TABLE OF CONTENTS e-Hospitality is an umbrella term that incorporates the entire range of information communication technology (ICT) applications in the hospitality area. ICTs penetrate at a fast pace, by integrating the hotel operation; reshaping the marketing function; improving total efficiency; providing tools for marketing research and partnership building; enhancing customer services while providing strategic opportunities. Consumers increasingly expect ICT-enabled communications and interactions before, during, and after their visit. Hotels will be unable to perform their operations profitably without using technology extensively. The emergent ICTs provide unprecedented opportunities for hospitality organizations, as they assist the promotion of properties to a wide range of institutional and individual buyers around the world. ICTs are increasingly recognized as a means of achieving competitive advantage for the hospitality industry.
Hotels need ICTs to manage their inventory. Hotel chains in particular use group-wide systems to focus on the management for single properties as well as the distribution through a variety of electronic distribution channels. Most hotel properties around the world operate a property management system (PMS) that enables them to integrate their 'back-office' operations. As a result they can improve general administration, as well as specific functions such as accounting; marketing research and planning; yield management; payroll; personnel management; and purchasing at individual properties. Increasingly these functions move on Intranet platforms, improving interfaces and allowing easier employee training.
PMSs were also introduced to facilitate the front office, sales, planning, and operation functions. This was...
