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CHTP REVIEW: Targeted Technology Cihan Cobanoglu, Ph.D., CHTP University of South Florida Sarasota-Manatee June 2, 2011
CHTP REVIEW: Targeted Technology
Cihan Cobanoglu, Ph.D., CHTPUniversity of South Florida Sarasota-ManateeJune 2, 2011
HFTPWhat To Expect
Multiple Choice and True/False
4 Sections
250 – Choose most correct answer
75% Passing grade in each section
HFTPReview Topics
General Technology: Network Administration Emerging Technologies Telecom System Architecture
Targeted Technology: Facilities Club Applications Resort / Spa Marketing / Web Applications
Hotel Technology: Accounting / Payroll / HR Food and Beverage Lodging Applications
Managing Technology: Time and Attendance Systems General Management System Strategies System Analysis and Selection
HFTP
Targeted TechnologySection Three
Facilities
Clubs
Resort/SPA
Emerging Technologies
HFTP
Sales, Marketing and Web Technologies
HFTPEvent Management Systems
Sales / Catering Software Proposal / Contract Maintains client requests, room nights, menu
items, and records all equipment and space commitments.
Banquet Event Orders (BEO) Serves as a final contract for client and generates
work assignments for the Catering staff.
Ingredient File Contains items like tables, chairs,
china, flatware, tents and entertainment.
HFTPCRM - Customer Relationship Management
Enables organizations to know their customers on an on-going basis and not just for the life of that transaction, that meal or that guest stay.
Will track the history and status of every customer interaction and help workers to give personalized service.
HFTPCRM - Customer Relationship Management Implementation Includes: Customer Data and Analysis Technology and Staff Strategies and goals
Considerations should NOT include: Thanking regular customers for their loyalty Surveying customer needs
HFTP
Marketing Techniques
One to One
Broadcast (Mass)
Permission
HFTPWeb Based Marketing Cookies / Tokens Client-side tracking so customer does
not have to identify themselves again
Unique Visits / Hits Server-side tracking by using log files to
identify the customer
Banner Advertising Is a cost per action
Conversion The moment a customer buys
HFTPE commerce
b2b (business to business) Most sophisticated type of internet transaction Requires the highest level of trust between the parties
b2c (business to customer) Customers should get same benefits at the store / location as on the
Internet Discounted prices on the web site versus voice is not a consistent B2C
ecommerce model
b2e (business to employee) Employee portal that allows access to human resource information such
as job postings, work schedules and work policies
Secure Electronic Transaction (SET) More secure than SSL Non biased authentication A single trusted international source
HFTPWeb Terminology
World Wide Web (www) consists of three components HTTP – Hypertext Transfer Protocol HTML – Hypertext Markup Language URL – Uniform Resource Locator
Domain Name System (DNS) An internet service that converts internet
names and resolves them into Internet Protocol (IP) addresses.
HFTPElectronic Locking Systems
Hard-Wired System Codes the key and changes the door
at time the key is first made at the front desk.
Micro-Fitted System Depends upon a pre-coded
microprocessor in each lockset at the guest room door and front desk encoder.
HFTP
Electronic Locking Systems
HFTP
HFTPElectronic Locking Systems
Features Unique keys (instantly changes) Audit trail capability Key code expiration Automated dead-bolt with “Do Not Disturb” Key must be removed for door to open to
protect from possibility of keycard theft Control access to virtually every area of the
hotel, including exterior doors, storage areas, admin areas, meeting rooms and guestrooms
HFTPElectronic Locking Systems
Features Enhanced guest security by
monitoring the status of every guestroom door opening, even when entry is achieved without the guest’s issued key Review the audit trail to
determine which assigned keys gained entry to a guest room.
HFTP
Audit Trail
HFTPEnergy Management Systems (EMS) Guest Control
Enable guest to have full and complete control of room temperature when physically present in the room.
Demand Control Turns off units for varying periods of time without
affecting environment or comfort conditions. Maintains pre-determined energy usage levels.
Duty Cycling Turns off equipment on a sequential basis for a given
period of time each hour also without affecting environment or comfort conditions
HFTPEnergy Management Systems (EMS) Room Occupancy Sensors Infrared or ultrasonic waves used to
register the physical occupancy of a room When the guest leaves, sensors react, and
following a short delay, lights, and HVAC are reset to default settings.
PMS Interface Provides energy control opportunities to
minimized energy usage in direct relation to anticipated occupancy levels.
HFTP
HFTP
EMS-Wireless Light Switch• replaces the standard hard-wired
line-voltage light switch• Lighting can be pre-set to save
energy costs • By enabling the front desk to
remotely turn lights on and off in the guestroom when a guest checks in or out, infrared switch provides the next level of energy and utility management.
