Iahi Emea It Toolbox v1 May 2011

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IT Toolkit

Version 1

May 2011


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Table of Contents

Introduction: ..................................................................................................................................................... 3Glossary of Terms ........................................................................................................................................ 5Hotel Network Schematic:.......................................................................................................................... 8Section 1 .......................................................................................................................................................... 8

Physical Cabling and Building Infrastructure.......................................................................................... 8

Section 2 .......................................................................................................................................................... 9Local Network (LAN) set-up, Network Security and Naming Conventions........................................ 9

IHG Naming Convention............................................................................................................................ 9

Core Hotel Applications and inter connectivity: ................................................................................ 10Section 3 ........................................................................................................................................................ 10

Your Hotel Network and how if connects to IHG Systems ................................................................. 10

Section 4 ........................................................................................................................................................ 11Property Management Systems (PMS) Point of Sales Systems and IHG specific applications .. 11

Point of Sale .............................................................................................................................................. 11

System requirements ............................................................................................................................... 11

User access requirements....................................................................................................................... 11

Interfaces ................................................................................................................................................... 12

IHG Specific Applications. ....................................................................................................................... 12

Section 5 ........................................................................................................................................................ 13Guest facing technologies and applications HSIA, TV, Telephone .................................................. 13

Recommended Telephony Vendors ...................................................................................................... 14

High Speed Internet Access (HSIA)....................................................................................................... 14

Door locking Systems .............................................................................................................................. 16

Section 6 ........................................................................................................................................................ 17Hotel internal applications ....................................................................................................................... 17

E-Mail and Internet ............................................................................................................................... 17

Microsoft Licensing and Applications..................................................................................................... 18

Antivirus Software ..................................................................................................................................... 18


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Backup........................................................................................................................................................ 18

Section 7 ........................................................................................................................................................ 19Best Practice Credit Card Data Security - advise for Hotels.............................................................. 19

Section 8 ........................................................................................................................................................ 20IT Budgets and Preferred suppliers ....................................................................................................... 20

Section 9 ........................................................................................................................................................ 20Legal requirements - Data Protection, Data Retention ....................................................................... 20

Section 10 ...................................................................................................................................................... 21IHG IT Contact Details ............................................................................................................................. 21


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Introduction:

The IAHI EMEA IT Sub-Committee convenes four times a year and its mission is to increase

owner/operator involvement in - and awareness of - IHG's Technology roadmap/strategy by

providing franchisee direction. One of the objectives of the Committee for 2010 was the

development of an IT Toolkit. The purpose of this Toolkit is to try to explain in plain English - and

recommend how - an IT infrastructure should work within a hotel and to help hoteliers understand

IT jargon, therefore helping them to understand their network and requirements better.

We have broken information down into different sections and shown where information can be

referenced.

This document will hopefully act as a reference to terms and also direct you to where information

will be found on Global Technology EMEA Team space that is currently in development, which will

contain links to the relevant IHG documentation and departments. More detailed information can

be found in the IHG IT Brief for each brand.

A list of help numbers and email addresses can also be found in the final Section.

This IAHI IT Toolbox document is managed by Timo E. Kettern IT Director at Westbridge Europe

and member of the IAHI EMEA IT Sub-Committee. This document is reviewed and updated twice a

year in conjunction with the scheduled IAHI EMEA IT Sub-Committee Meetings.

Please send your feedback or suggested changes to [email protected]

This is the first issued version of the IAHI IT Toolbox document. Future changes to this document

will be summaries in this section.


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Glossary of Terms:

Section 1

Physical Cabling and building infrastructure

Section 2

Local Network (LAN) set-up, Network Security and Naming Conventions

Section 3

Your Hotel Network and how if connects to IHG Systems.

