Tag Archives: Technology

by | July 8, 2013 · 6:12 am

Hospitality Industry Technology Solutions: Hotels Are Providing “Customized Apps For Guests’ Tablets And SmartPhones” That Facilitate Constant Interaction During Stay

“…hotels are starting to adopt (new apps) for guests’ SmartPhones and tablets. A number of companies—including Handheld Hospitality, iRiS Hotel Technology SolutionsSoftware Systems and Cardola– have developed apps (such as mobile phone acting as TV remote and pre-ordering dinner at hotel restaurant) that facilitate constant interaction between hotels and their guests before, during and after their stay…”

The apps can be customized for each hotel. But they typically work like this: When guests book their rooms, hotels send them emails letting them know about the app. They can then download the app and start planning their trips. The apps act as virtual concierges with information about local restaurants and attractions.

For those guests who want to spend time inside the hotel, they can use the apps to order room service, book spa appointments and golf tee times, and learn about in-house events or happy hour specials. In other words, the apps eliminate the need for an in-room directory or a concierge.

“Apps, like 16 different types of pillow, are seen as a must-have for hotels, particularly at the top end of the market,” says Katherine Doggrell, editor of Hotel Analyst Distribution & Technology.

But, she says, hotels run the risk of overloading the apps with too much information and too many functions. “What the customer often wants is the chance to cut down the time spent in queues trying to check in and out and pay, and that’s what apps can help do,” she says. “Apps should be functional, first and foremost.”

For more: http://www.delawareonline.com/article/20130708/BUSINESS10/307080046/Mobile-apps-let-guests-order-room-service-more

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by | May 15, 2013 · 5:44 am

Hospitality Industry Technology Solutions: Hotel And Restaurant “Integrated Ordering Systems” Feature Online Tablets Located On Tables; Increase In Productivity, Inventory Control And Customer Satisfaction

“…By eliminating the traditional step of taking down orders with pen and paper, the hotel has been able to cut down manpower needs Hotel Restaurant Online Tablet Ordering Systemby one staff member per shift (reducing walking time)…”

  • The new system also removes the extra time taken to check the availability of certain items with the kitchen
  • Customer satisfaction has climbed by five percentage points since the system was implemented
  • The new format of ordering allowed us to provide personalized service to patrons who needed it more
  • Sales of food at the atrium lounge have gone up since the automated ordering system was implemented
  • The system also allows guests to give instant feedback about the service, with comments popping up on the employees’ phones.

An initiative that was implemented last November involved linking the hotel’s atrium lounge to a full integrated ordering system. Unlike other restaurants and cafes, where tablet computers are used as electronic menus or ordering devices, the hotel goes one step further. Information is keyed in by patrons and sent via the tablets to mobile phones which are carried by all service staff.

“Guests can self-order and customise their meals by looking through the menu and browsing through the pictures,” said Mr Wehinger. “With the tablet, they can press a ‘call for service’ button, type out dietary restrictions, give feedback and view the inventory level of items which are selling fast or out of stock.

“Instead of waving their hands in the air to get the attention of a waiter, a pop-up with the corresponding table number will appear on the mobile phones issued to our staff. They will then attend to the guests’ needs.”

The atrium lounge, which is manned by about seven employees during the evening peak period, takes up much of the hotel’s fourth floor and spans an area about as large as two basketball courts, so cutting down walking time is a key improvement.

For more:  http://www.asiaone.com/News/Latest%2BNews/Relax/Story/A1Story20130515-422603.html

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by | April 29, 2013 · 7:23 am

Hospitality Industry Technology Solutions: A “Hotel Technology” Checklist For Improved Guest Safety, Security And Convenience

Hotel Technology SolutionsThe following are from the “DO’s and DON’TS of Hotel Technology v5” for improved safety, security and convenience of hotel and resort operations:

