Information Transfer Model in Hotel Chain Management

摘要

In the modern world the main focus of hotel competition is not only between different hotel services but also information facility to customers. As the satisfaction of the value customer is of utmost importance for the successfulness of the whole value chain, effective management of information and process transfer is crucial. The challenge of reduced operating costs while increasing customer's satisfaction is the new challenge for doing hotel business. This research question derived from real case study with budget hotel chains, B2 hotel with 18 branches. In-depth interview with owner and 30% of hotel staffs were conducted to understand the existing problems, limitations, and exceed operation costs of information technology service management that deployed in 18 hotel branches. The study aims to highlight the feature of the concept of information transfer model (ITM) and hotel information chain management (HICM) in hotel management. The results of the research provide a model of how the HICM can improve hotel process management, reduce operations costs, and increase customer satisfactions.