...2015 TOURISM AND HOSPITALITY MANAGEMENT UNIVERSITY OF DHAKA 5/11/2015 2015 TOURISM AND HOSPITALITY MANAGEMENT UNIVERSITY OF DHAKA 5/11/2015 SMARTPHONE BASED SERVICES SMARTPHONE BASED SERVICES LETTER OF TRANSMITTAL | May 09, 2015 Jameni Jabed Suchana Lecturer Dept. of Tourism and Hospitality Management University of Dhaka Subject: Submission of Report. Dear Madam, While making the report we come across many hurdles and pleasant experiences. But the valuable experiences we have gained during the period will undoubtedly benefit us in the years ahead. This report has given us an opportunity to apply our theoretical expertise, sharpen our views, ideas, and communication skills, and bridge them with the real world of practical experience, which will be a good start for our future professional career. We realize that certain information enclosed in this report is not imaginary but real and should attach academic interest. We hope you would find the report in appropriate manner. We appreciate your cooperation and we hope you will call upon us with any queries occasioned by this report. We have tried sincerely to comprehend and translate our knowledge in writing this report. We enjoyed this project work and gladly attend any of your calls to clarify points, if necessary. Sincerely Yours Group : GLADIATORS Section: B (7th batch) Dept. of Tourism and Hospitality Management ACKNOWLEDGEMENT | Completion of this task has made us grateful...
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...ELECTRONIC WORD-OF-MOUTH IN HOSPITALITY AND TOURISM MANAGEMENT Stephen W. Litvin College of Charleston Ronald E. Goldsmith Florida State University Bing Pan College of Charleston Stephen W. Litvin is Professor of Hospitality and Tourism Management in the School of Business and Economics, at the College of Charleston (South Carolina); Ronald E. Goldsmith is the Richard M. Baker Professor of Marketing at Florida State University; and Bing Pan is Assistant Professor and the Director of the Office of Tourism Analysis at the College of Charleston. Address correspondence to: Steve Litvin, Department of Hospitality and Tourism Management, College of Business and Economics, College of Charleston, 66 George Street, Charleston, SC 29424. Phone 843-953-7317; Email litvins@cofc.edu Submitted June, 20, 2005 to Tourism Management Revised and resubmitted May 09, 2006 Second revision October 1, 2006 ELECTRONIC WORD-OF-MOUTH IN HOSPITALITY AND TOURISM MANAGEMENT Abstract Interpersonal influence and word-of-mouth (WOM) are ranked the most important information source when a consumer is making a purchase decision. This influence may be especially important in the hospitality and tourism industry, whose intangible products are difficult to evaluate prior to their consumption. When WOM becomes digital, the largescale, anonymous, ephemeral nature of the Internet induces new ways of capturing, analyzing, interpreting, and managing online WOM. This paper describes online interpersonal...
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...Overview This Research Paper evaluates the various techniques and modes of business communication followed in the hospitality sector. The main objectives of the research are listed below: 1. To understand and evaluate the communication system of a specific organization under Hospitality sector. 2. To evaluate the communication system during a crisis. 3. To evaluate the communication system that is used to convey any change in the organization i.e. Change Communication. The organization in focus for the study is Accor Hospitality, which is based in Hyderabad. Data for the purpose has been collected through Telephonic interview. The Table given below displays the various contents of the research paper. 1. Introduction to effective communication 2. Hospitality Industry 3. Introduction to Accor Hospitality 4. Interview Questions & Answers 5. Conclusion and new trends in communication INTRODUCTION The word “communication” derived from the Latin word ‘communicare’ that means to impart, to Participate, to share or to make common. It is a process of exchange of facts, ideas and opinions as a means that individual or organization share meaning and understanding with one another. In other words, it is a transmission and interacting the facts, ideas, opinion, feeling and attitudes. It is the ability of mankind to communicate across barriers and beyond boundaries that has ushered the progress of mankind. It is the ability of fostering speedy and effective...