  • Have universal power sockets with USB power sockets easily available for guest-use in public areas, especially Lobby Lounges, Dining areas, Club Lounges and Poolside – also have international adaptors handy
  • Have a smartphone compliant version of your hotel data file available for download on your website at the same time make sure your website is mobile compliant
  • Check all the peep holes on guest room doors to make sure they are secure and the right way round
  • Mount irons on wall brackets in closets instead of placing them on the floor or shelves
  • Clearly display broadband charges, if your hotel has any and have a sign-on page if your Government so requires it
  • Have an emergency torch/flashlight in the guest room
  • Have a person or system to monitor social networking sites for mentions about your hotel and respond appropriately and in a timely manner
  • Monitor what is written about your Hotel on Social networking sites like Trip Advisor
  • Put a notice on your HSIA sign-up screen that your government may block access to certain websites and internet services if they apply to you. Have your IT People know how to workaround this if the Guest asks
  • Make sure the electronic door lock on the guest room door closes quickly when the door shuts
  • Add CCTV cameras inside your Data Center – one that is directed to the server racks and the other, to the entrance door
  • Use electronic locks on your Server racks – not just metal keys
  • Use a bio-metric reader or PIN pad for staff entrance/egress that is linked to the Time and Attendance/Payroll System
  • Make sure your room safe is bolted down to a floor or wall and cannot be easily removed
  • Monitor the TV volume in the guest room so that it can go down very low and not too high. Some guests like to leave the TV on all night but at a very low background volume
  • Have a very low nightlight in the bathroom/toiletConsider using Motion/Presence [PIR] detectors rather than key cards to control energy in-room
  • Check from time to time in-the-floor power sockets – the metal type which are supposed to lift up when the clip if flicked – most often they stick after a while having been covered with floor polish and dust
  • Consider having a secure place where Guests can deposit their valuables and gadgets at the poolside or beach if they want to take a dip in the pool or use the sauna
  • Test your [magnetic] key cards to see if they de-magnetize when placed next to a mobile phone – often they do and is a great inconvenience to the guest as well as an operational chore
  • Have your IT team join such organizations as HFTP and HTNG so that they keep up to date with Hotel Technology – you should also sponsor them as well as have them attend various Conferences and Exhibitions
  • Regularly check and install Service Packs and software upgrades

For more:  http://www.hospitalitynet.org/news/global/154000320/4060454.html

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by | April 23, 2013 · 8:33 am

Hospitality Industry Technology Solutions: Hotel Guests Are Increasingly “Comfortable With Transition To Digital Services”; The Increasing Benefits Of “Cost Savings And Inventory Management”

“…most guests, especially younger ones who are used to having information at their fingertips, were comfortable with the Hotel Technology Solutionstransition to digital… Some hotels, especially luxury brands, are more likely to keep both the staff interaction and the technology offeringsHotels are also using technology to save money and manage inventory. Workers used to have to count sheets, towels, robes and table linens by hand on the way out of the hotel to the laundry and on the way back in, to try to avoid theft. Some hotels now stitch in small radio frequency ID tags, which transmit radio waves, so that when a cart of laundry passes by a sensor, the number of items inside is displayed. The method saves time in counting items and has decreased theft…”

Hotels around the world are using technology in new ways, with the goal of speeding up or personalizing more services for guests. David-Michel Davies, president of the Webby Media Group, said he visited Internet companies around the world each year for the Webby Awards, which honor excellence on the Internet. He said he had found that hotels were using technology as a substitute for human hospitality.

Instead of the staff at the front desk offering advice on where to go for dinner, guests may be lent an iPad loaded with maps and suggestions for local restaurants and sightseeing. A hand-held device in the room might control the television, blinds and temperature, replacing the role of the bellman who would describe how the features in the room work when he dropped off a guest’s luggage. “Hotels are transforming service into a digital concept,” Mr. Davies said.

Barbara Kahn, who studies consumer decision-making as director of the Jay H. Baker Retailing Center at the Wharton School of the University of Pennsylvania, said most guests, especially younger ones who are used to having information at their fingertips, were comfortable with the transition to digital. Some hotels, especially luxury brands, are more likely to keep both the staff interaction and the technology offerings, she said.

Some technology offerings extend beyond the hotel’s walls. The Park Hyatt Tokyo rents guests a pocket-size mobile Wi-Fi connector to use with an iPhone, iPad, BlackBerry or laptop to make international calls and get Internet access wherever they go during their stay.