Section 4

Property Management Systems (PMS) Point of Sales Systems and IHG specific applications

Section 5

Guest facing technologies and applications, including:-High Speed Internet Access (HSIA), TV, Telephone, Door locking, Minibar, Meeting RoomSignage,Kiosks, Hotel Websites

Section 6

Hotel Internal Applications:-Email,Microsoft Licensing,Payroll,

Accounting,Credit Card,CCTV,Backups

Section 7

Best Practice ICT Maintenance (as per PCI-DSS regulations)

Section 8

IT Budgets and preferred suppliers

Section 9

Legal requirements:-

Data Protection Act,Data Retention,IHG Technology Contract

Section 10

IHG IT contact details


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Glossary of Terms

Below are some terms you may come across in this document and a brief understanding of what

they mean:-

Active Directory

This is an advanced hierarchical directory service that comes with Windows servers.In Active Directory, you can set up Network Users, look at all PCs and Servers that

have been added to a Network.

CAL - Client Access License

is a proprietary software license distributed by software companies such as

Microsoft to allow clients (PC or Laptop Computer) to connect to its server software

and use the software's services.

Coaxial Cable

This is the cable that you will recognise from your domestic TV and usually delivers

the TV signal from your aerial to your TVs. Coaxial is a very robust cable and

capable of delivering more than just TV signals, although most new hotel systems

will use a single Cat. 5 cable to deliver all video and data signals to the room. You

may be encouraged to install both by your M&E consultant, so check with your

system suppliers before committing to additional expense.

DHCP - Dynamic Host Configuration Protocol

is a function in software that automatically assigns temporary IP addresses to

computers logging into a Network. This enables the PCs or devices tocommunicate with each other on a Network.

DNS - Domain Name System

is a system for converting host names and Domain Names into IP addresses on the

Internet or on Local Area Networks that use the TCP/IP protocol, so that they can

communicate. Each Website relates to a Host IP Address and DNS resolves from

the name to the IP Address.

Domain Controller

is a server on your Local Network that holds a directory database that manages

user access to a Network, which includes logging on, authentication, and access to

the network resources.

DSL Router / Modem

this is the device that forwards packets of data from one network to another, i.e.

from your local network to a remote computer or the Internet.


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Firewall

This is the primary method for keeping a computer network secure from external

intruders. A firewall allows - or blocks - traffic into and out of a private computer

network. Firewall technology changes regularly and it is important to keep the

software on your firewall up to date. Incompatible firewalls can be a common cause

of network or internet access problems and is an important part of your network, do

not opt for the cheapest option.

IP or Internet Protocol

IP is the communications protocol (address) for accessing devices on the Internet,

Wide Area Networks (WANs) and Local Area Networks (LANs). The Internet

Protocol (IP) is part of the TCP/IP protocol suite, and the terms "IP network" and

"TCP/IP network" are synonymous. All devices that connect to your PMS will have

an IP address that can be accessed internally or externally.

ISP - Internet Service Provider

Your Internet Access can be provided by your telephone provider or third partysupplier. This can be in the form of an ADSL, DSL or lease line. Quality and

capacity is cost dependent.

KVM Switch - Keyboard, Video, Mouse

is a hardware device that allows a user to control multiple computers from a single

keyboard, video monitor (screen) and mouse and is usually hosted within your

comms room.

LAN - Local Area Network

This is the collection of Personal Computers (PCs) or Servers in your hotel or officethat are connected together locally. This is normally done using Cable Infrastructure

with (usually) Category 5E (Cat 5) Patch Leads (cables) to connect to Network

Switches and Patch Panels.

Network Switch

A network Switch is a device that joins a number of different computers together by

being the point where the Network Cables or Patch Leads come together and

Network.

PMS - Property Management System.

this is the Software Program that controls and records your hotel inventory,

bookings, accounts etc. Systems approved within IHG hotels are Opera and

Brilliant.

PoS - Point of Sale Systems.

These are the devises used typically in hotel bars and restaurants to manage and

record sales of Inventory. The software that manages these items connects to the

Network using an IP address. Software is supplied by companies such as Micros,

Brilliant POS, Regular Cash Registers and IPoS.


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SPAM

SPAM is email that is unsolicited and hasnt been requested, usually sent to

advertise products and services. Spam may also be an acronym for "sales

promotional advertising mail" or "simultaneously posted advertising message.

Good third party filters will help to eliminate SPAM and save you many man hours in

reading unsolicited mail.

