Hospitality Information Systems and Technology Back Office Systems Security & Maintenance Downtime
Back Office systems n Generally consists of four types • Payroll/personnel systems • Accounting systems • Marketing systems • Executive Information Systems
Payroll/Personnel Systems n n Usually starts with an electronic time clock Time clocks now allow easier transferring between departments Have multiple rates Allow for instantaneous reporting of wages
Up to date reporting is important n n Full service hotels generally spend 32% to 36% of revenue on direct labor Just reducing labor is not the answer Managing labor to make sure an organization has the right amount on hand to provide the necessary level of service Labor is often viewed purely from a cost standpoint – which can have negative impacts on guest satisfaction
Use Your Tools n Design a broader approach taking into account these key areas of impact • Guest service levels and guest satisfaction • Internal service levels • Employee satisfaction and retention
Determine Your Objectives Up Front n Focus on: • Cost reduction expectations • Integration of service standards • Impact on employee satisfaction / retention
Keep in mind the following factors: § Executive sponsorship and support § Review labor cost figures continually on a departmental and classification basis § Departmental benchmarking § Skill assessments and effective training § It’s good for the employees – let them know it § Do it now
Key to effective labor management through uses of technology § Eliminates unnecessary work through processes § Helps organizational structures find opportunities to improve effectiveness § Sets and monitors labor standards § Assists in forecasting & scheduling § Helps in analyzing data
Accounting Systems § The back bone of financial reports § Usually contains: § General ledger § Statement of operations § Departmental statements § Balance sheets § Accounts receivable § Accounts payable
Marketing Systems § Sales & Catering Systems § Internet / Web Sites
Executive Information Systems § Gives management the ability to turn large amounts of operating statistics & property data transactions into consolidated information § Quick overviews for better, timely decisions § Can be important as revenue management, guest satisfaction and properly targeted CRM marketing campaigns
Types of Reports n n Daily Revenue Reports Forecasting Payroll Management Consolidated Reporting
Some Topics to Address in an EIS System n n Infrastructure needed What level of approval and ROI is needed to get the project rolling Any new emerging technology? Maintaining your competitive advantage
Infrastructure n n The best systems are built from the ground up Connect all systems together – PMS, POS, CRS, GDS, Sales & Catering, Payroll
Making a More Efficient Manager n Instant access to data • Yesterdays payroll costs • Bookings by market segment • Forecasting • Average check trends
What ROI might you expect? n n Payroll Automation Productivity enhancements Forecasting and budgeting process
Systems Security & Maintenance l l Detailed guest and operational statistics are among the most valuable of any property’s assets Computer data is much more comprehensive than manual data, but can be much more vulnerable
Dangers to All Types of Data l Dangers to electronic data – Physical dangers l – Fire, flood, etc. Additional dangers l l Flexibility and interconnections open databases up to more outside threats, either deliberate or random Need to reach a happy medium in security & functionality
“ The only completely secure system has no inputs or outputs, is encased in concrete, and lies at the bottom of the sea” Real world systems interact with the outside world
Main Threats to Computer Systems l Human fallibility l Environmental l Electronic l Operational
Human Fallibility l The weakest link in system security – – – Software is written by people Data entry errors Dishonesty
Environmental l Situations or events that threaten the structure of the system – – – Fire Flood Wind Rain Power losses Loss of network connections
Protections Against Environmental Concerns l l l Fire – basic physical security. Smoke detectors, fire suppression systems Floods/Water Damage – Locate the computer room away from outside walls or in the basement. Install double ceilings. Power failures – UPS, backup generators, dedicated power circuits, line conditioners, surge protectors
Protections Against Environmental Concerns l l Network communications – include a secondary means of communication Practice – learn to run on a manual system
Protections Against Electronic Concerns l l Outside attacks from hackers or viruses receive the most publicity Most successful attacks are “in house” by someone exploiting holes in standard software, or taking advantage of “wide open” PC’s and servers
Protections Against Operational Concerns l l l Data entry errors Carelessness E-mail attachments
Patches to fix software holes are readily available, yet not kept up to date
It is important to keep up to date on software developments and should be a vital part of any property’s system maintenance plan
Security in Everyone’s Responsibility l l Security is not just the system administrators job Even with the most current updates, antivirus software & PC browsers set to identify risky attachments, all users must be trained to be aware & exercise good judgment about security risks.
Stay alert ! l Scan any and all attachments with anti-virus software before opening
Precautions to Take Against Electronic Attacks l Anti-virus software l Firewalls l Security patches
Anti-virus software l l Install it and use it! Update files should downloaded regularly Every two weeks is not too often Updates should be distributed to all workstations via sign on scripts
Hoax Viruses l l l Chain letter type e-mail Do not contain damaging codes Like regular chain mail, clogs up the system by urging the recipient to keep passing it on
Firewalls l l l A separate device or a software program (or both) that separates the property network and the Internet Restricts the types of messages sent in and out, and/or restricts access to certain web sites based on pre set parameters Can mask the availability of com ports on the server & IP addresses on network PC’s, hiding them from potential hackers
Denial of Service Attacks l l One of the most useful things a firewall can prevent Denial of service attack – small software programs downloaded by hackers to unsuspecting company servers, all triggered to activate at once sending messages to a single target server
Mobile Users l l Access through the firewall must be subject to specific authentication procedures, i. e. tightly controlled passwords, physical keys plugged into their laptops Can use a Virtual Private Network – Encrypts all messages using any Internet connection
Firewalls can track user activity l l A good monitoring system helping to keep everyone “honest” Should something go wrong, can be a very useful tool in tracking down the source
Security Patches l l l Security patches are corrections to software code to close any “loopholes” that may be found by hackers to a system Should always be put in place as soon as they become available Never put a PC or server into service with default configurations or passwords
Other Items l l Modems – Individual workstations should not have local modems. All outside access should be routed through the company HSIA with the firewall in place Only exception – mobile users.
