Case Study Hotel Management System

1. 2. 3. 4. 5. 6. 7. Introduction to the Process Details of the Process Steps Problems with a Manual Process Proposed System for Computerization Reports Required Checks and Validations Important Instructions

1. Introduction to the Process Hill View is a four star hotel having 200 rooms. There are 5 floors with 40 rooms on each floor. The room numbers are such that the first digit signifies the floor number and next two digits signify the room number on that floor. Rooms are classified as follows: Ordinary - having T.V. only Semi-deluxe - having T.V. and Air-cooler Deluxe - having T.V. and A/C In each of the above classes, there are three single bedrooms and rest are double bedrooms. Charges for these rooms are as described below: Ordinary - Rs. 300/- per day Semi-deluxe - Rs. 500/- per day Deluxe - Rs. 1000/- per day Booking of rooms is done on a walk-in basis. These bookings are done by the reception clerk. The activities performed by the reception desk are: Maintenance of Room Status Booking the room for customers Producing the bills at the time of customers departure Preparation of the reports regarding Collection on monthly basis Room Status Details of the Process Steps 2. Details of the Process Steps 2.1 Maintenance Of Room Status Reception clerk maintains a register called room register. In this register he keeps track of: Details of existing rooms All the rooms that are under repair. Rooms that have been upgraded New rooms that have been added 2.2 Repair Of Rooms

If a room needs some repair then the supervisor sends a requisition slip to the reception clerk, to inform him not to book that room to any customer till it is repaired. A sample of this requisition slip is illustrated in Fig.2. The reception clerk updates his room register, and makes an entry in room status column of the room register. When room repair ys complete, the supervisor notifies the reception clerk through the requisition slip. Reception clerk updates his room register. Format of room register is illustrated below( Fig 1): ROOM REGISTER S.NO . ROOM NO. FLOOR NO. TYPE RENT ROOM STATUS

[Fig.1] 2.3 Upgradation Of Rooms Rooms are sometimes upgraded from present category to another category. The management notifies the supervisor on the need to upgrade room. The supervisor sends a requisition slip to reception clerk informing him that a room is under upgradation and not available for booking. The reception clerk notes this in the room status column of room register. After up-gradation, the supervisor again sends requisition slip to reception clerk, notifying the upgraded category of the room.. The reception clerk makes appropriate changes in the room register. Now he is allowed to book that room. 2.4 Addition Of New Rooms Sometimes rooms are constructed for a general purpose and then converted for the used as guests rooms e.g. a store room could be converted into semi-deluxe room. The supervisor sends a requisition slip to the reception clerk informing him that a new room has been added and he can also book that room. Format of the requisition slip is given below (fig 2): Hill View Dated: __/__/__ This is to inform you for necessary action at your end that room number ____at floor number

______ is added/ gone under repair/ upgraded. It is _________ type. Supervisor

[Fig. 2] 2.5 Room Booking Reception clerk books the room for the customers as they come to the hotel. This booking of the room is done on the basis of availability of the room and customers preference. If the room is available, reception clerk enters customers details and room number in the booking register, which is shown in Fig. 3. He also makes an entry in room status column of room register against the room number stating that now the room is booked and cannot be allotted to any other customer. He has the authority to change the room of the customer, if some V.V.I.P. turns up or on the request of customer himself. He can also strike off the details from the register, if the customer is not satisfied by the room and environment or he changes his mind after booking. Then he again mentions the status of room as vacant in room register. BOOKING REGISTER
S.No. Customer Name Address Room No. Floor No. Room Type Tariff Nationality No. Of Persons Coming From Forwarding Address Proposed Days Of Stay Advance Payment Check in Date Check out Date Total Amount Collected Signature Of Customer

[Fig. 3] The reception clerk enters relevant information in this register when a guest checks in. 2.5 Bill Generation He generates the bill at the time of customers departure (format of the bill is given in Fig.4) and updates his booking and room registers.

