A study of Information Communication Technology and its

impacts on the hotel operations in Zimbabwe

Project report

SUBMITTED BY: VINCENT CHIGUBA

R142435G

In partial fulfilment for the award of degree of Honors degree in Tourism

and Hospitality Management.

UNIVERSITY OF ZIMBABWE

DEPARTMENT OF TOURISM, LEISURE AND HOSPITALITY

MANAGEMENT

April 2016
Declaration

This is to certify that this project entitled A study of Information Communication Technology
and its impacts on the hotel operations in Zimbabwe, which is submitted by me in partial
fulfilment of the requirements for the award of the degree (HTHM) by the University of Zimbabwe
comprises only my original work and due acknowledgement has been made in the text to all other
materials used.

Name of student: Vincent Chiguba Date..

Supervisor : Mr. J. P. Sai Date..

Dedication

I dedicate this project and give special thanks to my parents Mr. and Mrs. Chiguba, I thank you
mom and dad for the support you laid on me you are the best parents.
Acknowledgements
I give thanks and gratitude to the following people starting with Mr. J.P Sai for being my mentor
in the completion of my research project, I thank you for the encouragement also. I would want to
thank Joseph Chisiiwa and Holylife Mbangure my colleagues for the support and discouraging me
to do unnecessary activities during school times. I also appreciate the cooperation of the following
hotels managers who take part in my research project: Holiday Inn, Baines hotel, Meikles hotel,
Cresta lodge, Ambassador Hotel, Bronte the Garden hotel, Hotel Elizabeth, Jameson hotel and
Garry Court Guest lodge.

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Abstract
The research was aiming on identifying how the adoption of Information Communication
Technology (ICT) has affected the business processes (operations and service delivery) of hotels
in Zimbabwe. The areas of investigation were to establish a range of ICT systems and components
used by hotels, roles of these systems, changes brought by the introduction of these systems and
components (focusing on benefits brought and challenges) and their impacts on the service
delivery to the guest. The study shall assist in the identification of increased efficiency brought by
the progression of the ICT by reviewing and assessing both its positive and negative impacts. The
research was targeting the managers of different departments which include front office,
housekeeping, human resource, food and beverage and accounts, semi-structured interviews were
employed to gather data which was relevant to the study. The researcher applied convenience
sampling technique due to time and financial constraints, therefore the research was centred in
hotels which are in Harare, however this marks one of the limitations of the research. Results and
data analysis reveal that several ICT components have been adopted by many hotels to facilitate
their operations, these include property management system (PMS), several hotels reviewed that
they use Medallion system as their PMS which links all departments of the hotel, its main functions
was said to manage reservations through reservations program, guestrooms management and
managing guests accounts. The other PMS system which was discovered is the eZee front desk
system which is centred at the front office, however it support other departments in their
operations. The research also unveils impacts of ICT components usage which embraces easy
communication of the hotel with its stakeholders (vitally its guests), entering into new markets
(international markets). Therefore, the researcher suggested that hotels have to hire qualified and
skilled personnel to operate and maintain the ICT components and systems, improvements in the
ICT infrastructure in Zimbabwe has to be prioritized to enable the industries relying on it to
function soundly.

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Contents
Acknowledgements ...................................................................................................................................... i
Abstract........................................................................................................................................................ ii
ABBREVIATIONS ............................................................................................................................ vi
LIST OF TABES ....................................................................................................................................... vii
LIST OF PICTURES ................................................................................................................................ vii
CHAPTER 1 ................................................................................................................................................ 1
1. Introduction ..................................................................................................................................... 1
1.1. Background to the study............................................................................................................. 1
1.2. Problem statement ...................................................................................................................... 2
1.3. Main research objective.............................................................................................................. 3
1.3.1. Specific objectives ............................................................................................................... 3
1.4. Main research question .............................................................................................................. 3
1.4.1. Specific research questions ................................................................................................. 3
1.5. Significance of the study ............................................................................................................. 3
1.6. Limitations of the study .............................................................................................................. 4
1.7. Chapter summary ....................................................................................................................... 4
CHAPTER 2 ................................................................................................................................................ 5
LITERATURE REVIEW .......................................................................................................................... 5
2. Introduction ..................................................................................................................................... 5
2.1. Definition of Information Communication Technology (ICT) ............................................... 5
2.2. Information Communication Technology systems and applications used in hotels ............. 6
2.3. Benefits of ICT to hotels ............................................................................................................. 9
2.4. Challenges of ICT systems on hotel operation ....................................................................... 11
2.5. Social media and hotels............................................................................................................. 12
2.6. Chapter Summary .................................................................................................................... 13
CHAPTER 3 .......................................................................................................................................... 14
METHODOLOGY/RESEARCH DESIGN ............................................................................................ 14
3. Introduction ................................................................................................................................... 14
3.1. Research design ......................................................................................................................... 14
3.2. Research methodology .............................................................................................................. 14
3.2.1. Qualitative research .......................................................................................................... 15
3.3. Population .................................................................................................................................. 15

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 3.4. Sampling .................................................................................................................................... 15
3.4.1. Non-probability sampling technique ............................................................................... 16
3.5. Research instruments and data collection tools ..................................................................... 16
3.5.1. Semi-structured interviews .............................................................................................. 17
3.6. Data collection procedure ......................................................................................................... 17
3.7. Ethical issues.............................................................................................................................. 17
3.7.1. Honesty............................................................................................................................... 18
3.7.2. Objectivity ......................................................................................................................... 18
3.7.3. Confidentiality ................................................................................................................... 18
3.7.4. Respect for intellectual property ..................................................................................... 18
3.8. Limitations of the research....................................................................................................... 18
3.9. Chapter Summary .................................................................................................................... 19
CHAPTER 4 .............................................................................................................................................. 20
RESEARCH FINDINGS .......................................................................................................................... 20
4. Introduction ................................................................................................................................... 20
4.1. Demographic data ..................................................................................................................... 20
4.2. Thematic area 1: ICT systems used by departments of the hotels ....................................... 22
4.3. Thematic area 2: Roles of ICT in the day to day operations of hotels in Zimbabwe .......... 22
4.4. Thematic area 3: Benefits brought by the adoption of ICT .................................................. 24
4.5. Thematic area 4: Challenges faced by hotels in Zimbabwe in using the ICT systems ....... 26
4.5.1. Power failure ..................................................................................................................... 26
4.5.2. Crashing of software ......................................................................................................... 27
4.5.3. Costs associated with the use of ICT systems and components .................................... 27
4.6. Thematic 5: Impacts of ICT components on service delivery to the guests ......................... 29
4.7. Chapter summary ..................................................................................................................... 30
CHAPTER 5 .............................................................................................................................................. 32
CONCLUSION AND RECOMMENDATIONS .................................................................................... 32
5. Introduction ................................................................................................................................... 32
5.1. Conclusion ................................................................................................................................. 32
5.1.1. ICT systems and components............................................................................................... 32
5.1.2. Tasks performed by the ICT systems and components ..................................................... 33
5.1.3. Benefits brought by the adoption of ICT ............................................................................ 34
5.2. Recommendations ..................................................................................................................... 36

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 5.3. Chapter summary ..................................................................................................................... 37
Reference list ............................................................................................................................................. 38

