1. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Selling Hospitality Chapter 17 Information Technologies and Sales Force Automation

2. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Gaining Competitive Advantage through Technology The more you sell, the more paperwork you create in manual systems. According to a KPMG study, firms that adopt sales automation technology can expect an increase in sales by 15 percent, profits by 20 percent, and guest loyalty by 20 percent.

3. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Barriers to Adoption of Technology Perceived usefulness—improves performance Perceived ease of use Competitive pressures Customer influence Computer literacy Cost

4. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Time and Contact Management

5. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Time and Contact Management

6. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Room Control Logs

7. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Room Control Logs

8. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Inquiry Management

9. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Function Diary or Scheduler

10. Copyright © 2006 Thomson Delmar Learning All Rights Reserved BEO or Event Bookings Details

11. Copyright © 2006 Thomson Delmar Learning All Rights Reserved BEO Example of a BEO for a Dinner- Dance

12. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Master Billing Example of a Master Billing

13. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Forecasting and Catering Reports

14. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Forecasting and Catering Reports

15. Copyright © 2006 Thomson Delmar Learning All Rights Reserved Forecasting and Catering Reports