Server

Is a computer on a Network that centrally stores computer programs that are usedby more than one computer, such as your PMS. The Server also stores, accepts,requests and delivers data to computers and devices on a Network. There can bemany different types of Servers but in a simple hotel environment there will be onemain server that will process DHCP requests, resolve DNS, act as a Domaincontroller that will contain the active directory of users and computers on a Network.Additional Servers may host other services, including your telephone system.Different Servers may be hosted within the same box (Virtual Servers). Serversusually contain more than one hard disk, which constantly copy each other(Mirrored), thereby providing security of the data stored on their hard disks. Back Updevices, such as Tape Drives are connected to your Server to enable you toregularly Back Up and store your data away from the Server and Hotel. You shoulddeploy a rigid and auditable Back-Up Procedure, which includes regular off-sitestorage of tapes. Alternatively, you could explore the option of On-Line Back-Upservices, which constantly Mirror your Data externally.

UPS - Uninterrupted Power Supply

Is another name for a large back up battery which protects your networks and

servers from power spikes and short-term power failures. It is not intended as a

long-term power source. Your UPS will need regular maintenance and testing to

ensure that the battery life does not fail when you most need it.

VoIP - Voice over Internet Protocol

Is a digital telephone service that uses the Internet and private computer networks

to make and receive telephone calls without the need for a telephone line or internal

telephone exchange (PBX). Support for the Public Switched Telephone Network

(PSTN) is also provided so that VoIP calls can originate and terminate from regular

telephones. This a very cost efficient way of making and receiving phone calls and

is the future of fixed line telephony, popular carriers such as SKYPE use VoIP.

WAN - Wide Area Network

WAN is the internet or a computer network outside your own Local Network.

Remember, you can always use Google.com or Wikipedia.org to find out the meaning of unknown

TLAs (Three Letter Acronyms) or other IT terms!


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Hotel Network Schematic:

Section 1

Physical Cabling and Building Infrastructure

In a hotel your Comms Room or IT room should be the heart of the IT infrastructure unless you

are hosting your servers externally or above property. It is here that your internet connections

should be placed and all IT infrastructure and equipment should be located. The Comms room

itself is also where your entire internal cabling infrastructure should terminate. Category 5E or

Category 6 cabling should be the minimum standard deployed Cat 6 for the backbone (between

floors) and Cat 5 to the rooms. The future option is Fibre Optic cabling, which is very expensive,

but will eventually be required to carry the levels of data required to the rooms. In larger hotels

there may be more than one Comms room and these should be linked via a Fibre Optic link. By

having this infrastructure in place, your hotel should be future proofed as most new technologieswill be able to work off this backbone.

Typically equipment housed in the Comms Room would be your Telephone System, Comms

Cabinets that contain your Patch Panels (Behind which all your Cables terminate and should be

clearly marked), Network Switches, KVM Switches, Routers, Firewalls, Servers and Interface

Equipment.

A full technical breakdown on what is required for your hotel can be found in the IHG reference

document, New Hotel Openings Program. Items included in this will be the location, construction,

electrical supply, fire prevention and suppression and temperature control. Contact

[email protected] for full documentation.


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A sample Diagram of a simple Hotel network and IHG naming convention can be requested from

the IHG IT Department at [email protected].

Core Hotel Applications and inter connectivity:

Section 3

Your Hotel Network and how if connects to IHG Systems

There are two aspects to a Computer Network, The internal Network (LAN) and the ExternalNetwork (WAN) if you consider that your Network starts at the wall with an Internet Connection -this is your link to the outside world. Your internet connectivity is generally delivered with atelephone line or a wireless broadband link. This link is then connected to a DSL Router. ThisRouter can then connect a computer or device to the Internet.

In a secure Network, at this point, a Firewall should be used to prevent Intrusion to your Network orto allow secure connection to your Network. In this scenario this Firewall can also become yourGateway for Internet Access. In order for all devices on a network to communicate, a processcalled DHCP is used. This gives is an IP Address on the same range or scope on a network.DHCP can be delivered via a router, a Firewall or - for best practice - by a dedicated Server.

