Chapter 1

I - Introduction
A hotel is an establishment that provides paid lodging on a short-term basis. The provision
of basic accommodation, in time past, consisting only of a room with a bed, a cup board,
a small table and washstand has largely been replaced by rooms with modern facilities,
including en-suite bathrooms and air conditioning or climate control. The cost and quality
of hotels are usually indicative of the range and type of service available. Due to the
enormous increase in Tourism worldwide during the last decades of the 20th century,
standards, specially those of the smaller establishment, have improved considerably.

Hotels are independently assessed in traditional systems and these rely heavily on the
facilities provided. Today, most of the Hotels provide goods and services using computer
system. It helps to perform task in an easy way with less time consumed. Some
companies are become fully automated while others strive for the similar setting.
Computer programmers develop things like computer system that the rest of us could
use. The computer programmers tell the users what to do. They make programs that
users can easily used or understand. The advent of new technology gave rise to easy
and hassle free interaction between and among humans. Whether it is business, science
or whatever task a person takes on the quality and speed of carrying it out are enhanced
with automation at the core of this efficient.

Today, many systems have used an automation process like using computer system, due to the
efficient and accuracy. Hotel Reservation System is a transaction processing system. In this
system there are more advantages rather than a manual Hotel Reservation.
The Hotel Industry like any other business opens up socio-economic opportunities for
both owner and customer. It has the function of providing hospitality services to
customers. These customers can be travelers, foreigners, businessmen, tourists, visitors,
etc. Customers are mostly constrained in trying to get a room to pass the night, as the
usual practice is to look for a hotel when you have arrived in the particular location, walk
in and find out whether there is a vacant room. In the case that there is no vacant room,
you have to move to next closest hotel to enquire once more. So what happens if you
move around sometimes very late in the night in search of a room and all close by hotels
are fully booked? Other times you may be lucky to have the contact number of the hotel
to reach them to book for a room. But do the hotel attendants really ensure to keep a
room for you? You would be lucky to go and get a room booked for you. They are quick
to serve those who walk in rather than those who may get access to them on phone to
book a room. On other times too, if you have friends or family members in the area you
want a room booked, they have to go and do the checking for you. There is no system in
place that bonds the hotel and the customer that the customer has actually booked a
room and for that matter he is guaranteed a room. This can make customers really
stranded especially if it is getting late in the night.
The hotel industry is a business venture for the owner and a
1.1Rational and Background of the study
The Hotel industry is a business venture for the owner and a solace for the traveler
and/or tourist. A customer can get stranded in the quest to secure a hotel room to pass
the night if he has not made adequate plans by the existing system. Through this study,
it was realized that for a customer to be guaranteed a room, he or she has to physically
come to the hotel since the attendants paid more attention to that. He could also
send a friend or relative who lives around the neighbourhood of the hotel to do
the booking for him. There is nothing to bond the hotel and the customer in person
that he has indeed booked for a room. This study took Hansonic Hotel as its case.
It looked at creating an online reservation system to enable customers choose the room
they wanted after a virtual tour to guarantee him a room.(Richard Bemile,Akwasi
Achampong,Emmanuel Danquah).

Hotels should plan for strategic significance for the convenience of the employees and
for faster transaction. Automated reservation systems provide hotels with the most
advanced way of dealing
Hotels should plan for strategic significance for the convenience of the employees and
for faster transaction. Automated reservation systems provide hotels with the most
advanced way of dealing all the reservations and other transactions related to their
business. It must also reduce time consumption and therefore cut off the hassle for the
personnel in charge and also for the guests. When all of these factors will be attained by
a certain hotel, it will gain popularity, greatly boost sales, and stand out with the other
competing hotels. For the hotel to attain these successes and solve the common
problems, a modern hotel management system should be used and at the same time take
advantage of the internet to make online reservation systems. The purpose of this study
is to gather data about the company and investigate its processes. By this, the proponents
were able to find some alternative ways to solve the company’s problems. By making a
centralized billing system, room management, and online reservation system,
implementing online payments for the online reservation, creating data archiving of
reservation and other transaction and to generate reports. This solution will assist the
personnel-in-charge in the front desk in terms of fast transaction, secured data archiving,
and generating fast sales report. The significance of the study is that the proponents were
able to come up with an automated system that is also web-based for the Humberto’s
hotel. The online reservation system is a useful tool for hotel managers as this could make
their hotel competitive. However, this requires an automated system and centralized
database to cater all the reservations quickly. Compared to a manual system, which uses
handwork or some traditional ways of making reservations and transactions (which is very
time consuming), an automated hotel management system can quickly finish all of these
with just a few clicks(Haniper John B. Camino | Ronald John C. Olalo | Dariza D.
Salamo | Lemuel Dominique R. Yap)

