Hospitality Information
Systems and
Technology
Back Office Systems
Systems Security &
Maintenance
Downtime
Back Office systems
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Generally consists of four types
• Payroll/personnel systems
• Accounting systems
• Marketing systems
• Executive Information Systems
Payroll/Personnel Systems
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Usually starts with an electronic time
clock
Time clocks now allow easier
transferring between departments
Have multiple rates
Allow for instantaneous reporting of
wages
Up to date reporting is important
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Full service hotels generally spend 32% to
36% of revenue on direct labor
Just reducing labor is not the answer
Managing labor to make sure an
organization has the right amount on hand
to provide the necessary level of service
Labor is often viewed purely from a cost
standpoint – which can have negative
impacts on guest satisfaction
Use Your Tools

Design a broader approach taking
into account these key areas of
impact
• Guest service levels and guest
satisfaction
• Internal service levels
• Employee satisfaction and retention
Determine Your Objectives Up
Front
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Focus on:
• Cost reduction expectations
• Integration of service standards
• Impact on employee satisfaction /
retention
Keep in mind the following
factors:
 Executive sponsorship and support
 Review labor cost figures continually on a
departmental and classification basis
 Departmental benchmarking
 Skill assessments and effective training
 It’s good for the employees – let them
know it
 Do it now
Key to effective labor
management through uses of
technology
 Eliminates unnecessary work through
processes
 Helps organizational structures find
opportunities to improve effectiveness
 Sets and monitors labor standards
 Assists in forecasting & scheduling
 Helps in analyzing data
Accounting Systems
 The back bone of financial reports
 Usually contains:
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General ledger
Statement of operations
Departmental statements
Balance sheets
Accounts receivable
Accounts payable
Marketing Systems
 Sales & Catering Systems
 Internet / Web Sites
Executive Information
Systems
 Gives management the ability to turn large
amounts of operating statistics & property data
transactions into consolidated information
 Quick overviews for better, timely decisions
 Can be important as revenue management,
guest satisfaction and properly targeted CRM
marketing campaigns
Types of Reports
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Daily Revenue Reports
Forecasting
Payroll Management
Consolidated Reporting
Some Topics to Address in an EIS
System
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Infrastructure needed
What level of approval and ROI is
needed to get the project rolling
Any new emerging technology?
Maintaining your competitive
advantage
Infrastructure
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The best systems are built from the
ground up
Connect all systems together – PMS,
POS, CRS, GDS, Sales & Catering,
Payroll
Making a More Efficient Manager
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Instant access to data
• Yesterdays payroll costs
• Bookings by market segment
• Forecasting
• Average check trends
What ROI might you expect?
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Payroll
Automation
Productivity enhancements
Forecasting and budgeting process
Systems Security & Maintenance
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Detailed guest and operational statistics are
among the most valuable of any property’s
assets
Computer data is much more comprehensive
than manual data, but can be much more
vulnerable
Dangers to All Types of Data
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Dangers to electronic data
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Physical dangers
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Fire, flood, etc.
Additional dangers
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Flexibility and interconnections open databases up to
more outside threats, either deliberate or random
Need to reach a happy medium in security &
functionality
“ The only completely secure
system has no inputs or
outputs, is encased in concrete,
and lies at the bottom of the
sea”
Real world systems interact with
the outside world
Main Threats to Computer Systems
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Human fallibility
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Environmental
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Electronic
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Operational
Human Fallibility
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The weakest link in system security
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Software is written by people
Data entry errors
Dishonesty
Environmental
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Situations or events that threaten the
structure of the system
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Fire
Flood
Wind
Rain
Power losses
Loss of network connections
Protections Against Environmental
Concerns
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Fire – basic physical security. Smoke
detectors, fire suppression systems
Floods/Water Damage – Locate the
computer room away from outside walls or in
the basement. Install double ceilings.
