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Assessment Record form and Marking Grid

FdA Information Systems in Hospitality

Student name:Martyna Poniewierka

Assessment No: Module Level: Module Tutor:

2 4 David Thomson

Module: Assessment Method: Weighting: Date of submission:

Information Systems inHospitality

Wiki Presentation 50% See AR1

Length: 1250 Words

Learning outcomesassessed:

Apply the Guest Cycle model to their workplace and evaluate. Evaluate the effectiveuse of IT in supporting the Guest Cycle and Quality Management.Evaluate the effective use of IT in supporting Hotel Revenue Management.

Skills Mapped: Use technical and interpersonal skills and knowledge to propose and evaluatepractical and theoretical solutions to complex problems in the core areas ofhospitality

Recognise and value the centrality of the hospitality consumer and meet andrespond to their needs.

Evaluate and apply, within the hospitality context, appropriate theories and conceptsfrom the generic management areas.

Feedback

Assessment Criteria Weight%

Strength Areas of Improvement

Analyse the use of Yield /Revenue Managementtechniques in their workplace

40%

Apply the Guest Cycle modelto their workplace andevaluate.

25%

Evaluate the effective use of ITin supporting the Guest Cycleand Quality Management.

25%

Self Presentation please seehand in guidelines. Marks willbe deducted for poor use of IT(hyperlinks, outsources, videoand photography), spelling &grammar, lack of in-textreferencing and incorrectly

formatted bibliography

10%

Deductions: Late Submission

Deductions : No Front Sheet

Total mark out of 100%

*Subject to ratification at the validating University Subject Board

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Assignment Brief

You are required to prepare a WIKI SITE based on real case from industry.

a. Select a hospitality business that you are going to research

b. Present the nature of enterprise.

c. Investigate the property management and other IT systems that the business uses to

support their application of:

a. The Guest Cycle

b. Quality Management

d. Present how would you apply quality management system.

e. With your knowledge of theories propose improvements

f. Word count should not be larger than 1500 words (not including hyperlinks or

copy/past of external material)

g. Direct citation in your pages will not count as your words either.

d. Include a Bibliography as well as in text referencing.

Tips

1. Carefully read through the assignment brief.

2. Before starting, structure your WIKI into chapters which will become then subpages

3. Make sure that you use headings and different text boxes-remember what is important and the

message you want to convey

4. Make text interesting and informative.

5. Embed interesting hyperlinks when referring to resources or examples.

6. Include your own documents and pictures, figures etc.

Hand in Guidelines

PRESENTATION OF YOUR ASSIGNMENT

Your WIKI SITE will be structured as per the formal report requirements.

y Main headlines

y Sub headlines

y The WIKI SITE will use correct paragraphing, formal grammar, tenses and spelling.

y The WIKI SITE will be vibrant supported with web-links, pictures, podcasts and videos.

y The WIKI SITE will be submitted on a Black Board

REFERENCING & BIBLIOGRAPHY

y The Harvard Referencing System will be used conventionally to identify all secondary research

y A conventional and complete Bibliography using the Harvard Referencing will be included.

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y It is recommended that for a level 4 module assessment, a minimum of references should include:

o 2 books

o 2 journal articles

o 1 website

y Level 5 & Level 6 modules should represent an increase in the number of references used in

comparison to a level 4 module.

y Please note that you are NOT allowed to include any reference from the Wikipedia website

your assessment may be adversely graded if Wikipedia features in the referencing or

Bibliography.

y Please see the example below for how a Bibliography should be formatted:

Example Bibliography

Books

y Grbich, C. (2007). Qualitative Data Analysis: an introduction. London, Sage Publications Ltd.

y Hart, C. (2005). Doing your Masters Dissertation. London, Sage Publications Ltd.

Journal Articles

y Abdullah, F. (2006). "Measuring Service Quality in higher education: HEdPERF versusSERVPERF." Marketing Intelligence and Planning 24(1): 31-47.

y Bignold, D. (2006). "Schooled and Tooled." Caterer & Hotelkeeper10th August 2006: 23-26.