This computer network joined together by a series of Cables and Switches that link all the deviceson the network together, would be Routers, Firewall, Servers, Desktop Computers, Laptop

Computers, Printers, Scanners and Backup devices. Other items can also be CCTV.

When Choosing Hardware, it is important to user reputable suppliers that will be able to givesupport and service going forward and also easy parts availability. For that reason, HP and Dell


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Appliances are recommended as both come with very good support programs. Most of thesecompanies offer Next Day On-Site support service. This is important, as your IT support companymay not cover hardware failures. 4 hour on-site support service should also be acquired forServers, which helps in cases of hardware failure.

In an IHG hotel Environment the setup is a little different than a normal Network. Because of theHotel connection to Holidex there are some considerations to be made. Each IHG hotel has a

Router that is specific to connect to IHG systems. In order to do this, entries need to be made toinstruct your Firewall to divert Holidex traffic to a specific Router (the IHG provided Holidexrouter).These entries or Network Routings need to be created on a Firewall or as a separate DNSentry on a Server.

If you try and connect to Holidex, the connection will look to find an IP address. Because Holidex isa private secure Network, normal WAN DNS servers will not be able to resolve the addresses. Assuch, before the Traffic hits the WAN, it needs to be told to divert to the Holidex Router and thenthis will allow the connection to be made. Once these entries are there, all Holidex, and IHG boundtraffic will take the right route.

Section 4

Property Management Systems (PMS) Point of Sales Systems and IHG specific applications

IHG and IAHI recommend the use of 2 PMS Systems, Opera PMS from Micros Fidelio and BrilliantPMS from Brilliant Hotel Software. These systems are the only Property Management Systemsthat are certified to use the Holidex 2 way interface in the EMEA region. The 2-way Holidexinterface will become a mandatory requirement from January 2012 for existing hotels. New hotelsrequire the 2-way interface from the outset. The 2 Way Interface allows reservations to flowseamlessly from Holidex Plus to the PMS, and changes made in the PMS to flow directly toHolidex Plus. The interface automatically updates the PMS system with a reservation, thereforeproviding real-time hotel inventory. It also reduces typing errors in re-keying the information and

reduces the workload of the reservationists and enables integration with IHGs own RevenueManagement System PERFORM. IHG Guest Satisfaction tracking tool HeartBeat and the IHGCRM tool MAGIC also requires the 2-way interface.

Point of Sale

IHG hotels will operate a Point of Sales system (POS) that conforms to IHG requirements. ThePOS system ideally interfaces with the chosen PMS and complies with accepted operationalstandards such as PCI-DSS.

System requirements

Ensure that the systems are flexible and easy to use, and provide multilevel menus and pricing.Must comply with Payment Card Industry Data Security Standards (PCI - DSS). Point of Sale stations will comprise service stations for taking orders and each restaurant outletand bar will have one cashier station. At least one printer will be required in each kitchen to enable the printing out of orders inpreparation areas.

User access requirements

The system will only allow user access with a valid unique user ID and password. Passwords must be changed on a regular basis as per current IHG Global Technology

guidelines. User access must be designed so to only allow access to parts of the system necessary for theuser's role.


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Interfaces

To the PMS for:-

Posting to guest folio Check in/out to open and close account Card Authorisation System (where available)

Process transaction requests Receive transaction authorisation Reconciliation

IHG Specific Applications.

Perform.

PERFORM is the platform, or suite of products that houses the revenue system HIRO. The mainmodules within PERFORM are:

HIRO which is designed to help with the tactical decision making process of Revenue Managementat the Hotels. The primary goal of HIRO is to maximise Room Revenue through rate and length ofstay. HIRO accomplishes this by making tactical decisions of which reservations to accept andwhich to deny based on its forecast. HIRO is customised to each individual Hotel, and is based ona system forecast from historical and current data from the CRS (Holidex).

Price Scan is a graphical representation of the Pricing Strategies that are in place within thehotels. It helps each hotel maintain a rational pricing structure, though it does not set the Hotelsprices.

