HOTEL MANAGEMENT SYSTEM
A CASE STUDY OF KUMANA HOTEL-KIRUNDO BURUNDI
CHAPTER ONE 1.0 INTRODUCTION:
With the introduction of new technologies in software, server management , database Systems , and hardware innovation in the past decade, business operation have been improved from vendors who build such products geared towards streamlining many of the time-consuming workflow processes of services and goods dispensing.
1.1 Background of the study
Hotels have been around for a very long time, using various methods of keeping records. Historically, hotels have kept paper records in filing cabinets. However, hotels are much larger now with many customers to keep track of with regard to types of accommodations, whether low budget, luxury, or somewhere in between, as well as smoking or non-smoking preferences. Keeping track of large customer bases and all their attendant details would require an inordinate space for file cabinets, not to mention the time employees would spend going back and forth to file cabinets looking up each client’s information! Kumana is a large new hotel, and requires more sophisticated methods of tracking customers and their preferences, as well as all the details about each customer and the rooms themselves. Kumana is a complex of two towers, offering many differing types of accommodations with the prospect of a large customer base. Kumana has decided to implement a relational database for record-keeping. The general requirements for a new customer are: in order for the customer to make a reservation they need a first and last name, valid address, credit card number, and phone number. They will be informed about the two towers we have, the different room types available, and the prices for each of the room types. Then the customer can make an informed decision in what they want. After the reservation is complete the hotel database will assign a customer ID number to the new customer. But as far as the customer is concerned they are simply given a confirmation number for their reservation, which they present upon arrival. If the customer is a returning guest and wants to make a reservation all their information is already in the database. Therefore, all they need to present is the arrival and departure dates and the room type they want. In return we give them the price and a confirmation number, which again they present upon arrival.
There will be the following actors: customer, employee, and administrator. Each will have a varied level of access to the details of the hotel and reservations made at the hotel. The customer will provide biographical information which will be entered in and alterable by any of the three actors. The main business process focused around the database will be creating reservations for Kumana hotel. After the employee submits the customer’s preferences a query will be done to the database to find a suitable accommodation. As a secondary process we will allow modification of data states by the Administrator (i.e. change which floors are smoking/nonsmoking).
1.2 Problem Statement
The problem of slow paper filing systems with merely accessing the database containing the customer and room entities rather than referencing multiple physical filing systems. The process of querying the hotel for a reservation shall need to be rather timely (less than 20 seconds) to facilitate speedy transactions between the employee and the customer. There are no necessary time constraints on the administrator-specific tasks though integrity of the reservation system will have to remain intact. Though many researchers have discovered and carried research on the same, the researcher feels that a lot has been left wanting. Questions concerning effectiveness of data management, risk averse systems and how to match tomorrows’ technology as it advances every minute have been left half-way answered. It is therefore against such a background that the researcher found a gap in most of the Hotel management systems and is therefore compelled to carry out a study in one of the hotel that is Kumana Hotel-Kirundo Burundi entailing their Hotel Management System, the gaps it has and how they can possibly be corrected.
1.2
Main objective of the study
The major objective of this research is to come up with a Hotel Management System that will be in a position to capture, process, store, analyze, retrieve and manage customer data. 1.2.1 •
Specific objectives
To capture and monitor customer/clients data as far as clients registration, and room reservation is concern.
•
To collect and analyze, update cashier/receptionist with occupied rooms.
•
To monitor and track customer stay
•
To capture and retrieve sales made
1.2.2
General research questions.
How to come up with a Hotel Management System in an institution that will be in a position to capture, process, store, analysis, retrieve and manage customer data and information.
1.2.3 •
Research Specific Questions
How are customer data concerning registration processes captured and monitored in the hotel
•
How are room occupation retrieved and analyzed.
•
How is payments processes captured and monitored.
•
How are customer trucked.
1.3
Scope of the study.
The scope of the study will be divided into geographical scope, content scope and time scope.
1.3.1
Geographical scope
The study will be carried in Kumana Hotel-Kirundo Burundi.
1.3.2 Content scope
The study will concentrate in coming up with the system that will be in a position to capture, analyze and manage customer, hotel rooms in the Kumana Hotel-Kirundo Burundi. The system will have a functional database where customer, rooms, and food prices records will be stored and access right are defined to ensure integrity since for one to access the information, they have to enter their username and password.
1.3.3
Time scope
The study will capture information dating between 2011 to 2012.
1.4 Purpose
•
Information and data are keys to the structure of any organization. This study will show how good quality information management system determines good decision making in any organization.
