Information system used by the organization

        MontOra Software is a fully integrated Hotel Information System, it is easy to use, yet a powerful tool for running a hotel of small to medium size. It combines number of features, that is usually found is very expensive, complex system, costing large amount of money to buy.

        MontOra Software takes care of the day to day requirements of the hotel, let it be the front office, or the back office functions, all available in the system, and they are fully integrated too.

        That means the top management of the property has a peace of mind, while system MontOra Software takes care of controls and procedures of the day-to-day operation.

        Here we can see that the hotel is using management information system.

Here we can see that the hotel is using management information system. There are 12 application software module that Montora provides.

1. RESERVATION 

        The Reservations module is used to create and manage guest reservations, both making the reservations and maintaining the reservations for individuals as well as groups. In the reservations module includes the following features: 

• The ability to tailor reservations for single or multiple guests. 

• The ability to code the sold out days and days on which any room types are sold out in different colours . 

• The quick location of an existing guest reservation, with the ability to search by Guest Name, Company, IATA Number, Confirmation Number, Foreign Confirmation Number and Starting and ending dates. 

• The automatic calculation of rates based on room type, rate code, arrival date, number of rooms, and the number of adults and children.

2. FRONT DESK 

        The Front Desk Module provides the ability to manage guest registration. The following features/functions are included in the Front Desk module: 

• The use of a graphical room layout to see detailed location and status information. 

• The ability to list all guests for the current day, regardless of status. 

• The ability to track all guest activity for the length of their stay. 

• The attachment of individual, group, company or travel agent information to each folio. 

• The ability to print bills on the fly. 

3. CASHIER 

        The Cashier module is used to manage guest folios and perform check-out procedures. Following are some of the functions that can be performed with the Cashier module: 

• The ability to quickly add incidental folios and move charges between folios with one click. 

• The management of all aspects of the guest folio from the Cashier Window, including debits, credits, adjustments, transfers and voids.

• The viewing or printing of folio detail or summary information, adding incidental folios, and performing the check-out function. 

• The ability to quickly perform a check-out. 

4. HOUSE KEEPING The Housekeeping module is used to manage the daily housekeeping activity. Following are some of the features/functions included in the Housekeeping module: 

• The ability to balance work load based on number of room maids. 

• The ability to assign different time schedules. 

• The ability to manage lost/found. 

• The ability to rooms ready over room phone.

5. NIGHT AUDIT 

        The Night Audit module is used to balance the day's activity and complete the hotel's accounting functions for the day. Following are some of the features/functions included in the Night Audit module: 

• The ability to perform routine tasks of posting room charges, changing non-guaranteed rooms reservations to no-shows, and changing the status of guaranteed no-shows with one touch. 

• The ability to rebuild room availability in the event of a system failure. 

• The automatic posting of service charges like garage fees, crib fees, etc. 

• Direct access to the Reports module from Night Audit. 

6. REPORTS 

        The Reporting module allows access to all system reports. Reports can be customized through the use of filters. Reporting is available in the following modules: 

• Front desk 

• Reservations 

• Deposits 

• Rates 

• Revenue 

• Shifts 

• Audit 

• Housekeeping 

• Back Office 

• Travel Agent 

• Yield Management 

7. BACK OFFICE 

        The Back Office module provides an integrated system for managing the hotel's financialand statistical information: 

• Receivables 

• Posting/Transfers 

• Billing 

• Close Period 

• Aging Report 

• Statements 

• Payable accounts may be setup for travel agents 

8. YIELD MANAGEMENT 

        The Yield Management module is included as a core module with all Montora Hotel Management Systems. When combined with a careful study of the property's history and training of employees, yield management can significantly increases occupancy and average daily rate (ADR).Small increases in ADR can drastically increase property profit and value. 