The primary purpose of this study was to know the level of awareness of hotel owners in
Davao City regarding eco-friendly practices. Respondents of this study were the selected
hotel staff here in Davao City. This study helps the hotel management to be aware
regarding eco-friendly practices. This study is beneficial to hotel establishment owners to
formulate planning strategies which lead to competitive advantage over other hotels. It
helps the policy makers establish decisions to adopt green chemistry practices. Findings
showed that most of the selected hotels are very highly aware in the waste segregation,
chemical use, air quality, energy efficiency, cleaning, maintenance, and daily activity,
highly aware in laundry and poorly aware in water conservation. The researchers
recommend that hotels must practice water conservation.( Donna Mae C Abal | Marie
Chan C Patiam | Trychy A Tan | Angelie D Villasor)

A hotel reservation system receives hotel reservations from a travel agent or other authorized
user and enters information relating to the traveler and the reservation into a hotel reservation
terminal. The reservation information is transferred to transaction processor via a
communications link, where the processor automatically generates transaction documents
related to the traveler, the travel agent and the hotel accommodations. These transaction
documents are then sequentially transmitted by the processor using a facsimile to various parties
having an interest in the reservation transaction. A confirmation document is sent to the hotel
for which the accommodations have been reserved. The banking institution through which the
transaction has been financed is notified to pay the hotel and others, and the travel agent is also
sent a confirming transaction document. (RON FELDMAN)
An active reservation system that allows an event vendor to maintain a stand-alone inventory
control system which ties directly to an active reservation server, which in turn is distributed
through Internet-based reservation systems (web sites) to the users of the Internet. The
reservation system includes a local event server that provides the means of maintaining the
inventory and the communications with the active reservation server. The local event server
allows the event vendor to allocate, control and reserve their inventory at their place of
business. This server can then communicate over a network to an active reservation server,
which maintains data that Internet-based reservation systems use to provide access to the
inventory. The event vendor maintains total control over their inventory while allowing access
to that inventory by a much larger audience. (ROBERT Q. MANKES)
A reservations system for hotel chains in which matrix arrays defining maximum rooms for sale,
protected inventory, and matrices derived from these two, all by room-type/rate-category
combinations. The system provides for generalized control of inventory for sale for an arbitrary
number of room-types, rate-categories, etc. The system also allows blocking or protecting
inventory by rate-category, room-type, or any combination. The system of the invention allows
for either a central or a distributed view of inventory, and allows inventory to be controlled by
the property and sold at any location without over-selling. The system of the invention
provides the level of control necessary to handle the four major inventory control strategies
that the hotel industry will likely require over the next ten years: total control centrally, central
indicators and distributed inventory, totally distributed inventory, or a mixed mode of
operation utilizing any combination of central or distributed inventory. In each case, the system
of the invention provide a common, effective and complete solution. (Gordon S. KerrTodd
SnyderKen DowlingJoyce Willenborg)
A method of using a computer to select hotels described in a database. A special user interface
permits entry of criteria in one or more categories that describe the hotel. The computer
searches the database and displays a list of hotels that satisfy the criteria. The computer then
permits the user to identify any hotel on the list and, in response, displays detailed information
about that hotel. The selection categories and the detailed information are designed to provide
two levels of information, thereby separating objective evaluation from subjective browsing.(
Robert L. SchneiderKent D. TurnerKaren L. Stavnes)
This paper explores the implementation of yield management using different reservation
modes at a global hotel network (referred to as the “Group”).

Design/methodology/approach
– The Group operates close to half‐a‐million rooms in about 4,000 hotels world‐wide. Following
an overview of yield management in hotel industry, the two reservation modes used in the
Group are presented. The performance of Group's online and off‐line reservation modes
globally over a two‐year period is then discussed in terms of three yield management
performance measures, namely: average price (AP), occupancy rate, and average revenue per
available room.(Jean‐François Sanchez (Department of Decision Sciences and MIS, John Molson
School of Business, Concordia University, Montreal, Canada)
Investigates the concept of strategic alliances in the context of hotel sector small
firms. The rapid increase in the number of international strategic alliances is
recognized as one of the most significant management trends of the 1990s. In
particular, they may affect firms′ cost structures, and provide access to important
strategic resources. In this respect, strategic alliances are potentially important
strategic options for the non‐dominant small hotel firm. Investigates the role of such
strategic alliances within the hotel sector, where the small firm represents around 75
per cent of operations. Places specific focus on the marketing function, where
examples of strategic alliances can be seen mainly in the form of: public sector
referral; airline; hotel reservation service; and hotel marketing consortia. Evaluates
the use of strategic alliances as an effective means of achieving improved small hotel
firm business performance and draws conclusions. Finally, presents the rationale for
adopting the given tripartite model. (Alison J. Morrison (Lecturer at the Scottish Hotel
School, University of Strathclyde, Glasgow, UK.)

