2015 hftp executive vendor advisory council meeting

Dear 2015 Executive Vendor Advisory Council: This document contains information to help you in participating at the 2015 Executive Vendor Advisory Council Meeting, taking place Tuesday, November 11, 2014 at the Courtyard & Residence Inn by Marriott Austin Downtown in Austin, Texas. The Meeting will take place in the Pecos Room. Internet access will be provided in the meeting for council members to access documents during discussions. However, please review all the documents in the packet prior to the meeting; the packet contains the following documents for your reference: - Meeting Agenda - Initiatives at HITEC 2014 - HITEC 2014 Program - HITEC 2014 Special Report Hotel Confirmation Numbers Executive Vendor Advisory Council Austin Hotel Confirmation Numbers (CLICK HERE) Planning Survey Please note, we are asking the ENTIRE council (including those unable to attend) to take the short Planning Survey that is located within the cover letter or via the link below PRIOR to the meeting. The results will be used to assist in identifying topics of discussion for the HITEC Advisory Council’s meeting. HITEC 2015 Planning Survey> Again this year, we are holding a casual reception with the HITEC Advisory Council on Tuesday, November 11 from 6:00 – 9:00 PM. Please make every effort to attend so you can get to know your fellow council members. There will plenty of food and drink. The dress code for the meeting is business casual (khakis and polo shirts, etc.). If I can be of further assistance, please contact me at (800) 646-4387, +1 (512) 220-4023, email [email protected] . Thank you for your support of HFTP as well as HITEC and I look forward to seeing all of you in Austin. Jennifer Lee Director of Marketing Vendor Advisory Council Staff Liaison

http://aux.hftp.org/content/Forms/Committes/2015/EVAC/EVAC15HotelConfirmation.pdf

https://www.surveymonkey.com/s/NK9M78Z

https://www.surveymonkey.com/s/NK9M78Z

EXECUTIVE VENDOR ADVISORY COUNCIL MEETING

AGENDA Courtyard & Residence Inn by Marriott Austin Downtown

Austin, Texas USA Tuesday, November 11, 2014

8:30 – 9:00 a.m. Council Breakfast - Pecos Room I. Call to Order, Welcome, Introductions and HFTP Update Frank Wolfe, CAE

HFTP CEO II. Discussion of New Council Responsibilities and Mission III. Global Expansion IV. Education Discussion

- HITEC Education - Webinar Topics

Noon – 1:00 p.m. Council Lunch V. Exhibits Discussion

- HITEC - HFTP Annual Convention & Tradeshow

VI. Q&A VII. 4:00 p.m. Closing Remarks and Adjourn

HITEC 2014 Initiatives

- HITEC Digital Den – We continually are building out this space in the main lobby with couches, chairs, ottomans to allow folks to relax and get connected. In the space we’ve had a Video Wall displaying our Twitter Feed. We had a recharge zone where people could charge their various devices. This was also the home of what used to be referred to as the Cybernet Center where individuals could check their email or print session handouts.

- HITEC Special Report - The issue was printed and was available inside every HITEC bag distributed to

attendees. Thank you to all of our authors and peer-reviewers. You can see an online copy that was this was included in the Planning Packet for our meeting.

- Express Reg – Based on recommendations made by the Making HITEC High-Tech Subcommittee, HFTP

implemented a new registration initiative that streamlined the registration process called ExpressReg. All HITEC attendees received a final confirmation code with a QR code within the confirmation. Attendees simply printed this confirmation out or brought it on your smart device – scanned this at one of the many ExpressReg stations. The station then immediately printed their badge and associated tickets. Attendees then simply had to grab a badge holder from the badge holder pick-up station and then they were on their way.

- HITEC Mobile Experience - We were excited for the fourth year in a row to launch our HITEC mobile component, however, this year we offered the HITEC Mobile Experience. This was not an app that requires a download or any visit to an app store. The HITEC Mobile Experience is compatible with all major smart phone devices. Feedback from the Making HITEC High-Tech Subcommittee was utilized to create some of its features and now the conference app is in consideration for best of the industry award.

- Women of Technology – This year included in the HITEC Special Report were profiles of women

working in the hospitality IT industry. Each individual had a full page profile in the publication. Also, a special reception was held for these individuals immediately prior to the HITEC Opening Party.

- Google Glass Demo – At HITEC attendees were offered the opportunity to experience Google Glass

first-hand in both the main lobby as well as at the HFTP Booth during exhibit hall hours. HFTP partnered with a University who was doing research on the effect of Google Glass on the hospitality industry. Each individual experiencing the product was asked to take a short survey following their experience. The research results will be available in January 2015 and will be shared with HFTP for industry-wide distribution.

- HITEC Virtual Tour – During HITEC 2014 a film crew filmed the set-up of the hall as well as walking

around the Expo Hall outside of Hall Hours. The result was an incredibly in-depth view of the expo hall and what HITEC has to offer. The virtual tour will be utilized in future marketing campaigns as even embedded in the tours were videos from HFTP staff discussion all of the offerings at HITEC including the expo and education.

- Self-Scanning for Session Credit – For the second year HITEC educational sessions offered the attendees the option of scanning their badge to verify their attendance at educational sessions for continuing education credit instead of completing a paper form. However, paper forms were still on hand for the traditionalists. New in 2014 - Based on a recommendation from the HITEC Advisory Council, each scanner was given a prominent display with listed instructions so attendees could easily identify the scanners and their purpose.

- HITEC Help & Housing Desk- Back by popular demand the HITEC Help Desk was located in the Digital Den. This desk has an HFTP staff member to assist with quick questions any attendees might have ranging from “Where’s registration?” or “What room is XYZ session in?” New in 2014 – a HITEC Housing representative was also stationed at this desk to assist attendees with general hotel items or issues. This was a popular feature at the desk and will return for HITEC 2015.

- HITEC Twitter Feeds – These were located throughout the Los Angeles Convention Center: 1 at Digital Den, 1 in the Education Hallway, and the other in the HFTP Booth. Our official hashtag was #HITEC.

- HITEC Keynote Meet & Greets – We moved around the Keynote Meet & Greets at HITEC 2014. Due to the amount of activities scheduled for Monday a Meet & Greet was not scheduled with the Opening Keynote but was scheduled for Tuesday and Thursday. The Meet & Greets went VERY well with lines to meet the speakers looping around the corner. The first 50 attendees in line received a copy of their book with the opportunity to get the speakers to sign a copy if they wanted.

- HITEC Guest Bloggers – In 2014 we invited 3 guest bloggers to HITEC 2014 to help promote the

conference as well as continue to build a following on HFTP’s Connect Blog. These bloggers received a complimentary registration in exchange for at least 1 blog post a day regarding their day at HITEC.

- HITEC Super Session/Boot Camp Layouts – These rooms received special marketing within the

education hallway with a large banner announcing their location. The rooms were also set with comfy seating in the front, up-lighting around the room, and a HITEC logo banner as a back-drop. The original intent of the Super Session/Boot Camp sessions were to be a mini-keynote room touching on the assigned topics in a general strategic way allowing the 60 min concurrent sessions to explore the topics in more finite detail.

- HITEC Opening Party – The HITEC Opening Party was held for an extended period of time for to allow attendees more time to access the event. Also, providing ample opportunity for attendees to visit their hotel rooms before going to the Opening Party. Heavy hors d’oeuvres and bars were available for attendees to enjoy while being entertained by a Hollywood DJ.

- Tech Talks – For the second year at HITEC, there were 15 minute lightning fast sessions that were held on the show floor in the HFTP Booth. Every day of the show 4 talks happened at the same time with two time slots being offered each day. Speakers again came from varying backgrounds: students, hoteliers, allied associations, and even start-up companies.

- HITEC SCANvenger Hunt – Attendees broke out their smart phones and tablets to participate in this game that took attendees on a quest throughout HITEC 2014. Attendees were tasked with looking for the special signs with QR codes located at the booths of participating exhibitors and throughout the conference. Once attendees scanned the codes that linked to questions, and each time they answered a question correctly they earned points. Attendees were watching the leader board on their phones and at the Recharge Zones to check out the competition and to keep track of your points as they played. There were three levels of qualification, and winners were announced at the end of the show, earning a chance to win one of the following prizes: Extreme Competitor — $500 Cash Overachiever — Amazon Fire TV Qualifier — Fitbit

- Speaker Orientation –For the second time, HFTP recorded a webinar for Speaker Orientation hoping that speakers would take the time to listen to the 15-20 minute presentation offering some final tips and some items they may find useful. The response to the format has been EXCELLENT! These recordings have had more viewings then when HFTP used to offer live webinars for Speaker Orientations.

Page Head

HITEC 2014 1

table of contentsOverview

2014 Special Features ............................................. 2

SCANVenger Hunt ................................................... 2

HITEC Advisory Council ........................................... 6

HFTP Executive Vendor Advisory Council................. 8

HITEC 2014 Sponsors ............................................ 10

General Information .............................................. 12

HFTP International Hospitality Technology Hall of Fame ...................... 16

Certified Hospitality Technology Professionals (CHTP) .......................... 18

HFTP Board of Directors ........................................ 84

educatiOnEvent Map ............................................................. 20

Schedule-at-a-Glance ............................................ 22

Rights Statement .................................................. 23

Monday Schedule.................................................. 24

Tuesday Schedule .................................................. 30

Wednesday Schedule ............................................ 34

Thursday Schedule ................................................ 40

Antitrust Statement............................................... 43

Exhibitor Tutorials ................................................. 44

Speakers ................................................................ 46

exhibitsExhibitors-at-a-Glance .......................................... 52

Exhibit Hall Floor Plan ........................................... 54

Technology Guide.................................................. 56

2014 Exhibitors — By Company ........................... 58

2014 Exhibit Supporters ........................................ 58

2014 Exhibitors — By Product .............................. 76

Hospitality Financial and Technology Professionals11709 Boulder Ln, Ste 110 • Austin, TX 78726-1832

(800) 646-4387 or +1 (512) 249-5333Fax: +1 (512) 249-1533

[email protected] • www.hftp.org • www.hitec.org

advertiser index

© Copyright 2014 by Hospitality Financial and Technology Professionals; Austin, Texas. All rights reserved. No part of this HITEC Program and Buyer’s Guide shall be reproduced or transmitted in any form by any means, electronic or mechanical; including photocopying, recording or in any information or retrieval system, without written permission from Hospitality Financial and Technology Professionals.

HFTP® and HITEC® are registered service marks of Hospitality Financial and Technology Professionals.

AirWatch by VMware ............................................................. 4

American Hotel & Lodging Educational Institute ................. 47

Aptech Computer Systems, Inc. ............................................ 13

Broadvine ............................................................................. 56

Certified Hospitality Technology Professional (CHTP) ............ 54

Cleverdis .............................................................................. 31

Comcast Business ............................................................ 7, 56

Cornell School of Hotel Administration ................................ 35

Eleven .................................................................................. 57

HITEC 2014 Mobile Experience® .......................................... 59

HITEC 2014 Guest Bloggers ................................................... 8

HITEC 2014 Opening Party ................................................... 59

HITEC 2014 Post Show Resources ........................................ 86

HITEC 2014 SCANVenger Hunt ............................................ 29

Hospitality Financial and Technology Professionals (HFTP) .. 85

Hospitality Technology Magazine ......................................... 25

Hospitality Upgrade ............................................................. 21

HOSPACE ............................................................................. 55

HOTELS Magazine ................................................................ 39

Infor ..................................................................................... 57

Merchant Link ......................................................... Back Cover

RCN Business Services ............................................................ 9

Samsung Electronics .................................... Inside Back Cover

Shift4 Corporation ........................................Inside Front Cover

VingCard Elsafe .................................................................... 15

mailto:[email protected]

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http://www.hitec.org

2 HITEC 2014

2014 highlights

buyer’s GuideImportant Show ReferenceHITEC.org offers a great planning tool that is useful during and after the show. The HITEC Buyer’s Guide offers visitors a number of search functions, extensive information on each exhibitor and an easy-to-navigate, real-time floor plan.

When looking through the Buyer’s Guide, attendees can browse the most up-to-date alphabetical list of exhibitors and search by product, keyword, booth number, company name and location.

exhibitOr scanvenGer huntParticipate for a chance to win $500

Break out your smart phones or tablets to participate in a game that takes you on a hunt throughout HITEC 2014. Look

for the special signs with QR codes located at the booths of participating exhibitors and throughout the conference. Scan the codes that link to questions, and each time you answer a question correctly you earn points.

Watch the leader board on your phone or at the Recharge Zones to check out the competition and keep track of your points as you play. There are three levels of qualification, and winners will be announced at the end of the show, earning a chance to win one of the following prizes:

Extreme Competitors — $500 Cash

Overachievers — Amazon Fire TV

Qualifier — FitBit

How to Play 1. If you do not have a QR code reader, download one from

your app store (we recommend using the i-nigma QR code reader for best experience).

2. Scan the QR code on this page to get registered.

3. At HITEC look for the SCANVenger Hunt™ codes at the booths of participating exhibitors, as well as throughout the conference areas.

4. Scan the codes and answer the questions correctly to earn points.

5. Check the leader board on your phone or at the Recharge Zones to see game stats.

Participating Exhibitors Exhibitor Booth #Connect Call Global, LLC .................................................757Electro-Media Design, Ltd. ............................................1045Infor ................................................................................701innRoad ........................................................................1360iTesso – Enterprise Lodging Systems .............................1449Merchant Link .................................................................626MSI (Multi-Systems, Inc.) ...............................................1019Shift4 Corporation .........................................................1535

Get started by scanning this QR Code

exhibit hall educatiOnAttendees have three educational opportunities to get in-depth details about the products and services on the show floor, plus have a thought-provoking conversation about today's technology trends.

TechToursWednesday • 8:30 – 10:00 a.m.Take a break from the classroom with a guided exhibit hall tour focusing on a specific technology: Big Data, Busi-ness Intelligence and Data/Credit Card Security.

Available to those with a Full Registration.

Tech TalksTuesday / Wednesday • 11:00 a.m. and 2:00 p.m.Thursday • 11:00 a.m. and 11:45 a.m.HFTP Booth #455Free-form, 15-minute education sessions on the show floor. Each round features four discussion topics, and participants are free to move from topic to topic.

Available to all attendees.

Exhibitor TutorialsTuesday and Wednesday • 10:30 a.m. to 2:45 p.m.West Hall, Back of Aisle 700

This returning feature offers information on exhibitors' products and services in a non-sales environment.

Available to all attendees.

HITEC 2014 3

educatiOn FeaturesTech Boot CampsMonday, June 23 This program offers intensive overviews of the industry's latest trends on the first day of the conference to help attendees pre-pare for the days to come. Topics include: PCI Compliance, Build-ing a Tech Hotel, Project Management and System Selection.

PCI Compliance Boot Camp sponsored by

Keynote Sessions

Monday, June 23 Place Your Security Efforts Towards the Real RisksPresented by Douglas Merrill, former Google CIO.

Tuesday, June 24 The Collaborative EconomyPresented by Rachel Botsman, social innovator and author.

Thursday, June 26 Corporate Security: The Top 10 Things You Should be Doing to Secure Your CompanyPresented by Eric O'Neill, former FBI operative.

Super Sessions Participate in discussions on the biggest industry topics in a lounge-like setting that encourages multi-level dialogue.

Concurrent Sessions Continue your exploration with hour-long sessions that offer a detailed look at essential industry topics.

CPE Tracking ScannersLook in the back of each education session room for scanners that will track your continuing education credits. To input your session attendance, simply walk up to the scanner and scan the barcode printed on your badge, listen for the ping and YOU’RE TRACKED!

hitec tech FeaturesNEW! Mobile Web Site www.hitec2014.orgThe new HITEC 2014 Experience® acts as a 24/7 info desk by providing all attendees with immediate access to all HITEC related in-formation from their personal mobile device. The site fea-tures a logical way to view the conference and education schedule, exhibitor information, transportation options, hotel information and lots of helpful local information.

Developed by Interactive Sites (Booth #259), the HITEC 2014 Experience is also powered by Cisco Systems (Booth #1126) to provide a unique approach to mobility.

Wi-FiComplimentary Wi-Fi will be provided to HITEC attendees in the West Hall Lobby, Digital Den, HFTP Membership Lounge and on the 500 level. There is a Cisco-staffed Wi-Fi Help Desk in the Digital Den to assist attendees with Wi-Fi questions.