• The ability to assign rate ranges for each room type and rate plan 

• The ability to assign up to 365 different seasons 

• The ability to assign events and event rates 

• The ability to assign rate increase/decrease based on occupancy 

• The ability to maintain any assigned sales channel online with rates and availability 

9. CREDIT AUTHORIZATION AND SETTLEMENT 

        Time Electronic Payment Processing is the most powerful and comprehensive credit, debit and private label card solution available. It serves as a real-time electronic payment gateway between RSE-Hotel Management System and bank/processor, ensuring that authorizations and settlements are both high speed and low cost. As with all applications, there are two primary functions - authorization and settlement. Montora software is certified provider for Credit Card processing and provides each of the following fully integrated functions: 

• Guests Use Credit Cards To Pay Advanced Deposit 

• Guests Use Credit Cards To Pay At Check-In 

• Guests Check-Out Using The Same Card Used At Check-In 

• Guests Check-Out Using A Different Payment Method Than Used At Check-In 

• Guest receive a credit • Guest cancels reservation (refund of advanced deposit) 

• Guest reserves across sales channel • Automatic settlement with included reporting 

10. MERCHANT CHANNEL MANAGEMENT 

        With more people making travel arrangements over the Internet, especially when it comes to booking hotel rooms, it ensures that customers are accessing the hotel’s up-to-date and accurate rates, no matter what Internet travel site they are using. But with so many travel websites out there, updating each one individually can be a costly and timely process. Montora Merchant Channel Management updates the rates, inventory and restrictions on multiple travel websites automatically. The fully-automated tool allows the management of unlimited extranets. 

        The program’s unique yielding capabilities allows to easily maintain rate parity across each and every site. The ability to assign different rate plans for each channel, maintained by Montora’s Yield Management module maximizes reservations and revenue. With priority listings in each connected merchant channel hotels Internet exposure will be maximized. Merchant Channel Management saves valuable time and money and ultimately helps increase reservations and revenue. The Merchant Channel Management module provides the following functions: 

• The ability to update room rates 

 • The ability to update availability 

• The ability to update minimum stay days 

• The ability to update sold out/stop sells 

• The ability to integrate reservations and into inventory 

• The ability to integrate cancellations into inventory 

11. CENTRAL RESERVATION 

        Montora Reservation Management module enables hotel groups and destination management organizations to operate their own Central Reservation Management System. Montora’s Central Reservation Management module is directly connected to the hotels inventory and allows to optimize revenue and build customer relationship. Montora’s Central Reservation Management module allows to operate a central call centre with accurate and reliable information about the current inventory at connected properties. 

12. WEB RESERVATION 

        When the availability is pulled from the hotel's database, there is no more worry about unwanted overselling or underselling the hotel. The same inventory the front desk and reservation office lives by is the same inventory the Web Site determines room availability and calculates yields set in place in real-time with real inventory. 

        

        There is no more time wasted by manually in putting data-reservations as they are also booked directly into the hotel's database. The system informs when a reservation has been made or cancelled with absolutely zero lag time. Guests get a valid confirmation and cancellation number for easy reference. To complete reservation transactions, the electronic credit card processing system will obtain credit card validations, authorizations, or pre-payment for each reservation made.

Brief description of the hotel

        As one of the Kuala Lumpur hotels nestled amidst lush gardens in the heart of the city, the newly renovated Shangri-La Hotel, Kuala Lumpur sits just 45 minutes from the international airport and just moments from key business and shopping areas.

        The Hotel's 662 newly-renovated guestrooms, including 101 luxuriously-appointed suites, are appointed with modern amenities to offer only the very best in comfort, making Shangri-La Hotel, Kuala Lumpur as the hotel in the city to have the most number of suites.

        Featuring 662 elegant guestrooms with personalised amenities including 101 luxuriously-appointed suites (the largest number in the city), Shangri-La KL enjoys prime a geographical location in the heart of the city. Each contemporary accommodation unit boasts complimentary broadband internet access, flat-screen TVs, personalised Shangri-La toiletries and a pillow menu. Opulence is the byword here when it comes to the hotel’s facilities – the property has seven award-winning eateries, an aerobics studio, a fitness centre, a hydro-pool, an outdoor swimming pool, a sauna and tennis courts which is the reason why the hotel is rated 5 Stars.

