Blog#6_Future Proof: Hotel 1000 Takes Tech to New Levels

  Hotel 1000, opened during 2006 in Seattle developed under inexperienced hotel management and ownership entrepreneurs became a prime luxury boutique hotel in the lodging industry. Pete deLeuw (co-owner) and MTM (Luxury Lodging management company) built an estate with one of the first fully-converged IP-based infrastructures. The IP converged network, constantly exchanges information by way of HTNG-based XML interfaces allowing for communication between in-room technology and back-of-house systems. Being a well-respected and technologically innovative establishment, it is no wonder that they were ranked third (Expedia ranking) out of 90 thousand hotels worldwide. Determined to maintain their modernized reputation, offerings of their current and future planned alterations will keep this establishment on such a level.

The numerous aspects of innovations occurring inside of the hotel consist of high-speed Internet, climate control, motion detectors, in-room entertainment, Art in HD, VoIP telephones, and improved staff communication devices. Improvements to the current offering of 4.5MB of bandwidth through T-1 lines to all guestrooms will undergo improvements by this year by initiating a tired-bandwidth interface providing UHSIA for a fee in each guestroom. Climate control using infrared scanning signals for detection of activity will activate a desired temperature for the in-room guest. The potential for this advancement will experience further advancements, by creating a guest profile of appealing temperature. Also using infrared scanning, motion detectors examine rooms and informs staff whether the room is occupied or not for sanitation purposes.

In-room entertainment inside of the hotel offers 40-inch HD LCD televisions via IP with surround sound. An up-coming installation that will be beneficial to the industry is a universal connectivity media hub, enabling guests to sync information from personal electronic devices. Other transformations will be visible in offering an extensive selection of music, including Internet radio, not to mention satellite radio. Lastly, staff members are using Vocera communication system worn as a badge, this product allows for hands-free communication across the premises. The article explains the ease of this product “users press the badge and say the name, title or function of the person they want to reach and the system connects the associate instantly”.

Strongly agreeing that these technological investments will continue to increase their revenue, their success will solely rely on the unceasing usage of these innovative aspects. As technology constantly undergoing modification, the adaptation of these improved products by Hotel 1000 will be a necessity. Of great interest, it was remarkable to see a hospitality firm with little to no experience become a fortunate and innovative example to others. I believe the ending quote of the article explains how this hotel’s true success became apparent “you can’t learn to swim by sticking a toe in the water”. Understanding the statement, and under the impression that putting all of their efforts and investments into technology initially, instead of sporadic investments, this establishment is able to remain above competitors. Furthermore, with the increased technological aspects, Hotel 1000 is maintaining consumer satisfaction by approach of generating a comfort and product level that will continue to provide the guest with an overall superior experience that will have a positive influence for their next stay.

 

Lorden, Abigail A. (2008 June 10) Future Proof: Hotel 1000 Takes Tech to New Levels

 

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Blog #5_PCI DSS Compliance: Just Whose Responsibility is It?

Hospitable firms globally accepting credit or debit cards are required to comply with the Payment Card Industry’s (PCI) Data Security Standard (DSS). PCI’s standard is a set of extensive requirements for enhancing payment account data security. PCI compliance is normally associated to the actively involved tech IT department of an organization, but realistically, the responsibility must be shared throughout the organization.

Dr. Connolly and Mark Haley (CHTP) explain that becoming compliant is more than securing systems, tightening up password control, encrypting data and adding firewalls to the company’s computer network. These vital information security precautions represent only a subsection of the compliance requirements. Others include data stored in paper-based files, such as credit card imprints on back of registration cards.

Failure to comply fully can have a devastating impact on the organization, causing significant financial costs, undesired legal costs, or terminating your career (not just the IT employees). Many security breaches consequences of insufficient training, lack of policies, poor business practices, or an employee’s careless error. Consumers desire to do business with responsible and trustworthy organizations, and especially in the hospitality industry, PCI compliance is critically associated with one’s brand reputation.

The Unintentional association of PCI standards and IT department are commonly viewed together, failing to recall the complete picture. It must be taken into consideration that card numbers and cardholder data are at risk of fraudulent use, in which the activity is not always focused on the IT department, instead on the concierge’s end. The article explains, “PCI compliance is about protecting and securing every facet of one’s business and should focus on people, processes, and technology, not just the technology.” Agreeing with the quotation, an issue that seems to associate itself with the implantation of technology is human error such as a mistake of an employee leaving recorded information obtainable by the public (i.e. a sticky note with essential information on it).