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...Rodolfo Baggio Marianna Sigala Alessandro Inversini Juho Pesonen Editors Information and Communication Technologies in Tourism 2014 eProceedings of the ENTER 2014 PhD Workshop in Dublin, Ireland. January 21, 2014 Preface The advent of Information and communication technology (ICT) has had a paramount impact on tourism. The effects of this revolution continue to change the nature of contemporary tourism on a day-to-day base. The globalization of information, open innovation, better access, collaboration in a generation of information and technological convergence, have all contributed to the design of a new scientific paradigm. Thanks to our passion for research and to the continuous advancements in the technological ecosystem as well as the possibility of better understanding human activity and behavior we are on the threshold of a new era of the social science of tourism. This new social and technological paradigm affects tourism and human mobility in a way that gives the research process unheard-of possibilities. The current level of technological development allows for the construction of objects that are smaller, more intelligent and embedded in the environment and even wearable. These objects, which record and learn our habits are connected to the Internet and they have computing capabilities. They can also be interconnected and generate large quantities of information to benefit the environment in which they are located as well as the travellers that possess...
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...IT and Internet’s Impact on Tourism and Hospitality Industry: Implementations of technologies for Hilton Hotels Group. Demonstrate critical and evaluative interpretation and application of theoretical IT/ e-business concepts to a current tourism and hospitality market situation in order to build sustainable competitive advantage. I Introduction Accompanying the technological revolution of the 1990s there are many new opportunities and challenges for the tourism and hospitality industries. Since tourism, global industry information is its life-blood and technology has become fundamental to the ability of the industry to operate effectively and competitively. Poon (1993) suggests that the whole system of information technologies is being rapidly diffused throughout the tourism industry and no player will escape information technologies impacts. The report below gives an insight into the importance of application of information technologies and the use of Internet in tourism and hospitality industries. Two given strategic frameworks provide the analysis of the Internet and its impact on these sectors. This paper also aims to show how technological innovations and information systems can be beneficial for the hotel companies, by using the example of Hilton Hotels Group. II IMPORTANCE OF TECHNOLOGY IN TOURISM AND HOSPITALITY SECTORS Market wisdom today suggests that hospitality companies must embrace technology to compete against traditional competitors, as well as entrants...
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...Related Literature Related Studies Chapter III METHOD AND PROCEDURES Research design Research Environment •Historical Notes • Location Research Respondents Research Procedures Research Instrument Statistical Treatment Chapter IV Thesis Title <Title> Document of the Current System Hardware Setup Software and Application Used Document of the Proposal System Cost Benefit Analysis (CBA) Gantt chart Requirement Analysis Specification Data Flow Diagram System Flowchart Database Design Introduction Information Technology has brought different changes in the environment especially in the growth of advanced technology. Modern technology is used by many establishment either private or public in order to benefit the advantages that it brings to them. They use a computer as one of the devices to make work easier and faster. It is one of the aspects considered in order to gain accurate computation and easy manipulation of data and information in convenient way. This study reviews the development of approaches to reservations management in the hotel industry alongside models of the stages of development in information technology. An Online hotel reservation systems are increasing in importance and greatly facilitate cross border consumer activity. The Internet has enabled hotels to contract directly with a huge number of potential customers. It has also revitalized the role of agents and lead to a new type Of agent, the web agent or travel gate, selling...
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...EXECUTIVE SUMMARY (To summarize the whole paper) 1.0 Industry Background SAMA resort, located at Kuala Linggi Malacca, is a 5-acre resort area by a beautiful sandy beach, artistically landscaped with ten chalets and with the features of traditional Malay houses. The beautiful wooden chalets equipped with all the modern utilities signified the success of turning traditional Malay houses deserted by the youngsters who inherited them from their forefathers, could be salvaged and turned into fitting accommodations for tourists and holiday-makers. On average, the total amount of revenue earned from visitors is those who interested into food, accommodation and recreational activities at the resort. 2.0 Existing Manual Operation / Processes Most of the business operations and transactional activities are managed manually by the owner, En Annuar considering that it is a small-medium sized resort. The owner and employees of the resort perceived the implementation of Information Systems (IS) solutions into their business operations as tedious and unworthy having the mindset that it will be an expensive initiative on top of consideration of risk to deal with complicated procedures. 2.1 Customer Handling Process of room reservation manually had causing a lot of inconvenience and unpleasant experience to the customers. This will directly influence the sales and profit of the resort. During working days, the room reservation only can be done via phone booking in PJ office. If customer...