For more:  http://www.nytimes.com/2013/04/23/business/electronic-smarts-at-hotels-attract-guests.html?pagewanted=all&_r=0

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by | April 5, 2013 · 6:42 am

Hospitality Industry Employment Solutions: Hotel Owners Must Utilize “Modern Technology And Processes” To Increase Positive Working Atmosphere For “Back Of House Employees”

“…modern technology that maximizes efficiency is lending a hand to the process of putting employees in a positive state of mind…take good care of the staff and they’ll return the favor to the guests…Placing the newest technology in the back of house at any resort is just as important as using it for guestrooms and amenities…”

Hotel Employee SatisfactionAny customer-centric business is only as good as its weakest link. Money spent on a strong back of house will surely pay dividends. It’s crucial for the back of house at a resort to create a pleasant, efficient atmosphere for the employees which, in turn, influences the service they provide to guests and increases productivity.

At Revel, the new $2.4-billion luxury property in Atlantic City, New Jersey, the back of house is as nice as the guest amenities at many resorts. With more than 1,800 rooms, 10 swimming pools, 14 restaurants and more than 4,000 employees, having an efficient, enthusiastic and motivated staff is critical for Revel.

  • Efficient elevators At Revel, the elevators are reminiscent of Disney World. You walk to where you need to go, leave the wardrobe area and then magically appear somewhere else. The elevators were designed to be fast. By combining group dispatching with directed elevator shafts and proper speed settings, it’s easy to get employees where they need to be without delay. The employee elevators at Revel move with efficiency and on multiple tracks, so employees aren’t stuck wasting time traveling from location to location. Instead, the speed instills a sense of energy that’s designed to prepare the staff on a positive note.
  • Wardrobe conveyor systems Elevators aren’t the only technological advancements. Employees never have to worry about misplaced work uniforms, having to press their uniform or leaving a piece behind accidentally. Meet Revel’s wardrobe process and conveyor systems. Each employee is provided three uniforms (one to wear, one as a backup and one that is being laundered).
  • Touchdown stations Employees can check email and message people from touchdown stations. These stations enable employees to stay in touch with the outside world while at work and when it’s appropriate. Additionally, they can use the touchdown stations to get the latest information on the events in the hotel and other information that prepares them to be a resource for any guest.
  • Communications Instant communication is a major part of today’s customer service. By communicating through cell phones—sometimes provided by employers—supervisors have quick and easy ways to relate situations to all needed members of staff. Immediate response better serves the guest.
  • Efficient food services When employees have to leave work for lunch or worry about paying for food, their attitude on the job can be affected. By providing employees with a hassle-free way to get their meals in a relaxing and calm environment, they can focus on the job at hand. Quick meals, such as muffins and coffee in the morning and sandwiches and sodas at lunch, are readily available in the employee dining room. This is particularly important for 15-minute mid-shift breaks. Employees are provided access to upscale dining with multiple choices that are available 24 /7.

For more:  http://www.hotelnewsnow.com/Articles.aspx/10237/Back-of-house-technology-makes-staff-happier

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by | March 25, 2013 · 6:04 am

Hospitality Industry Technology Solutions: New California Hotel Features “Virtual Check-In System” Utilizing Tablets For Reservations And Services; Apple TVs Synch To Guests’ iPhone And iPad Applications

“…virtual hotel check-ins (feature) a Cool Concierge which bypasses the human version of concierge or front desk service…guests use the tablet-system themselves to look up directions, phone numbers, make reservations, check their in-mobile technologyflight status and print boarding passes…(the hotel’s) Smart Check-In also allows guests to bypass the front desk and straight to their rooms using radio frequency technology or RFID, or wireless, non-contact systems…”

A new hotel that heavily favors Apple users — and could alienate their Android market base — has opened steps from the Apple’s brain center in Cupertino, California. All 123 rooms at Starwood Hotels & Resorts’ Aloft Hotels, whose tagline is “style at a steal,” will feature Apple TVs that can sync with guests’ iPhones, iPads or iPod Touch devices and their personal iTunes accounts.

Guests can choose among movie titles from iTunes, connect to Netflix for films, or Hulu for TV shows, and play their personal videos and photos on the in-room’s 42-inch LCD flatscreen TV.

As pointed out by CNET, it’s not the first time a hotel chain has opted to go with Apple TVs for their in-room entertainment. Staybridge Suites in London’s Olympic Village was also outfitted with the small, portable devices which enable guests to access their personal iTunes accounts.

