See discussions, stats, and author profiles for this publication at: https://www.researchgate.

net/publication/332060994

HOTEL AND RESORT CUSTOMER ASSISTANT: A WEB & MOBILE ORDERING &
BOOKING MANAGEMENT SYSTEM

Article · February 2019

CITATIONS READS

0 1,488

2 authors:

Raymund Amata Mohammed Basco Dela Cruz

Ateneo de Naga University Ateneo de Naga University
1 PUBLICATION   0 CITATIONS    1 PUBLICATION   0 CITATIONS   

SEE PROFILE SEE PROFILE

All content following this page was uploaded by Mohammed Basco Dela Cruz on 09 August 2019.

The user has requested enhancement of the downloaded file.

 Hotel and Resort Customer Assistant
A Web and Mobile Ordering and Booking Management System

Mohammed B. Dela Cruz Raymund F. Amata

Ateneo de Naga University Ateneo de Naga University
Naga City, Philippines 4400 Naga City, Philippines 4400
[email protected] [email protected]

Gian Xavier R. Petalio Frederick D. Olaño, MSc

Ateneo de Naga University Ateneo de Naga University
Naga City, Philippines 4400 Naga City, Philippines 4400
[email protected] [email protected]

ABSTRACT place to avoid not getting a room that is already booked. It will also
Hotel and Resort Customer Assistant is a mobile and web applica- have a feature that will display the payment instructions.
tion designed for an organization that handles room accommoda-
tion and food ordering. This system has three users: administrator, 2 RELATED STUDIES
chef and guest which have their own privileges. In the mobile ap- • The Application of Wireless Food Ordering System (K. Ka-
plication, the features are creating order of meals/room services marudin) [1] - The rapid growth of wireless telecommunica-
and booking of rooms used by the guest. Meantime, in the web tion and the Internet lead to industries that are gaining more
application, the administrator manages the request of the guest and customers every day. This study provides a more convenient
the chef views and approves meals that are pre-approved by the and accurate method for staff in the restaurant since orders
administrator. The modules of this system are ordering of meals, are transferred to server in the kitchen immediately and dis-
booking of rooms created by the guest, and managing the requests played to the chefs for further process. This can minimize
by the administrator. the waiting time spent at the restaurant. Apart from using
internet application, it can be extended using Bluetooth tech-
CCS CONCEPTS nology.
• Automated Food Ordering System with Real-Time Customer
• Applied computing → Online shopping; • Software and its
Feedback (Madhura M. Joshi Shweta Shashikant Tanpure,
engineering → Software design engineering;
Priyanka R. Shidankar) [2] - This study is all about making
use of the development of wireless technology and mobile
KEYWORDS phones in this time. The competition in restaurant business
Web Development, Mobile Development, Database has increased with advancements in food ordering tech-
niques . This system implements wireless data access to
servers. The Android application on users’ mobile will have
1 DESCRIPTION all the menu details. The order details from customers mobile
The researchers came up with the idea of this project because are wirelessly updated in central database and subsequently
of a problem that they noticed in Penafrancia Resort when the sent to kitchen and cashier. The restaurant owner can also
customers wanted to order food or ask for services, they had to manage the menu modifications easily. The wireless appli-
walk to the Administration Office or find nearby employees roaming cation on mobile devices provide a means of convenience,
around the resort since rooms do not have telephones. Moreover, improving efficiency and accuracy for restaurants by sav-
the number of employees are limited according to the conducted ing time, reducing human errors and real-time customer
interview, and landline telephones are not reliable when it comes to feedback.
the clearness of the conversation between the two parties. Thus the • Installing an automated system will improve customer ser-
researchers decided to make a program out of it. A program that vice,and control inventory (Turani I. Omari E) [3] - This
will be more convenient to take all the orders and special requests study focuses on the ability to serve customers faster by au-
of the customers while they are in their respective rooms. The tomatically keying in items, and prices, the ease in inventory
customers will not experience the hassle of talking in a telephone control, and the accuracy of ordering items by itemizing
that is sometimes choppy with noisy environment interrupting the products purchased and ordered. The customers prefer to
conversation. The project also consisted of viewing and updating shop at stores or markets that service them quickly. The new
the orders for the resort administration to use, and the program automated system to record products purchased and calcu-
itself will provide all the information in the system and will create late its cost will increase Kastero market abilities to serve
a convenient way of entering and monitoring data. To maximize customer in a better way to a medium degree. Additionally,
the features of the project, the researchers decided to add a booking an automated inventory system would help to increase the
system that will reserve the rooms they prefer before going to the efficiency and effectiveness of monitoring the items.
, R.F. Amata, M.B. Dela Cruz, GX.R. Petalio & F. Olaño