        The hotel's Horizon Club serves frequent business travellers who require the highest quality accommodation and personalised service. Comprehensive business services along with all-day beverage service are available in the Horizon Club Lounge.

        Shangri-La Hotel, Kuala Lumpur also features an impressive selection of cosmopolitan cuisines, including the award-winning Restaurant Lafite, which serves the finest European cuisine. The wide selection of dining options make the hotel a central location for travellers who enjoy fine cuisine, and also makes the hotel an excellent location for conferences and business meetings.

        All their guests can enjoy complimentary WiFi broadband access throughout the hotel premises and in the hotel limousine during airport transfers. It's the freedom smart Travellers know at Traders Hotel, Kuala Lumpur.

Input

        From hotel status, credit management, guest folios, client's account statements, the Front Office is the heart of a hotel operation. MontOra handles that with ease. It takes care of all the record keeping, while giving the management and the marketing vital information about the guest movements and the guest data for improving the hotel occupancy.

        Walk in – customers can directly go to the front office and ask if there’s any available room for them to stay. During walk in session, customer can direct seek for any information needed and they can ask for any inquiries.

        Online – in online booking/reservation customer can seek for information online, even the room rate will be posted in their official website.

        Phone call – customer can also directly call the hotel for reservation.

        Reservations using MontOra Software is a snap, well defined reservation screens make it easy to make a reservation, while showing the reserved, occupied, and available options in a well defined grid. The system also features a Smart function that can show the available dates of various types of rooms, if an approximate date is given. The reservation is automatically cleared off, once the guest checks in, making the system more user friendly. There is an option for taking an advance at the time of reservation. With MontOra, front office department also can check guest folios, credit management and clients account statement.

Process (Check In)

        The check-in can be either with a reservation, or it could be a walk in customer. The check in can be for an individual or a group. If the check-in taken from reservations, all details of the reservations are transferred to the check-in screen, eliminating additional data entry work. Advance can be received during the check-in too.

         Walk in – The process for walk in customer will be direct, front office will first ask what type of room they desire  and they will check for any valid room , after that they will ask for the customer identification card to key in the customer information and ask how long they are planing to stay. Shangri-La hotel will also asks weather the customer wants a non smoking or a smoking room.

        Online – for online reservation, customer will go to the hotel official website and key in what date they are planing to check in and see if there is any valid room. After that customer can reserve the room, they can either pay through credit card or they can wait until they reach the hotel.

        Phone call – As for phone call, the customer can search for the hotel number in magazines, newspapers, yellow-pages or even online and call the hotel to make reservation. After they do so, they should then go to the hotel and make their payment, if they don’t do so the hotel can cancel their booking.

         After all the process is done, the front office will set a programmable key card for the customer and provide a bell boy to carry their language to show their room. Last but not least, after the customer arrives in their room, the front office staff will then inform the house keeping department, this will ensure house keeping system know there is guest in the room and they will have to clean it when called upon.

         Not only that, the housekeeping staff is informed to keep track of assets, such as bed, fridge etc that is in a room, including coffee machine. Front office will also have to inform food and beverage (F&B) department, this is to place the guest name in the list for any buffet provided by the hotel.

         MontOra Software also has a wonderful module that takes care of the sensitive requirements of F&B. All options related to the F&B are integrated in the system. This system also integrates seamlessly into the Smart Financials, which offers a highly advanced financial accounting system. The F&B has integration to the restaurant and any other outlets that the hotel may have.

         In the restaurant, MontOra can help the cashier to settle the bills of guest into their rooms. The system will also validate the room information, as well as print the guest name in the bills. During the check out, these bills will be automatically posted to their respective folios.