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ABBREVIATIONS

CRO.Central Reservation Office

CRS.Central Reservation System
DBMS...Database Management System
EPS.Electronic Payment System
GDSGlobal Distribution System
ICT.Information and Communication Technology
IMSInventory Management System
IT...............Information Technology
OS.Operating system
PMS...............Property Management System
POS..Point Of Sale
ZNPICT..Zimbabwe National Policy for Information and Communication Technology

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LIST OF TABES

TABLE 1: Demographic distribution

TABLE 2: Number of respondents in hotel departments
TABLE3: ICT systems and components used by hotels
TABLE 4: ICT systems and programs functions
TABLE 5: Benefits to the hotels brought by the adoption of ICT
TABLE 6: Costs associated with the use of ICT components
LIST OF PICTURES

PICTURE 1: POS touch screen

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 CHAPTER 1

1. Introduction

Information Communication technologies (ICTs) are often spoken of in particular context such as
ICT in education, ICT in hospitality industry and many more. ICT is an umbrella term that includes
any communication device or application, encompassing radio, television, cellular phone,
computer and network hardware and software, satellite systems and so on (Rouse;2014). Poon
(1993) defines ICT as the collective term given to the most recent developments in the mode
(electronic) and the mechanisms (computers and communications technologies) used for the
acquisition, processing, analysis, storage, retrieval, dissemination, and application of information.
Many countries around the world have established organizations for the promotion of ICT such as
network providers to support their industrys sectors such like the hospitality industry which can
contribute to the economy of its nation.

A hotel is a commercial establishment providing lodging facilities, meals and other guest services
when they are away from their usual environment. According to Business dictionary.com, for an
establishment to be called a hotel it must have a minimum of six letting bedrooms.

This research aims at exploring the improvements brought by ICT in the operations of hotels in
Zimbabwe. This include how the internet contributes in the marketing of organization in
hospitality industry. The implications of the ICT advancement on service delivery to hotels guests.
The research aim also on identifying how the ICT will transform the hotels operations in the future.

The final report will contain the introduction, critical review of the literature, methodology or
research design, findings or results, the conclusions and recommendations as well as the reference.

1.1. Background to the study

The development and application of information and communication technology (ICT) in

Zimbabwe since Independence in 1980 to date has seen unprecedented changes due to fast
technological developments (Zimbabwe National Policy for Information and Technology). This

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growth has been achieved as the government of Zimbabwe did not ignore the importance of ICTs
in developing other sectors such like the Tourism sector.

Information Communication Technology (ICT) remains one of the major forces driving change to
the hotel industrys operations. The application of ICT in hospitality industry has been continued
development and ICT nowadays becomes an indispensable part helping most of important work
in hotels. In the past, most of works in the hotel were dependent on paper and need a lot of time to
finish but now, when the ICT is developing, most of works are finish faster and certainly save time
(ICT and impact of; 2015)

Hotels in the past were using the traditional distribution channels where intermediaries sell their
products on their behalf. These intermediaries include travel agencies and tour operators. However,
through the advancement in the ICT, hotels can now be able to contact directly with their
customers. Highly dependency on the intermediaries was resulting in the loss of margin which
were being paid to agents as commission (Bowie and Buttle; 2011). In addition, were taking
ownership of the customers away from the hotel mea

ICT components improves in the communication need of hotels in Zimbabwe for instance when
marketing their products they make use of internet services. Notably, the Internet has been
recognized as being increasingly important for information dissemination, communication, and
online purchasing, as well as being a distribution channel for hotel markets (Avcikurt, Altay et al
2011). Local hotels face difficulties in the past in making awareness of their products and services
to the international markets thereby remaining uncompetitive in foreign markets.

1.2. Problem statement

Hotel operations in Zimbabwe have been affected at large through the adoption of ICT in the hotel
industry. The problem is to have a clear understanding of the hotels processes which were affected

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by the advancement in ICT, as well as the extent to which the hotels benefited and the costs
incurred in implementing and using the ICT components. There is also need to comprehend the
challenges which are faced by hotels in Zimbabwe in using these ICT systems.

1.3. Main research objective

To identify how the adoption of information and communication technology affects business
processes (operations and service delivery) of hotels in Zimbabwe

1.3.1. Specific objectives

I. To establish the range of ICT systems used by hotels in Zimbabwe
II. Identify the roles of ICT in the day to day business operations of hotels in Zimbabwe
III. To identify benefits brought by the adoption of ICT by hotels in Zimbabwe
IV. To identify the impact of ICT on service delivery to hotels guests in Zimbabwe
V. To identify challenges faced by hotels in Zimbabwe through the adoption of ICT.

1.4. Main research question

What are the impacts of ICT on the hotel operations in Zimbabwe?

1.4.1. Specific research questions

i. What are the range of ICT systems used in hotels in Zimbabwe?
ii. What are the roles of ICT in the day-to-day business operations of hotels in
Zimbabwe?
iii. What are the benefits brought by adoption of ICT to hotels in Zimbabwe?
iv. What are the challenges faced by hotels in Zimbabwe resulted from the adoption of
ICT systems and components?
v. What is the impact of ICT on service delivery to hotels guests in Zimbabwe?

1.5. Significance of the study

Studying the impacts of ICT on hotels operations is of paramount important as it can prove to be
relevant for the future of hotels operations which include communications within and outs the
organization, security matters as well as marketing strategies. The research outcomes will help in

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identifying increased efficiency brought by the evolution of the ICT to the hotels operations. The
research will also help to identify the extent to which ICT infrastructure is being used in hotels in
order to improve their operations. The study will provide information on areas which the hotels
can use the ICT and adopt it in improving its performance for example operations in rooms division
and food and beverage department as well the applications which can be used in pursue of
improving performance. This will empower hotels in Zimbabwe to have a competitive advantage
over its international rivals by adopting systems and applications which may be used by those
competitors. The study will also create employment for ICT graduates since the managers of the
hotels will have appreciate the importance of ICT infrastructure and installations.

1.6. Limitations of the study

Considering the objectives of the study, ICT managers in hotels may only express their perceptions
about the use of ICT and will considers their experiences on the systems being used internally their
hotels. On identifying the challenges and weaknesses of the ICT, managers may provide challenges
which may be because of their failure to install the systems properly.

1.7. Chapter summary

This chapter presented the research topic which is the study of information communication
technology (ICT). ICT components were outlined as telephones, computers, radios and television.
The background of the study was also provided in this chapter. It was discovered that since 1980
Zimbabwe witnessed ICT changes more rapidly due to rapid change in technological advancement,
this was because the government did not ignore the importance of ICT in developing sectors of the
economy. This section further provides a framework on how the research will achieve its main
objective through answering specific research questions. The research was justified as it will
identify increased efficiency brought by the evolution of the ICT.

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 CHAPTER 2

LITERATURE REVIEW
2. Introduction

Literature review is a systematic, explicit and reproducible method for identifying, evaluating and
interpreting the existing body of recorded work produced by other scholars (Khan, 2008).
Saunders et al (2009), suggested that literature review requires you to demonstrate awareness of
the current state of knowledge in your subject, its limitations, and how your research fits in this
wider context. Knowledge of the literature enable the writer to assess the context to which your
research is likely to provide fresh insights into the topic. The researcher will highlight on
distinguishing his research with the knowledge that exist such that new results and findings are
incorporated into the academic curricula.