Sponsored by

Social MediaFind the most up-to-date information and news on HITEC via LinkedIn, Facebook, YouTube and Twitter (#HITEC or @HFTP). Search for HITEC/HFTP in each of these outlets.

Twitter WallsUse the HITEC hashtag #HITEC so your comments about HITEC can be featured on the prominent Twitter walls throughout the conference.

Guest BloggersHITEC has recruited three guest bloggers with multiple perspectives to write about their HITEC experiences. Find their posts at www.hftpconnect.org.

Virtual TradeshowHFTP has partnered with XplorIt to create a virtual trade show that will allow visitors to walk the West Hall of the convention center and see HITEC as its happening. At-tendees will be able to watch as the West Hall is trans-formed from an empty space through a time-lapse of the set-up to the final reveal of the big show.

Stop by the XplorIT counter at HFTP Booth #455 or check it out on your own laptop and virtually see yourself walk-ing the exhibit space floor.

Start your virtual tour at: hitec.xplorit.com

Sponsored by ITX

http://www.hitec2014.org

http://www.hftpconnect.org

6 HITEC 2014

hitec advisory council

Christina Cornwell Vice Chair

Hilton Worldwide

Ken BarnesWhite Lodging

Cihan Cobanoglu, CHTP, Ph.D.

University of South Florida

Daniel Conti, Jr. CHAE, CAM

Wyndham Grand Jupiter at Harbourside Place

Kris SingletonChair

Cosmopolitan Resort & Casino

Edward HopcroftStarwood Hotels & Resorts

Mike Uwe Dickersbach, CHTP, MCP, NICE

Thayer Lodging, Brookfield Hotel Properties

Nelson Garrido, CHTPInterstate Hotels & Resorts

Mehmet Erdem, Ph.D., CHTP

iHITA

Cindy Estis GreenKalibri Labs

David Johnson, CHTPWashington Duke Inn & Golf Club

Robin Koetje, CHTPThe Hotel Group, Inc.

Anna McFarland, CFE, CHAE, CHTP, CPA

Global Hospitality Consulting

Sophie PommoisGlobal Hotel Alliance

Terence RonsonPertlink Limited

Jerry Trieber, CPA, CHAE, CFE, CFF, CGMACrescent Hotels & Resorts

Richard SiegelHospitality Upgrade

Steven Stout, CAEStaff Liaison

Hospitality Financial and Technology Professionals

Richard TudgayOmni Hotels & Resorts

Frank Wolfe, CAEHospitality Financial and Technology Professionals

Not pictured: Shane Izaks and Bruce Hoffmeister

8 HITEC 2014

hFtP executive vendor advisory council

Dan BellMICROS Systems, Inc.

Jeff VenzaVice Chair

Venza Group, Inc.


Jennifer LeeStaff Liaison


Bruce BensetlerChair

Data Plus Hospitality Solutions

Gregg HopkinsNewmarket International, Inc.

Sherry MarekDatavision Technologies, Inc.


Gregory PesikPasskey, Now A Part of Lanyon

Mukund MohanInfor

Terry Price, CHAE, CHTP, CPA

Cenium

Jay WilliamsClear Sky Software

10 HITEC 2014

2014 sponsors

PMS-377 PMS-2617 PMS-444 669933 663399 999999

aviano sansberlingFUTURA

HITEC 2014 11

12 HITEC 2014

general information

All official HITEC events, except the Opening Party, take place at the Los Angeles Convention Center at 1201 S Figueroa St. The Opening Party is at the Belasco Theater at 1050 S Hill St.

HITEC Phone Number: (213) 743-6202.

2015 Exhibit InformationShow information and details on exhibiting at HITEC 2015, June 15–18 in Austin, Texas can be obtained at the Exhibitor Information counter in the West Hall Lobby.

BadgesThese are non-transferable, non-refundable and may not be altered in any manner. There is a replacement fee of $25 and photo ID is required. Altered badges and/or badge holders will be confiscated, and its wearer must re-register at the full regis-tration price. Wear only your official HITEC badge.

Badge lanyards sponsored by

CPE AccreditationHITEC participants may obtain continuing professional educa-tion (CPE) credits for various certification programs. Administer-ing organizations have the final authority on the acceptance of individual courses for CPE credit. Attendees can receive one CPE credit for each 50 minutes of continuous participation in a group program. To obtain credits, you must complete a Continu-ing Professional Education (CPE) Verification Form or scan your badge with the available scanners. The forms and scanners are located on tables in the back of each meeting room and serve as your registration record and attendance confirmation. Please return your completed form to the tables in the back of the meeting rooms or to the bin located at registration.

hitec schedulesunday MOnday tuesday wednesday thursday

reGistratiOn 3:00 – 5:00 p.m. 7:00 a.m. – 6:00 p.m. 8:00 a.m. – 4:00 p.m. 8:00 a.m. – 4:30 p.m. 8:30 a.m. – 2:00 p.m.

diGital den 3:00 – 5:00 p.m. 7:00 a.m. – 6:00 p.m. 8:00 a.m. – 5:30 p.m. 8:00 a.m. – 5:30 p.m. 8:30 a.m. – 4:30 p.m.

exhibits 10:00 a.m. – 4:00 p.m. 10:00 a.m. – 3:00 p.m. 10:00 a.m. – 2:00 p.m.

educatiOn 7:30 a.m. – 5:00 p.m.8:30 – 10:00 a.m.3:30 – 5:00 p.m.

8:30 – 10:00 a.m.2:45 – 5:15 p.m.

9:00 – 10:30 a.m.2:00 – 5:00 p.m.

hOtel shuttle 6:45 a.m. – 9:30 p.m. 7:30 a.m. – 5:30 p.m. 7:30 a.m. – 6:00 p.m. 8:00 a.m. – 5:30 p.m.

Individual sessions are presented as an overview of the topics. No advanced preparation is required, nor are there prerequisites required for attending any of

the education sessions at HITEC 2014. Courses presented at HITEC 2014 utilize a group-live instructional method.

Hospitality Financial and Technology Professionals (HFTP®) is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding reg-istered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: www.learningmarket.org.

Education Session Codes for Specialty Reporting AreasKey: Code F (Finance), Code T (Technology), Code E (Ethics)

Any education session with a Code F, T or E, or by a multiple combination, has been pre-identified and eligible to meet the CHAE or CHTP educational maintenance — specialty report-ing area requirements. Sessions that don’t meet the specialty reporting criteria, are labeled as “General.”

Digital DenThe Digital Den, located in the West Hall Lobby, is a place for all HITEC attendees to gather to network, recharge devices, check e-mail, print boarding passes and more. The Digital Den features comfortable furniture, laptops, printers, mobile device recharge zone, Twitter wall and Cisco Wi-Fi help desk.

Social Media: Find the most up-to-date information and news on HITEC via LinkedIn, Facebook, YouTube and Twitter (#HITEC or @HFTP). Search for HITEC/HFTP in each of these outlets.

Wi-Fi is available in the West Hall Lobby, Digital Den, HFTP Membership Lounge and on the 500 level.

Sponsored by

Continued on page 14.

http://www.learningmarket.org

14 HITEC 2014

general information

Photographs and VideosHFTP takes photos and videos at its meetings and events, some of which may be used for publication. Unless you inform us that you object, permission is assumed.

Recharge ZonesFor your convenience, mobile and electronic device Recharge Zones are available at the Digital Den in the West Hall Lobby, the HFTP Booth #455 and the education area on Level 500.

Shuttle ServiceService is from Hilton Checkers LA, The LA Hotel, Millennium Biltmore LA, Omni LA, Sheraton LA Downtown and the Westin Bonaventure to the Los Angeles Convention Center. Service is also available to all official HITEC hotels before and after the Opening Party at The Belasco Theater. For special assistance transportation, call (310) 466-6532. Allow 60 minutes prior to pick-up.

Sponsored by

Smoking PolicyThe Los Angeles Convention Center is a smoke-free facility.

Social NetworkingFind the most up-to-date information and news on HITEC via LinkedIn, Facebook, YouTube and Twitter (#HITEC or @HFTP). Search for HITEC/HFTP in each of these outlets .

Water Refill StationsStay hydrated during your time at HITEC without wasting resources. Pick up your official HITEC water bottle and refill as needed at the Water Refill Stations located in the exhibit hall at the back of aisle 200 and the front of aisle 1600.

Sponsored by CHTPCert i�ed Hospital i ty Technology ProfessionalHFTP — Producer of HITEC

HFTP is the global professional as-sociation for financial and technology personnel working in hotels, clubs and other hospitality-related businesses. HFTP provides first-class educational opportunities, research and publications to thousands of members globally. HFTP also awards the only hospitality-specific certifications for accounting and technology — the Certified Hospitality Accoun-tant Executive (CHAE) and the Certified Hospitality Technology Professional (CHTP) designations.

Learn more about HFTP in the HFTP Membership Lounge in the West Hall Lobby or in HFTP booth #455.

Continued from page 12.

Electronic Show DailyThe HITEC News Flash Daily will be delivered via e-mail and is also available at www.hitec.org and on the HITEC mobile site.

Sponsored by

First Aid/EmergenciesThere is one permanent first aid station located across from Petree Hall (location of the Keynote sessions).

HITEC Help and Housing DeskHave a quick question and don’t want to stand in a long line to get your answer? Need assistance with your hotel reservation? Find your answers at the HITEC Help Desk located in the West Hall Lobby.

No Pirating PolicyWhile all registrants are welcome at HITEC, anyone observed soliciting business in the aisles or other public spaces, in another company’s booth, or in violation of any portion of the show policies, will be asked to leave immediately. Additional penalties may be applied. Violations also may occur when non-exhibiting suppliers conduct activities at other venues including a hotel guest room or hospitality suite, restaurant, club or other public place. Please report any violations you may observe to Show Management.

Official HITEC Conference HotelsFigueroa Hotel Ph: (213) 627-8971

Hilton Checkers LAPh: (213) 624-0000

The LA Hotel a Hyatt Affiliate HotelPh: (213) 617-1133

JW Marriott LA LivePh: (213) 765-8600

Luxe City CenterPh: (213) 748-1291

Millennium Biltmore LAPh: (213) 624-1011

Omni LA Ph: (213) 617-3399

Sheraton LA DowntownPh: (213) 488-3500

Westin BonaventurePh: (213) 624-1000

Opening PartyThe official name badges are required for entrance into the Opening Party at the Belasco Theater on Monday, June 23. Entrance to the Opening Party is included with Full Conference, Full Exhibitor and Booth Staff registrations. Opening Party en-trance is NOT included with Exhibits Only registrations. Badges may be purchased at Registration in the West Hall Lobby and cost $100 for HFTP members and $150 for non-HFTP members.

Sponsored by

http://www.hitec.org

16 HITEC 2014

international hospitality technology hall of fame

2003Richard Siegel

2002Eric B. Orkin

2001John F. Davis, III

2000Robert S. Bennett

2004Ted Horner

2006John D. Burns, CHA, ISHC

2006Jon Inge, CHTP, ISHC

2005David Burroughs

2005W. Thomas Castleberry

2007John Springer-Miller

2008Fraser Hickox

2010Nick Price

2009A.L. (Tom) Giannoupolos

2009Cindy Estis Green

2011Frank Wolfe, CAE

2012Douglas Rice

barry Shuler was selected as the 2014 inductee to the HFTP International Hospital-ity Technology Hall of Fame for his role in developing a model for hotel industry enterprise architecture and IT strategic planning. After a long career as a technol-

ogy strategist for Marriott International, Ritz-Carlton Hotel Company and International Hotels Group, he is currently CIO and IT consulting principal with Design Management Associates, Inc.

“I have many friends in HFTP, a number of whom have already been inducted into the Hall of Fame,” said Shuler. “I honestly never dreamed that someday I might be honored in this way. I am humbled by the selection and truly excited to join this illustrious group.”

He is an expert on enterprise architecture, business process reengineering, IT-enabled change, IT metrics, technology convergence and strategic planning for IT. He has been featured in numerous computing and hotel industry articles, and has made contributions to many books on IT. He is also the author of the book, Virtual Travel – Embrace or Expire.

“I know of no individual that I believe is more deserving of this award than Barry,” writes Wendell Fox, retired senior vice president for Marriott Intl. “The list of his contributions to the advancement of the use of technology in the hotel industry both from the guest and the hotels perspective is outstanding. Barry has the ability to look beyond the obvious and see what can be or maybe ‘what will be’ in respect to the use of technology for the consumer and for business.”

In 1996, Shuler made his entrée to the hospitality industry when he joined Marriott as senior vice president of information resources, strategy and planning and CTO, report-

2014 inducteeBarry Shuler

2013Harbans Singh

hall of Fame

inductees

HITEC 2014 17

1999Scott Heintzeman

1998David Berkus

1994Penelope Sellers

1995George Zugmier

1996William Oates

1997Michael Kasavana, Ph.D., CHTP

1997Richard Brooks, CHA

1998Jules Sieburgh, CHTP

1990Richard Nauman

1990Robert Horgan

1991Jack Morgan

1992Richard Moore, CDP

1993John Cahill, CHA, CHTP

1994James Yoakum

1989Larry Chervenak, CHAE

1989Carrol Lund

1989Raymond Schultz

1990Sal Spano, CHA, CHAE

Barry Shuler will be honored at the Keynote Session on Tuesday at 8:30 a.m. in Petree Hall.

ing to the corporate CIO. This was a new position at Marriott Intl., created with the goal of institutionalizing a long range IT plan-ning process. He was responsible for strategic plans and an enter-prise architecture that would guide the efforts of an information systems and technology community of over 1,200 IT practitioners; a Marriott annual IT budget in excess of $400 million, and direct influence over hotel owner IT capital and operational expenditure annual budgets of an additional $400 million.

Shuler remained with Marriott Intl. through to December 2008, with numerous key accomplishments. During his tenure, he led an extensive effort to document an enterprise architecture base-line assessment for all Marriott business units; to formulate a set of architecture principles and a strategic vision for processes, application systems, information and technology. Based on the outcome of this study, a long range transition plan was made to move steadily toward the target architecture, and the strategy still guides Marriott’s IT processes and investments today.

Over his last four years at Marriott, Shuler was the driving force behind Marriott’s strategy of moving toward converged IP networks in all of its hotels, to enable cutting edge services to be delivered to associates and guests. This was a strategy to interconnect non-integrated devices, such as smart phones, TVs,

telephones, kiosks and environmental controls, yielding signifi-cant efficiencies on the cost side and major new revenue oppor-tunities through exposing applications for self service. As a key part of this effort, he worked with major commercial flat panel HDTV providers to design and implement expanded capabilities in these devices to enable them to more effectively be integrated with the hotel infrastructure as an IP-enabled device, and to allow guest mobile devices to connect to the TV for high fidelity and resolution playback of content.

Shuler not only led within Marriott, but also was a recognized and respected leader in the hospitality and travel industry as a whole. From 2004 through 2008 he served on the board of directors and in executive positions, including president, of Hotel Technology Next Generation (HTNG). HTNG is an organization made up of hoteliers and hospitality technology vendors that pro-motes the emergence of specifications for interoperability among commercially available and custom developed hotel systems.

Currently, Shuler oversees his own firm Design Management Consultants, where he takes on short-term consulting engage-ments. He also serves as an executive advisor to HTNG; gives advice and guidance to new ventures; and leads ongoing devel-opment, deployment and operations of systems and technology.

18 HITEC 2014

The following individuals are active CHTP designees:

Established at HITEC 1994, the Certified Hospitality Technology Professional (CHTP) is a hospitality industry designation which shows a specific dedication and understanding of hospitality technology.

To learn more about CHTP benefits and earning the designation, visit www.hftp.org/chtp.