Traditionally the hospitality industry has been slow to adopt new systems and
technologies. This can be witnessed particularly in the hotel industry’s utilization of
yield management (YM). Based on the experiences of hotel managers, explores the
problems encountered during the introduction of YM into the accommodation function
and highlights possible approaches for managing the change from traditional
management techniques to a YM system. Found that this transition was best achieved
by developing a conceptual and/or working knowledge of YM at three levels in the
company: head office, unit general managers, and staff. A team approach within the
unit was considered essential involving, ideally, the yield specialists, the functional
specialists and the general manager acting as a co‐ordinator. Change was more
easily effected if a well‐planned, unit‐specific, and timely training programme
emphasized the similarities with and not the differences between traditional
management techniques and a YM approach. Considerable challenges remain for
software developers to provide industry‐specific and user‐friendly packages.( Kevin
Donaghy (Research student, University of Ulster, Londonderry, Northern Ireland)
Disclosed is a reservation system terminal connected to a host computer for controlling
the overall reservation status. The terminal can inquire of the host computer the present
reservation status, request the reservation acquisition, and prepare, refer to, or change
the reservation record to be received by the host computer. The terminal is provided with
a terminal computer, a display unit (17) and a pointing device. The terminal computer can
execute in parallel mode a plurality of tasks such as a reservation process for a
reservation acquisition task, a reservation edition process for reservation record
preparation and a change task, a reservation record reference process for preparing a
reservation record reference task, etc. In each of these processes (reservation,
reservation, edition, reservation record reference), images are formed, respectively, and
displayed in multiwindow fashion. Each image includes a plurality of arranged visible parts
operable by the pointing device. Therefore, various tasks related to reservation can be
executed simply when the operator points to positions on these visible parts with the
pointing device. Various data that is usable in common is automatically transferred among
the above-mentioned processes and coordinated through inter-process communications.
The arrangement of the images can be freely changed, so that any required image can
be displayed in the front of a multidisplay image.( Takaya Inada)
A record keeping system communicates with an airline's customer reservation system
and a corporate client database system. A dedicated queue within the customer
reservation system is accessed daily by the record keeping system to download data
comprising travel itineraries. A relational database control within the record keeping
system organizes the pre-travel data for efficient use by a corporate client. The
reorganized data thus downloaded and organized is sent daily to the corporate clients for
use in their own local database systems.( Susan S. Dettelbach
Kenneth Dettelbach)

This invention relates to a method and apparatus for providing an automatic registration
and security system for use primarily in hotels. A person seeking accommodations
possesses a magnetic card which he inserts into a card reader. A magnetic recorder
reads fixed information, i.e., name, address, card number, and transmits this information
to a computer. The computer generates a coded number which is temporarily assigned
to a particular room number, and a magnetic recorder associated with the card reader
records this coded number on a second magnetic area on the card. The room number is
also displayed to the holder of the card. The card holder then proceeds to the room which
he has been assigned and again inserts his card into a second card reader located at the
room. The variable coded room number and a fixed room identification code are
transmitted via the local telephone line to the computer where they are compared with the
previously stored information. If an affirmative comparison is made, a signal is transmitted
over the telephone lines which unlocks the appropriate hotel room door.(M POYLO)

Methods and system for effecting the instantaneous data transmission to a locally
operated computer system upon an occurrence in the computer reservation system
(CRS). Specifically, a method for automatically generating pre-ticketed travel information
is disclosed, in which booked reservation information and traveler information in a is
automatically transmitted to a locally operated computer system as soon as the booking
of the reservation is complete. When the reservation information included more that one
travel transaction, such as an air transaction, a hotel transaction and a rental car
transaction, the traveler and reservation information is stored in a manner to track
common information between different travel transactions, such as sale information,
rather than track individual travel transactions. Also, a method of automatically updating
an existing customer profile in a locally operated computer system upon the detection of
the update of the corresponding customer profile in a (CRS) is discussed.( Alicia
Gonzalez Acebo
Christopher David Frawley)

