1. The Hospitality Service Delivery System
Section 3

2. Communicating for Service
Chapter 9

3. Challenge of Managing Information
Managing information systems
Informing guests
Realizing that cues communicate
Adding quality and value through information
Getting information where it needs to go

4. Information and the Service Product
Information as product
FreshPoint
Giving employees information they need
Internal customer
Integrated information system

5. Information and the Service Setting
Environment and service
Environment as information system
Customer-provided information

6. Information and the Delivery System

7. Aiding the Product Really knowing customers Delivering freshness
Information on service quality
Information to people

8. Advancing Technology High tech becomes high touch
Technology for expertise
Centralized reservations
Cross-selling
Front and back of house
Point-of-sale systems

9. Daily Count Number of guests Arrival-rate distributions
Human resources decisions

10. Information Flow between Levels
Organizational levels
Simple to complex
Purposes:
Reinforce cultural decisions
Motivate employees
Educate employees to enhance guest experience

11. Decision Support Systems

12. Using Data to Drive Decisions
Modeling decisions
Economic ordering quantity
Statistical analysis
Data mining

13. Using Information Market segmentation
Identification and targeting of best and worst customers
Collaborative filters

14. Problems with Information Systems
Information overload
Focusing on numbers
Bad information
Maintaining security
Value versus cost
Learning the system

15. Hospitality Organization as an Information System
Integrated systems
Primacy of information
Increasing capacity
Reducing need
Everybody online
Implications for service