• The Impact of Mobile Hotel Booking by Customer Reviews Design wherein the researchers quickly designed diagrams or the
and Experience (Yu-lun Hsu Chun-Chi Lu, Yu-san Ting) [4] - architectural designs of the systems. Then, the next few months
With the advent of technology, the hotel industry has under- were allotted for the Building Prototype of the web and mobile
gone tremendous developments in terms of technological applications, followed by Customer Evaluation of invited partici-
platforms in order to survive in the current competitive busi- pants/testers to evaluate the system. Each tester were given test
ness environment. Every hotel is aware that when it comes questionnaires to properly test and rate the applications. Since the
to travel plans, customers would opt for an easy way to ac- functionalities of both applications were almost complete prior
cess their services and make bookings or reservations. The to the testing, there were minimal number of comments and sug-
study may be curbed with social desirability bias. Voluntarily gestions given. These comments were used as guides in Refining
the respondents can provide false information so as to con- Prototype. The last is the final product of Hotel and Resort Customer
form to expectations perceived by the society regarding hotel Assistant.
booking. The study shows that relational experience in an
application for hotel offer positive reviews on customersâĂŹ
social experience.
• ALICE - ALICE includes Staff, Guest, and Concierge appli- 3.2 Use Case Diagram
cations and an essential suite that you can use for better
working productivity over your property. ALICE Guest com-
ponent is where visitors can voice their requirements and
needs, giving them ongoing announcements and notices on
the advance of a specific administration. Visitors can place
requests and reservations. ALICE Staff has its own messag-
ing component to stay in contact with staff individuals and
it also has the capacity to oversee and allocate tickets. AL-
ICE Concierge is useful for those at the front work area,
enabling employees to incorporate property administration
framework to get to essential visitor data and track all re-
quest inside one framework, including incidents, reserva-
tions, transportation services, wake-up calls, and more.

3 METHODOLOGY
3.1 Prototyping Model

Figure 2: Use Case Diagram

In figure 2 shows the Use Case Diagram. The users of the system
Figure 1: Prototyping Model are the Guest, Admin and the Chef. First is the guest, they can view
all the meal/s that are available and they can send a order request
In figure 1 shows the method for developing the Hotel and Resort to the administrator. Guest can also view all the available room
Customer Assistant, the development model that the researchers service/s and to send feedback/s to know more suggestion for more
used is Prototyping. Prototyping is a method of software develop- improvements to the mobile application. First is the chef, this user
ment where making models of software applications, i.e., incom- can view all the order request/s approved by the admin. The last
plete versions of the software program, are being developed. A user is the administrator. This user can update the menu in the
model regularly recreates just a couple of parts and might be totally system and also they can set a status for a specific menu (available,
not quite the same as the last product. not-available). The admin can add, edit or delete room and also
The first step was Requirement in which researchers gathered adding and updating room services and viewing of all availed room.
data from the receipts or records of the organization. Next, Quick
Hotel and Resort Customer Assistant ,

3.3 Activity Diagram of Booking System 3.4 Activity of Diagram of Ordering System

Figure 4: Activity Diagram of Ordering System

In figure 4 shows the step-by-step process on how customers nav-

igate through the mobile application for food ordering and room
services. First, the customers input their username and password.
Then they’re going to be redirected to homepage that has three (3)
different buttons inside which are viewing list of food, the available
room services, and send feedback button. By clicking the view food
menu, the customers can now select of food and room service/s
that they want. Afterwards, customers will confirm their selected
Figure 3: Activity Diagram of Booking System orders.

3.5 Data Flow Diagram: Level 0

In figure 3 shows how the process of Mobile Booking module in our

proposed system. The user must have a registered account and have
internet access in order to use the application. He/she then may
Figure 5: Data Flow Diagram: Level 0
view the available rooms and its details and choose desired available
room which then will be confirmed by the resort administration.
In figure 5 shows the context diagram of our proposed system
shows the overall data that will be used in process that will help
, R.F. Amata, M.B. Dela Cruz, GX.R. Petalio & F. Olaño

with the flow of the system. The guest will create an order that 3.7 Entity - Relationship Diagram
will be verified by the system if it is valid to proceed to the next
process that will be dispatched and send details to the database for
the resort administration and the kitchen to see the order. It will
also generate receipt for the guest to see their bill. The guest can
also give feedback that will be read by the resort administration. In
order to verify orders that will determine if the order is valid, the
resort administration will have to confirm the order of the guest
and generating its details that will be stored in a database and will
be displayed to the kitchen and resort administration for further
processing.

