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Unformatted text preview: Final Project Deliverable: Wild West Hotel Reservation System Echo Systems, Inc. Developed By: Harris Chottani Henry Dang Jeremy Nadolny Mason Nguyen Grace Vu Table of Contents Table of Contents Executive Summary System Request Project Work Plan Feasibility Analysis Requirements Definition Document UML Diagram & Use Cases Physical Process Model Physical Data Model HW­SW Specification Interface Structure Diagram and User Interface Appendix 1 2­3 4 5­6 7 8 9­12 13 14 15 16­18 19 1 Executive Summary Project Components Summary The system request was approved by the approval committee after it was submitted for consideration. Bill Baggins, the hotel manager, is the project sponsor. The system request was created in order to fulfill a void in the current system of operations at Wild West Hotel. Our main objective is to provide Wild West Hotel with a user­friendly conference room reservation software through a pre­packaged software acquisition strategy that meets the main business requirements of providing a user­friendly interface that will speed up the reservation procedures, provide quality­enhanced reports, and minimize errors. The project work plan, designed with Microsoft Project, allows the development team to identify the necessary tasks in order to manage and complete the project from start to finish. The different stages of development are separated into segments to create smaller, more manageable tasks. This will allow the team to oversee the development and implementation of the new reservation system in a tabular format. Through our feasibility analysis, we incorporated a cost­benefit analysis to help us determine the technical, economical, and organizational feasibilities. However, a major constraint for developmental costs is the $35,000 in available funds. With this limitation in funds, we have decided to move forward with a pre­packaged software acquisition strategy with HomeAway. They specialize in a reservation software called rezOvation GT and by implementing this software, projected profits approximate up to $140,000, and it would take less than a year to break even from initial investment. The new system will be used by the organization when it is implemented, because it synergizes well with the business goals such as a timely reservation process and user­friendly interface that will supplement the current staff duties. The requirements definition document lists the functional and nonfunctional requirements of the proposed reservation system. The functional requirements of the system focus on the website, booking software, and CRM. As for the nonfunctional requirements, the system should accommodate for the operational, security, cultural, and performance requirements. These will provide a general guideline to the team for the development process. The set of use cases attached below have been assembled to model the functional requirements of the system. The first use case creates the business scenario of how an agent initiates, processes, and completes a reservation task. The second use case shows how an agent would make a cancellation request for a customer. The third use case demonstrates how the general administration is able to fulfill a request from the marketing department to generate an analytics report. By using the CRM metrics generated in the report, a remarketingcampaign can be implemented towards the target market. The Physical Process Model, designed with Microsoft Visio, shows the high level processes for room booking and catering. This model includes the main processes, data stores, data flows, and external entities. The context level diagram shows a broad description of the process of data. The level 0 diagram demonstrates a closer level of detail in regards to the business processes. Moreover, boundaries are shown to separate the entities from the system. 2 The Physical Data Model, designed with Microsoft Visio, shows how the relational database will be structured, where data will be stored, and how tables will be linked together. The model also shows the intended primary keys and the nature of their cardinal relationships. The Appendix includes notes taken during the interview with the project sponsor. Vital pieces of information were extracted during the interview process that directly correlated with the software development. Insights gathered from the notes were essential in the development of the project. System Summary The main roles of the booking system is to make reservations, cancellations and monthly reports for the hotel manager. To make reservations, a customer will have to make a request through a phone call to the hotel. Then, the customer will have to provide their information to the hotel agent which will be entered in the system. As a result, the agent will be able to process that request and book specific conference rooms as well as catering services. Once these parameters have been chosen, the agent will be able to confirm the reservation to the customer. Secondly, for cancellations, the customer will have to follow a similar process. Again, the customer will have to provide their information so the agent can enter it into the system. As a result, the agent will be able to look up the reservation along with catering and issue a cancellation for both as necessary. Finally, a monthly summary report will be provided through the system by using an “analytics” tab allowing for setting up specific dates and parameters. 