“The number one benefit of information technology is that it empowers
people to do what they want to do. It lets people be creative. It lets people
be productive. It lets people learn things they didn't think they could learn
before, and so in a sense it is all about potential.”
Steve Ballmer, CEO, Microsoft Corporation
CHAPTER THREE
SOFTWARE: THE ESSENCE OF
COMPUTERS
Chapter Three Outline
Software
Operating Systems
Customized Software
Software Quality
Word Processing
Electronic Spreadsheet
Database Software
Presentation Graphics
Integrated and Workflow Software
Unleashing Executive Brainpower
What is software?
 Pressman:
“Software is (1) instructions (computer programs) that
when executed provide desired features, function, and
performance; (2) data structures that enable the programs
to adequately manipulate information; and (3) documents
that describer the operation and use of the programs.”
 Sommerville:
“Computer programs and associated documentation.
Software products may be developed for a particular
customer or may be developed for a general market.”
Software Characteristic
 Software is developed or engineered; it is not
manufactured in the classical sense.
The cost of developing software is focused in engineering process, so the
software project cant be managed as in manufacturing project
 Software doesn’t “wear out”.
 Although the industry is moving toward
component-based construction, most software
continues to be custom built.
a software component should be designed and implemented so that
it can be reused.
Software
© 2008 Jupiter Images Corporation

Software: The computer programs that control the
electronic hardware and perform processing tasks for the
user. There are two types of software: operating system, a
master control program informing the computer how to
function, and application, used for performing generalpurpose (e.g., word processing) and industry-specific (e.g.,
inventory control, accounting, sales and marketing, table
management, etc.) tasks.

Programmers: The creators of software who are
responsible for designing, coding, debugging, and
documenting computer programs.

Programming Languages: Software programs are written
or coded using a particular language, such as COBOL,
Java, and C++.

Flowchart: A diagram showing how a program works . It
also used to understand, evaluate, and design information
systems. Click on this Video Link: A demo of Microsoft
Visio 2007 that helps IT and business professionals
visualize systems and processes.
Flowchart
Operating System Tasks
“Walk-In”
 Provides User Interface. Two types of interfaces are Command
Line Interface (CLI) ( commands typed or selected from textbased menu) and Graphical User Interface (GUI) (standard
menu, mouse or touch screen and graphical icons or other
visual indicators are used). For example, one front office
system the “Walk-In” task, represented by a pair of footprints,
is selected by positioning the mouse pointer on the icon and
clicking.
 The most recent trend is Web-enabled hospitality applications
that use an Internet browser to display application pages in a
GUI format.
© 2008 Jupiter Images Corporation
Operating System Tasks
© 2008 Jupiter Images Corporation
 Manages the File System. Groups data into logical
compartments for storage on the disk, which is filled
with directories (file cabinets) and subdirectories
(drawers) where files (folders) are kept. Files are kept
organized by using a consistent naming scheme that is
understandable and easily remembered by users (e.g.,
short, common names) and storing related files in the
same directory. Windows Vista offers an “Instant
Search Function” within the Explorer window to locate
files difficult to find. This allows users to search for
files by extensions (e.g., abc.doc where “doc” is the
extension), filenames (abc.doc), or keywords within
the documents.
Operating System Tasks
© 2008 Jupiter Images Corporation
 Manages the Hardware. The operating
system acts as the intermediary between the
programs and hardware. For example, when
a printer (e.g., Hewlett Packard Color
Laserjet) is added in Windows, it is
automatically accessible in all other
programs.
Operating System Tasks
 Supports Other Programs. The operating
system acts as the intermediary between the
programs and hardware. For example, when
a user requests a word processing program to
list word processing document files available
on the USB flash drive, it calls on the
operating system to perform this task.
Operating Systems
Linux Mascot
 Operating System Types: Although Windows and its predecessor,
DOS, have dominated the hospitality computer market, Unix and
Linux are gaining in popularity due to their power, flexibility, and
portability. Unlike Windows and DOS, Unix and Linux are based
on open standards like the Internet, allowing them to run on
virtually any computer. Click on this Video Link: Dell - Linux 101.
 Selecting an Operating System: A key consideration when
selecting an operating system is the availability of the
application. For example, a restaurant company selected Linux, a
free operating system similar to Unix, because the software
license fees and the computing costs were lower than other
operating systems. It took the restaurant, however, five years to
find a suitable Linux point of sale solution, a key application in
any restaurant operation.
© 2008 Jupiter Images Corporation
Customized Software
 Software development has not been able to satisfy the demand for
custom software. Consequently, most hospitality users rely on
prepackaged business applications.
 Hospitality vendors are now designing software programs to provide
customizable screens, reports, menus, and user interfaces. Click on this
Video Link: A discussion on creating customized solutions for restaurants.

