As an ICT officer working for Hilton group of hotels which is multinational, there is an excitement caused by the idea of implementing the cloud computing environment to address the company’s concerns. Cloud computing is the latest technology being adopted by the business. For a hotel like ours, cloud computing helps serve consumers in a better way as well as flexibility for the business(Anton-Haro, & Dohler, n.d.).
Hilton hotel is one of the largest hotels in the world; it is set up in major cities across the world. Being a five star hotel, it serves a large number of visitors daily in its Australian branch. The management seeks to improve the link between the hotel and its customers worldwide. Therefore, the administration seeks to improve its overall system , which improves how the visitors are able to engage with the staff, and make bookings easier. The current system ( ERP system) does not support computing and so it is important to implement the cloud computing system(Anton-Haro, & Dohler, n.d.). There are 10 full time IT staff working for the hotel to support the IT infrastructure.
The hotel industry is undergoing major changes in recent years. Tourist establishments, with the aim of being more competitive, are implementing management systems that are capable of improving their business processes. For Hilton Hotel, general ERPs cover a large part of business needs, but some sectors need virtualization to meet their requirements. These ERPs specialized in the hotel sector are called PMS for hotels (Property Management Systems).
More efficient staff: the hotel needs more efficient staff, thanks to the new cloud computing system for hotels, the management can automate those business processes that are slower and more repetitive. In addition it will make our staff more efficient since you can devote your workday to more relevant functions(Bendoly, & Jacobs, 2005).
Increased volume of customers: we can get great benefits from the central reservation. These can bring us a large volume of customers to our hotel. Thanks to our management system we will be able to coordinate in a better way all the reservations that come from this channel.
Check-in, Check-out: The hotel reception is where a larger volume of work normally accumulates. The entrances and exits of many clients establishments tend to be slow, fact that makes the customer do not feel comfortable. Our new system also provides solutions for this area of ??our hotel, automating document management and having a better control of the rooms that are available at any time.
Private information: it will now be possible to optimize the degree of privacy of the information of the business creating different levels of security. Thanks to this our information will be safe and free of being lost due to some type of incidence.
Customer comfort: providing a quality service to our guests is the main objective for Hilton hotel. The new system allows us to save in a database the most relevant information of our clientele(Bendoly, & Jacobs, 2005). Thanks to this, the hotel can offer a better service in the next visits or carry out more segmented marketing actions.
Detailed reports: from the information stored in the database can generate detailed reports and statistics which was not possible under the current ERP system.
Cloud: accessibility and functionality are two of the main benefits of this new technology. Thanks to the technology in the cloud we can now access the system without having to be in the hotel.If our goal is to improve the processes of our business and our competitiveness, investing in a cloud computing management system is certainly one of the best options(K?os, 2010).
Internal drivers influencing change are the human resource of the hotel, this means that if there is efficiency the operations of the hotel will lead to increase in profits. The new system will improve customer-organization relationship.
External change influencer
External environment has continued to impact business operations in the hotel industry. There are so many factors that lead to improved bottomline of the hotel, and one of them being customer management. This enables the business to retain and increase customer base.
Critical success factors
Success for implementation of the cloud computing system will depend on various factors. This project is very important for Hilton hotel and therefore all systems should be directed to support this implementation. The management should fully support the implementation process in order for it to be successful. Secondly, the staff should supports during implementation and execution to ensure success of the system(K?os, 2010). During this process, the company may face resistance to change at all levels of the organizational structure so it is important to fully educate all stakeholders about the importance of the cloud computing system.
Future state of the organization
The main advantage of using Cloud Computing is that if the hotel decides to implement this technology solution , the management should not worry more about the provision, development, operation and maintenance of a proprietary storage infrastructure, composed of software and hardware, necessary to manage its data Since this task will be undertaken by the service provider. In addition to data storage, with Cloud Computing you can have other tools such as applications and internal networks for the company(McGuire, n.d.). Through the use of Cloud Computing, you have the security of having the support of companies that provide the service that are dedicated all the time to this and because of the level of exigency with which they must respond to hundreds of users in the world, have Made an advanced development of its services and offer a high level of stability, guarantee and support for data management.
