TourismPromotionServices - Q1 - Module 4 For Teacher
TourismPromotionServices - Q1 - Module 4 For Teacher
TVL–H.E.-TOURISM
PROMOTION SERVICES
Quarter 1 – Module 4:
Operate an Automated Information System
(AI)
Automated Hotel Reservation
TVL-Tourism Promotion Services – Grade 12
Alternative Delivery Mode
Quarter 1 – Module 4: Automated Hotel Reservation
First Edition, 2020
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TVL
Quarter 1 – Module 4:
Operate an Automated
Information System (AI)
Automated Hotel
Reservation
Introductory Message
For the facilitator:
This learning resource hopes to engage the learners into guided and
independent learning activities at their own pace and time. Furthermore, this
also aims to help learners acquire the needed 21st century skills while taking
into consideration their needs and circumstances.
In addition to the material in the main text, you will also see this box in the
body of the module:
As a facilitator, you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing
them to manage their own learning. Furthermore, you are expected to
encourage and assist the learners as they do the tasks included in the module.
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For the learner:
This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time.
You will be enabled to process the contents of the learning resource while
being an active learner.
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This is a task which aims to evaluate your
Assessment level of mastery in achieving the learning
competency.
In this portion, another activity will be given
Additional Activities to you to enrich your knowledge or skill of the
lesson learned.
1. Use the module with care. Do not put unnecessary mark/s on any part
of the module. Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer What I Know before moving on to the other
activities included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your
answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through
with it.
If you encounter any difficulty in answering the tasks in this module, do
not hesitate to consult your teacher or facilitator. Always bear in mind that
you are not alone.
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What I Need to Know
This module was designed and written with you in mind. It is
here to help you master the first core competency in tourism
Promotion Services which to operate and automate information
system in the tourism sector. The scope of this module permits
it to be used in many different learning situations. The
language used recognizes the diverse vocabulary level of
students. The lessons are arranged to follow the standard
sequence of the course. But the order in which you read them
can be changed to correspond with the textbook you are now
using.
What I Know
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optimization professionals first research keywords, and then align web
pages with these keywords to achieve better rankings in search engines
3. It refers to the ability to program and schedule events for the devices
on the network.
4. An establishment is aimed at the budget traveler and generally
attracts a younger clientele.
5. A type of accommodation facility which is located and designed to
optimize the feeling of being closely in touch with nature.
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Operate an Automated
Lesson
Information System (AI)
4 Automated Hotel
Reservation
What’s In
Direction: As a recap of the previous lesson, provide the codes of the following
country:
1. Albania
2. Georgia
3. Norway
4. Serbia
5. Switzerland
6. Isle of Man
7. Faroe Islands
8. Russian Federation
9. Liechtenstein
10. Ukraine
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Notes to the Teacher
Let the learners to read and understand the learning objectives. Before going
through this module, answer the questions in What I Know and refer to the answer
key for corrections. Do the different tasks: What’s New, What’s More, What I have
Learned, What I can DO, and the additional activities. Finally, answer the assessment
and refer to the answer key for correction. After doing all the tasks, the teacher will
inform the learner for his/her progress.
What’s New
Freedom
Olive Runner
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DIGITAL TRENDS
With Control4, a 5-start stay is just a touch away. Guests can control drapes, lights,
temperature, TV, and music, schedule wake-up scenes, request valet service, and
more—from one intuitive remote.
Smartphones and tablets already control most all aspects of our lives — from
business to travel, grocery shopping to medical appointments. Self-service claims
have become the present age currency. As a result, when it comes to hotel
accommodations, guests want to experience the same self-service alternatives. This
article from Trilyo, which provides self-service hospitality solutions like room
bookings, check-ins and check-outs, and personalized payments, will take a look at
how automation is becoming a part of the hospitality industry and how it is improving
the guest experience.
The new era of hotel entry is keyless, cardless and is re-defining the standards of
guest experience. As in the case of 17 Marriott Hotels, the Marriott MobileApp is now
the room key for guests enabling them to skip the front desk and check-in to gain
access to their room and other hotel services. This automation frees up hotel staff,
allowing them to engage with guests and provide an exceptional experience for them.
Furthermore, it helps the hotel in branding and acquiring a loyal customer base.
However, OTAs such as Expedia, might give hotels a run for their money as they are
coming up with a keyless-entry feature on their own mobile-booking apps!