Network Documentation l l Network mapping software applications – auto detect and record all parts of the network, identifying which PC’s and servers are connected It has been known to find system parts in place but totally unsecured
Electronic Security is a never ending process n n n Keep up to date Monitor developments Prioritize them for your property Keep a sense of awareness about real versus suspicious threats Periodically invest into a security consultant to check vulnerabilities of your system
Security is Everyone’s Responsibility n n n All users are responsible to some extent for maintaining the integrity and usefulness of the property’s data Education and reinforcement = policies and procedures Multiple levels of security
Restricted Access n n All good systems can be set to restrict individual users access to various combinations of menu functions Don’t want to restrict too much. Users must have access to all areas that affect their work Set up audit trails for program access Immediately remove password privileges for terminated employees
Policies and Procedures n n Establish and maintain written policies and procedures on system use Require all users to sigh agreements on established policies and procedures • Raises security awareness
Typical Policies and Procedures n n Standard software only (company provided) No personal storage devices Personal usage Responsible use of passwords
Computer Room Security n n Computer room security must be maintained at all times Locate away from heavy traffic areas if possible Access on an “as needed” basis Self locking door
General Security Principles n Regular system backups n Complete system documentation n Security audit checklist
Backups n Two types • Manual operational procedures • Electronic n Software & data backups – essential • Can get you up and running with minimal loss of information and revenue n Manual backups • For severe emergencies only n Downtime reports
Documentation n n Gain efficiency and peace of mind Makes it easier to parts of the network & rebuild if necessary • One to cover hardware – physical schematic • One to cover software – different applications and their interfaces
Security Audit n Checks to see that every aspect of the operation is recognized and covered • Backup procedures • Documentation • Physical access • Password management
Downtime Procedures No matter what precautions we take, there will eventually be a need for computer systems to be down n It’s not a matter of if, but of when
Two Types of Downtime Short duration – less than 8 hours Long duration – greater than 8 hours
Short Duration Downtime Causes / Reasons n n n Regular system maintenance System errors of short duration Power outages / weather
Long Duration Downtime Causes / reasons n n Major system errors/ maintenance Weather – hurricanes, tornadoes, floods, etc.
Short Duration Downtime Reports These reports should be run every day, at least twice a day, “just in case” Downtime reports should provide all essential hotel status & guest billing information Run sufficient copies for each department
Reports to run at a minimum In-house guest list Room availability list Expected departures list Expected arrivals list Guest ledger Guest credit status n n Cash basis Approved credit
Reports to run at a minimum Guest messages Room availability at least one month out Vacant room status (housekeeping) Guest folios Room change report Early departures All room status
Extended Downtime Status Guidelines – each property is different, o there is a need to “fine tune” guidelines to the specific property Key to running manually – GOOD COMMUNICATION Maintain guest service as much as possible
Quick Response Checklist Alert all management staff Shut down all systems as quickly as possible Distribute the most recent downtime lists Prepare for a manual audit Issue radios to management staff
Key management Staff Roles General Manager Systems Manager Front Desk manager Front Desk Supervisors Front Desk Agents Reservations Manager PBX Supervisor Outlet Managers Housekeeper Controller Night Manager
General Manager Oversees operations Makes and approves all operational decision – especially those affecting guest issues
Systems Manager Determines magnitude of problem – estimates down time Maintains status of all correctional activities in process Notifies response team of severity of situation, and recommends degree of contingency to implement Supervises repairs Keeps management updated
Front Desk manager Coordinates front office activity with systems & reservations mangers Supervises all front desk activity Monitors controls & audit trails Supervises runners Keeps outlets updated with guest information Documents observed / perceived operational problems for review / revision
Front Desk Supervisors Monitor and control registration functions Maintains room status control sheet Maintains walk in list Communicates status changes to housekeeping Supervises re-entry of data to system
Front Desk Clerks Control filing of guest charges and maintenance of current balances Supervise generation of source documents Assist with posting of charges
Reservation Manager Distributes updated room availability reports to all agents Supervises manual booking of reservations Maintains manual reservations files Maintains manual future rooms availability chart Maintains communication with outside reservation systems Supervises re-entry of reservations
PBX Maintains and updates telephone reference list with help of front desk Maintains manual message log Assures that messages are distributed to guests Forwards any phone charges to front desk for posting
Outlet Managers Coordinate contingency plan with systems manager Supervises manual operation of outlets Assists in balancing process Responsible for manual check distribution
Controller Coordinates accounting activity with the system manager Supervises accounting contingency plan Supervises all data reconstruction Assists front desk with maintaining guest ledger Monitors all cash and credit card activity
Housekeeper Coordinates manual room status control with front desk Establishes initial room status report Supervises vacant room inspections Supervises distribution of updated room status lists Supervises manual assignment of room attendants
Night Manager Performs regular audit functions Generates manual audit reports Balance all hotel accounts Assists in restoration of data
All Management Staff Remain in constant communication Regular inter department meetings Keep guests updated as much as possible
Returning to Automated Operations • Process the first days work • Make sure that any interface systems that were not down did not buffer information & begin automatic posting • Perform a full rooms & operations audit • Run a night audit process
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