Chapter 2

The Information System Manager

The ideal system manager has the curiosity of a cat, the persistence of a research scientist, and the energy of an Olympic athlete.

---- Judith Frank

What type of system will you manage?

As a property level information system manager, you may manage the following 3 types of computer systems:

OStand-alone personal computer (PC)ONetwork (LAN, WAN, WiLAN)OMulti-user system

O i.e. Fidelio

Who should manage the information system?

O Patience and good communication skills O Effectively train peopleO Hands-on experience operating a hospitality

computer system O A good working knowledge of hospitality

operations O No need to know a programming language or

have a mainframe computing background.

What are the responsibilities of an information system manager?

O Understanding how the information system’s hardware and software function.

O Configuring the information system for optimal performance.

O Evaluating system performance.O Training system users.O Guarding and preserving the system.O Maintaining a system library.O Building the information plan

Understanding how the information system’s hardware and software function

O HARDWARE—physical O SOFTWARE - programs

O Users Manual from Vendors – OperaO Technology Shows, AssociationsO Journals, Magazines

Understanding how the information system’s hardware and software function

What is the information system focus?

O At the lowest level, the Information System (IS) focus is on providing the necessary services at a minimum cost.

O At the highest level, information technology is used to redesign major business processes and to create new products and services. IS function should be viewed as an integral part of the business.

Think

It should be….

Everybody’s focus

Interview

Paul ManleyDirector of Loyalty MarketingCendant Corporation

30 years experienceHotels, Cruise Ships, Vendors,

Consultants

Interview (cont.)

OMost important skills to have:O 1. Big picture- Understand industry

driversO2. Content- Deliver tangible

results based on your roleO3. Learning- Be able to absorb

new informationO4. People Skills- Be able to

develop long term relationships

Interview (cont.)

O Advice:

Learn about both the hospitality businessand information technology.

ITO Information Technology (IT) is no

longer just one department.O Now, everyone in the organization is

responsible for IT.O Departmental Managers purchase or

play a critical role in the purchasing of IT systems.

Welcome to the World of IT

O Fast changingO Increasing guest technological

demandsO Increasing competitionO Labor issues

IT is the Entire Organization

ManagementInformation Technology

Information Technology

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Managing Your CareerO Good choice-hospitality and tourism

are among the largest and fastest growing industries.

O IT opens up career options.O Do a S.W.O.T. analysis.

Decisions, Decisions, Decisions

O Technology career path:O 1. IT Managerial

Combines business and technology

O 2. IT TechnicalTechnology-focused

O 3. Non Managerial ITIT is still critical!

The three roles IS management can play in an organization

O Reactive, in which the information system manager passively responds to ad hoc demands and continual cost-reduction pressures.O acting in return

O Proactive, in which the information system manager directs projects focused on improving business operations. O taking action in advance

O Coordinative, in which the information system manager focuses on the integration of business requirements and technology.

Characteristics of a well-managed system

O Accurate, relevant data that is easily accessible.

O Necessary resources to carry out tasks in the most efficient and effective manner.

O Properly protected and maintained.O Computer downtime O System utilization and acceptance O Well-defined information plan

Are you ready to be a qualified information system manager?

Keep learning the following chapters!