Identify Problems: What are the primary issues with communication and information flow in this hotel? Which systems (POS, PMS, or other) could be improved or replaced?
Recommend Solutions: Using the concepts from Chapter 9, recommend which communication and information systems should be implemented or upgraded. How would the integration of these systems (e.g., MIS, POS, or RFID) improve operational efficiency and guest experience?
Word limit: Maximum 200 words
Scenario: Communication Breakdown at Sunset Bay Hotel
Background:
Sunset Bay Hotel is a mid-sized, 150-room property located near a popular beach destination. It has a reputation for friendly service but has recently been receiving negative reviews due to delays in room service, incorrect billing, and poor coordination between departments. The General Manager, Lisa, is concerned that outdated technology is contributing to the hotel’s operational inefficiencies and impacting guest satisfaction.
Current Situation:
Front Desk: The front desk staff manually checks room availability and communicates with housekeeping using printed room lists, leading to errors in room status updates. Guests often experience delays during check-in because rooms marked as “clean” are sometimes still being serviced.
Housekeeping: Housekeeping staff communicate room readiness using paper checklists, which are handed over to the front desk at the end of their shift. Real-time communication is nonexistent, causing coordination issues when rooms are needed urgently.
Restaurant: The hotels restaurant uses an old Point-of-Sale (POS) system that does not communicate with the propertys central system. As a result, guest meal charges are not always reflected accurately on the final bill, leading to frequent guest complaints at check-out.
Kitchen and Room Service: There is no integrated system between the restaurant and room service. Orders are written on paper slips, and miscommunication between the wait staff and kitchen often leads to incorrect or delayed room service orders.
Technological Issues:
POS System: The POS system is outdated and doesnt offer real-time updates. It cannot connect to the Property Management System (PMS), leading to billing errors.
PMS: The Property Management System is not fully utilized; it lacks integration with other hotel services (housekeeping, restaurant, etc.), leading to delays in updating guest profiles and room status.
Communication Tools: Staff rely on paper and verbal communication, with no technology to manage real-time updates between departments.
Guest Feedback: Recent guest reviews on online platforms indicate frustration with:
Delays in check-in due to room readiness not being updated.
Billing discrepancies, especially with restaurant charges.
Long wait times for room service, with incorrect or incomplete orders being delivered.