ICT is generally known as Information and Communications Technology and acts as a medium for information systems to work. It involves the transmission of signals over a distance for the purpose of communication. The process involves the sending of electromagnetic waves by electronic transmitters. ICT consists of all technical means used to handle information and aid communications, including both computer and network hardware (motherboard) as well as necessary software like the operating system. Wireless communications across the internet, such as email and instant messaging, is another example of communication technologies. The term ICT also refers to the merging(convergence) of telephone networks with computer networks through a single cabling or link system. There are large economic incentives (huge cost savings due to elimination of telephone network) to merge the telephone network with computer network system. An example of information communications technology is the online booking of hotel rooms. Below, we will be discussing on the past and current hotel rooms booking.
Traditional Hotel Booking
In the past, before the introduction of ICT, hotel management operations such as financial management and booking of hotels are done manually. Marketing also incur a large cost advertising their hotel and the services. There is also a tedious process on Customer Relationship Management.
Disadvantages
• Booking of hotel rooms is time consuming. It will usually takes a few hours to few days for the confirmation of rooms
• Manual dissemination of information is inefficient thus hotel staffs may not be promptly updated with the latest info.
• High telephone cost incurred if customers have to book hotel rooms that are overseas
• Difference in time zone and booking hours could cost hotels to lose business
• Language barrier between customer and hotel staff may occur
Advantages
• Hotel staff could answer customer queries immediately
• There is more human interaction between the customer and the hotel staff thus gives the customer a sense of security
• Customers can request for additional services or special requests over the phone or in-person
Present
With the introduction of ICT, it has turned the society from an industrial revolution age where buildings, people and places were heavily dependent on, to an information age that is mainly IT dependent. The distance of the world has shrunk tremendously. These changes to the world are termed as globalisation. ICT has improved many aspects of hotel management; from the daily operations of financial management, the details of floor operations to marketing strategies of its management. Today, booking of hotel rooms are much more convenient.
Online Hotel Booking via Hotels.com
Advantages
• 24 hours cancellation notice prior to checking-in
• As customer have perfect information of hotel room quotations, they are able to make comparison between different agent websites within a short period of time. Due to the competitive market, customers have access to cheaper deals
• Auto currency conversion is easily done without hassle
• Booking of hotel rooms can be done at any time zone
• Customers can attain detailed information of hotel rooms and its availability
• Keep customers updated on the booking status of hotel rooms that you are interested in
• Ratings of hotels and feedbacks from previous travellers are available to allow customers to make better decision
• Toll free calls for enquires are available 24 hours
• Agent provides the distance estimated from the main city or town centre
• With external partnership with bing maps, customers can get a clearer view of
their surrounding without the need to be physically at the place
Disadvantages
• Possible fraud by agency
• Customers are not able to request for additional services to special request through the website
• Confidential information could be exposed to the threats of hackers
• Hotel information such as promotions, pricing etc. may not be updated as frequent if hotel is in the midst of their peak period thus information may not be accurate
• Low IT literacy group might not be able to fully benefit the complex and detailed information provided by the agent.
Conclusion
With ICT, the world is moving towards an IT-oriented world. It has made things easily done for us at the touch of our fingertips anytime, anywhere without physically being there. This has helped move our society from 'space of places' to 'space of flows'. Booking of hotels online has become so comprehensive, it has provided great convenience to travellers.To stay competitive in the industry, hotels must update and upgrade their systems and protection software to protect the welfare of users.