2.1. Definition of Information Communication Technology (ICT)

According to Marshall and Taylor (2010), ICTs are technologies which facilitate communication
and thus the processing and transmission of information electronically. In addition Duncombe
and Heeks (2002) define ICT as the electronic means of capturing, processing, storing, and
disseminating information. Chandler et al (2012) elaborate that ICT term is commonly used as a
synonym of the phrase computers and computer networks, but the only difference is that it (ICT)
also incorporate other information distribution technologies such as television and telephones.
They delineate ICT as the study, design, development, applications, implementations support or
management of computer-based information systems. The term ICT confuses with Information
technology (IT). IT refers to the application of computers and telecommunications equipment to
store, retrieve, transmit and manipulate data (Daintith and John (2009), often in the context of a
business or other enterprises. Chandler et al (2012) supports that IT is a field of engineering which
is derived from combination of computers and telecommunication science and employed in stores
in order to retrieve, transmit and manipulate data. To further the difference, examples of the
diverse array of ICT tools include, personal computers, laptops, tablets, mobile phones, transport
systems, televisions, and network technologies. (http://www.uq.edu.au/ICT/what-is-ICT ; 2012)

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Mupfiga (2015), provided that there are a number of factors that affect the adoption of ICT in
hotels. He added that the geographic location of a hotel has a major impact on its operations and
profitability. The geographical location of a hotel would greatly determine the profile of its
visitors, the size of its market and the level of competition that it has to face. A hotel will therefore
be more inclined to adopt ICTs if it expects the ICT based facilities to either provide greater
competitive advantage or to blunt the advantage enjoyed by its competitors considering the
characteristics of its customer profile, its market size and the intensity of competition that it has to
face.

2.2. Information Communication Technology systems and applications used in hotels

A range of ICT systems has been noted by many scholars. Cameron (2007), identified ICT systems
which are used by the hotels, these comprise the Central Reservation Systems (CRS), which are
normally used by hotels that are part of a chain or franchise group. She alluded that this allows on-
booking between hotel as well as the acceptance of direct booking from a Central Reservation
Office (CRO). These systems will automatically update the front office and CRO on the hotels
available room inventory (Cameroon; 2007). Networking the CRS enhances cost effective, faster
communications and effective exchange of information and efficient management of data (Lucey;
2005) cited by Ansah et al (2012). Kasavana and Cahill (1996) furthers the use of Property
Management System (PMS). They defined PMS as a computer based lodging information
system. A PMS is usually limited to individual properties, they interface with various external
and internal systems to provide a unified view of the property to the general manager
https://www.infosys.com/industries/hospitality-leisure/white-papers/Documents/guest-
management-system.pdf. Property Management System (PMS) is used to manage the room
inventory, record guest details and produce billing information (Patsanza; 2014). Kasavana and
Cahill (2007) added that the components of PMS may vary but emphasis that it is a set of computer
programs that relate to front office and back office activities. They identified these software
programs as reservation module, room management module and guest accounting module. The
reservation module receive data directly from the central reservation system and in-house
reservations records (Kasavana and Cahill; 2007). Kasavana and Cahill (2007) outlines that rooms
management module maintains up-to-date information regarding the status of rooms, assist in the

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assigning of rooms during registration and helps coordinate many guest services. Guest accounting
module was said to increase the hotels control over guest accounts and significantly modifies the
night audit routine according to Kasavana and Cahill (2007).

Other systems which were notified are Inventory Management Systems (IMS), according to
Odoom (2012), are used to create reports and track costs on which suppliers and vendors have the
best costs as well used to reconcile or adjust inventory after physical counts. An inventory
management system combines the use of desktop software, barcodes scanner, barcodes printers
and mobile devices to streamline the management of inventory for example goods, consumables,
suppliers, stocks etc. (the web)

There are front office systems as well which include Electronic Point Of Sale (POS) system, table
management systems, reservation/ wait list management systems (Farrish et al; 2009). They
alluded that the Electronic POS system is the core system for food and beverage operations,
managing, among other things, the ordering and delivery of all menu items in one or more.
Kasavana and Cahill (1992) also argued that Electronic POS are used in food and beverage service
areas (such as restaurants, bars and services) to keep a track of current food and beverage orders.

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Picture 1: POS touch screen (Courtesy of MICROS Systems, Inc.) John Farrish et al 2009.

Other front office systems cited by Farrish et al (2009) comprise of reservation and table
management systems. He indicated that reservation systems have developed into database which
can be used to track the purchase habits and other important information about guests. Reservation
systems can also help reduce bottlenecks by managing the number of reservations to be granted at
a particular time while also helping hotels and multi-unit companies steer business to different
venues should reservations not be available in a particular place (Farrish et al; 2009). Table
management system was determined as a display screen which shows a visual layout of the hotel
restaurant and also provide management with the capability of showing when tables have been
combined for large parties (Farrish; 2009). They also added that table management systems, when
used properly, can allow restaurants to turn tables faster by making available up-to-the minute
table status information. In order to do this, the table management system must be integrated with
the POS system and the reservation system. By integrating the table management system with the
POS, a host or matre d can see immediately on a video screen the status of each table, whether
the entre has been ordered or served, whether the check has been presented etc, (Farrish et al;
2009). Table management system also provides managers with accurate estimates of how long it
will take the table to be vacated.

Kasavana and Cahill in addition identified Database Management Software (DBMS) as programs
which allow users to catalog and store information about their business for future use. They define
database as a collection of related facts and figures design to serve specific purpose. Database
management software is a software system that uses a standard method of cataloging, retrieving,
and running queries on data. DBMS manages incoming data, organizes it and provides ways for
the data to be modified or extracted by users or other programs
(http://techterms.com/definition/dbms). Examples of DBMS include Microsoft access, SQL
Server, dBASE and FoxPro according to the web

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Oconnor and Piccoli (2003), pointed out Global Distribution Systems (GDS), which they
advocates that they promised benefits in terms of cost, efficiency and market each relative to
traditional print-and-telephone based methods. Using GDS, hoteliers could have access to
worldwide market of travel agents, all clamoring to sell hoteliers products with little extra
transactions costs beyond what the hotels would normally pay in commission charges. Patsanza
(2014), defines GDS as a worldwide automated reservation network that enables automated
transactions of reserving air seats, hotel rooms and other services. He further illustrates that, there
are so many GDSs used today, these include Sabre, Galileo, Amadeus and World Span. The overall
purpose of these GDSs is to facilitate worldwide distribution network to facilitate easy and fast
transactions to take place (Kontoh & Blankson, 2012), cited by Patsanza (2014).

An additional ICT system is the Electronic Payment System, according to Patsanza (2014),
Electronic Payment Systems (EPS) refers to an electronic means of making payment for goods
and services. Jing (2009) provides that in an emergence of e-commerce, credit cards have long
been represented by electronic means of payment, credit cards in shopping malls, many hotels and
other places could swipe off the card. Several electronic payment systems which include payment
cards and paper based instruments were used in order to decrease the amount of cash in circulation
and reduce the danger of going about with cash (Patsanza; 2014). EPS is a subset of e-commerce
transactions to include electronic payment for buying and selling goods or services offered through
the internet (www.epayment.com).