HFTP
MEMBERSHIPTRACKING
PAYROLL/PERSONNEL
GENERALLEDGER ACCTG
POINT-of-SALECONTROL
FIXED ASSETACCOUNTING
INVENTORYCONTROL
EVENT MANAGEMENT
HOTELOPERATIONS
Club Systems
HFTPClub Systems
Primary Objectives for Implementing a POS System in a Club Environment Increases internal controls Improves member services Enhances staff productivity NOT to reduce staff
When planning to computerize a club’s information systems, they should identify the application software first.
HFTPSPA Systems
Spa Reservation Systems 3 components A provider/associate A facility/room The equipment needed
Allows automatic assignment of available time slots to multiple guest, all arriving during similar blocks of time, with various services being selected.
HFTPSPA Systems
Spa Reservation Systems Utilize criteria for treatment rooms and
service specialists, instead of just rooms and available space requirements. Priority and Percentage Load methods are
used to allocate spa resources when making an appointment for a treatment.
HFTPSPA Systems
Interfaces: Property Managements System(s) Point of Sale System Internet Reservations
Retail Inventory Point of Sale Gift/Debit Card System
HFTPGolf Tee Time Systems
Usage Book rounds weeks in advance Match individual players to create 4-somes (yield
manage) Block individual holes for planned maintenance Manage play on multiple courses
Ways To Book Reservations In Person Via Lottery Internet Email
HFTPGolf Tee Time Systems
Golf Operations Terminology Shotgun Aeration Handicap: a numerical measure of an
amateur golfer's playing ability based on the tees played for a given course.
HFTPClub Websites
Typical divided into 3 sections Member Partition Staff Partition Guest Partition
Desired synchronization features Member roster synchronization Member online account review
HFTPClub Websites
Member Accounting on the Web most commonly shared via a zipped file generated
from the accounting system and sent to the website nightly
Real-time data access methods, such as XML (eXtended Markup Language) or OLTP (OnLine Transaction Processing), is not widely used in today’s Club applications
Reasons For Failure Content under-appreciated Site is under-promoted Site is under-funded Site is under-appreciated
HFTPRFID
Definition – Radio Frequency Identification A technology used to transmit data by a
mobile device and read by a reader that is not connected via a wired connection
HFTPRFID
Types of Tags Passive
Have no internal power supply Incoming radio signal provides just enough power for the
CMOS integrated circuit in the tag to power up and send a response
Practical ranges of 10cm up to a few meters Active
Have their own internal power source used to power integrated circuits and broadcast the signal to the reader
Usually more reliable making them more effective in harsh environments
Practical range of 100 meters Battery life up to 10 years
HFTP
RFID Tags
HFTPRFID
Privacy Concerns Purchaser of an item may not be aware of
the existence of the RFID device Myths related to RFID Privacy include Easy to intercept the RFID signal and steal the
individual’s identity Since many tags contain similar data elements,
it is easy to confuse one’s identity with another Tags can easily be removed and attached to
other items or people
HFTPUses of RFID in Hospitality
Cashless RFID Systems Asset Management Waterparks Lost Children Resort Tasks Casino Operations
Gaming chips are now embedded with RFID devices to track where users go and precisely how many gaming chips are used
HFTPUniversal Serial Bus (USB)
A widely used hardware interface for attaching peripheral devices. Up to 127 peripheral devices can be attached to the bus
History Began to appear on PCs in 1997 Windows 98 was first version of the Windows
operating system to support USB natively
Types of Connections A – Upstream B – Downstream Mini A & Mini B
Used on small portable devices such as PDAs, music players, digital cameras and cell phones
HFTPCell Coverage In The Hotel
Operational Benefits Staff members can communicate with one device and not
require cell phones, PDAs and pagers Staff can be contacted easily when away from the property Staff can respond to issues in real-time
Concrete and Steel Cell Phone Amplification
It’s expensive Can be directly tied to guest satisfaction and Guest recovery
strategies In-building solutions do not affect external coverage areas
HFTPEvolving US TV Regulations
Stations Convert to Digital Format US Markets must convert by 2/17/2009 Most provide digital today Analog signals must be turned back to the
government for first responder use
Point of Encryption Digital movie producers require their
signals to be encrypted All the way to the display unit!!!
HFTPEvolving US TV Regulations
All TVs Sold After March 01, 2007 Must be HDTV Ready HDTV ready does not mean it includes a ATSC
tuner
ATSC – Advanced Television Standards Committee Created voluntary standards for TV sets which
were adopted by the FCC in 1996 Addresses aspect ratios, resolution and frame
rates and includes how the sound and video are encoded and transmitted
