In reviewing the information technologies that are currently in us[...]
Preview referat: Ritz-Carlton analysis
In reviewing the information technologies that are currently in use at the Ritz-Carlton Hotel Company we find that they are using two separate systems.
The first system is "COVIA" which is used to handle centralized worldwide guest reservations. COVIA started as an international reservation system to serve the airline industry, With United Airlines as the principle owner. In 1990 COVIA agreed to develop the modifications necessary to handle hotel reservations. At first in 1990 COVIA was managing the Ritz-Carlton information system, but by 1992 Ritz-Carlton had taken over the responsibility for the hiring, training, and supervision of its reservation agents. The second system in place is "Encore" which keeps records of reservations for each individual hotel and can also keep track of guest preferences for current and past guest. A small Atlanta based firm developed encore in 1983 because at that time Ritz-Carlton had no relationship with COVIA. Encore has become the keeper of !
each individual's hotel reservations, and gives Ritz-Carlton the means of filing and updating guest preferences and guest history.
The two systems are compatible and when a quest is registered at a particular hotel a staff member from that hotel would request a guest preference file from COVIA and, if one existed, download it into the Encore system. If during a guest stay new preferences were noticed by staff and recorded, they would be added to that guests file on Encore, and the updated file would then be sent back to COVIA shortly after the guest checked out. « mai multe referate din Diverse