Power failures – UPS, backup generators,
dedicated power circuits, line conditioners,
surge protectors
Protections Against Environmental
Concerns
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Network communications – include a
secondary means of communication
Practice – learn to run on a manual system
Protections Against Electronic
Concerns
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Outside attacks from hackers or viruses
receive the most publicity
Most successful attacks are “in house” by
someone exploiting holes in standard
software, or taking advantage of “wide open”
PC’s and servers
Protections Against Operational
Concerns
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Data entry errors
Carelessness
E-mail attachments
Patches to fix software holes
are readily available, yet not
kept up to date
It is important to keep up to date
on software developments and
should be a vital part of any
property’s system maintenance
plan
Security in Everyone’s Responsibility
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Security is not just the system administrators
job
Even with the most current updates, antivirus software & PC browsers set to identify
risky attachments, all users must be trained
to be aware & exercise good judgment about
security risks.
Stay alert !
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Scan any and all attachments with anti-virus
software before opening
Precautions to Take Against Electronic
Attacks
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Anti-virus software
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Firewalls
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Security patches
Anti-virus software
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Install it and use it!
Update files should downloaded regularly
Every two weeks is not too often
Updates should be distributed to all
workstations via sign on scripts
Hoax Viruses
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Chain letter type e-mail
Do not contain damaging codes
Like regular chain mail, clogs up the system
by urging the recipient to keep passing it on
Firewalls
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A separate device or a software program (or
both) that separates the property network
and the Internet
Restricts the types of messages sent in and
out, and/or restricts access to certain web
sites based on pre set parameters
Can mask the availability of com ports on the
server & IP addresses on network PC’s,
hiding them from potential hackers
Denial of Service Attacks
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One of the most useful things a firewall can
prevent
Denial of service attack – small software
programs downloaded by hackers to
unsuspecting company servers, all triggered
to activate at once sending messages to a
single target server
Mobile Users
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Access through the firewall must be subject
to specific authentication procedures, i.e.
tightly controlled passwords, physical keys
plugged into their laptops
Can use a Virtual Private Network
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Encrypts all messages using any Internet
connection
Firewalls can track user activity
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A good monitoring system helping to keep
everyone “honest”
Should something go wrong, can be a very
useful tool in tracking down the source
Security Patches
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Security patches are corrections to software
code to close any “loopholes” that may be
found by hackers to a system
Should always be put in place as soon as
they become available
Never put a PC or server into service with
default configurations or passwords
Other Items
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Modems – Individual workstations should not
have local modems. All outside access
should be routed through the company HSIA
with the firewall in place
Only exception – mobile users.
Network Documentation
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Network mapping software applications –
auto detect and record all parts of the
network, identifying which PC’s and servers
are connected
It has been known to find system parts in
place but totally unsecured
Electronic Security is a never
ending process
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Keep up to date
Monitor developments
Prioritize them for your property
Keep a sense of awareness about
real versus suspicious threats
Periodically invest into a security
consultant to check vulnerabilities of
your system
Security is Everyone’s
Responsibility
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All users are responsible to some
extent for maintaining the integrity
and usefulness of the property’s data
Education and reinforcement =
policies and procedures
Multiple levels of security
Restricted Access
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All good systems can be set to restrict
individual users access to various
combinations of menu functions
Don’t want to restrict too much. Users
must have access to all areas that affect
their work
Set up audit trails for program access
Immediately remove password privileges
for terminated employees
Policies and Procedures
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Establish and maintain written
policies and procedures on system
use
Require all users to sigh agreements
on established policies and
procedures
• Raises security awareness
Typical Policies and Procedures
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Standard software only (company
provided)
No personal storage devices
Personal usage
Responsible use of passwords
Computer Room Security
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Computer room security must be
maintained at all times
Locate away from heavy traffic areas
if possible
Access on an “as needed” basis
Self locking door
General Security Principles
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Regular system backups
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Complete system documentation
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Security audit checklist
Backups
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Two types
• Manual operational procedures
• Electronic
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Software & data backups – essential
• Can get you up and running with
minimal loss of information and revenue
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Manual backups
• For severe emergencies only
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Downtime reports
Documentation
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Gain efficiency and peace of mind
Makes it easier to parts of the
network & rebuild if necessary
• One to cover hardware – physical
schematic
• One to cover software – different
applications and their interfaces
Security Audit
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Checks to see that every aspect of
the operation is recognized and
covered
• Backup procedures
• Documentation
• Physical access
• Password management
Downtime Procedures
No matter what precautions we take, there
will eventually be a need for computer
systems to be down
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It’s not a matter of if, but of when
Two Types of Downtime
Short duration – less than 8 hours
Long duration – greater than 8 hours
Short Duration Downtime
Causes / Reasons
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Regular system maintenance
System errors of short duration
Power outages / weather
Long Duration Downtime
Causes / reasons
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Major system errors/ maintenance
Weather – hurricanes, tornadoes, floods, etc.