In 1920, it was predicted that every man, woman, and child would have to
be a telephone operator by 1960 to accommodate people using
telephones. Oddly enough, this became a reality because telephones
were created that everyone could easily afford, understand, and operate.
Likewise, future computer operators will begin to look more and more
like programmers equipped with sophisticated tools allowing programs to
be expeditiously created and modified with use.
 Exciting developments are on the horizon where end-users will play an
integral role in the reaching the next stage of the software revolution.
 Example: MARSHA, HOLIDEX, OnQ
© 2008 Jupiter Images Corporation
Software Quality - FURPS

Functionality – Refers to program capabilities and features. Functional
software helps employees to do their jobs quickly and easily and to provide
consistent, responsive, and quality customer service. Click on this Video
Link: An Orbitz systems analyst discussed the importance of functional
Web sites and applications.

Usability – Refers to the “user-friendliness” of software. Friendly software is
adaptable, understandable, predictable, responsive, self-explanatory,
forgiving, efficient, and flexible. Due to the high turnover rate there are
many naïve (lacks hospitality and computer experience) and novice users (
hospitality experience with some computer experience). This precludes a
direct command system (e.g., select guest checkout function key F1) and
requires a menu command system where the user is presented with a list of
choices and prompts. Some hospitality programs have incorporated both a
menu and direct command system to accommodate all users: naïve, novice,
and competent/expert users (have solid computer and hospitality
experience). Click on this Video Link: Microsoft founder Bill Gates discusses
the importance of usability and how the human-computer interface has
evolved.
Software Quality - FURPS
Usability Principles
 Provides self-explanatory choices.
 Information is presented in organized fashion allowing the user to quickly
spot the appropriate command or choice.
 Screen layouts are carefully formatted with appropriate font sizes and
colors and not too much information.
 Task and key descriptions are precisely defined and easily understood.
 Related tasks are grouped together Tasks should also be grouped according
to their sequence of use, frequency of use, function, and importance.
 The user always know where he or she is located in the program.
 The system keeps the user informed of system status and when problems
are encountered.
 The system responds to user requests within 10 seconds.
 Task and keyboard/input definitions are consistent throughout the
program.
 Uses appropriate color combinations.
Software Quality - FURPS
 Reliability – Refers to the number of software defects or
errors. Click on this Video Link: Troubleshooting software
errors. A reliable program produces accurate information and
provides the ability to quickly recover from software errors
without jeopardizing the integrity of files. Click on this Video
Link: Testing for software bugs.
 Performance – Refers to program speed and response time. A
front office program requiring a user to execute eight steps to
print a guest folio impedes organizational efficiency and
customer service.
 Supportability – Refers to the ability to service and maintain a
program. Reputable software vendors have well-trained
customer support staffs.
Word Processing
© 2008 Jupiter Images Corporation
Features (Click on this Video Link: Overview of Microsoft Office Word 2007)
Click on this to see the Microsoft Word Tutorial)