•
The study will be of great help to the education organization in question and others.
•
It will also be a blueprint to any other researcher in Bugema University or elsewhere who will carry out the same study or a related one.
•
The study will enable people to understand Kumana Hotel-Kirundo Burundi, to know and understand the advantages of hotel management system over the traditional management system.
1.4.1 Limitations of the study •
Most of the respondents in Kumana Hotel-Kirundo Burundi may busy and will not find sufficient time to spare for the study, however the researcher kept checking on them till he got seventy five percent of their responses.
•
Costly in terms of money i.e a lot of money was spent on printing questionnaires, transport, internet cost and airtime.
•
Time consuming in term of movements to and from place of case study.
•
It is carried out amidst other course units implying that less time is spent on other activities.
•
Some respondent's may fear giving information due to issues concerning privacy.
•
Most of the data needed in the literature review may not be available in the local library.
•
Some time subscriptions are needed to get data from the Internet
CHAPTER TWO LITERATURE REVIEW 2.0
INTRODUCTION
This section tries to make attempt of viewing the existing management system and there effectiveness. It also tries to review the existing literature by different research as far as organizational management systems are concerned. The study aimed at improving the efficiency and effectiveness of the management system of the mentioned hotel under study and the researcher acknowledged the fact that information is the key concept of any study. 2.1 Management Information Systems
A management information system (MIS) is a system or process that provides the information necessary to manage an organization effectively. MIS and the information it generates are generally considered essential components of prudent and reasonable business decisions. The importance of maintaining a consistent approach to the development, use, and review of MIS systems within the institution must be an ongoing concern of both company. MIS should have a clearly defined framework of guidelines, policies or practices, standards, and procedures for the organization. These should be followed throughout the institution in the development, maintenance, and use of all MIS. Laudon, K. & Laudon, J. (2010).
MIS is viewed and used at many levels by management. It should be supportive of the institution's longer term strategic goals and objectives. To the other extreme it is also those everyday financial accounting systems that are used to ensure basic control is maintained over financial recordkeeping activities. Laudon, K. & Laudon, J. (2010).
Financial accounting systems and subsystems are just one type of institutional MIS. Financial accounting systems are an important functional element or part of the total MIS structure. However, they are more narrowly focused on the internal balancing of an business's books to the general ledger and other financial accounting subsystems. For example, accrual adjustments,
reconciling and correcting entries used to reconcile the financial systems to the general ledger are not always immediately entered into other MIS systems. Kvale, Steinar.(1996)
Accordingly, although MIS and accounting reconcilement totals for related listings and activities should be similar, they may not necessarily balance. An hotel MIS should be designed to achieve the following goals: • Enhance communication among employees. • Deliver complex material throughout the hotel. • Provide an objective system for recording and aggregating information. • Reduce expenses related to labour-intensive manual activities. • Support the organization's strategic goals and direction. 2.2 Hotel Management System
According to Pant, S., Hsu, C., (1995), A hotel is a hive of numerous operations such as front office, booking and reservation, banquet, finance, HR, inventory, material management, quality management, security, energy management, housekeeping, CRM and more. All these activities take place simultaneously and managing these diverse activities manually can be a difficult process. This led to the introduction of property management systems or hotel ERP (Enterprise Resource Planning) that automates a host of repetitive functions. Integrated, automated software also means management can optimize hotel operations, gather business intelligence and thus keep a tight control on costs. With growing competition in the industry it’s important for a hotel to understand the needs of their guest, for example, things like what gets sold most, what guests demand for most, what food material get used least and results in loss, a good hotel management software, allows hotels to do just that. Hotel Management System is an ideal software solution for Hospitality Industry that can be used at hotels, motels, inns, resorts, lodges, hostel, military guest houses, ranch, suites, apartments, medical centres and bed, breakfast operations.
