Management Information System: Hilton Hotel Case Study

This document discusses the management information system of Hilton Hotel in the hospitality sector. It covers the selection of industry, reasons for choosing the hospitality sector, description of the company, functional units, and the difference between operational, tactical, and strategic data.

MANAGEMENT
INFORMATION SYSTEM

TASK...............................................................................................................................................3
Question 1........................................................................................................................................3
a. Selection of industry and stating the reason for which it had been chosen.............................3
b. choosing real world company in hospitality sector.................................................................3
c. Description about the company...............................................................................................3
d. web address and screenshot of company’s homepage.............................................................4
Question 2........................................................................................................................................5
Describing various functional units and an internal management of the business......................5
Question 3........................................................................................................................................6
Explaining concept and the difference between operational, tactical and the strategic data.......6
Question 4........................................................................................................................................8
Operational database and the CRM products or technologies.....................................................8
Question 5......................................................................................................................................10
Professional, social, ethical and legal considerations................................................................10
REFERENCES..............................................................................................................................12

TASK
Question 1
a. Selection of industry and stating the reason for which it had been chosen
In this study, I have chosen a hospitality industry/ sector as it tends to be my area of
interest in which I would like to enter into the employment and is also a part of my hobby. The
major reason behind choosing this industry is that in terms of employment, it is indicated as the
fourth largest sector in UK. Most of the jobs are directly or indirectly relates to this sector,
estimated as more than around 1.5 million of the jobs are present in hospitality industry within
UK. The growth in this sector is been reflected by a major fact that an employment opportunities
for the graduates in UK had increased exponentially. Increasing level of investment in this
industry has created many job opportunities for the graduates in the diverse areas such as
business managers, event organizers, finance mangers etc. In accordance with the British
Association of Hospitality, this sector accounts for mainly 19% of total national income
(Khanam, Siddiqui and Talib, 2016). Due to the growing income and tourism in UK,
government has initiated for making special attempts for boosting the hospitality sector as
several policies are been created for promoting tourism in country and for attracting more and
more foreign investment.
b. choosing real world company in hospitality sector
Hilton Hotel has been chosen as the real based organization in hospitality industry as it is
the leading American multinational company headquartered in Tyson corner, Virginia. This
company is counted as the biggest hotel brand that highly invests in their value chain for
impacting the issues that are considered as most significant to the hospitality business. It drives
for positive environmental and social changes around their operations, communities and supply
chain. Along with larger than 954000 of the rooms across the globe, this organization is stated as
the largest hospitality firm worldwide (Soomro, Shah and Ahmed, 2016). This company had
achieved for a recorded growth in the hospitality sector by making different customer
innovations such as unveiled the connected room, opened an innovation gallery, revolutionary
five feet towards fitness and major digital technology.
c. Description about the company
Hilton hotel is the leading global hospitality enterprise that franchises and manages a
wide portfolio of the hotels and the resorts. It is founded or introduced by Conrad Hilton in the
month of May during the year 1919. Presently the corporation is been led by the Christopher J.
Nasetta. The brand is targeted towards business as well as leisure travelers with the location in
most of the city centers, near airports, population destinations, convention centers across the
globe. This hotel operates its business within private sector and is considered as the public

limited entity. The aim of this hotel is to make profit by selling range of things like meals, room
service, seeking for expanding business for potentially maximizing sales and to achieve growing
success in the future. This hotel facilitates different services, products and luxurious hotel chains
with lots of brands (Kasemsap, 2018). Hilton hotel offers range of the food and the drinks which
is counted as an essential part for staying. Customers could relax and can have the dinner in
mainly one of Hilton hotel and also having various options of the breakfast for satisfying the
tourists. It provides serviced accommodation for all different kinds of people. It offers range of
the services in meeting customer needs like relaxing spa and the gym. The hotel provides for the
products and the services for the leisure and the business travelers. It maximize its sales by
offering an extra services like bed, breakfast, conference facilities and the fun packages for
family (Liu and Wang, 2016). It also provides for a guest loyalty program within which frequent
customers could be accumulated an airline miles and the points, staying with the several Hilton
hotel brands.
d. web address and screenshot of company’s homepage
https://www.hilton.com/en/

