You work in a junior role for the Bournemouth Computer Repair and Maintenance which has been commissioned by the Ringwood Arms Hotel to provide a report on their computer system and the options available to them. Obviously, the business is coping in the current market but there is always scope for improvement. Part of the improvement can be achieved through the better management and processing of the information both at their fingertips but also external to the hotel
ASSIGNMENT CASE STUDY: THE RINGWOOD ARMS HOTEL
The Ringwood Arms is a medium-sized hotel which has 50 bedrooms. It is privately owned and located in the countryside ...view middle of the document...
The grounds have a 9-hole golf course, a tennis court, a squash court, a gymnasium and a small indoor swimming pool. The sports facilities are also open to non-residents; in fact, most of the profit for these particular facilities comes from non-residents, as there are no other sports facilities in the area. There is a reception desk at the sports centre to take bookings for courts, loan out equipment and take fees for usage of the facilities. The facilities are staffed by three part-time fitness trainers and two duty managers on a shift basis.
Guests can book directly with the hotel by telephone, facsimile (fax) or letter. James, or one of his team, takes down details of the reservation on a booking form. The availability of the room required is checked on the database and details of the booking are entered via a reservation screen. Each reservation is assigned a unique reference number. A confirmation letter is prepared and sent to the customer via fax, email or post.
Reservations can also be made through travel agents over the telephone. When this is received, James, or one of his team, updates the booking details and sends confirmation to the guest.
Reservations can also be made by agents for businesses (companies). If this is the case then the reservation invoice will be sent to the company rather than made payable by the guest. James keeps records of the company name, address and bank card so that deductions can be made automatically to this account. This information is also made available to James’ wife, Sameena, who is the accountant and maintains all the financial records for the hotel. She allocates a company an ID by which the records will be stored.
Reservations may only be made using a credit or debit card. Should a guest fail to arrive, then a fee of £50 is deducted using the card number and the room made available for further booking. This also applies to business bookings.
The reservation system is currently using an old Access system created several years ago when the hotel was first purchased by Sally and her family.
On the date of the reservation James prints out a room card. The room card is two-part, half goes to the guest and half is retained at reception until the guest’s stay is completed. The half retained by the guest allows him/her to charge items to his/her account. A separate account is set up for guests who have a company booking and who are expected to pay for ‘extras’ themselves.
When a guest purchases a meal or drinks to be charged to their account, a receipt is printed at the point of sale terminal in the restaurant or bar, which the guest signs. The receipts are passed to the duty receptionist who enters the details into the guest's record in the database. When the guest checks out of the hotel, these data are used to produce an invoice, which the guest then pays. Payments may be in cash, by cheque or card. Signed invoices...