HOTEL INFORMATION SYSTEMS. Chapter 6

Transcription

1 HOTEL INFORMATION SYSTEMS Chapter 6

2 "The good news is that the PMS market has seldom seen such a variety of different approaches to solving your property's automation needs. Jon Inge, Hotel Systems Consultant

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4 Lodging-Centric Technologies FORECASTING & SCHEDULING CORPORATE ACCOUNTING SYSTEM PURCHASING & INVENTORY INTERFACE WITH DIRECTION OF DATA FLOW TRAVEL AGENTS TIME & ATTENDANCE FOOD & BEVERAGE INVENTORY SYSTEM ELECTRONIC BAR DISPENSER GLOBAL RESERVATION SYSTEM CORPORATE GUEST HISTORY PMS BOH FOH , MIS, DSS, EIS CORPORATE RESERVATION SYSTEM YIELD MANAGEMENT RESTAURANT MANAGEMENT SYSTEM (POS) Internet/ Intranet PAY PER VIEW / CHECK OUT CALL ACCOUNTING SYSTEM (CAS) MINI BAR CREDIT CARD AUTHORIZATION & EFT MAID DIAL-IN ELECTRONIC LOCK & SECURITY SYSTEM PBX (SWITCH INROOM ENERGY CONTROL SALES & CATERING SYSTEM WAKE-UP SYSTEM VOIC MESSAGE HANDLING REMOTE SALES MARKETING MAINTENANCE ENERGY FIRE & LIFE SAFETY SYSTEMS OFF PREMISE SYSTEMS INHOUSE

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7 Hotel information system

8 Advantages of Technology in Hotels 1. Improved labor productivity and organization efficiency 2. Enhanced decision-making capability in less time 3. Reduced operating costs 4. Increased information accuracy 5. Increased revenues 6. Greater guest satisfaction and loyalty 7. Improved controls 8. Ease of use

9 Disadvantages of Technology in Hotels 1. Security 2. Ergonomics 3. Cost 4. Upgrades and maintenance

10 In-Room Technologies 1. Electronic Locking System 2. Energy Management & Climate Control Systems 3. Fire Alarm & Security Systems 4. In-room Minibars 5. In-room safe boxes 6. Guestroom Phone System 7. Voic /Wake-up Systems 8. In-room Entertainment Systems 9. Guestroom control panels 10. Self check-in/out systems

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12 Electronic Locking Systems

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14 Electronic Locking Systems (ELS) Hotel Key System Evolution Mechanical Keys Punched-hole coded- Electronic Key Card

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16 Mechanical Keys Cheaper than electronic locking systems Heavier to carry Inconvenient Once lost, the cost of replacement is high Not traceable Duplicable

17 Electronic Locking Systems (ELS) About 85 percent of lodging establishments today have electronic locking systems installed Types: Hard-wired ELS Micro-processor based One-way communication ELS Two-way communication ELS

18 Hard-wired ELS Hard-wired system is an example to a first generation ELS They operate through a centralized master code console interfaced to every single key lock Very Expensive to wire each door Great security

19 Micro-processor based ELS One-way communication This system uses a microcomputer (keycard console) with an electronic key encoder, a device used to encode new lock combinations on guest keycards at check-in

20 One-way e-locks Electronic key encoder: device to encode new lock combinations

21 Check-in: Front Desk Agent encodes the key for room 101 Guest enters the e-key into lock 101 The lock erases the Previous code. Now this door can be opened with this card Until the next new card comes in

22 Advantages of ELS over Mechanical Keys Unique keys Light plastic, magnetic stripe keys: Security Replaceable The cost of a new key is low Recyclable The cost of rekeying is non-existent. Access control Audit-trail capability Privacy Feature

23 Disadvantages of one-way ELS One key can not be used in multiple locks. If the guest decided to change rooms, he/she has to go to front desk to recode the key. If a wrong key is inserted into a lock, it does not alert security staff.

24 Two-way communication ELS Two-way communication keys are more expensive to install; however, they offer several security and convenience features. In the two-way communication locks, a central database communicates to locks wirelessly. One key can be used in multiple places (i.e. pool, health club, concierge floor)

25 Keycards- Smart Cards

26 Keycards-Biometric The first generation of biometric ELS was seen in The guest registers his/her fingerprint or iris scan or other biometric metric (i.e. hand scan, palm scan) at the time of check-in.

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28 Keycards- RFID Radio-frequency identification (RFID) is an automatic identification method, relying on storing and remotely retrieving data using devices called RFID tags or transponders. There are two main components of a RFID ELS: RFID Lock: This is the key lock that looks for a RFID tag to grant access. RFID tags (keys): These are the identification codes for key locks. They can be in the shape of a plastic keycard, or can be stored in different devices, such as a wristband or a cellular phone.