2.3. Benefits of ICT to hotels

Oconnor (2000) discuss some of the characteristics that makes the use of computers, which are a
component of ICT, useful which include speed which he alluded that computers can process a
thousand of transaction in little seconds, accuracy that is they do not makes mistakes and perform
correct calculations and discipline in that computers can perform the same tasks over and over
again, and can never get tired, bored or distracted.

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Buhalis (2003) reviewed that the internet has allowed hotels to increase their interactivity with
customers and reduce some of their operational costs. In addition he suggested that systems of ICT
which include internal systems and intranets have serve several business functions which are to
capacity management and operations efficiency, facilitating central room inventory control,
providing last room availability information, providing better database access for management
purposes, supporting extensive marketing, sales and operational reports, facilitating marketing
research and planning, providing travel agency tracking and commission payment and direct
marketing and personalized services for repeat hotel guest.

Hospitality industry is an extremely information-intensive industry (Poon, 1993). Poon (1993)

further state that the rapid development of information technologies facilitates the speed and
efficiency with which the industrys information is processed, stored, retrieved, distributed and
otherwise manipulated. He added that hotels use the technologies to carry out their front office,
back office and food and beverages operations, to entertain their guests and to distribute their bed
night in the marketplace.

Oconnor (2000), puts forward that most systems allow reservations to be retrieved using either
the guests name or the reservation confirmation number. He mentioned that once the reservation
is displayed on the screen, a room is allocated from the list of vacant rooms displayed by the
system. These systems (reservation and PMS integrated) will prevent a room being occupied to be
allocated to another incoming guest. With systems being integrated together, the allocation process
will make all auxiliary systems aware that a new guest has registered, each system will then
provide its service to then newly occupied room ( Oconnor; 2000). For example the telephone
system will allow calls to be made from the rooms telephone, the energy-management system will
blast a room with warm or cool air to get it to an acceptable temperature, and the electronic door-
lock system will issue a new magnetic key specifically for the new guest.

The ICT systems are useful in facilitating coordination between different departments. For instance
according to Oconnor (2000), front office needs accurate and up-to-date information concerning
the status of vacant, occupied or dirty room from the housekeeping in order to operate effectively.

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Some systems enables this using telephone system, that is when a room attendant has finished
servicing a room, he or she types a code into the telephone, which alerts the computer that the
room is ready for inspection (Oconnor; 2000). It can be checked by the floor supervisor, who
enters another code to inform the PMS that it is clean and ready for allocation for incoming guests
as a result the front desk is aware immediately when the rooms are ready for new guests.

Kotas (1996) provides that advancement in Information Communication Technologies curbs the
geographical distance constraints in communication between the receiver and sender through the
use of radio, telephone and internet. ICT systems also enables the abroad potential tourists to
access information about local hotels that is for instance how many five star hotels are found in
Zimbabwe and their names. ICT removes distance and time limit in accessing required
information flows and hence improves coordination of activities within organizational boundaries
as stated by Patsanza (2014).

2.4. Challenges of ICT systems on hotel operation

There is a shortage of ICT skilled manpower to roll out ICT programs (Zimbabwe National Policy
for Information and Communication Technology (ZNPICT); 2015). According to the
ZNPICT (2015), this shortage has a knock-on digital literacy which drives uptake and usage of
ICT services. There is need to integrate ICTs in the education curricula commencing from early
childhood education level as well as promote ICTs uptake within communities. Marko and Moore
(1980) mentioned that, the effectiveness of the ICT systems are directly related to the quality of
the management using it. He added that the systems are perceived as a tool for better performance
in a well-managed hotels, while in poorly managed properties, the systems often serves as a
convenient excuse for all operational problems. However, Cameron mentioned that in most cases
the problem may not because of the users but lies on the systems, which did not follow their
expectations or fit the way the organization as a whole operated.

There are costs which are associated with the use of ICT systems. Installing and acquiring ICT
systems results in high financial cost incurred by hotels. In addition, they also incur maintenance

11
cost. Adoption of ICT in relation to various organizational processes by hospitality companies can
be associated with funding difficulties (Dudovskiy; 2014). Henderson suggested that every
business must consider startup costs when implementing any type of information technology
system. He added that to the cost of hardware and software, some technology system vendors
require business to purchase user licenses for each employee that will be operating the system. The
organization will also incur costs in training employees in unfamiliar technology. Upon the
capitalizing of the ICT systems Zimbabwe National Policy for ICT discussed about the liquidity
crunch which was prevailing in the country that it had made it almost impossible to secure long
term domestic funding for ICT projcts.

Lacking of knowledge and expertise was also identified was also identified as one of the major
challenges. Many hotels are not well equipped internally to support and foster the effective
exploitation of ICT to benefit development. They simply do not have the knowledge, expertise, or
organizational capacity needed. The use of information technology is often seen as a problematic
issue relating to back office systems. Furthermore, ICT often has a questionable reputation as a
result of previous unsuccessful or costly initiatives (Crowley et al; 2013). There is a shortage of
ICT skilled manpower to roll on ICT programs Zimbabwe National Policy for ICT (2015)
suggested. This shortage has a knock-on digital literacy which drives uptake and usage of ICT
services.

Through the use of internet, computers are subject to the effects of computer viruses. Computer
viruses were defined by Microsoft as small software programs that are designed to spread from
one computer to another and to interface with computer operations. Computer viruses may lead to
malfunctioning of some systems which will affect the flow of information as well as other
operations.

2.5. Social media and hotels

Social media is among the enablers of information dissemination. The growth in the ICT industry
has given birth to social media which has apprehended the interest of many people all over around

12
the world (Patsanza; 2014). Social media comprises of sites like Facebook, YouTube, LinkedIn,
Instagram among others. Many people access and have joined these sites, therefore most hotels
have taken the opportunity to advertise (market) their products on these social medias. Social
media supports the hotels to create a brand and raise its cognizance, as the majority of the
population, which constitutes the market visits social media sites like Facebook, Twitter and
YouTube, getting your brand name all over those networks can help you let people know that your
organization is existing and this reduce the costs of marketing (Patsanza; 2014).

2.6. Chapter Summary

This chapter was focusing on identifying, evaluating and interpreting the existing body of recorded
work which was done by other scholars pertaining to the researchers topic. It was identified that
literature review enable the researcher to refine his/her topic. In this chapter recent several scholars
agrees that Information Communication Technology (ICT) in general refer to electronic means of
capturing, processing, storing, retrieving and disseminating information. A clear difference was
made between ICT and Information Technology (IT) in which IT was referred as the application
of computers and telecommunications equipment used to store, retrieve, transmit and manipulate
data. Numerous ICT systems and applications used in different departments within the hotel were
identified which include CRS, PMS, IMS, Electronic POS, Reservation and Table Management
Systems, DBMS, GDS, EPS among others.

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 CHAPTER 3

METHODOLOGY/RESEARCH DESIGN

3. Introduction

This chapter will look on the techniques and procedures used to obtain and analyse data. The
methodology includes questionnaires, observations and interviews as well as both quantitative
(statistical) and qualitative (non-statistical) analysis techniques (Saunders et al; 2007). Therefore
in essence methodology refers to the concept of how research should be undertaken. In this case
the researcher wants to explore the impacts that adoption of ICT has on the hotel operations in
Zimbabwe.t

3.1. Research design

According to Saunders et al (2007), it is the general plan of how you will go about answering your
research question(s) that is it will contain clear objectives, derived from your research question(s)
specify the sources from which you intended to collect data. Therefore, research design constitutes
the plan and tools for the collection of data, how it is measured and analyzed with the aim of
answering the research question. Research design enables the researcher to address the problem
systematically and ensure that relevant information is obtained. It furthermore explain how such
data will be obtained and describe the methods of analysis to be employed to the data.