3 System Request Project Sponsor:​ Bill Baggins, Hotel Manager Business Need: This project has been initiated to streamline the event scheduling process for conference rooms by implementing a more automated and seamless booking and events planning software in order to improve efficiency on accessing information. Business Requirements: By using the new booking and events planning system, customer service agents and management will be able to fill up the conference rooms on a regular basis in a more streamlined and automated process. The ability to process reservations efficiently and effectively while maximizing bookings will be critical to the company’s success, as it allows the hotel to book all rooms and not forgo potential profit. The specific features that the system should have would include: ● Double booking auditing system that removes the possibility of double booking. ● User­friendly interface that will create ease­of­use for users and speed up data entry. ● Quality­enhanced reporting that will improve reporting speed and provide better insights. ● Accessibility to the booking software from any computer with respect to information security. ● Data­entry requirements that will not allow a representative to proceed until all requirements are met. Business Value: By implementing this system, there are several opportunities for improvement to the overall booking process. With a streamlined user­friendly reservation system, customer service agents and management will be able to book events at the conference rooms with ease and with minimal error. Utilization of this system will cut the time wasted due to factors such as unnecessary errors and double booking. The ability to provide a quality­enhanced report from hotel data would allow Wild West Hotel the ability to see all conference rooms that are vacant and booked, allowing easier management of reservations and to utilize all available conference rooms. With the implementation of this system, conservative annual projections of tangible value to Wild West Hotel include: ● $100,000 in increased sales from conference room bookings. ● $30,000 in reduction of staff hours due to more optimized reservation booking. ● $100,000 in increased sales from additional bookings at the nearby non­conference rooms to attend conferences. Special Issues or Constraints​ : ● Required to train staff to use system. ● The Wild West Hotel can budget up to $35,000 for developmental project funding. ● Must prevent double booking prevention ● The software and data for the reservation system should be accessible from computers with proper administrative permission. 4 Project Work Plan 5 6 Feasibility Analysis Technical Feasibility The Wild West Hotel conference scheduling office is currently operating on a Microsoft Windows 10 operating system and has the latest Microsoft Professional 2013 installed within the machine. With this knowledge in hand, it is safe to say that it would be feasible technically, since the Wild West Hotel is currently using a modern operating system and updated software. The Wild West Hotel’s risk regarding familiarity with technicality and technology would be fairly low because the staff was originally operating the reservations manually in the system. By implementing this new system through the acquisition strategy of obtaining a pre­packaged software such as rezOvation GT, it will only ease the process of reservations for the staff members with minimal system training. It will be an easy transition to the new system, since the new system is just going to replace and automate the reservation process while minimizing errors. Economical Feasibility Below is the cost­benefit analysis that was performed. Conservative estimates show that the Wild West Hotel has a profitable return on investment of nearly 148% over the next 3 years. From just the first year, cumulative net cash flow shows to have profitable up to a $133,999 profit, which shows that the hotel can break even after less than a year of implementation. Organizational Feasibility From an organizational perspective, this project for the Wild West Hotel is to be perceived as low risk, because both the management and operational level have an interest in the new system implementation. In using this system, it will help achieve better customer satisfaction and improve the brand reputation of the Wild West Hotel. Once this system is fully designed and implemented, it will streamline and optimize the reservation process in addition to maximizing room bookings. 7 Requirements Definition Document Functional Requirements 1. Website 1.1. The website will allow customers to inquire about reserving a conference room. 1.2. The website will allow the booking clerk to transform the inquiry into an opportunity. 2. Booking Software 2.1. The booking software will allow the clerk to create, modify, and/or cancel reservations. 2.2. The software will allow the clerk to know the vacancy status of a conference room. 2.3. The software will prepare a catering order based on customer details. 3. CRM 3.1. The system will create customer profiles for each customer. 3.2. The system will allow the clerk to view previous customer’ profiles. 3.3. The system will allow staff to create a loyalty or rewards program. Nonfunctional Requirements 1. Operational 1.1. Mobile Application Extension 1.1.1. The application will allow clerks to work remotely when not at workstation. 1.1.2. The application can provide access to conference room reservation information. 1.1.3. The application will allow for the integration of mobile and tablet devices. 1.2. The booking software can be integrated with established regular room booking software. 2. Security 2.1. Changes to the reservation must be approved by the hotel manager. 2.2. Use of each computer should be restricted to one user. 2.3 Only the hotel manager or designated staff members may generate reports. 2.4 All personnel that uses the software will be required to use a 2­step authentication method. 3. Cultural and Political 3.1 Forms of payment such as credit cards from foreign countries will not be accepted. 3.2 Customer information can be accessed by the government if warranted. 4. Performance 4.1 The software will utilize the specs of the current computer system to its full capacity. 4.2 The software will be refreshed every 30 seconds to reflect online bookings. 8 UML Diagram & Use Cases 9 Use Case Name: Conference Room Reservation | ID: UC­001 | Priority: High Actor: CSR Agent Description: This use case describes how the CSR Agent initiates the reservation process. Trigger: The conference room booking system needs to collect information for a customer. Type: External ​ ☒​ Temporal ​ ☐ Pre­conditions: 1. Proper user with administrative rights is authenticated. 2. The reservation request is made at least 24 hours in advance. 3. All information requirements for reservation process is documented for the customer. Normal Course: 1. User inputs username and password. 2. System authenticates user information. 