1. Evolution of Common Home/Office Technology Used for Online Training Component1990199520002002-6 Hardware8600 series 40Mb Disk 16Mb/RAM PentiumI&II 1Gb Disk 32Mb/RAM Pentium III 10Gb Disk 128Mb/RAM Pentium IV 40Gb Disk 356Mb/RAM SoftwareDOS W3.1 ProComm W95 ISP Browser W/ME ISP Browser Video Editor W/XP ISP Browser Video Format CodingUnixHTMLEditor/CoursewareCourseware Connectivity9600 Baud28kb/s56kb/s200>kb/s Host Server Interface UnixWebsiteCourseware- Platform Generation/Online1 G/OL2 G/OL3 G/OL4 G/OL Table 8.1

2. System SoftwareGeneral Use ApplicationsSpecific Use Applications DOS Windows Unix Linux Java Word Processors Spread Sheets Data Bases Media Players Presentations Computer Aided Design Computer Aided Manufacturing Point of Sale Property Management Software Global Distribution Software Table 8.2

3. Remote Employees Back Office Front Office Internal Employees SuppliersGuests Figure 8.1

4. Remote Employees Back Office Front Office Internal Employees SuppliersGuests Figure 8.2

5. Remote Employees Back Office Front Office Internal Employees SuppliersGuests Figure 8.3 B2B B2E B2C B2E

6. E-Business Systems ERP SCM Transaction Processing CRM Service Up-sell Cross sell Functional Systems BackFront EDI EAI Figure 8.4

7. Management Standard Reports Periodic Scheduled Reports—Standard reports generated on periodic bases. Examples include: Night Audit reports—daily. MTD budget reports—weekly. Variance reports—monthly. Exception Reports—Produced and distributed when something out of the ordinary occurs. Flash and Pop-up reports are examples. Demand Reports– Sorted and specialized reports available to managers through database report generators and SQL. Push Reports– Exception information “pushed” through the network to the workstations of all managers with a need to know. Similar to exception reports but distributed to a more specific group of managers. Table 8.3

8. Online Analytical Processing (OLAP) Automated analyses in environments that include data warehouses linked through a DBMS with data mining features. Consolidation—Chain home offices providing information by property, by city, by region, by district, by nation. Drill-Down—The opposite of consolidation. The chain home office can identify top producers at specific properties in ranking order and compare them with regional or national performance. Slicing and Dicing—Breaking information into segments or niches. Table 8.4

9. Decision Support Systems (DSS) Statistical software used to perform complex analysis of multiple variables. An example is a yield management program used to compare variables to enhance revenue management. What-If Analysis—Considers hypothetical scenarios. For instance, what if a disaster occurred in two major cities that immediately stopped business and leisure destination travel? Sensitivity Analysis—Specialized What-if analysis. For instance, how would different group profiles impact hotel retail sales? Goal-Seeking Analysis—Referred to as “How-Can” analysis. For example, how can we increase sales by 10% over the same period last year? Optimization Analysis—Provides templates for decisions to maximize profit or revenues. Again, Yield Management is a perfect example. Table 8.5

10. Field Record Records File Database Transaction Processing Process Control Management Reports File Point of Sale System InputReports Figure 8.5

11. Security & Energy Mgmt. HRIS Accounting & Finance PMS POS Convention Mgmt. System DBMS Figure 8.6

12. Housekeeping & Engineering Sales & Marketing Accounting & Finance Front Office POS Convention Mgmt. System PMS Figure 8.7 Reservations Night Audit

13. Hotel Front Office Concierge Inventory EngineeringHousekeeping Revenue Management Pricing Reservations Internet GDS Direct Call PMS Pricing Booking Settlement Cashier Status Check in/out G. History Folio Credit Card CIA Master Folio Group Block Room Info Hskp. Req Eng. Req Audit Key Cntrl Currency General Info Figure 8.8 Folio Room Keys Security Information

14. Point of Sale (POS) Network Casual Restaurant Entertainment Signature Restaurant Lounges Banquets Room Service Recreation Retail Shops POS Server PMS Night Audit Front Desk Mgmt Report Guest Folio Figure 8.9

15. Restaurant POS Network Cold Station Lounge Terminal Service Area Hot Station Dining Room Office Master Terminal POS to PMS POS to Chain POS to EDI Figure 8.10

16. Restaurant/Retail POS/EDI System Master Terminal Inventory Purchasing Storerooms Hot Station Outlets Accounting Vendors Master Terminal Orders Electronic Purchase Orders Receiving Delivery Reconcile order and invoice Electronic Billing Figure 8.11