Role of IT in Hospitality and Tourism

Presented by :Prabhjot Singh (10-DM-099)Prateek Mittal (10-DM-106)Puneet Mehta (10-DM-109)Rajat Udainiya (10-DM-117)

Rajath. R.S (10-DM-118)A.Archana (10-DM-185)

Sanjoli Madan (10-IB-051)

• Web based IS for Tourist Resorts

• IT in Hospitality Management

• IT in Tourism

WEB BASED INFORMATION SYSTEM FOR TOURIST RESORTS

IT and IS in Tourist Resorts

Why IT ?• Tourists have problems to find what they are

looking for, especially in reference to the geographic position of the object and its surroundings.

• In most cases, it is not satisfying to find a nice hotel without a reference to restaurants, sights or event locations located nearby.

How is IT implemented?• The tourist industry is now using GIS in many

applications: interactive web-based maps, information kiosks, 3D hiking trail maps, analysis of current and potential customers, line of site analysis for new attractions and scenic bus routes, and much more.

IT and IS in Tourist Resorts

Who uses IT in this sector?

There are two categories for the use of a GIS system in tourism:

1) User 2) Business/Management

IT and IS in Tourist Resorts

Role of IT play in Hospitality Management

• Case 1 :Sheraton University City Hotel Improves Guest Experience and Revenue Through Innovative Use of Technology

• Case 2 : Hard Rock Handles Increased E-Mail and Call Volume Without Adding Staff by Using CRM

IT in the field of Hospitality

Sheraton University City Hotel - Philadelphia

Source:-http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000001776

BUSINESS NEEDS :• Enhance the amenities that is offered to business and leisure travelers• Increase customer satisfaction by improving the technology resources

available in each room• Sheraton needed a comprehensive and reliable solution to provide the

tools and resources that customers were using in their homes and offices, including computers, familiar software, and fast Internet connections.

SOLUTION : • eRoomsuite solution which delivers communication services, on-demand

entertainment• Business productivity software through thin-client terminals installed in

customer rooms

• In early 2006, the hotel installed the eRoomsuite solution in 200 customer rooms and then upgraded rest of the rooms by the end of 2008

• They installed a thin-client device with a 17-inch flat-panel LCD monitor, stereo speakers, keyboard, and mouse in each room. Using this, Hotel customers could connect through the SuiteLinq portal to the Internet, Microsoft Office programs, and entertainment content.

• Sheraton delivered customized hotel and local information through the portal to its guests.

• Most user-interface components are delivered as Web-based applications, which allow features to be changed quickly and easily.

Implementation

• Increased customer satisfaction and loyalty

• Increased Revenue and Return on Investment

• The hotel had a U.S.$70,000 increase in revenue from premium services in the first year of implementation

• More Interaction with Customers

• Sheraton is able to respond more quickly to guest needs using instant messaging

Benefits

Hard Rock International

Source:- http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000006135

Business Needs• Group’s e-commerce operations and “All-access” loyalty rewards program,

it generates an yearly queries numbering 56000 for the company’s customer care team.

• 95% through e-mails.

• 5% through toll free phone number.

• Expected rate of increase 55 annually.

Solution• To equip its Customer Care Team with the tools needed to handle a

growing workload, HRI tapped Tribridge to help design and implement a solution based on CRM.

• They connected CRM to their customer database that houses loyalty program information and user names and passwords for the Web site. By linking these systems together, the company provides the Customer Care Team with quick access to relevant information in a central place.

• Created e-mail message templates and workflows that make routine tasks much more efficient for Customer Care representatives. Now, when a customer fills out an online form or sends an e-mail message, the correspondence is automatically categorized according to the type of venue, location, and particular issue.

• The Customer Care Team uses CRM to track all the correspondence and actions taken to resolve a case, enabling the company to measure its performance against service goals, something the group was unable to do previously.

Benefits

Greater Employee Efficiency

Improved Quality-of-Service Controls

Reliable, Familiar Technology

IT in Tours and Travels

• IT is used extensively as a tool in tourism• Some of its various uses are – Search for

destinations, travel availability, e-booking, customised tour packages (dynamic packaging), virtual tours.

• It is also a boon for the service providers – Customer data management and relation building, Online presence and advertising

CASE STUDY for IT in Tourism

Metro Goldwyn Mayer ( MGM ) adopts IT to create a virtual studio for fans

Source : https://www.microsoft.com/CaseStudies/Case_Study_Detail.aspx?casestudyid=4000005102

MGM – Virtual Online Tour • To give fans the ultimate preview of its Stargate

Universe television series, Metro-Goldwyn-Mayer (MGM) worked with Microsoft to create a three-dimensional virtual tour of the show’s set. The team used Microsoft® Photosynth™ to stitch together hundreds of digital images of the set and then embedded the synths in a rich Internet application built on Microsoft Silverlight™. Now, visitors to the Stargate Web site can virtually explore every corner of the 1,000-year-old spaceship Destiny, the backdrop for the upcoming series.

