A modern hotel is a complex set of functional units, the coherence of which determines the success of the enterprise in the market. Considering current trends in the hospitality industry and increasing competition, there is an increasing need to ensure the efficiency and accuracy of the work of staff and the hotel complex as a whole. The solution to this problem is possible only through the introduction of hotel automation systems, that is, the introduction of Automated Hotel Management Systems (ACS) (in English - Property Management System (PMS)).

An automated control system for hotel complexes is a set of integrated subsystems that create an effective environment for interaction between employees, clients and business partners - travel agencies, corporate clients and tour operators. And although the price of such systems is high, according to research by Microsoft Corporation, most hotels in the West (especially chain hotels) periodically install a new management system. This is caused by the pace of growth of competition and technological progress - if previously hotels changed technical equipment on average every 7-9 years, today - every 3-5 years, and the trend towards a reduction in this period continues.

The most popular in this market are Western systems - “Micros Fidelio”, “Lodging Touch LIBICA”, Hospitality Enterprise Resource Planning “Cenium”, Epitome PMS, Amadeus PMS, OPERA; Russian developments - “Nimeta”, “Edelweiss”, “Hotel”, “KEI Hotel”, “UCS Shelter”, corresponding modules of the Galaxy and Parus corporate systems.

Almost all Western hotel software providers have a version of their PMS specifically designed for remote use. These systems are developed using Internet technologies: ASP (Application Server Provider) and “client-server” based on SQL (Standard Query Language). In Russia, these products are represented by the KEI Hotel and Nimeta systems.

The introduction of automated systems in Russian hotels began in the mid-90s. Regarding the processes of automation of activities, the domestic hotel business is inferior to the Western hospitality industry. Thus, within the Marriott Corporation, about 300 highly qualified programming specialists are engaged in the support and development of software products that determine the operating technologies and reporting of executive directorates of hotels scattered around the globe. However, the development of such products alone amounts to approximately $120 million annually, which is considered a cost savings per hotel.

There are three main criteria for assessing the feasibility of investing in automated hotel management systems:

1. Achieving a competitive advantage.
2. Increased work productivity.
3. Maximum use of available hotel resources.

The main requirements of hotels for automation systems are:

— Powerful functionality for managing tariff policy, room capacity and guest services;
— Use of all existing sales channels for hotel services (Internet, GDS (Global Distribution System), call centers);
— Wide possibilities of financial control and audit;
— Management of profit centers (rooms, restaurants, bars, fitness, laundry, business center);
— Organization of events (congresses, banquets, conferences);
— Availability of interfaces with automatic credit card authorization systems;
— Availability of interfaces with peripheral systems (interactive TV, telephony, locks, minibars, energy management);
— Possibility of implementing regular guest programs and participating in airline bonus programs;
— Calculation of commission payments due to travel agencies;
— Possibility to make group bookings with a flexible system of individual payments to guests;
— Reliability and fault tolerance;
— Maintenance and round-the-clock support.
— Constant development of systems in accordance with market requirements.

All of the above tasks are solved using automated systems. The choice of system depends on many hotel parameters: the size of the room capacity, the availability of additional services (communications, pay TV channels, electronic keys, spa), location, and number of guests.

Programmable telephone exchanges (Alcatel, Ericsson, Siemens, NEC, Defmity, Meridian, GDX, Bosch, Panasonic) are designed for the provision of communication services by the hotel. If the PBX has special software for hotels, the system can support station management functions: online call charging with simultaneous recording.

Among the access control systems for pay TV channels, General Satellite and Guest-Link are common.

Room access control systems (electronic locks) are becoming increasingly popular. The most well-known systems in this area include the American VingCard, the Swedish Timelox, the Spanish TESA, and the Italian CISA.

However, the basis of any hotel automated control system is the PMS, or room management system. It contains information about its current status, accommodation, expected guests and their accounts.

Today, the most common automated hotel systems that are used in world practice are:

1. Hotel management system (PMS - Property Management System):
Micros Fidelio, Lodging Touch LIBICA, Epitome PMS, Amadetis PMS, OPERA, Optima, Cenium, Nimeta, Edelweiss, Hotel 3, KEI Hotel, UCS Sheiter, Parus-Hotel, Galaxy;

2. Restaurant management system (Point Of Sales):
Epitome POS, InfoGenesis POS, Rkeeper, Micros, Parus-Restaurant, 1C: Enterprise 8: Restaurant

3. Event management system (Sales & Catering):
Sky ware Hospitality Solutions Sales and Catering, OPERA Sales & Catering Full Service