Question 2
Describing various functional units and an internal management of the business
The internal factors of Hilton group involve suppliers, security and trainers who play a
critical role in an organizations result. Hilton group is been seen as the major organization that
includes visible suppliers and for the purpose of training it provides a complex kind of training to
its new employees. As observed, this group ensures safety of their employees and provides quick
access as it is based in city center. Different functional units of Hilton group are as follows-

Planning& Controlling- these are the main functions of management that helps the firm
in achieving its goals and objectives with efficiency and effectively. It requires as it plays a
crucial role in control part of the job and the behavioral face that remains unobserved. Managers
of Hilton group carefully think about the behavioral areas of process after crafting and managing
the system in case the personnel should encouraged for accomplishing the assigned careers for
everyday purpose.
Finances- An economic climate is used by Hilton group for applying appropriate practices
of financial management and organizing the responsibility above the community excise or the
property (Dwivedi and et.al., 2015). Under this different system are been used for evidence,
explaining, authenticate and reacting upon he economic contracts and the persons on behalf of
management and control of the income, resources, liabilities that is seized in terms of
expectation.
Information management- With respect to managing the information, Hilton hotel makes
use of management control system that helps in gathering and using an information for
calculating little bit of the modified organizational investments such as person, economic,
organization and material as the whole in making allowance for organizational strategies. Finally
this system influences an action of the executive resources for putting into the practice of the
organizational strategies.
Human resources- It referred as the system and the functions at bond between the human
reference management and an information technology. It merges HRM as the rules and exacting
its important HR performance with the operations in information technology pitch but training of
the system of data control that had been developed into the consistent regimes and the parcels of
the activity ERP software (Paré, and et.al., 2015). On an entire basis, this ERP software involves
their source on the software with purpose of integrating a sequence from an altered application
into a single record. The bond of its individual and the monetary sources modules at the time of
its solitary folder is mainly an essential difference in making the submission of the software.
At Hilton group, top executives are been accountable for the situation regarding extended
time and objectives of time management. Panel of the directors within the organization are
principally responsible and answerable for the arrangement of the goals. Some of the external
general public such as financial advisors, marketing personalities, researchers are seems to be
restless in the process of decision making. In this hotel, each and every separation contains the
blueprint of the management process plan.
Question 3
Explaining concept and the difference between operational, tactical and the strategic data
Operational data Tactical data Strategic data
 It refers to the data  It looks primarily at  This type of data

that involves internal
control and
information about
operational
environment like data
on company’s
workforce, suppliers,
creditors, customer
information and direct
competitors.
 Information about
direct competitors,
labor statistics, and
information on the
suppliers, projecting
need of the resources
and accounting data
are all included within
the operational data.
 Data gathered in
relation to direct
competitors enables
the marketer in
making the products
seeming to be
superior for
competing products.
 Data on the customers
helps a marketer in
creating consumer
profiles which helps
in every activity that
is starting from the
product creation till
advertising and
distribution.
 Labor and an
accounting data assist
in ensuring internal
control over the
productivity and the
finances.
 Operational data helps
in strategic analysis in
terms of determining
the strength,
current situation and
facilitating
information to the
users that require
carrying out an
initiative for existing
policy.
 Tactical data enable
the decision makers in
executing initiatives
and the tasks for
taking an advantage of
the current
opportunities and in
redirecting the
resources as required.
 Tactical data could
never be seen as
abstract and needed to
be grounded in the
short term actions and
clear direction.
 Tactical data deals
with situation of here
and at a time (Meyr,
Wagner and Rohde,
2015). It facilitates
decision makers with
necessary information
in watching for the
changes in an entity’
present operating
environment and
helps in discovering
for newer
opportunities.
 It deals with the real
time by offering an
analysis of the current
competitive
circumstances within
a particular industry
or the marketplace.
 Tactical data mainly
addresses an action
steps which has to be
includes the remote
environmental and
industry data.
 Remote data is a kind
of the strategic data
that involves
information in relation
to economy, ecology,
political data, social
statistics and
technological
advances.
 Direction and nature
of an economy within
which an enterprise
operates might be
reported in the
economic data.
 Other kinds of the
economic data involve
economy of the state
like recession,
depression, boom and
the other related
economic trends.
 Information regarding
beliefs, attitudes and
lifestyle of people in
the external
environment of the
company might be
involved in the social
data.
 Political data involves
regulatory and the
legal information such
as taxation and an
employment law.
 Specifically, strategic
data includes
information that
surrounds an industry
within which a
business operates and
is known as an
industrial data.