Websites

"Foundation Degree Facts." Retrieved 05/01/2007, from

http://www.foundationdegree.org.uk/employers/page_23.shtml

WORD COUNT GUIDELINES

y You may go 10% above or below the word count stated in the assessment brief.

o Example: 2500 + 10% = 2750 or 10% = 2250.

y Tutors will mark the word count stated in the assessment brief (plus or minus the 10% aboveor below).

o Example: Tutors will mark to 2750 or 2250 as normal and without penalty.

y Tutors will not continue to mark any work above and beyond the word count in theassessment brief (plus or minus the 10% above or below). You will be penalised based on theremaining work being unread and unmarked. You will not receive feedback or marks for thispart of your work.

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o Example: if you have written 3500 instead of 2500 you will not be marked on theadditional 750 words and it will not be taken into consideration in the grades orfeedback.

The word count does include: The word count doesnt include:

References Tables

Charts

Bibliography

Appendices

Calculations

Title Page & Contents Page

Resubmission of Coursework

In the event that you have been advised that this piece of work needs to be resubmitted, youare to complete the tasks as above and commentary on how you have changed the Wikitaking in to account feedback from your first attempt.

Resubmission date will be advised by your tutor please check for exact date nearer thetime, if this applies to you.

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igure

Pre-arrival

uring thepre-arrival stageguestchoosesahotel. is/ erchoicecanbeaffectedby

many factorssuch :

y Earlierexperiencewith thehotel

y Advertisement

y eference from travel agents, friends, family , businessassociates

y otels location

y eputation

eservation

At thisstageguest makesreservationwhichcouldbeplacedon-line, by travel agent

, byphone ,inperson.

The uest need togo throughbookingprocedure and fill uprequestedquestion

which include :

y Personal detail if isacompany thancompanydetail including telephone

number

y ateofarrival

y Planned lengthofstay

y Special request

y Intendedmethodofpayment

pre- arrival

reservation

arrivaloccupancy

departure

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When the reservation is accepted as requested, the reservation record is created

and guest receive his confirmation.

The pre-registration is also available. The guest folio is created for a guest who have

not yet arrived (assigning a specific room and rate for guests).

Arrival

The guest go to front desk where the detail of his/her reservation is checked . The

guest will be asked to proof his identification and confirmation of the booking. If

there is a walk-in customer he will need to first go through reservation stage before

allocating to room. The check-in process is assist by the computer software Fidelio.

After successful completion process guest is given his room card/key.

Occupancy

The priority at Goring is to build good relationship with their guest which is essential

to encourage repeat visits. According to the facts presented in recent article from

caterer and hotelkeeper the high occupancy rate ei. 75% and repeated occupancy

rate returning of previous guests more than a 100 times. This facts shows that

Goring provide it service right. Good management organization and prediction based

on collected data and reports have an impact by increasing the room sale. Planning ,

forecasting. Implementing are the important tool at Goring .

Departure

Guest need to leave room by certain time. Bill is send to the guest . At the checking

out desk the bill is paid depends of previous credit arrangements (pay by cash,

credit card , or verify direct billing instructions). Guest is offered transport. Guest

leave.

At this stage the guest history record is crated which than is put to guest history file.

Total Q

alit

Maageme

t

Total Quality System was established by W. Edwards Deming. This Management

concept focuses on reducing the errors of service processes to increase customer

satisfaction. This is only possible by making the management chain to co-ordinate

more efficient between departments , modernization of equipment and providing

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training forstaff . According toThe British Standards Institute whodefinedquality

system as all activities through theneedsandexpectationsof thecustomerand the

community, and thegoalsofanorgani ation, aresatisfied in themost efficient and

cost effectivewaybymaximi ing thepotential ofall employees to improve their job

Boaden, 99 . That means that the uality anagement System ismanagement

practice which is customer oriented and is regularly improved in all of theorgani ationareas. ualitymanagement isbasedon threeelements: qualitycontrol,

quality guarantee and quality improvement and is supported by management

functionsofpeople, processesandsystems.

As mentioned before the oring is an independent hotel owned and run by the

oring amily. Thecharacteristicposition in the otel isshown in igure

igure

The oring otel encompassesby theuseof Property anagement System pera

togetherwith the Yield anagement System indelivery thequalityofservice to the

Coorporat

Own

r

George Goring

General Manager

William Cowpe

Controller Frontoffi

eManager

DeskClerk NightAuditor

Maintenana

e RestaurantManager

Cookand Host

Staff

(Wait , Bar , Kit

hen)

HousekeeperManager

Staff

(Maids, Housemen)

