ACKNOWLEDEMENT

We are highly indebted to The Dwarika Hotel for their guidance and for providing necessary
information regarding the project and also for their support for completing the project. Our
appreciation also goes to all of our colleagues in developing the project who willingly contributed
with joint effort. This project helped us increase our abilities in preparing report through research.
So we would like to extend our sincere thanks to all of them.
We have no words for Krishna Bhandari for his immeasurable guidance and inspiration without
which we would not have been able to prepare this project work being in the bound of complete
formality.
Group members:
Sudeepa Subedi,
Sufee Adhikari,
Sujit Prasad Jayswal,
Sushmita Iwaram,
Ujwal Timalsina and
Urmila Subedi
ABSTRACT

Hotel reservation system is an important part in smooth running of a modern hotel, because it
ensures proper work of the hotel, making it efficient and provides the option to book a room online.
It holds information for the workers and administration about the rooms and the hotel overall. This
system removes most of the paperwork making it an obligatory asset to have for every modern
hotel. Analyzes and improves the current reservation system. The aim of this work is to provide
in-depth analysis about the system. Search for theory, regarding hotels, reservations, online
reservations and online reservation systems. Attempt to improve the current situation in the hotel
reservation business. Also to create a small prototype, showing how the system will work from the
user side.
ii
 TABLE OF CONTENTS

TITLE ...............................................................................................................................................
i

LETTER OF RECOMMENDATION .............................................................................................. ii

LETTER OF APPROVAL .............................................................................................................. iii

ACKNOWLEDEMENT .....................................................................................................................i

ABSTRACT .......................................................................................................................................i

TABLE OF CONTENTS ................................................................................................................ iii

LIST OF FIGURES .......................................................................................................................... v

CHAPTER I .....................................................................................................................................1

INTRODUCTION ...........................................................................................................................1

1.1 Background of system ...........................................................................................................1

1.2 Pros and Cons of System .......................................................................................................4

1.3 Impact of the system ..............................................................................................................5

CHAPTER II ...................................................................................................................................7

METHODOLOGY ..........................................................................................................................7

2.1 Hardware requirements ..........................................................................................................7

2.2 Software Requirement ...........................................................................................................8

2.2.1 Housekeeping .................................................................................................................9

2.2.2 Revenue Management ....................................................................................................9

2.2.3 Accounting ......................................................................................................................9

2.2.4 Property Management System (PMS) ............................................................................9

2.2.5 Customer Relations Management .................................................................................10

2.3 Networking Requirement.....................................................................................................10

2.3.1 Several systems and one converged network....................................................................10

iii
 2.3.2 Wi-Fi and PMS integration ...............................................................................................11

2.3.3 Location based services ....................................................................................................11

2.4 Data management techniques ..................................................................................................11

2.5 Organization management .......................................................................................................12

CHAPTER III .............................................................................................................................. xiv

CONCLUSION ............................................................................................................................

xiv REFERENCES

............................................................................................................................. 15

