Trends in Tourism and

Hospitality - Technological
Aspect
• Tourism Sector
• Accommodation Sector
• Food and Beverage Sector
 • Tourism Sector

• The Importance of Information Technology

in the Travel and Tourism Industry

- ICT helps tourists who have not experienced traveling

by providing the information, recommendation and
booking information that is related with tourist
destinations on online applications such as
Booking.com, Agoda, and Google services.
 I.T. Applications in Different Sectors
Sector Examples of I.T. Applications

- customers using self-check-in terminals to perform check-in

Accomodation processes without the help of receptionists.
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- customers searching information of package tours through online

Intermediaries
travel agents.

Travel-related - online visa application services.

services - social media networking.
I.T. Applications in Different Sectors
 • The Way Technological Changes Improve the Operational Efficiency of the
Tourism Industry

- Technological Advances for the Benefits of Companies/ Service

Providers
1. Improve on Cost Effectiveness
2. Enhance Forecasting Techniques
3. Consolidate Fragmented Tourism Products (Distribution Channel)

- Technological Advances for the Benefits of Customers

4. Ease of Purchase
5. Speed Up Purchasing Decision
6. Provide More Product Information
• The Global Distribution System (GDS) in the Tourism Industry

The Functions of GDS

Global Distribution Systems (GDS) have evolved over
the years and has played a major role in making online
travel services possible. They were originally developed
by airlines, but it was later extended to travel agents as a
sales channel.
 • Accommodation Sector
• Introduction to Information Technology
Industry

Information technology (I.T.) refers to the applications of a

wide range of electronic tools, including software, hardware
or telecommunication systems for processing data which
aims to achieve better operations and strategic management.
 • Accommodation Sector
- Development of I.T. in the Accommodation
Sector

In the hospitality and tourism business, effective use of

Internet technologies can improve revenue. A huge number
of customers staying in the hotels reflect the needs of the
hotel practitioners to collect and process massive information
in an accurate and timely manner while not sacrificing the
hospitable services. It leads to the increasing innovations of
different I.T. systems of enterprises to support the
accommodation sector in both operational and management
levels.
 - I.T. Applications in the Accommodation Sector

Front Office Applications Back Office Applications ­

• R
­ eservation ­ • Housekeeping ­
• Check-in/ Check-out ­ • Human resources ­
• In-house guest information • Accounting ­
Functions
• Inventory and purchasing ­
• Guest accounting system ­
• Sales and marketing ­
• Room status and
• Housekeeping management • Financial and performance
reports
 - I.T. Applications in the Accommodation Sector

Guest-related Interface Restaurant and Banquet

Management System ­
• Call-accounting system ­
• Electronic locking system ­ • Electronic point-of-sale (POS)
• Energy management system ­ system ­
• Guest-operated devices ­ • Recipe-costing system ­
• Auxiliary guest services • Banqueting management ­
• Beverage control system
• The Impacts of Technological Changes on the Accommodation
Sector
- Advantages of Applying I.T. in the
Accommodation Sector
The advantages of I.T. applications in accommodation sector
can implement technology across all departments to improve
guest experience, streamline their business operations and
improve the overall communication between your employees
and guests.
1. Advantages to Enterprises 2. Advantages to Customers
a) Reduce Operational Cost a) Convenience of Using Services
b) Reduce the Workloads of Staff b) Consistency in Service Experience
c) Increase Efficiency c) Enhance the Service Experience
d) Increase Revenue d) Provide More Service Options
e) Access and Share Information
f) Achieve Better Planning and
Management
 - Problems and Uncertainties of I.T. Applications in the
Accommodation Sector

Although more and more new technologies are now

being applied by the accommodation sector to
support enterprises’ operations and management, it
should be noticed that the implementation of I.T. in
the accommodation sector still lags behind other
industries in certain aspects.
1. Concerns From Enterprises’ Perspective
a) Insufficient Knowledge of Top Management
b) Huge Investment Cost
c) Pressure Given to Staff

2. Concerns From Customers’ Perspective

a) Technology Anxiety
b) Social Anxiety
c) Privacy and Security
d) Technology versus Personal Service
 • The Property Management System (PMS) in Hotels

PMS is an integrated computer system that includes the computerization of the

front desk processes and, at most, the control of virtually all operations in the
hotel, including telephones, in-room movies, the use of electricity and other
mechanical devices.
- Benefits of PMS
• The operation of a hotel can be improved by reducing repetitive tasks;
• The information needed by the management to make decisions is current and
easily accessible;
• The service provided to customers can be improved with regard to the timing
and accuracy of pertinent information; and
• The internal operations of a hotel can be standardized in a way that is easy to
control and will be almost impossible to duplicate in a manual system.

Property Management System (PMS)

Some functions included in hotel PMSs are listed as follow:
• Front Desk and Cashier Systems
• Reservations
• Housekeeping Systems
 7.3 Food and Beverage Sector
Restaurant and Banquet Management System

1. Electronic Point-of-sale (POS) System

Electronic Point-of-Sale Systems (POS) take the place of traditional cash registers. They
take the form of a single cash register with a processor, memory and printer, all
incorporated into one unit.
2. Recipe-costing System
Costs are calculated according to the standard recipes and portion sizes of menu items
pre-programmed in the system.
3. Banqueting Management
I.T. applications have also benefited the banqueting management of hotels, e.g.
convention hotels, which are specifically targeted for frequent events or meetings.
 4. Beverage Control System
Some hotels may impose strict controls on the wastages
of beverage consumptions in their outlets.

• The changes in technology that affect consumption

patterns in the food and beverage sector

1. Food production and delivery

2. Information technology and food ordering
3. Media and web technology and promotion
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