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Hospitality Information Systems: Direct Reservations

In: Business and Management

Submitted By Estee2005
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Hospitality Information Systems: Direct Reservations Team A University of Phoenix BIS 303 October 22, 2012

Direct reservations tool comparison was created to compare single reservation methods with reward programs reservation methods. Two hotels were used to for the comparisons; Hyatt and Hilton. The summary will analyze similarities and differences found between the two hotels; and also between the two reservation methods by way of a matrix comparison tool. Also, we will answer how organizations leverage the information gathered to form a aggressive edge; and how reward programs support those goals more effectively than single, direct reservations. Competitive Advantage Competitive advantage can be derived from various sources. The information that Hyatt and Hilton gathers from its patrons is no exemption. Whether a customer is a rewards member or passing through for a single night, both chains acquire the name, phone number, address and credit card information. Hilton requests the email address and pet preference, while Hyatt obtains bed and special requests for single reservations. Even without a customer’s enrollment in a rewards program, Hilton can use the e-mail addresses provides to market products and even promote its own rewards program. Hyatt’s requested information is primarily useful to save for customer convenience which may contribute to Hyatt being rated best in customer service. By tracking the times that the customers travel and where customers travel, which would allow Hyatt and Hilton to offer incentives via mail or e-mail. Hilton offers incentives for customer use of corporate partner Budget...

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