Research. Provides convenient access to the Internet within the application to research
a particular subject.
Tracks Changes. Denotes all proposed revisions within the document, including
insertions, deletions, and formatting changes. This feature is especially helpful for those
collaborating on a document.
Translator. Translates text into another language. In the global hospitality market, the
need to communicate in a language other than English may arise. Machine translation is
helpful for basic subject matter. However, for important and sensitive documents,
human translation is recommended because machine translation may not convey the
meaning and tone of the text.
Document Inspector. Assures that documents contain correct information and not
anything that should not be shared with other people. This feature reviews the
document for hidden data or personal information, such as authorship, e-mail headers,
send-for-review information, routing slips, printer paths, file path information for
publishing Web pages, comments, revision marks from tracked changes, versions, and
ink annotations.
Grammar Checker: Examines a document for common grammatical errors. It may
provide some useful suggestions but sometimes gives inappropriate advice. It should
not be used by the grammar-impaired.
Word Processing
Features






Spell Checker. Identifies misspelled words, typos, repeated words (e.g., from
from) and incorrect capitalization (fFrom). Spell checkers contain over 400,000
words and frequently flag correctly spelled words. Dictionaries can be selected
based on the target audience (e.g., British). Words not found can be added to the
spell checker’s custom dictionary. It is important to remember that spell check
does not replace good proofreading.
Auto-Check. Automatically corrects misspelled words.
Aut0-Summarize. Identifies the key points in a document and creates a summary
for others to read
Style Checker. Checks a document for readability. For example, a Hemingway
short story is written at a fifth grade level according to one style checker.
Thesaurus. Suggest synonyms for any word. It is best to choose simple words.
Other Features. These programs can create watermarks (e.g., confidential
appears in the background on each page), visible and invisible digital signatures,
multicolumn documents, and the automatic generation of indexes and tables of
content. They enable the insertion of graphics, video clips, sound files, charts, and
illustrations to grab the reader’s attention. They can do equation editing, drawing,
and mail merges, the combining of names and addresses with a form letter. Mail
merge, for example, can be used to personalize e-mail newsletters by inserting
each contact’s first and last name at a designated point in the e-mail.
Word Processing
Features


Desk Top Publishing. Since word processors can merge text and
graphics on the same page, they can do basic desk top publishing,
an inexpensive production system for generating typesetting quality
text and graphics. A word processing program can efficiently create
a five-page newsletter or a simple brochure with only a few graphics.
Multiple Views. For example, a document can be viewed in a number
of different ways in MS Word 2007. The “Outline View” shows the
structure of the document, enabling the user to rearrange content by
clicking and dragging content to new locations. To check through a
document quickly, the user may either select a “Draft View,” which
hides images and graphics, or a “Full Screen Reading View,” which
displays two pages of the document at a time. The “Web Layout”
view displays the document as if it were an online document.
Electronic Spreadsheet
Click here to see Microsoft Excel Tutorial
© 2008 Jupiter Images Corporation
Column
A
Row
B
C
D
1
Hotel
Labor Cost
Sales
Labor Cost %
2
XYZ
$330,000
$1,000,000
33%
33% is found
in Cell D2, which has
the following formula “=B2/c2”
Features (Click on this Video Link: Overview of Microsoft Office Excel 2007)



Function Formulas. A spreadsheet provides a number of ready made formulas for
performing a series of operations on a specified range of cells. Formulas have been
developed for database functions, date and time functions, financial functions, logical
functions, mathematical functions, statistical functions, etc. To identify which cells are
used in a formula, Excel 2007 provides a “Formula Auditing” tool that draws blue arrows
from the current cell to all of the cells on the worksheet involved in the calculation.
“What if” Analysis: Once data is entered into the spreadsheet, the user can modify the
spreadsheet without reentering the data and manipulate the numbers to project various
situations such as: “ What if we increase our menu prices by 5%.”
Report and Graph Generation. Spreadsheets are used for budgets, forecasting and
decision models, numeric analysis, schedules, invoices, inventory, payroll, accounts
payable, etc.
Electronic Spreadsheet
Features

