Hospitality Information Technology : Learning How to Use It, With 3 CDs 5th edition (9780757503818) - Textbooks.com (2022)

A Special Message from Galen Collins
The Hospitality Creed
Acknowledgments

Chapter 1 The Information System

Chapter Outline - Information Processing - Input Phase - Processing Phase - Output Phase - Storage Phase - Introduction to Computers - Input Devices - CPU - Storage Devices - Output Devices - The Computer Revolution - Advantages of Computerized Information Processing - Improved Labor Productivity and Organizational Efficiency - Enhanced Decision-Making Capability - Reduced Operating Costs - Increased Information Accuracy - Increased Revenues - Greater Guest Satisfaction and Loyalty - Improved Controls - Technology and Information - Category - Time - Location - Alphabet - Continuum - Data Miners - Taking Full Advantage of Information Technology - Organizational Structure - Communication - Standard Operating Procedures - Computing Platforms - Executive Information Systems (EIS) - Places of Interest on the World Wide Web - Review Questions - Practical Applications - Chapter Web Site - References

Chapter 2 The Information System Manager

Chapter Outline - Introduction - What Type of System Will You Manage? - Stand-alone Personal Computer - Local Area Network (LAN) - Multi-user System - Who Should Manage the Information System? - What Are the Responsibilities of an Information System Manager - Understanding How the Information System's Hardware and Software Function - Configuring the Information System for Optimal Performance - Evaluating System Performance - Training System Users - Guarding and Preserving the System - Maintaining a System Library - Building the Information Plan - What Is the Information System Focus? - Characteristics of a Well-Managed System - Places of Interest on the World Wide Web - Review Questions - Practical Application - Chapter Web Site - References

Chapter 3 Maintaining and Protecting the Information System

Chapter Outline - Computer Dependence - Natural Disasters - Securing the System - Maintaining System Performance - Common Causes of System Failure - Operator Error - Hardware Failure - Power Problems - Software Bug - System Overload - Virus - Backup Strategies - Backup Frequency - Backup Method - Rotation of Secondary Storage Media - Hardcopy - Computer Security - The Keyboard - Modem and Communication Line - Internet - Physical Access - Preparing for Natural Disasters - Places of Interest on the World Wide Web - Review Questions - Practical Application - References

Chapter 4 Software: The Essence of Computers

Chapter Outline - Software - Operating Systems - Operating System Tasks - Operating System Types - Customized Software - Software Quality - Software Functionality - Software Usability - Software Reliability - Software Performance - Supportability - Word Processing - Electronic Spreadsheet - Database Software - Presentation Graphics - Integrated Software - Unleashing Executive Brainpower - Places of Interest on the World Wide Web - Review Questions - References

Chapter 5 Computers and Communications

Chapter Outline - Introduction - WAN Communications Hardware - Modem - Down-Line Processor - Front-End Processor - PBX - LAN Components - Network Operating Software (NOS) - Server - Network Interface Board - Workstation (Client) - Network Media and Topology - Communication Channels - LAN - Fiber Optic Cable - Wireless Networks - WAN - The Internet - E-Mail - The World Wide Web - Intranets - File Transfer Protocol - On-line Information - Application Service Providers - New Technologies - Network Management - Connectivity - Information Router - Call Accounting Systems - Security Systems - Electronic Locking Systems - Electronic In-Room Safes - Fire Safety Systems - Posting Interfaces - Point-of-Sale - In-Room Movie - In-Room Beverage - Self Check-in/Check-out Systems - Self Check-in/Check-out Terminals - Interactive Television - Automatic Teller Terminals - Remote Interface Check-in - The Communications Age - Voice Mail and Paging Systems - Automated Attendant System - Automatic Wakeup Systems - Interactive Television - In-Room Cellular Telephones - Call Forwarding - FAX Machines - Electronic Mail, Instant, and Unified Messaging Systems - Groupware - Smart Cards and Face Recognition Systems - Places of Interest on the World Wide Web - Review Questions - Practical Application - References