Partial settlement of bills room or cash or credit card is also possible in the system.

Output

        The check-out process is easy as the check-in. All details of the guest billings, from other outlets are posted immediately as they are billed. After check out, the system will retain the guest history for marketing purpose.

        Sales reports in the hotel include the use of key performance indicators. Key Performance Indicators indicate whether or not the sales process is being operated effectively and achieves the results as set forth in sales planning of the Hotel. It enables sales managers to take timely corrective action deviate from projected values. It also allows senior management to evaluate the sales manager. It can also provide metrics for sales management compensation.

        The reporting system of the hotel also provides a number of standard reports for booking. These reports can be created using an integrated report generator by the IT Specialist of the hotel. Some of these reports include; Total Booking Activity, Monthly Booking Activity Summary, Daily Booking Activity Summary. 

        The hotel rewards the best managers with the most accurate reports. Also, the sales and booking reports are made for internal use for top management, especially the executives. The sales reports of the hotel are required for investors, partners and government, so the sales management system has advanced reporting capabilities to satisfy the needs of different stakeholders.

Organizational Chart

        In Shangri-La the front office is perhaps the most important area of the organization. The employees that make up this department are the first and sometimes only representatives of the establishment with whom guests interact. Although the organizational structure of the hotel’s front office varies depending upon whether the facility is a small business or a large resort, certain roles are found within all organizations, such as listed below.

Front Desk Manager

        The front office manger or front desk supervisor overseas all front office operations for the hotel. As staff manager, this individual schedules employees to ensure that there is proper coverage and all times. They also implement any policies or procedures that are administered by hotel management. When VIPs, such as celebrities or dignitaries, stay at the establishment, they are often responsible for giving them the personal attention they require. In most instances, the front desk manager reports to the hotel’s general manager.

Reservations

        The reception and reservations employees of a hotel front office interact with guests the most. Reservation clerks communicate with perspective the guests via the telephone and Internet, scheduling their stays and documenting any special needs they may have. For example, if a guest requests a room on a nonsmoking floor, the reservation clerk will make special note of this, so that an appropriate room will be ready when the guest arrives.

Reception

        When guests arrive, front desk clerks check them in, imputing their names into the facilities registry, assigning them to a room and answering any basic questions or requests the guests may have throughout their stay. For example, a guest may call the front desk to report a leaky bathroom faucet. The clerk would then contact the maintenance department so that the appropriate repairs can be made. At the end of the guests’ stay, a front desk clerk checks them out. In addition, the clerk reports any concerns the guest man had to management.

Porter Service

        A hotel bellhop or porter greets guests once they checked into the establishment. This individual carries the guests’ luggage while showing them to their room. Ensuring that everything in the room is in order and properly working, the porter checks room equipment, such as lighting and ventilation. He may also instruct visitors in the operation of hotel systems, such as the television remote control and telephones.

Concierge

        The concierge of a hotel is a front office professional who coordinates guests’ entertainments, travel and other activities. Any time guests have a question, such as directions to local attractions, she finds the answer as quickly as possible. In addition, she makes restaurant reservations, orders car service and may even arrange personal shopping for the guests.

           
        

Feel free to contact one of their executives for more information about the Shangri-La Hotel, Kuala Lumpur.


Lothar Nessmann

Vice President / General Manager

Tel: (60 3) 2074 3504

lothar.nessmann@shangri-la.com



Johan Chan

Director of Sales and Marketing

Tel: (60 3) 2074 3577

johan.chan@shangri-la.com



Rosemarie Wee

Area Director of Communications

Tel: (60 3) 2074 3586

rosemarie.wee@shangri-la.com

http://www.shangri-la.com/en/property/kualalumpur/shangrila/details

Management

        The management team in Shangri-La will provide guaranteed comfort for your stay by their executive staffs, which are among the finest hoteliers in the world.

