Distribution channel management in hotel chains
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Abstract
This chapter analyses some of the tools that are related to Information Systems (IS) that are used by the hotels to improve their activities, apart from the traditional computer reservations systems (CRSs) and global distribution systems (GDSs). It focuses on the importance of integrating the customers and the other stakeholders in the IS, with techniques such as customer relationship management and also the other advanced techniques. The focus on the customer is overcoming the traditional uses of IS to improve operational mechanisms and increase efficiency. This work has emphasised some of the tools that that managers should be aware of when considering the use of IS for the hotels. Martnez et al. and Azevedo et al. point out that the new customer demands require companies to respond properly to all requests which can affect the quality of service, making the use of technology a strategic issue.