CHTP REVIEW: Targeted Technology. Cihan Cobanoglu, Ph.D., CHTP University of South Florida Sarasota-Manatee June 2, 2011

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1 CHTP REVIEW: Targeted Technology Cihan Cobanoglu, Ph.D., CHTP University of South Florida Sarasota-Manatee June 2, 2011

2 What To Expect Multiple Choice and True/False 4 Sections 250 Choose most correct answer 75% Passing grade in each section

3 Review 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

4 Targeted Technology Section Three Facilities Clubs Resort/SPA Emerging Technologies

5 Sales, Marketing and Web Technologies

6 Event 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.

7 CRM - 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.

8 CRM - 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

9 Marketing Techniques One to One Broadcast (Mass) Permission

10 Web Based Marketing HFTP 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

11 b2b (business to business) E commerce 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

12 Web 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.

13 Electronic 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.

14 Electronic Locking Systems

15

16 Features HFTP Electronic Locking Systems 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

17 Electronic 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.

18 Audit Trail HFTP

19 Energy 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

20 Energy 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.

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22 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.

23 Club Systems MEMBERSHIP TRACKING GENERAL LEDGER ACCTG PAYROLL/ PERSONNEL POINT-of-SALE CONTROL FIXED ASSET ACCOUNTING INVENTORY CONTROL EVENT MANAGEMENT HOTEL OPERATIONS

24 Club 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.

25 SPA 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.

26 SPA 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.

27 Interfaces: SPA Systems Property Managements System(s) Point of Sale System Internet Reservations Retail Inventory Point of Sale Gift/Debit Card System

28 Golf Tee Time Systems HFTP 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

29 Golf Tee Time Systems HFTP 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.

30 Club Websites Typical divided into 3 sections Member Partition Staff Partition Guest Partition Desired synchronization features Member roster synchronization Member online account review

31 Club 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

32 RFID 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

33 RFID 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

34 RFID Tags HFTP

35 Privacy Concerns RFID 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

36 Uses 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

37 Universal 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

38 Cell 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

39 Evolving 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!!!

40 Evolving 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

41 Thank you! Questions & Comments Cihan Cobanoglu

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