Report

Report on Hotel Management

Introduction2

Discussion2

Basic Systems2

Class Model3

Case Diagrams5

Activity Diagrams6

Conclusion7

Report on Hotel Management

Introduction

Any service organization, large or small, requires an automated hotel management system within the entire organization from executive management to the front-line employee. Numerous types of hotel management systems have been developed and implemented inside hotel all of these systems have one trait in common (El Gayar et.al, 2011, pp. 84-98). Southwark Hotel can implement an automated hotel management system to lift the organization above the competition and to grow in profit.

The goal of this research project is to implement an automated hotel management system that can be suitable for this hotel and work in the long-term. The implementation an automated hotel management system is based on ISO 9001:2008 standard requirements, but the intent is not to apply for certification. Standards are imperative in the global market because they harmonize the international trade. Standards provide particular requirements that are accepted internationally and promote reasonable competition in free-market economies.

Discussion

Basic Systems

The basic system of the hotel consists of 200 rooms, a reception for the purpose of reservation, guests check in, bill payments etc. Hotel management uses a software system in order to save precious time of the customers. Software system is available in all departments of hotel. It is used to store data of customers, bill payments, etc. The hotel software system is capable of handling daily management requirements. The system provides the user with the options of controlling the following options:

Reservations

Reception and Billing

Housekeeping

Operator

Telephone pricing

Point of Sale

Night Audit

Administration

Treasury

Management

Accounting

Before the implementation of this system customer service was very poor; employees were not trained to deliver service to customers. They were not responsive to customers' needs in a timely manner. Front desk calls were barely answered because no one was there to take them. Room service was an issue because cleaning personnel were not doing their jobs properly. Room settings were not attractive, and customers were not happy with their stay. Meal quality and service were other problems that drew customer complaints. The hotel did not offer a variety of choice when it came to menus. The waiting time before customers were served was approximately an hour, and customers didn't always get what they ordered. Southwark Hotel had unreliable suppliers.

The Check phase consisted of conducting the evaluation of the performance of the newly implemented system. Even though the hotel management system was not implemented for the purpose of obtaining ISO certification, it would be critical to reassess the new business practices. Prior to carrying out this task, an audit training class would be given to some employees within the organization, and an internal audit would be conducted to assess the new system and gauge its conformity to the hotel management system requirements.

Meal quality and service were other problems that drew customer complaints. The hotel did not offer a variety of choice when it came to menus. The waiting time before customers were served was approximately an hour, and customers didn't always get what they ...