Latest tech used in hotels

8/10/2019 Latest tech used in hotels

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Submitted to: Submitted by:

Mr. J.P. Kant Bhavya Sharma2

ndSemester

FRONT

OFFICE

PROJECT

LATEST TECHNOLOGY AND

EQUIPMENTS USED IN A HOTEL


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cknowledgement

Itake this opportunity to express my profound gratitude and deep regards to

my guide Mr.Jai Prakash Kant for his exemplary guidance, monitoring and

constant encouragement throughout the course of this thesis. The blessing, help

and guidance given by him time to time shall carry me a long way in the

journey of life on which I am about to embark.

I also take this opportunity to express a deep sense of gratitude to Mr.Vishal

Kalia, for his cordial support, valuable information and guidance, which helped

me in completing this task through various stages.

I am obliged to staff members of Chandigarh Institute of Hotel Management,

for the valuable information provided by them in their respective fields. I am

grateful for their cooperation during the period of my assignment.

Lastly, my vote of thanks will be incomplete without extending my regards to

the almighty, my parents, brother, sisters and friends for their constant

encouragement without which this assignment would not be possible.


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Methodology

T

his project on Latest Equipments and Technology Used in a Hotel has been

made to enrich our knowledge about the following key points:

Technology in Front Office

Current Achievements

The iPad Revolution

Fascinating Equipments and Technology

A healthy & sincere effort has been made to put up this project.


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Preface

This project report made on the topic Latest Technology and Equipments Used

in a Hotelcovers all the prospective areas of the technology that is used in a

hotel for the ease of access and comfort of the guest. The technology revolution

which the world has experience in the last decade of 21st century has

transformed the Hotels and their functioning with manifolds and

multidimensional effects. This project report contains all the information

regarding the equipments and various technologies used in a hotel. This project

report also delivers the information about the various hotels that potently uses

these type of equipments for their ease of functioning.

With the technology revolution, the hotels are evolving and ushering into digital

economy in which services, products and money are transferred and transacted

electronically.

In the present era of e-commerce, no hotel can survive or thrive unless it

imbibes the e-ways.


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Contents

1. Introduction.

2.Keeping up to date with the latest trends in hospitality

technology.

3.Latest technology used in hotels.

4.Speedy check in speedy checkout.

5.Smart Cards.

6.

Park Hyatt iPad Revolution.


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INTRODUCTION

Hotel front desk agents are the first line of customer support in the hospitality

industry. They greet customers, assign rooms, schedule meeting halls, accept

payment, dole out room keys and ensure the guest has everything necessary for

a comfortable stay. Over the years, hotel record keeping has evolved from

paper-based systems to complex computerized technology -- and it is continuingforward to help hotels maximize profits while delivering a seamless guest

experience.

Check-In

Computerized front desk technology enables the agent to perform check-induties ranging from room availability and reservations, to inventory, pricing and

guest data capture. On checkout, the guest's billing is integrated with phoneaccounting, in-room entertainment costs and point of sale purchases. Front desk

technology provides the agents with real-time information to facilitate

efficiency and minimize wait time.

In-Room Technology

Today's traveller carries numerous electronic devices, and reliable, wirelessInternet connectivity ranks at the top of the list for customer needs. Some luxury

hotels provide iPads or smartphones to the customers for use during their stay.

Guests can use the hotels Web application to access room service options via

an e-dining Internet site, or use an interactive service that finds nearby

restaurants, transportation or shopping.

Benefits

Hotel front desk technology gives hotel owners the tools to most effectively

serve guests and increase revenue. Benefits include improved customer service,

efficient internal operations and control over financial data. There are hundreds

of systems tailored to fit the size of the establishment. Smaller hotels, motels or

bed and breakfasts may opt for basic check-in and checkout technology. Largerchains may use this technology for complete guest, room and rate management;

reports; integrated online reservation booking; and personnel and inventory

management.


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Keeping up to date on the latest trends in hospitality technology

Everything from in-room entertainment options to meeting room technology to

effective use of social media in marketingcan be a daunting task for hotelowners and operators.