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2. Guestroom Automation
The Shangri-La Hotel, Abu Dhabi houses 214 rooms and has successfully
implemented a state-of-the-art Guest Automation System. When the hotel
reservation system switches to an “Occupied” status of a room from being “Vacant”,
the central station adjusts the room temperature to an ideal level as guests head
towards their room. The system also provides valuable operational data such as staff
response to the guest call, energy saving data, room occupancy status etc., and
reduces manual errors by the hotel staff significantly .
3. Artificial Intelligence
Hotels are now using AI to create unique and memorable customer experiences in
combination with automated room features. For instance, when a room is
programmed by the guest to "wakeup" during the morning hours, AI could trigger
automated features such as the drapes opening and turning on a preferred news or
radio station.
Currently the Al Ain Rotana Hotel, UAE which houses 90 guest rooms provides
guests with in-room personalization as well. Each room consists of a smart bed side
console from where the guest can operate all the lights in the room, switch the air-
conditioning on or off, and adjust and view the temperature in the room as part of
the Guest Automation System.
AI could also be used, in the form of push marketing offers or chatbots, to remind
hotel guests to grab a meal or drink from the onsite bar and restaurant, to schedule
a room cleaning service, or to add a spa service to their stay.
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4. Improving Environmental Impact
Utilities are responsible for around 6% of operating costs. Energy costs are on the
rise and so is environmental consciousness, so hoteliers must shift towards
sustainable practices, and the best way to start is with the guest room. Lights and
air conditioning can be shut off based on guest activity and room occupancy. For
example, if a guest is on the balcony, the sensors in the other room spaces "notice"
and will switch to standby mode. Plus, guests enjoy a great welcome experience when
the welcome lights turn on upon arrival, then sensors switch them off automatically
when the main lights come on.
As the consumer tendency shifts toward text messages and voice chats over phone
calls or in-person communication, mobile concierge services will become more in
demand. The Marriott MobileApp already offers this with its feature called “Ask
Anything.” It is a round-the-clock concierge service that attends to beyond basic
requests like ordering bath and bed linens, room-cleaning services or just a simple
“Where is the best place to go out tonight?” It can also connect guests directly to a
staff member, bypassing the phone or a visit at the front desk.
6. Guest Reviews
Hotels often shy away from confronting their guests to ask for reviews. Automated
Feedback Systems send pre-scheduled emails to recently checked-out guests. As a
result, staff time and effort is greatly reduced as customers can sit back and write
about their stay on their way to the airport without being bothered by front desk
staff.
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More hotels are offering in-room voice command technology. When placed by the
bedside console and equipped to understand voice commands, this personal
assistant can offer many of the same amenities as a concierge. It could also be used
to control every aspect of lighting, temperature and the audio-visual components of
a hotel room. Plus it could be seamlessly integrated with in-house offers and even
greet your guests with a “Good morning!” when they wake up.
Automation
Automation is, unsurprisingly, one of the two main characteristics of hotel
automation. Automation refers to the ability to program and schedule events for the
devices on the network.
The programming may include time-related commands, such as having your lights
turn on or off at specific times each day. It can also include non-scheduled events,
such as turning on all the lights in your home when your security system alarm is
triggered.
Remote control
The other main characteristic of cutting-edge hotel automation is remote monitoring
and access. While a limited amount of one-way remote monitoring has been possible
for some time, it’s only since the rise in smartphones and tablets that we’ve had the
ability to truly connect to our home networks while we’re away.
This isn’t always the case. It could be that the user has already, either offline or via
another website, chosen the hotel they wish to stay at before making a reservation
on your website.
There are other users, such as travel agency staff, who may visit a website to gather
hotel information prior to making a reservation through an existing travel agency
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channel. Apart from the two examples above, the two primary user goals that we are
interested in can be subdivided into the following phases and stages in an online
reservation:
“Information gathering”
“Reservation making”
Phase 2 - Selection 4. Select hotel, room and rate – the user selects the hotel / room
/ rate they wish to book
5. Select additional rooms and rates – the user adds additional rooms if required
Phase 3 - Checkout 6. Input guest details – such as name, address, email address
etc. 7. Input payment details – such as credit card details or other payment method
8. Confirm reservation
The user can complete these phases over a single or multiple visits.