As a solution developed for an unlimited number of companies, adaptability is another of its strengths, since each user will be able to manage and use the data he needs without the need for expensive training and because the upgrades and upgrades of the platform Virtual management will be applied automatically, without having to worry about uploading the information again or manually updating the applications(McGuire, n.d.). This will enable the hotel to have better customer relations in the future.
As we can see, Cloud Computing is today one of the star applications of the web, in constant development and updating, which allows to have the data of the hotel at any time and place that is required. This technology has been strongly driven by the accelerated growth in the use of mobile devices and by the growing need for organizations to have corporate data at all times to provide better service and support to customers.
Moving from current state to future state
Myopia in this situation also means losing sight of the fundamental aspects that are present in every process of change, since it is not just a question of changing the organizational chart or of communicating the new vision of management.This process consists of creating a new organizational reality by modifying its essence, not simply applying a make-up. This process of change must be understood as a decisive intervention by the company’s management aimed at creating and developing new ideas, such as a deliberate effort to improve the system, to generate new possibilities for action, based on new concepts for employers of the organization (Millard, 2014).
So it is understandable that the key skill for a successful implementation is to manage the change. For its part, change management requires above all:
Define the need for change: all the staff of the organization must know and understand the reasons why the change must be carried out.
Obtain sufficient support: the project must have leaders who carry out the most appropriate initiatives and from the beginning make clear the support for the project, integrating it into the usual activities of all.
Develop an adequate communication strategy: inform a global vision of the project, its characteristics, methodologies, timelines, milestones to achieve, etc.
Similar to the process of change in organizations, three stages can be identified:Defrosting,New Behavior and New Freeze(Millard, 2014).
During Defrosting, individuals or groups should be motivated and prepared to change, making them see the need for such a thing, by becoming aware of the existence of an opportunity, a need or a problem in the organization, which produces a perception of That it is necessary to do something, promoting an effort aimed at weakening and breaking the forces that act in a traditional way in the organization.
This stage can take place naturally, due to the development of the organization or can be the result of a conscious and thoughtful decision to progress in a certain direction(Shelly, & Rosenblatt, 2010).
The new behavior is the stage during which the necessary innovations in processes, relationships and technology are carried out, implies the learning of new behaviors, and produces confidence in change, according to the greater knowledge that One has of the circumstances and the results that are obtained. Measures of change have been adopted and the observed transformations have been accepted.
The new freeze occurs when all those who are related to the situation of change accept the innovations that have occurred and demonstrate new attitudes and behaviors that are constituted as true renewed work habits(Strauss, & Woods, 2007). Final acceptance is demonstrated when all workers perform the task (or use the technology or move in a physical environment) introducing the change in their usual processes: the new behavior becomes part of the personality of the individual or groups.In order to consolidate this stage, reinforcement actions are required, so it is essential that the organization carry out an adequate management of its Human Resources (Competence, awareness and training), and also carry out internal audits.
There are many risks to take into account when implementing a new system for any company. All these risks must be contemplated and analyzed by the personnel of the contracting company before starting the implementation(Strauss, & Woods, 2007). These risks include:
Software that does not cover the basic needs of the company.
Faulty data migration.
Lack of employees involved in the project.
Hidden costs exorbitant.
The implementation of the cloud computing system is a drastic change and a huge expense for the hotel. Many current organizations have even been forced to curb their implementation processes for economic reasons. Failure to consider all factors relating to a new implementation can lead to the hotel losing large amounts of hard-to-recover money. To manage the risks involved in this process, the hotel should carry out the following process effectively(Strauss, & Woods, 2007). Every establishment that is worthy of support must be supported by a well-defined project with solid pillars. There are different implementation techniques, depending on the size of the company, the complexity of the processes and the software chosen. However, it is possible to highlight some common phases that must pass all the process of implementing the cloud computing system.
Analysis: During this phase Hilton hotel must define the project and the requirements that must be met by this new software during the time it works in the company.
Design: everything related to the main applications and functionalities of the cloud computing will be developed. In addition, the main system processes will be configured and data migration will begin from the old software(Sudzina, Kirchner, & Razmerita, 2009).
