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* The importance and uses of information to hospitality
organizations.
* Ways in which information enhances the service
product, setting, and delivery system.
* The impact of the Internet on communication with
customers and employees. information system is a method to get data that informs to those who
need to be informed.
A well-designed information system gets the right information to the
right person in the right format at the right time so that it adds value
to that person's decisions.
The right person in hospitality organizations could be an employee, the
manager, the guest, a supplier, a combination of all these people, or
many others. Information that does not add value to either the guest's
or the organization's decisions is useless. Since service is by definition intangible, the information
that the hospitality organization provides to help the
guest make the intangible tangible is a critical concern of
the information system.
What information should the organization provide,
where, in what format, and in what quantity, in order to
help create the experience that the customer expects?
Tf the experience is a formal dinner, he restaurant
should be set up to look appropriate for a formal-dining
experience. The chef should have the clean white coat
and chef's hat that announce, “I ama chef, not a mere
cook; I create a fine-dining experience, not merely cook
food."
EAE caer * Information about services offered is usually found within the
environment rather than as part of the service product itself.
Just as doctors hang diploma certificates on the wall, restaurants display
food reviews, and hotels display American Automobile Association
ratings, all in the effort to say to guests, “This experience will definitely
be good and may be a wow."
With the dramatic growth of the Web and its use by hospitality guests
for making reservations, co-producing experiences, and giving feedback,
there is increasing concern with ensuring that the self-service
capabilities of Web-based services meet customers’ expectations. * Employees also need relevant, timely, and
accurate information to do their jobs
effectively.
When you consider information to be a
service product, the employee is an internal
customer for that product.
For this internal customer, the service
provided is the delivery of the information
that the employee needs for making
decisions about how to satisfy external
customers. * The service setting and its features and aspects can
provide several kinds of useful information for guests.
~ The Environment and the Service
~ The Environment as Information System
~ Customer-Provided Information * Information is required to make the service delivery system work,
* That system includes both people and the processes by which the
service and any accompanying tangible product are delivered to the
customer.
If the end result of the service is a properly prepared hotel room, the
information system needs to be set up ina way that communicates to
the front desk agent that the room is properly serviced and ready for
a guest. Perhaps the easiest way to understand how
information ties the hospitality organization
together is by considering the organization itself
as a big information system.
Looking at the organization in that way, everyone
becomes a transmission point on the organizational
network—gathering, sending, and processing
information into a user-friendly format.
for example, if a Delta Airlines customer service
representative needs to know that Flight 1582 is
arriving late and will have to rebook passengers
with missed connections, the late arriving pilot
needs to communicate that information to the
person scheduling staff at the customer service
desk.