opportunities, threats
and weaknesses of an
entity. This SWOT
analysis will aid
Hilton group in
determining its
strategic business
direction and in
setting up of strategic
goals.
taken in achieving
strategic objectives of
the company.
 It helps in making out
the most optimum use
of the resources, with
regards to both in
achieving an
objectives and
handling any kind of
challenges and the
risk that is involved in
carrying out the
strategic plans.
 Such type of data
includes information
of overall company
rather than just one
department or
function of an
enterprise.
 Industrial data
indicates buyer power,
supplier power,
number of rivalry,
entry barrier and
substitute power.
 Strategic managers
might gather industry
information for
creating an industry
standard which is
counted as the average
practices of the
business within the
industry.
 Strategic data keeps
the marketers in tune
with the current trends
that helps in creating
demand products and
appealing for
advertisements.
Question 4
Operational database and the CRM products or technologies
Operational database means the database that is been used for managing and storing the
data in the real time. It is the source for the data warehouse and elements in operational database
could be added and removed as per the fly. These databases include NoSQL or SQL within
which the latter is been geared to the real time operations.
Wilson (2017) CRM as an approach that seeks for creating, developing and enhancing the
relationship with the targeted customers for the purpose to maximize the value of customers,
shareholders’ value and the corporate profitability. Managing better relations with customers is
seen as of great importance in the last centuries, but with introduction of information technology,
new discipline has been emerged in name of the CRM (Kasemsap, 2018). It is primarily relates
with using information technology for implementing relationship with the marketing strategies.
Emergence of the CRM is the condition of large number of the trends such as shift in the
business focus from the transactional to the relationship marketing, acceptance of the
requirement for the trade-off between an extracting and delivering the customer value. More and

more use of the technology in maximizing and managing the information value as led to the
modern shape of the CRM.
The main aim of CRM is acquiring and retaining the customers by facilitating them with
the optimal value in any of the way that they seem to be important. It includes a way in which
the business communicates with their customers. Significantly, CRM is counted as the customer
focused strategy of business that brings together management of the customer lifecycle,
technology and the processes (Dwivedi and et.al., 2015). The trend for Hilton hotel for shifting
from its product view to customer view is been stated as the modern business strategy as the
products are becoming increasingly hard for differentiating in the fiercely competitive markets.
Success of the CRM highly depends upon selection of an activity that includes data handling,
requires human intervention and complex modeling. There are different technological tools that
are been used as CRM strategy includes electronic point of sales, customer service, automation
in the sales force and call centers.
Data mining, analytics and the data warehousing
Data mining defined as process of discovering the meaningful correlation, trends and the
patterns by digging the large amount of the data that is stored in the warehouse by making use of
the artificial intelligence and the mathematical techniques. The main attraction of the data mining
is an ability to develop predictive instead of retrospective models. Utilizing data mining for
building predictive model for making decision contains various benefits (Paré, and et.al., 2015).
For instance- using this model for instantly predicting that whether the customers default on the
payment by credit card will be allowing an automatic adjustment of the credit limits instead of
depending on the expensive staff for making an inconsistent decisions.
Data warehouse refers to the environment and not the product. The main motivation for
developing data warehouse is the corporate data that is often scattered around different
databases. In order to gather complete piece of the information, it is important for accessing
heterogeneous databases, obtaining pieces and bit of the partial information and thereafter
putting the bits and pieces for producing an overall picture. This approach tends to be ineffective
and error prone as it needs huge efforts for the system analyst. Data warehouse provides for a
centralized use of the corporate data or an information asset and is comprised of well managed
environment (Khanam, Siddiqui and Talib, 2016). It has repeatable, consistent processes for the
loading of an operational data. It is been built on open and the scalable architecture which
handles for future expansion of the data. System of data warehousing emphasize on the
requirements which are been established by the managers who require to reflect on the events
and in developing the ideas for coping up with the changing business rule for making the events
more and more effective. It provides consistency and quality of the data; cost reduction, timely
access of the data and in gaining improved productivity and performance within the activities of
an enterprise.