3.2. Research methodology

The researcher employed descriptive research in order to address his research main objective
which is to identify how information and communication technology affects business processes
and service delivery in hotels in Zimbabwe. Is undertaken in order to ascertain and to be able to
describe the characteristics of variables in a situation (Sekaram; 1992). Description study enables
the researcher to define relevant aspects of the spectacle of interest to the researcher from an

14
individual, organization, industry, or other perspectives. Saunders et al (2007) mentioned that one
of the objective of descriptive research is that it seek to portray an accurate profile of persons,
events or situations.
.

3.2.1. Qualitative research

Qualitative research was used by the researcher through interviews which were held with the top
management of different departments of a hotel. Lin (2011) provided that qualitative research
enables the researcher to conduct an in-depth study about his/her topic Qualitative research gives
room to the researcher to ask questions for further explanations that is probing into provided ideas.
Qualitative research facilitates the understanding of underlying reasons, opinions and motivations.
For instance one of the research objectives requires ones perceptions that is on the challenges in
using ICT systems on hotel operations, as different hotels and different departments within the
hotel may have dissimilar challenges depending on how they use them and how they were installed.

3.3. Population

Is a set of similar items or events which is of interest for some question or experimental
(Wikipedia). Sekaram (1992) define population as the entire group of people, events, or things of
interest that the researcher wishes to investigate. In this regard, the researcher investigated the
impacts of ICT on hotel operations in Zimbabwe, therefore all hotels in Zimbabwe forms the
population.

3.4. Sampling

Refers to the process of selecting a satisfactory number of elements from the population such that
understanding the sub-elements of the population enables the researcher to generalize the

15
properties or characteristics to the population elements (Sekaram; 1992). The researcher
investigated his research questions from the sample rather than from the whole population. This is
because of challenges associated with dealing with the whole population for instance high cost
which may result from visiting all hotels across the country and time consideration. The sample
constituted 10 hotels which are in Harare and at each hotel at least four departments within the
hotel were interviewed. The researcher employed non-probability sampling technique in coming
up with the sample unit.

3.4.1. Non-probability sampling technique

This is a sampling technique in which elements to represent the sample are chosen using a
predetermined criteria, that is elements are selected based on the subjective judgement of the
researcher rather than at random.

The researcher uses the convenience sampling technique in gathering data that is the researcher
collected facts from hotels which were proximate to the researchers location. The researcher
decided to conduct the convenience sampling since it is cost effective. This is because the
researcher can pull data from local population groups that is cutting transport costs and other costs
associated in determining the sample elements. In addition, it requires relatively less time to
achieve the sample size you want in an inexpensive way unlike probability sampling techniques
which are time consuming and tedious for instance simple random sampling. It also helps to gather
useful data and information that would not have been possible using for instance systematic
sampling which requires the researcher to have more formal access to the lists of populations.
Therefore, the researcher manage to gather data from hotels which are in Harare.

3.5. Research instruments and data collection tools

The researcher applied primary data collection instrument in gathering data to answer his research
question. These are instruments used to gather facts or first-hand information. Examples of primary
data sources were stated by Sekaram (1992,189) as individual interview, focus groups and a panel
of respondents specifically set up by the researcher whose opinions may be sought on specific

16
issues from time to time. The researcher conducted semi-structured interviews to facilitate
consistence among all the hotels which form part in the research.

3.5.1. Semi-structured interviews

The interviewer make use of semi-structured interviews when gathering data this was because he
knows what information he was seeking and had a predetermined list of questions that were posed
to the respondents (Sekaram; 1992), however the questions were not necessarily asked to different
respondents in the same manner. Saunders et al (2007) mentioned that in semi-structured
interviews the researcher will have a list of all themes and questions to be covered although these
may vary from interview, meaning some questions may be omitted in particular interviews. Semi-
structured interviews facilitates consistence and enable the researcher to probe into some
unexplained suggestions. However, anonymity is not guaranteed particularly on direct interview
where the researcher was interacting with the respondents.

3.6. Data collection procedure

The researcher conducted direct interviews and indirect interviews (that is through telephone and
emails), with the hotel managers of different hotel departments such like rooms division (splitting
the housekeeping and front office), food and beverage department among other departments.
Questions were clear and understandable to ensure that responds do answers the main research
question and meet the research objectives as well.

3.7. Ethical issues

Ethics refers to the norms of conduct that distinguishes between acceptable and unacceptable
behaviors. Research ethics seeks to address morals and social values that are acceptable which
should be followed by the researcher which include social responsibility, respecting of human
rights, compliance with the law and public health and safety.

17
First and fore most the researcher seeks access grant from the potential respondents. The researcher
obtained informed consent through being open and honest to the participants. The researcher
specified the aims and objectives of the research as well as guaranteed the participants of their
anonymity and that the information will not be disclosed to anyone

3.7.1. Honesty

The researcher was being honesty in analysing data, reporting data, results, methods and
procedures. The researcher also did not involve in the acts of misrepresenting data, fabricate or
arbitrating certain data.

3.7.2. Objectivity

The researcher was objective as he avoid being bias in data analysis, interpretation, peer review,
personal, personal decisions and other aspects of research

3.7.3. Confidentiality

The researcher protected confidential information from the respondents and any aspects which
were deemed to be confidential. This include information about the systems they use to facilitate
their competitiveness from their rivalries.

3.7.4. Respect for intellectual property

Permission was acquired by the researcher in order to use the unpublished data, methods and
results. Proper acknowledgement and credits were provided by the researcher for all those who
contributed to this research.

3.8. Limitations of the research

The research was conducted successfully however certain constraints were encountered by the
research which hinders the effectiveness in achieving the intendent research objectives. The
researcher gathers data from the sample to represent the population, however a sample cannot be
a true reflection of the population. The study was under-powered due to financial constrains which
hampers the researcher to involve the population that is all hotels in Zimbabwe, thus did not reach

18
the significant of the research objectives. In this regard all hotels were generalized by the sample
limit that is by hotels in Harare.

Time constraint was also a cause of concern. The researchers time bound to conduct the research
was limited to such extent that investigating all the hotels in Zimbabwe was difficult and
impossible.

3.9. Chapter Summary

This chapter was focusing on the research design and methodology which was used by the
researcher in conducting and gathering data concerning the research. The researcher decided to
employ descriptive research in which he collected data through interviews with the managers of
different departments within the hotel. The researcher conducted semi-structured interviews with
a list of all questions to be covered. This was to ensure consistence and objectivity. The researcher
collected data from a sample, he employs convenience sampling, and this was due to financial and
time constraints which hinders the researcher from investigating the whole population. The
researcher complies with ethical issues regarding the research that is being honesty to the
respondents, and obey and protect confidential information of the respondents.

19
 CHAPTER 4

RESEARCH FINDINGS

4. Introduction

This chapter aims on providing and discuss findings gathered from interviews with the hotel
managers of different departments. The interviews were guided by the following objectives.