iv
 LIST OF FIGURES

Figure 1. 1: Flowchart of reservation system………………………………………......3 Figure

1. 2: The Evolution of hotel search… …………………………………………..6

v
 CHAPTER I
INTRODUCTION

The Dwarika’s Hotel is a heritage hotel that takes its inspiration from the architectural grandeur of
Newari royal palaces located in Battisputali, Kathmandu, Nepal. The founder of the hotel was the
late Dwarika Das Shrestha. The hotel houses an extensive collection of artifacts from the 13th
century onwards and preserves the aesthetic sensibility of a unique civilization. The hotel has 80
room 5-star luxury hotel that welcomes over 3000 visitors a day, took over 30 years to construct,
and has won the UNESCO Asia-Pacific Heritage Award for Culture Heritage Conserve hotel is
still managed by the Shrestha family, and now possesses one of the biggest woodwork collections
in the world.
1.1 Background of system
The reservation system of The Dwarika Hotel is a software application that allows guests to book
directly with the hotel online, with no intermediaries necessary. The software essentially processes
an online reservation made via the hotels website and then passes this information to the hotels
own back end so that the information can be easily accessed. Bookings are then managed by hotel
staff. Guests can choose how long they will stay, the type of room they want, get add-ons, and pay
securely online through a payment platform. It displays hotel’s availability, rates and inventory
data in real time, and allows guests to select the dates for the trip and finalize their reservation. It
enables the travel and tourism industry to provide bookings through the Internet from various
destinations globally making the whole process of hotel reservation easy, convenient and efficient.
On the main page of the hotel guests can reserve a room by clicking on the ‘Book Now’
option. Then they are directed to the hotel reservation page where they can select the number of
guests and the date of stay. Subsequently the system will check the room availability and various
options of available rooms are shown to choose from. The guests are also informed if a room is
not available. After clicking on the desired room among various available options, the total amount
is shown which includes taxes and service charges.
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If the guests wish to proceed with the reservation, they are required to enter the following
information:
• First Name
• Last Name
• Email Address
• Phone Number
• Address
• City
• Country
• Postal Code
Different payment modes available are: American Express, Union Pay, JCB, MasterCard and
Visa. The customer can choose any one of the payment options and fill the following information:
• Name on Card
• Card Number
• MM/YY
Click on ‘Book Now’ to complete the reservation process. The customer can Modify/Cancel
the reservation at any time by submitting their confirmation number and last name.
For the next reservation, the customer just has to login and follow the required steps just as above.
This is shown in the flowchart given below:
 3

START

Log In

Select date, quantity of

guest and type of room

No Room Check
Room

Select Room

Booking Room
N

Confirm
Booking

Y
Generate Bill
Make a Payment/Deposit

N
Y
Check
END Room

Figure 1.1: Flowchart of reservation system

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1.2 Pros and Cons of System

Since tourism is now growing all over the world, the role of hotels is becoming greater than before.
Hotels take a bigger place than before in the market, so using manual systems may lead to
erroneous management. Therefore, using a computerized system is more efficient. This system
can’t operate alone in a hotel because it concentrates mainly on reservation processes. The system
needs an accounting system and a management information system so it can serve all the needs of
the hotel effectively.
Pros of system i. Save time on admin tasks
The right hotel management software of Dwarika Hotel has vastly cut down the time staff
spends on manual administrative tasks. The software does the majority of the work and lets
staff divert their time to more important tasks, such as serving their guests.
ii. Develop strong relationship with guests
A more streamlined check-in and check-out experience has boosted their guest happiness.
And that’s only the tip of the iceberg – anything from improved communication and
additional services has also heightened guest loyalty.
iii. Increase Dwarika Online Visibility
The software is an important factor in developing Dwarika online presence. Dwarika Hotel
has integrated guest-facing software like hotel booking engines, chat bots and a guest portal
with their website design, enabling them to instantly accept online reservations and make
guests feel confident in their choice to book.
iv. Manage Distribution function
Every feature in Dwarika Hotel management system should work to improve their overall
number of bookings. Whether they intend to explore new markets or boost bookings in low
season, the right software system is all about optimizing and maximizing what they can
achieve.
v. Increase booking
Hotel management, finance and revenue teams have access to accurate daily earnings
reports.

Meanwhile, operations and marketing reports will help hotel and their team to make
reliable, data-driven decisions across their business. Everything is in the cloud; these
invaluable metrics are at their fingertips whenever they need them without the need for
time-consuming manual exporting and compiling.
 5

vi. Accurate daily Reports

Hospitality management software systems are programmed to avoid double bookings and
overbookings. They help to prevent errors when front desk staff input important customer
data like name, passport details, and card numbers.
vii. Prevent double bookings and manual errors
Hospitality management software systems are programmed to avoid double bookings and
overbookings. They help to prevent errors when front desk staff input important customer
data like name, passport details, and card numbers.
viii. Analyze customer base
Market and guest segmentation is another important benefit of the right guest management
software system. The General Manager and Marketing Managers can keep track of the different
types of visitors, with key demographic breakdowns such as age, gender and nationality. Cons of
system
• If there is a power failure, while making a reservation then the staff must redo the whole
reservation. Similarly, the hotel runs a high risk of losing all the stored information.
• Required highly skilled staff, i.e. all the staff needs to be trained on the software.
• The software needs to be renewed each year which bears enormous expense.
• High risk of virus attack as the systems are connected to the internet most of the time.
• It is an expensive system and maintenance is also expensive.
• Spoofing attacks may occur in online hotel reservation system.
• Hacking of website may lead to system crash.
• Need a good internet connection.
• Not every hotel reservation system is equal, so Dwarika has to choose the best one as per
their business goal.

