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property management system used in hotels to
process guest, room, facilities and accounting
information. Guest history files containing detailed
information of frequent guests are an important
component of the system. Chain hotels also
operate central reservation systems to store, process
and communicate their room rates and availability
for hotels in the chain. Numerous additional
applications of technology including electronic
locking systems, digital phone systems, guest
operated devised and energy management systems
are used in the accommodation sector. Point-ofsale
systems are used in foodservice outlets and
retail stores to process transactions and inventory
information.
The Internet is a major information tool for
tourists and firms catering to them. Hundreds of
thousands of tourism companies have home
websites on the World Wide Web providing
information on their products to the millions of
Internet users. Reservations are possible through
the Internet, but the percentage of users of this
service is lower than those who search for
information. The travel distribution channels are
changing as electronic access for consumers
increases.
Information is beginning to incorporate higher
levels of intelligence and functioning. Expert
systems and robotics are two applications of
artificial intelligence that are being used in the
tourism industry. For example, the airlines are
operating expert systems for crew management,
maintenance of aircraft and network design.
Robotic technology is being experimented with in
the foodservice sector. Virtual reality, which uses
a variety of computer technologies to give an
experience of a different reality, are being
considered as a way of giving tourists a `taste' of
a vacation before they purchase it. Future
computer systems in tourism are likely to incorporate
more intelligence and be able to assist with
higher level functions.
See also: automation; hospitality information
system
Further reading
Kasavana, M. and Cahill, J. �1992) Managing
Technology in the Hospitality Industry, Michigan:
AH&MA. �Covers all applications of information
technology to the hospitality industry.)
Schertler, W., Schmid, B., Tjos, A.M. and Werthner,
H. �eds) �1994) Information and Communication
Technologies in Tourism, Vienna: Springer Verlag.
�Proceedings of major international conference
on tourism and information technology.)
Sheldon, P. �1997) Tourism Information Systems,
Oxford: CAB International. �Examines how
information technology is being used in various
sectors of the tourism industry.)
PAULINE J. SHELDON, USA
Information Technology and
Tourism
Information Technology and Tourism:Application ±
Methodologies ± Techniques is a technical sciences
journal focusing at the interface of information
technology and tourism. It strives for a balance of
theory and application; its main objective is to
develop a theoretically integrated and methodologically
enriched multidisciplinary body of knowledge
in this emerging field. All manuscripts are
refereed anonymously �double blind) by at least
three reviewers from different disciplines. It
regularly publishes full-length articles �abstracts in
English), research notes and reports, comments
and reviews. First published in 1998, it appears
quarterly, published by Cognizant Communication
Press �ISSN 1098±3058).
infrastructure
infrastructure 309
HANNES WERTHNER, AUSTRIA
Infrastructure refers to systems in place which
allow for the efficient functioning of a business
activity �industry) or concentration of people
�community). Basic infrastructure systems that
serve both purposes include electrical, water,
sewage, communications, government services
�such as police) and transportation.
One of the early but still often heard arguments
for increased tourism development is that this
industry can be built on existing infrastructure.