CHAPTER 6 GUEST CENTRIC TECHNOLOGIES “ The good news is that the PMS market has seldom seen such a variety of different approaches to solving your property’s automation needs. The further good news is that the systems available have never been better for what is still the key system, the hub around which all other property systems revolve and in which you collect a huge amount of highly valuable guest data.” Jon Inge, Hotel Systems/Technology Consultant
Chapter Six Outline Technology in the Room: Historic View The Big Picture Advantages and Disadvantages of Technology in Hotels Locking Systems Energy Management and Climate Control Systems Fire Alarm and Security Systems In-Room Minibars Guestroom Phone Systems Internet Access in Hotels Voice Mail/Wake-up Systems In-Room Entertainment Systems Guestroom Control Panels Self Check-in and Check-out Systems
“ Home away from home !” This is how we would like to express what hotels means to our guests. For this to happen, we must provide technologies that guests use in their home. Figure 6.1 shows how hotels followed the in-home technologies to create the feeling of “home” for their guests. Only after 1970’s, we started to see some of the advancements in the guest room.
Hotel Information System © K e n d a l l H u n t P u b l i s h i n g C o m p a n y
Lodging-Centric Technologies FOH BOH PMS CORPORATE ACCOUNTING SYSTEM CORPORATE RESERVATION SYSTEM E-MAIL, MIS, DSS, EIS FORECASTING & SCHEDULING TIME & ATTENDANCE GLOBAL RESERVATION SYSTEM TRAVEL AGENTS CORPORATE GUEST HISTORY PURCHASING & INVENTORY FOOD & BEVERAGE INVENTORY SYSTEM RESTAURANT MANAGEMENT SYSTEM (POS) ELECTRONIC BAR DISPENSER MINI BAR CALL ACCOUNTING SYSTEM (CAS) LD YIELD MANAGEMENT PAY PER VIEW / CHECK OUT CREDIT CARD AUTHORIZATION & EFT PBX (SWITCH MAID DIAL-IN VOICEMAIL MESSAGE HANDLING WAKE-UP SYSTEM SALES & CATERING SYSTEM REMOTE SALES MARKETING MAINTENANCE ENERGY FIRE & LIFE SAFETY ELECTRONIC LOCK & SECURITY SYSTEM INROOM ENERGY CONTROL SYSTEMS OFF PREMISE SYSTEMS INHOUSE INTERFACE WITH DIRECTION OF DATA FLOW Internet/ Intranet This Figure shows the typical technologies in a 1000-room full service hotel (i.e. Marriott Hotel), there are more than 60 different systems. In a limited service hotel (i.e. courtyard), this number could be as many as 35 . Source: Cihan Cobanoglu
F oodservice-Centric Technologies Intranet Applications Management Applications Forecast Modeling Time and Attendance Monitoring Inventory Control Point of Sale System Automated Beverage Dispensing Banquet and Catering Applications Maintenance Energy Fire and Life Safety Menu Engineering Online Purchasing Recipe Management Sales Applications Server Paging Table Management Internet Applications General Ledger Accounting Financial Management Extranet Applications Event/Function Room Scheduling Transaction Processing Technology Labor Scheduling Inventory Control Electronic Marketing Home Delivery Nutritional Analysis Source: Cihan Cobanoglu
EXTRA!!! The Times EXTRA!!!
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- Spring '16