This report focuses primarily on the first two phases of the online reservation process
https://www.tourcms.com/company/research/pdf/hotel_booking_process_february
2003.pdf
Automated systems have been incorporated into production lines and machines for
years. The main purpose of an automated system is to help speed up a process.
Tasks that are time-consuming or inconvenient are often incorporated into systems.
Some manufacturing companies will work to develop automated systems that can
handle jobs that would be difficult for a human to do. Automated systems can be
used to handle a wide range of tasks. Systems have key components that allow them
to function properly including a control system, a way to interpret and distribute
data and a human interface. Programmable logic allows the system to process data
and control it. In the computer industry, there are many tasks that do not require
constant human attention. Software can be used to complete a number of different
tasks and automatically post the results. Bots can be programmed to click objects
on the screen, send messages at preset times or interact on social networks using
artificial intelligence.
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ACCOMMODATION TYPES
Bed & Breakfast
Backpacker Hostel
Boutique Hotel
• A boutique hotel is a 5 star establishment providing all the features and
facilities of a normal hotel, in a unique and exclusive style.
• These properties are generally small, feature top class service and are
marketed to the affluent.
Guest House
• A guesthouse is generally a private home which has been converted for the
dedicated and exclusive use of guest accommodation.
• The public areas of the establishment are for the exclusive use of the guests.
The owner or manager either lives off-site, or in an entirely separate area
within the property.
• A Guesthouse offers a wider range of services than a B&B, and usually
caters for all meals.
Hotel
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Lodge
• A lodge is an accommodation facility which is located and designed to
optimize the feeling of being closely in touch with nature.
• The building style should feature natural materials and colouring such as
wood, stone and thatch.
• An outdoor experience should be offered at the lodge, such as guided walks,
game drives etc.
Private Home
• A private home not dedicated for full time occupation of guests, but is a
private house or apartment which is temporarily available for rental, often
during peak tourism seasons.
Resort
Self-Catering
• A self-catering establishment may be primarily one of the other
accommodation types, but also offers dedicated self-catering facilities.
• The unit should feature a fully equipped kitchen to cater for the maximum
people to be accommodated (including fridge, stove, cutlery, crockery, cooking
utensils, cleaning equipment).
• The kitchen should be for the exclusive use of the guests, and not shared.
Practice the Basic Phases of the following German, Italian, Spanish, French
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After-hours and Weekend Greetings
If your business closes after a certain time or on the weekends, and there is nobody
to answer or assist your callers, create an after-hours automated attendant greeting.
Tell your callers up front that the business is closed, and ask them to call back at
the end. Also, be sure to include your normal hours of operation. Here are some
sample automated attendant after-hours and weekend scripts:
• Thank you for calling The Operations Tech Company. We are currently closed. We
are open from 9 am to 10 pm Monday to Friday, and 10 am to noon on Saturday,
Central Standard Time. If you know your party's extension, you may dial it at any
time. Otherwise, please call back during our normal business hours so we may assist
you. Thank you for calling The Operations Tech Company, where "Technology and
business come together." Goodbye.
• Thank you for calling The Operations Tech Company. We are currently closed. If this
is an emergency situation, please call our answering service at 585-555-1234. If you
know your party's extension, you may dial it at any time. If you have an account with
us, you may check your status 24-hours-a-day 7-days a week at
www.operationstech.about.com. Our normal hours of business are from 9 am to 5
pm Monday through Friday, and 10 am to noon on Saturday, Central Standard
Time. Otherwise, please call back during our normal business hours so we may assist
you. Thank you for calling The Operations Tech Company, a place where technology
and business come together. To repeat this message, press the pound key. {3 second
pause} Goodbye.
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What’s More
Sample Itinerary
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What I Have Learned
Hospitality
Hospitality workers can interact with hundreds of customers each day, with much
of their time spent answering frequently-asked questions about the facility and its
processes. Hotel employees may find themselves being asked questions like, “Do you
have availability?”, “What time is breakfast?”, “Can I bring my pet?”, and “Is there a
refrigerator in my room?” dozens of times daily. Robotic Process Automation (RPA)
and Natural Language Processing (NLP) can help — Chatbots that use NLP are
capable of understanding structured and unstructured text and language. These
Chatbots can be installed to respond to FAQs, helping your customers get answers
while freeing up time for employees to get their operational jobs done.