1.3 Impact of the system

It wasn’t long ago that the reservation desk of The Dwarika Hotel offered operations from 9am to
5pm, which was the only way customers could research and book rooms. But now, with the online
reservation system becoming the norm, the big boys of the Dwarika Hotel are spending lots of
money on technology, looking to make digital platforms the best option for customers.
The image below shows how the evolution in Dwarika Hotel takes place. From the early
days where consumer convenience was not even considered and getting accommodation was a
challenge to today’s times when consumerism is central to every business opportunity. More and
 6

more money is being spent to understand consumers and give them an experience which is worth
the value to the customer and thus as a business Dwarika hopes to have customer retention and
repeat business opportunities.

Figure 1.2: The Evolution of hotel search

With a Hotel Reservation System in Dwarika hotel, all live rates and availability are automatically
updated by the software. The risk of overbooking rooms is massively reduced, which significantly
improves the smoothness of Dwarika Hotel operations.
 CHAPTER II
METHODOLOGY

In order to access the information about the hotel reservation system in Dwarika hotel located in
Gaushala, a survey was conducted. Due to covid-19, we were not able to give staff the
questionnaire or communicate with them. So, we dug into the internet and found information we
needed. The collected data was summarized, analyzed, compared, contrasted and a conclusion was
drafted.

2.1 Hardware requirements

Processor: Intel i3
Disk space: 160 GB
Memory: 8 GB
Internet Connection
Sound card w/speakers
A camera and microphone
Computer hardware is the physical, mechanical, magnetic, electronic, and electrical components
making up a computer system. Examples of computer hardware are Central Processing Unit
(CPU), Random Access Memory (RAM), hard disks, CD-ROM Compact Disk Read-Only
Memory), keyboards, mice, printers, modem, router, and etc.
Importance of Computer Hardware
• The computer’s hardware is thought of as the most important because it will not work.
Simply put, if you know how to take care of the hardware of a computer and understand
their function for the device, then it is simple to determine what the problem is in the event
the unit stops working.
• Hardware requires software to run correctly. Without the correct hardware, software may
not run efficiently or at all. It is important to consider both when making decisions about
IT systems, as this can affect the way people work, productivity and business' bottom line.
• It affects production quality and quantity and they cost a lot of money.
• It will help to establish an effective mode of communication that can help the organizations
to improve their business standards.
 8

• It will help to establish an effective mode of communication that can help the organizations
to improve their business standards.
• It will help to make the task automated and help to store the huge chunks of data that can
be beneficial for the organization or individual.
• The user can use the hardware to give the instruction to command and can obtain the output
as per the given instruction.
• The processing speed of a hardware device is fast which will help to execute more
operations at one time.
• The hardware devices are multiprocessing which means the user can use more than one
hardware device at the same time.
• The hardware can be installed very easily in a computer system and also can be upgraded
as per the user requirements.

2.2 Software Requirement

Software is a set of instructions, data or problems used to operate computers and execute specific
tasks. The two main categories of software are application software and system software. An
application is software that fulfills a specific need or performs tasks. System software designed to
run a computer’s hardware and provides a platform for applications to run on top of.
Hotel software is a technical solution that helps to run the operations of hotels smoothly
with less or no manual intervention. Hotel software helps in increasing the efficiency and accuracy
of hotel operations .In hotels, the software solutions are used to streamline the processes which
results in increasing revenue , reducing costs and improving guest experiences .The best hotel
management software helps to automate all your hotel tasks right from the front desk to billing,
booking, revenue ,customer relationship management and more. Various Kinds of hotel
management software are available in the market. Some of them are:
Property Management System (PMS)
Channel Management System (CMS)
Customer Relations Management (CRM)
Cross Over Hotel Management Software
Reservation Management