Implementation: This phase is crucial throughout the project. This will be the installation of the software and the implementation of the new program.
Post-implementation: During this stage adjustments will be made to details, an attempt will be made to improve the system in each problem that may be encountered and finally the final analysis of the project will be carried out.
. Whether the scope of a project is large or small, direct interaction between companies and their key stakeholders – customers, organizations, suppliers and communities – must be clear and transparent. Monitoring all stakeholder interactions, from formal public consultations to informal discussions, is very complex because of the incredible amount and diversity of data that must be collected and managed(Sudzina, Kirchner, & Razmerita, 2009).
Using accurate information is the best possible approach so that companies can monitor the situation and react according to how events unfold. But even if you collect all the “important” data, it will only be useful if used properly. The best tool for handling large amounts of complex data is through an Information Management System (IMS), which provides decision-makers with access to actions that are occurring in the field in order to To determine if the operations are aligned with the business processes(Sudzina, Kirchner, & Razmerita, 2009).
The key benefits of governance : better tracking of activities, auditable processes, traceable records, improved business processes, centralized storage of stakeholder engagement activities, optimizing access to key project information and making Informed decisions on the basis of up-to-date and reliable data.
In designing a hotelproject,planning a process to achieve ahotel goal and objectives must be set.. This implies from the selection of the problem arising in a particular hotel context and its treatment until the presentation of the report. In other words, it involves the realization of several interrelated stages of conception, planning, formulation of actions, implementation and evaluation.
The main objective of a project is to solve, in an organized and planned way, a problem previously identified in its hotel reality, taking advantage of the available resources and respecting certain restrictions imposed by the task to be developed and by the context(Sudzina, Kirchner, & Razmerita, 2009).
With regard to our case, the hotel project that promotes, aims to use Information and Communication Technologies (ICT) to improve the quality of hotel, so that it is possible for different institutions to achieve their hotel mission. This implies carrying out projects of hotel innovation that contemplate proposals that allow solving the problem (s) previously identified in their hotel reality using available ICTs.
As part of the characteristics of ahotel innovation project, we can mention the following as part of the description strategies in helping the customers
It arises from a need identified in the hotel context, personal interests or group and / or learning objectives framed by the manager(Sudzina, Kirchner, & Razmerita, 2009).
It implies a reflection in which, on the one hand, the needs are confronted and, on the other, the means to satisfy them. During its formulation, the problem to be solved, the objectives of the project, the needs and resources available, the responsibilities are distributed and the deadlines for each activity are defined. The project, being a group, requires the commitment of each of the members involved and of the joint organization of the activities to be carried out.
The project must be evaluated on a permanent basis, comparing the work carried out with the project and also analyzing the implementation process. It must also be analyzed the final result of it, in terms of the impact that this meant for its hotel community.
In this report information and communication technologies with their virtual resources fundamentally aimed at providing the conceptual, pedagogical, didactic and instrumental bases that allow participants to design and interact in meaningful learning experiences in virtual environments using resources such as ICTs, Which provides the Internet for the design of hotel plans and projects(Anton-Haro, & Dohler, n.d.).
The hotel breakdown and work package can be effected in the following ways; The monitoring and evaluation of the program of use of ICT will be carried out by means of the elaboration of a hotel project where virtual resources will be used which will be executed during the development of the Hilton Hotel.Periodically the results will be analyzed to feed back the program and detect advances and design strategies of orientation and ancillary. The hotel project that makes use of ICT virtual resources is fundamental as an evaluation criterion.
· The elaboration and realization of a project of hotel, of area or Inter Area applying the ICTs
· Participation in orientation and training activities.
· Interest and motivation in the development of individual and group activities.
· Aesthetics and creativity in the works.
· Appropriation of knowledge that becomes evident in presentational and virtual practices.
· Observation, theorization and proposals formulated in the hotel project.
· Punctuality, assistance.
· Present on the scene the use and appropriation of different information and communication technologies (ICT).
The parts of the project that are developed jointly are the development of the module on virtual resources and virtual practices, such as the formulation of projects and hotel plans with the use of tics(Anton-Haro, & Dohler, n.d.).