Hotel Management System is a comprehensive software suite consisting of integrated modules for various aspects of hotel management. The software is often referred to as Property Management System in the Hotel industry. It will includes all the features required in a Hotel Management Software, Hotel Reservation Software, Hotel Reception Software (Front Office), Call Accounting, Hotel Point of Sales (Restaurant, Bar, Room Service, House Keeping or any other outlet), Inventory Management System and Hotel accounting software. Wollner KS. (1999). The lodging software all modules are tightly integrated and all hotel programs are included in one price, meaning all modules are included at no additional cost regardless of your hotel size. Management software is developed for Microsoft Windows operating system using latest software developing techniques. Pant, S., Hsu, C., (1995), 2.3 Database and database management system
A database is a collection of persistent data that is used by the application system of some given enterprise; the term enterprise means any reasonably self contained commercial, scientific, technical or other organization. An enterprise like ministry of defence requires such persistent data. (C.J. Date) Database management system is defined as specialized computer software available from computer venders that is used to create access, control and manage the database. The core of the database management system is often called its database engine. The core of engine responds to specific commands to create database structures and then to create, read, update and delete records in the database. (Jeffrey, Bently, 1998) The database approach is seen as a better option compared to the file based system because of the following advantages it has over the file based approach. 2.4.1 Advantages of database management system Control of Data-dependence
This is achieved by integrating files so that the several copies of the same data are not stored. (Connolly and Begg, 2003) Data Consistency
Elimination/control of redundancy reduces the risk of inconsistency. If data is stored only once in the database, any update to its value has to be performed only once and the value is immediately available to all users (Connolly and Begg, 2003). Data Sharing
Typically files belong to people/debts that use them.
Also, database belongs to the entire
organization and can be shared by all authorized users. (Connolly and Begg, 2003) Improved data integrity
Integrity refers to data validity and consistency of stored data. Integrity expressed in terms of constraints-consistency rules that the database is not allowed to violate. (Connolly and Begg, 2003) Improved Security
Security means protection of the database from unauthorized users. (Jeffrey and Bently, 1998) Enforcement of standards
Integration allows the database administrator to defend and enforce the necessary standards. They include Departmental, Organizational, Country or international standards for such things as data formats to facilitate exchange of data. (Jeffrey and Bently, 1998) Economy of scale
Cost saving results when all organization’s operational data are combined in one database together with the application programs. (Jeffrey and Bently, 1998) Improved data accessibility and responsiveness
As a result of integration, data that crosses departmental boundaries is directly accessible to the end users. This provides a system with potentially much more functionality. (C.J. Date) Increased productivity
The database management system provides many of the standard functions that the programmer would normally have to write in a file based application. Database management system provides all low-level file-handling routines that are typically in application programs. Programmers concentrate more on specific functionalities required by the user without worrying on the lowlevel details. (C.J. Date) Improved maintained data independency
A file-based system, the description of data and the logic of accessing the data are built into each application program making the program dependant on data.
In contrast, the database
management system separates the data description from application thus making application immune to changes in the data description (data independency). (Jeffrey and Bently, 1998)
Increased Concurrency
Many database management systems manage concurrent database access and ensure that if two or more users are allowed to access the same file simultaneously, it is not possible that the access will interfere with each other. (Jane P. Laudon, 2000) Disadvantages of database management system •
More complex and expensive hardware and software
•
A lengthy conversion period may be needed, higher personnel training costs may be incurred, and more sophisticated skills are needed by those responsible for the database system.
•
People may be reluctant to adapt to significant changes in data processing procedures.
Information Systems This is a collection of people, procedures and equipment designed, constructed, operated and maintained to collect, record, process, store, retrieve and display information. The term information system is used in a very general sense both in technical literature and general publications. An information system is a set of interrelated components working together to collect, retrieve, process, and store and distribute information. (Norton, 1998) 2.5 Computer-based information system
Higgins (1976) defines Computer-based information systems (CBIS) as structured systems that rely on computer hardware and software technology to collect, process, and store and distribute information. Information systems are employed to support decision making and control in an organization. Information systems can also be used to analyze problems, visualize complex subjects, and create new products. Input, processing and output are the three activities in an information system that produces the information an organization needs. 2.5.1 Advantages of Computer-Based Information Systems
Compute-based information systems have been in widespread use since the 1990s in industry, non-profit organizations and government agencies. These systems provide fast, centralized access to databases of personnel information, reference reading, best practices and on-the-job training, and are easily customizable to meet an organization's needs. With the Internet and technology boom of the early 21st century, use of computer-based information networks is growing faster each year. Pant, S., Hsu, C., (1995), Data Centrality
Access to data via a computer network information system is central, providing a "one-stop" location to find and access pertinent computer data. Most large-scale businesses and organizations use some sort of central database to manage user information, manage advertisement lists, store product information and keep track of orders. Examples of central database solutions are MySQL, PostgreSQL or Microsoft SQL database solutions, coupled with custom software which provides user interfaces. Laudon, Kenneth C.; Laudon, Jane P. (2009). Information Coverage