Naming Function. This feature enables the user to name a cell (or
range of cells) that can be referenced in a formula (e.g., +A1*markup
rate). Referring to a cell by a name, rather than by the cell location,
also makes reading, constructing, and debugging formulas far easier.
 Move and Copy. Spreadsheet data can be moved from one place to
another as well as duplicated, including formulas.
 Links Spreadsheets/Worksheets. This is useful for consolidating
data from multiple spreadsheets (e.g., master consolidated sales
volume spreadsheet for a restaurant chain), creating different
views of the data, and streamlining complex models (e.g., breaking
down a complex spreadsheet into smaller, interdependent
spreadsheets saves time and memory).
Electronic Spreadsheet
Features
 Macros. A mini programming language that enables a user to store a
list of commands in a template executed by one key stroke,
automating tedious and frequently repeated tasks such as a weekly
labor analysis.
 Restricts Access. Spreadsheet applications are used daily by
accountants, auditors, and other employees. They provide information
ranging from bank reconciliations to financial statements submitted to
regulatory agencies. Because of the sensitivity of some spreadsheet
data, unauthorized access to spreadsheets and unwarranted or
unauthorized altering of formulas, data, and formatting can have
negative consequences. For example, a disgruntled employee at one
international company downloaded an Excel spreadsheet of all
employee salaries to a USB drive. “The employee quit before anyone
noticed the breach and emailed the Excel spreadsheet to every
individual in the company. As you can imagine, the consequences were
devastating” (www.searchsecurity.com). This situation could have been
prevented if the password protection controls available in Excel had
been utilized.
Database Software
“By putting people in touch with data, we empower people.” Michael
Jordan, Former Chairman, Pepsico International Food & Beverage
Division
© 2008 Jupiter Images Corporation
Features (Click on this Video Link: Overview of Microsoft Office Access 2007)
Click here to see Microsoft Access Tutorial



Used for a variety of applications. A database program is used to store, retrieve,
and sort information. Database applications have been developed for almost every
facet of a hospitality business including operations (e.g., reservation system),
accounting (e.g., inventory control system), sales and marketing (e.g., keeping
contact with customers), human resource management (e.g., keeping track of
personnel information), and knowledge-based expert systems (e.g., online
customer self-service system).
Personal Information Manager. A type of database application that holds a user’s
personal data and is especially convenient for businesspeople who use mobile
devices (e.g., Blackberry) far afield. Common functions include automated
calendars, schedulers and appointment books, project managers, expense reports,
to-do lists, outliners, and phone and address books.
Contact Manager. Expands on the basic principles of personal information
managers by relating the database across the tools in the application. It integrates
contact lists and information with schedules and related tools to automate
communication, mailing, and telephone activities.
Database Software
Employee Directory Table
Column = Field
Row= Record
Features




