The Use of Information and Communication Technologies (ICT) in Front Office Operations of Chain Hotels in Ghana

Victoria S.,Albert Kwansah,Millicent Kontoh

doi:10.14569/ijacsa.2012.030313

Victoria S., Albert Kwansah + Show 1 more

Open Access

https://doi.org/10.14569/ijacsa.2012.030313

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Abstract

The proliferation of Information and Communication Technologies (ICT) coupled with sophisticated network protocols have unveiled new avenues for enterprises and organizations and the hospitality industries cannot be left out. Technology-based systems stand in a pivotal position to offer better service to the populace. Hospitality industries such as hotels can take advantage of the pervasiveness of ICT vis-à-vis technology-based systems to advance some of their operations. This paper seeks to assess the use of Information and Communication Technologies (ICT) in a front office operation of chain hotels in Ghana. The paper determines the extent of the use of information technology in a front office operation of chain hotels in Ghana. The paper continues to assess the effect of the use of information technology in the front office operation of chain hotels in Ghana, thus if the use of ICT has any effect on chain hotels’ front office operations. The paper further makes recommendations to chain hotel operators and the Ghana Tourist Authority (GTA) and policy makers on the use of information and communications technology in front office operation in chain hotels. Three chain hotels in Ghana were assessed.

Highlights

Information technology is everywhere in this day and age and adding to communication technology, the possibility of how it can be used is endless
Software packages cover virtually every front office function from reservations, room allocation, and guest history, billing and accounting to the production of management information (Knowles, 1998). It is for this reason that using information and communication technologies in front office operations in chain hotels in Ghana is getting a face-lift with both positive and negative impact
Tables and charts were used to collate the data for the analysis. Test questions such as; “Has the use of information technology made any effects on chain hotels in Ghana?” and “what significant change has information technology brought on the front office operations of chain hotels in Ghana?” were used in the research

Summary

INTRODUCTION

Information technology is everywhere in this day and age and adding to communication technology, the possibility of how it can be used is endless. Information and Communications Technology (ICT) involves the use of computer hardware, software and telecommunication devices to store, manipulate, convert, protect, send and receive data (Olifer and Olifer, 2006). Hotels being a subset of the hospitality industry traditionally practise manual system of operation in their front offices as from occupancy of the guest rooms, recording of guest expenditure through to the eventual departure of the guest. Today, these operations are done using the electronic system. Computerization is becoming very important for the efficient and effective operations of the front office

ICT in Front Office Operations

Chain Hotel Front Office Operations

METHODOLOGY

DATA ANALYSIS AND DISCUSSION OF FINDINGS

CONCLUSION

RECOMMENDATION

How long has your hotel or office been using Information Technology?