1. Device and entertainment autonomyHotel guests travel with an increasing number of personal devices and their own

information and entertainment content. A Smart Brief poll showed that 45% ofhotel guests travel with two devices and 40% with three or more.

According to Roe, Marriott is responding to this trend through guestroom

design, ensuring guests have the electronics (adequate and easy-to-reach plugs,bandwidth capabilities) and ergonomic support (seating and surfaces) they need.

When we think about technology, we think about designing a room that

enables you to move and be mobile anywhere you want to be in that room.

Were thinking about those things so guests are comfortable with any devicesthey bring to the space, Roe said.

2. The new perksThe Muse makes it easier for guests who travel without devices by providingthem with Nook e-readers during their stays. The devices are preloaded with

books and magazines, but guests can request personalized uploads. Many hotelsinNew York, has a business bar that has iPads and iPad Minis guests can use.

3. Service automationSome guests prefer to interact with hotel staff through technology rather than

picking up the phone.

The The Hyatt Union Square, New Yorkoffers three check-in options for

guests: an iPad check-in with a staff member called Gallery Host, a self-servecheck-in kiosk and a traditional front desk. About 40% of guests at the hotelselect the iPad option.

According to Roe, Marriott recently launched a test in 31 hotels that will allow

for remote check-in. The hotels send messages to guests 24 hours ahead of

arrival asking for their planned check-in time, and the hotel answers back to letthem know when their rooms will be ready.

4. Digital signage replacing printed signsThe GoBoard in Courtyard by Marriott was one example of how digital


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technology is replacing traditional printed signage and information boards inhotels.

Another example from the participants was the MGM Grand Hotel & Casino in

Las Vegas. Behind the hotels front desk is a huge video wall, and one of theapplications is a live tool that allows guests in line, or anyone in the lobby, to

send Twitter messages about the hotel or other topics. Also, the hotels food-

and-beverage outlets use the board to promote specials or events.

5. Meeting spaces go high techRoe of Marriott said the company recently introduced its Red CoatDirectservice, which allows meeting planners to electronically communicatewith hotels where theyve scheduled events. It allows the meeting planner and

the Red Coat at the hotel to connect in real time. Three days before the event,

the planner gets a link to the customized Red Coat Direct application, which theplanner can use to make requests before they arrive on-site.

When the planners are in the hotel, they can request more coffee, more

flipcharts, a change in temperature in the room, or whatever they need. Were

facilitating the conversation in the way planners and customers really want to

talk to us.

The application was launched in April, is now in 25 to 30 hotels and should be

available in all properties in the U.S. by the end of the year. It will be availablein 19 languages for global properties during 2014.

6. The lobby as tech hubCourtyards GoBoards lobby information centre has become a way to eliminatethe frustration of guests standing in line to ask a simple question, such asdirections or a restaurant recommendation.

They originally put GoBoards in lobbies to give people information: news,

stocks, weather. Much functionality is added such as flight information, local

information about restaurants and concerts and quick-response code capabilitiesto enable the guest to get information on a Smartphone.

7. The role of social mediaMost hotel companies wrestle with the best ways to employ social media as a

marketing, communications and guest-service tool. Nelson said Kimptons

focus is on investing in listening technology to ensure the chain keeps in touchwith guest reviews, comments and reactions.

Marriott last week launched its marketing campaign, which will help thecompany define the future of technology.


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8. Technology as luxury

The white paper noted a variety of ways hoteliers increase their luxury offerings

through technologyeverything from high-definition TVs embedded inbathroom mirrors to curate set lists of music downloads as offered by Hard

Rock Hotels.

9. The office away from the officeMarriotts newWorkspace on Demandservice allows non-hotel guests, such

as small businesses and entrepreneurs, to book meeting space at Marriott

properties on half-day or full-day basis. Larger groups can book meeting spacethat includes audio-visual equipment and Wi-Fi.

Weve all sat outside a coffee shop with free Wi-Fi to be on a conference call,

Roe said. In hotels there is a lot of underutilized space during the day, and we

thought it would be a good way for our hotels to invite people in.