Sequencing of Activities and Timelines
This is the elaboration and implementation of the projects and plans of hotel mediated by the ICT.In our recent projects in Australia, we have found an increasing openness to accepting cloud solutions for businesses. We believe that companies must be prepared to take this step, almost inevitable, if we are to remain competitive in terms of costs, reactivity and safety.
What is software in the cloud?
The Software in the Cloud is a metaphor as poetic as inaccurate, referring to applications accessed from the internet via a web browser. These differ from those that are installed on the hard disk of the computer or on a server internal to the company.
Advantages of the Software in the Cloud
Among the advantages of application software in the cloud, we can mention the reduction of infrastructure costs, as well as our internal development and implementation costs(Anton-Haro, & Dohler, n.d.).
Security
It is difficult to compete against the security infrastructure of companies like Amazon EC2 (Elastic Cloud) or Google. Believe it or not, it is much easier to lose your information on internal networks than these clouds.
Costs
Reduce costs considerably by not having expenses associated with own servers or their maintenance. For us as a service provider, we also find it convenient to leave this work to external borrowers of Cloud(Anton-Haro, & Dohler, n.d.).
Agility / Reactivity
For those who use Agile Development methodologies, the development and implementation of a functionality or module is done in a transparent and almost immediate way. This allows us to upgrade systems remotely, in times unthinkable years ago.
Software Risks in the Cloud
Among the risks most mentioned are the following:
Free Software and the Cloud for Companies
Free Software is well positioned to meet the challenge. Since always, those who have developed Free Software have worked with repositories on external servers and coordination systems for asynchronous and remote work. Our product lighthouse is without doubt the development of Systems of Knowledge in Semantic Web. We create Systems based on Ontologies and business rules, which allow to have an “intelligent” system of classification and remuneration of information and indexes of knowledge.
In this hotel the Information Systems Architecture involves the definition of a frame of reference that reflects the “Business Model” from the point of view of information and its processing. The progressive advancement of information as a strategic resource makes it of the utmost importance to have an adequate Information Model of the Company, which is adjusted to the maximum of business, customer and market optics, enabling the development of strategies and objectives in The short, medium and long term(Millard, 2014).
The definition and content of Information Systems Architecture depends on the level of deepening that is developed. At a first level it is possible to define: “Architecture of Information Systems is a frame of reference and a set of guidelines for the construction of systems”
Focus of an information systems architecture
Traditionally in organizations, Information Systems are the result of approaching solutions in isolation, where the mechanization of tasks has taken precedence over the global vision and the conception of common objectives.
Technology architecture
The Information Systems Architecture involves the definition of a frame of reference that reflects the “Business Model” from the point of view of information and its processing. The progressive advancement of information as a strategic resource makes it of the utmost importance to have an adequate Information Model of the Company, which is adjusted to the maximum of business, customer and market optics, enabling the development of strategies and objectives in the short, medium and long term. The definition and content of Information Systems Architecture depends on the level of deepening that is developed. At a first level you can define:
A higher level of deepening that is related to additional objectives of different orientation leads to the following definition. Information Systems Architecture is a set of principles, guidelines and rules used by a company or organization to carry out the processes of purchasing, building, modifying and interconnecting information systems throughout the organization, progressively incorporating criteria of industrialization and reuse of components(Millard, 2014).The Architecture of Information Systems basically together with the Technological Architecture (hardware and software) and the Architecture of Communications make up the Architecture of Information Technologies.
The emergence of new technologies, methods, tools, etc., coupled with the cheapness of the hardware and the problem of the ever increasing maintenance of current applications, makes us think of the evolution of the current systems towards new environments with clearly economic objectives, Productive, quality, and contemplating a comprehensive vision of the hotel.
A reorientation of current Information Systems should leave aside the criteria and models followed up to now and should determine those aspects that offer an integrated design, more standard and easily evolved over time.
