IS Use in the Hospitality Industry

There is reason for optimism in the hospitality & tourism industry. The 2010 Soccer World cup is expected to bring a flood of tourists to South Africa. The intense media interest will stimulate tourism. This will in turn translate into a cash injection for the hospitality industry. This bodes well for IT investment in this cash-constrained industry. For the IT supplier, it is useful to understand the factors that influence the IT usage patterns in the hospitality industry.

Monday, July 20, 2009

Conclusion

From the research material reviewed, it appears that despite extensive investment in IS, hotels use IS primarily for the purpose of automating operational functions. There is evidence of the use of IS to support revenue maximisation objectives (through yield management). There is significantly less IS support for customer satisfaction objectives. Web presence has not generated significant new revenue streams and the main source of bookings remains the travel agent. IS support for personalisation is scant. The case study supports this research.
The hospitality industry has a stronger passion for customer satisfaction than ever before and IS should support this trend.
Winning technologies allow the management of geographically dispersed operations from one central location.
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