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...Target Market 7 5.3. Product Line 7 5.4. Promotion 7 5.5. Place 8 5.6. Pricing 8 5.7. Positioning 8 6. Implementation Plan 9 6.1. Marketing Organization 9 6.2. Activities, Responsibility and Timeline for Completion 9 7. Evaluation and Control 11 7.1. Financial Analyis 11 7.2. Market Share Analysis 11 7.3. Evaluation Analysis 12 References 13 Strategic Plan and Focus Section References 13 Appendices 15 Executive Summary 1 Introduction Marriott International is a global hospitality company that operates and franchises hotels and lodging facilities. The company primarily operates in America, Europe, Africa and Asia-Pacific. It is one of the leading lodging companies with more than 3,700 properties in 73 countries and territories worldwide. The company with its global presence and strong brand recognition is a formidable player in the international lodging market. Environment Analysis Marriott has been at the forefront of the hospitality industry since 1927. The company that began as a nine-seat A&W root beer stand is recognized today as a top employer and for its superior business operations, which it conducts based on five core values: put people first, pursue excellence,...
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...| Unit 1: Hospitality Environment | Feasibility Study (Mercure Resort Sanur) | Gino Severien (236594) | Joshua Ega Yus Pratama (286486) | Year 2 Module 2PBL Group 1HOSPITALITY OPERATIONS ENVIRONMENT | Assessor: Mark de Jong This is submitted in partial fulfilment of the requirements of the INTERNATIONAL HOTEL MANAGEMENT Academic Year 2013-2014 Declaration Form Hereby we declare that: 1. This work is composed by us. 2. This work has not been used in any way before. 3. The work of which this is a record is done wholly by us. 4. All verbatim extracts have been distinguished by quotation marks and the resources of our information have been specifically acknowledged. Friday, 17 January 2014 _____________________ Gino Severien _____________________ Joshua Ega Yus Pratama Table of Contents Declaration Form ii Executive Summary iv Preface v Introduction vi The Environment 1 Political 1 Economic 1 Social 1 Technological 1 Legal 2 Environmental 2 Competitor Analysis 2 Internal Analysis 4 TOWS 5 Choice 6 Implementation 7 Business Case 8 Scorecard or Dashboard 9 Bibliography 10 Appendices A Appendix 1: Overview of Mercure Resort Sanur’s Competitors A Appendix 2: Daily Revenue Report of Mercure Resort Sanur on 26 November 2013 B Appendix 3: NPV Calculation C Appendix 4: Co-operation Contract D Appendix 5: Assessment Sheet E Executive Summary A report titled Feasibility Study (Mercure...
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...CHAPTER ONE INTRODUCTION 1.1 Background Information A hotel is an establishment that provides lodging paid on a short-term basis. The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities For the purpose of this work a guest house is (also guesthouse) is a kind of lodging. In some parts of the world a guest house is similar to a hostel, bed and breakfast, or inn whereas in other parts of the world (such as for example the Caribbean), guest houses are a type of inexpensive hotel-like lodging and a hotel is a commercial establishment providing lodging, meals, and other guest services, both of which can be used interchangeably For this Project I would be using The Covenant University Guest House as my case study The Covenant University Guest house has 80 rooms which are divided into three categories; Executive deluxe rooms, mini suits and standard rooms. All rooms have intercoms, internet services and satellite television, it has a standard restaurant serving continental and national dishes,24hours room service, a mini mart, a gymnasium, laundry service with modern dry cleaning equipment, 3 large halls for exhibitions and conferences and a large secure cark park The Covenant University Guest house has 5 departments namely: 1. Housekeeping department 2. Laundry department 3. F&B(Food and Beverage) department 4. Accounting...
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...customer satisfaction and loyalty. As a result, stabilizing the endangered relationship with dissatisfied customers by using the effective service recovery strategies and procedures became the main focus of much customer retention to improve the competitive advantage of the hospitality organizations. In this research paper, we firstly indicate the unambiguous interpretation and crucial role of service recovery in hospitality industry. Therewith the paper point out the predict variables of service recovery which means the possible factors having great impact on the effectiveness of employee’s service recovery performance. Furthermore, the paper indicates the road to the effective service recovery which shows the viewpoints such as the customer-oriented commitment, empower the front-line employee and how to make brilliant recoveries. All of these statements are based on the numerous authority investigations with the real cases existing in today’s hospitality industry. The paper also discuss the failure prevention and service guarantees which are closely related to service recovery and introduce the dominant point “prevention is better than cure” . The goal of this article is able to help the hospitality firms develop better complaint handling policies, improve recovery procedures and recovery training, increase customer loyalty and ultimately improve their competitive advantage. Understanding of Service Recovery What is Service Recovery Service recovery...
