CHAPTER 1 1.

0 Introduction

Today, most of the businesses are using modern technology for them to render good services and as well as to make their business progressive. Modern technology has a lot of differences from an old and traditional system. Through the use of technology it makes people life easy; it helps us to lessen our time and efforts unlike using a manual system. That is why this project is intended to the group to develop a system which we are going to propose in a certain company. Since now, people were always looking for a good service whenever they go, look for the most convenient and comfortable place where they can relax, to take rest , and or even to take as a venue for their events. In this kind of situation Hotel has the great involvement since it is one of the places where people go. The hotel does not only offer rooms but they have also offered different services to their guest such as foods, spa, and etc. The service always depends with the guest on how they demand it and in return the hotel could ask to their guest a response about the services they experienced in a hotel.

The Hotel Management System is divided into different subsystem which offers and rendered different services. One of those subsystems that have been tackled in this study is the Guest Response Management System. It deals with the guest to owner interaction regarding with the services offered by the company. The guest has the right and privilege to comment and to voice out all his experiences in one hotel during his stayed.

Since people has their own taste and satisfaction whatever they experienced they could express their opinion and comments and that could be refer as a guest response. In a hotel, guest response must give an attention by the management because it is the stepping stone for them to evaluate what particular services or any concerns with their hotel that is wanted or unwanted by the customer. The Guest Response Management System covers on how the

management collect responses from the guest regarding with the service they offered and all other concern of their guest, how they react to every comment and on how they response to take action for every situation encountered by the Guest Response Management.

1.1 Project Overview

The guest response management system starts every after the guest of the hotel have been experienced the serviced offered by the hotel during his stayed. Before the guest leaving the hotel after check-in, he/she would leave first his comment regarding with his experiences to the overall serviced given by the hotel. It can be a positive or negative, the guest has the right to voiced out what he wants to say about the serviced of the hotel. The guest must be the priority of the hotel because they are bringing profit to them. Without the guest hotel is useless. And that comment leaved by the guest would be the basis of the hotel management for them to improved and to give much better services for their guest. The guest response management system will also cover all the transaction concern with the guest inside the hotel. It includes guest complaints regards with the services of the hotel such as problem in rooms, food and other services offered by the hotel. All complaints of the guest will directly report to the guest response management coming from the front office. Then the guest response management will turnover reports to the designated subsystem that has the responsibility to take action with the guest complaint. The additional features of this system are the integration between the other subsystems in every transaction concern with the guest. Any concern of the guest such as survey, complaints, request, and any form of problem concern with the guest inside the hotel will address to the guest response management system.

1.2 The Problem Domain

The hotel guest response management system is said to be the stepping stone for the hotel management for them to evaluate if their serviced offered met the satisfaction needed by their guest. But, isnt the company could successfully get responses from their guest? How they could evaluate the hotel services if they could not met a hundred percent of responses coming from their guest? Since guest has right and prerogative to refuse any request from the management of the hotel such as survey they will not be forced to fill up or answer it. It depends to the guest willingness to leave comment or not. Even though that survey is important to the hotel for their basis to monitor what is the status of the guest services and what particular services need to be improve.

1.2.1 Statement of the Problem (It should be a bullet type format)

How does the system interact with the other subsystem? The process of every transaction with the other subsystem. How does the system track responses for the guest request or complaints? Through the interaction between the other

subsystems, receiving and sending reports. How does the system will track records of survey, guest complaints and request? Through daily reports it could trace the number of records.

1.3 Objectives of the Project (It should be based on the Statement of the Problem by bullet type and based on the following:

a. Current relevant institutional gaps b. Improvements/enhancements to the current running systems; and c. Requests by users/clientele for systems development initiative)

To develop and design a system that will handle transaction between the interaction with the other subsystem To develop a system that will track guest responses including survey, guest complaints and requests. To design a system that will track reports for the record of the hotel

1.4 Significance and Scope of the Project (It should be a bullet type format when it comes to scope)

The significance of this study is to enhance and develop more the knowledge of every researcher, to understand well the flow and every single transaction of the system, and to be able to make a unique project.

The scope of the project covers all the transactions concern with the guest including survey for the feedback of the guest to the hotel services, guest complaints and requests.

1.5 Documentation of Existence and Seriousness of the Problem

1.5.1 Documentation of current system/s

The current guest response system that are using today by most of the hotel is manual. This is through giving a feedback form to be fill-up and answer by the guest and after answering the guest it will be drop down to the front desk.

1.5.2 Problem/s identified with the existing systems

The existing guest response management system is not accurately effective for the hotel because there are always have a tendency of lack of response coming from the guest. It is because of having too long content of the guest feedback form. The problem may be encountered by the existing guest response management system today are they could not get the maximum responses or feedback coming from their guest so that they have no basis for the evaluation of their services.

1.5.3 Process models of existing systems contributing to the problem

Guest

Front Office

Assist Guest

Check out

Assign Room

Ask Survey

Front Office

Check In

Guest

1.4.4 Data models of these existing systems \\

GUEST -First Name -Last Name -Address -Contacts -Email Add.

FRONT OFFICE -Guest Information -Guest Complaint -Guest Survey -Guest Request -Guest Assist

EMPLOYEE -User ID -Password -First Name -Last Name

ROOM -Room ID -Name -Room No. -Contact No. -Assistant

BILLING -Invoice ID -Guest ID -Amount Due -Amount Paid -Date Paid

SURVEY -Guest ID -Guest Respond -Guest Feedback -Date

1.5.5 Data (or any form of statistics) that may be relevant to prove existence and seriousness of the identified problems

Most of the hotel guest reviews in their guest response management system are using manual process. This is the process of giving survey form to the guest in order to fill up and answers several questions regards with the services they have been experienced in the hotel during their stayed.

1.6 Review of Existing Alternatives (This part should be able to present the following in not more than 600 words) Most of the existing guest response management system used by the hotel was a manual process and its only focused on conducting survey with their guest.

1.6.1 Description of how users/clientele currently cope with the problem.

The hotel management is using form for the guest to fill-up and then put in to the drop box near to the front desk of the hotel. This is the process of their guest response management system to get the comments of the guest after experienced the services offered by the hotel. The form has included check box for the guests choice to rate the hotel services if good, very good or excellent or even not good for the food, room and amenities. The guest must be the priority of the hotel because they bringing profit and their comment will be the basis to develop into a much better services of the hotel.

1.6.2 Assess the best available resources for addressing the problem. As of now the businesses are dealing to modern technology using computer and system software to secure the collected data and to lessen time instead of using manual system. So we recommend computerized guest response management system to secure the collected data and lessen time from the guest comments through asking directly of front desk personnel. And the front desk personnel will be input the data came from guest using computerized guest response management system.

1.6.3 Describe how you propose to take advantage of existing and current best practices in your project.

We will encourage the hotel management to use our computerized guest response management system, because it will lessen time and effort for guest and also secure the comments that needed to improve the hotel services. Unlike manual system it will consume lot of time for the guest through read and fill-up the form and then put it in the drop box. It can be a hassle for the guest that cause of by passed the manual system. To prevent this matter we will recommend our computerized guest response management system to immediately get the comments for the services of the hotel if good, very good or excellent or even not good. Through asking directly of the front desk personnel to the guest

experienced and what is comment for the services of the hotel. By the help of computerized system the personnel will just check the box button for the guest comment and save the data, it will appear to the database for the monitoring the comments. That will be the basis to find out what will be the action and which part need to improve the hotel management system.