I. To establish the range of ICT systems used in different departments of hotels in

Zimbabwe.
II. Identify the roles of ICT in the day to day business operations of hotels in Zimbabwe.
III. To identify the benefits brought by the adoption of the ICT systems.
IV. To identify challenges faced by hotels in Zimbabwe through the adoption of ICT.
V. To identify the impacts of ICT on service delivery to the guests

Sub-questions were used under each objective to facilitate the interviews and were semi-structured,
which enable the researcher to achieve intended objectives.

4.1. Demographic data

The research was based on a semi-structured interview and 34 managers from different
departments of the hotels were interviewed. The departments which participated were the front
office, housekeeping and food and beverage. Male managers who participated were more than
female, however the difference was insignificant, this is illustrated in the table below.

Age range 20-29 30-39 40-49 50 and above TOTAL

Number of male 2 7 9 0 18
managers

20
 Number of female 4 9 3 0 15
managers

Totals 6 16 12 0

Table 1: Demographic distribution

The diagram below demonstrate the respondents rates among the departments in the hotel which
include Front office, housekeeping, food and beverage, accounts department, human resources and
the maintenance department

Department Front Housekeeping Food and Accounts Human Engineering and

office beverage department resource maintenance

Number of 9 7 8 6 3 1
respondents

Table 2: Number of respondents in hotel departments

MANAGERS
maintenance
3%

human resources
9%
front office
26%

accounts department
18%

housekeeping
21%
food and beverage
23%

21
 Fig 1: Percentage respondents of hotels departments

4.2. Thematic area 1: ICT systems used by departments of the hotels

Five departments were identified which include front office, housekeeping, hotel accountant,
maintenance and the food and beverage department. The ICT systems will be assembled according
to departments

Department ICT system and Number of hotels using Percentage value of hotels
components this system using this system

Front office Medallion system 3 33.33%

eZee front desk 1 11%

Telephones 9 100%

Computers 7 77.78%

Food and beverage Point-of-Sale 6 66.67%

Housekeeping Medallion 3 33.33%

Accounts department Medallion 2 22.22%

Maintenance Telephone 1 11.11%

Table 3: ICT systems and components used by hotels

4.3. Thematic area 2: Roles of ICT in the day to day operations of hotels in Zimbabwe

Programs Functions Number of hotels

Reservation programs Forecast number of guest to make 6

(PMS) reservations

22
 Confirm reservations 9

Pricing rooms 6

Keep a record of guests information 8

Room management Room status: vacant, occupied, 6

programs (PMS) reserved

Used by housekeeping to identify 5

whether there is need for cleaning

Guest accounting program Record transactions by guests 4

(PMS)
Billing 4

Table 4: ICT systems and programs functions

a) All the 9 front office managers who were interviewed provide that they use at least one
reservation programs. 6 out of the 9 front office managers use reservation programs to forecast
the guests number who will make reservations as shown in table 4, they argued that they make
use of data recorded and kept in their computer system in forecasting the bookings. All 9 front
office managers use reservation modules/programs to confirm reservations, pricing of rooms
that is according to the room type and some of the room types which were identified as single
bed room, double bed, triple, Queen, King, Child bed among others. The reservation module
is also tasked to record guests information that is their phone numbers, names such that during
their arrivals the front office personnel will just search the name and all other details will appear
showing the date when reservations were made and when the guest was going to arrive and his
departure day.

b) 7 hotels in Zimbabwe use PM systems such like Medallion and eZee front desk in room
management. They are used to update the front office personnel and other departments like
housekeeping on room status that is whether the room is occupied, unoccupied, out of use or

23
 reserved. They claimed that this information assist the front office personnel when registering
a guest and also the housekeeping when there is need for cleaning.
c) 4 hotels in Harare alluded that ICT components provided a platform for the potential guests to
communicate with the hotel. Guests may email the hotels receptionist if they have inquiries
about the services provided by the hotel. The guests may contact the hotel via phone calls.
Some hotels advocated that their customers insist to contact them through phone calls.
d) Hotels which constituted 45% mentioned that PMS systems are used for guest accounting
management. They postulated that they records and maintains guest accounts electronically.
PMS are integrated with POS in the hotels restaurant and laundry in charging food and
beverages provided in the guests room (room services). They also track the guests credits and
control pre-determined credit limits according to the hotels policy on credits forwarded to the
guests.

e) ICT systems are being used by 60% of hotels in Zimbabwe in recording operating expenses.
These expenses were identified as electricity consumption, water and sewer, wages and salaries
of the staff (security personnel, front office personnel, housekeeping staff among other
departments) and other expenses include stationary, purchasing of detergents used for cleaning
and sanitation.

f) About 55% of hotels in Zimbabwe are now automated and some tasks are now computerized
like daily, weekly and monthly reports are now performed by computers. Data pertaining to
these monthly reports are recorded by the central systems being used by hotels key among
them was Medallion system which was cited by three hotels. PMS records daily transactions
and the transactions will be compiled for the purposes of designing financial statements and
reports which include income statements.

4.4. Thematic area 3: Benefits brought by the adoption of ICT

24
 Benefits Hotels enjoying this benefit

Reduction in paperwork 7

Ability to enter into new markets (international markets) 5

Reduction in expenses (labor expenses) 7

Ensure accuracy in calculating financial statement 6

Easiness in retrieving data 4

Ensure privacy 2

Table 5: Benefits to the hotels brought by the adoption of ICT

Interviews demonstrated that adopting ICT systems has resulted in the reduction of paper work.
Hotels A, B and D provided that their guests are now making reservations online through emailing,
phone calls or on the internet via the hotels website. They added that guests details will be entered
into the computer system (PMS), thereby lessening the need to keep the details into the record
books. Computers can store vast amount of data and can be stored for a long period of time
(through cloud computing), front office manager of hotel A provided that, computer systems can
keep data for reservations made in the coming five years.

Ninety percent of hotels which were interviewed provided that they have found opportunities to
market their products in the international market through internet by creating their websites. The
interview displays that hotels in Zimbabwe also make use of the social media which is supported
by the internet. 4 hotel managers were asked about the social medias which they use in facilitating
their marketing activities and outline; Facebook, Twitter account, WhatsApp, Instagram however
two of them did not mentioned about WhatsApp.

The adoption of ICT systems by hotels has resulted in reduction of operating costs related to labor
costs petitioned by almost 90% of the hotels which participated in the interviews. They argued that

25
numerous operations are now automated and requires less human capital for instance the reception
desk can now have one personnel. Hotel C cited that other costs which are incorporated with
human resource involve pilferage, which makes it difficult to control and manage the stocks due
to theft by employees.

Hotel C indicates that ICT systems have reduce the workloads of their accounts department and
also assist in the accuracy of the calculations of information pertaining to financial statements such
as financial position, cash flow statement and income statement.