4. Telephone Management System:
Alcatel, Ericsson, Siemens, NEC, Definity? Meridian, GDX, Bosch, Panasonic

5. Key System:
VingCard, Timelox, TESA, CISA, Salto, Onity, Messerschmitt, Saflok, Inhova

6. System of electronic minibars (Mini-bar System):
Fidelio Suite 8, Opera Property Interfaces

7. Interactive television system (Video Services System):
General Satellite, GuestLink

8. Energy Management System:
StruxureWare software, Powerstar, Hotelstar

9. Credit Card Authorization System:
Mercury Payment Systems, Tsys Acquiring Solutions, Heartland Payment Systems

10. Warehouse accounting and costing system (Food & Beverage):
Quintiq, Libra F&B

11. Financial and accounting system (Accounting System):
Scala, Navision, 1C

12. Central Reservation System:
Amadeus, Saber, Apollo, Galileo, Worldspan, Abacus, Infini, Core CRO

13. Internet reservation system (Web Reservation System):
Genares, Pegasus IDS Systems

14. Human Resource System:
Faraon, mySAP HR, ScaiaHR, E-Staff, 1C

15. Security System:
Access Control Systems, 2-WAY 9000 Remote Start

Business processes to be automated in a hotel can be divided into two blocks: front office (external business processes) and back office (internal business processes). The front office of hotels refers to structural units, employees who directly interact with clients from marketing, reception and accommodation, reservations and sales, support and service. However, the business is always based on internal back-office processes - structural divisions, hotel employees, who, as a rule, do not interact directly with clients - services for the production of hotel services, finance, personnel, supply, logistics, and the like.

Considering a hotel enterprise as a set of functional departments, we obtain the FOLLOWING structure of an automated hotel management system:

— Database on the server;
— Receptionist module (room module);
— Restaurant module;
— Administrative module;
— Accounting module;
— Additional functional modules,

Automated workstations are connected by a local computer network, providing comprehensive management of all departments and services of the hotel.

The core of the hotel automation system is the Room Fund Module (Carrier Workstation), the main tasks of which are the following:

— submitting a request with information about the reservation (name and coordinates of the guest, terms and parameters of the reservation, its identifier);
— searching for a number that satisfies the request, reserving it;
— client’s arrival, identification and registration;
— control of regular maintenance (cleaning, delivery of newspapers, breakfasts, etc.);
— information about payment for accommodation, services, deposits made (guest account balance);
— warning about the expiration of the period of residence and the procedure for eviction and settlement, or extension of the period for the provision of accommodation services.

The tools of a typical automated management system include an information warehouse, MOLAP multidimensional analytical processing tools, and a library of standard reporting and analysis forms. In addition, such systems contain a business intelligence system designed to carry out multidimensional analysis and strategic business planning throughout the enterprise. The use of such a set of tools allows you to timely obtain the necessary information for marketing and strategic analysis of the enterprise’s activities in order to expand market share, increase revenue and increase hotel occupancy.

To evaluate hotel performance, the business intelligence system uses key performance indicators used in the hotel industry, such as average revenue per room (RevPAR), average revenue per guest (RecPAC), average selling rate (ADR). In addition, the system allows you to consider enterprise performance indicators in various sections with flexible options for detailing information.

Thus, modern integrated automated management systems, combining all the vital elements of the hotel business into a single cycle, make it possible to minimize profit losses at all stages, effectively control the work of staff, and improve the quality of service.

At the same time, the greatest return when using modern computer management systems can be expected from increasing the efficiency of management decisions regarding the positioning of the hotel, the dynamics and development of the industry.

A promising area of ​​automation in the hotel industry, which is actively developing, is the “Smart Home” concept, which means even closer interaction of hotel management systems with automated control systems for utility networks, energy saving, and the like.

Today, most domestic hotels are implementing automation systems that meet modern requirements. The functional part of different systems is similar, the differences are only in the approach to solving the same problems. At the same time, the special value of automated control systems lies in the integration of automation tools into global reservation systems (GDS). These include the four major global booking systems: Amadeus, Galileo, Saber and Worldspan. Together, these systems account for approximately 500,000 terminals installed in hotels around the world, representing about 90% of the market: it is no coincidence that they are called the “golden four”.

The hospitality industry is an important component of the economy of many countries around the world. The modern hospitality industry is characterized by rapid changes in economic conditions, improved quality of services, and the continuous entry of new participants into the market, including foreign ones. These changes have a strong impact on the financial position of Ukrainian hospitality enterprises. The competitive advantage of hospitality industry enterprises depends on innovations in the field of information technology, such as: firstly, integrated automated control systems, and secondly, systems related to data storage and intelligent processing.

For hotels, the issues of comprehensive automation of booking processes for settlements with guests, agents and tour operators, problems of facility security and economic activity are becoming increasingly relevant.

graduate work

1.7 Comparative analysis of existing hotel information systems

The following will be selected as IPs working in the field of medium-sized hotel business:

· CINIMEX: HOTEL

Amadeus Property Management System

Amadeus Property Management System is a powerful comprehensive automation system for all hotel departments, which combines several modules - Hotel Management (FrontOffice), Marketing and Sales (Sales&Marketing), Conferences and Banquets (Conference).