R.K. K. Ambat, CHAE, CHTP, CPAMichael E. Anderson, CHTPSteven F. Argo, CHAE, CHTPJoost Asselbergs, CHTPLeonard J. Bartello, CHAE, CHTP,

CPA, LCAMScott T. Barter, CHAE, CHTPCarol Campbell Beggs, CHTPKaterina Berezina, CHTPJoshua D. Bergen, CHAE, CHTPJames E. Bina, CHAE, CHTPBrian Binge, CHTPGersham Binns, CHAE, CHTP,

FMAATWilliam J. Bissinger, CHTPJeanne Blair, CHTPLinda L. Boes, CHAE, CHTP, MBALeonard L. Boike, CHTPCarson Booth, CHTPMihai I. Bote, CHTPChris Boyd, CHTPScott R. Britz, CHTPGary J. Brookshier, CHTPMegan Brosius, CHTPIvan Calderon, CHTPAnthony D. Call, CHTPScot Campbell, CHTPVerna Rae Caudle, CHAE,CHTPRuby Chin, CHTP, MBA, MCSE,

MCTSDavid Chin, CHTP, MBACriss Chrestman, CHTPJoel E. Cisne, CHTPDr. Cihan Cobanoglu, CHTP, Ph.D.Keven Combs, CHTP, CPAWarren Connell, CHTPMark E. Cosgrove, CHTPJohn T. Coulthurst, CHTPMichael K. Craft, CHAE, CHTP, CPARandy L. Craven, CHTP

Jonathan Crego, CHTPKevin L. Culp, CHTPBill D'Argis, CHTPSteve D'Erasmo, CHTPHarold Dibler, CHTPMike Uwe Dickersbach, CHTP,

MCP, NICEThomas Eugene Dillon, CHTPJames Doolittle, CHAE, CHTPJoan T. Dubbs, CHTPKathy Duddy, CHTPMichael A. Duffy, CHTPGrant R. Dwyer, CHTPJon P. Earley, CHTPAb M. Echenberg, CHAE, CHTPBernard D Ellis, CHTPMehmet Erdem, CHTPTim C. Feeley, CHTPSusan King Ferguson, CHTPMiguel Flores, CHTPNeil Foster, CHTP,MBABrian P. Garavuso, CHTPNelson F. Garrido, CHTPFranklin Gentry, CHTPJudy S. Golten, CHAE, CHTPAllan Groves, CHTPChris Guimbellot, CHTPStefan K. Hagedorn, CHAE, CHTPMark G. Haley, CHTP, ISHCJoshua C. Hall, CHAE, CHTP, MREBryan M. Hammer, CHTPDr. Murat Hancer, CHTPDianne L. Hart, CHAE, CHTPBrian L. Hightower, CHTPMark Hoffman, CHAE, CHTP, MBANeal C. Hoffman, CHAE, CHTP, MBABeverly Holmes, CHAE, CHTP, MBADennis W. Houchin, CHTPSimon J. Hulme, CHTPJacqueline Humes, CHAE, CHTP

P. Lynn Hunsicker, CHTPJon Inge, CHTP, ISHCSheraz Islam, CHTP, MBAZulfikar Ismile, CHTPRichard Jackson, CHTPLeonard A. Jackson, Ph.D., MBA,

MS, MAcc, CHAE, CHE, CHTPDavid Jansen, CHTPNick Jarratt, CHTPDavid Johnson, CHTPBill Johnson, CHTPKatherine F. Johnston, CHTPAlmir Kalender, CHTPNuruddin Kamdar, CHTPDavid Karafiat, CHAE, CHTP, MBABrent W. Katzenmaier, CHTPCurtis L. Kidd, CHTPMorgan A. Killion, CHAE, CHTP,

CIA, CMARonald R. Kimmell, CHTPLeslie King, CHAE,CHTPBrian C. King, CHAE, CHTP, MBARobin P. Koetje, CHTPKim M. Kouba, CHAE, CHTPDavid E. Krisko, CHAE, CHTPMary-Stewart Latta, CHTPAnthony K. Lawrence, CHTPPean Lim, CHTPSteve J. Lui, CHTPMoniem Maaty, CHTPBrian Mann, CHTPDebra Manuele, CHAE, CHTPJeffrey Martin, CHAE,CHTPJim Mayer, CHAE,CHTPMartha M. Mazzitelli, CHAE, CHTPMark R. McCarthy, CHTPDoug J. McCurdy, CHTPMelanie Marie McDermott, CHTPAnna McFarland, CFE, CHAE,

CHTP, CPA

David McKim, CHAE, CHTPRandy J. Meyer, CHA, CHTP, CPAIan Millar, CHTPJeri S. Mooney, CHAE, CHTPDeborah B. Morrill, CHTPAllison Morris, CHTPFrank J. Muscillo, CHAE, CHTPKaren K. Naccarato, CHAE, CHTPLouise M. Niemczyk, CHTPMick Nissen, CHAE,CHTPScott Nowakowski, CHTPVerna M. Nye, CHTPPeter Nyheim, CHTP, Ph.D.Kjell Olsson, CHTPRobert N. Oprea, CHAE, CHTPMary Beth Ottley, CHTPKen Paquin, CHTPJeffrey S. Parker, CHTPMark T. Pate, Sr., CHAE, CHTP, MBAHetal B. Patel, CHTPDiane Pessolano, CHAE, CHTPJoseph A. Pierluissi, CHTPDarrin R. Pinkham, CHTPJoseph A. Pontiff, CHAE, CHTPMichele Porak, CHAE,CHTPLynne A. Power, CHAE, CHTPTerry L. Price, CHAE,CHTP,CPAKathryn M. Pringle, CHAE, CHTPRichard Rabinoff, CHTPHarshad V. Raja, CHAE, CHTPRaman P. Rama, CHA,CHAE, CHTPTodd W. Rhoads, CHAE,CHTPJeremy Rock, CHTPLori L. Schefstad, CHTP, MCSEJo Anna M. Schillaci, CHTPJerilyn B. Schnitzel, CHAE, CHTPMichael Schubach, CHAE, CHTPNeil Schubert, III, CHTPWilliam C. Schwartz, CHTPJoseph Seminerio, CHAE, CHTP,

MBADana Shefsky, CHTPKris S. Shoemaker, CMA, CGFO,

CHAE, CHTP, CPFIMJules A. Sieburgh, CHTPDavid Sjolander, CHTPJohn J. Smith, CHAE, CHTPPeter William Smith, CHTPShaun Smith, CHAE, CPA, CHTP

chtp Cert i f ied Hospital i ty Technology Professional

http://www.hftp.org/chtp

HITEC 2014 19

HITEC Advisory Council

2014 chtP of the yearJeanne Blair, CHTP, PMP

In its 17th year, the CHTP of the Year is given to the individual that scored the highest on the CHTP certification exam in a given year.

Blair currently is a system ana-lyst at The Banff Centre in Banff, AB Canada. Her hospitality career began when she moved to beautiful Banff National Park. The area boasts grand hotels that draw millions of tour-ists each year. After arriving in Banff, Blair found work as an IT manager at a ski resort and has spent the past 20 years working hard to provide the best IT services to the hospitality and ski tourism industry.

Blair will be honored at the Opening Keynote Session on Monday, June 23 at 3:45 p.m. in Petree Hall.

Mark E. Southard, CHAE, CHTP, CPA

Robert B. Sponaugle, CHAE, CHTPAshley Stauffer, CHTPGary Stepanian, CHTPBrady A. Stock, CHTPThomas Stoffo, CHTPRonald W. Strecker, CHAE, CHTPLenora D. Streitfeld, CHAE, CHTPJeffrey I. Stubbs, CHAE, CHTPWilliam A. Sullivan, CHTPArnold M. Tanner, CHAE, CHTPAntonio Terzago, CHTPAnthony Testo, CHAE, CHTPDavid Tonche, CHTPKrystal Triumph, CHTPAdam K. Turner, CHTPKurtriscia Renee Uehara, CHTPSerge Ulyanov, CHTPRobert J. Usher, CHTPKevin Velez, CHTPYvette Vincent, CHTP

Jasyn Voshell, CHTP

David Vye, CHTP

Tommi B. Wahrman, CHAE, CHTP, CPA

Carla B. Waldron, CHTP

Brian E. Warren, CHTP

Scott Watts, CHTP

Letcher A. Whaley, CHTP

Mable Wilder, CHTP

Gregory L. Wilhelm, CHTP

Paul A. Willie, CHA, CHAE, CHTP, CMA

Kimberley A. Winn, CHAE, CHTP

Warren P. Winslow, CPA, CHAE, CHTP

Joshua Woods, CHTP

Steven M. Woodward, CHTP

Lyle Worthington, CHTP

McLean A. Xavier, CHTP

Oguz Can Yildirim, CHTP

Arif Yildirim, CHAE, CHTP

Come Learn About the Updated CHTP Designation As we all know, technology is evolving rapidly these days. The evolution and innovation of technology has impacted the hospitality industry, as well as the CHTP certification program. In January 2014, a CHTP Task Force took a deep dive and discussed the industry’s concerns, the history of the program, the issues we are faced with today and the future of the program. As a result, the group came up with several recommendations for a revamped CHTP program:

• Revisedapplicationlifeperiod,• Revisedconditionalcreditoption/period,• Revisedexamsectionstructure,• Revisedsub-sectionexamstructure,• Revisedsourcematerialandstudyingprocess,• Revisednumberofquestionsaskedontheexam,• Newlistofcompetencyareastobringtheexamtocurrenttimes,and• Maintenanceplantokeepitrelevantgoingforward.

This is just a short list and was a good starting point for the work that has been done since this meeting. Come learn more about the expected changes to the CHTP designation at HFTP Booth #455.

Visit HFTP booth #455 or Room 519 on Wednesday and Thursday for details.

20 HITEC 2014

event mapLevel I.

Level II.

Keynote Sessions

HITEC Exhibits

Technology Showcase Press Room

Speaker Ready Room

CHAE/CHTP Reviews and Exams

Boot Camps and Super Sessions

Regi

stra

tion

Exhibitor Info Emergency Svcs.

SCANVenger Hunt

HFTP Membership Lounge

HITEC Help and Housing Desk

Digital Den

Bag Check

22 HITEC 2014

schedule-at-a-GlanceMonday7:00 a.m. – 6:00 p.m.Registration Open | West Hall Lobby

7:30 – 11:00 a.m.º CHAE Review | Room 501 A º CHTP Review | Room 501 B

8:00 – 8:45 a.m.Beverage Break | 500 Level

8:30 – 11:00 a.m.boot campsº PCI 3.0: R U Ready? | Room 515 A Sponsored by Venza Group, Inc.

º Building and Renovating a Better Tech Hotel Room 515 B


11:30 a.m. – 12:30 p.m.technology showcaseBreaches: Don't Be Next | Room 513Presented by Shift4 Corporation

11:30 a.m. – 1:00 p.m.super sessionsº Disaster Simulation | Room 502 Aº Friends Don’t Let Friends Build Data Centers | Room 515 Aº Making Your Vendor Relationships Work | Room 515 B

12:30 – 4:30 p.m.CHAE and CHTP Exams | Room 501 AB

1:00 – 1:30 p.m.Beverage Break | 500 Level

1:00 – 2:00 p.m.technology showcaseGold Medal Experiences: Learning From Sochi | Room 513Presented by Avaya

1:30 – 3:30 p.m.boot campsº Effective Project Management in a Nutshell | Room 515 B º A Map to System Selection | Room 515 A

2:30 – 3:30 p.m.º Recognizing Ethical Dilemmas: Where's the Line?

Room 511 A º Wrangling Wi-Fi: Making Sense of the Latest

Options Room 511 BC Sponsored by Cleverdis

º Getting to Know Your Future Employees: The NextGen Professional | Room 513

º Contract Review for IT | Room 514

Details starting on page 24.

º PCI-DSS 2.0 to PCI-DSS 3.0: What's in a Number!?Room 518

3:15 – 3:45 p.m.Beverage Break | Petree Hall

3:45 – 5:00 p.m.Opening Keynote Place Your Security Efforts Toward the Real RisksPetree Hall

6:00 – 9:00 p.m.Opening PartyNight at the Belasco Theater | Belasco TheaterSponsored by HFTP

tuesday Details starting on page 30.

8:00 a.m. – 4:00 p.m.Registration Open | West Hall Lobby

8:00 – 8:30 a.m.Beverage Break | Petree Hall

8:30 – 10:00 a.m.keynote The Collaborative Economy | Petree Hall

10:00 – 10:30 a.m.Keynote Meet and Greet | HFTP Membership Lounge

10:00 a.m. – 4:00 p.m.Exhibits Open | West Hall

10:30 a.m. – 2:45 p.m.Exhibitor Tutorials | West Hall, Back of Aisle 700

11:00 – 11:15 a.m. • 2:00 – 2:15 p.m.Tech Talks | West Hall, Booth #455


3:30 – 5:00 p.m.super sessionsº Mobility and Your Guests | Room 515 A Sponsored by LODGING Magazineº Distribution and Disruption: The New Normal

in Hospitality | Room 515 B Sponsored by Cornell School of Hotel Administration Co-produced with HSMAI

4:00 – 5:00 p.m.technology showcaseBuilding the Digital Hotel of the Future | Room 513Presented by Cisco Systems

HITEC 2014 23

Schedule: Education schedule and speakers are subject to change without notification.

All rights reserved: Speakers may not be recorded in any manner, nor materials be reproduced without the written permission by HFTP.

wednesday Details starting on page 34.

thursday Details starting on page 40.


8:00 – 8:30 a.m.Beverage Break | 500 LevelSponsored by Aptech Computer Systems, Inc.

8:30 – 9:30 a.m.technology showcase Morning Jam: Design and Build the Software Product of Your Dreams | Room 513Presented by Social Tables

8:30 – 10:00 a.m.super sessionsº TechTours: Up-close Look at What's on the Market Meet at Entrance to West Hall

º Guestroom Technology: What Do Guests Really Want and What Should They Want | Room 515 A

º Search, Social, Mobile: The Challenges of Managing Customer Acquisition and Pricing

Room 515 B Co-produced with HSMAI




2:15 – 2:45 p.m.Beverage Break | 500 LevelSponsored by Aptech Computer Systems, Inc.

2:45 – 3:45 p.m.º The Mission of Motion: Priorities for Enterprise Mobility

Room 511 Aº PII/Data Protection: How Far Does the Data Reach?

Room 511 BC

º Managing BYOD In Your Corporate EnvironmentRoom 513

º Bandwidth: Is Enough Ever Enough? | Room 514

º Reputation Management: To Be or Not to Be (In Control) | Room 518

Co-produced with HSMAI

3:45 – 4:15 p.m.Beverage Break | 500 LevelSponsored by Aptech Computer Systems, Inc.

4:15 – 5:15 p.m.º Birds of a Feather | Room 511 A Sponsored by Datavision Technologies, Inc.

º Pitching Your Project | Room 511 BCº Leveraging BYOD, Empowering Your Guest and

Yielding Guest Behavior | Room 513º Career Path to the Top: Skill Sets That Take You to a

Top-level Position | Room 514 Sponsored by Cornell School of Hotel Administration

º DRM in the Cloud: A New Approach to Disaster Recovery Room 518



9:00 –10:00 a.m.technology showcaseEmerging Trends in Hospitality Marketing | Room 513Presented by XplorIT Multimedia Technologies

9:00 – 10:30 a.m.super sessionsº CIO vs. CMO | Room 515 Aº Big Data: Making it Work for Hotels AND Guests Room 515 B Co-produced with HSMAI


11:00 – 11:15 a.m. • 11:45 a.m. – 12:00 p.m.Tech Talks | West Hall, Booth #455

1:30 – 2:00 p.m.º Beverage Break | 500 Levelº Keynote Meet and Greet | HFTP Membership Lounge

2:00 – 3:30 p.m.super sessionsº Non-techies Town Hall Meeting | Room 515 Aº Futuristic Technology | Room 515 B


3:45 – 5:00 p.m.keynoteCorporate Security: The Top 10 Things You Should Be Doing to Secure Your Company | Petree Hall

24 HITEC 2014

Monday, June 23

7:00 a.m. – 6:00 p.m.Registration OpenWest Hall Lobby

7:30 – 11:30 a.m.CHAE ReviewRoom 501 A | Course #LAHT01 | Code F

The Certified Hospitality Accountant Executive (CHAE) is a hospitality industry designation showing competency in hospi-tality accounting. CHAE holders exemplify true knowledge and dedication to the hospitality finance profession. This session provides attendees with what is needed to know to pass the exam. Pre-registration is required.

Kris Shoemaker, CMA, CGFO, CHAE, CHTP, CPFIM is chief financial officer with Orange County Convention Center.

CHTP ReviewRoom 501 B | Course #LAHT02 | Code T

The Certified Hospitality Technology Professional (CHTP) is a hospitality industry designation showing competency in hospi-tality technology. As opposed to other technology designations, CHTP holders show dedication to both hospitality and technol-ogy. This session provides attendees with what is needed to know to pass the exam. Pre-registration is required.