        This 5-Star hotel has won awards with the guidance of its executive staffs and was awarded as one of the Gold List Properties in Asia, Australia and Pacific Nations, by Conde Nast Traveler Magazine in the USA. It was also awarded as one of the Top 20 Overseas Leisure Hotels in Asia and the Indian Subcontinent by the Conde Nast Traveller Magazine in the UK.

        In addition to his vice president position, Mr. Nessmann is the general manager of Shangri-La Hotel, Kuala Lumpur.  Mr. Nessmann was general manager of Shangri-La's Far Eastern Plaza Hotel, Taipei from 2001 to 2004.  Previously, he was general manager and area director of operations for a leading regional Middle Eastern hotel group based in Abu Dhabi.

        From 1993 to 1998, he held general manager/resident manager positions with Traders Hotel, Singapore; Shangri-La's Far Eastern Plaza Hotel, Taipei; and Shangri-La Hotel, Kuala Lumpur.  His previous hospitality management experience includes posts in Malaysia, China, Kuwait and the UK.

        As for management, MontOra hotel software is the best suite for the hotel. No matter how large the hotel or resort there is a range of software products in the MICROS-Fidelio hotel software portfolio to help improve the hotel businesses.

        MontOra has a system called Property Management System (PMS), it can choose a hotel software system that will adapt to the specific requirements of the hotel business and they will enjoy new levels of control over every function of their hotel or resort.

        PMS can help with guest information, night audits, inventory control, profit management and report generation. A MICROS-Fidelio property management system PMS takes care of these tasks so the hotel can do what they do best that is to make informed decisions and build customer loyalty.

        Management reservation system is also crucial to Configured to their own specification, the MICROS-Fidelio reservation system will give their staff instant room status and availability, making reservations possible at the touch of a button. This has been a part of the hotel management, because it is used daily when booking. The whole point of the hotel sales will be based on this system.

        In the hotel, marketing is more than a few standard, tried and true sales techniques. That is why at Shangri la hotel management they begin by taking the time to understand the unique environment in which each hotel operates. Specific marketing strategies are devised and then translated into a detailed plan of action. The thoroughness of their marketing plan process translates into an efficient and effective marketing effort.

They understand that implementing the hotel's marketing strategy means much more than telling salespeople what to do. They know that it also means impressing upon the entire staff the importance of customer service because a satisfied customer is the best marketing tool available.

        In their accounting department, they believe that accounting serves a purpose beyond presenting the historical financial position of a hotel. Timely accounting information, properly presented, is information that management can use to improve future performance and compare income and expenses to past performance and future goals. 

        Application Service Provide is used to present deep financial information. Additionally, statistics that are useful in analyzing the financial statements are included. Full supplementary schedules and any backup documentation are available to the owner at any time. They will assist client and they will asset managers in the preparation of their internal reports using ASP. Accounting data is processed using ASP over the internet. This enables their hotel to input daily revenue and statistical data while accounts payable is processed regularly. The end result is that managers, owners and corporate staff can review financial data on line at any time over the internet using a web browser. 

        Using their ASP accounting is also accomplished using the most advantageous arrangement for the hotel. They can either perform all of the accounting, from disbursements to statement processing, at their corporate office or decentralize any portion of the process to the hotel level. At Shangri la management, tight internal and cash controls, combined with strong manager responsibility, are the key to maximizing profitability. 

        As for Maintenance and Energy Management in Shangri la, they believe that maintenance is a key to maximizing guest satisfaction and the hotel's economic life. Maintenance is primarily preventive, therefore they make every effort to schedule it. Energy management is carefully monitored by reviewing the hotel's expenses, and, where necessary, by direct meter readings. To minimize expenses, energy suppliers are consulted on a regular basis to insure that full advantage is being taken of all programs and all economically viable technology. Guest satisfaction is always a consideration in energy management decisions.