Group Evaluator is an optional add-on product, which uses displacement analysis to evaluate"break even" rates that Meetings/Ad hoc Groups should be quoted. Hotels with sizeable business

in the above segments can sign up for the 2 day workshops currently priced at Euro 399/pax.

Hotels that should use PERFORM are hotels with a 2 way interface to Holidex Plus, preferably withat least a 12 month history, a business mix of at least 60% individual as opposed to Group/Crewmix, and hotels with an average year round occupancy of 70% and above.

Merlin

Merlin is IHGs Intranet System which is the internal website for all IHG colleagues. It containsgeneral information, online training modules and document libraries as well as brand standardinformation and links to other IHG specific applications. To obtain access to Merlin, please visitwww.ihgmerlin.com, contact your Hotel Performance Director or contact [email protected].

Magic

Magic is IHGs next-generation loyalty database that is specifically designed to market to target

customers. It also required the 2-way interface to Holidex to function. To get full benefit from

Magic, hotels should record guest email addresses in the PMS. Magic allows the hotels to create

and monitor online direct marketing initiatives (e,g. mail shots). Magic also is the source of IHGs

loyalty program Priority Club Rewards.


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Section 5

Guest facing technologies and applications HSIA, TV, Telephone

Although the bedroom guest phone is mostly used for internal communication (eg ordering room-service) it is still an important health and safety requirement for the guest while staying in the hotel.

All bedrooms require at least one telephone connected to the hotels main PABX, which can behosted locally, or externally and deployed through your internet line using Voice over InternetProtocol (VoIP).

Various technologies are available and can be deployed.

The feature functionality of the hotel telephone system is important to the property's high standardsof guest service and administrative productivity. The telephone system provides a link to theoutside world for guests and staff and therefore should comply with the following minimumstandards:-. The hotel telephone system will be an IP system, Digital system or hybrid IP/digital system, be

approved for use under local law and comply with all relevant local regulations. In Holiday InnExpress, analogue handsets are advised as a cost effective and efficient option.

The system will be able to provide direct connections to analogue, digital (and SIP [SessionInitiation Protocol]trunk if IP or Hybrid) facilities as well as alternate routing facilities.

The system will be able to accept answer supervision signals from the providing carrier (ifavailable from the public network operator) and use this information to produce and passaccurately timed completed calls to the Call Accounting System.

Redundancy for any part of the system whose failure could cause total outage of a systemfunction or cause loss of billing will be included, so that automatic switching will occur to an

appropriate backup system in the event of failure of the primary system, all without loss ofservice or billing.

The system will be supported by an Uninterrupted Power Supply (UPS) and connected to theemergency power supply of the hotel.

The PBX, Voicemail and Call Accounting systems should be interfaced to the PMS system. Thiswill usually be managed by your PMS provider, ensure that your telephone system iscompatible with the PMS before ordering.

Calling Party Name Display (CND) can be available on all phones in guest facing front of houseand back of house areas so that the name, room number and related information (such asstatus code, language designation) of the calling parties can be displayed.

The CND information will be automatically updated over the interface from the hotels PropertyManagement System (PMS).

Your PBX should be able to accommodate Least Cost Routing (LCR), enabling you to directyour call traffic through the cheapest channel depending on destination of the call.

Please reference the available IHG documentations for further details.

IHG and IAHI are in the process of evaluating and specifying a new standard for Hotel Telephone

Systems.


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Recommended Telephony Vendors

IHG have strategic suppliers for PBX, Call Accounting Systems and Voicemail. Also other vendorscan be considered when adhering to the standards. Details can be sourced from your IHG contactor by contacting [email protected]

High Speed Internet Access (HSIA)

HSIA is a Brand Standard in IHG hotels. With the deployment of internet services into the homeand corporate environments, the guest is requiring the same technology, ease of use and speed,to stay connected to their world when they visit a hotel.

Guests behaviour has changed dramatically over the past years and they now want to use thehotels network for many things including downloads of music or video, voice calls usingtechnologies such as Skype and access to corporate networks using Virtual Private Networks(VPNs).