3.6 Data Flow Diagram: Level 4

Figure 7: Entity - Relationship Diagram

This figure 7 shows the Entity-relationship diagram of the system.

The GUEST is a person who sends feedback and books a room. He
has a guest ID as an identifier indicating his/her first name, last
name, and mobile number, a username and a password. BOOKING
is the formal report of all the booking transactions created by the
GUEST. It has a booking ID, the identifier, number guest, check in,
check out, booking approval, and the booking approval time and
status. A guest may create one or more bookings per transaction
while an order is booked by only one guest. The FEEDBACK is the
summary of the feedback created by the guest/s. A FEEDBACK has
a feedback ID as identifier, ratings and feedback details. A guest
may or may not create or may create more feedback.
Figure 6: Data Flow Diagram: Level 4 The ROOM is a unit that the guest booked and the created orders.
The ROOM has a room ID as identifier, room name, room price,
room type, room type, room capacity, and room availability. A
booking reserves one or more rooms while a room is reserved by
only one booking. The ORDERS is the formal and summarized
report of all the products ordered. The ORDERS has an order ID
as identifier, order time, order approval by resort administration,
order approval time, order done and order status. A room may or
may not create or may create more order/s while an ORDERS is
created by only one room and booking may not or may identify
In figure 6 shows the flow of customers’ order to the system is shown. more orders. ORDER LINE is the list of products in an order. The
The first activity is the guest will place an order to application and ORDER LINE has an order line ID as identifier, quantity and subtotal.
if the order has been validated, the administration will approve the Orders include one or more order line while order line is on only
request sent and the details will be sent to the kitchen. Then the one orders. The Order line contains one or more product. The
chef will approve if the meal is ready to serve. The customer can PRODUCT consists of food or room service/s. The PRODUCT has
also send feedback via the application if they have comments that a product ID, product name and product type which can identify as
will help to improve more the system. This diagram will make sure a room service or food. The FOOD has a food price and food image.
that administration can surely process the orders. The FOOD CATEGORY is the category of food. Food belongs to
one or more food category.
Hotel and Resort Customer Assistant ,

3.8 Three-Tier Architecture suited for web development and can be embedded into HTML.
PHP was used by the researchers to send and retrieve data
4 ARCHITECTURAL DESIGN
in the database.
• Bootstrap - is a free and open-source front-end Web frame-
work. It contains HTML and CSS-based design templates
for typography, forms, buttons, navigation and other inter-
face components, as well as optional JavaScript extensions.
Researchers used Bootstrap as a tool for designing the user
interface of the system.
• Android - Android is a mobile operating system designed pri-
marily for touchscreen mobile devices such as smartphones
and tablets. This project uses Android operating system for
it is an open source software and it is more user-friendly
than the iOS. Android is our operating system for the mobile
application.
• Android Studio - This project will use Android Studio for its
mobile application that will be used by the resort customers
in their respective rooms. It will help us with the layout and
for the functionality of the mobile application itself. The
researchers used Android Studio to make the interface for
holding the web view of our website application.

Figure 8: 3-Tier Architecture

In Figure 8: The Three-Tier Architecture is a software design pattern

and a well-established software architecture. It is a client-server
architecture in which the process logic, data access, computer data
storage and user interface are developed and maintained as inde- 5.2 Hardware Requirements
pendent modules on separate platforms. The client or the mobile • Mobile Application - Working Android device, Internet con-
application user will be the client side of the architecture. nection
This system is developed in three-tier architecture. Each client is • Web Application - CPU: Intel Core i3-3210 3.2 GHz / AMD
connected in one server which is 000webhost. The guest, the person A8-7600 APU 3.1 GHz or equivalent. RAM: 2GB. GPU (Inte-
who will be using the mobile, may book, order and view available grated): Intel HD Graphics 4000 (Ivy Bridge) or AMD Radeon
meals and rooms. The Resort administration will create rooms and R5 series (Kaveri line) with OpenGL 4.4*
meals and also approve and disapprove booking and order requests.
The Chef, the person who will be using the said system in the
kitchen, may view the orders approved by the resort administration
and also approve when the order is done. The function of the server
is to receive and display the data from the three (3) users. The
Database function will store the data from the Server and fetch
the data to server. This architecture was used because it is easy to
maintain communication between client and server is faster.
6 RESULTS AND DISCUSSION
5 SOFTWARE AND HARDWARE We can conclude that our testing received positive feedback from
the users. Based on the results of the test that was conducted in
REQUIREMENTS
the organization, the users were able to enjoy the application be-
5.1 Software Requirements cause it helped them to do their things. The customer were able
• MySQL - is an open-source relational database management to order in their respective rooms without walking to the resort
system. The researchers will use this database management administration. The resort administration was able to efficiently
system in their development because it is free, it supports record the transactions and the chef in the kitchen was able to view
Java which is the main programming language of Android the list of confirmed orders in his/her screen to avoid misorders
studio, and it provides on-site and phone support. MYSQL and able to notify the resort administration that the food is ready
is what the researchers used for the main database of the to be delivered.
system.
• PHP (PHP: Hypertext Preprocessor) - is a widely-used open
source general-purpose scripting language that is especially
 , R.F. Amata, M.B. Dela Cruz, GX.R. Petalio & F. Olaño