David Johnson, CHTP is director of information technology with the Washington Duke Inn & Golf Club, a member of the HFTP Global Board of Directors and a member of the HITEC Advisory Council.

8:00 – 8:45 a.m.Beverage Break500 Level

sche

dule 7:00 a.m. – 6:00 p.m.

Registration Open | West Hall Lobby

7:30 – 11:00 a.m.º CHAE Review | Room 501 A

º CHTP Review | Room 501 B


8:30 – 11:00 a.m.boot campsº PCI 3.0: R U Ready? | Room 515 A

º Building and Renovating a Better Tech HotelRoom 515 B


11:30 a.m. – 12:30 p.m.technology showcaseBreaches: Don't Be Next | Room 513

11:30 a.m. – 1:00 p.m.super sessionsº Disaster Simulation | Room 502 A

º Friends Don’t Let Friends Build Data CentersRoom 515 A

º Making Your Vendor Relationships Work | Room 515 B

12:30 – 4:30 p.m.CHAE and CHTP Exams | Room 501 AB


1:00 – 2:00 p.m.technology showcaseGold Medal Guest Experiences: Learning from Sochi Room 513

1:30 – 3:30 p.m.boot campsº Effective Project Management in a Nutshell | Room 515 B

º A Map to System Selection | Room 515 A

2:30 – 3:30 p.m.º Recognizing Ethical Dilemmas: Where's the Line?

Room 511 A

º Wrangling Wi-Fi: Making Sense of the Latest Options Room 511 BC

º Getting to Know Your Future Employees: The NextGen Professional | Room 513

º Contract Review for IT | Room 514

º PCI-DSS 2.0 to PCI-DSS 3.0: What's in a Number!?Room 518

3:15 – 3:45 p.m.Beverage Break | Petree Hall Foyer

3:45 – 5:00 p.m.Opening KeynotePlace Your Security Efforts Toward the Real RisksPetree Hall

6:00 – 9:00 p.m.Opening PartyNight at the Belasco TheaterBelasco Theater

26 HITEC 2014

MOND

AY 8:30 – 11:00 a.m.

bOOt caMPsPCI 3.0: R U Ready?Room 515 A | Course #LAHT03 | Code T

This session will present an overview of the changes introduced in the recently released PCI-DSS 3.0, providing the necessary steps individual hotels and brands need to take in order to be PCI compliant. To gain a better picture of the impact of a data breach, participants will review recent data breaches in the context of the current Verizon Data Breach Investigation Report.

Sean Mathena is a managing consultant with Trustwave. Jeffrey Stephen Parker is vice president of technology with Stout Street Hospitality. Wayne Lee is managing principal with the Verizon RISK Team.

Sponsored by ®

Building and Renovating a Better Tech HotelRoom 515 B | Course #LAHT04 | Code T

Implementing an efficient, lasting tech infrastructure is crucial to new builds and renovations. Take the right measures toward a system that works by understanding the process behind new build technology documentation and the opportunities that come with the renovation process. Through the use of value engineering, project managers can make a plan that includes future -proofing the hotel’s technology infrastructure.

Ken Barnes is vice president of technology with White Lodging Hospitality and a member of the HITEC Advisory Council. Robin Koetje, CHTP is IT director with The Hotel Group and a member of the HITEC Advisory Council. James Lingle is president of James Lingle Consulting.


11:30 a.m. – 12:30 p.m.

Breaches: Don’t Be NextRoom 513 | Course #LAHT05 | Code T

Don’t be the next target for data thieves. This session introduces tools currently available to remove payment card data from across your enterprise (front desk, retail, F&B and mobile), drastically simplifying your PCI compli-ance efforts while providing true security from breaches.

Bob Lowe is vice president of business development.

Presented by

11:30 a.m. – 1:00 p.m.

Disaster SimulationRoom 502 A | Course #LAHT06 | Code T

While we hope disaster never strikes, the possibility is real — and your preparations should be just as concrete. Protect your assets, with people being the most important, by reviewing proper planning for managing a security threat, natural disaster or other unforeseen crisis before, during and after the event. Learn what the most important steps to take are and what you need to know in preparation so you are not left vulnerable in a difficult situation.

Bruce Hicks is general manager with The Alliant Group/Houston.

HITEC 2014 27

MOND

AY11:30 a.m. – 1:00 p.m. continued

Friends Don’t Let Friends Build Data CentersRoom 515 A | Course #LAHT07 | Code T

Adoption of cloud technologies by the hospitality industry has rapidly accelerated in recent years, and many success-ful case studies abound. See how the cloud has paved the way for a technology movement that is helping hotel and gaming companies gain flexibility and efficiency. As options for how to use the cloud, such as hybrid deployments and subscription models continue to increase in variety and number, the question is no longer should we move to the cloud, but rather how should we move to the cloud to give our organization the greatest competitive edge. The session will offer insight for everyone from cloud novices to seasoned cloud veterans.

Bernard Ellis is vice president of industry strategy with Infor. Scott Barneson is with strategic alliances for Amazon Web Services.

Making Your Vendor Relationships WorkRoom 515 B | Course #LAHT08 | Code T

One of the most time consuming tasks that an IT profes-sional deals with is managing vendors. As more and more technology is delivered to hotels, the more attention is needed toward getting the most out of the vendor provid-ing the software, hardware or service. In this session get ready to hear how to work with vendors on deliverables, support, upgrades and, of course, pricing.

Moderator Richard Tudgay is vice president of technology with Omni Hotels & Resorts and a member of the HITEC Advisory Council.

12:30 – 4:30 p.m.CHAE and CHTP ExamsRoom 501 AB

Pre-registration is required for those wanting to sit for the certification examinations.

1:00 – 1:30 p.m.Beverage Break500 Level

1:00 – 2:00 p.m.

Gold Medal Guest Experiences: Learning from SochiRoom 513 | Course #LAHT09 | Code T

How did Sochi prepare to host 40,000 guests visiting for three weeks with Olympic size expectations of service? Join us to learn three lessons learned at the 2014 Winter Olympic Games in Sochi that will help your hotel deliver a gold medal guest experience. Gain insights on mak-ing every interaction personal, connected, secure and economical. All attendees will receive a collectible from the 2014 Sochi Winter Olympic games.

Kenneth Leung is hospitality solutions leader with Avaya.

Presented by

1:30 – 3:30 p.m.

bOOt caMPsEffective Project Management in a Nutshell515 B | Course #LAHT10 | Code T

Make the transition from practitioner to project manager with this training on project planning, execution and oversight. Learn the solutions that lead to effective project management processes; helping it run efficiently, on time and on budget; and finally best practices in project closure.

Don Kim is founder and owner of Projectation.com.

A Map to System Selection Room 515 A | Course #LAHT11 | Code T

The responsibility of picking the next best thing has just been put in your inbox and off you go to make a decision. From meeting with the business owners, to approval of capital, to RFP, to final selection, there are several key milestones to hit along the way when making a system selection. Learn about the process of covering all your bases, so when a selection is made it guarantees a success.

28 HITEC 2014

MOND

AY 2:30 – 3:30 p.m.Recognizing Ethical Dilemmas: Where's the Line?Room 511 A | Course #LAHT12 | Code E

Within an effort to resolve a professional issue, you are likely to encounter an ethical dilemma that requires looking beyond the technical requirements of the job and toward moral ques-tions. Learn what constitutes an ethical dilemma and develop an awareness of ethical issues faced by today's professional manager.

Phillip Maltin is a partner with Gordon & Rees, LLP.

Wrangling Wi-Fi: Making Sense of the Latest Options Room 511 BC | Course #LAHT13 | Code T

Maximize guest satisfaction by offering Wi-Fi connections that don’t cause users to pause. This session will give an overview of the latest technologies including 802.11AC and 802.11U with hotspot 2.0. In addition, take a look at alternative technologies, such as Bluetooth beacons. Smoothly install a high-functioning Wi-Fi network by getting insight and best practices from experts.

Brennan Gildersleeve is director of global property technology with Starwood Hotels & Resorts Worldwide. Chris Headings is executive vice president with Sunray. Ted Watson is director of global hospitality solutions with Ruckus Wireless.

Sponsored by

Getting to Know Your Future Employees: The NextGen ProfessionalRoom 513 | Course #LAHT14 | Code T

Who are those employees on your payroll? What is their professional outlook? Human resources is one of the largest expenses for a hospitality organization, and it is to the benefit of the organization to understand how this next generation of employees views its professional role. Learn how to organize your recruitment and management style to fit in with the next wave of candidates.

Contract Review for ITRoom 514 | Course #LAHT15 | Code T

With every new system purchase, comes the mumbo jumbo of a vendor contract. Don’t proceed without clearly knowing what you’re agreeing to. Learn about what common issues are found within a boiler plate contract, when to get the legal depart-ment involved and how to protect yourself when executing a contract.

Greg Duff is the owner of Garvey Schubert Barer.

PCI-DSS 2.0 to PCI-DSS 3.0: What's in a Number!?Room 518 | Course #LAHT16 | Code T

Take a magnifying glass to the myriad changes and nuances be-tween PCI-DSS 2.0 and PCI-DSS 3.0, with an emphasis on how those changes and nuances impact hospitality and hospitality technology. With this update, review and understand what shifts are necessary in a hospitality enterprise's security con-trols and architecture, and what it means to be 3.0 compliant.

David Johnson, CHTP is director of information technology with the Washington Duke Inn & Golf Club, a member of the HFTP Global Board of Directors and a member of the HITEC Advisory Council.

3:15 – 3:45 p.m.Beverage BreakPetree Hall

HITEC 2014 29

MOND

AYOPeninG events

3:45 – 5:00 p.m.

º KEYNOTE º Place Your Security Efforts Toward the Real RisksPetree Hall | Course #LAHT17 | Code T

Douglas Merrill Former Google CIO

Thirty-five percent of CEOs cannot name any type of security breach, yet 80 percent believe they’ve had a breach in the past year. Data shows they haven’t. Yet we

respond by spending more money on security despite shrinking IT budgets and corporate returns. But is our data actually safer or is all this additional security just getting in our way? Having run security as the CIO of Google and CISO of Charles Schwab, managed PricewaterhouseCoopers’ west coast security practice, and researched the threat space as a RAND scientist, Merrill has managed and experienced the gamut of security practices from all angles. In this address, Merrill will teach the audience how to analyze security budgets to identify unmanaged risks that need attention and wasted spending that can be cut.

Douglas Merrill is the former CIO and vice president of en-gineering at Google, he oversaw a team of 1,500, as well as all aspects of technology, and several high profile projects. He is also the author of is the Getting Organized in the Google Era: How to Get Stuff Out of Your Head, Find It When You Need It, and Get It Done Right.

6:00 – 9:00 p.m.

º PARTY º Night at the Belasco Theater

Join HITEC for a kick-off that's "so LA." HITEC will be taking over the entire Belasco Theater, a landmark destination in Los Angeles, located just blocks from the LA Live complex. HITEC attendees can explore the

landmark destination from top to bottom as they visit with friends and colleagues, complemented with snacks, drinks and music from D.J. Myles Hendrick, a highly sought-after D.J. for many of L.A.'s A-list parties.

Party On! New for 2014 the HITEC Opening Party has been extended by one hour.

Sponsored by

Break out your smart phones or tablets to participate in this game that takes you on a quest throughout HITEC. Look for the special signs with QR codes located at the booths of participating exhibitors and throughout the conference. Scan the codes that link to questions, and each time you answer a question correctly you earn points.

Participate for a chance to win $500 and other prizes!Prizes Include:

Extreme Competitor — $500 Cash

Overachiever — Amazon Fire TV

Qualifier — FitBit

scan here tO Get started

lOOK FOr siGns with this lOGO tO Play

Booth #626

PARTICIPATING ExHIBITORS:

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30 HITEC 2014

tuesday, June 248:00 a.m. – 4:00 p.m.Registration OpenWest Hall Lobby

8:00 – 8:30 a.m.Beverage BreakPetree Hall

KeynOte

8:30 – 10:00 a.m.The Collaborative EconomyPetree Hall | Course #LAHT18 | Code T

Rachel Botsman Social Innovator and Author

Named by TIME as one of the “10 Ideas That Will Change the World,” global thought leader Rachel Bots-man will explain how the rapidly growing collaborative economy is

transforming production, finance, education and consumption. She focuses on the macro changes in consumer behaviors, taking us into a world where we value access over ownership, peer trust over institutional trust and a completely new relationship between buyers and sellers. She leaves audiences inspired by the scale of the disruption, but also with clear, practical insights about how companies of all shapes and sizes, from BMW to Marriott to GE, are moving into the collaborative economy.

Rachel Botsman is a global thought leader on the power of collaboration and sharing through digital technologies to transform the way we live, work and consume. She has inspired a new consumer economy with her influential book What's Mine is Yours: How Collaborative Con-sumption is Changing the Way We Live.

10:00 – 10:30 a.m.Keynote Meet and Greet with Rachel BotsmanHFTP Membership Lounge, West Hall Lobby

Take this opportunity to meet Rachel Botsman in person. First 25 guests are eligible to receive a copy of her book What's Mine is Yours: How Collaborative Consumption is Changing the Way We Live. Copies based upon availability.

10:00 a.m. – 4:00 p.m.Exhibits OpenWest Hall

sche

dule 8:00 a.m. – 4:00 p.m.


8:00 – 8:30 a.m.Beverage Break | Petree Hall

8:30 – 10:00 a.m.

keynoteThe Collaborative Economy | Petree Hall


10:00 – 10:30 a.m.Keynote Meet and Greet with Rachel BotsmanHFTP Membership Lounge, West Hall Lobby




3:30 – 5:00 p.m.

super sessionsº Mobility and Your Guests | Room 515 A

º Distribution and Disruption: The New Normal in Hospitality | Room 515 B

4:00 – 5:00 p.m.technology showcaseBuilding the Digital Hotel of the Future | Room 513

32 HITEC 2014

tues

day 10:30 a.m. – 2:45 p.m.

Exhibitor TutorialsWest Hall, Back of Aisle 700

Information on exhibitors' products and services in a non-sales environment. A description of Tuesday's Exhibitor Tutorials are on page 44.

11:00 – 11:15 a.m. • 2:00 – 2:15 p.m.Tech TalksWest Hall, Booth #455

Quick 15-minute, free-form education sessions available to all attendees. A description of Tuesday's Tech Talks are on page 33.


3:30 – 5:00 p.m.

Mobility and Your GuestsRoom 515 A | Course #LAHT25 | Code T

Build a full mobile platform that will benefit both your employees and guests. This session will outline the archi-tecture of a full mobile system that supports F&B, sales, and guest entertainment and activities; including the type of infrastructure needed to support guest mobility. Also learn about the nuances between urban vs. resort properties and indoor vs. outdoor use.

Moderator Nelson Garrido, CHTP is vice president of IT service and delivery with Interstate Hotels & Resorts and a member of the HITEC Advisory Council. Rajiv Castellino is chief information officer with Great Wolf Resorts. John Edwards is vice president of IT with Dolce Hotels & Re-sorts, Jeffrey Stephen Parker is vice president of technol-ogy with Stout Street Hospitality. Matthew Seim is senior vice president of IT with Sage Hospitality.

Sponsored by

Distribution and Disruption: The New Normal in HospitalityRoom 515 B | Course #LAHT26 | Code T

Distribution has now extended well beyond shopping and buying with mobile devices offering end-to-end trav-el services. Transaction sites have extended well beyond the traditional online travel agency with new players like AirBnB and VRBO adding supply to major hotel markets without building a single new hotel. How is search evolv-ing? What further disruption can we anticipate and how will hotels and consumers react? The hotel industry’s customer acquisition costs continue to rise along with third party market caps. Where is it headed? This session will shed some light on how distribution is evolving and provide some insights and perspective for small chains, independents and large brands.

Moderator Cindy Estis Green is co-founder and CEO with Kalibri Labs, an inductee to the HFTP International Hospi-tality Technology Hall of Fame and a member of the HITEC Advsiory Council. Robert Cole is chief executive officer with RockCheetah. Lew Harasymiw is director of connectivity solutions with TripAdvisor. Valyn Perini is senior vice presi-dent with Kalibri Labs. Andrew Rubinacci is vice president of distribution and intermediary sales with InterContinen-tal Hotels Group. Susan Weigel is vice president of revenue management and distribution with Denihan Hospitality.