2.6 Preparation Of Reports He has to generate monthly collection report for supplying statistical information to the management. This shows the details of the amount collected from the customers billing. This report helps in generation of the balance sheet of the hotel. The format of the report is shown in Fig.6. 3 Problems with the Manual Process Problems regarding physical system are:

The biggest problem of the existing system is that the operations are time consuming. Any mistake in up-dation of document leads to an embarrassing situation. If by an oversight the reception clerk does not mention the availability of room in his register, his register will show that room as occupied, although it is unoccupied. Management cant get information on the occupancy pattern of previous months and years. If this data is available, they can estimate customer turn-out in the forthcoming months and can decide on an operations strategy.

4 Proposed System For Computerization Due to various problems in maintaining present system, management of Hill View has decided to go-in for a computerization in which the following reports are needed. 5. Reports Needed The format of the various reports, which are required by management and for billing are described below: 5.1 Bill Bills are generated at the time of customers departure. Reception clerk updates his booking register. He also mentions in the room status column of room register that a room is now free. He also mentions total amount collected in booking register. BILL HILL VIEW 5, Lakar Bazar, Shimla Customer name : _____________________________________ Customer address : _____________________________________

_____________________________________ _____________________________________ Room no. : _______ Floor no. : ________ Date of occupying : __/__/__ Date of vacant : __/__/__ Type of room : _________________ Rent of the room : rs. ______________ per day No. Of days stay : _________________ day(s) Rent for ___ day(s) : rs. ______________ Luxury charges (@ 5%) : rs. ______________ Total amount due : rs. ______________ Less advance amount : rs. ______________ Net amount due : rs. ______________ Thanking you 5.2 Room Status Report This report will be generated daily in the morning and describe the status of all rooms. The reception clerk will use this report to answer all customer queries. As soon as any customer checks-out or checks-in apart from booking etc., he will make modifications in this list to answer further queries or he can take out a fresh report. Note: At the time of check-in and checkout, information will be updated internally. These queries can be answered by writing a program, but in order to restrict the number of programs, we have to introduce this report to answer the queries. Also note that whenever this report is taken out, it will show the latest occupancy position. Therefore, if the reception clerk does not want to make corrections manually, then he can take out the latest report at the time of each checkout. Format of room status report is illustrated below (Fig 5): ROOM STATUS REPORT DATE: __/__/__
S.No. Room No. Floor No. Type Rent Status

Signature of Reception Clerk

PAGE NO: ______

Customer Name Address

[FIG. 5] 5.3 Collection Report This report is generated on monthly basis. The format of this report is given below:

MONTHLY COLLECTION REPORT Report for the month of __________

S.No. Customer Name Address No. Of Days Rent Advance Payment Total Amount Collected On

[FIG. 6]

TOTAL =

If there is no collection, the report should state that there was no collection in that particular period or on that day. 5.4 Trend Report This shows the total number of customers coming in various months in last five years. The format of Trend Report is as follows: TREND REPORT
S.No. Month No. Of Customer For Year # No. Of Customer For Year # No. Of Customer For Year # No. Of Customer For Year # No. Of Customer For Year #

[FIG. 7] 6. Checks and Validations Following are few checks that one can incorporate in the computerize system:

Same room should not be allotted to two different persons. The room, which is under repair or under up-gradation process, should not be allotted to a customer. Reception clerk should not book any room, which does not exist.

7. Important Instructions

7.1 The project is to be developed in the client/server environment and should be available on the internet/intranet. If any modifications are to be made or are desirable, to the above project description, discuss among your team members/your faculty and then incorporate these in the project. 7.2 All inputs/outputs for the computerized processes are to be on-line. 7.3 Design appropriate modules, data fields, records and files required in the computerization and program development process. You may prepare your own data, wherever necessary. 7.4 Collect appropriate statistics and plot relevant graphs. Use existing tools, such as MSWord, Excel, etc.