It is nothing without the people and information making the “computer-based tools work with or help the information and information-processing needs of an organization” (14). It is used to deal with computers involving software and hardware. It is the process of restoring, retrieving, studying and transmitting data. It made it easier and quicker for the people to get information and communicate with others, but it influenced them in many ways as their behavior and hacking. Information technology provides people with the tools to work with, store, change and share the information that they are
The website should be adapted to iphone and android versions, with using flash or without. Social media resources should be updated constantly with pictures, information about special offers and sometimes pictures of the team handling all this. The way hotels communicate with new customers defines their loyalty. Reservations and check in/out system As we mentioned earlier digitally native generation seeks for convenience everywhere and everyday. Reservation tool must converse with them, convey online and intelligently by means of email and messaging as well as adjust to the cell phones, recall the guests past stays, consequently taking into account known inclinations, provide advices, useful information about restaurants and entertainment in the neighborhood.
Every guest that walks into the hotel has its own level of expectation that the hotel need to reach. If customer satisfaction levels are low, there will be very little loyalty. However, customer satisfaction levels can be quite high without a corresponding level of loyalty. Moreover marketplace. The marketplace is a key factor in the development of loyalty.
In the unique service delivery process, customers are also taken into consideration for new role. Hotels upgrading their flow of work process with adopting technology, like automated services for front and back office. Because of the process innovation there is improvement in the efficiency in the delivery of services to the customer. Logistics Innovation: The information flow in the organization is now getting much quicker. Due to busy schedule of guest, hotelier is providing complete information in the internet so that it will be easier for them to book a suite from a single window.
Information Technology is help to do these activities if it is use in effective or systematic way. There are main 5 reasons to fail use of information technology in big companies. Lack of user input Input should be accurate and uniform in order to take accurate output. But there is no enough users input to use because most of employees are not aware about the IT practices. So it is hard to change the manual system in to Computer system.
For example, customers when they book hotel stay they can be given the option of personalising their stay through various options like choice of welcome drink, temperature in the room and television facilities in the room. Once the customer has entered these data in the database of the hotel, hotels can create personalised experiences for the customers, making their stay memorable and unforgettable in the true sense. This is an important manner in which hotels can connect with their customers, because personalised experiences are something that helps companies to retain and expand their customer
Excellent communication skills improve guest service and it conveys that you are listening to your guest and valued them. Good communication skills will impress guests which will increase hotel business. Communication is not only important to communicate with guests but also in internal communication. Communication between staff members is important. Some employees are facing problem in communication due to poor command on English language.
Accounting information system has many functions in management and the importance. The most important is with wide-spread automatization can relate to accounting work processing. Accounting software packages have many software programs for supporting book-keeping, reporting, recording economic events or processing. Accounting software packages can support the activity of the enterprise for to update and integrated information system. Besides, the definition of accounting is as a system at the micro level that have process, procedure, rule and activities of an information system that need follow by the success of the enterprise to achieve the goals.
Front office department is always communicating with the guests, like check-in, check-out, provide information to the guest, inform housekeeping and F&B department and so on. Therefore, effectively communicate in the hotel is one of the major element lead to guest satisfaction. Thus, the following hypotheses are proposed: H5: There is a significant relationship between the dimension empathy of service quality and customer
5.4Self service technology i) Increase guest empowerment The self service technology (SST) that have been applied in the hotels enable the guest empowerment in the hotels. The guest who stayed at the hotel will feel at their own home. For example the guest are able to control the room system. This system will attract the guest to stayed at the hotels next time because of the empowerment given ii) Reduce cost operation The self service also will reduce hotel cost operation. The digital signage technology improves on existing processes and showcases new ways to accomplish tasks and machines are able to produce the same not more depend on human only.