Sponsored by

Co-produced with

4:00 – 5:00 p.m.

Building the Digital Hotel of the FutureRoom 513 | Course #LAHT27 | Code T

How do you build the digital hotel of the future? It all starts with the network. In this session, you’ll learn how the Hyatt Regency Santa Clara is maximizing the poten-tial of their Wi-Fi infrastructure to turn the dream of a truly connected hotel into reality. By using revolutionary digital and mobile technologies including location-based services, analytics and personalization, this innovative hotel is enhancing the guest experience like never before. Join us and discover how to unleash the power of your wireless network.

Dania Duke from Hyatt Hotels Corporation. George Manuelian of Cisco.

Presented by

Tech Talks

HITEC 2014 33

Quick 15-minute, free-form education sessions available to all attendees. All Tech Talks are in the HFTP Booth #455 in West Hall.

11:00 – 11:15 a.m.System Adoption: Realizing a Return On Your Software Investment

All too often, system updates and new system implementa-tions are introduced into hotels yet the benefits promised by the changes fail to be realized. That’s because when it comes to system adoption, the “front line” is the bottom line. As pro-cesses and systems change, people need to change their way of doing things. Let's take 15 minutes to discuss the top five tactics towards a successful rollout.

Daniel Johnson is COO with Venza Group, Inc.

The Impact of Google Glass for Hospitality and Tourism

Google Glass is an innovative wearable computer device that includes an "Optical Head-Mounted Display (OHMD)" that can be integrated to mobile devices and be connected to the Internet to share and connect with others using voice com-mands. When companies such as Google create innovative new technologies such as Glass, it is vital that hospitality industry researchers and practitioners explore this technology to better understand its future applications and implications. Hear from a participant in the Google Glass Explorer Program who has conducted research on the use of Glass in the hospitality and tourism industry.

Ajay Aluri, Ph.D. is an assistant professor with West Virginia University.

Location-based Application iBeacon: The New Opportunity in Mobile Guest Service and Engagement

Learn how to use IBeacons and GeoFencing at event venues and hotels. Also, see how iBeacons will be used to provide bet-ter customer services and on time information.

Niraj Shah is chief executive officer with Entech Solutions.

Making Sense of Big Data: The Case for a Hotelier Dashboard

What can hoteliers do with big data from operational and guest facing systems? First, maybe visualize them in a mean-ingful way to assess KPIs and SLA statuses for instance (or automatically be notified when certain thresholds are reached). Second, extract reports for decision making processes. What would be the use cases and needs hoteliers expect from such a dashboard?

Thomas DiGiacomo is with Swisscom Hospitality Services.

2:00 – 2:15 p.m. Optimizing and Monetizing Your Guest Internet

As business travelers carry more devices and access more streaming media and videoconferencing, per-user bandwidth consumption will increase exponentially in 2014. Join us as our Eleven executives show you how to stay ahead of demand and find ways to monetize guest Internet to deliver a return on investment.

Coleen Carey is vice president of marketing for Eleven. Dan Lulich is chief technology officer with Eleven.

Sustainable Autonomous Mobility Robotics

Sustainable Autonomous Mobility Robotics has changed industries like manufacturing, healthcare and logistics, and now they are coming to our streets, campuses and resorts. From the military to college campuses to city centers, a new mode of transportation is revolutionizing the way we travel. Soon, resorts will be using automated vehicles to shuttle people, transport luggage and make deliveries on a resort — they can even provide security. Hear about cost effective solutions using automated (driverless), 100 percent electric vehicles as campus shuttles that provide better guest service and safer operations.

Corey Clothier is business development strategist with Induct.

Partnering for Success: How TripAdvisor and Technology Partners Raised the Game for Independent Hotels

Prior to last fall, the ability to appear in TripAdvisor’s hotel pricing and availability search was reserved for online travel agencies and large hotel chains. But that all changed with the launch of TripConnect, which allows independent properties to participate in this CPC model, capturing a whole new avenue for direct bookings. How was the world’s largest travel site able to level the playing field for hundreds of thousands of proper-ties with TripConnect? By integrating with dozens of Internet booking engines to surface property rates and availability. Hear how the API works, what technical hurdles arose, how the de-velopment team has overcome the challenges and what is next on the horizon for TripAdvisor.

Lew Harasymiw is director of connectivity solutions for TripAdvisor.

Gamifying Staff Performance to Improve Guest Experience

Learn how to take advantage of mobile analytics and data to offer intelligent recommendations to guests and help bump onsite revenue. This can be done through cloud-based and integrated applications.

Ken Marold is head of innovations with Monscierge.

tues

day

34 HITEC 2014

wednesday, June 258:00 a.m. – 4:30 p.m.Registration OpenWest Hall Lobby


Sponsored by

8:30 – 9:30 a.m.

Morning Jam: Design and Build the Software Product of Your DreamsRoom 513 | Course #LAHT28 | Code T

Join this interactive session to work with your peers on ideating and developing the future of hospitality technol-ogy products. This session will kick off day three of HITEC and will last through the week with meetups and virtual content. This is an experiential learning opportunity that is hosted by facilitation experts. Please join us if you are serious about advancing your career and our industry. Breakfast will be served.

Dan Berger is chief executive officer for Social Tables. Trevor Lynn is chief marketing officer for Social Tables.

Presented by

8:30 – 10:00 a.m.

TechTours — Up-close Look at What's on the MarketMeet at Entrance to West Hall | Course #LAHT29 | Code T

Before the exhibit hall even opens, take a guided tour to visit a small group of exhibitors who specialize in a specific technology category — either Big Data, Business Intelligence and Data/Credit Card Security. The tour takes you to four different booths for a 15 minute presentation. At each stop, the exhibitor demonstrates a unique aspect of the product to help educate tour participants on the capabilities of technologies in the marketplace.

sche

dule 8:00 a.m. – 4:30 p.m.



8:30 – 9:30 a.m.technology showcase Morning Jam: Design and Build the Software Product of Your Dreams | Room 513

8:30 – 10:00 a.m.super sessionsº TechTours: Up-close Look at What's on the Market Meet at Entrance to West Hall

º Guestroom Technology: What Do Guests Really Want and What Should They Want | Room 515 A

º Search, Social, Mobile: The Challenges of Managing Customer Acquisition and Pricing | Room 515 B





2:45 – 3:45 p.m.º The Mission of Motion: Priorities for Enterprise Mobility

Room 511 A

º PII/Data Protection: How Far Does the Data Reach?Room 511 BC

º Managing BYOD In Your Corporate EnvironmentRoom 513

º Bandwidth: Is Enough Ever Enough? | Room 514

º Reputation Management: To Be or Not to Be (In Control) | Room 518


4:15 – 5:15 p.m.º Birds of a Feather | Room 511 A

º Pitching Your Project | Room 511 BC

º Leveraging BYOD, Empowering Your Guest and Yielding Guest Behavior | Room 513

º Career Path to the Top: Skill Sets That Take You to a Top-level Position | Room 514

º DRM in the Cloud: A New Approach to Disaster Recovery Room 518

HITEC 2014 35

wedn

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y8:30 – 10:00 a.m. continued

Guestroom Technology: What Do Guests Really Want and What Should They WantRoom 515 A | Course #LAHT30 | Code T

Technology gadgets come with a lot of sparkly, bells and whistles which make it hard to see past the flash to the practical nature of the device. Skip the temptation to outfit your guest room with unnecessary technology by identifying what guests really use today and where these uses will trend in the coming years. Make investments that will hold for the long-term.

Moderator Terence Ronson is managing director with PertLink Limited and a member of the HITEC Advisory Council. Fred Crespo is the director of technology and busi-ness development with Samsung Electronics. Josh Weiss is vice president of brands and guest technology with Hilton Worldwide.

Search, Social, Mobile: The Challenges of Managing Customer Acquisition and PricingRoom 515 B | Course #LAHT31 | Code T

Just when you think you know what is happening in the digital world, it changes. Social is morphing into search, everything is moving to mobile platforms and determining which sites really drive your business becomes essential with so many involved in the hotel sales process. What are the implications for price optimization? How can a small chain or independent find a place in this marketplace? What are the challenges facing the large brands? This session will discuss the ways that hotels can cope with a burgeoning array of digital opportunities.

Moderator Cindy Estis Green is co-founder and CEO with Kalibri Labs, an inductee to the HFTP International Hos-pitality Technology Hall of Fame and a member of the HITEC Advisory Council. Rogers Ares is vice president of global analytics with Hyatt Hotels Corp. Chris Brogan is vice president of strategy and analytics for Hyatt Hotels Corp. Kristie Goshow is senior vice president with the Viceroy Hotel Group. Loren Gray is vice president of digital strategy with Standing Dog Interactive.

Co-produced with

36 HITEC 2014

wedn

esda

y 10:00 a.m. – 3:00 p.m.Exhibits OpenWest Hall

10:30 a.m. – 2:45 p.m.Exhibitor TutorialsWest Hall, Back of Aisle 700

Information on exhibitors' products and services in a non-sales environment. A description of Wednesday's Exhibitor Tutorials are on page 45.

11:00 – 11:15 a.m. • 2:00 – 2:15 p.m.Tech TalksWest Hall, Booth #455

Quick 15-minute, free-form education sessions available to all attendees. A description of Tuesday's Tech Talks are on page 37.


Sponsored by

2:45 – 3:45 p.m.The Mission of Motion: Priorities for Enterprise MobilityRoom 511 A | Course #LAHT38 | Code T

Keep important operational details close at the hands of management with a mobile corporate dashboard. See what elements are involved, including definitions of key data sets required from in-house legacy systems; as well as which external data sources can be included. This session will also review how a mobile corporate dashboard can contribute to increased revenue and help guest-facing staff deliver a better guest experience.

Bernard Ellis is vice presdient of industry strategy with Infor and Ronald Strecker, CHAE, CHTP is chief financial officer with Al J. Schnieder Company.

PII/Data Protection: How Far Does the Data Reach?Room 511 BC | Course #LAHT39 | Code T

Identification and evaluation of information assets, including personally identifiable information (PII), is a critical success factor in selecting risk controls. To begin, create the building blocks to risk control by establishing data handling standards. From there examine how far the data reaches and implement security controls in these areas, including the use and collection by third parties and all technology users within the operation.

Lynn Goodendorf , CISSP, CIPP is director of information secu-rity with Mandarin Oriental Hotel Group.

Managing BYOD In Your Corporate EnvironmentRoom 513 | Course #LAHT40 | Code T

There is really no stopping the wave of BYOD within the cor-porate environment as work flow shifts to mobile applications. Take a proactive approach by being aware of the risks, under-standing the evolution of mobile devices and leveraging their use correctly.

John Marshall is chief executive officer with AirWatch by VMware.

Bandwidth: Is Enough Ever Enough?Room 514 | Course #LAHT41 | Code T

It never fails, just when you install a bandwidth upgrade, you once again start feeling the pinch of limited space. How can you get a pipeline that will serve for years? Start by setting general rules for assessing bandwidth needs based on the hotel size, market and clients. Then see what options are available to allow for further upgrades. Also see what flexible options you have in the meantime, like aggregating higher end with lower end to manage failover situations.

Kathy Spellacy is IT project manager with White Lodging Services. Dan Verkuehlen is hotel technology manager with TMI Hospitality.

Reputation Management: To Be or Not to Be (In Control)Room 518 | Course #LAHT42 | Code T

In a digital world overwhelmed by online commentary, how can a hotel realistically and effectively manage its online reputation? Take control by using best practices for managing consumer reviews, creating appropriate marketing strategies, incorporating feedback back into operations, and understand-ing if or how social commentary should alter pricing practices.

Ellis Connolly is vice president with Trust You. Paul Wood is vice president of revenue management with Greenwood Hospitality Group.

Co-produced with


Sponsored by

Tech Talks

HITEC 2014 37


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11:00 – 11:15 a.m.Beyond the Cloud

A talk on security, with a focus on credit cards and PCI compli-ance. Some of the fear of moving to the cloud is the fear of security, which really is fear of the unknown. Did you know that you are actually safer going into the cloud? We’ll take a look at some of the aspects of what you need to consider when going through your PCI compliance checklist.

Larry Gorman is senior director of IT with SkyTouch Technology.

Emerging Trends in Immersive Media

Explore the evolution of the Web and mobile, from the writ-ten word and still images to the boom in bandwidth and its ramifications on emerging technologies that bring the hospital-ity industry to life online. Gain a quick summary overview of various platforms in use and the future of virtual exploration technologies.

Greg Murtha is president with XplorIT Multimedia Technologies.

Digital Print

As more and more guests bring their own mobile devices, why do hotels still serve printed newspapers, magazines and in-room compendium to guests? Foli is a platform that enables hotels to serve digital newspapers, magazines and the hotels' own content on guests' own mobile devices during guests' hotel stay. It is very easy for hotel to provision Foli service and it is very simple for guests to use the service. With Foli service, hotels can improve guest experience, reduce cost, generate more venue and go green!

Henry He is founder and chief executive officer with Foli.

2:00 – 2:15 p.m. Mobile Proximity Opens Doors… and a Whole LOT More

Every travel brand wants the ability to offer the elusive, highly compelling “something extra” that travelers come to prefer and will recommend to their friends. Could it be that the key is right under your nose — or more accurately, in your guest’s pocket? Every day it becomes clearer just how much the smartphone is revolutionizing the world. What if guests could use the computer in their pocket to bypass the hotel check-in counter, securely open their door without the traditional room key, and adjust cli-mate and TV preferences? What if this was just the beginning of what they were able to do and a premise-based ecosystem could actually open the door to lifelong, loyal patrons of your brand?

Ken Brown is president and chairman with the Y!kes Corporation.

Hospitality Moves Into the Business Intelligence Revolution

The availability of true Business Intelligence Platforms is no longer limited to the large enterprise, IT centric organizations. The global shift to cloud computing, coupled with a considerable drop in the cost of “Big Data” management platforms is revolu-tionizing the landscape of the hospitality marketplace. Access to these new, affordable and cognitive intelligence platforms has, for the first time, opened the window for true performance vis-ibility into the past, the present and most importantly the future.

Randy Choplin is chief executive officer with Broadvine.

Security Beyond Compliance

Recent breaches prove that PCI compliance is no guarantee of security. In many ways, this “checkbox security” mindset actually hampers IT security. Don’t be the next target for data thieves. This session focuses on the need for Security Beyond Compliance® and introduces tools currently available to remove payment card data without sacrificing business functionality.

Bob Lowe is vice president of business development with Shift4.

Creativity + Innovation = Increased Branding and Revenue

Deliver everlasting guest experiences using innovative tech-nologies like digital signage, Bluetooth Low Energy, inexpensive Beacons, mobile device connectivity and more. Explore how these technologies are being used today for creating additional brand identity and revenue opportunities using indoor way-finding, party member/ID guest check-in solutions, customiz-able cloud message creation and scheduling for digital signs (staff), guest service notifications (in-room, restaurant, spa, etc), augmented reality in mobile applications, BYOD guest devices and more. With connectivity of all devices, all screens, all plat-forms now the expectation, it is more important than ever to understand how you can provide what your guest expects.

Chris Ruff is chief executive officer with UIEvolution, Inc.

38 HITEC 2014

wedn

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y 4:15 – 5:15 p.m.Birds of a FeatherRoom 511 A | Course #LAHT43 | Code T

Geek out on all your favorite tech topics with others who can talk the talk right back. In this informal session, meet profes-sionals from across the industry who share your passion and distinctive work experiences in a relaxed social environment. This free form gathering is conducive for discussing issues and trends, and perhaps developing resolutions together. Refresh-ments will be served to make this a true networking session. Take this opportunity to come meet your fellow birds of a feather.

Moderator Allison Morris, CHTP is corporate director of IT for American Casino & Entertainment Properties LLC.

Sponsored by

Pitching Your ProjectRoom 511 BC | Course #LAHT44 | Code T

You've done the research and are confident that your project will be a needed addition to the organization. But how do you convince the rest of the team? Learn how to effectively get oth-ers on board by knowing your audience (who are you pitching to), the approximate ROI and the organization's fiscal cycle. In this session a panel of experts will discuss their own methods for presenting a project to get all on board.