Chapter 6 Property Management Systems

Chapter Outline - Introduction - Reservation System - Selling Individual Reservations - Selling Group Reservations - Displaying Room Availability - Tracking Advance Deposits - Tracking Travel Agent Bookings and Commissions - Central Reservations - Yield Management - Front Office System - Guest Registration - Room Status and Housekeeping Management - Telephone Services - Cashiering and Guest Check-Out - Night Audit - Recording all Transactions - Posting of Room and Tax - Producing a Trial Balance - Generating Reports and Updating Statistics - Night Audit Steps - Accounting System - General Ledger - Payroll - Accounts Receivable - Accounts Payable - Sales and Catering Systems - Booking Management - Contact Management - Account Management - Event Management - Field Force Automation - Places of Interest on the World Wide Web - Review Questions - Practical Applications - References

Chapter 7 Restaurant Management Systems

Chapter Outline - Point-of-Sale Systems - Benefits - Terminal Design - Are Server Terminals Always Needed? - Noise and Check Quality are Considerations in Printers - Hardware Platforms - System Evaluation Begins with a Detailed Checklist - Table Management Systems and Home Delivery Software - Reservations and Wait List Management - Table Assignments and Balancing - Restaurant-wide Network - Home Delivery Software - Inventory Control System - Create Vendor and Product File - Design Inventory Worksheet - Take Inventory - Print Reports - Menu Management System - Create Ingredient File - Create Recipe File - Create Menu Item File - Post Quantities Sold and Generate Menu Analysis Reports - Places of Interest on the World Wide Web - Review Questions - Practical Applications - References

Chapter 8 Selecting and Implementing Hospitality Information Systems

Chapter Outline - Steps in System Selection - Reviewing Organizational Needs - What is the Mission or Purpose of an Organization? - What are the Organizational Goals or Objectives? - What is the Organizational Structure? - What is the Role of Technology in Service Improvement? - Evaluating the Current System - Defining Budget Requirements - Developing a Request for Proposal - Software Evaluation - Evaluation of Customer Support and Vendor Reputation - Evaluation of Training and Installation - When Should the Training Take Place? - What Employees Will be Trained? - What Should be Covered in the Training Program? - Hardware Evaluation - Which Comes First, Selection of Hardware or Software? - What Type of Computer Should be Purchased? - What Should the Hardware Configuration Be? - Does the Vendor Understand Hardware Ergonomics? - System Selection - System Implementation - Places of Interest on the World Wide Web - Review Questions - Practical Applications - References

Chapter 9 The Internet

Chapter Outline - What Is the Internet - History of the Internet - Usage and Growth - Who Uses the Net? - A New Culture - Connecting to the Internet - Internet Resources - Communication Services - Information Retrieval and Search Services - Multimedia Services - The Internet and Hospitality Business - Travel - Lodging - Food and Beverage - Technology - Education - Intranets - The Future - Glossary - Place of Interest on the World Wide Web - Review Questions - Practical Application - References

Chapter 10 Data Mining

Chapter Outline - Introduction - Data Warehousing - Data Mining - Data Mining Process - Data Mining Strategies - Data Mining Goals - Data Mining Techniques - The Uses of Data Mining in Hospitality Industry - Places of Interest on the Worldwide Web - Review Questions - References

Chapter 11 Related Articles

Ideas and Information - An Interview with Nobel Prize Laureate Arno Penzias by Carla Jo Schafer - Database Marketing by Cindy Estis Green - What's Wrong with Today's Hospitality Technology Environment? by Sheryl Fried and William Sullivan - Expert Systems in the Hospitality Industry by Wonae Cho - Marketing Hospitality Websites by Galen Collins and Jamie Murphy - Usability Evaluation of a Property Management System: An Example by Galen Collins

Appendix A
User Interaction Survey Example
Appendix B
Usability Task List Example
Appendix C
Usability Data Collection Form Example
Appendix D
Sample Request for Proposal
Appendix E
Pre-Screening Survey
Appendix F
POS Checklist
Appendix G
Restaurant Management System Capabilities Summary
Appendix H
Instructions on Using the Micros-Fidelio PMS Tutorial (CDs are attached to the inside front and back covers)
Index

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