Central information systems provide organizations with the advantages of having large amounts of data, covering many different fields, all accessible via a central source. Information coverage is a huge advantage for any organization, because having vast amounts of useful data from every different department streamlines access and increases productivity. For users, having access to a networked information system is analogous to having a digital library of shared knowledge. Recent developments in database information systems link company information access with larger databases of academic and professional research, such as Google Scholar, to provide even more information capability to personnel. Brien, J (1999). Access Efficiency
Efficiency of access is a crucial advantage to networked information systems over more traditional information management systems, such as paper cataloging and filing. Computer based information systems catalog and file documents in a set logical way, making data access very efficient and fast. Data can be manually categorized, and filters created to automatically file documents that match certain patterns. This increases employee productivity time by allowing workers to focus more on the task at hand rather than filing paperwork. Trochim, William, M.K. (2002)" Extensibility
Computer-based information systems are completely extensible and customizable to an organization's needs. Upon installation, customized computer information systems use configuration files that are tailor-made to an organization's needs to file and categorize data. Computer software engineers frequently design custom database interfaces and information storage/recovery systems for enterprise clients. As a company grows, modifications and additions to this filing configuration allow easy extensibility. Computer information systems are not limited in scale or possibility. They are uniquely designed for maximum organizational benefit for each customer. Trochim, William, M.K. (2002)"
CHAPTER III METHODOLOGY 3.0
Introductions
This is the chapter in which the research study describes the structure of the study In-depth, the methodology explains the research design and pace of study sample selection, better collection research design instruments, sampling techniques , data analysis and interview schedules among others. 3.1
Research design
The research will be gender focused, information will be obtained from both men and women at the hospital. The researcher will use a close selection study design which will investigate opinions and attitudes on customer, manager, cashiers and receptionist of the business in question concerning their patient information management system. It will be both quantitative and qualitative; this is because a lot of wording (qualitative approach) and figures (quantitative approach) will be used throughout the study. 3.2
Area and population of the study.
The study will be carried in KUMANA HOTEL-KIRUNDO BURUNDI. This was selected basing on the fact that it is an international hotel and also it is located within the Kirundo town and therefore expected to have challenges with management clients information on it day to day operation. 3.3
Sample selection and purposive
Simple random sampling will be used to select the target population. For the case of the staff, 10 receptionist , 10 cashier, 2 managers will be used to present the entire staff while for the case of the customer/clients 30 clients will be used to represent the entire customer population. Approaches
Selections
Type of sample and Method of selections sample size
Quantitative
Sample, random 1 male senior manager Structured interviews sampling purposive
and 1
female
senior
manager 4 Female receptionist 4 Male receptionist 10 Male customer 10 Female customer
Qualitative
Sample sampling
32 respondents random 3 Female cashier
2 senior cashier
Interviews/ Questionnaires
1 male receptionist 1 female receptionist 5 female customer 5 male customer Purposive
Purposive
21 respondents 2 cashier
Focus group discussion
sampling Total
3.4
52 respondents
Data analysis
Qualitative and Quantitative analysis techniques or processes will employed. 3.4.1
Qualitative data analysis
The data will continuously analyzed during data collection, matters first identified, written in margin and later assembled together for a collective decision from the researcher. 3.4.2
Quantitative data analysis
The data will be edited before leaving the respondents. The researcher will check for uniformity, occupancy, consistency, legibility and comprehensiveness. Where applicable, data will be assembled and put into a tabular and graphical form or otherwise. This will reduces data from detailed to a summarized form.
3.5
Methodology
3.5.1 Instrument for data collection
Data will be collected using both structured and unstructured instruments and self administered questions which will largely be semi-structured, the use of personal interviews, questionnaire focus group discussion to verify relevant aspects physically where open and closed-ended question, these methods will be good enough to collect rich and detailed information about the hotel management system. For quality control, respondents will be assured of confidentiality during interviews to enable appropriate responses. They will be informed that their personal responses and objectivity will only be necessary for accomplishing the study.
3.5.2
Questionnaires
A questionnaire is a series of questions asked to individuals to obtain statistically useful information about a given topic. When properly constructed and responsibly administered, questionnaires become a vital instrument by which statements can be made about specific groups of people or entire population. Questionnaires will be used to collect a wide range of information from a large number of individuals, often referred to as respondents. The procedure of the questionnaire will include both open and close-ended questions. For close-ended questionnaires, respondent answers were limited to a fixed set of responses, that is, the respondents answered with a “yes” o r “no”. For open ended questionnaire, no option or preferred categories will be suggested. The respondents will supplied their own answers without being constrained by a fixed set of responses. Questionnaire as an instrument for data collection will concentrated on cashier, receptionist, customer/clients and manager, it focused on how Kumana Hotel-Kirundo Burundi, how clients are registered, how room are allocated to the customer, how the payment process is conducted, and how results/data is monitored and displayed.
