1. ICT APPLICATION TOOLS - INTRODUCTION

ICT has beyond doubts made huge contribution to the development of hospitality and tourism services. Due to the advancement in technology, the fierce competition and also due to the complexity of the hospitality and tourism markets, organizations from all over the world now depend almost on the use of ICT to plan, manage and market their services. There was a time when organizations would depend on using effective BPOs also known as call-centres to reach out to the consumers, but now the use of the internet has changed the whole scenario. Organizations have now integrated their system with ICT tools such as GDS, CRS, PMS, DMS etc to facilitate in the overall management and marketing of services
It includes reservations, check-in, room management, housekeeping, guest relation etc. The back-office applications are used as an aid to decision-making in management functions by providing comprehensive reports. It includes stock management and controlling, financial planning, book keeping and wage payment. Apart from these, PMS can also be used as a central point between the different systems of the hotel, bringing all functions under one system. (Egger & Buhalis, 2008)
1.4 DESTINATION MANAGEMENT SYSTEM (DMS)
DMS is also another computer system used by Destination Management Organizations (DMOs) in order to manage and coordinate all tourist information, events, suppliers and products. It is also referred to as destination database which gives comprehensive information about a destination. (Hotel Management-Network, 2009)
Destinations are important in the tourist industry. DMOs play both the role of the producer as well as the intermediary- they assume the functions of building the tourism product and presenting the offer. They interact with wide variety of stakeholders such as the local government, the host community, the local tourism board etc in order to develop and market the destination as a tourism product. However due to socio-democratic changes in lifestyles, changes in travel behaviour and the complexity of the nature of tourists, the need for quick destination and travel