Amadeus PMS is a flexible solution for hotels of any type and size. The set of modules and functions can be customized individually for a specific hotel. This allows small private hotels to reduce costs by selecting only the features they need. A unique version of Amadeus Multiproperty PMS has been developed for large hotel chains, which allows several hotels to simultaneously work in a single database.

Amadeus PMS offers a wide range of key management reports and analytical information on all key hotel performance indicators. These are more than 100 prepared reports for financial management, marketing strategy, night audit, statistics. Additionally, the program allows you to develop non-standard reports of any complexity in the CrystalReports generator.

Amadeus PMS is fully integrated with Microsoft Office products. This makes work easier for users and significantly expands opportunities for business communication with guests and partners.

Amadeus PMS supports a large number of interfaces with other systems - restaurant, telephone, pay television, access control, building life support management.

AmadeusPMS is adapted to working conditions in Russia and the CIS countries. The system is multilingual and supports 18 languages.

AmadeusFO is the central module of the system for automating the main hotel services. The system helps the enterprise in developing and implementing a flexible tariff policy, in effectively managing the number of rooms, and offers a wide range of possibilities for working with guest accounts.

· A convenient and easy-to-use graphical interface with a customizable user menu simplifies the process of guest check-in and other operations in the reception service, which will allow you to pay more attention to the guest and improve the quality of service

· A single database of one or more hotels will allow the use of common files, history, rates and service packages, which will save the administrative costs of the enterprise

· The AmadeusMultiproperty version for hotel chains supports the advanced centralized reservation system CRS and has interfaces with GDS/IDS sales systems. Sales can use this mechanism to significantly increase utilization rates and improve profitability

· The accounts receivable module makes it possible to quickly issue invoices and control cash receipts from companies. You can also take advantage of special functions for clients who do not live at the hotel, but use its services, for example, payment for banquets

· Registry functions help control all operations related to cleaning and room status. Using special reports and forms, the system will automatically distribute the work of maids for cleaning or changing linen

The main task of this product is to maintain records of accommodation, hotel reservations and room occupancy planning. The main features of the program are: accounting of numbers and places; accounting of the state of the room stock; accounting for clients, maintaining their history and archive; maintaining customer cards; room reservations (collective and individual); accommodation of guests; automatic search for reservations, changing reservations and canceling them.

The selection of rooms is made based on the client’s wishes (room category, availability of a balcony, telephone and other amenities): from those currently available, the one that satisfies the request is selected. If there are no such reservations, the reservation will be transferred to the “waiting” list.

All data about the departing guest is transferred to the archive. If necessary, a card is printed containing complete information about his stay at the hotel. The available data can be used if the client stays at the hotel again.

The system allows you to generate a report on available rooms for a specific date with the ability to select by category, group of rooms and with a breakdown of totals by category. A division of access rights in information for different users is provided. Identification of the latter is carried out by entering a name and password. You can track exactly what changes a particular user has made.

CINIMEX: HOTEL

The company offers the “Cinimex: Hotel” configuration, created for enterprises providing hotel services, hotels themselves, holiday homes, boarding houses.

Using this program, you can register clients, make room reservations and plan hotel occupancy, extend stays or carry out relocation, keep records of lodging and room rentals, and make payments to clients.

In addition, “Cinimex: Hotel” allows you to manage the accommodation of clients, including on the basis of agreements with legal entities, to control the condition of the room stock (rent, repairs, cleaning, etc.); generate summaries and operational reports on loading, maintain a “black list” in which so-called problem clients are included.

The configuration contains a number of specialized directories: room stock (rooms), their categories, types of guest accommodation, services, tariffs. In addition, the program contains several general-purpose reference books.

In the 1C: Enterprise program system, on the basis of which the configuration was developed, daily data is entered using documents. The program allows you to register requests for accommodation, book rooms or places in them. Applications can be accepted not only by telephone and fax, but also by e-mail. When booking a new guest, the program checks whether he has previously lived in the hotel or whether he is on the “black list”.

Definition of criteria

1. Room planning -

Availability of an interactive and scalable hotel occupancy plan with a full display of all occupied hotel rooms

Possibility to change the number loading plan

Using the “drag&drop” function, you can easily move a guest or transfer a reservation to another room and change the dates of stay directly from the graphic room plan

Printing individual reports on the distribution of clients by number

2. Room reservations -

Centralized reservation system CRS and global distribution systems GDS/IDS, allowing you to make an interactive room reservation from anywhere in the world via the Internet

Using the global room category makes booking groups much easier because... does not require specifying a specific room category at the booking stage

Ability to change data both in individual guest bookings and for the entire group as a whole

Calculation of the full cost of the stay, taking into account changes in packages, rates and other booking details during future stays

Constant accruals with different periods: daily, upon check-in, on certain days of the week, etc.