How else is automation technology changing the game for the hospitality industry?
Desktop Bots can run on individual workstations to assist employees with with front-
office functions that require pulling up customer information in real time, leading to
shorter wait times and improved guest satisfaction.
RPA bots are also capable of using computer systems exactly like a human employee
would, making them great at handling repetitive, high-volume back-office functions
like processing invoices, claims, and bills. Applying RPA to these processes yields
huge time savings, reduction of errors, and a reduction in operational costs.
• Room Reservations
• Front Desk Operations
• Room Service Requests and Billing
• Automated Check-In and Check-Out
• Online Booking Management
• Concierge Recommendations
• Cancellation Handling
• Loyalty Processing
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What I Can Do
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Scoring Rubrics:
Creativity 30
Design 30
Originality 20
Neatness 20
Total 100
Assessment
A. Directions: Identify northern and western flags of Europe, and write answer in
your activity notebook.
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Additional Activities
Video Viewing
Directions: Watch YouTube and study the Basic Greeting in German, Spanish,
Italian, French and Arabic.
Provide the Basic Four Language.
Welcome 4
Good bye 8 6
please 9 7
Excuse
Alternative Activity: If you do not have internet access to view videos on YouTube,
you may do this activity instead:
Directions: Practice the Dialogue
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• Otherwise, press '0' for the receptionist, or stay on the line and somebody will
assist you shortly.
• Welcome to the Operations Tech Company. To check your account status, visit
us on the web. If you know the person's extension, you may dial it at any time.
• For the company directory, press '1'. If you know the person's extension, you may
dial it at any time.
• For Technical Support, press '2'
• For Customer Service, press '3'
• For Sales and Marketing, press '4'
• If you would like to talk to the receptionist, press '0' or stay on the line and one
of our friendly staff members will assist you. Thank you for calling The Operations
Tech Company, where "Technology and business come together."
You may ask your parents/sibling to rate your performance using the rubrics below.
However, once the pandemic is over, the teacher may ask you to perform this activity
and rate your performance.
Rubrics
Pronunciation and Expression 20 points
Volume and clarity 15 points
Fluency 15 points
TOTAL 50 POINTS
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What’s In What’s New
1. Albania - AL - ALB – 355
2. Georgia - GE - GEO –
995 An adjective word
3. Norway - NO - NOR – 47 from Poem
4. Serbia - RS - SRB - 381 Freedom
5. Switzerland - CH - CHE
– 41
1.
6. Isle of Man - IM - IMN -
44
2.
7. Faroe Islands - FO -
FRO - 298
8. Russian Federation - Answers may
RU - RUS - 7 vary
9. Liechtenstein - LI - LIE -
423
10. Ukraine - UA - UKR -
380
What I Know – Pre Test Additional activity Assessment
1. salut
2. piacere di conoscerti
1. automated 3. musto gusto 1. Denmark
2. keywords 4. ahlan wa salam 2. Iceland
3. automation 5. danke 3. Norway
4. Back packers 6. paalam 4. Finland
5. lodge 7. bitte 5. Sweden
6. Bed and Breakfast 8. maasalama 6. Austria
7. Per person 9. por favor 7. Belgium
8. Food and Beverage 10. merci 8. Germany
9. Product Information Alternative Activity 9. France
Management 10. Switzerland
10. Artificial Intelligence Performance may vary
Answer Key
References
Verzosa, Raquel F. and Baltazar, Jeneffer P., Local Guiding Services., Phoenix
Publishing House Inc., 2016
Castro, Carl Francis T, and Ibanez, Maria Carmela M., Attraction and Theme Packs
Operations with Ecotourism ,Rex Book Store, Inc., 1 st ed., 2017
https://www.brusselsairlines.com/com/misc/automated-check-in.aspx
https://en.wikipedia.org/wiki/Automated_border_control_system
https://www.control4.com/solutions/smart-hotel
https://www.homestratosphere.com/smart-voice-recognition-for-home/
https://hospitalitytech.com/7-ways-hotels-are-moving-automated-future
https://www.safewise.com/home-security-faq/how-does-home-automation-work/
https://www.reference.com/world-view/automated-system-c85583d0f17a632
https://www.safarinow.com/cms/accommodation-types/irie.aspx
https://www.thebalancesmb.com/professional-automated-attendant-scripts-2
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Annex: Images for their Activity.
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