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...Transportation Services in Hong Kong Learning Outcomes Assessed Learning Outcomes Assessed Feedback relating learning outcomes and assessment criteria given to students: Areas for Commendation Areas for Improvement General Comment Assessors Signature Overall Mark : Subject to ratification by the assessment board Moderators Signature Students Signature: You must sign this declaring that it is all your own work and all sources of information have been referenced: TLH307 International Tourism & Hospitality Management - Urban Tourism TLH307 International Tourism & Hospitality Management Urban Tourism Critical Evaluation of Customer Satisfaction of Transportation Services in Hong Kong Muhammad Norfarid Bin Farali Khan Student ID: 089101850 BSc (Hons) International Tourism and Hospitality Management The University of Sunderland Date of Submission: 18-Jul-2011 2 Muhammad Norfarid Bin Farali Khan BTTD1 0907A Bachelor Of Science(Hons) In International Tourism and Hospitality Management TLH307 International Tourism & Hospitality Management - Urban Tourism Table of Contents 1.0 INTRODUCTION ......................................................................................................................... 4 2.0 LITERATURE REVIEW .............................................................................................................. 6 2.1 Transportation and Tourism ....................................................................................
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...are being used with increase frequency in success schools at all grade levels and in all subject areas, as well as for special education, adult literacy programs, and college instruction. Information System has significantly transformed the way business is conducted. In today’s society it would be pretty difficult to find an organization that does not use some form of technology, automation or Information System to help run its operational and daily transactional process. According to this website www.google.comA transaction process system and transaction processing are often contrasted with a batch process system and batch processing, where many requests are executed all at one time. The former requires the interaction of a user. Where as batch processing does not require a user to be present. Also, in batch processing the results of each transaction are not immediately available. And, there is a delay while the many requests are being organized, stored and eventually executed. In transaction processing there is no delay and the results of each transaction are immediately available. During the delay time for batch processing, errors can occur. By contrast, and although errors can occur in transaction processing, they are infrequent and tolerated, but do not warrant shutting down the entire system.[] STI College Cotabato is a network of institution. It was established in 1993 with Mr. Omar Chio as the Chief Operating Officer (COO) and Mr. Rey Antonio Uy as the administrator with...
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...HOSPITALITY AND TOURISM INDUSTRY Danielle Bates Darrin Stern HTM 100 03/10/2013 Managing a restaurant in Baltimore, Maryland has many operational challenges. Restaurants deal with food, people and are a vital part of our everyday lifestyles because we are a society on the go, we visit them several times a week to socialize, as well as to eat and drink. It is a serious combination because people are very sensitive about their food and service. Several different challenges come to play in the restaurant industry. These challenges include regulatory issues, social concerns and competitive issues. Regulatory issues are laws and systems that have been established to help ensure that the food served in restaurants is safe. Bacteria develop very easily if given the chance. The local Health Department will send out inspectors to make certain that the chefs and waiters are following the appropriate guidelines. Inspectors will issue penalties for minor violations and can shut you down for major violations. Some restaurants prepare for health inspections by holding random drills in which a manager or another member of the staff conducts a random mock inspection of the restaurant. This is designed to keep employees on their toes, and to identify problems, which will be spotted by the health inspector. Practice inspections can be performed using the same checklist utilized by the health department, to ensure that all aspects of a real restaurant health...
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...Recent trends in information system Introduction The advancement of technologies in business is changing the world of work. Businesses find they must incorporate many of the new technological procedures, processes, policies, hardware, and software into their environment to remain competitive. The impact from these technological advances on how work is performed affects the workforce far differently now than what has been seen over the past 25 years. One of the greatest impacts has been on the workers themselves, and the challenge of training and preparing to remain abreast in today’s workforce is tremendous. This challenge, which is facing today’s workers, is something educators cannot afford to ignore. Technology has created a revolution in today’s educational environment, and this change in education makes teaching more rewarding and far more challenging (Bryant, 2001). Recent Information Technology Trends Future Information Technology Trends : There's no denying that we are in a worldwide downturn. Governments are in debt; jobs are being cut; houses are being repossessed and people pain because it. However, there is a way to plan for the declining eminent and that is through IT guidance. If you are like most people, the last thing on your opinion is paying for tuition, especially in a specialty as baffling as information technology. However, IT education may be your label out of the slump and into a fulfilling and stable career. Here's why : Universality...
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