Quickly and conveniently change billing details

3. Room management:

Room stock status tracking

Management of room statuses, number and via telephone interface

Check-in and check-out reports

Managing rooms “under renovation”

Maid distribution report

Printing individual room assignment reports for maids

Formation of outfits for maids

4. Working with the client base requires the following capabilities:

Full guest history.

Unified guest file database

Ability to take into account information about additional services

Storing all changes with the date, time and name of the user who made the change

5. Work control

Full tracking of all changes made to the IP

Special service for automatic printing of "emergency" reports

6. Cost and quantitative accounting

Possibility of full accounting of the number of rooms

Comprehensive accounting of the client base

Calculation of the total cost of living

A log of all financial transactions with the ability to search and select transactions

7. Automatic creation of reports and forms; availability of regulated reports and forms

Ability to create reports based on various criteria (reservation, occupancy, date of entry of the client)

Custom reports

Archive of reports

8. Integration - the ability to fully integrate with other software products

9. Modifiability - the ability to make changes to the system in accordance with the needs of the consumer

10. Security -

Security via SSL3 and TSL protocols

Comprehensive database protection

11. Administration - intended for the work of the system administrator and other employees who provide system maintenance, “supervise” the operation of all modules and ensure consistency in the actions of various enterprise services when working with the system.

Analysis of IP according to selected criteria is presented in Table 1.2

Table 1.2 Comparative analysis of existing IS

	Factor of importance	Amadeus Property Management System		Sinimex: HOTEL
		Degree acc.		Degree acc.		Degree acc.
Room planning
Room reservation
Room management
Working with the client base
Work control
Cost and quantitative accounting
Automatic generation of reports and forms
Integration
Modifiability
Safety
Administration
Final score:

The methodology and procedure for calculating the indicators in Table 5 using the SMART method was given above.

All three information systems under consideration have a Russian-language interface and experience of implementation in the CIS countries.

The AmadeusPropertyManagementSystem system most fully satisfies the functional and technical requirements, however, the delivery of the system has a very high cost, since it contains a much larger volume of implemented functions compared to other systems, including those that are not used within this subject area, but can be used in the future.

The Sinimex: HOTEL system is in second place in terms of the degree of compliance of the standard delivery of the system with functional and technical requirements, but it has limitations in terms of planning hotel rooms. And this system will require the installation of separate servers and the creation of an appropriate infrastructure for their maintenance.

In last place is the ServioHotel system.

The AmadeusPropertyManagementSystem and Sinimex: HOTEL systems have a host-centric architecture with one central server - all information is stored in a centralized database and is available for processing at any time for all participants in the process. At the same time, these systems place slightly higher demands on the throughput and reliability of communication channels (WAN).

Based on the analysis of the above listed functional and technical requirements, it is necessary to conclude that in order to fully satisfy the requirements of the subject area, it is necessary to develop our own system that will cover not only all the advantages of the systems under consideration, but also eliminate their disadvantages, taking into account features of the subject area.

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Information- this is information about the surrounding world - objects, phenomena, events, processes, etc., which reduce the existing uncertainty, incomplete knowledge, are alienated from their creator and have become messages (expressed in a certain language in the form of signs, including those written on material medium), which can be perceived by transmission by people orally, in writing and in other ways (using conventional signals, technical means, computing means, etc.).

To denote a set of management tasks associated with information systems, the American specialized literature uses the concept of Information Management, which implies both internal management tasks in the environment of information systems and issues of its use to solve various problems in the field of the core activity of the enterprise.

Scope of information management in a broad sense - a set of management tasks at all stages of the life cycle of an enterprise, including actions and operations associated with information in all its forms and states, and with the enterprise as a whole based on this information. At the same time, the problems of determining the value and efficiency of using not only the information itself (data and knowledge), but also other resources of the enterprise that, to one degree or another, come into contact with information - technological, personnel, financial, etc. must be solved.

Information management in a narrow sense, it is a range of management tasks, primarily of a production and technological nature, the solution of which ensures the achievement of the enterprise’s goals in its main activities through effective coordinated management of both the elements, processes and resources of the information system itself, and other elements, processes and resources of the enterprise. In these management tasks, information systems and the information technologies implemented in them are used to varying degrees.

The concept of “information management” as an independent concept appeared in economic computer science quite recently - in the late 1970s. Its emergence can equally be attributed to both the need to increase efficiency when making responsible decisions in the field of informatization itself (internal tasks of information management), and to those requirements that began to be taken into account in more detail when analyzing situations in the field of core activities (external tasks of information management) ( Fig. 7.5).