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LATEST TECHNOLOGY USED IN HOTELS

HOTEL 1000

Hotel 1000 has two separate 100MB super-fast lines of broadband goodness

flowing into the hotel. Each room has a sensor that detects bodyheat to let

the housekeeping staff knows they should not disturb you, or you can set an

electronic Do Not Disturb with the push of a button.

Still not impressed? You can play with the large Microsoft Surface table in

the lobby, which offers relaxing games of virtual chessand a virtual

concierge for exploring the neighbourhood. Or visit the Golf Club, a whole

deck like room with an infrared tracking system that provides real-time

ball flight, interactive practice situations and your choice of up to 50

different courses. Phone calls are all freeto anywhere in the world, and of

course Wi-Fi is free.


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HYATT REGENCY ATLANTA

Check in to this 1,260-room hotel in Atlanta and youll notice the tech amenities

right away. The staffs use a system called Hotel Service Optimization System

(HotSOS) to track guest needs and resolve issues. If you are planning an

event, you can meet with the staff to plan the look of your conference room.

Youll use the Swank Draw app to add photos of the room, equipment and

even chairs to visualize the event and approve it. This is in addition to in-

room high-speed wired and wireless Internet access, and remote check-in for

your room. Plus, you can check in to your flight and print your boarding

pass in the lobby using the Hyatt Fast Board kiosks.


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ANDAZ 5th

AVENUE

This elegant hotel in New York has 184 rooms and 42 suites, and, of course,

frees wired or wireless Internet access. When you arrive, you dont have to

check in at the desk. You can grab a coffee or catch up on your email while

charging your devices at the plug-in stations in the lounge. The staff will note

your arrival and ask if you are a guest. They can process your check-in using

an iPad, including the credit card transaction and room preferences. Once

inside your room, youll find a Geneva Sound System with iPod dock, a 54-inch LCD HDTV and a speakerphone


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RADISSON BLU MALL OF AMERICA

This brand-new 517-room hotel in Bloomington, Minn., near Minneapolis, is

outfitted with many high-tech perks.There are iPads everywhere in the

Radisson Blu: in the exercise room, business center and event rooms. Whenyou have a meeting, you control the temperature, lights and video

conferencing equipment with an iPad.New RFID-based access cards provide

better security in elevators and allow you access to your room. Of course, you

will get free wireless Internet access throughout the hotel as well


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BELLAGIO LAS VEGAS

This landmark hotel and casino in Las Vegas is known as a prime destination

for entertainment, thanks to the drama of the dancing fountains out front. But

its also a tech marvel. Many hotels have a couple of Wi-Fi routers per floor.

The Bellagio has 330, spread over every hallway, meeting space and room. The

hotel uses Cisco Clean Air technology, which adapts the wireless signal to

combat RF interference. Thatll come in handy for connecting your iDevice

that sits docked in the rooms iHome speaker, and the laptop that youll stow

in the large in-room safe. The 40-inch Samsung HDTVsin every room are

equipped to stream content from your handheld device so you can watch your

own movies or practice your PowerPoint before the big presentation.


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COURTYARD BATON ROUGE

Large HD screens in hotel lobbies are nothing new. At this Courtyard in Baton

Rouge, theres a GoBoard that shows flight info, news and upcoming

events. The coolest feature: If you have a Windows Phone, you can scan a

Microsoft Tag, which works like a QR code, and send directions for

something you see on the board directly to your phone.Guests also enjoy

free Wi-Fi throughout the location, and each room features a 32-inch HDTV. Or

you can check out the meeting rooms outfitted with video conferencing

equipment.


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GARDEN COURT HOTEL

Some hotels provide fast Wi-Fi in the room, but during busy times, youre allsharing a high-speed line and your connection might be throttled down to 1

MBps. At this Silicon Valley hotel, each guest can tap into a 50 MBps

connection over Wi-Fi. In rooms, youll find 52-inch HDTVs with 30 HD

TV channels, iPod and iPhone docking stations and two phone lines. And if

thats not enough techs for you, this 62-room hotel provides round-trip service

from Palo Alto up to San Francisco using Uber app car service vehicles


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OPUS VANCOUVER

When you arrive at the recently revamped OPUS in Vancouver, you receive a

free drink and an iPad 2 to use during your stay . But, theres an even moreunusual tech accessory available. In your room, youll also find a Samsung

Galaxy S III, which you can use for unlimited calls and Internet access

during your visit.When a guest leaves, both are wiped and reset to factory

settings. Of course, Internet access is free on both devices, and your own

devices that come with you. Each room also features iPad docking stations,

iHome DVD/CD players with surround sound, heated tiled floors and up to

46-inch Sharp Aquos TVs.


