and rooms types that the hotel has. This inventory can helps the management hotel to see their marketing also the performance in daily, weekly, monthly even yearly. These modules also can helps to arrange the rate plans by see the market price and see the rates in the multiple currencies. So that every customer or foreigner can search the hotel booking by see the currencies price. These modules also can keep change and negotiated rates by following the versatile tax calculations and chain cross sell capability with schedule.
In the rooms and rate management and restrictions, the Hotel Management System can helps where they can manage the room with following the rate. If there have any restriction, that means the rooms was ordered or already reserved by the individual, group or others. So that, they cannot enter or reserve that rooms until the cancellation done. For more looks forward, this system giving the ability to open or close room types by rate, property, room class, etc. For those was booking the hotel, they no need to worried because this system has unlimited number of guarantee. To those had give the deposit before enter the rooms, they can get it back when they check out because the system save who pay for the deposit and if any cancellation, they must follow the policies to ensure the safety between hotel and customer.
Besides that, the reservation system lets you set up rate structures for individual properties, groups of properties, or for chains. Multi-level rate and inventory controls make inventory management easier and increase profitability. Rates and room types can be automatically restricted based on percentage occupancy, minimum stay through, arrival date, and more. Agents can use the hotel reservation system to easily determine best available rates for any length of stay. To maximize property revenues, these hotel reservation computer systems also support interfacing to major yield management systems.
The Hotel administrator is responsible for the reception of guest as well as internal communications of the hotel services. The post of administrator is related to the guest reception service or, as it has been recently called, front office service.
The reporting system provides a number of standard reports. System reports may be generated automatically and may be run daily, weekly, monthly, yearly or manually upon request. Reports include expected arrivals, reservation, property forecast, total booking activity, stay activity, monthly and daily booking activity summary. property detail, agent activity, automatic allotment release and delivery queue purge.
* PMS Interface
CRS offer Two-Way Interface that allows the CRS to communicate with and exchange information between the CRS central database and the Front Office PMS (Property Management System) at each property. The Two-Way Interface includes features that are allowed the CRS and PMS to work with the same information despite differing data structures and values. What interface to a web-based PMS offers: – Control all reservations coming from different sources in a single control panel/extranet – Property Management System helps you distribute your rooms optimally to different online channels you work with since with PMS you can easily check the resource of your reservations.
You can easily analyze how much each sales channel contributes to your revenues and identify the most efficient channels. – With Property Management System, hoteliers receive instant alerts containing information of your reservations: length of stay with check-in and check-out dates, number of guests, room type, price and rates, personal information of customers, billing and etc. – Main advantage of a web-based PMS is its communication ability to CRS as well as to hotel website booking engine and other online sales channels.
Objectives of the Study
The study aims to create a Hotel Front Desk System for SWU BALAY ALUMNI.
This study aims to solve the problems encountered and to change the manual reservation and hotel processes and transactions.
Specifically the proposed system will guide to do the following objectives: a) To create a computerized system that will manage the records of the following entities:
b) To create a computerized system that will manage tasks for Housekeeping. c) To create a computerized system that will provide substantial Sales Reports and Inventories. d) To create a computerized system that will manage and control on Room rates
Scope and Limitations of the Study
This study mainly focused on providing retailing business application using computerized system that enables businesses to track services and aims to provide accurate and reliable process on every transaction especially in a hotel front desk management. This study looked into a better impact of using technology today on how it affects our daily lives especially for being the customer. With this study, it can help our beneficiaries to know the differences of using manual system to a computerized generation today, prioritize is to prove and to give them the right information.
Furthermore the proposed Front Desk Hotel Management System for SWU BALAY ALUMNI limits itself in the following aspects: Room Reservation, Room Bookings, Room Maintenance and Housekeeping, Staff and Customer Profiling, Administrative Control, Reporting, and Billing. However, this project is limited only in giving discounted rates for Southwestern Alumni and stakeholders. Furthermore, reservations can only be conducted in two ways either walk-in or via phone call. Thus, online reservation is not possible. The system is not capable of managing both payroll, laundry, restaurant, bar, gym and other facilities and amenities offered of the hotel..