6.1 Testing Results [4] Yu-lun Hsu Chun-Chi Lu, Yu-san Ting. The Impact of Mobile Hotel Booking by
Customer Reviews and Experience, volume 9. 2017.
[5] T.P. Liang. Adoption of mobile technology in business- a fit viability model. 2007.
[6] Achampong Awkasi.-Danquah Emmanuel Bemile, Richard. Online Hotel Reserva-
tion System, volume 1. 2014.
[7] G. E. Hunt. Challenge of the '90s: Harmonizing Business and Technology for
Commercial Advantage. Journal Of Information Technology, volume 5. Chichester,
England: Wiley, 1990.
[8] J. S. Quah and W. H. Leow. Combining Intelligent WEB Portal and Multicast
WAP Technology to Maximize Competitive Business Advantage. International
Multiconference Of Engineers and Computer Scientists 2006, 2007.
[9] J.D. Arcilla. Digital Restaurant Menu. Ateneo de Naga University Press, 2013.
[10] E. Nollase and H. Federico. Naga Online Buy and Sell Services. Ateneo de Naga
University Press, 2006.
[11] A. B. Adewoyin. Transaction and Inventory Management System(TIMS). Ateneo
de Naga University Press, 2011.
[12] B. Jaman, D. C. Milic, and K. Nenadic. Cost Optimization and Work Quality
Improvement of Small and Medium Enterprises in Service Activities by Using a Web
Application, volume 11. 2017.
[13] C. Jimenez and A. J. Salazar. Communication Technologies : Societal Perspectives,
Strategic Management and Impact on Business. Hauppauge. N.Y.: Nova Science
Publishers, Inc., 2011.
[14] W. M. Watkins. Technology and Business Strategy : Getting the Most Out of
Figure 9: Results of test Technological Assets. Westport, Conn: Greenwood Publishing Group., 1998.
[15] S. Beldona, N. Buchanan, and B. L. Miller. Exploring the Promise of E-tablet
Restaurant Menus. International Journal Of Contemporary Hospitality Management,
In figure 9 shows the results of test. Respondent's Profile Out volume 26. Westport, Conn: Greenwood Publishing Group., 2014.
of 21 respondents, 4 or 19% experienced used automated ordering
before, while 17 or 81% are not. The age of the respondents ranges
from 18 to 50 where 4 or 19% of respondents are part-time and 11 or
52.4% of respondents which are full-time worker, The 17 or 81% of
respondents that they extremely likely to recommend the system to
the organization while the 4 or 19% of respondents are very likely.
Test showed a positive response where users were successful in
completing the tasks listed in navigating the website and ordering
through the mobile application.
The result of the graph is that most of them are likely to recom-
mend our application to be used as an automated system in the
resort.

7 RECOMMENDATIONS
There is no doubt that there may be room for improvement and ad-
ditional functionalities in the Hotel and Resort Customer Assistant
application. Presently, the application is only available to a specific
organization. Penafrancia Resort only has the access of using its
modules and it needs internet access for the said application to
function. With more time and resources, the application can be
developed for all kinds of hotel and businesses that can be modified
with their specific wants and needs. Another room for improvement
is making the whole system function even without the access of
the internet. Additional functionality that this project need is the
real-time chat module between mobile and the web applications
using local host and creating the payment system to easily reserve
rooms without needing further confirmations from the resort ad-
ministration. Future students may continue this project using the
rapidly growing availability of resources and new advances in tech-
nology. With further development and study this project can be
made even better.

REFERENCES
[1] K. Kamarudin. The Application of Wireless Food Ordering System, volume 1. 2009.
[2] Madhura M. Joshi Shweta Shashikant Tanpure, Priyanka R. Shidankar. Automated
Food Ordering System with Real-Time Customer Feedback, volume 3. 2013.
[3] Turani I. Omari E. Installing an automated system will improve customer service,
and control inventory, volume 2. 2012.

View publication stats