Short Duration Downtime Reports
These reports should be run every day, at
least twice a day, “just in case”
Downtime reports should provide all
essential hotel status & guest billing
information
Run sufficient copies for each department
Reports to run at a minimum
In-house guest list
Room availability list
Expected departures list
Expected arrivals list
Guest ledger
Guest credit status
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Cash basis
Approved credit
Reports to run at a minimum
Guest messages
Room availability at least one month out
Vacant room status (housekeeping)
Guest folios
Room change report
Early departures
All room status
Extended Downtime Status
Guidelines – each property is different, o
there is a need to “fine tune” guidelines to
the specific property
Key to running manually – GOOD
COMMUNICATION
Maintain guest service as much as
possible
Quick Response Checklist
Alert all management staff
Shut down all systems as quickly as
possible
Distribute the most recent downtime lists
Prepare for a manual audit
Issue radios to management staff
Key management Staff Roles
General Manager
Systems Manager
Front Desk manager
Front Desk Supervisors
Front Desk Agents
Reservations Manager
PBX Supervisor
Outlet Managers
Housekeeper
Controller
Night Manager
General Manager
Oversees operations
Makes and approves all operational
decision – especially those affecting guest
issues
Systems Manager
Determines magnitude of problem –
estimates down time
Maintains status of all correctional
activities in process
Notifies response team of severity of
situation, and recommends degree of
contingency to implement
Supervises repairs
Keeps management updated
Front Desk manager
Coordinates front office activity with
systems & reservations mangers
Supervises all front desk activity
Monitors controls & audit trails
Supervises runners
Keeps outlets updated with guest
information
Documents observed / perceived
operational problems for review / revision
Front Desk Supervisors
Monitor and control registration functions
Maintains room status control sheet
Maintains walk in list
Communicates status changes to
housekeeping
Supervises re-entry of data to system
Front Desk Clerks
Control filing of guest charges and
maintenance of current balances
Supervise generation of source
documents
Assist with posting of charges
Reservation Manager
Distributes updated room availability reports to
all agents
Supervises manual booking of reservations
Maintains manual reservations files
Maintains manual future rooms availability chart
Maintains communication with outside
reservation systems
Supervises re-entry of reservations
PBX
Maintains and updates telephone
reference list with help of front desk
Maintains manual message log
Assures that messages are distributed to
guests
Forwards any phone charges to front desk
for posting
Outlet Managers
Coordinate contingency plan with systems
manager
Supervises manual operation of outlets
Assists in balancing process
Responsible for manual check distribution
Controller
Coordinates accounting activity with the
system manager
Supervises accounting contingency plan
Supervises all data reconstruction
Assists front desk with maintaining guest
ledger
Monitors all cash and credit card activity
Housekeeper
Coordinates manual room status control
with front desk
Establishes initial room status report
Supervises vacant room inspections
Supervises distribution of updated room
status lists
Supervises manual assignment of room
attendants
Night Manager
Performs regular audit functions
Generates manual audit reports
Balance all hotel accounts
Assists in restoration of data
All Management Staff
Remain in constant communication
Regular inter department meetings
Keep guests updated as much as possible
Returning to Automated
Operations
• Process the first days work
• Make sure that any interface
systems that were not down did
not buffer information & begin
automatic posting
• Perform a full rooms &
operations audit
• Run a night audit process