The Hospitality Service Delivery System Section 3

Communicating for Service Chapter 9

Challenge of Managing Information Managing information systems Informing guests Realizing that cues communicate Adding quality and value through information Getting information where it needs to go

Information and the Service Product Information as product FreshPoint Giving employees information they need Internal customer Integrated information system

Information and the Service Setting Environment and service Environment as information system Customer-provided information

Information and the Delivery System

Aiding the Product Really knowing customers Delivering freshness Information on service quality Information to people

Advancing Technology High tech becomes high touch Technology for expertise Centralized reservations Cross-selling Front and back of house Point-of-sale systems

Daily Count Number of guests Arrival-rate distributions Human resources decisions

Information Flow between Levels Organizational levels Simple to complex Purposes: Reinforce cultural decisions Motivate employees Educate employees to enhance guest experience

Decision Support Systems

Using Data to Drive Decisions Modeling decisions Economic ordering quantity Statistical analysis Data mining

Using Information Market segmentation Identification and targeting of best and worst customers Collaborative filters

Problems with Information Systems Information overload Focusing on numbers Bad information Maintaining security Value versus cost Learning the system

Hospitality Organization as an Information System Integrated systems Primacy of information Increasing capacity Reducing need Everybody online Implications for service