The next generation HSIA networks needs to support all of these things and at the same time

ensure that capacity can be managed and costs of providing the service can be controlled.

Vendors that provide HSIA services for hotels need to have head end equipment (technology thatsits in the communications room that links to the PMS and controls access and billing) thatsupports tiered usage, so that hotels have the ability to charge for the capacity consumed. Youmay wish to offer free internet access for low internet usage, such as email and web browsing,giving you the ability to charge for high usage such as streaming video. A number of vendors havethis technology available. The chosen HSIA solution should comply with the IHG requirements andstandards.

New Brand Standard (Existing hotels):

All hotels HSIA solution must support flexible tiered services and billing. Specifically, a propertysHSIA solution must be capable of providing multiple purchase options to guests and visitors,including at least one of the following:-

Bandwidth Capped Services (tiers are differentiated by speed and volume of dataprovided).

Protocol Limited Services (tiers are differentiated by services allowed, such as browsing, e-mail, VPN, streaming etc.)

Time Limited Services (tiers are differentiated by usage time).

Guideline: To provide future flexibility, it is recommended that the HSIA solution supports a

combination of Bandwidth Capped and Time Limited services.


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New Brand Standard (New hotels and contract renewals):

All new installations and contract renewals must support, as a minimum, both BandwidthCapped and Time Limited services.

Compliance Date: 30th June 2011

Provide access via a wired Ethernet and/or wireless (WiFi) connection

Provide a tiered service

Provide the ability to bundle premium HSIA access with In-Room Entertainment premiumservices. (Typically fed from the In-Room Entertainment System).

When a guest purchases premium HSIA access, this must provide them with access viaboth wired and wireless connections (not simultaneously) and allow the guest to switchbetween the two access methods without further payment. In addition it is an IHG brandstandard that the hotel provides wireless connectivity for guests via the HSIA network.

The propertys WIFI network must comply with the following requirements:

The wireless network must support a minimum of both IEEE 802.11b and 802.11g wirelessprotocols. 802.11n is the current protocol, capable of delivering data at up to 600Mb/s. Allsystems are backwardly compatible.

The wireless network must provide full building coverage. All guest public areas, including thehub kitchen, lobby, laundry, etc., guest rooms and back office areas must receive sufficientsignal strength to support voice data without distortion. A greater intensity of Wireless AccessPoints will be required in a hotel constructed of pre-cast concrete panels.

The wireless network must extend outside of the building to cover outside guest public areas

(e.g. the terrace).

The chosen vendor should support the use of the WIFI network for guest HSIA, back office dataand VOIP, configured appropriately using three distinct Service Set Identifiers (Skids). Thewireless network must be fully meshed so that staff (and guests if appropriate) can roam aroundthe property and remain connected.

All wireless access points must be able to support multiple simultaneous networks (multipleSkids) with both unencrypted connections for guests and encrypted connections for back officeand telephony networks.

All wireless access points must be enterprise class equipment and should be wall or ceilingmounted and hidden (usually above suspended ceilings) wherever possible.

The back office wireless voice network must, as a minimum, hide its Service Set Identifier(SSID) and use an appropriate level of encryption supported by the handsets.

It is advisable to use a separate HSIA connection for office use.

All wireless access points must be password protected and only accessible through a SecureSockets Layer (SSL) connection.

The propertys HSIA connection must meet the following requirements:-

The minimum downstream bandwidth required for HSIA is either 4096Kbps or the figuredetermined by the formula below - whichever is greater.


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Section 6

Hotel internal applications

E-Mail and Internet

To understand how E-mail works, lets start at the Beginning. This starts with the registration of a

Website, otherwise known as a URL (Uniform Resource Locator) or Domain Name. For example, ifyou are opening a Holiday Inn, you will want to register the website domain namewww.hiexample.com before doing this, please check with IHG, as there are strict rules governingthe domain names which can be used to market an IHG branded hotel. The registration should bedone by your system support company through domain hosts like www.godaddy.com orwww.1and1.com. When you do this, you can then configure the records to point to certain sites, forexample the host www might point to the IHG Official Website, the FTP (File Transfer Protocol)might point to your server.