According to Dwarika Hotel manager “our hotel management system comes with a complete
management mobile app. With a hotel management mobile app, you spend less time dealing with
 9

front office tasks and invest more time with your guests .The app even comes with a digital
assistant. This way, it makes our entire hotel guest management even more convenient.” some of
other software used by Dwarika Hotel are:

2.2.1 Housekeeping
• Daily task list assignment
• Front desk monitoring
• Manage room status from housekeeping area
• Front desk staff can view the room update status in real-time.
2.2.2 Revenue Management
• Rate recommendations for your rooms
• Occupancy forecast for the next 360 days
• Aggregated data on local market demand
• Get updated rate intelligence on your competitors
2.2.3 Accounting
• Auto-sync to the accounting system
• Automatic direct billing from the front desk
• Easy management of invoices, payables, ageing reports and deductions
• Manage advance payments & payments against settlements through separate account head
• Handle credits and commissions given to TAs and corporate clients
2.2.4 Property Management System (PMS)
Ezee Absolute is a highly flexible and feature-rich cloud based Property Management System
(PMS). Bringing together all the strength of cloud technology and value-added features, it
simplifies hotel operations while utilizing every opportunity to boost hotel revenue.
Advantages:
• Reservation Center
• Front Office Operations
• Flexible Group Management
• Profile Management
• User Privilege & Security Control
• Charges, Deposits & Invoicing
• E-mail Marketing & Scheduling
• Trouble Free Audit Trials and more
 10

2.2.5 Customer Relations Management

CRM is defined as customer relationship management and is a software system that helps business
owners nurtures their relationships with their clientele. A CRM also assists with organization,
efficiency, time management, and impressing clients every step of the way. A CRM records and
analyzes all calls, emails and meetings, helping improve customer service, drive sales, and increase
revenue. Thus, the hotel uses the software as per their convenience.
Thus, the hotel uses the software as per their convenience. Thus, the hotel uses the software as per
their convenience.

2.3 Networking Requirement

Networking is the exchange of information and ideas among people with a common profession or
special interest, usually in an informal social setting. Networking often begins with a single point
of common ground. Professionals use networking to expand their circles of acquaintances, find
out about job opportunities in their fields, and increase their awareness of news and trends in their
fields or the greater world. We all know that networking is a great way to find leads on potential
jobs or new clients.
However, lead generation is far from the only benefit of networking. In fact, regardless of
your position, or employment status, you should never stop networking. Not when you land your
first job in the hospitality and tourism industry and not when you own several Michelin star-rated
restaurants - never. If you're not sure why, don't worry. We've compiled a list of the top benefits
of networking for hospitality professionals. Networking both online and offline is a great initial
step. However, after you've accumulated a good number of contacts, you should start looking to
establish meaningful relations. The key to maintaining these relationships is keeping in touch
regularly. The following are some networking tools used by Dwarika Hotel to touch with their
customers, partners and so on.

2.3.1 Several systems and one converged network

Basically, a converged network is the grouping of telephone, video and data communication within
a single network. Designing and managing all of these within one network offer convenience and
flexibility that are not possible with separate infrastructures. No longer do properties need different
cables for different services.
For example, by delivering a power over Ethernet (PoE) switch, hotels can deliver power
and data with the same cable. This can reduce costs and enables the delivery of multiple
applications efficiently without having to manage each vendor-specific system installation.
 11

For the hospitality industry specifically, a converged network can include:

• VoIP: Delivery of voice and multimedia over IP networks.
• HSIA: High speed internet access for staff and guests
• PMS: Property management system software at the front-desk
• IPTV: Television delivered over Internet Protocol (IP)
• Mobile POS: Point-0f-sale services for mobile devices (restaurant, bar, etc.)
• HVAC: Allowing the management of air-conditioning in the hotel
• CCTV: Video surveillance for safety and security
2.3.2 Wi-Fi and PMS integration
Not all hotel Wi-Fi networks are capable of integrating with existing hotel PMSs. Lack of
integration leads to providing open and free access to all guests or requires the hotel staff to manage
credentials and billings manually (errors, missed billing, etc.) This may be a difficult task in some
situations where, for instance, the hotel faces a massive number of guest arrivals. Hospitality
Solutions Network Infrastructure Configuration Blueprint ALCATEL-LUCENT ENTERPRISE
10. Integration of the network with the hotel PMS allows to generate automatic and personalized
Wi-Fi credentials and to send billing information directly to the PMS to bill the guest at the time
of checkout.