Cloud based and the outsourced services regarding data management platforms
Cloud computing has been emerged as a natural phenomena and evolution of the
advances in various fields involving utility computing, grid computing, distributed computing
and architecture that is service oriented. Value and the originality of the cloud computing come
from the packaging and in offering the resources in economical, flexible and scalable manner
which is affordable to the IT customers and the technology investors. As promoted as a vision of
everything as the services, several products are been offered as the services under an umbrella of
the cloud computing.
Question 5
Professional, social, ethical and legal considerations
The new and the web related technologies in the general are been used for providing a
goods and the services. The web, as it contains a potential to reach users directly at the home
could diminish both isolation and an interaction problems of the disable citizens. The right of the
users, irrespective of their disabilities in using the web is widely been acknowledged. For
example- un-accessible website for shopping would be excluded by the kind of users that prefers
more for using it (Legal and ethical issues in MIS, 2017). Legal requirements involves the
disability discrimination act which states that discriminating against the people who are disable
relating to employment, education, transport is said to be unlawful. Equality act prevents the
people from the discrimination and the harassment on the basis of the protected features such as
gender, race, disability and belief.
Professional issues relates with the professional bodies where the company has to
guarantee for the professionalism in relation to the trust and the responsibility that could be
placed. In the UK, British computer communities exist for the purpose of computing
professionals and an institution of Engineering and the technology that exist for the engineering
professionals
Like the other kinds of technologies that could be used for achieving a social progress and
also in committing or threatening the social value. Ethical issues in the MIS have been given a
new type of urgency in way of internet and the commerce. The digital technologies and an
internet makes easier for assembling and distributing an information with respect to new
concerns in relation to protection of the personnel privacy and protecting IPR rights. The main
technologies and the trends that raises an ethical issues includes doubling the computer power,
rapidly declining the cost of data storage, advances in the data analysis tools and networking
advances and an internet.
In today’s world number of the unethical websites are rising each and every day with
conditions for accessing these kind of sites are seen as easier than before and average age of the
persons who are visiting these sites is seen as reducing over the years (Meyr, Wagner and Rohde,

2015). Large percentages of the users are exposed towards the moral damages and the IT
abnormalities with having virtual identity had become the common cause for many of the social
abnormalities. Unauthorized access to information systems is been made by way of hacking with
use of new and different methods that are increasing each and every day.

REFERENCES
Books and journal
Dwivedi, Y.K. and et.al., 2015. Research on information systems failures and successes: Status
update and future directions. Information Systems Frontiers. 17(1). pp.143-157.
Kasemsap, K., 2018. The roles of information technology and knowledge management in project
management metrics. In Global Business Expansion: Concepts, Methodologies, Tools, and
Applications (pp. 1191-1221). IGI Global.
Khanam, S., Siddiqui, J. and Talib, F., 2016. Role of information technology in total quality
management: a literature review. Khanam, S, Siddiqui, J. and Talib, F.(2013),“Role of
Information Technology in Total Quality Management: A Literature Review”, International
Journal of Advanced Research in Computer Engineering and Technology. 2(8). pp.2433-2445.
Liu, S. and Wang, L., 2016. Influence of managerial control on performance in medical
information system projects: the moderating role of organizational environment and team
risks. International Journal of Project Management. 34(1). pp.102-116.
Meyr, H., Wagner, M. and Rohde, J., 2015. Structure of advanced planning systems. In Supply
chain management and advanced planning (pp. 99-106). Springer, Berlin, Heidelberg.
Paré, G. and et.al., 2015. Synthesizing information systems knowledge: A typology of literature
reviews. Information & Management. 52(2). pp.183-199.
Soomro, Z. A., Shah, M. H. and Ahmed, J., 2016. Information security management needs more
holistic approach: A literature review. International Journal of Information Management. 36(2).
pp.215-225.
Online
Legal and ethical issues in MIS. 2017. [Online]. Available
through :<http://www.macs.hw.ac.uk/macshome/MScComputing/RM/Docs/L4PLESI.pdf>