Leveraging BYOD, Empowering Your Guest and Yielding Guest BehaviorRoom 513 | Course #LAHT45 | Code T

Mobile devices are increasingly becoming an inseparable part of our daily lives. This is also true for your hotel guests and their ever evolving expectations. This session will introduce you to the latest in guest-based BYOD services and applications. The panel of experts will discuss trends in BYOD related guest behavior, opportunities on yielding guest behavior, empowering your guest through BYOD to enhance the overall experience and gain a competitive edge.

Moderator Galen Collins, Ph.D. is a professor with Northern Arizona University. Kerry Brock is vice president of sales with the RSI Group. Thomas Castleberry, MCSE, MCSA, MCT, MCP is executive vice president and COO with Skywire.com. Jeremiah Karl is point of sale business manager with Hewlett Packard.

Career Path to the Top: Skill Sets That Take You to a Top-level PositionRoom 514 | Course #LAHT46 | Code T

A career path in hospitality technology doesn’t always follow a straight line, and getting to a top-level position doesn’t always come along the same road. But there are particular experiences and skills that can help lead you to the top. Explore what areas you should be well-versed in when looking to take on more responsibility within your organization. Learn about the career paths and choices made by a hospitality technology veteran and how you can modify your own career to get where you want in the hospitality technology field.

Scot Campbell, CHTP is vice president of IT connectivity and communications for Caesars Entertainment.

Sponsored by

DRM in the Cloud: A New Approach to Disaster Recovery Room 518 | Course #LAHT47 | Code T

Don’t take a set it and forget it approach to your disaster recov-ery plan. It is imperative that you revisit it often to make sure it is as effective as possible based on your enterprise’s current situation. Get the basics on what should be considered within your disaster recovery management, then see how new tech-nologies, such as cloud computing, can be incorporated. The session will compare traditional vs. new approaches, including the economics of the two.

Ayikudy Srikanth is chief technology officer with Passkey, Now A Part of Lanyon.

40 HITEC 2014

thursday, june 268:30 a.m. – 2:00 p.m.Registration OpenWest Hall Lobby


9:00 –10:00 a.m.

Emerging Trends in Hospitality MarketingRoom 513 | Course #LAHT48 | Code T

Rapid growth in technology has quickly changed the way we consume content and redefined the way we interact with media. Subsequently media delivery systems are evolving rapidly. The average consumer is inundated with promotional messaging 24/7/365 so when you get some-one’s attention you want to keep it. Expanded bandwidth capacities combined with new geocoded media tech-nologies are resulting in the real life version of your kids gaming experience and creating a new genre in the field of content management and consumer engagement.

Greg Murtha is from XplorIT Multimedia Technologies

Presented by ITX

sche

dule 8:30 a.m. – 2:00 p.m.



9:00 –10:00 a.m.technology showcase: Emerging Trends in Hospitality Marketing | Room 513

9:00 – 10:30 a.m.

super sessionsº CIO vs. CMO | Room 515 A

º Big Data: Making it Work for Hotels AND Guests Room 515 B


11:00 – 11:15 a.m. • 11:45 a.m. – 12:00 p.m.Tech Talks | West Hall, Booth #455

1:30 – 2:00 p.m.º Beverage Break | 500 Level

º Keynote Meet and Greet with Eric O'Neill HFTP Membership Lounge, West Hall Lobby

2:00 – 3:30 p.m.

super sessionsº Non-techies Town Hall Meeting | Room 515 A

º Futuristic Technology | Room 515 B


3:45 – 5:00 p.m.closing keynoteCorporate Security: The Top 10 Things You Should Be Doing to Secure Your Company | Petree Hall

Tech Talks

HITEC 2014 41


11:00 – 11:15 a.m.Using Technology to Reduce Operational Expenses

In hospitality, there are three main practices that can reduce expenses: increase revenue, enhance the guest experience and improve operational efficiencies. Automating procure-to-pay business processes can drastically reduce operating expenses, increase efficiencies, create financial control and improve compliance, both internally and externally. See how the right technology can help hotels achieve better business processes and positively impact their bottom line.

Ellen Taylor is director of sales and marketing for BirchStreet Systems.

Trash 3.0

Most hotel chains have to deal with multiple waste and recycling haulers, which are notorious for assessing unsubstan-tiated surcharges. See how an invoice audit engine returned over $3.2 million to enrolled properties last year at no-fee. Also reduce operating risk by assigning two account managers for single-point-of-contact customer care, which offers the best incident response time and cure. Finally, with the massive buy-ing power that comes with thousands of properties, the system offers free contract management, free property/portfolio waste reports and free hauler invoice retention.

Jonathan Gael is regional vice president with Refuse Specialists

Mobile Security

Mobility is transforming the hospitality industry by enhancing productivity and enabling higher guest satisfaction. Embracing mobility enables greater flexibility and productivity, but also introduces security risk to corporate and consumer data. Learn how hospitality organizations can embrace mobility, while se-curing devices, private customer information and sensitive data in a connected mobile ecosystem to give each employee the information, applications and content they need, without risk of data loss or exposed information.

John Marshall is CEO with AirWatch by VMware.

ERP in Hospitality

The power of ONE. In this session you will understand how a fully integrated ERP platform consolidates data, reduces costs and creates a seamless guest experience. Successfully operat-ing in chains and resorts, Cenium will reshape the way you approach technology.

Terry Price, CPA, CHAE, CHTP is vice president of product management with Cenium, an HFTP Global Past President and a member of the HFTP Executive Vendor Advisory Council.

11:45 a.m. – 12:00 p.m.Sentiment Analysis Now With Social Feeds

Applying social feeds to sentiment analysis reporting and how to use the data to improve the guest experience.

Matthew Kelly is a data scientist with ZDirect.

Enhancing the Guest Experience Through Employee Retention

Hoteliers often select new staff based on tangibles such as de-grees and years of experience in the industry, but these factors do not indicate how an employee will perform when interacting with guests. Hospitality companies should look to the latest in human resource management technology in order to accurately assess the behavioral traits of potential and existing employees, and place them in roles where they will be most successful.

Bernard Ellis is vice president of industry strategy with Infor.

Interactive Technology for Today's Global and Mobile Travelers

The guest in room 206 speaks Arabic and needs directions quickly. The penthouse suite VIP speaks Mandarin and needs a five star restaurant with private dining for 12. Today's global travelers want service in their own language, and today's innovative technology makes it possible to offer interactive, multilingual concierge services in more than 50 languages — right inside each guest-room. Best of all: the technology can pay for itself with the futuristic development of digital content recognition. Sovee shares a live demo of how this "tomorrow" technology is making today's hotels "borderless."

Scott Gaskill is president with Sovee.

Update on the HFTP Global Hospitality Accounting Common Practices

Get a quick overview of HFTP's Global Hospitality Accounting Common Practices — a project that’s been years in the making and is ready for a demo. Hear what a multi-national team of hospitality management experts have found in internationally researching practices at lodging properties. The information collected is focused primarily on operating statements and key financial performance indicators to highlight examples of cur-rent practice in regions across the globe. The database provides an overview of common practices, together with explanations for regional variations from accepted international industry standards. Don’t miss this introduction to a resource that could change the hospitality finance industry as a whole.

Tanya Venegas, MBA is executive director of the HFTP Research Institute and HFTP Fellow at the University of Houston.

thur

sday

42 HITEC 2014

thur

sday 9:00 – 10:30 a.m.

CIO vs. CMORoom 515 A | Course #LAHT49 | Code T

Explore the dynamic between the marketing people who are driving technology initiatives vs. the technology people who are making sure they actually work. There is undoubt-edly conflict. The need for marketing and technology to work closely together is a new challenge and one that hasn’t necessarily been the case before. The panel will feature CMO/CIO pairs from three different segments: destination/resort, independent and a brand. Hear them share best practices and their visions on how to make this relationship work

Richard Siegel is president and publisher with Hospitality Upgrade, a member of the HITEC Advisory Council and an inductee to the HFTP International Hospitality Technol-ogy Hall of Fame. Martin Stanton is CIO with Destination Hotels & Resorts. Ronald Strecker, CHAE, CHTP is CFO with Al J. Schneider Company.

Big Data: Making it Work for Hotels AND GuestsRoom 515 B | Course #LAHT50 | Code T

Big data has many meanings — for customers, for sup-pliers — but what does it mean for hotels? The hotel industry has loads of data in many, many databases across properties, brands and management companies, and hotel guests are adding to the universe of data every day via their interactions with social media, retailers and other travel providers. What does big data look like to a hotel guest? What's the best way to manage and utilize the data we already have plus other data out there about hotel guests to provide better guest experiences and offer more appropriate products at appropriate prices to generate revenue without adding unaffordable overhead and costs? This session will help dispel some big data myths and give attendees some ideas about how to best use their own data sources, and understand the value of external data sources.

Moderator Valyn Perini is senior vice president with Kalibri Labs. Layton Han is CEO with ADARA. Olivier Jager is chief executive officer with ForwardKeys Michael Toedt is chief executive officer with Toedt, Dr. Selk & Coll. GmBH.

Co-produced with

10:00 a.m. – 2:00 p.m.Exhibits OpenWest Hall

11:00 – 11:15 a.m. • 11:45 a.m. – 12:00 p.m.Tech TalksWest Hall, Booth #455

Quick 15-minute, free-form education sessions available to all attendees. A description of Thursday's Tech Talks are on page 41.


Keynote Meet and Greet with Eric O'NeillHFTP Membership Lounge, West Hall Lobby

Take this opportunity to meet Eric O'Neill in person. First 25 guests are eligible to receive a DVD copy of Breach. Copies based upon availability.

2:00 – 3:30 p.m.

Non-Techies Town Hall MeetingRoom 515 A | Course #LAHT51 | Code T

All week we've heard from the technologists, now it's time to hear from the non-techies. Come listen to operations and finance associates answer questions on the handling of technology in hotels. Panelists will be presented with a set of pre-selected questions, and then the question session will be opened up to the audience to address how these non-techies can help techies do their job better.

Moderator Richard Tudgay is vice president of technology with Omni Hotels & Resorts and a member of the HITEC Advisory Council. Paul Gardian is executive director of brand operations and environmental officer with Delta Ho-tels and Resorts. Dan King is area managing director with Starwood Hotels & Resorts.

Futuristic TechnologyRoom 515 B | Course #LAHT52 | Code T

Step into a time machine as you travel to the future to explore the possibilities, along with realities, of coming hotel technology. The session will explore what’s in store for booking, in-room entertainment, guests’ technology wants and needs, and more.

Moderator Mike Dickersbach, CHTP, MCP, NICE is vice president of technology with Thayer Lodging Group, Brookfield Hotel Properties and a member of the HITEC Advisory Council. Simon Eng is vice president of information technology with CTF Development, Inc. Brian Garavuso, CHTP is executive vice president and CIO with Diamond Resorts International. Nelson Garrido, CHTP is vice president of IT service and delivery with Interstate Hotels & Resorts and a member of the HITEC Advi-sory Council. Darrin Pinkham is chief technology officer with Highgate Hotels. Jeff Weiland is with Samsung Electronics.

HITEC 2014 43

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clOsinG KeynOte

3:45 – 5:00 p.m.Corporate Security: The Top 10 Things You Should Be Doing to Secure Your CompanyPetree Hall | Course #LAHT53 | Code T

Eric O'Neill Former FBI Operative

Companies and individuals need to think like spy hunters in order to protect themselves from fraudsters, hackers, cy-ber criminals, spies, identity thieves and an assortment of other bad actors. For-

mer FBI agent and security expert Eric O’Neill, will explore a number of steps corporations and individuals can take to secure critical information, including counter espionage techniques, addressing the trusted insider problem, surviv-ing social media, the importance of diligence, and

themed for a robust cyber security strategy. Throughout the presentation he will weave stories from his experience as a security advisor, attorney and FBI operative to provide entertaining case examples.

O'Neill began his career in the FBI as a graduate of the FBI's Intelligence Program. He spent the first five years of his career as a special surveillance group field operative. He transitioned from field operative to direct undercover work. In 2001, Eric O'Neill helped capture the most notorious spy in United States history: Robert Hanssen, a 25 year veteran of the FBI.

About HITEC Topic and Speaker SelectionDue to HITEC’s importance to the industry as the premier hospital-ity technology conference in the world, speaking at HITEC is seen by some companies who sell hospitality technology products and services as a great competitive advantage. In order to ensure fair-ness to all exhibiting supporters and to fulfill the commitment to provide high quality non-sales oriented and balanced educational sessions, speakers whose companies sell products and services may not promote what their companies offer, but must speak generally.

All HITEC educational topics and speaker selections are deter-mined by the HITEC Advisory Council in an independent format, based on the attendees’ needs. These volunteers have worked diligently for over a year to provide this year’s attendees the best possible educational programming. Members of this year’s council may be found on page 4 of your program.

Although our screening processes are designed to ensure inde-pendent educational experiences, there are rare instances when a speaker representing a specific product or service presents a biased session during the educational program. In the event that this were to occur, attendees should note that the bias was unclear when they were selected to participate. Additionally, their partici-pation should not be seen as an endorsement by HFTP, HITEC or the HITEC Advisory Council for their product, service or company.

Important Antitrust PrecautionsWhenever competitors within an industry gather together, appropri-ate care must be exercised to assure that violations of antitrust laws do not take place.

All attendees of this meeting should avoid any collusive practices or discussions. Collusion is an agreement to commit fraud, and most usually evidenced in the following antitrust violations:

•Productboycott,

•Restrictivemarketallocation,

•Refusaltodealwithathirdparty,and

•Pricerestrainingactivities.

There need not be written or verbal agreement to fraud; conversa-tions regarding any of these sensitive areas may be construed as implicit violations.

In summary, one should avoid discussions of pricing, such as the prices you pay and charge, including labor costs, market share and allocation, quality ratings of products or suppliers — particularly those which may cause a competitor to lock out or to cease purchas-ing from a specific supplier, and any other areas which might have anti-competitive repercussions.

For your protection and the protection of your company, HFTP rec-ommends that should one of these subjects be brought up, it would be in your best interest to voice your objection to it and to disassoci-ate yourself from the discussion if it continues.

3:15 – 3:45 p.m.Beverage BreakPetree Hall

Page Head

44 HITEC 2014

Exhibitor tutorialstu

esda

y

10:30 – 11:00 a.m.Passive Optical Networks in HospitalityCourse #LAHT19 | Code T

Vision TechnologiesAl Saxon • Senior Vice President

An overview of passive optical networks in the hospitality mar-ket. A look at how hoteliers can lower installation and opera-tional costs, while delivering full voice, data and video services to the guests. A case study will be presented.

11:15 – 11:45 a.m.PCI vs. PII... and Why You Need To Know!Course #LAHT20 | Code T

Venza Group, Inc.Marion Roger • Vice President of Business DevelopmentDaniel Johnson • Chief Operations Officer

If the Pentagon can be hacked, how safe is your hotel’s guest data (aka PII)? Top of the line "physical protection" may well be in place, but malicious individuals and untrained employees are the real threat. Drop in and learn more.

12:00 – 12:30 p.m.The Ins and Outs of eProcurementCourse #LAHT21 | Code T

ReactorNet TechnologiesAnthony Kylitis • Vice President of Marketing and Co-founderNathan Waltrip • Director of Business Development

In this session, attendees will learn the basics of eProcure-ment. We will examine eProcurement from both a business and technological perspective. Attendees will come away with a better understanding of the jargon used by solution provid-ers, how the technology might affect operations and vendor relations, and ultimately whether or not they can benefit from implementing eProcurement in their organization.

Earn additional continuing education credit towards the CHAE and/or CHTP designations by attending the educational sessions offered during exhibit hall hours. These sessions are open to all registration categories.

All tutorials are located in West Hall, Back of Aisle 700

12:45 – 1:15 p.m.What Dangers are Lurking in Your Hotel’s Spreadsheets?Course #LAHT22 | Code T

Evention LLCMike Baldinger • Co-founder

Ninety percent of your spreadsheets have errors! If Excel spreadsheets could be the root cause of a $6 billion loss at JPMorgan, should all of us in hospitality by paying more atten-tion to our spreadsheets’ DNA?

1:30 – 2:00 p.m.Revenue Optimization and ProfitabilityCourse #LAHT23 | Code T

RainmakerChris Clement • Director of SalesJohn Wallace • President, Gaming and Hospitality

Optimizing available room prices to help clients ensure con-sistent space availability for their best customers, resulting in maximized revenue and profitability.