When buying URLs purchase all examples which are relevant to your business, i.e. .co.uk .eu .infoetc. you can always point these addresses to your main web site.

There are difference ways that email can be hosted, a third party can host for you, you may decideto host yourself with an Exchange or Small Business Server, or you may decide to host in thecloud with Microsoft or Google on-line Services.

Whichever method you chose, emails need to be pointed toward the relevant server. This is doneby the configuration of MX records on the Website DNS site.

There are various ways that email can be collected:-

POP3 or IMAP ( In Affect Downloading from an external Server).

Exchange Server, which is normally hosted in house and allows mailboxes to synchronisewith the Exchange Server and the Mailboxes are brought down from their server (This canbe done on Multiple Computers or Devices) The server acts as the principle source of data.

Microsoft BPOS this is the latest offering from Microsoft, which means your email ishosted by Microsoft, however you have most of the functionally of Microsoft Exchange.Microsoft advertises this product as having a 99.9% uptime.

It really doesnt matter which type of email service you use, but the most important element is foryour email to be scanned for spam/indecent images and viruses before it arrives in usersmailboxes. Strict mailbox policies should be implemented otherwise it could get completely out of

control. There are no cheap options for peace of mind scanning services, look atwww.messagelabs.com.

A proper email archiving policy should also be implemented and users/staff should be educated onproper and fair usage policy.

Maximum send/receive message size limits should also be imposed. These things will help youstreamline your IT operations.

When choosing email addresses for your team, try and keep them generic, [email protected] this makes it easier for people to move within your organisation without theneed to confuse your guests and other contacts.


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Microsoft Licensing and Applications

Microsoft Licensing is a key component in your Network and is a legal requirement that has seriousfinancial penalties if licensing is conformed to.

There are different types of licenses you need to consider.

Server CALs (Client Access Licence). i.e. if your network has 20 Devices, you require20 Server CALs

Exchange Cals, if your network has 20 Exchange users, you require 20 ExchangeCALs.

Office Applications Generally OEM (Original Equipment Manufacturer) bought withthe original computers.

The most popular type of licensing is OEM (Original Equipment Manufacturer) and is the easiest tomanage, as each license belongs to each machine, however when the machine dies the licensedies with it. These are available for the computers Operating Systems and Microsoft Office.

Another option is Volume Licensing, which serves the needs of organisations that acquire five or

more licenses but do not need multiple copies of the media and the documentation and do notwant to keep track of numerous individual license agreements. Volume Licensing offers thepotential for substantial savings, ease of deployment, flexible acquisition, varied payment optionsand other benefits such as on-going maintenance. However there is an on-going cost for this eachyear. One of the benefits is that you are entitled to software upgrades, i.e. Office 2007 2010when available.

Microsofts new Cloud environment Office365, offers extremely flexible licencing options tailored tothe user and payable monthly, i.e. if a member of housekeeping only needs to use email, then thatis what you pay for, whilst the GM may need access to all Office products. This service is in itsinfancy, but will develop over the coming years. It makes life very easy for the SME market, withoutthe need to invest in expensive infrastructure and constantly updating software.

Antivirus Software

It is critical that antivirus software should is installed on every server, desktop or laptop within aNetwork. Typically the cost of the Software is 25 per workstation per annum. Also a Spam Filtershould be used to filter potential threats from emails coming into your organisation. There are anumber of different Anti-Virus Solutions available like McAfee, Symantec, and Norton to name buta few.

When choosing an Antivirus Package, one consideration is that it can be centrally deployed andmonitored. Also updates to latest versions should be automatic on a daily basis.

Backup

All critical hotel systems must be backed up on a daily basis. Backup and restoration systems andprocedures may be included in some of the solutions deployed by the vendors. As for thosesystems where the hotel will be responsible for providing backup, such as the PMS, sales &catering, POS, materials control, etc. it is recommended that a sophisticated backup device andsoftware is used for this purpose that allows the backup of several servers as well as therestoration of those.

