APLIKASI CUSTOMER RELATIONSHIP MANAGEMENT PADA HOTEL X DI MAKASAR

handojo, andreas and Yohannes, Elsye and Noertjahyana, Agustinus (2010) APLIKASI CUSTOMER RELATIONSHIP MANAGEMENT PADA HOTEL X DI MAKASAR. Seminar Nasional Teknologi Informasi 2010.

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Abstract

Globalization era increase business competition. Espesially on the hospitality business, customer satisfaction levels of service become very important factor in business competition. The role of information technology, especially to support the company's operational activities, such as to store customer data, usage hotel rooms history, facilities usage history, and others. Therefore, it needs an information system that can store data that required by hotels to provide better service to customers. In this study, this application will support customer relationship management on hospitality, and support transaction front office hotel, rooms reservation, laundry, restaurant payment and hotel mini bar. This applications will support hotel management to review history of transactions activity that performed by customer's that stay at the hotel so become one of the inputs for customer relationship management that processed in order to improve service to the customer. With this application, the hotel management can find out information that required in handling operation and development from the hotel, so the hotel can improve better relationships with their customers such as when the customer usually stay in hotel and what facility that they used or what kind of food that they order . This information also give additional consideration for the hotel front office decisions making. Keywords Customer Relationship Management, Hotel, Hotel Front Office

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