INTRODUCTION
This chapter intends to address management issues and problems using
specific business tools. It intends to allow the participants an understanding
of its functions in the business to achieve its stated aims and objectives.
There are various types of tools that were analog in nature and we'll present
how these tools evolved into digital form. The authors also aim to consider
the ever-changing tools made possible by the traditional telephone and the
World Wide Web. We now have portable wireless devices that by their very
nature, present unique challenges, at the same time, adding value to the
business through real-time results.
There are various types of tools that may be used in a business varying in
size, complexity, danger, and importance to the business operation.
CHAPTER OUTLINE
What is the definition of business technology?
What are the business tools used in hotels and restaurants and describe how
they have evolved from analog to digital?
What are the trends in the hospitality industry vis-a-vis social platforms,
cloud and 5G Technology? computing,
DEFINITION: BUSINESS TECHNOLOGY
DISCUSSION
Business technology as a concept describes all technology that helps an
organization run its business and operational processes. That technology can
be customer-facing applications and solutions, business-critical production
and logistics solutions, or back-office financial systems, among others.
A business tool, on the other hand, can be considered as an asset that helps
or assists the organization to achieve its stated aims or objectives.
The cost of using a mobile phone can vary significantly; the cost to the
business of the mobile phone can be reasonable or exorbitant depending on
use. It is also a challenge to misuse a phone. However, there have been
several cases where the misuse of a telephone has had significant
implications for employees and for the business.
Modern managers must be able to manage these tools to ensure that they
are available when required, are in a usable and operating condition, and
that the user is sufficiently trained to use the device efficiently. A mobile
phone must have a sufficiently charged battery, a mobile service, and a user
who is sufficiently trained or experienced to be able to use the tool in an
efficient and productive manner.
To continue the example of the mobile telephone, it is possible to imagine a
situation where an employee is given a phone with a flat battery. A charger is
eventually found and the battery is charged. When the phone is switched on,
it asked for a security code, which is unknown, but also later identified. When
this is entered, it is discovered that the bill has not been paid and there is no
service. This is a simple example of the care and management that are
necessary to ensure that the tool does meet the needs of the business and
that the tool enhances the performance of the business.
MOST COMMON TYPES OF BUSINESS TECHNOLOGY
A technology solutions provider based in Austin Texas, Zimega Technology
Solutions, recommends seven common types of business technology
(Zimega Technology Solutions 2018):
1. Computers - Are used in almost all types of business. It is a desktop
apparatus with a monitor and a central processing unit (CPU). In the
beginning, before Windows operating system was introduced around 1995, a
computer worked only with Disc Operating System or what is called DOS.
Programmers need to type a series of symbols or letters to execute an action
(e.g. RELOC means record locator and when a combination of letters and
numbers are typed, one is able to find a guest hotel reservation). Initially the
computer replaced what a typewriter does using the Microsoft Word program
and most spreadsheets used in accounting like Lotus 1-2-3, the forerunner of
Microsoft Excel. Computers then allow businesses to be more productive.
Microsoft Word made generating hotel guest arrival and departure lists faster
and more conveniently, while Lotus 1-2-3 spreadsheets eliminated manual
computing or tabulation. Computers then
allowed businesses to be more productive.
2. Software - Allows computers to perform multiple functions. The
typewriter was basically replaced by the computer. But to make the
computer work, there is a need for a workbooks were done using
spreadsheets like Lotus 1-2-3. Microsoft PowerPoint and software or in the
beginning, it was called a program. Hotel reservations and accounting
Apple's Keynote allow business presentations to look more professional.
3. Networking - Allows computers to communicate with other devices like a
printer, with other computers within the office, or a group using telephone
lines. It allows computers to send and receive email; print and share
information and documents. Local area network or LAN is for a group of
computers within the office that can share files and in a small area like a
locality where computers can communicate using copper cable or
communicate with each other. Metropolitan area network or MAN refers to
computers simply the old telephone lines. Wide area network or WAN can
mean leased lines from telephone companies that allow computers or
terminals to communicate still through
the copper cable.
4. Telephone communication - While telephones allow guests and hotel
reservations representatives to talk and confirm details, computers split the
telephone lines into two using a modem, allowing guests to talk while the
hotel reservations clerk works with a program on the computer to ensure
confirmation details.
5. Accounting systems - Are software that allow businesses to manage
their expenses and revenues. Bigger companies use SAP-SE (from its German
name Systemanalyse Programmentwicklung Societas Europaea, which
translates to System Analysis Program Development) Business One or Sage
300, which allow more customization and integration with other systems.
6. Inventory control system - Keeps track of items including how much is
in stock, updates the system when new inventory arrives as well as when it
is sold, and keeps accurate records.
7. Customer relationship management systems - Similar to having a
useful telephone system for effective communication purposes, a customer
relationship management system (CRM) keeps track of customer interactions
by collecting and storing information about them. It allows a business to
make calls, send emails, create reports, add notes, and much more. By
gathering crucial information, businesses can build long-lasting relationships
with their clients. HubSpot and Salesforce are two popular CRM software
packages.
The table on the next page relates concepts introduced in Chapter 1 by
listing specific activities and businesses that may be used to execute in the
restaurant or hotel setting.
From the list of analog devices listed in Figure 3.1, Table 3.1 below
differentiates business tools and their operational requirements.
Figure 3.2 represents the display of a Microsoft Disk Operating System (MS-
DOS) which is a program that can run a hotel reservations system. By typing
"RES" after the prompt, it can trigger the needed information of a potential
guest making reservations for a particular date, hotel location, credit card
number, and other pertinent information to secure a hotel room.
Figure 3.2 is the forerunner of Microsoft Word that allows managers to make
memos, guest lists, and store files and tables to retrieve when needed and
print without making drafts.
Figure 3.4 is an illustration of the Graphic User Interface (GUI) using symbols
that look exactly like a photograph and allow the user to use a pointing
device that we call "mouse".
Figure 3.5 Lotus 1-2-3 was an early spreadsheet application available for MS-
DOS. Now, the more popular spreadsheet application is known as Microsoft
Excel. Spreadsheet applications used for generating guest information,
operations report, and financial and accounting reports.
Figure 3.6 and 3.7 are the core of how digital technology has evolved from
the telephone which is an analog device to the simultaneous connection to
the internet using a modem. Furthermore, with the copper cable used to
connect phone lines, the computer devices can now be connected directly
without the telephone and, in simple terms, allow multiple computers to
connect directly to the internet or wired together as a local area network
(LAN) to be able to store or share data among connected computers.
CHAPTER SUMMARY
Business tools toward the decade of the 60's were all analog devices, using
the telephone as an example that runs information through copper cables; or
hardware that we can simply touch with our hands. Toward the decade of the
80's, the term analog has started to evolve into digital devices that made the
transmission of data. Please note that analog was not completely taken out
of the picture. After computer programs were introduced, came the software-
based applications. Again, taking the pattern of the columnar notebooks and
adding machines used in accounting or what we may relate to as an analog
has been transformed in computer based programs which we loosely call
software.
Technology has completely revolutionized the conduct of business with tools
being digitized. It solves the issues on database capacity or amount of space
needed to store huge amounts of data and speed. With digital technology,
there is now the term "real time" where we get results from a certain device
or application as the data is being inputted or entered.