Technology Features

        MontOra Software offers a fully completed software package for hotel and restaurant business. It is the world best–known solution in this field called Micros–Fidelio. MontOra Software has an exclusive contract for distributing Micros-Fidelio products for Montenegro.

  

        With the realization of this partnership MontOra succeeded to bring at the market Montenegro technologically and functionally the highest-quality solution offered in the world, which was made according to the highest western standards for tourism. For more than 20 years the Micros – Fidelio Company has been the world leader which permanently works on software development and advancement.

        This solution is of modular type, it is scalable and it can cover the companies which consist of one or more hotels, restaurants and bars. Solution follows all the segments of a company business, dealing starting from sale, reservations, reception, functioning of kitchen, restaurants and bars, to the following facilities of a hotel. A special advantage is that system can be installed in the smallest hotels (minimum of 4 rooms) and in the largest hotels (over 1000 rooms) and hotel chains as well.

        This software helps a lot in the organization; it helps the front office, food and beverage, housekeeping, maintenance and human resource department. It help the department to organize their work and make it less confusing because it is all interrelated to each other. So the other department won’t duplicate or mix up information.  This software is also very secure because it will have a password setting and only certain people will have the password.

        A critical role in the realization of the hotel ICT projects has the company MontOra with the technological and functional support on the local level of Montenegro. Also, with the presence of the MontOra experts at the terrain of Montenegro, the price of software implementation and maintenance is reduced.

Importance

        The hotel benefits from the huge amount of information used by its diverse departments. In order to properly manage all the information, several processes have been developed, processes that comprise a management information system (MIS). With the use of such system, the necessary information within an organization will be provided as well as effectively managed. In other words, every business decision should be backed up by a responsible MIS.

        The hotel software is very important to ensure operational excellence. Business improves the efficiency of their operations in order to achieve higher profitability. Management information systems are important tools available to managers or knowledge worker for achieving higher levels of efficiency and productivity in business operations.

        For a MIS to be really helpful in maintaining a proper development process, it should benefit from a clear set of guidelines, as well as the hotel’s healthy practices, standards and other procedures. It is of utmost importance that the administration of a MIS should strongly rely on a solid framework of rules and regulations, whether we are talking about the MIS development, maintenance or use.

This software also will help with customer/supplier intimacy. When a business serves its customers well, the customers generally respond by returning and checking in more. This raises revenue and profits. The more a business engages its suppliers, the better the suppliers can provide vital inputs. Indirectly it will lower costs. This Hotel exemplifies the use of information systems and technology to achieve customer intimacy. They use computers to keep track of guests' preferences, such as their preferred room temperature, check-in time, and television programs.

        The entire decision making process within an organization is based on the MIS efficiency. The MIS not only supplies facts and figures but also enhances job performance by monitoring and distributing information between company and its customers. All management information systems should be supportive on the long run by backing up the organization’s objectives and goals as well as the entire development strategy.

        Not forgetting, the software is vital to the hotel because of competitive advantages. The hotel invests in management information system and technology because they are necessities of doing business. These necessities are driven by industry level changes. When firms achieve one or more of business objectives, chances are they have already achieved a competitive advantage. Doing things better than their competitors, charging less for superior rates, and responding to customers and suppliers in real time all add up to higher rate, and higher profits.

        Managing information systems are the foundation for conducting business today. In many industries, survival and even existence without extensive use of IT is inconceivable, and IT plays a critical role in increasing productivity. Although information technology has become more of a commodity, when coupled with complementary changes in organization and management, it can provide the foundation for better services, and ways of conducting business that provide hotel with a strategic advantage.

References

http://www.shangri-la.com/en/corporate/aboutus/management/mrnessmannlothar

http://www.shangri-la.com/en/corporate/contactus/offices

http://www.shangri-la.com/en/property/kualalumpur/shangrila/rooms/deluxeroom

http://en.wikipedia.org/wiki/Shangri-La_Hotels_and_Resorts

http://www.shangri-la.com/en/property/kualalumpur/shangrila