2.3.3 Location based services

Dwarika hotel seeks to benefit from location-based services in order to provide premium services
to their guests. Beyond way-finding applications, hotels aspire to engage the guests in a very
personalized way as a result of the understanding and the interaction that become possible when
using location-based services. For instance, Dwarika uses location-based services to send a
welcome message to a guest upon his arrival or push a relevant promotional offer to a guest who
is passing by the bar or any shop in the hotel property.

2.4 Data management techniques

Data Management is the process of ingesting, storing, organizing and maintaining the data created
and collected by an organization. A wide range of technologies, tools and techniques had been
used by Dwarika Hotel since it’s the beginning for data management process. In the past, Dwarika
Hotel use to keep records safely and analyze the information into meaningful sights.
Dwarika Hotel solve the challenging domain specific tasks including:
• Increasing guest loyalty
• Setting competitive room price
 12

• Improving occupancy forecasting

• Identifying and targeting profitable guest
Let’s take a closer look at major data management processes of Dwarika Hotel. Dwarika Hotel
collects the data related to customers through inquiry, guest behaviors, their reviews and ratings.
Hotel owners are able to identify whether customer is satisfied or not. Similarly, Dwarika Hotel
have their own website through which they can collect data related to customer. Once they collect
the valuable data that is necessary for future purpose, they collect the piece of information scattered
across numerous systems and move them to safe place. Dwarika Hotel have their own on line
website and cloud system where huge chunk of data are stored safely. Dwarika Hotel undergoes a
multistep ETC (Extract, Transform and Load) process to eliminate anomalies and convert data to
a standardize format. Dwarika Hotel use the data stored in warehouse to understand trend and
make better decision.

2.5 Organization management

Since the beginning of hotel, Dwarika Hotel is able to organize or manage the hotel surrounding
successfully and effectively Dwarika Hotel is able to maintain the coordination among the workers
and managers. They have several managers in several fields who work together to achieve a
common goal. The owners of hotel gives more emphasis towards their employees and fulfill their
needs to extract best out of each employees. People from various backgrounds work cooperatively
under Dwarika authority and leadership. Due to growing technology, Dwarika Hotel have practice
new business techniques and are evolving virtually. Due to their mutual relation with employees,
they stay loyal towards their job which helps to flourish the business of Dwarika Hotels. Due to
government instability, terrorism and lack of development in our country, Dwarika Hotel have to
face lot of challenges but with their added strategy and improvements, they are able to run the
business successfully.
 CHAPTER III CONCLUSION

The Dwarika Hotel has used the Hotel Reservation System to keep proper records of customers for
emergency and security purposes. The hotel’s advertising effort is now accompanied by a virtual
tour created on system. With complementary assets supporting the IT structure and use of cloud
computing as well as it provides information through https://www.dwarikas.com/. But it lacks
some features of MIS. Now we would like to recommend following thing to consider to the
betterment of the hotel services through MIS:
• Add modules and additional features as this system is open for further improvements and
developments because of the fast pacing change in technology.
• A follow up study should be conducted to determine the usefulness and effectiveness of the
developed system upon implementation.
• For marketing potential customer information should be collected through the use of an
information system.
• Hotel should update new technology according to the need of time.
• More automated management information system should be implemented so that the cost
of staffing decreases.
• It should use customer relationship management to keep in touch with its customer and
provide new features and offers of the hotel.
• In the security, accuracy, and speed they rated it fair, which means that they have to improve
their manual performances in a faster and effective way.
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