IHG recommends Backup Exec from Veritas. Other alternatives are a Constant Data Protection

Device from Sonicwall. With the development of faster internet access, on-line off-site back-upsolutions are becoming more feasible. This offers real time mirroring of your data.


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A restore test of the backups should be done once a month to verify that lost data can besuccessfully recovered.

We strongly recommend that all hotels have a Disaster Recovery Plan that deals with how thehotel would be brought up to operational level again after a major IT crash at the hotel.

These plans should consider how to work the hotel manually (ie without any IT systems) while the

recovery is going on.

Section 7

Best Practice Credit Card Data Security - advise for Hotels

Build and Maintain a Secure Network

Requirement 1: Install and maintain a firewall configuration to protect cardholder dataRequirement 2: Do not use vendor-supplied defaults for system passwords and other securityParameters

Protect Cardholder Data

Requirement 3: Protect stored cardholder dataRequirement 4: Encrypt transmission of cardholder data across open, public networks

Maintain a Vulnerability Management Program

Requirement 5: Use and regularly update anti-virus softwareRequirement 6: Develop and maintain secure systems and applications

Implement Strong Access Control Measures

Requirement 7: Restrict access to cardholder data by business need-to-knowRequirement 8: Assign a unique ID to each person with computer accessRequirement 9: Restrict physical access to cardholder data

Regularly Monitor and Test Networks

Requirement 10: Track and monitor all access to network resources and cardholder dataRequirement 11: Regularly test security systems and processes

Maintain an Information Security Policy

Requirement 12: Maintain a policy that addresses information security


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Section 8

IT Budgets and Preferred suppliers

Each hotel is different and requires individual consultancy within the IT Budget. IHG provideinformation guidance on IT Budgets as part of their New Hotel Opening.

Items to consider in your IT Budget are:-

PMS/POS maintenance.

Anti-Virus software for all PCs and servers. Firewall Security Suites.

Contingency for any replacement of hardware. Licensing costs for Microsoft and other software providers if you are not using OEM

licensing. Also include Server CALs, Exchange CALs and Microsoft Office applications. Holidex Connectivity Costs Internet Access connectivity costs.

Guest WIFI Support and costs associated. Remote Backup costs - if applicable

Telephone Maintenance Costs. CRM cost, Salesforce, Delphi Etc.

Accounts Software Maintenance

Payroll Software Maintenance Local Network Support company cost. Internal or outsourced IT Manager

Further information can be obtained from IHGs IT Department

Lists of preferred suppliers for PMS, POS, HSIA, In-room entertainment etc. can be obtained fromIHGs IT department.

Section 9

Legal requirements - Data Protection, Data Retention

All local laws dealing with data retention, data storage and data protection need to be adhered to.

Consult with the IHG Hotel Performance Support Director on the requirements of the area whereyour hotel is based.

Ensure that the chosen network set-up and the chosen applications and their configurationsconform, and are in line, with local legislation.

Be aware that the regulations around allowed monitoring and logging of guest and staff activitieswhile using the hotels IT Systems vary greatly from country to country.

Local laws need to be treated with higher priority and importance than any other standard.


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Section 10

IHG IT Contact Details

Contact details of specialists for all IHG systems (PMS Holidex, Merlin etc.)

Central IT Contact sheet

Hotel staff should have a Contact sheet with details of all system providers. The support sheetshould have normal and out of hours numbers of all suppliers and it should be available to thewhole team.

To initiate a new project or to book GT EMEA resourceE-mail [email protected]

To raise a support escalation

Call +44 (0) 870 6061300

For updates about your project

E-mail [email protected]

To ask for general technology adviceE-mail [email protected]

To request business analysis from our hospitality tech experts


For help getting a vendor quotation checked


To tell us about a new vendor youre using in your hotel


To get news about new technology coming


Follow twitter.com/tsg_gtemea on Twitter click on send request

For anything else, general queries and to find the right expert


Global Technology EMEAwho to contact?


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IAHI Technology News can be found at:

http://www.iahi.org/News/TechnologyNews.aspx

Iahi Emea It Toolbox v1 May 2011

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Transcript of Iahi Emea It Toolbox v1 May 2011