Reservation system improvement for hotel industry

Abstract

The objective of this study is primarily to create the improvement of reservation system for hotel industry. The chosen hotel as a case study is situated in the heart of Bangkok, Thailand. From the beginning, this hotel is solely run by a well-known Thai family which makes it very unique if compare to other hotels in Thailand. In this study with the researcher’s intention to solve some problems in the old system, the concept of shop-floor control system from manufacturing industry is brought and adopted for the benefit of hotel reservation system. Following to the use of old system, not only there has been a higher cancellation rate than estimated, but also the lack of technical knowledge and skills among the hotel’s personnel on how to properly use computer based-system to book a room leading to the hotel’s overbooking was easily seen. Applying the new system will add more available access for customers to make a reservation through the internet. At the first step of this study, practical and constructive information is collected from any available sources such as journals, articles, researches, statistics data using as a case study of the hotel, interview some hotel’s seniors and executive board. Subsequently, the present hotel’s status and situation are analysed. It can be said that all of these are useful indicators to point out correctly and precisely the central problems of hotel reservation system. In the next stage, researcher creates the new model of room booking by referring to the computer based-system which mainly support hotel’s reservation as well as helpfully build many projects of training skill and personnel development in hotel’s reservation department. It creates some expertise and familiarity with the new system among hotel’s staffs leading to the correction of using the system. Researcher also scopes the responsibility and details in every position in the department, together with utilises the new technology. Furthermore, clear standard and guideline for the employee in this department are set to reduce the work duplication and state the same work direction. In order to decrease the high cancellation rate, researcher develops the penalty policies both in the form of charge and deposit with an intention to propose it to the executive board to put into real practice. Last but not least, researcher also adds more available channels for online reservation system aiming to increase sale volume. The outcome from this study has increased effective ability of room management among hotel reservation staffs. With the average of 7 per cent in the reduction of cancellation rate which means more rooms can be served to customers, as a result, it can boost higher sale volume valued about more than THB 3 millions per year. In addition, there is a higher occupancy rate up to 6 per cent or about 500 rooms per year if calculate in numbers of rooms. It can also increase the customer satisfaction in a high proportion if compare to before and after the improvement of the system.