The Indian Hotels Company Limited

Published Date: 02 Nov 2017

INTRODUCTION TO ORGANIZATION

HOLISTIC VIEW

The Indian Hotels Company Limited (IHCL) and its holdings are collectively known as Taj Hotels Resorts and Palaces and are renowned as one of Asia's largest and finest hotel company. Integrated by the creator of the Tata Group, Mr Jamsetji N. Tata, the company opened its first property, The Taj Mahal Palace Hotel, Bombay in 1903.

Taj Hotels Resorts and Palaces includes 93 hotels in 55 locations across India with an surplus 16 international hotels in the Maldives, Malaysia, Australia, UK, USA, Bhutan, Sri Lanka, Africa and the Middle East.

IHCL function in the luxury, premium, mid-market and value segments of the market through the following:

Taj (Luxury)

Taj Exotica 

Taj Safaris 

Vivanta by Taj Hotels & Resorts 

The Gateway Hotel 

Ginger 

Each of these brands has their unique selling preposition and information system in narrow terms and analogous and co-ordinated information system in broader sense. In order to have in depth study of the management information system, the report will emphasis on the "The Gateway Hotel Athwalines, Surat" from a narrow perspective connecting it to its parent company IHCL

THE GATEWAY HOTEL

Part of the Taj Group of Hotels, The Gateway Hotels & Resorts are full service upscale hotels and resorts in the South Asia region. The company offers consistent, quick and crisp service for smart travellers seeking hassle-free and contemporary experiences.

The Gateway Hotels & Resorts are located in 21 cities and holiday destinations with plans to open in many more. The company currently have 40 operating and signed up hotels and plan to take this number to at least 50 over the next few years

CHAPTER II

INTRODUCTION TO MANAGEMENT INFORMATION SYSTEM

The concept of the MIS has evolved over a period of time comprising many different facets of the organizational function. MIS is a necessity of all the organizations.

MIS DEFINITION

The Management Information System (MIS) is a concept of the last decade or two. It has been understood and described in a number ways. It is also known as the Information System, the Information and Decision System, the Computer- based information System.

The MIS has more than one definition, some of which are given below:

The MIS is defined as a system which provides information support for decision making in the organization.

The MIS is defined as an integrated system of man and machine for providing the information to support the operations, the management and the decision making function in the organization.

CHAPTER III

INFORMATION TECHNOLOGY INFRASTRUCTURE

Information is the key for decision making in any business, therefore getting the right information at the right time, at the right place and faster makes lot of difference in any business and so especially in Hospitality Business where the decisions are taken immediately in some levels.

In this context the age old phrase "Garbage In and Garbage Out" is valid even today as incorrect information may lead to problems. It is not uncommon that one may have good computer system yet may not be successfully getting right information for the business. 

It is an arrangement of the Right People and the Right System that makes a business successful. Although lots of developments have taken place in terms of computers and its applications, making use of it completely rests with the person using it. Computer cannot replace men!

Today, computers and software can give answers to the most complex rational complications in any operation. Computers makes life easier in getting right reports at the right time that helps in decision making process easier and faster. Computer system can prompt if any mistake is made, it can prompt prospects and it can prompt to take counteractive action in a pro-active manner.

Considering this very fact about Hospitality industry, the IT Infrastructure at The Gateway Hotel Athwalines, Surat is as follows:

On Check -out

Customer Feedback System

(CFS)

Property Management System, i.e.; Fidelio

Point of Sale, i.e;

ShawMan

Orion Accounting Software

Central Server

At

Mumbai (HO)

Daily Business report

(DBR)

Balance Score Card; includes

Guest Satisfaction Tracking System (GSTS)

Decision Making

There is a Property Management System (PMS) (Software: Fidelio) which tracks the guests information right from the time of reservation to the time they checks-in and even after they checks – out. Another system known as Point of Sale (POS) (Software: ShawMan) generates bill for restaurants and minibars is integrated to Fidelio (PMS). The entire information in Fidelio goes to Orion – An Accounting Software where financial aspects are taken into consideration and the same information later is transmitted to the Head Office at Mumbai through Central Server. At the time of guest check-out, Fidelio generates the Customer Feedback Form via Customer Feedback System (CFS) which along with guests’ feedback goes to the Central Server. This Central Server in return helps management to form two reports i.e. Balance Score Card & Daily Business report.

Balance Score Card (BSC) is a report which helps in tracking the Guest Satisfaction Level, also known as Guest Satisfaction Tracking System (GSTS). Daily Business Report (DBR) is a report which targets daily, monthly and yearly targets of different department from revenue point of view.

On the basis of information received via Central Server the Budget and various other day – to – day decisions are taken by the management. Thus, this is how information is generated and decisions are taken at The Gateway Hotel Athwalines, Surat with the help of its IT Infrastructure.

CHAPTER IV

DATA FLOW

INTRODUCTION

Communication plays an important role in any sector. Internal communication which is done within organization is even more significant than any other form of communication. Internal communication is also termed as "Data Flow". This data flow in proper order helps to take accurate decision in an organization, avoids confusion and enables smooth functioning. In order to have healthy data flow cycle in the organization, it is very mandatory that the hierarchy and its importance are clear to one and all employee working with the organization. Moreover, it is always preferable to have two ways communication rather than having one way communication i.e. top management passing information towards middle and lower management.