Rice. 7.5.

Depending on the purpose, we can distinguish such areas of hotel business information systems as general-purpose software products and specialized computer technologies, divided into hotel management packages and financial management packages.

In the modern hotel business, the area related to information flows is one of the most poorly studied, and their specifics are not clearly defined. As a result of the movement of information, financial and service flows in the process of activity of a hotel enterprise, areas are formed where the highest concentration of all flows is observed at the same points in time. These are the so-called key points or nodes of overlapping resource flows, which are interconnected and influence each other’s characteristics. In such nodes, the organization of management impacts on flows is preferable and most effective, because one management impact can be aimed at changing the parameters of all resource flows.

In Fig. 7.6 shows a schematic representation of hotel business information systems.

Rice. 7.6.

Creating information support systems for hotel information management is a modern important task that can be solved by organizing a separate service directly involved in the collection, storage, processing, transmission of information, as well as contacts with all hotel services; the latter, in turn, transmit the required data to this service, and subsequently receive the necessary information, which contributes to the efficient conduct of business.

For example, the organizational support system in a hotel may be as follows: the management of the entire structure is carried out by the general director, and his power and competence includes ready-made information in its entirety, which is presented to him by the information management department. Other hotel services must provide the information department with data on their activities in a predetermined form. The information department processes data, classifies and draws conclusions so that any department of the hotel can use the ready-made information. The organizational support diagram for information management is presented in Fig. 7.6.

Computer centers have their own specific employee orientations - management or data management (data administrator) or management of information and computer networks (network administrator).

The tourism industry is so diverse and multifaceted that it requires the use of a wide variety of information technologies, ranging from widespread technologies for working with text, spreadsheets and databases to the use of specialized software products that automate the work of an individual travel company or hotel, and global computer networks and satellite navigation systems. The variety of information technologies and systems used in tourism is shown in Figure 1.2.

Automated management systems in tourism - control systems for the production and service process in tourism enterprises and organizations. They serve to create an effective tourism structure that allows for comfortable working conditions for staff through their professional development and management of their business careers. The functionality of these systems should provide input, editing and storage of information about tours, hotels, clients, and the status of applications; provide for the output of information in the form of various documents; calculation of the cost of tours taking into account exchange rates, discounts, control of payment for tours, generation of financial statements;

translation of export-import data into other software products (Word, Excel, accounting programs) and other functions. Such systems are presented on the market in two versions: for small offices - installed locally on each computer and used by individual employees; for medium and large companies - installed as a distributed system on a group of computers: all data is stored in a single database, each manager individually manages only information about his applications, the director or senior manager exercises control and has access to all data in the database. Examples of such systems are: SAMO-Tour (SAMO), Leader-Tour (FREND), TourManager (Tourism Technologies Center LLC), Master-Tour (Megatech), TurWin, Charter, Ovir (Arim-Soft), Tourist Office ( “Tourist Technologies”), Intour-Soft (“Intour-Soft”), ANT-Group (ANT-Group), Edelweiss, Barsum, Rekonline (Rek-Soft), etc.

Rice. 1.2. Information systems in the tourism industry

Computer booking systems – international booking systems. The most famous of them are global distribution systems (Global Distribution System, GDS), whose representatives are: Amadeus, Galileo, Saber, Worldspan. Initially, such systems were developed for booking airline tickets, but later they also began to include the ability to book hotel rooms, sea cruises, car rentals, etc. These systems are discussed in more detail in the second chapter of this manual.

Information Systems

Global General Purpose Systems

Global computer network Internet

Electronic payment systems

Satellite navigation system

Telephone network

Assistance systems

Information and legal systems

Multimedia systems

General purpose control systems

Electronic document management systems

Customer relationship management systems

Electronic business systems

Tourist destination systems

Office systems

Automated management systems in tourism

Computer booking systems

Geographic information systems

The global computer network Internet is a worldwide system for storing and transmitting information that unites computer networks at various levels (regions, states, scientific organizations, etc.) based on the TCP/IP network protocol stack.

Satellite navigation system is a complex electronic and technical system, consisting of a set of ground and space equipment, designed to determine location (geographical coordinates and altitude), as well as movement parameters (speed, direction of movement, etc.) for ground, water and air objects.

Currently, there are two satellite navigation systems operating in the world - GPS and GLONASS.

GPS (Global Positioning System) - a global positioning system - allows you to determine the location and speed of objects anywhere on Earth, in almost any weather. It has gained great popularity among travelers, people leading an active lifestyle, fishing enthusiasts and motorists.

GLONASS (Global Navigation Satellite System) is the sum of unique technologies, the fruit of many years of work by Russian designers and scientists. GLONASS consists of 24 satellites. They are located at specified points in high orbits. Satellites continuously emit special navigation signals towards the Earth. Any person or vehicle equipped with a special device for receiving and processing these signals can, with high accuracy, determine their own coordinates and speed of movement anywhere on the Earth and near-Earth space, as well as bind to the exact time.