35% of the hotels which took part in the interview provided that computerized systems enable
easiness in retrieving data. They added that use of manual in retrieving information consumes
relatively more time and it leads to boredom in searching for a name written in the book, hence
reduces the morale of their employees working at the front office. Front office manager of hotel E
(a 4 star hotel) provided that unlike manual searching, one search on a computer, can take only a
second to review all information concerning the guests reservation and will take less time to
confirm a guests reservation and checks-in him or her. Computerized system according to hotel
Es front office manager, enables them to serve more guest during high demands seasons than
using manual operations and this make them appreciate the good side of the ICT systems
advancements

Hotel A provided that computerized systems guarantees certain degree of privacy. Hotel As front
office manager endorsed that information kept in computers is not accessible to unauthorized
people. This is due to the use of passwords which hinder the accessibility to everyone into the
system being used by the hotel.

4.5. Thematic area 4: Challenges faced by hotels in Zimbabwe in using the ICT systems
4.5.1. Power failure

26
This was the major challenge which was quoted by 80% of front office managers who use
computers in their operations. They blame the extensive power cuts which were happening last
year in Zimbabwe. These front office managers provides that when a power cut happen before you
save your data that is when you are in the course of recording data, it will be challenging because
all unsaved information will be lost and there will be need to re-enter such information.

4.5.2. Crashing of software

Another challenge cited by only two hotels was that of crashing of software used by the
organization which will result in loss of information. This was said to be caused by the outbreak
of computer virus. All computer systems are vulnerable to computer viruses, therefore regular
virus scan has to be done to ensure safety of the organizations information stored in computer. In
addition, an IT manager at hotel A suggests that this can be caused by the computer Operating
System (OS) age. Computer OS need to be upgraded regularly if new versions are available.

4.5.3. Costs associated with the use of ICT systems and components
There are costs associated with the use of these ICT systems which were mentioned by managers
of different hotels in Zimbabwe

27
 Costs Estimated percentage to the Significance
overall costs

Maintenance costs 25%-30% Significant

IT labor In-house 5%-10% Significant

Outsource 5% Insignificant

Repairing 5% Insignificant

Replacing 15%-25% Significant when replacing

Table 6: Costs associated with the use of ICT components

The interview established that the major costs which are associated with the ICT components are
that of upholding these components functioning. Six hotels provided that, for these systems to
operate efficiently there is need to service them regularly to curb circumstances of OS not
responding well and other technical hinges. The IT manager of the hotel A postulate that the costs
incurred in maintaining these system is relatively less than what may be experienced when
information is lost. In this regard, 4 hotel managers revealed that our organization should have an
IT department or outsource the maintenance operations of the IT systems. Front office manager of
Hotel E put forward that whichever choice we can go for, will result in increased costs of
operation.

Two managers of the hotel E provide that due to the passage of time these ICT components need
to be replaced, however this differs between different hotels policies according to their
depreciation rules. Front office manager of the hotel E stated that their policies are to replace these
components like computer sets, telephones after every 3 years whilst the IT manager of the Hotel
A stated that their policy is two years. Purchasing of new machines will result in cash outflows
which is a costs to the organization.

28
However, though the nature of costs mentioned above seems to be huge, four hotel managers
asserted that these costs are relatively insignificant considering costs from other operations. The
percentage range cited by many managers to overall costs of the hotels was between 5%-18%.
However, other hotel managers like hotel C, E, F and H insisted that although they might be
insignificant but they push the monthly overheads.

4.6. Thematic 5: Impacts of ICT components on service delivery to the guests

ICT Impacts to guests Negative or

component Positive

Internet Enable potential guests to view images of the hotel (the interior of the Positive
bedrooms and other facilities offered by the hotel)

Save time associated with booking at the hotel, guests now book online Positive

Not reliable- guests makes perceptions of edited images (graphical Negative

design)

Telephone Making enquiries over the phone (it is convenient) Positive

Lack privacy Negative

Network down (service unavailable) Negative

Emails Convenience and cheap way to communicate with the hotel especially Positive
in making inquiries and providing feedback

Table 7: ICT impacts on service delivery to the guests

One of the manager at hotel A reviewed that their clients (guests), are keen to use ICT system
components particularly when surfing information about the hotel regarding the images of the
interior of bedrooms and other facilities such like swimming pools and golf courses on the internet.
She added that, they also use these components in making reservations that is through emails,
internet (online booking) or via telephone. This was said to eliminate costs as well saving time

29
associated with making direct bookings at the actual hotel by the front office manager of Hotel E.
On an interview the front office manager of hotel C submitted that some guests even insist to use
telephone when making reservations.

However, other hotel managers which constituted to 45% of the managers who were interviewed
claim that some guests are reluctant to use some components of the ICT, they do not feel
comfortable for instance in making reservations through internet as they are more concerned with
their privacy.

Other guests perceive the images posted on the internet as being graphically designed not showing
the actual aesthetics of the area represented by the image

4.7. Chapter summary

This chapter discussed the findings gathered from hotel departments managers which incorporates
the front office manager, housekeeping manager, food and beverage manager, hotel accounts
manager, human resource manager and the engineering and maintenance manager. The findings
were discussed leaning on four identified objectives which are

a) To establish the range of ICT systems used in different departments of hotels in

Zimbabwe.
b) Identify the roles of ICT in the day to day business operations of hotels in Zimbabwe.
c) To identify the benefits brought by the adoption of the ICT systems.
d) To identify challenges faced by hotels in Zimbabwe through the adoption of ICT.
e) To identify the impacts of ICT on service delivery to the guests

ICT systems which were identified are Medallion (PMS) system which is centered at the front
office but it integrates all the hotel operations, the other system which was identified is eZee front
desk system which is used mainly for the operations of front office. Roles which were discovered
include reservation programs, room management, guest accounts control and management, records

30
keeping and communicating with the guest. Benefits brought forward include reduction in
paperwork, market products to international markets, less human resource hence a shrinkage in
costs, speed in retrieving data, storing of vast amounts of data and enhance the hotel organizations
privacy. Challenges were also conferred which include existence of power failure before saving
data and malfunctioning of the software. There are costs which are experienced by the hotels
through the use of ICT systems which encompasses cost of maintenance, repairing and replacing.
The next chapter will look on the recommendations and conclusion.

31
 CHAPTER 5

CONCLUSION AND RECOMMENDATIONS

5. Introduction

The research was focusing on the study of information communication technology systems and its
impacts on the hotel operations in Zimbabwe. In order to address the main objectives of the
research, the researcher employed descriptive research design. The researcher gathers data using
semi-structured interviews. This chapter outlines the conclusion and provide recommendations
concerning the findings from the research. Fortunately, main objectives of the research were
achieved. The use of qualitative research enable the researcher to probe ideas raised and get hold
of a detailed account.

5.1. Conclusion

Hotel operations in Zimbabwe have been influenced at greatly through the adoption of ICT in the
hotel industry. Many operations which were held manually have been altered into automated
operations. The researcher was interested in exploring the operations which were affected, systems
programs and the ICT components which facilitates the changes and the impacts of these systems
or components. The research was aided by certain objective. The first objective was concerning
the ICT systems used by hotels in Zimbabwe in their operations and to facilitate the delivering of
services to the guests.

5.1.1. ICT systems and components

Medallion software was identified as a property management system (PMS), which is used mainly
by front office personnel, however the system incorporate functions of other departments such as
housekeeping in reviewing and updating the front office staff on room status. Medallion system is
also linked to the point-of-sale (POS) system (a system normally used in food and beverage and
laundry). The eZee front desk system is another PMS program used in some hotels in Zimbabwe.