For more:  http://www.hindustantimes.com/Travel/Chunk-HT-UI-TravelSectionPage-TravelStories/Apple-friendly-hotel-with-wireless-check-in-opens-in-Cupertino/Article1-1030447.aspx

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by | March 7, 2013 · 7:18 am

Hospitality Industry Payment Risks: Hotel Tech Trade Association Releases “Secure Payments Framework For Hospitality”; Best Practices Advocates “Tokenization” And “Removal Of All Guest Credit Card Data From Systems”

Hospitality Industry Secure Payment Framework-page-001

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Hospitality Industry Secure Payment Framework Executive Summary-page-001

For more:  http://www.scmagazine.com/hotel-tech-trade-association-offers-best-practices-for-reducing-payment-card-risk/article/283129/

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by | March 3, 2013 · 7:40 am

Hospitality Industry Payment Risks: Restaurants Can Utilize New “Smartphone Apps” To Reduce Credit Card Fraud, Increase Guest Satisfaction

“Tabbedout” is a new free app for smartphones. The credit card number is encrypted in the phone and tied to a tab…(the guest) can walk in, open (their) tab and show the phone to TabbedOut Merchant Payment Smartphone Applicationthe bartender (or waiter) and literally start ordering food and beer right away…when they feel like leaving the venue, press one button on (the) smartphone and leave…”

Crooks are constantly stealing credit card numbers. Often times it’s skimmers attached to credit card machines or some other crafty way to lift information. Now a new app may help reduce the chances of that and simplify the dining out experience.

Denver is a test market for a new service that makes paying a tab in a restaurant or a bar as simple as just one quick click. It’s a legal way of “dining and dashing.”

Who hasn’t been frustrated while waiting to pay a tab? And how safe is sending a credit card off with a waitperson? Now there are options. “Credit card fraud is the handing the cards back and forth. Someone will snap a picture of it and then steal your identity or take your credit card,” bartender Josh Finocchiaro said. “With this, it’s set up through your phone, so the card isn’t passed back and forth.”

Restaurants like the Ice House in LoDo like it because it means the wait staff can focus on serving good food and drinks without worrying about serving up a check at the end of a meal. Diners gain more control over their experience and there’s no waiting around to pay.

Tabbedout is now in 25 restaurants around Denver and some in the mountains as well.

For more:  http://denver.cbslocal.com/2013/03/02/tabbedout-app-helps-pay-restaurant-bill-avoid-credit-theft/

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by | May 22, 2012 · 6:12 am

Hospitality Industry Security Risks: Texas Hotel Guests Have Laptop And iPad Stolen From Room; GPS Tracking Feature Leads Police To Thieves

“…Police say hotel guests returned to their room to find their key card no longer worked. Once they had a new key, they discovered someone had stolen a laptop computer, wallet, a cell phone and the iPad from the room…”

Officers were able to track down an iPad stolen from a room at the Omni Bayfront Hotel to a home on the southside of town early Sunday morning.

The owner of the iPad used a tracking feature on the device to let officers know they could find the iPad at an address on High Meadow Drive. Police say when they arrived at the home they could see people inside and marijuana in plain view.

The people inside refused to answer the door for police at first, but someone inside did answer the victim’s phone when police called.

For more:  http://www.kristv.com/news/hotel-guests-help-track-down-theft-suspects/

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by | May 10, 2012 · 7:00 am

Hospitality Industry Technology Risks: Hotel Internet Connections Pose New Risks For "Malicious Software" Infecting Guest's Computers

The FBI said typically travelers attempting to set up a hotel room Internet connection were presented with a pop-up window notifying the user to update a widely used software product. If the user clicked to accept and install the update, malicious software was installed on the laptop. The pop-up window appeared to be offering a routine update to a legitimate software product for which updates are frequently available.

The FBI today warned travelers there has been an uptick in malicious software infecting laptops and other devices linked to hotel Internet connections.

The FBI wasn’t specific about any particular hotel chain, nor the software involved but stated: “Recent analysis from the FBI and other government agencies demonstrates that malicious actors are targeting travelers abroad through pop-up windows while they are establishing an Internet connection in their hotel rooms.

The FBI also recommends that travelers perform software updates on laptops immediately before traveling, and that they download software updates directly from the software vendor’s website if updates are necessary while abroad.”

For more:  http://www.itworld.com/security/276162/fbi-issues-warning-hotel-internet-connections

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