3.5.3
Interviews
Interview is a conversation with a specific purpose. Interviews are normally between two or more people (the interviewer and the interviewees) where questions are asked by the interviewer to obtain information from the interviewee. Kvale, Steinar(1996) The researcher therefore will also administer interviews with each of the selected respondents. The interviews are administered so as to obtain information that cannot be obtained by the use of questionnaires. They will be of great importance to capture items and fill in some gaps, which the questionnaire may not be in a position to. Interviews provide first hand information and the question of business can only best be solved through the use of interviews.
3.5.4
Focus group discussions
Where the above mentioned instruments will not be effective, the researcher will use focus group discussions, this will be carried out when for example customer and receptionist who may not have clear information of the subject in the question. The researcher therefore will be in a position to gather together the respondents and engage them in a sort of discussion or brain storming session. This will be important because it will give the researcher an opportunity to come up with different opinions from different respondents and together, analyzes them hence coming up with best alternative.
Budget Estimated financial budget Items Typing and printing Binding Transport Consultation Communication charges Accommodation Total
Activities /task
Amount. 150,000 30,000 150,000 40,000 30,000 200,000 600,000 Ughs
week
week week week week week week week week week
1
2
3
4
5
6
7
8
9
Preparing For Data Collection Data Collection Meeting Supervisor Presentation
REFERENCE
Brien, J (1999). Management Information Systems – Managing Information Technology in the Internetworked Enterprise. Boston: Irwin McGraw-Hill.
10
Laudon, Kenneth C.; Laudon, Jane P. (2009). Management Information Systems: Managing the Digital Firm (11 ed.). Prentice Hall/CourseSmart. p. 164. Transaction processing systems (TPS) collect and record the routine transactions of an organization. Examples of such systems are sales order entry, hotel reservations, payroll, employee record keeping, and shipping. Pant, S., Hsu, C., (1995), Strategic Information Systems Planning: A Review, Information Resources Management Association International Conference, May 21–24, Atlanta. Laudon, K. & Laudon, J. (2010). Management information systems: Managing the digital firm. (11th ed.). Upper Saddle River, NJ: Pearson Prentice Hall. Wollner KS. (1999). How to Draft and Interpret Insurance Policies. Casualty Risk Publishing Porter K. (2007). The Legal Environment of Insurance, Office of Chief Government Statistician (2008), ‘’ Zanzibar Socio-economic Survey’’ Zanzibar Ministry of Trade (1987), ‘’Trade policy’’, Revolutionary Government of Zanzibar. Zanzibar Tourism Commission (1994),” Zanzibar Tourism Policy”, Zanzibar Zanzibar Revolutionary Government (2004), “ Zanzibar Investment Policy”, Zanzibar United Nations, Commission of the European Communities, International Monetary Fund, Organization for Economic Co-operation and Development, and World Bank (1993), “System of National Accounts”, New York, Brussels, Luxembourg, Paris and Washington, DC. United Nations, World Tourism Organization, Commission of the European Communities, Organization for Economic Co-operation and Development (2001),“Tourism Satellite Account: Recommended Methodological Framework ”, New York, Madrid, Luxembourg and Paris.
United Nations (2003), “ Indicators for Monitoring the Millennium Development Goals: Definitions Rationale Concepts and Sources”, New York Groat, Linda & Wang, David. Architectural Research Methods, John Wiley & Sons, Inc Hollowitz, J. & Wilson, C.E. “Structured Interviewing in Volunteer Selection”. Journal of Applied Communication Research, 21, 41-52, 1993 Kvale, Steinar.(1996) Interviews: An Introduction to Qualitative Research Interviewing , Sage Publications, McNamara, Carter, PhD. General Guidelines for Conducting Interviews [1], Minnesota, 1999 Pawlas, G.E. “The Structured Interview: Three Dozen Questions to Ask Prospective Teachers”, NASSP Bulletin, 79, 62-65, 1995 Trochim, William, M.K. (2002)"Types of Surveys", Research Methods Knowledge Base, 2002 Watts, G.E. “Effective Strategies in Selecting Quality Faculty”, International Conference for Community College Chairs, Deans, & Other Instructional Leaders
