Definitions of ICT
ICT (information and communications technology - or technologies) the use of information in order to meet human need or purpose including reference to the use of contemporary devices such as the Internet. It refers to technologies that provide access to information through telecommunications.
Difference in practice
In the past, interested parties who want to reserve a hotel room would have to go down to the hotel personally or send a representative on behalf to confirm the booking. An alternative mode of communication then was by mailing their request to the hotel. These methods were time consuming and not always available as an option for their customers.
For example, customers from a distant location going down to the hotel to make the reservation would find it inconvenient and illogical choice of communication. Mailing their request might not be too reliable as it would take a long time and there is a probability that the mail might not reach its destination.
Telephones back then were totally reliant on how established the network of telephone lines was in the vicinity. This means that remote places would not have access to it.
Before the advancements in technology, it is difficult to address queries quickly due to the constraints faced by hotels in giving a prompt response.
With the advancements in technology, other modes of communication have been made available creating more avenues for customers to contact them about bookings or enquiries.
The introduction of World Wide Web has a great impact on the way hotels advertise and display their services/ prices of their rooms. Most hotels like York Hotel (http://www.yorkhotel.com.sg/), Grand Orchard Hotel (http://www.ogc.com.sg/) have their own virtual stores and often tie up with transaction brokers(www.ichotelsgroup.com/, http://www.holidayinn.com/hotels/us/en/reservation?sicreative=5700612197&sicontent=0&sitrackingid=69719872&siclientid=2763&pcCrdtd=true) to further extend their customer base.
It provides a visual and interactive platform for its’ potential customers to view and ‘experience’ how their stay at the hotel would be like.
The extra services and information hotels provide using ICT makes it easy for enticed customers to reserve the rooms online via their virtual store. They can now book rooms with just a click. Consumers who might have queries are also able to contact them via email and would be able to get a reply within hours. Information on comparisons between hotel rates or provision of services is also readily available through reviews on forums like http://www.travelpost.com/ or http://www.holidaywatchdog.com/ to name a few. As an innovative gimmick, Ritz Carlton hotel has made use of the popular social website facebook.com to advertise their rooms, even making use of the ever popular iphone by creating compatible applications to smoothen the selection process. Transaction brokers have even waived the download fee for the applications.(hotelpal, travelcity etc)
A more convenient mode of payment is also available with ICT. Namely, E-payment, it enables us to pay without the hassle of physically going down to the hotel or mailing a cheque. Consumers are now able to process the payment with just a click. Hotels no longer have to worry about the collection of deposits after the e-payment has been made.
Certain credit card providers also help to advertise to its consumers by providing special privileges and such. With ICT, customers’ past records are available irregardless of which branch he/she had stayed in previously. Such information is invaluable to hotels as they would be able to track and improve their customer service by providing rooms suited to their preferences or needs. Implementing customer loyalty programs would be a breeze now that all the hotel branches information are linked and can be easily accessed from their computer systems.
Conclusion
All in all, though ICT has made the reservation process hassle-free, a lot more accessible; saved a lot of resources and time for both the hotel chains and consumers, it is still far from perfect with problems like double-booking of rooms or the lack of access points in the consumers’ region still around due to computer glitches.
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