Maintaining and operating a business fluently, it is important to incorporate the entire picture of an organization (not just the IT department) when dealing with PCI DSS. The article makes clear “one must view security and PCI compliance as an important business function and not simply as a task for one’s IT department, even though IT can be both part of the problem and part of the solution.”  Furthermore, the responsibility for PCI DSS compliance should be seized by not only the IT section, but also shared throughout the organization.

 

Connolly, Daniel J. Haley, Mark G (2008 November 4). PCI DSS Compliance: Just Whose Responsibility is it?

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Blog #4_Hotels Lock it Up

            Hospitality’s latest security trend is contactless locking systems by integrating radio frequency identification (RFID) technology and near field communication (NFC) cell phone compatibility. A couple contactless specific lock models mentioned in the article consist of Kaba Ilco’s 790 and Vingcard, possessing accessible features as: low cost guest cards, long lasting staff cards, wristbands, keyfobs, and NFC cell phone compatible. NFC exchanges data between devices over a small distance through a high frequency wireless communication technology.

            Upon arrival, hotels equipped with RFID and NFC will allow guests to skip the check-in line and proceed to their destined room via SMS. Guests will receive information from a “short messaging system” (text messaging) that will consist of booking confirmation, room number, and an encrypted room key access code that unlocks their door. Upon Checkout, guests will be able to use their cell phones to checkout through an NFC-enabled in-room television or NFC-enabled hotel kiosk. Putting this cell phone compatible structure into effect, it enables marketing opportunities such as advertising promotions and special offers taking place at the property.

            Supporting this trend, contactless locking system will continually be improved and modernized, benefitting both the consumer and hotel. Being able to trace information (location of guest) from a significantly distant time is an incredible aspect of this product, especially when associated with theft. These improved features compared to mechanical locks, the price of key replacement are relatively inexpensive. Contactless locking systems not only appealing but provide a more advantageous experience for the customer.

Glenn Withiam’s article “Tech-savvy Guests Spend More” explains that from his generated report “it seems likely that by implementing new technology, hotels are probably discouraging certain groups of travelers from staying at your property.” However, in this industry, it is an impractical idea to have lack of investment in such technological advances. Relating to Withiam’s article, I believe that even less technical savvy guests will find this development extremely appealing.

Furthermore, the persistently changing improvements and integrated devices, RFID and NFC, investment will generate customer gratification and these adaptations will reshape information generated in the hotel industry. Different technological implications are viewed by the less-tech savvy as an unproductive means of contribution, but these contactless locking systems will not be.

 

Volpe, Christina (2008 October 9). Hotels Lock it Up.

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Withiam, Glenn (2008 October 9). Tech-savvy Guests Spend More.

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Blog #3_Drive-thru Convenience

During the past 15 years, Drive-thru spending has rapidly infiltrated the quick service restaurant industry on account of numerous innovations and updated trends. Communication through digital headsets, drive-thru timers, order confirmation boards, and sticky label receipts for order accuracy are the most recent drive-thru technology updates. The featured order confirmation board generated by Delphi Display System explains these displays are much more comprehensible, listing each item ordered, any special orders, and a large dollar total, which in turn makes your ordering process more simplistic. The improved Drive-thru timers constructed by Hyperactive Technologies (QTimer) use cameras that display the time at different points in the onward process at Drive-thrus. Information displayed consists of time at the menu board, total time between order menu and window, time at window, and total time in the drive thru. This allows for operators to monitor the received informative and critically beneficial variables. The variables can consist of placement of a worker during busy times and updates management on drive-thru statistics (whether their employees are maintaining their times for a more sufficient process).  Current headsets used at some Drive-thru's (3M's C1060 Digital Headset) are lightweight, wireless, provides additional clarity, and eliminates surrounding noise within the restaurant or allowing for employees to hear voices and not the outside noise. Lastly, Epson will offer sticky label receipts that have capabilities of being repositioned multiple times in the kitchen to the final step of substantiating the order.