3. User clicks on reservation tab. 4. System displays reservation form. 5. User inputs customer information into corresponding fields and clicks Proceed. 6. System displays list of conference rooms with capacity. 7. User selects conference room that best fits the needs of the customer. 8. System displays option to select a catering service. 9. User selects customer’s desired option. 10. System displays reservation details. Post­conditions: 1. The reservation request is stored in the system with the customer’s profile attached to it. 2. A receipt is printed for the customer with the details. 3. The reservation room is now booked and not vacant for future customers until the room is released from occupancy. 4. Catering department is notified of cater service if it was requested. Exceptions: E1: All conference rooms are all occupied. 1. The system displays a message that states, “All conference rooms are currently booked.” 2. The system asks user if they would like to be notified of when the next available booking is. 3. The system saves the basic information for future notification purposes. 4. The system asks to exit. 5. The system terminates the use case. 10 Use Case Name: Conference Room Cancellation | ID: UC­002 | Priority: High Actor: CSR Agent Description: This use case describes how the CSR Agent initiates the cancellation process for a reservation. Trigger: The conference room booking system needs to collect information from the customer. Type: External ​ ☒​ Temporal ​ ☐ Pre­conditions: 1. Proper user with administrative rights is authenticated. 2. The cancellation request is made at least 24 hours in advance. 3. All information required to cancel the reservation will be provided by the customer. Normal Course: 1. User inputs username and password. 2. System authenticates user information. 3. User clicks on cancellation tab. 4. System displays cancellation form. 5. User inputs customer information into corresponding fields and clicks Proceed. 6. System displays list of conference rooms that were reserved for the customer. 7. User clicks Remove to delete the conference rooms from the reservation. 8. System displays catering service. 9. User clicks Remove to delete the catering details from the reservation. 10. System displays cancellation confirmation. Post­conditions: 1. The cancellation request is stored in the system. 2. A receipt is printed for the customer with the cancellation details. 3. The reserved room(s) is now removed and is vacant for future customers. 4. Catering department is notified of cater service being cancelled by customer. Exceptions: E1: Customer does not have a reservation 1. The system displays a message that states, “No reservations found” 2. The system asks user to re­enter customer information or exit. 5. The system terminates the use case. 11 Use Case Name: Marketing Report Generation | ID: UC­003 | Priority: High Actor: Hotel Manager Description: This use case describes how the Hotel Manager generates a report from the system. Trigger: The Marketing Specialist requests a quarterly sales report. Type: External ​ ☒​ Temporal ​ ☐ Pre­conditions: 1. Username and password have been verified. 2. All pending payments from previous quarter have cleared. Normal Course: 1. User inputs username and password. 2. System authenticates user information. 3. User clicks on analytics tab. 4. System displays sales revenue data. 5. User sets specific dates as parameters. 6. System recalculates the data with new parameters. 7. User clicks on “Create .CSV” button. 8. System generates a report and sends it to the download destination folder. 9. User attaches file via email and sends it to the Marketing Specialist. Post­conditions: 1. The report is saved to the database and available for future use. 2. The Marketing Specialist is notified of the newly generated report. Exceptions: E1: The user enters invalid parameters. 1. The system displays a message that states, “Please select valid dates.” 2. The user inputs valid parameters. 3. The system recalculates the statistics. 12 Physical Process Model Context Level DFD Level 0 DFD 13 Physical Data Model 14 HW­SW Specification Standard Client Operating System ● Windows 10 ● Linux Software ● ● Microsoft Professional 2013 RezOvation GT (Pre­packaged Software from HomeAway) ● Apache Hardware ● Intel Core i5­4590 Haswell Quad­Core 3.3 Ghz LGA 1150 Intel HD Graphics 4600 Dell 23” IPS LED Monitor Seagate Desktop HDD ST500DM002 500GB 16MB Cache SATA 6.0Gb/s 3.5" Internal Hard Drive Bare Drive ● Seagate Desktop HDD ST500DM002 500GB 16MB Cache SATA 6.0Gb/s 3.5" Internal Hard Drive Bare Drive Intel Xeon E3­1231V3 Haswell 3.4 GHz 4 x 256KB L2 Cache 8MB L3 Cache LGA 1150 80W BX80646E31231V3 Server Processor ● ● Standard Web Server 15 ● User Interface Structure Diagram 16 User Interface Prototypes 1, Main Menu 17 1.1, Customer Menu 18 Appendix Interview Notes ● The following are needed for customer information: first name, last name, phone number, physical address, email address, on behalf of organization, payment information (credit card, cash, etc...), what rooms to book, times, catering, etc… ● There are no limitations on the number of room bookings. ● Time constraints include the following: ○ 24 hour requirement for booking, because the catering department needs that allotted time to prepare the food. ● Conference booking and assistance will be hired. ● A total of four people will be using the system. ● The costs will include the following: ○ $50,000 + $30,000 (new employee salaries) + $10,000 (operations). ● Have a user interface resembling a checklist based on customers. ● A report will be created because the marketing specialist wants to know which customer booked rooms during last month. Moreover, the specialist would also like to have access to customer information. ● The staff will have to speak to customers over the phone to make reservations. This cannot be done online through a website. ● Customers will have to call or use the website to make a request for booking rooms. However, the reservation will need to be confirmed over the phone. 19 ...
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  • Fall '17
  • aa saian
  • reservation, Hotel manager, conference room, Wild West Hotel

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