Telephone network is a system of switching nodes, telephone exchanges, lines and channels of the telephone network, terminal subscriber devices designed to provide telephone communications to subscribers.

Electronic payment systems are settlement systems between financial organizations, business organizations and Internet users when buying and selling goods and for various services via the Internet, for example: EasyPay electronic money, the “Raschet” payment system, the iPay mobile payment system, interbank non-cash systems payment systems BELKART, international payment system in the WebMoneyTransfer network, international payment system Mastercard.

Customer Relationship Management (CRM) systems – for automating enterprise business processes related to customer service, such as the work of sales, marketing, call centers and departments specializing in service support. You can define CRM as a system whose work is aimed at achieving the main goal: creating a conveyor for attracting new and developing existing customers. At the same time, minimization of the human factor when working with them and absolute transparency of activities in the areas of sales, marketing and customer service are achieved. For travel business enterprises, a CRM system ensures the preservation of a complete history of relationships with clients and partners, the creation of a mechanism for effectively managing work with partners and agents, improving the quality of work of managers, increasing customer loyalty, creating a price calculation tool, etc. The most famous examples of such systems are amoCRM , ASoft CRM, Bitrix24, CRM Monitor, Marketing Analytic, Triumph Analytics, Data Analyzer, EasyABC Plus, OROS Enterprise.

Electronic document management systems (EDMS) are organizational and technical systems that ensure the process of creating, access control and distribution of electronic documents in computer networks, as well as providing control over the flow of documents in the organization. In fact, an electronic document management system is any information system that provides work with electronic documents. Today, systems of this class can be considered not only as a tool for automating classical office work tasks, but also as a means of working with various internal documents (contracts, regulatory, reference and design documentation, documents on personnel activities, etc.). EDMS are also used to solve applied problems in which an important component is working with electronic documents: managing interactions with clients, processing citizens' requests, automating the work of a service department, organizing project document flow, etc. Examples of electronic document flow systems include: Directum (Directum ), DocsVision (DocsVision), GlobusProfessional (Prominfosystems), PayDox (Paybot), 1C: Document Flow (1C), Boss-Referent (BOSS-Referent), BUSINESS (Electronic Office Systems), EUFRAT (Cognitive Technologies), MOTIV ( Motive).

Electronic business systems (e-business) are systems for implementing basic business processes based on modern Internet technologies, integrated with enterprise information systems.

Examples of this group of systems are tools for developing corporate portals and e-business systems: Liferay Portal (Liferay), InfoExchange Portal (BroadVision), CleverPath Portal (Computer Associates, CA), Enterprise Information Portal (Hummingbird), WebSphere Portal Server (IBM), SharePoint Portal Server (Microsoft), Oracle 9iAS Portal (Oracle Corporation), Borland Enterprise Studio for Windows, DeskWork (Softline).

Office systems are software products for performing general user tasks that do not have a subject orientation, but allow partial automation of the routine daily work of a travel agency. These programs include publicly available office applications: for working with text (for example, Word word processor), for processing spreadsheets (Excel spreadsheet processor), for working with local databases (Access database management system).

Legal information systems (LIS) are systems for storing reliable legal information with effective search and analytical capabilities for a wide range of specialists. They provide quick access to legal information and provide the ability to quickly work with it. The most well-known examples of such systems in Belarus are “Etalon”, “Business-Info”, “ConsultantPlus”, “Expert”, “Usias”.

Multimedia systems are interactive computer developments, which may include music, video clips, animation, galleries of pictures and slides, various databases, etc. Among the main areas of application of multimedia technologies in tourism is the creation of electronic reference books, catalogues, museum and tourist guidebooks, advertising videos, etc. Electronic guidebooks allow you to virtually travel along the proposed routes, view these routes in active mode, receive information about the country, objects along the route, information about hotels, campsites, motels and other accommodation facilities, get acquainted with the system of benefits and discounts, as well as legislation in the field of tourism. In addition, these catalogs may contain information about the rules for processing travel documents, tourism formalities, tourist behavior patterns in extreme situations, etc. The client can plan a tour program, select it according to specified optimal parameters (price, system of benefits, transport system, season, etc.). Multimedia technology creates a new level of interactive “human-computer” communication, when in the process of dialogue the user receives more extensive and varied information, which helps to increase the efficiency of professional activities, training and leisure. Creating a multimedia product is possible using programming languages ​​or specialized software tools, such as Adobe Director and AuthorWare (Adobe), Formula Graphics (Formula), Multimedia Creator, etc.

