FRONT OFFICE OPERATIONS

UNIT 1 – ROLE OF
TECHNOLOGY

Facilitator:
Dr. Abhinav Mishra
B.Sc. H & HA, MHM, MTM, MBA
CET(2012) & NET(2013)
 OBJECTIVES OF SESSION
q Introduction of Information Technology

q Role of Information Technology

q Application & Components of I.T.

q Importance of Information Technology

q Advantages of I.T.

q Introduction to Fidelio & Amadeus

 Introduction to Information
Technology
q First use of I.T. in early 1950

q Introduction of Internet 1969-89

q Invention of world wide web in 1989

q Digital Revolution

q Airline first to use Computerized Reservation

System(CRS)

q Formation of chain hotels & usage of so ware

q St. Jacque hotel (Paris), introduced first time

 Role of I. T. in Hospitality Industry
q Technology plays an important role in the
hospitality industry

q Networking, hardware, so ware & internet are

major components of the technology

q Combination of right people and right system

q Both customers and businesses can benefit

from advances in communication,
reservations and guest service systems

q Technology streamlines the guest experience

 Application of Information
Technology
q Computer programming

q Network administration

q Web development

q Technical support
 Components of Information
Technology
q System

So ware

Hardware
 Internet and Marketing in
Hospitality
q Internet has a powerful impact on hospitality
and tourism
q It begins with the first visit to the website
when a person sees photos of the location and
gets a sense of what to expect
q Websites, blogs, online advertising, social
media, online ordering and information
repositories all help to convince customers in
order to choose a location or destination
q In hospitality business, effective use of
 Reservations Systems
q Many systems like MMT, Expedia and Orbitz
are available through online interfaces

q Systems enable individuals to make

reservations and compare prices

q Booking engines allow easy access to

consumers and travel professionals

q Booking engines cut costs for travel

businesses by reducing call volume & give the
traveler more control on purchasing process
 Computer Systems
q Many tourism businesses are large and dispersed,
they use computer systems to stay connected

q Computer systems allow communication between

branches and locations which makes it easier to
streamline reservations

q They are also used internally to keep all of the

staff on the same page

q Make it easier to access information that can

improve the guest experience

q Guest preferences, FO & housekeeping

 Mobile Communication
q Many travelers use various forms of
mobile communication device, whether it
is a tablet, computer or a mobile phone

q Many hospitality businesses use mobile

communication to advice their customers;
they send delay notices, offer deals and
marketing-advertising

q Depending on the type of business the

communication might happen through
 In-Room Technology
q Today’s traveler carries numerous
electronic devices, reliable wireless
internet connectivity ranks at top for
customer need

q Some luxury hotels provide i-Pads or

smart phones to the customers for use
during their stay

q Guests can use the hotel’s web application

to access room service options via an e-
 Hotel Impact Areas by I.T.
q Organization

q Employees

q Management Coordination

q Guest Services

q Self-Service Booking
 Types & Advantages of Softwares In
Hospitality Industry
q Global Distribution System (GDS)
q Property Management System (PMS)
q Central Reservation System (CRS)
q Electronic Point of Sale (EPOS)
q E-Procurement
q Marketing
q Information in Real Time
q Cost Reduction
 FIDELIO
q Fidelio is a complete integrated system package designed

to achieve maximum efficiency of the hotel

q This PMS was introduced in 1995, Munich, Germany

q The demo version enables the employees to practice and

learn in a real life environment

q Its main features are:

It is DOS- based and the newer version-OPERA-is

Oracle-based

It can protect its so ware from all sorts of virus

It is flexible and easy to use the so ware

 Features of FIDELIO
q Integrated configurable context sensitive system, its advanced

version is 6.20

q Has its own training manual called advanced demo version

6.11

q Pull down menus

q Function keys with windows

q Screen printer

q Report generation

q User definable reports menus

q User definable night audit

 Modules of FIDELIO
q Reservation

q Room Management

q Front Desk

q Cashier

q Options

q Menu
 Advantages
q Saves time

q Promotes smooth functioning

q Eliminates communication gap

q Increases productivity

q Enhances interdepartmental and

intradepartmental communication
 DISADVANTAGES
q Expensive to purchase

q Maintenance is expensive

q Security is an issue if system is not locked

properly

q Terminals shut down during night audit

for 2 hours

q Color coding not prominent enough

 FUNCTION KEYS
KEY SHIFT + KEY CONTROL+ KEY

q F1 HELP GLOBAL HELP NEW HELP

q F2 MAX. AVAILABLE CONTROL PANEL DETAILED

AVAILABILITY

q F3 VACANT ROOMS HOUSE STATUS ROOM PLAN

q F4 CALENDER FORECAST EVENTS

q F5 RATE INFORMATION FLOOR PLAN

q F6 ARRIVALS GUEST IN HOUSE DEPARTURE

q F7 RESERVATION TELEPHONE BOOK TELEPHONE

OPERATOR

q F8 CHANGE USER INTERFACES E.MAIL

q F9 CALCULATOR CURRENCY CALCULATOR

q F10 MAIN MENU PROG.INFORMATION NOTE PAD

 Introduction
q Amadeus was originally created as a

neutral global distribution system (GDS)

by Air France, Iberia, Lu hansa and SAS in

1987

q It is headquartered at Madrid, Spain

q Amadeus was intended to offer a European

alternative to Sabre, an American GDS

q Amadeus CRS is the largest GDS provider in

 AMADEUS
q This system is made up of core products that are used
by distinct customer groups in different ways
q It became fully operational in year 1992
q An integrated so ware system to optimize operational

requirements with direct links to travel agent & air line

user

q There are 90000 travel agencies and more then 58000

air sales offices who use this system in 2010

q Amadeus provide comprehensive and forward looking

range of services to travel agents
 AMADEUS Industries
q Airlines

q Hotels

q Tour operators

q Insurers

q Car rental

q Railway companies

q Ferry and cruise lines

q Travel agencies 

q Individual travelers
 Assignment
q Write a detailed note on evolution &
present scenario of information
technology in hospitality industry(250
Words)

q Write advantages & disadvantages of

so ware used in hotel industry. (250
Words)
THANK YOU