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customer. The application of the system is used through the following reservation

systems to increase front-office efficiency, EPOS ,purchasing system recipe costing

systems making F&B management more proficient. This system applies to the

following departments:

y Marketing and Sale

y Accounting

y Night Auditing

y Human Resources

y Security

y Housekeeping

y Maintenance

y Floor Service

The use of PMS at Goring show the interaction between departments which is

demonstrated by the following example Night Auditing

y Night Auditing use information technology system registration record to

reconcile all the business transaction of the hotel including the room

occupancy this means the amount of the guest that will arrive or depart at

any one time . This means they can alert reception if there are a large

number of guests/party (ie. after wedding or conference) to organized

staffing level to facilitate efficient check out or converse housekeeping

where a large party of guests are impending .

y

Another example of the interaction will be between the front desk andFood and Beverage management where large party of guests /VIPs are on

limited occupancy ie. Bed and Breakfast or holiday period. This helps with

both financial and quality control/ staffing stock levels .

This System will only work if the interaction between the departments ensure that the

staff who use the system know that the information that they get is passed on to

relevant department and the staff there know what they have to use it for to help this

process regular monitoring by the Gorings management and regular inter

department meetings are held to update/educate continual quality of service are

provided to customer satisfaction.

Q alit ofSe vi e

In the Hospitality Industry quality is related to custo mer needs. This needs are

their expectation of the service or product that they wi ll experience. When the service

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business meet customer expectation it is mean that the qua lity have been delivered .

The Quality can exist at any level of the service. Quality combine the tangible and

intangible elements.

The tangible/intangible elements of the service quality at the Goring Hotel are the

facilities that the guest have for use (some of them are listed below) :

y 24h room service

y Restaurant and Bar

y Private dining roomy Leaning and mending services

y TV suited room

y Internet access 24h

y Membership to local health club

y Elegance , Luxury, friendly atmosphere , stylish comfort hotel

y And much much more

Use of telephones , television and IP-based System have helped to improved guest

service.

Service quality is measured by what the customer expect against the Goring as

provider which is a 5 AA red star with the whole host of awards which include :

The Independent Hotel of the Year at the 200 Catey Awards

y Top Hotel in London 2005,06,07

y Top Hotel in London- Worlds best service 2007

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y Top 100 Hotels in the world

y Best British Restaurant Award Winning Hotel Restaurant

The quality of service at Goring hotel is measured by a variety of methods including :

y Reliability of service

y Assurance of service

y Responsiveness to customers demands

y Empathy with customer needs

Another methods include :

y Mystery guest

y Hotel Guest feedback

One disadvantage of the above that the knowledge becomes prominent after theguest departure.

One of the methods to collect the feedback from customer is by checking out them

customer is given a form which can be either electronic or manual filled up about

hotel service.

Concl ion

The use of the technology and IT System which are implemented into Manager

System at Goring speed up the information and communication process between the

departments .Therefore enables manager ,department heads and staff generally tobe more efficiently in carry out their duties and benefit customer service . Quality of

service is an continuing ongoing process that is measured through variety of

methods but one of the most important method is the personal touch.

Recommendation

The Technology use in almost each aspect of our life expand rapidly. IT Systems ,

Software are used in most of the businesses. They help to coordinate work and

provide more reliable and efficiency service to the customer. New innovations are

introduce to the market to speed up the work process -time is money .New technology

include hotel technology new generation is the latest type of interface software whichif use by individual hotel businesses will allowed a seamless exchange of data

between the independent hotels . Continual education and training of staff in a new

system is also a paramount recommendation.

Bibliog aph

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Books

Asher, M. (1 6) Managing Quality in the Service Sector, Kogan Page, Londo

Bardi , J.(2007) Hotel Front Office Management. 4th ed. Canada: Willey

Lackwood, A. and Jones, P. (2004) The Management of Hotel Operations. London:Thomson

Medlik, S., Ingram, H. (2000) The Business of Hotels .4th ed. Oxford : Butterworth

Heinemann

Rutherford, G.D. (2002) Hotel Management and Operations . New York :John Wiley

& Sons

Journals

Harmer , J .(2010) All in The Family, Caterer and Hotelkeeper , pp 20 -26 .

Parasuraman, A., V. A. Zeithaml, and L. L. Berry (1 8). SERVQUAL , A multiple

item scale for measuring consumer perceptions of service quality. Journal of

Retailing, Vol. 64 No. 1, pp.12-37.

Websites

http://www.thegoring.com (access at 23 March 2010 )