DESIGN AND IMPLEMENTATION OF COMPUTERIZED HOTEL MANAGEMENT SYSTEM (A CASE STUDY OF QUEEN SUIT HOTEL, AWKA)

ABSTRACT
This research study examines computerized hotel management system, using sky Queen Suit hotel Awka as a case study. A database application is developed that facilitates two major front office operations of booking and billing. Findings revealed that a computerized hotel management system is more efficient than the manual system of managing records in many hotels. The software development methodology adopted for the development of the system is the spiral model. The programming language used is visual basic 6.0 and the database used is Microsoft access. The design system was implemented using OOP method and tested, and was found successful.

Background of the Study
Hotel management system plays a pivotal role in delivering hospitality to guests. It sets the stage for a pleasant or an unpleasant visit. Guests, often in an unfamiliar setting and wanting to proceed with their business or vacation plans, are eager to learn the who, what, when, where, and how of their new environment (Shumila,2009). Requests for information often begin with the porter, bellhop, front desk clerk, cashier, or concierge, because these employees are the most visible to the guest and are perceived to be the most knowledgeable. These employees are believed to have their finger on the pulse of the organization and the community. Their responses to guests’ requests for information on public transportation, location of hotel facilities, special events in the community, and the like indicate how well the hotel has prepared them for this important role. Front office managers must take an active part in gathering information that will be of interest to guests. They must also be active in developing procedures for the front office to disburse this information (Titus, 2010).

One of the major aspects of front desk management is reservation. According to Wikipedia (2012) a hotel reservation system also known as automated hotel reservation system is a computerized system used to store and retrieve information and conduct transactions related to reservation or booking. Originally it was only applied by airlines but now automated reservation systems have extended to hotels and travel agencies. For hotels, an automated front desk management system is an assistance to manage marketing and sales. Rates and availabilities can be seen by all sales channels that are using the system from a server and this is why it is sometimes called central reservation system. Automated front desk management system enables hotel managers to control and monitor front desk operations (Rivanus, 2001).

With due consideration to the numerous benefits offered by the computer system and the internet, it is imperative that business organizations such as hotel industries take advantage of the computer system and internet so as to reach more clients, gain more patronage and to be known globally. With dynamism in the information technology world, it is important that customers are offered convenient and accessible services to enable them stay at edge among other competitors that are also taking advantage of information technology to enhance their business operations. It is in view of this need to digitize hotel operations that this research study is carried out to develop a front desk management solution (Shumila,2009).