• Needs – To create a one-of-a kind experience for users and give them a preview of the “Real Thing” sitting at home

MGM – Virtual Online Tour

Benefits reaped by implementing IT solutions :1. MGM’s Web visitors can explore the world of the new Stargate television series2. Strengthens Connection with Fans and Expands Audience Reach3. Enhances Ability to Attract Advertisers4. Enormous increase in popularity for the MGM brand name

MGM – Virtual Online Tour

• “This experience is going to offer Stargate fans just what they want to see in just the kind of detail that they like. It’s a unique opportunity for people to walk around the ship, virtually, on their computer—it’s phenomenal ”

• “Page views on the site have increased 288 percent in the first month since the launch. We know that this is the most highly anticipated ship in the history of television, and fans of all types have been clamoring all over the Web to see it”

- Thomas Hughes, Vice President of Worldwide Digital Media, MGM Studios

MGM – Virtual Online Tour

Research Report

• Travelers turning to Internet above all other resources

Source : http://advertising.microsoft.com/asia/LearningCenter/ResearchLibrary.aspx?pageid=2588&Adv_ResearchReportID=451

Numbers !!!• Online travel purchases are taking off in the Asia Pacific region.

Sales in the region totaled US$15.9 billion in 2005, and forecasted a 61% growth between 2005 and 2007. Sales are projected to reach US$26 billion by 2007.

• To get more insights into the growth of online travel sales, Microsoft Advertising recently conducted an Online Travel Survey how they plan their travel and the role online media has in travel planning.. A study of 6,736 respondents showed - Internet prefered over travel books, agents and traditional media

Source : https://www.microsoft.com/CaseStudies/Case_Study_Detail.aspx?casestudyid=4000005102

Numbers contd…

• The study confirms the Internet as an indispensable source for travellers. The majority of respondents (85%) reported using the Internet for planning or researching travel, much higher than traditional travel sources, such as printed travel brochures (51%), guide books (50%) and travel agents (48%). Traditional media such as newspapers, magazines and TV fall even further down the list.

• More importantly, half of the travellers surveyed regard the Internet as their most important source. Travel agents ranked a distant second at just 13%.

Source : https://www.microsoft.com/CaseStudies/Case_Study_Detail.aspx?casestudyid=4000005102

What the numbers say…

• A vast majority of the people have started using internet as their primary source of information as well as decision making tool

• Customisable dynamic holiday packages are increasing in popularity, and most of these bookings are done over the internet

• The number of online check-ins for airlines and hotels have gone up significantly

References• GIS DESIGN AND APPLICATION FOR TOURISM T. Turk, M. U. Gumusay Yildiz Technical

University (YTU), Department of Geodesy and Photogrammetry Engineering, 34349- Besiktas,Istanbul, Turkey - tturk,gumusay@yildiz.edu.tr

• WEB BASED INFORMATION SYSTEM FOR TOURISM RESORTS;A CASE STUDY FOR SIDE/ MANAVGAT E. Duran a, *, D. Z. eker b , M. Shrestha c a Ark Proje Limited Co. Sehit Asim Cad. Selkan Apt. 2/3 Besiktas stanbul, Turkey - eduran@arkproje.com

• MANAGEMENT AND PROMOTION OF TOURISM IN GHANA: A GIS APPROACH Daniel Longmatey, Samuel Amoako-Atta, and Benjamin K. Prah

• Introducing –CTO~ MIST Marketing & Management Information System for Tourism by Gale Clark.

• Microsoft – Case studies and research analysis journals ( Case study No – 4000006135, 1776, 5102)

• Wikipedia• Marketing Master Mind – Aug 2010 Edition• http://eprints.bournemouth.ac.uk/12149/2/1Rob_Law,_1Rosanna_Leung,_and_2Dimitrios_B

uhalis_Publications_from_2005_to_2007_paper_JTTM.pdf• http://htmagazine.com/ME2/dirmod.asp?sid=8D86DF469BD74C098382D9532C904D8E&nm

=&type=MultiPublishing&mod=PublishingTitles&mid=3E19674330734FF1BBDA3D67B50C82F1&tier=3&TierId=0DCC98F0186D480A8C4F0E3B8913F1E2

• http://www.cihan.org/publications/HT%20WebStudy_2007.pdf

That’s all Folks