2:15 – 2:45 p.m.Data to Information to DashboardsCourse #LAHT24 | Code T

Datavision Technologies, Inc.Sherry Marek • Vice President

What data do you need on a daily basis to make informed decisions? This presentation will discuss the various opportuni-ties to view 360 degrees of data within your organization. All systems, all data and in easy to read formats.

HITEC 2014 45

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y10:30 – 11:00 a.m.Cure Your Insomnia with Workforce ManagementCourse #LAHT32 | Code T

KronosPhyllis Webb • Presales ConsultantMary Kay Heffernan • Sales Executive

Your guests aren’t the only ones who deserve a good night’s sleep. But in the face of rising labor cost, increased compli-ance risk and decreasing brand loyalty, doing so is easier said than done. But it doesn’t have to be. When your employees, managers and corporate management are armed with the right tools, you can gain efficiencies necessary to maintain healthy margins without sacrificing the guest experience. Join this ses-sion to understand how you can tackle stay awake issues like ACA compliance and employee engagement, while improving organizational effectiveness and profitability.

11:15 – 11:45 a.m.Bridging the Offline and Online WorldsCourse #LAHT33 | Code T

ClairvoyixMike Schmitt • Chief Executive OfficerLisa Phillips • Vice President of Professional Services

Learn how Clairvoyix is using the latest marketing automation technologies to take transactional data (e.g. PMS data), online (web navigation) data and propensity models (from leading consumer data companies) to drive the highest possible returns from direct marketing campaigns.

12:00 – 12:30 p.m.Guestroom Energy Management Course #LAHT34 | Code T

Verdant Environmental TechnologiesMichael Serour • Vice President of Sales and Marketing

An effective guest room energy management system can reduce a hotel's energy expenses, without compromising guest comfort.

12:45 – 1:15 p.m.eSignatures and PCI Compliant Payments to Close Business FasterCourse #LAHT35 | Code T

Sertifi and Merchant LinkJohn Stojka • Co-founder of SertifiChristian McMahon • Senior Product Manager of Lodging Solutions at Merchant Link

Discover the many benefits of using eSignatures within the hospitality industry. Shorten your contract process while reduc-ing operating costs and enhancing the customer experience. In addition, find out how you can become PCI compliant and col-lect customer deposits and payments right after an agreement is electronically signed.

1:30– 2:00 p.m.Gateway to the Future of HospitalityCourse #LAHT36 | Code T

360LeoDavid Oliver • Chief Executive OfficerGordon Campbell • Chairman of the Board

360Leo discusses the gateway to the future of hospitality via software and networking technologies that optimize a hotel’s internal network for new revenue streams and reduced costs, while simultaneously enabling an enriched hotel experience for guests. Learn about dark core processing that enables a highly efficient distributed data center — or cloud — within the hotel to increase the speed of communication, lower energy use and costs, and reduce the need for additional hardware, while achieving highest levels of reliability, security and compute effi-ciency. Learn how this new technology can enable new revenue streams from cloud services — turning a cost center into a profit center. Guests can access real-time infotainment services, such as in-room dining, reservations, e-mail, Facebook, and local or hometown news and entertainment. Hotels experience greater efficiency within their hotel or hotel-chain enterprise for guest room inventory, promotional advertising and guest servic-es updates, eliminating printing and updates of large binders.

2:15 – 2:45 p.m.The Future of Push to Talk Communication for Mobile WorkforcesCourse #LAHT37 | Code T

VoxerNicole Strada • Head of MarketingMia Sandvoll • Business Development Manager

In any hotel, great communication among its staff plays a ma-jor role in providing an exceptional guest experience. Two-way radios and phone calls are the typical communication methods for hotels, but these options are outdated, can be incredibly expensive, and have an array of limitations. In this session we'll discuss the challenges of using radios and calls in a hotel, incorporating a mobile strategy, and the most agile and flexible way to connect and exchange information using push-to-talk on smart devices.

46 HITEC 2014

speakersAjay Aluri, Ph.D.Assistant Professor West Virginia UniversityMorgantown, WV Ph: +1 (304) [email protected]

Tech Talk: The Impact of Google Glass for Hospitality and Tourism

Rogers AresVice President of Global AnalyticsHyatt Hotels CorporationChicago, ILPh: +1 (312) [email protected]

Search, Social, Mobile: The Challenges of Managing Customer Acquisition & Pricing

Ken BarnesVice President of ITWhite LodgingMerrillville, IN Ph: +1 (219) 472-2969kbarnes@whitelodging.

com

Building and Renovating a Better Tech Hotel

Scott BarnesonStrategic AlliancesAmazon Web ServicesSeattle, WAPh: +1 (424) [email protected]

Friends Don’t Let Friends Build Data Centers

Rachel BotsmanProfessional SpeakerSpeak Inc.San Diego, CA Ph: +1 (800) 677-3324

Keynote: The Collabora-tive Economy

Kerry BrockVice President of SalesRoomKey PMSNorth Vancouver, BC Ph: +1 (604) [email protected]

Leveraging BYOD, Empowering Your Guest and Yielding Guest Behavior

Chris BroganVP, Strategy and AnalyticsHyatt Hotels CorporationChicago, ILPh: +1 (312) [email protected]


Ken BrownChairman & Presidenty!kesLewisville, TXPh: +1 (214) [email protected]

Tech Talk: Mobile Proximity Opens Doors… and a Whole LOT More

Scot Campbell, CHTPVP IT Connectivity and

CommunicationsCaesars EntertainmentLas Vegas, NV Ph: +1 (702) [email protected]

Career Path to the Top: Skill Sets That Take You to a Top-level Position

Colleen CareyVP of MarketingElevenPortland, ORPh: +1 (971)[email protected]

Tech Talk: Optimizing and Monetizing Your Guest Internet

Rajiv CastellinoCIOGreat Wolf ResortsMadison, WI Ph: +1 (608) [email protected]

Mobility and Your Guests

Thomas Castleberry, MCSE, MCSA, MCT, MCPEVP & COOSkyWire Media, Inc.Las Vegas, NV Ph: +1 (702) [email protected]


Randy ChoplinPresident and CEOBroadvineRaleigh, NC Ph: +1 (919) [email protected]

Tech Talk: Hospitality Movement Into BI Revolution

Corey ClothierOwnerComet RoboticsBrighton, MI Ph: +1 (810) [email protected]

Tech Talk: Sustainable Autonomous Mobility Robotics

Robert ColeCEORockCheetahMenomonee Falls, WI Ph: +1 (262) [email protected]

Distribution and Disruption: The New Normal in Hospitality

Galen Collins, Ph.D.ProfessorNorthern Arizona

UniversityFlagstaff, AZ Ph: +1 (928) [email protected]


Ellis ConnollyVice PresidentTrustYouDallas, TXPh: +1 (703) [email protected]

Reputation Management: To Be or Not to Be (In Control)

Fred CrespoDirector of Technology &

Business DevelopmentSamsung ElectronicsRidgefield Park, NJ [email protected]

Guestroom Technology What Do Guests Really Want and What Should They Want








mailto:971)[email protected]:OptimizingandMonetizingYourGuestInternetRajivCastellinoCIOGreatWolfResortsMadison
















HITEC 2014 47

Mike Uwe Dickersbach, CHTP, MCP, NICEVP Information TechnologyThayer Lodging Group,

Brookfield Hotel Properties

Ph: +1 (443) [email protected]

Futuristic Technology

Thomas Di GiacomoCTOSwisscom Hospitality

ServicesGenevaPh: [email protected]

Tech Talk: Making Sense of Big Data – The Case for a Hotelier Dashboard

Gregory DuffOwnerGarvey Schubert BarerSeattle, WA Ph: +1 (206) [email protected]

Contract Review for IT

John EdwardsVP of ITDolce Hotels & ResortsRockleigh, NJ Ph: +1 (201) [email protected]


Bernard Ellis, CHTPVP Industry Strategy,

HospitalityInforWashington, DC Ph: +1 (202) [email protected]

Friends Don’t Let Friends Build Data Centers

Tech Talk: Enhancing the Guest Experi-ence Through Employee Retention

The Mission of Motion: Priorities for Enterprise Mobility






48 HITEC 2014

SPEA

KERS Simon Eng

Vice President of ITCTF Development, Inc.Washington, DC Ph: +1 (202) [email protected]


Cindy Estis GreenCo-Founder & CEO Kalibri LabsPotomac, MDPh: (301) [email protected]


Search, Social, Mobile: The Challenges of Managing Customer Acquisition and Pricing

Jonathon GaelVice PresidentRefuse SpecialistsLos Angeles, CA Ph: +1 (323) [email protected]

Tech Talk: Trash 3.0

Brian Garavuso, CHTPEVP & CIODiamond Resorts IntlLas Vegas, NV Ph: +1 (702) 823-7200brian.garavuso@diamon-

dresorts.com


Paul A. GardianExecutive Director,

Brand Operations and Environmental Officer

Delta Hotels and ResortsToronto, ONPh: (416) [email protected]

Non-Techies Town Hall Meeting

Nelson Garrido, CHTPVP, IT Service & DeliveryInterstate Hotels &

ResortsArlington, VA Ph: +1 (404) [email protected]


Scott GaskillPresidentSoveeChattanooga, TN Ph: +1 (423) [email protected]

Tech Talk: Interactive Technology for Today's Global and Mobile Travelers

Brennan GildersleeveDir, Global Property

TechnologyStarwood Hotels &

Resorts WorldwideStamford, CT Ph: +1 (914) 882-6238Brennan.Gildersleeve@starwoodhotels.

com

Wrangling Wi-Fi: Making Sense of the Latest Options

Lynn Goodendorf, CISSP, CIPPDir Information SecurityMandarin Oriental Hotel

GroupAtlanta, GA Ph: +1 (404) [email protected]

PII/Data Protection: How Far Does the Data Reach?

Larry GormanSenior Director, ITSkyTouch TechnologyPhoenix, AZ Ph: +1 (602) 494-5822larry_gorman@choice-

hotels.com

Tech Talk: Beyond the Cloud

Kristie GoshowSenior Vice President Viceroy Hotel GroupLos Angeles, CAPh: +1 (323) 930-3778kristie.goshow@viceroy-

hotelgroup.com


Loren GrayVP Digital StrategyStanding Dog InteractiveDallas, TXPh: +1 (214) 696-9600loren.gray@standingdog.

com

Search, Social, Mobile: The Challenges of Managing Customer Acquisition and Pricing

Layton HanCEOADARAMountain View, CAPh: +1 (408) 876-6360Layton.han@adaraglobal.

com

Big Data: Making It Work for Hotels and Guests

Lew HarasymiwDirector, Connectivity

SolutionsTripAdvisorNeedham, MAPh: +1 (617) [email protected]

Tech Talk: TripConnect


Henry HeFounder & CEOFoliSan Mateo, CAPh: +1 (781) [email protected]

Tech Talk: Digital Print

Chris HeadingsEVPSunrayCarlsbad, CA Ph: +1 (760) [email protected]





















HITEC 2014 49

SPEA

KERSDon Kim

OwnerProjectation.comSherman Oaks, CA Ph: +1 (818) [email protected]

Effective Project Management in a Nutshell

Dan KingArea Managing DirStarwood Hotels &

Resorts Newport Beach, CA Ph: (702) [email protected]

Non-Techies Town Hall Meeting

Robin Koetje, CHTPIT DirectorThe Hotel Group, Inc.Edmonds, WA Ph: +1 (425) 248-2969rkoetje@thehotelgroup.

com


Wayne LeeManaging PrincipalVerizon RISK TeamIrvine, CAPh: +1 (310) [email protected].

com

PCI 3.0: R U Ready?

James LinglePresidentJames Lingle ConsultingHighlands Ranch, CO Ph: +1 (303) [email protected]


Robert LoweVP Business DevelopmentShift4 CorporationLas Vegas, NVPh: +1 (702) [email protected]

Tech Talk: Security Beyond Compliance

Bruce HicksGeneral ManagerThe Alliant Group/HoustonSugar Land, TX Ph: +1 (281) 313-2200bruce.hicks@thealliant-

group.com

Disaster Simulation

Olivier JagerCEO and FounderForwardKeysValencia, SpainPh: +33 972 221 [email protected]

Big Data: Making it Work for Hotels AND Guests

Daniel JohnsonCOOVenza Group, Inc.Alpharetta, GA Ph: +1 (404) 432-4263daniel.johnson@venza-

group.com

Tech Talk: System Adoption – Realizing a Return On Your Software Investment

David Johnson, CHTPDir, Info TechnologyWashington Duke Inn &

Golf ClubDurham, NC Ph: +1 (919) [email protected]

CHTP Review

PCI-DSS 2.0 to PCI-DSS 3.0: What's in a Number!

Jeremiah KarlPOS Business ManagerHewlett PackardPh: +1 (505) [email protected]


Matthew KellyData ScientistZDirect Inc.Ottawa, ONPh: +1 (954) 458-1669

[email protected]

Tech Talk: Sentiment Analysis Now With Social Feeds

Dan LulichCTOElevenPortland, ORPh: +1 (971) 242-4855dlulich@elevenwireless.

com

Tech Talk: Optimizing and Monetizing Your Guest Internet

Phillip MaltinPartnerGordon & Rees LLPLos Angeles, CA Ph: +1 (310) [email protected]

Recognizing Ethical Dilemmas: Where's the Line?

Ken MaroldHead of InnovationsMonsciergeOklahoma City, OKPh: +1 (405) 602-0660

[email protected]

Tech Talk: Gamifying Staff Performance to Improve the Guest Experience

John MarshallCEOAirWatch by VMwareAtlanta, GA Ph: +1 (404) 478-7500JustinGrimsley@air-

watch.com

Managing BYOD In Your Corporate Environment

Tech Talk: Mobile Security

Sean MathenaManaging ConsultantTrust WaveSachse, TX Ph: +1 (214) [email protected]

PCI 3.0: R U Ready?






















50 HITEC 2014

SPEA

KERS Andrew Rubinacci

VP, Distribution & Intermediary Sales

InterContinental Hotels Group

Atlanta, GA Ph: +1 (770) [email protected]


Christopher RuffCEOUIEvolution, Inc.Kirkland, WA Ph: +1 (425) [email protected]

Tech Talk: Creativity + Innovation = Increased Brand and Revenue

Matthew SeimSVP, Information

TechnologySage HospitalityDenver, CO Ph: +1 (303) [email protected]


Niraj ShahCEOEventgrid.comDunellen, NJPh: +1 (908) [email protected]

Tech Talk: Location-Based Application iBeacon: The New Opportunity in Mobile Guest Service & Engagement

Kris Shoemaker, CMA, CGFO, CHAE, CHTP, CPFIMCFOOrange County

Convention CenterOrlando, FL Ph: +1 (407) [email protected]

CHAE Review

Douglas MerrillProfessional SpeakerThe Lavin AgencyToronto, Ph: +1 (800) 265-4870PRasbach@thelavina-

gency.com

Opening Keynote: Place Your Security Efforts Toward the Real Risks

Allison Morris, CHTPCorporate Director of ITAmerican Casino &

Entertainment Properties LLC

Las Vegas, NVPh: (702) [email protected]

Birds of a Feather

Greg MurthaPresident & CEOXplorITIncline Village, NVPh: +1 (775) [email protected]

Tech Talk: Emerging Trends in Immersive Media

Eric O'NeillProfessional SpeakerAmerican Program

BureauNewton, MA Ph: +1 (617) 614-1600

Closing Keynote: Corporate Security: The Top 10 Things You Should Be Doing to Secure Your Company

Jeffrey Parker, CHTPChief Funologist\

VP of TechnologyStout Street HospitalityDenver, CO Ph: +1 (303) [email protected]

PCI 3.0: R U Ready?