Pre-implementationplan and strategies
In this hotel project, efforts should be made to project the information needs that are being identified, and to record on the go the main data entities that are going out, and to imagine the processes necessary to generate the information whose need detected. Once the information needs are gathered, a cabinet work should be carried out to analyze the descriptions elaborated above to identify the overall structure of the information system. Very important questions that must be asked and that help to elaborate the information system are. If not, the structure of the central information system must be defined. Are entities found in data structures that seem to be new ?, if so, to analyze whether they are new data sets, that is, new ways of structuring data already processed by the information system(Millard, 2014). Are there information processes similar to those already existing? If so, it can give clues to what can become an information subsystem with its own identity. It is about avoiding definitions of subsystems that interact with others in a complex way. We must maintain the vision of the systems that correspond to business processes. After analyzing the information needs, it is clear which computer projects (subsystems) are necessary to implement the company’s information system. But alternative plans must also be made that are tailored to the costs, speed needs that respond to different functional areas. In such alternative plans, two decisions should be taken into account.
Post-implementationplan and strategies
Recognizing how information and communication technologies justify their appropriation from any perspective of hotel management, since the most conductive and emancipatory hotel proposals can be mediated by the use of virtual resources. The design of hotel plans and projects mediated by ICT, with virtual activities such as the use of electronic mail, hotel chats, hotel forums, learning networks.
It is a feature of maintainability, verifiability and flexibility, that is, that the system offers the ease of program correction, which allows testing after modifications, and deletes or adds new functions. Finally, transfer factors are defined by portability, compatibility and reusability; so that an information system must be usable in another computer, allow the connection with other programs as well as the possibility that a part of the program is reused in another application. In any case, the most important thing when it comes to implementing a new information system in the company is: Ensure that you hire the best human and technical resources to carry it out(Millard, 2014). Ensure that with the change the company’s productivity is profitable. It should be noted that it will not be a definitive change since the information and technology systems of the company are subject to change and updates, at least every five years. The architecture method of planning information systems is A plan for the selection of information technology and the development of the information systems necessary to support the company’s mission. The main components are:
The models analyze Information Systems based on functions, data and information flows. The systems are structured in levels identifying the basic elements necessary for production, other systems oriented to the management and those used in the decision of the business. The method contributes the stepped development in layers which allows a progressive advance in the elaboration and understanding of the same. This model establishes a first division of the Organization’s activity from the point of view of Information Systems in areas of basic competence, seeking in each of them different criteria in terms of the scope and typology of information.
Conclusion and Recommendation
In this report, a hotel like Hilton entails using of systems like cloud computing to store relevant information(Millard, 2014).The computerization of the group of hotels entails the establishment of a methodology and computer tools (software and hardware) that allows the processing of information by automatically carrying out all the steps associated with business management. But before making the decision to incorporate information systems to the company, it is necessary to carry out a rigorous analysis of the risks and opportunities that may arise. The information systems planning methodology not only detects the strategic potential of the information systems but also employs tools and techniques to obtain information plan(Millard, 2014).
In this methodology we find two well-differentiated parts: Top-down planning, where the business and corporate objectives, drawn by executives, and information systems specialists are set. Next, we examine the data that would be needed and design an information architecture that defines the relationship between the data
References
Anton-Haro, C., & Dohler, M. Machine-to-machine (M2M) communications.
Bendoly, E., & Jacobs, F. (2005). Strategic ERP extension and use. Stanford, Calif.: Stanford Business Books.
DOD’s enterprise resource planning (ERP) system implementation efforts. (2012) (1st ed.). Washington.
K?os, S. (2010). Evaluation methodology of ERP. Zielona Go?ra: Univ. of Zielona Go?ra Press.
McGuire, K. Hotel pricing in a social world (1st ed.).
Millard, C. (2014). Cloud computing law (1st ed.). Oxford: Oxford University Press.
Shelly, G., & Rosenblatt, H. (2010). Systems analysis and design. Boston, Mass.: Thomson Course Technology.
Shelly, G., & Rosenblatt, H. (2010). Systems analysis and design (1st ed.). Boston, Mass.: Thomson Course Technology.
Strauss, R., & Woods, R. (2007). One well. Toronto: Kids Can Press.
Strauss, R., & Woods, R. (2007). One well. Toronto: Kids Can Press.
Sudzina, F., Kirchner, K., & Razmerita, L. (2009). Knowledge management in ERP system implementation (1st ed.).
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