32
Telephones are also part and parcel of the ICT components used by hotels particularly when
contacting with their clients (guests).

5.1.2. Tasks performed by the ICT systems and components

The other objective of the research was focusing on identifying the tasks which are performed by
the components of the ICT systems. A range of tasks were discovered in the findings which
include provide guests with a platform for making reservations at their homes, that is through the
internet (on the hotels website) or over the telephone rather than visiting the hotel just for
bookings. This function is facilitated by the PMS (Medallion system), which compile the
bookings made by the guests online and assist the front office personnel with information
pertaining to room inventory in confirming the reservations, or by telephones where potential
guests make reservations via the phone. The functions of the reservation program encompasses
forecasting the guests number to make reservations, when forecasting the front office make use
of data recorded and kept in their computer system. In addition, the reservation modules/programs
are used to record and confirm reservations, pricing of rooms that is according to the room type
and some of the room types which were identified include single bed room, double bed, triple,
Queen, King, Child bed among others. The reservation module is also tasked to record guest data
that is their phone numbers, names such that during their arrivals the front office personnel will
just search the name and all other details will appear showing the date when reservations were
made and when the guest was going to arrive and his departure day.

ICT systems are being used by hotel in provision of information to different departments of a hotel
regarding the rooms status through the use of room management module/program. For instance
the housekeeping is notified when there is need for cleaning of the when a guest is expected to
check-in, the front office will have a knowledge of the rooms inventory to make decisions on
whether to proceed confirming reservations.

Managing guests accounts was also discussed in the findings as another task expedited by the
components of the ICT system. In managing guests accounts PMSs are linked to the Point-Of-Sale

33
in keeping a record of food and beverage provided to the guests in their rooms, keep a track of all
the transactions done by the this will facilitate billing criteria.

ICT components provided a platform for the potential guests to communicate with the hotel.
Guests may email the hotels receptionist if they have inquiries about the services provided by the
hotel. The guests may contact the hotel via phone calls. Some hotels advocated that their customers
insist to contact them through phone calls.

ICT systems are being used by a vast amount of hotels in recording operating expenses. These
expenses were identified as electricity consumption, water and sewer, wages and salaries of the
staff (security personnel, front office personnel, housekeeping staff among other departments) and
other expenses include stationary, purchasing of detergents used for cleaning and sanitation. These
expenses are recorded and kept into the hotels system such that any internal staff can access the
information concerning expenses and also the data can be retrieved any time when required.

5.1.3. Benefits brought by the adoption of ICT

The above objective was satisfied by identifying benefits which accrues to different departments
of the hotels.

Many hotels argued that adopting ICT systems has resulted in the reduction of paper work. Most
guests are now making reservations online through emailing, phone calls or on the internet via the
hotels website. The guests details will be entered into the computer system (PMS), thereby
lessening the need to keep the details into the record books. Computers can store vast amount of
data and can be stored for a long period of time (through cloud computing), one of the front office
manager of a hotel in Harare provided that, computer systems can keep data for reservations made
in the coming 5 years. However, some hotels in Zimbabwe particularly those with less than 2 stars
are still using manual records keeping due to poor funds to engage into the installation of these
systems as they are viewed to be expensive to install considering their scales.

34
Hotels in Zimbabwe have found opportunities to market their products in the international market
through internet by creating their websites. This enable the hotels to tangibilise their products by
posting images reflecting the interiors of the hotel rooms and pictures of other facilities. Hotels in
Zimbabwe also make use of the social media which is supported by the internet. This comprise
Facebook, Twitter account, WhatsApp, Instagram. Information posted on these Social Medias,
particularly Facebook, reaches a wide range of potential guests internationally, therefore many
hotels have opened Facebook pages to aid on the marketing of their products.

The adoption of ICT systems by hotels in Zimbabwe has resulted in reduction of operating costs
related to labor costs, this is because many hotels have witnessed the fall in the importance of
human capital. Most operations are now automated and requires less human capital for instance
the reception desk can now have one personnel. Hotels cited that other costs which are incorporated
with human resource involve pilferage, which makes it difficult to control and manage the stocks
due to theft by employees.

Computerized systems enable easiness in retrieving data. Use of manual in retrieving information
consumes relatively more time and it leads to boredom in searching for a name written in the book,
hence reduces the morale of the employees working at the front office. Unlike manual searching,
one search on a computer, which takes only a second, will review all information concerning the
guests reservation and will take less time for to confirm a guests reservation and checks-in
him/her. Computerized system according to hotel managers, enables them to serve more guest
during high demands seasons than using manual operations and this make them appreciate the
good side of the ICT systems advancements

Computerized systems was said to guarantee certain degree of privacy. Many hotels front office
managers endorsed that information kept in computers is not accessible to unauthorized people.

35
This is due to the use of passwords which hinder the accessibility to everyone into the system being
used by the hotel.

5.2. Recommendations

Due to financial constraints which leads the researcher to employ convenience sampling technique
where only hotels in Harare constituted the sample, further researchers may extent the geographic
area where there research will be based, by considering hotels in other locations other than Harare.
This can enable broader insights in the subject where the researcher was focusing on.

ICT systems requires skilled human resources to operate and service their components such like
computers, telephones, intranets and extranets systems. Since it was mentioned in the literature
review by the Zimbabwe National Policy for ICT that therefore, the government should assist in
conducting training programs needed to equip human resource with necessary ICT skills to cope
with the dynamic technological environment which has extended to the operations of almost every
industry key among them being the hotel industry. This will allow hotel to utilize the opportunity
which has created by advancement in the ICT modules which incorporates marketing their product
in the international markets.

Improvements have to be made in the ICT infrastructure which incorporates network providers.
Network providers should be reliable and efficient in providing these services to curb
disappointments to guests as a result of technological inaccessibility of the hotel. The government,
through the ministry responsible, have to invest funds to assist in the provision of these services
and inspire entrepreneurs to venture into such industry to ignite necessary competition which will
assure efficiency and relatively inexpensive services.

Hotels in Zimbabwe have to install backups for electricity to reduce the effects of power cut,
although most hotels have channel their funds towards purchasing and installing generators in the
cases of power cuts. This is due to unreliability of the public utilities in Zimbabwe chiefly recent

36
3 years. It was indicated by Poon (1993) in the literature review that hospitality industry is an
extremely information-intensive industry, therefore hotels information is vulnerable to the effects
of power cuts particularly when recording transactions before saving the data.

To dodge loss of data due to crash of system of a computer, regular updating of the computer
programs and applications should be adopted. The hotel should have an IT specialist as part of its
human resources or hire an expert in IT field, conversely this might be expensive especially to
hotels operating on a small scale. There have to be inclusion of maintenance expenses in the
budget, therefore when coming up with hotels budget, expenses related to maintenance and
servicing of the computer and other communication components have to be considered as crucial.

5.3. Chapter summary

This chapter concludes the research findings as well as provide suggestions to the matters
pertaining to the research topic. Suggestions include engaging into training programs to enhance
skilled and equipped IT human resource, which will enrich the efficiency use of the ICT
components in the hospitality industry. Hotels should have electricity back up equipment such as
generators and solar panel in case of power cuts. Furthermore, hotels should hire an IT specialists
as part of its human resource who will inspect regularly the functioning of computer systems to
avoid loss of information due to accidental clashing of computer system.

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