The hotel industry is currently the most under-automated sector of the international travel industry.
In comparison with the airlines, its reservation systems are often archaic, and a high proportion of
bookings are still received at individual properties direct by telephone or telex. This relative under-
automation prevents the collection of consumer profile data essential to developing effective
marketing strategies, and the development of adequate yield management. A number of chains,
notably Hilton and Sheraton, are now investing in improving their reservation systems. The airline
computer reservation systems (CRS) vendors are also looking to establish joint programmes
with hotels. So far the chains have been reluctant to participate. However, Covia's incorporation
of Hilton International and likely expansion by Murdoch of Utell and a related videotext system is
likely to encourage them.( Wardell, D)

1.2Research Paradigm
The research paradigm comprises of input, process and output of the proposed system.
In input, you can find the requirements needed for the user to initialize the system. The
process sows the procedure in applying the requirements for the final output. A hotel
reservation system is a software application that is implemented by hotels to allow
guests to create secure online reservation
INPUT PROCESS OUTPUT

1. What are the

difficulties in
advertising Hotel
reservation
system?

2. What
features are
to be
implemented
in proposed
system?

4. How to be
connected with
clients?
 Encourage the
development of
friendships
 Break out from
behind the desk
 Keep track of
your guests’
preferences
 Be loyal to your
most loyal
guests
 Remember, it’s
your reactions
that matter

5. What will be the

system usability scale
score of the system?
1.3Statement of the problem

1. What are the difficulties in advertising Hotel reservation system?

Your hotel website may not be responsive or attractive
Due to this, those of your visitors who access your website through mobile, tablet
or any such devices will not be able to book with you. Which will lead you to losing
bookers and will bring you no advantage of having a booking engine.

Your hotel reservation system may have confusing booking

interface
Due to this, your website visitors will not be directed properly hence would leave
your website half away before finally booking with you.

The hotel reservation system may not match your hotel standards
The booking engine may not give you any freedom in terms of customising the
booking system with respect to your website’s theme or brand aesthetics. Well,
this may not hinder the booking process but does not give a good booking
experience either.

Your lookers may not understand the language that your hotel
reservation system works with
Most hotel reservation systems can only be accessed in english. But what if some
of your website visitors don’t understand english?

The hotel reservation system may not have a safe payment

process
This one can be a very serious problem since the booking engine is not providing
any security of making safe payments. (Well, would you ever pay at a site like
this?)

2.What features are to be implemented in proposed system?

I. User-Friendly Interface
A hotel booking engine with a good user-friendly interface will allow customers to easily
navigate through your website. Your website should load faster on all devices to save your
customers’ time. Thus, a user-friendly interface will increase the chances of booking as
customers prefer to plan and book on the go.

II. Easy Booking Process

The booking process should include minimal steps. If it takes a long time to fill unnecessary forms,
chances are that the customer will abandon the booking and head to other websites.

III. Support For Multiple Languages & Currencies

As you launch a website, it is available on the internet. Now the customers around the world will
be able to access your website.

But what if they want to come to your hotel and aren’t able to understand or read your website in
their language. If they don’t understand then they will go for another hotel website that helps them
to learn more about their services.

So make sure that the hotel booking engine you choose has support for multiple and currencies.

IV. Easy Management Of Rooms

You should be able to add rooms to your system, add the details like the amenities and features of
rooms, edit the status of rooms when the time arises and also room a reallocation facility to change
rooms at a customer’s demand.

V. Easy Search Option

Customers must able search for hotels in a particular location and view the availability of rooms
in between the preferred dates.

3. How to be connected with client?

I. Look for hotel staff with a high EQ (that’s emotional quotient)

Recruit emotionally intelligent staff. Include empathy and thoughtfulness in your
requirements to outline your expectations. Ask referees how the candidate demonstrated
kindness or diffused a fraught situation.

II. Ask questions that come from real life examples

During interviews, ask candidates how they would deal with customers facing a long
check-in queue or broken elevator. Pay particular attention to their demeanour and
conversation style. Do they seem genuine? Do they have a warm smile? Do they hold
eye contact? Minor details are sometimes the most important.

III. Make the way you approach guests consistent throughout

In training, establish the use of names as a protocol, for staff and guests. Staff should
always introduce themselves by their first name on the telephone, and address guests
by their title and surname directly and in conversation with other
 staff, for example “Max could you show Mr and Mrs Cooper to their room?”
Never refer to the guest by room number.

IV.Go the extra mile with personalisation…

Encourage staff to personalise their welcome. “You must be pleased to get out of that
rain, I’ll get someone to take your coat,” or “Would you like a hot drink sent to your
room in a few minutes?”.

4. What will be the system usability scale score of the system?