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30 Energy Management Systems & Climate Control Systems

31 Energy Management & Climate Control Systems After labor, energy is the second-largest operating expense for a hotel Guestroom energy consumption typically accounts for 40 percent to 80 percent of a hotel s total energy costs

32 EMS-Digital Thermostat humidity control temperature display

33 EMS Types 1) centrally controlled systems 2) individually controlled systems 3) network controlled systems

34 EMS Devices 1. Electronic key-card based energy management systems This system employs a wall mounted unit that controls the electrical devices and Heating Ventilation and Air Conditioning (HVAC) devices with the help of a magnetic stripe key card

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37 EMS Devices 2. Body-motion detector based energy management systems A body-motion detector is installed inside the guestroom and in some cases in the corridors. When the body-motion unit does not detect a motion, indicating that there is not a guest or an animal in the room or in the corridor, it controls the lights and HVAC equipment.

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39 Body Motion Sensor to control Hallway lights (Royal Hotel, Lyon, France)

40 EMS Devices 3. Body-heat detector based energy management system Similar to body-motion detector based systems, this system detects body-heat of a human or an animal. This system is more reliable than the body-motion detector. When the system does not detect body heat, it assumes that it is non-occupy mode, and sets HVAC equipment back to preset temperatures

41 EMS-Wireless Light Switch replaces the standard hardwired 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.

42 EMS-Lamp Control Mode It converts any standard lamp into a remotely controllable lamp with full dimming capability. (infrared)

43 Guestroom Status The guest may choose either the DND or MUR functions without needing to open the guestroom door. If DND is pressed, a lettered, backlit "Do-Not- Disturb" indicator is displayed on the external door plate

44 Guestroom Status: External Door Plate installed on the wall outside the guestroom DND or MUR indicate current room occupancy status

45 EMS Control Levels Network controlled energy management systems have four levels of temperature set-backs: 1. Sold 2. Unsold 3. Sold Occupied 4. Sold Unoccupied

46 Fire Alarm and Security Systems Networked Fire Alarm System: In this system, smokedetectors are networked to a central management system wirelessly

47 In-Room Minibars There are three different type of minibar systems. These are: 1. Traditional minibars (non-automated), 2. Semi-automated minibars 3. Automated minibars (micro-processor based).

48 Traditional Minibars Traditional minibars are based on manual checking and/or honor system. After minibar staff members fill out the minibar initially, they have to check every occupied room every day to see if anything has been consumed.

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50 Semi-automatic Minibars Semi-Automated minibar Systems are equipped with a door alert system that reports directly to the minibar central computer system via existing telephone wiring each time the bar door is opened. This way, minibar staff members know which rooms need refilling and which rooms do not. This decreases the restocking time and guest disturbances are significantly reduced.

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52 Automated Minibar Systems Automated Minibar Systems (Micro-processor based) are capable of monitoring and posting sales transactions, determining refill quantities, reminding the expiration dates of products offered, and enhancing profitability. The automated minibar has infrared sensors that sense when a product is removed from the tray.

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57 In-Room Safes Traditionally, hotels used to offer safe boxes in the front desk. However, in today s hotels, most rooms are equipped with modern, small, individual size safes. Mechanical key safes Electronic in-room safes Key card safes Code-based electronic in-room safes Biometric safes

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59 Guestroom Phone Systems Hotel Billing Information System (HOBIC) Call Accounting System (CAS) Features Call Automatic identification of outward dialing Automatic route selection Least cost routing PBX

60 Private Branch Exchange (PBX) CAS works with PBX PBX phone systems are created to form a private network of users to share selected external telephone lines. It is more cost efficient to share a few external lines than to allow every user their own external lines. Within a PBX phone system it is easier to reach someone because it is only a three or four digit extension.

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63 High Speed Internet Access Dial-up access- First generation High Speed Internet Access- Wired High Speed Internet Access-Wireless Hybrid

64 Future of Hotel Telephone Systems Voice over Internet Protocol (VoIP) Bundle Offerings Phone + Internet Access

65 In-Room Voice Mail Systems Most of the hotels that have telephone in the guestroom offer voice mail service. A hotel using voice mail assigns a voice mailbox to each guest upon check-in. The guests have the option to set-up the voice mail or leave it as default message. Guests can record their greeting recording or set a unique PIN code to access the voice messages.

66 Wake Up Systems Manual wake-up system Semi-automated wake-up system Full-automated wake-up system Interactive TV Wake up system Alarm clock in the room

67 In-Room Entertainment Systems Personalized welcome message upon check-in Video on demand (pay per view) High speed Internet access Wake-up call Order room service Live feedback Different languages Internet Protocol based Radio View Bill/Self- Check out System Parental Controls

68 Other In-Room Systems