Information Technology Case Study

A well established 90 bedroom 4 Star Hotel in a City Location, owner managed with a strong rooms and F & B business had computer and telephone systems in the property that were out of date and not integrated.  Databases were not up to date and utilisation of information was hap-hazard. In essence, the use of ICT in managing the business was poor and needed improvement.

We carried out an across-the-board needs analysis of both hardware and software in the property including, Cabling infrastructure, Telecommunications, Local Area Network (LAN), PC hardware, Mobile Phones, Front and back office software. In addition the skill set of key people was assessed and a clear leader was identified as being the ‘owner’ of the ICT systems in the hotel. This person was appointed with sole responsibility for ICT in-house. Budgets were agreed and we issued tenders for various elements of the project and assisted in vendor selection for each section. A project plan was drawn up in conjunction with the new ICT manager, and we managed the project and trained the new manager as to the various aspects of his role. It was also agreed what information was to be circulated to whom and how often.

After an investment of over €400K the property now has a state of the art ICT system that will have an expected life cycle of at least 10 years, as future proofing was a key element of the project. Simple issues such as direct dial numbers and voice mail have taken pressure off the front desk and allowed more time to be spent with the guests. The network was upgraded, as was each PC in the property and a WiFI facility introduced throughout the hotel for guests. Mobile phones were upgraded to allow for information flow to users. Back office software was chosen based on its capability of integration with the new front office system and also the new F & B system. A new front office system (PMS) was introduced to the property at no cost, solely due to our negotiations. All front systems were now integrated – i.e. Telephones, PMS, F & B and the ecommerce facility on the web site. Information now flows to the key people in the business either by SMS or email on a periodic basis.

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