Last Name
First Name
Address
City
Zip Code
State
Tel. #
Hire Date
Collins
Galen
1 Rose Lane
Flagstaff
86001
AZ
928-523-4333
06-01-1987
Cobanoglu
Cihan
201 Thomas
Newark
19716
DE
302-831-4333
06-01-2000
Different Structures. There are a number of different ways to structure databases.
Some can manipulate a collection of data just a table at a time: This is called a flatfile database. The classic example of a flat-file is a database consisting of a small,
fixed number of fields such as name, address, and phone number.
A relational database allows data to be retrieved or updated from several tables at
once. For example, when the reservation record for Don Shula is completed, the VIP
and guest history files will be updated.
An object-oriented database does not store data in tables but as objects, such as
customers, suppliers, and reservations. An object is a single entity combining data
(e.g., customer photograph) and methods (e.g., print photograph). These reusable,
self-contained program units can communicate with each other (e.g., customer
object sends a message to a reservation object). A key advantage of this database
structure for some applications is that it can significantly increase the speed of
information retrieval. In 2006, Starwood Hotels and Resorts deployed an objectoriented database for its central reservation system. This significantly increased the
throughput of reservation inquiries. As a result, room prices could be adjusted in
real time according to supply and demand to improve occupancy and yield rates.
Database Software
Features
 Report Generator. Enables users to design comprehensive reports.
 Automation Tools. Programming languages, application generators,
and scripts are used to develop database applications. Programming
languages, such as dBase (object-oriented language), enable
programmers to develop turnkey applications. Application generators
are used for simple jobs where the user points and clicks his or her way
through menus while the application generator produces the
programming code. A script, the least powerful tool, contains a list of
command and key strokes selected by the user to automate a common
task (e.g., running a particular report).
Presentation Graphics
Click here to see Microsoft PowerPoint Tutorial
© 2008 Jupiter Images Corporation
(Click on this Video Link: Overview of Microsoft Office PowerPoint 2007)
An Effective presentation:

Concentrates on the message and basic information.
 Relates well to the audience.
 Avoids acronyms and abbreviations.
 Does not use jargon specific to a narrow field.
 Allows viewers in the back row to read material without straining.
 Limits the content of each slide to less than five lines to keep it crisp and to the point.
 Cites precise figures only when they truly serve an important purpose.
 Uses flat, bold images to convey information when realistic images are unavailable.
 Uses sound color theory and light type and graphics on a dark background.
 Directs the viewers’ eyes through the graphic frame, moving first to the most
important information.
 Use no more than two font families.
 Select templates appropriate to the message and image and enhance readability. Use
the same colors and fonts throughout the presentation.
Integrated Software
Integrated software is an effort by the software
industry to combine a number of software
capabilities into a single package with a common
set of commands and rules for its use. This allows
a user to perform a variety of tasks without
having to switch programs or learn different
commands and procedures to run each one of
them.
Integrated Software
Microsoft Office is an example of an integrated software
package. It includes:
 Microsoft Word – A word processing application
 Microsoft Excel – A spreadsheet program.
 Microsoft PowerPoint – An application for creating slideshows.
 Microsoft Outlook – An email program and personal
information manager.
 Microsoft Access – A database application.
 Microsoft Publisher – A desktop publishing application.
 Microsoft Groove – An application for creating collaborative
workspaces for sharing files and working on projects.
 Microsoft InfoPath – An application for designing and filling
out forms to gather and reuse information throughout the
organization.
Workflow Software
© 2008 Jupiter Images Corporation
Workflow Software involves the automated movement
of documents or items through a specific sequence
of actions or tasks related to a business process. At
each stage in the workflow, an individual or group is
responsible for a specific task. Once the task is
complete, those responsible for the next task are
notified by the software and receive data needed to
execute it. For example, a hotel company could use
workflow software to handle customer complaints
consistently from their onset to the final resolution.
Unleashing Brainpower
© 2008 Jupiter Images Corporation
Information technology can be used to unleash
the immense intellectual power of the brain,
a super bio computer. Information tools such
as word processors, spreadsheets, idea
generators, and graphics packages, stimulate
creative thinking, facilitate the organization
and analysis of ideas and information, and
enable problems to be solved more
comprehensively and rapidly. Click on this
Video Link: Brainstorming software.
Interface vs
Integration
Interface
TRANSLATOR
Call Accounting to PMS
Interface
Call Accounting
PMS
Integration
• Common
platform
•Common
database
Integration
Call Accounting
PMS
COMMON DATABASE
XML
 XML (Extensible Markup Language) is a set of
rules for encoding documents in machinereadable form.
 OPEN TRAVEL ALLIANCE (OTA)
 Opentravel.org
 HOTEL TECHNOLOGY NEXT GENERATION
(HTNG)
 Htng.org