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Speedy Check-in, Check-out

At the Inn at St. Botolph in Boston, travellers who make

reservations and enter

their credit card information online receive their room assignment and two key

codes in a confirmation e-mail. When they arrive at the inn, guests tap one code

into a keypad at the front door to enter the property and the other to enter their

room. There is a front desk in the lobby if guests have questions, but there is no

need to stop there as part of the check-in procedure.

The hospitality industry is moving toward more automated check-in systems.

In the age of social networking, its more important than ever to get the guests

experience right, because an upset customer posting to Twitter, Facebook can

easily share bad impressions with a wide group of people.

Automated check-in was also a plus for hoteliers who wanted to assign

additional duties to the front desk staff. When a guest checks in late at night and

the same employee can make sure the check-in goes smoothly and also sell

them something to eat. The hotel has saved money on staffing, increased its

revenue and increased customer satisfaction.

In a typical system, guests check in by computer or phone before they arrive

and enter their expected arrival time, which helps the housekeeping staff with

the room cleaning schedule. A bar code is sent to the traveller to print out or

display on his or her phone. At the hotel, the guest scans the bar code at a kiosk

and types in the number of keys needed. The machine assigns a room and spits

out the plastic key cards, and the guest can head upstairs.

Additional kiosks can be placed at elevator banks so guests who have problems

with a key card during their stay can get a replacement without walking back to

the front desk.


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Smart cards

A smart card, typically a type of chip card, is a plastic card that contains an

embedded computer chipeither memory or microprocessor typethatstores and transacts data. This data is usually associated with either value,

information, or both and is stored and processed within the card's chip.

The card data is transacted via a reader that is part of a computing system.

Systems that are enhanced with smart cards are in use today throughout

several key applications, including healthcare, banking, entertainment, and

transportation. All applications can benefit from the added features andsecurity that smart cards provide.

.

Applications

First introduced in Europe nearly three decades ago,

smart cards debuted as a stored value tool for

payphones to reduce theft. As smart cards and other

chip-base cards they are also used as keys in hotels, as

they make the hotel locking system more computerisedand organised.

Why Smart Cards

Smart cards improve the convenience and security of any transaction.

They provide tamper-proof storage of user and account identity. Smart

card systems have proven to be more reliable than other machine-readable

cards, like magnetic stripe and barcode, with many studies showing card

read life and reader life improvements demonstrating much lower cost of

system maintenance. Smart cards also provide vital components of systemsecurity for the exchange of data throughout virtually any type of network.

They protect against a full range of security threats, from careless storage

of user passwords to sophisticated system hacks. The costs to manage

password resets for an organization or enterprise are very high, thus

making smart cards a cost-effective solution in these environments.Multifunction cards can also be used to manage network system access

and store value and other data. Worldwide, people are now using smart

cards for a wide variety of daily tasks.


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iPadis also a natural fit for the concierge staff, he notes: Theyre showing

guests how to get to restaurants or the theatre, and showing them the

capabilities of the hotel.If guests want to see what the spa looks like or book agolf tee time, they use iPad.

And for Hyatts sales team, iPad has been transformative. Rather than carryingbulky portfolios, they can show potential clients crisp digital images on iPad, oreven display videos of property highlights.

Secure and Simple

For the IT staff, supporting iPad has been a straightforward process requiring noformal user training. Using the same infrastructure and messaging platform

Hyatt has already established for iPhone, users simply enter their accountinformation and immediately begin using the device.

Another non-issue is security. Hyatt is confident that iPad meets security

requirements. Its fast, its secure, and its easy to use. iPad has integrated

Cisco IPsec, so we can securely authenticate users into the environment.

Latest tech used in hotels

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