Visible in the quick service industry, the number of dining room customers are diminishing, while Drive-thru customers are escalating. Americans are sometimes mindfully preoccupied with numerous obligations creating the Drive-thru opening in which the quick service industry's fulfilling. The visionary headsets that deaden insignificant noises I think will be crucially beneficial to such an industry where orders are mistakenly intercepted because of interference from other digital technology. Having a strong preference on how the companies are taking considerable amounts of interest in this process it's gratifying to see their investments in innovative technology that allows for a more convenient and frustration free experience. The Hyperative Technologies' QTimer is also an advancement that is going to be substantially beneficial to this industry, especially knowing if your employees are meeting their times (during the process), and will not be able to argue that it's a mistake, because the tracking software will not lie. The advancements in technology to accelerate the Drive-thru process is impressive but in return be associated with obesity. Furthermore, hopefully with all the advancements that are being implemented into the technological portion of the quick service restaurants, I hope there will also be ample amounts of time making the consumers aware of the health precautions (if there are any). 

Powers, Vicki (2008 October 9). How Fast is Your Drive-Thru?

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Blog #2_Point Of Sale

A "Point of Sale" is generally found at locations where transactions occur. The capabilities of these systems are sufficient resolutions that have decreased service times, increased order accuracy and offer a better customer experience. The flexibility of the new systems fluctuate when amounting to the form of the application. Ranging from NextGen's POS "WAND Corporation" offering conversational order acceptance capabilities to "DineBlast iOrder" by SoftTouch offering remote ordering from PDA's, IPhones, etc.

The "Wand Corporation" allows minor changes to the order, as well as correcting simple cashier mistakes, without a manager's approval. The Dine Blast iOrder enables customers with mobile phones or devices of similar stature to be detected by the restaurant's POS system. Upon connection, placing orders will be done before the sever visits the table. Payments will also be conducted in a similar manner by use of personal communication device. Other applications consist of Booking reservations (recognizing their previous purchases, making their next visit more harmonious), modifying the system to the exact needs of that market, and a labor scheduling tool enforcing breaks and other rules.

This pioneering technology holds some vital influences on issues pertaining to customer gratification, decreased ordering time, and are beneficial to employees that are native to the system. It will be exceedingly beneficial to less technical savvy generations, since the improvements reduce technical errors, and allow for employee guidance through navigational software. The improved POS are unquestionably beneficial for acceleration of waiting time by recognizing the customer's past sales archive and allowing the employees to feel more comfortable with the integrated systems. Quickness of the service will increase, making customers who are pressed for time, wholly satisfied. Though, I believe, customer gratification can fall into contrasting categories.

Unforeseen complications can arise during the implementation of these systems. Visible with the "iOrder", some restaurants' foundations are essentially based on the received experience during one's visit. These values will severely decrease with the implementation of the improved POS software. Companies whose sales derive from the social aspect (building strong relationships) may drastically suffer. Furthermore, having experience in the restaurant industry, I believe that these revolutionary software implementations will have a positive impact on the restaurant market.

Ross, Julie (2008 September 8). POS software upgrades & Updates.

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Blog #1_Golf & Spa IT Trends Reflection

Spa and golf resort owners remain competitive by staying ahead of trends; creating new innovations that help build relationships with customers, and use different integrated systems to develop a relationship with the customer. Technology is incorporated into everyday activities which can be found in spas and golf resorts. They are starting to offer increased Wi-Fi access and a system that maintains one’s previous history at the location, allowing the hospitable firm to anticipate the guest’s next request. If a company has multiple properties, such as Vintage Hotels, they use a centralized booking system that is fully integrated to work in conjunction with its property management system (PMS). There are many advantages that arise when using an integrated system such as checking the system to see if there is availability at the destination, and some allow for customers to make reservations from anywhere on the property. In the near future Vintage Hotels wants to allow guests to see “up to the minute availability” which would allow them to book an appointment that goes directly into the PMS. At the Disney golf resorts, they would like to improve their guest services by incorporating a questionnaire or alarming submissions via GPS that allow Disney to take care of an issue immediately.

I believe that these ideas and innovations generate high level of customer satisfaction, and in return supply an increased rate of return of customers. I agree with all the sophisticated ideas and their futuristic dreams because it will push for further advancement and in return create improved networking systems. It would be accommodating especially on a golf course that if a unmannerly citizen is not showing the proper etiquette, that by a push of a button, a manager or employee would explain to the citizen that his/her behavior is not tolerated on the golf course. A suggestion that I may have with this is instead of an employee primarily approaching the unmannerly citizen(s), instead via intercom that projects a verbal message, warn and make them aware of their actions, unless it continues to proceed. I predict that these advancements will continue to progress in both technology and customer satisfaction.

Mastroberte, Tammy. (2008, September 9). Golf & Spa: Top IT Trends. Hospitality Technology

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