Geographic information systems (GIS) are systems for presenting consistent spatial and attribute information related to objects. The use of GIS is a promising area in tourism and recreational design and development of territories. GIS examples: ArcInfo, ArcView, ArcCAD, MapInfo, AutoCADMAP, Bentley. More information about these systems can be found in section 1.4 of this manual.

The chapter examines the functional features of hotel enterprises, and concludes that for their successful operation, automated control systems are needed that meet the modern level of development of information technology. The history of the development of automation of hotel enterprises is considered. Information management systems for hotel enterprises existing in the tourism market are presented. The characteristics of software products for the hotel business presented on the Russian information tourism market, both from Russian manufacturers and Western developments, are given. Their distinctive features are considered, characteristics are given, and their advantages are analyzed.

Functional features of hotel enterprises

A hotel enterprise is a complex corporate system, the successful functioning of which requires automated management systems that meet the modern level of development of information technology. The primary tasks of hotel management are the provision of quality hotel services and highly professional hotel management. Complex automation of hotels, including automation of booking processes, settlements with guests, agents, tour operators and business activities, is becoming increasingly relevant for enterprises in the hotel industry. Increasing competition in the hotel market and the growing needs of customers require the hotel to be able to quickly respond to all fluctuations in market conditions. Coordinated and synchronized execution of all business processes of a hotel enterprise is impossible without obtaining operational information about the work of all departments of the hotel. To develop competent and timely management interaction, the use of a hotel automation system is required.

The first automation systems in the hotel business appeared in the 60s. XX century IBM, at the initiative of the largest hotel chains InterContinental, Sheraton and Hilton, has developed the Hotel Information System (HIS) software product. Subsequently, many analogues were created on its basis, automating hotel management processes. In other countries, active development of software and hardware modules for hotel automation began in the mid-1970s.

In Russia, automation of the management of hotel complexes was carried out several decades ago - in the era of the creation of the first automated enterprise management systems. At that time, the development of individual information systems to order for a specific hotel was mainly carried out. This kind of approach is still practiced now, but it is not promising, since creating custom systems has become economically unprofitable. In addition, to date, quite a lot of different management systems for hotel complexes, both foreign and domestic, have been developed, among which you can choose the most suitable one. If necessary, you can always make additional modifications taking into account the peculiarities of the functioning of a particular hotel. Modern hotel information technologies began to be actively used in most cases with the arrival of world-famous hotel brands or hotel chains on the domestic market.

Automation of hotel enterprises involves covering all departments and services of the hotel, including administrative and management, room management, commercial services, engineering and technical services, catering and personal services, as well as various departments offering additional services.

Hotel service is a leading branch of the service sector. The current state of the hotel services market is characterized by a high level of competition, a variety of types of basic and additional services provided, and an increase in the level of service. From the point of view of organization and management, hotel complexes are complex systems that consist of various interrelated services. The main typical services of a hotel enterprise are as follows:

• administrative service;
• room management service (reception and accommodation service);
• service department, which is directly involved in serving guests;
• housekeeping service, which provides servicing of hotel rooms;
• commercial service;
• food service;
• engineering and technical service;
• security Service;
• support services.

The room management service carries out the main business processes for booking rooms and receiving and serving guests, and in many ways it determines the quality of the services provided. From this point of view, this service is one of the main objects primarily subject to automation. This unit includes reception and accommodation service workers ( front office), room service staff ( housekeeping), integrated service department, including doormen, bellhops, porters, car drivers, security service, etc.

The main functions of the service include:

• room reservations;
• reception, registration and accommodation of guests;
• accepting payment for services provided and preparing the necessary documentation upon departure of guests;
• providing a variety of household services to guests;
• maintaining the sanitary and hygienic condition of the rooms.

The administrative service carries out the main business processes related to the management of the hotel complex as a whole, coordination of the activities of all hotel services, resolving financial issues and staffing, control functions, etc. Typically, this service includes the director and top managers of the hotel, accounting, financial services, human resources department, etc. From the point of view of information processes, this service represents the core that should unite all hotel services informationally.

Employees of this block, as a rule, have the most complete access rights to all information operating in the hotel management system.

The commercial service is usually represented by marketing and advertising departments, which perform tasks related to market research, competitors, identifying the needs of regular and potential guests, developing and implementing advertising campaigns, public relations activities, etc. The main goal of this service is to promote the existing hotel product, as well as develop proposals for the creation of new types of services that are highly likely to be in demand in the market. From an information point of view, the main block of information necessary for work is provided by the reception and accommodation service. It is on the basis of this data that marketing research is carried out.

The food service includes restaurants, bars, fast food establishments, cafes, buffets, etc. This service provides one of the main components - the preparation and sale of food, which is part of a comprehensive hotel product. In the structure of a hotel enterprise, this is one of the most important services that directly provides services to guests. Informationally, the food service is a relatively independent structure, but is nevertheless connected with the reception and accommodation service, since planning and forecasting sales volumes directly depend on the number of guests.