Hierarchy

As hierarchy plays an important role in data flow or reporting systems, let us see the hierarchy of The Gateway Hotel Athwalines, Surat to understand its MIS in detail.

General Manager

Chief Er.

FOM

F&B Mgr.

Ex. HK

Ex. Chef

Sales Mgr.

Purchase Mgr.

HRM

Chief Accountant

Security Mgr.

I.T Mgr.

Asst. Mgr.

I.T Sprvr

Security Officer

Asst. Accountant

Asst. HRM

Asst. Purchase Mgr.

Asst. Sales Mgr.

Sr. Sous Chef

Asst. HK

Rest. Mgr.

Duty Mgr.

Associates

I.T Butlers

Officers

A/C Supervsr

HRM Suprvr

Sales Suprvr

Jr. Sous Chef

HK Suprvr

Asst. Rest. Mgr.

Sprvr

Chef-de-partie

Associates

Associates

Capt.

Associates

Stewards

Commiss I, II, III

The above chart clearly shows the hierarchy of The Gateway Hotel Athwalines, Surat. The most convincing part of this hierarchy and management is that the communication in done both the way i.e. top level to bottom level management and bottom level to top level management.

The important decisions are taken by General Manager and Top Level Management mutually on the basis of information received from Middle and Bottom Level Management through various reports and guests interaction, being a service industry. The various reports includes Managers’ Report, Daily Business Report, No Show report, Guest Satisfaction Tracking System (GSTS), etc. (Note: See Annexure for the formats of these reports)

At times, even Middle Level Management and Bottom Level Management are also involved in decision making process, if the decisions are to be taken for the reformulating the processes that are been followed in the Hotel.

REPORTING STRUCTURE

The organization follows the functional organization system where each department is headed by a specialist and every individual employee report to his or her immediate superior. The responsibilities and authorities are made so clear to each employee that there occurs no confusion and work is carried on smoothly. The accurate reporting structure followed at The Gateway Hotel Athwalines, Surat also help the management to take the decisions accurately and thereby most of their wastage is avoided as this lead to proper and accurate planning.

FREQUENCY OF REPORTING

Being a service industry all guests’ requests, requirements and complaints are to be taken note of every single time it occurs to make the service more effective. Keeping this in mind, a report is formed every day by an operator where he or she mentions all the complaints and requests of the day. This report is then been mailed across the departments. Moreover, at the time of night audit, various reports are been generated like no show report, GSTS report, Next Day Arrival report, etc. Thus, it will be apt to say that knowing the sensitivity of the industry the reporting frequency is very speedy to tackle the problems as soon as possible and thereby maintain their standards.

Chapter V

Categories of Information System

Transactional Processing System (TPS)

A transaction processing system (TPS) or transaction server is a software system, or software/hardware combination, that supports transaction processing. It helps in Book Keeping, Data Gathering and Data Storage.

From the view of The Gateway Hotel Athwalines, Surat, Orion is software which helps in TPS.

Decision Support System (DSS)

A decision support system (DSS) is a computer-based information system that supports business or organizational decision-making activities.

From the view of The Gateway Hotel Athwalines, Surat, the various reports which are generated at the time of night audit are considered to be DSS

Executive Supportive System (ESS)

From the view of The Gateway Hotel Athwalines, Surat, the Property Management System (PMS) is to be considered as ESS as it enables executive to convert the report and readily make it available for their future use.

CHAPTER VI

CONCLUSION

Looking at the MIS of The Gateway Hotel Athwalines, Surat, it won’t be wrong if exclaimed that the MIS has made the work divided appropriately and therefore the opportunities are grabbed timely and decisions are taken accurately. It is only due to effective MIS that is present in an organization that management is able to find leap holes, if any and rectify the same for the betterment of the organization which in turn help them to achieve their target or goal.

Thus, studying an entire Organization and its Management Information System (MIS) made the actual concept of MIS very clear. It featured the importance of MIS in today’s fast growing world. It also proved the very fact that MIS can be consider a back bone of an organization and if it goes wrong can lead to many problems, wrong decision making, etc. Hence, it is very necessary for any organization to have strong MIS and thereby maintain the accuracy which in return brings effectiveness and increases efficiency of the employee and an organization as a whole.

CHAPTER VII

RECOMMENDATIONS

After studying the entire MIS of The Gateway Hotel Athwalines, Surat, the leap holes or the scope of improvement founded in the hotel was that although the MIS was very well designed and systematic still the system should be made such that the guests profile which is visible only via PMS i.e. Fidelio should also be viewed via POS i.e. ShawMan. This will smoothen the work for all the departments as then no department has to call the other department unnecessarily.

Again it was observed that the salon which functions at the Hotel has different billing software and has no connection to the PMS. As a result after every client the salon provides service, the receptionist comes up to the main Hotel reception and the amount is then entered into PMS manually by the staff which may prove erroneous at times and is also time consuming. Thus, if these leap holes are looked upon; a better MIS can be developed.