Managing internal operations
Hotels need ICTs to manage their inventory. Hotel chains in particular use group-wide systems to focus on the management for single properties as well as the distribution through a variety of electronic distribution channels. Most hotel properties around the world operate a property management system (PMS) that enables them to integrate their ‘back-office’ operations. As a result they can improve general administration, as well as specific functions such as accounting; marketing research and planning; yield management; payroll; personnel management; and purchasing at individual properties. Increasingly these functions move on Intranet platforms, improving interfaces and allowing easier employee training. PMSs were also introduced to facilitate the front office, sales, planning, and operation functions.
This was achieved by employing a computer reservation system (CRS) to administrate a database with all reservations, rates, occupancy, and cancellations (Frew and Horam, 1999;
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