Engineering and technical services are engaged in the maintenance of heat and water supply systems, air conditioning, electrical devices, communication and television broadcasting systems, etc. From the point of view of managing this subsystem, the main attention should be paid to the automation of process control. Informationally, this service should be connected with the room management service, from where information about technical malfunctions in the room stock usually comes.

The security service ensures the personal safety of guests and the safety of their property, which is the most important parameter for the quality of service in any hotel. Employees of this service are responsible for damage caused to guests during their stay at the hotel. To ensure the safety of guests, technical means are used, including television cameras that monitor public and office premises, electronic locks, individual safes, centralized storage of client property in a storage room and a safe deposit box.

Ancillary services provide additional paid services. This may include hairdressers, saunas, solariums, gyms, swimming pools, etc. Informationally, these services are connected with the reception service, which receives information about additional services received, the cost of which is taken into account when issuing a guest account.

Organizing the operation of a hotel complex with maximum efficiency and at the level of modern international requirements is possible only with the use of modern computer technologies. The issue of comprehensive automation of all business processes of a hotel enterprise, including reservations, registration and check-in of guests, settlements with them, is very relevant for all hotels. Hotel management automation systems include many functions, including:

• automation of hotel management systems, so-called pms systems (property management system)",
• online hotel booking system;
• hotel personnel management system;
• hotel security system;
• automation of bars and restaurants;
• access control system for hotels.

Many software products on the market in the field of hotel business automation have proven themselves in practice and are constantly being improved and updated by development companies in accordance with user needs. In many software products, at the installation stage, parameters are configured to suit the needs of a specific hotel. In addition, development companies maintain their software products and train users, as a rule, at their workplaces in real-time operation of the system. All this contributes to the widespread introduction of standard software products in the field of hotel business.

Among foreign hotel information systems, the most famous were the Fidelio and Lodging Touch systems. A number of developments by domestic companies have been created to provide automation of hotel complex management, including software products "Edelweiss", "Reconline", "Barsum" (company "Rek-Soft"), the HOTEL-2000 system (company "Intursoft"), software complex "Russian Hotel" (company "Service Plus" together with the company "East Concept"), systems "Hotel-Simple" and "Meridian-1" (company Nortel), system Kei-Hotel (company Kei-Company).

In accordance with the specifics of the work of hotel services, hotel automation makes it possible to increase the speed and quality of daily duties of all hotel employees, including the receptionist, cashier, and manager. Specialized software for the hotel business automates typical business processes of a hotel enterprise and allows you to solve problems such as:

• creating cards and maintaining customer profiles;
• room reservations;
• organization of accommodation of guests;
• accepting payment;
• cash management;
• performing accounting operations;
• generation of statistical data and much more.

Most software products on the market

to automate hotel management they have a modular structure, and the configuration of a specific software product depends on the specifics of the hotel enterprise (Table 4.1).

An effective corporate hotel information management system is an important competitive advantage in the hotel business. Hotel automation is one of the main advantages of hoteliers, which opens up many opportunities for them. With it, business will meet high international standards and bring the desired satisfaction and profit.

Table 4.1

Modern automated hotel management systems

Ending

Complex hotel automation provides up-to-date information about the state of the room stock, the number of reserved or occupied rooms, which is necessary for ongoing monitoring of the activities of the room stock management service. Hotel management information systems allow you to automate the execution of routine tasks assigned to staff. Automation allows you to minimize the likelihood of errors in the work of staff when booking and checking in guests, the so-called human factor, which leads to a decrease in the quality of service. At the same time, a high level of information interconnection is achieved between various services, which increases the efficiency of the hotel staff and the quality of customer service. The effect of automation of hotel management is especially high for medium and large hotels, in which the volumes of processed operational information are large.

Information systems make it possible to accumulate various types of information about the activities of a hotel enterprise, which is the basis for conducting a comprehensive analysis of its activities, while increasing the level of controllability of various business processes, reducing the likelihood of abuse by hotel staff, and significantly improving the quality of management decisions. In general, the introduction of modern information technologies into the management system of a hotel enterprise makes it more manageable. Management receives up-to-date data on the operation of the hotel at the current time, has the opportunity to make informed management decisions, and also build development forecasts based on available retrospective data on the activities of the hotel enterprise.

Thus, automation systems for hotel management are not only a tool for operational management, but also create an information base for making long-term management decisions.

In addition to management functions, the systems offer additional opportunities to improve the level of service for guests. The customer becomes the center of attention and receives personalized service as systems accommodate guest preferences. The process of providing services becomes simplified for the client. The system stores profiles for every guest who has ever stayed at the hotel. On his next visit, this information can be used to quickly accommodate the guest and personalize his service.