Valyn PeriniSenior Vice PresidentKalibri LabsActon, MA Ph: +1 (978) [email protected]



Darrin R. Pinkham, CHTPCTOHighgate HotelsNew York, NY Ph: +1 (212) 707-5020

[email protected]


Terry Price, CHAE, CHTP, CPAVP, Product ManagementCeniumWeaverville, NC Ph: +1 (877) [email protected]

Tech Talk: ERP in Hospitality

Terence RonsonManaging Director Pertlink LimitedStanley, HKSARPh: 85294680848 [email protected]

















HITEC 2014 51

SPEA

KERSTed Watson

Dir Global Hospitality Solutions

Ruckus WirelessDover, NH Ph: +1 (603) [email protected]


Susan WeigelVice President Revenue Management &

DistributionDenihan HospitalityNew York, NYPh: +1 (212) [email protected]


Jeffrey WeilandSr Sales Manager,

HospitalitySamsung ElectronicsRidgefield Park, NJ [email protected].

com


Josh WeissVP, Brands & Guest

TechnologyHilton WorldwideMc Lean, VA Ph: +1 (703) [email protected]


Paul WoodVP Revenue ManagementGreenwood Hospitality

GroupGreenwood Village, COPh: +1 (720) [email protected]

Reputation Management - To Be or Not to Be (In Control)

Ellen TaylorDirector of SalesBirchStreet SystemsNewport Beach, CAPh: +1 (949) [email protected]

Tech Talk: Using Technology to Reduce Operational Expenses

Michael ToedtCEOToedt, Dr. Selk & Coll.

GmbHMunichPh: 49 89 [email protected]


Richard TudgayVP TechnologyOmni Hotels & ResortsIrving, TXPh: +1 (972) [email protected]

Making Your Vendor Relationships Work

Non-techies Town Hall Meeting

Tanya Venegas, MBAExecutive Director &

HFTP FellowUniversity of HoustonHouston, TXPh: +1 (713) 743-1839Email: [email protected]

Tech Talk: Update on the HFTP Global Hospitality Accounting Common Practices

Dan Verkuehlen Hotel Technology Man-

agerTMI Hospitality Fargo, NDPh: (701) [email protected]

Bandwidth: Is Enough Ever Enough?

Richard SiegelPresident & PublisherHospitality UpgradeRoswell, GAPh: +1 (678) 802-5301rich@hospitalityupgrade.

com

CIO vs. CMO

Kathy SpellacyIT Project ManagerWhite LodgingMerrillville, INPh: +1 (904) 429-7054kspellacy@whitelodging.

com

Bandwidth: Is Enough Ever Enough?

Ayikudy SrikanthChief Technology OfficerPasskey, Now A Part of

LanyonWaltham, MA Ph: +1 (781) [email protected]

DRM in the Cloud: A New Approach to Disaster Recovery

Martin StantonCIODestination Hotels &

ResortsEdgewood, COPh: +1 (303) [email protected]

CIO vs. CMO

Ronald W. Strecker, CHAE,CHTPCFO Al J. Schneider Co.Louisville, KYPh: (502) [email protected]

The Mission of Motion: Priorities for Enterprise Mobility

CIO vs. CMO














52 HITEC 2014

exhibitors-at-a-Glance22MILES Wayfinding ...............................1643360Leo ....................................................1261Abacus 21 ...............................................1723Acenonyx ..................................................127Acentic Inc ..............................................1543Acutek Solutions .....................................1631Adaco ........................................................605ADTRAN ..................................................1731AEI Communications Corp. ......................1335Agilysys, Inc. ............................................1119Air2Data, HSIA ..........................................959AirWatch by VMware ..............................1319Alcatel-Lucent USA Inc ............................1635Allin Interactive .........................................113AllView Networks ...................................1730American Hotel & Lodging

Educational Institute ...........................202Anand Systems .........................................642Anevia .......................................................538Aptech Computer Systems, Inc. .......... 501Archelon Enclosures ................................1656Aruba Networks ......................................1404Asian Media & Marketing Group ..............126AT&T .........................................................235Attendance on Demand, Inc. ...................1349at-visions ..................................................535ATX Networks .........................................1340AutoClerk Inc. ...........................................141Avaya ........................................................252AVPM ......................................................1435Axxess Industries Inc. ..............................1419B4Checkin Ltd. ..........................................536Bank of America Merchant Services ........1428Bartech Systems International ................1025BirchStreet Systems ...................................849Bittel Americas ........................................1445Blueprint RF ..............................................219Book4Time Inc. ........................................1303Booker .......................................................114Bowers & Wilkins ......................................534Brandstand Products .................................531Broadband Hospitality ............................1301Broadvine* ....................................... 1649Bulk TV & Internet .....................................749CallTek Center International, Inc. ............1330Card Scanning Solutions Inc. ...................1558Cardola Ltd..............................................1721CCI Systems ............................................1412Celadon, Inc. ...........................................1749Celayix Software .....................................1421Cendyn/ONE ............................................1135Cenetic ......................................................544Cenium......................................................635Cetis, Inc. .................................................1405Charter Business .......................................449CheckMate ................................................122

ChefTec/Culinary Software Services ...........326Chetu Inc. ................................................1423Cisco Systems ................................... 1126Clairvoyix ................................................1605Cleverdis ........................................... 1456Cloud 9 Mobility .....................................1658Coalfire ...................................................1408Comcast Business* .................................1141Connect Call Global, LLC .................... 757Control4 ..................................................1334Cornell School of

Hotel Administration ................... 1727Corning ...................................................1557Cotell International Limited ....................1457Cox Business .............................................419Crestron Electronics, Inc. .........................1413CSI globalVCard paysystems .....................311CSS Hotel Systems ..................................1124Cvent ......................................................1361Cybage Software Inc........................... 422Danmagi .................................................1752Data Plus Hospitality Solutions ...............1206Datatrend Technologies, Inc. .....................856Datavision Technologies, Inc. ............ 1227Deep Blue Communications ......................323Digital Alchemy .........................................249DigiValet .................................................1501DIRECTV ....................................................841DISH ..........................................................241Display Systems International, Inc. ..........1518Dometic.....................................................761Duetto .....................................................1726DuVoice Corporation .................................328EarthBend Distribution ..............................149Edge Communications ............................1755Elavon .......................................................611Electric Mirror .........................................1144Electro-Media Design, Ltd. ............... 1045Eleven* ...................................................1441Elfiq Networks ..........................................640Encore Event Technologies ........................206Eng Infotech ............................................1653Engineered Lifestyles ..............................1353Enseo, Inc. ...............................................1110Entertainment Solutions ..........................1343EthoStream ...............................................858Evention ..................................................1211Evolve Guest Controls ...............................429eZee Technosys, PVT Ltd ..........................1753Falcon IP/Complete .................................1549FCS ............................................................409Fingi Inc. ..................................................1601Flip.to ........................................................130Flyte Systems ..........................................1235FOOD-TRAK ............................................1109Four Winds Interactive ............................1509

Galaxy Hotel Systems ..............................1105G-LINK ....................................................1041GoConcierge ...........................................1312Goodman Co., LP-Amana PTAC Sales ........231Gossamer Networks ..................................154Ground Labs ............................................1541Guest Direct ..............................................655GuestDriven ............................................1750Guest-tek ..................................................209Guestware .................................................519HandHeld Hospitality ................................225Harman International ................................248HeadsUp FD ..............................................961Hear My Lips ...........................................1522HeBS Digital ..............................................442Hospitality Financial and Technology Professionals (HFTP) ........................... 455Hisense USA ............................................1559Homisco, Inc. ...........................................1358Hospitality Technical Services ..................1248Hospitality Technology Magazine ............1554Hospitality Upgrade ......................... 1640Hospitality WiFi .......................................1719hospitalityPulse .......................................1058Hotel Business Magazine ..........................151Hotel Internet Services ............................1040Hotel Management ...................................152Hotel News Now .......................................250hotel SystemsPro .....................................1151HotelEXPERT .............................................506Hotelogix ..................................................229HOTELS Magazine ...................................1737Hoteza.....................................................1542Hotwire Communications ........................1354HTNG ......................................................1149iDashboards ..............................................224IDScan.net .................................................148iLuv Creative Technology .........................1454Immersion Companies ..............................349Indra .........................................................643Infor* ................................................. 701Info-Tech Research Group .......................1741InfoValue Computing, Inc. .......................1213Ingenico ....................................................118INNCOM by Honeywell ...........................1201InnLink / Trust International ....................1326innRoad ............................................ 1360Intelity .....................................................1529Intellicheck Mobilisa .................................153Intello Technologies Inc. ............................527Interactive Sites ........................................259INTEREL ....................................................335InvoTech Systems, Inc. ...............................240IQWare Inc. ...............................................619iRiS Software Systems Ltd .........................741

Page Head

HITEC 2014 53

Page HeadAll exhibitors listed in purple are HITEC 2014 Sponsors.

* Read more about this company in the Technology Guide starting on page 55.

iTesso-Enterprise Lodging Systems .. 1449JANUS Displays .........................................727Jive Communications ..............................1560Jonas Club Management and

clubsystems group .............................1108Just In Time Communications ....................755KABA ILCO SAFLOK ...................................513Knowcross .................................................305KOR Systems .............................................439Kronos .....................................................1629Kube Systems ............................................156LEIGHTRONIX, INC ....................................754LG Electronics USA, Inc. ............................819LOCATEL .................................................1254LODGING Media ................................. 142Lodging Technology ................................1660Logiclink, Inc. ..........................................1619LPA Systems ............................................1724Lynx Broadband ........................................542M3 Accounting & Analytics .....................1622Maclocks .................................................1359MagTek, Inc. ..............................................420Matrix Telecom ........................................1521MCOM Media Communications ..............1342Meetings Maker ........................................440Megasys Hospitality Solutions ................1625Merchant Link ..................................... 626Meru Networks .........................................329Metropolis Technologies, Inc. ....................630MICROS Systems, Inc. ................................709Milestone Internet Marketing, Inc. ............644Mitel Corporation......................................355Miwa Lock Co., Ltd. .................................1140Mobile Simple .........................................1751Monscierge, Inc. ......................................1061Moreton Bay Technology Pty. Ltd. .............407Motorola Solutions ...................................756MSI (Multi-Systems Inc.) ................... 1019Multicom, Inc. .........................................1618my HotelApp .............................................150NationalLink ............................................1739NAVIS ......................................................1329nCLOSE-POSenclosures.com ......................854NEC Corporation of America .....................827Neudesic ...................................................657Nevotek ....................................................112Newmarket International, Inc. ...................901Nomadix .................................................1327Nor1 Inc. .................................................1607NORTHWIND - Maestro Property

Management System ..................... 719One Safe Place Media Corp. ......................541Onity .......................................................1113OpenWays ...............................................1209Optii Solutions ........................................1555PalVision (Singapore) Pte Ltd ....................424

PAR Springer-Miller Systems, Inc. ..... 1219PAS ...........................................................418Passkey, Now A Part of Lanyon ......... 1129Percipia ...................................................1400PhoneSuite ................................................413Phybridge ................................................1259Pico Digital ................................................324Pinnacle Communications .......................1114Planet Payment .........................................525PrinterOn.................................................1308ProfitSword ........................................ 941Quadriga Worldwide .................................119Rainmaker ...............................................1310RCN Business Services ..............................129ReactorNet Technologies .........................1743RedRock Software ...................................1603Resort Data Processing ...........................1204ResortSuite ................................................507Revinate ..................................................1620Roam Boost ..............................................343RoamingAround ........................................345RoomKey PMS ...........................................145RoomNetTV .............................................1452Ruckus Wireless ......................................1155Runtriz ....................................................1713Safety NetAccess, Inc. .............................1059Salto Systems Inc. .....................................835Samsung Electronics ........................... 949Sceptre Hospitality Resources ...................549Schneider Electric ....................................1523SecurityMetrics .........................................131Select-TV-Solutions .................................1458Sertifi eSignatures ...................................1556Shift4 Corporation ............................ 1535SIHOT Hotel Management Software ..........255Single Digits ..............................................945SiteMinder ................................................443SIX Payment Services ................................543SkyTouch Technology.................................201SkyWire Inc. ..............................................144Smart Hospitality ....................................1715Social Tables ............................................1651SONIFI Solutions, Inc. ................................811Sonu Satellite ..........................................1128Sovee ................................................. 226Squirrel Systems ........................................624Status Solutions ........................................125StayNTouch Inc. .........................................124Sunray .....................................................1426Swisscom Hospitality Services .................1035Systems Associates, Inc. ............................134

Systems Design & Development, Inc. (SDD) .................1013

TAC/The Assistant Company ......................319Tangerine Global .......................................228TE Connectivity .........................................435

TeleAdapt Inc. .........................................1309Telecom Brokerage, Inc. ...........................1351Telkonet, Inc. .............................................855Tenerum ..................................................1725The Eric Ryan Corp. .................................1241Tidel Engineering L.P. ................................325TigerTMS Ltd .............................................935Time Warner Cable Business Class ............135TrackIT LLC/ RHR Sytems, Inc. ..................1031Transworld Services .................................1448TravelClick, Inc. .......................................1009Trustwave ..................................................204TTI Technologies ......................................1313Twisted Pair Solutions ...............................341UIEvolution, Inc. ........................................649Unify GmbH Co. KG .................................1520Uniguest..................................................1613Untangle .................................................1450USA TODAY .............................................1414ValuePoint Networks ...............................1315Vecima Networks ......................................138Venture Telecom LLC ...............................1252Venza Group, Inc. .............................. 330Verdant Environmental

Technologies Inc. ...............................1249Verian......................................................1735VeriFone, Inc. ...........................................1443Verizon ....................................................1355Vertical Booking ........................................128Viggo SNTV .............................................1255VingCard Elsafe .........................................401Vision Technologies ...................................140Vocera Communications .........................1243Voxer .......................................................1410Voxx Accessories Corporation ...................143VTech Hotel Phones ................................1429Wanaport, Inc. .........................................1455WebRezPro Property Management

System ...............................................1519Wifi-soft Solutions...................................1729Windstream ..............................................805Winncom Technologies ............................1644Wireless Watchdogs ................................1545World Cinema, Inc. ....................................627Worldpay.................................................1257Xirrus ......................................................1357Xpodigital ...............................................1524y!kes .......................................................1158Yellow Dog Software .................................200ZDirect, Inc. ...............................................735Zhone Technologies Inc. ..........................1029

2014 exhibit hall floor plan The floor plan is sponsored

by Broadvine, Booth #1649

technology guide

56 HITEC 2014 Special Advertising Section

Broadvine

Booth #1649www.broadvine.com

Comcast Business

Booth #1141business.comcast.com/hospitality

Today’s travelers demand much more from their in-room entertainment. Comcast Busi-ness serves the hospitality industry with advanced data, video and voice solutions that enable hotels to deliver a superior guest experience, while also managing overhead costs.

Our broad portfolio of services are built specifically for hotels, and our high-perfor-mance network and enterprise support teams make us uniquely qualified to meet the rigorous demands of the hospitality industry.

Comcast Business Hospitality Ethernet provides fast and reliable network connectiv-ity, with speeds that scale up to 10Gbps. We also offer a range of Hospitality Internet packages to address hotel’s bandwidth needs. Two modems are provided so back-office needs are not impacted by guest usage.

Hospitality HD TV provides guests with quality HD video service, with the very best in sports, news and entertainment programming.

We also offer Hospitality VoiceEdge, a cloud-based hosted voice solution that can help hotels maximize their phone capabilities over Comcast’s advanced IP network.

All of these scalable services are delivered over our diverse, private network. Comcast Business also offers 24×7 enterprise support.

Broadvine — Business Intelligence SolutionsBroadvine (previously Alloso Technologies) is revolutionizing the landscape of the Hospitality Industry with a suite of cloud based applications, for all financial report-ing, budget and forecasting tools, property expense management, and third party analytics for STR, GSS, Salt and travel/social media trending. This Suite of Cloud based applications or “modules” is called Portfolio One™, and is powered by SOPHIA™, Broadvine’s proprietary Business Intelligence platform, that provides a true “Cogni-tive” Business Intelligence experience.

Portfolio One™ SuiteBroadvine’s Portfolio One™ Suite of application modules delivers the Hospitality Industry’s most intuitive, flexible, and affordable collection of business intelligence solutions. These independent but connected application modules, all collect data from internal and external sources to provide actionable information to the appropriate individual, thus unlocking data knowledge or what we call “Property Intelligence".

Portfolio One™ Solution ModulesThese modules provide Daily/Flash reconciliation, Budget and Forecasting tools, Custom Reporting Engine, Expense AP Work Flow, and a host of other operational in-formation management functions like, Score Power, Labor Analytics, Tax management, and KPI Dashboards for the web and mobile devices.

SOPHIA™ — Broadvine’s Cognitive BI PlatformAt the core of our proprietary data architecture, sits a Cognitive Business Intelligence Engine, we call SOPHIA™, which is the Greek word for Wisdom. This business intel-ligence core is the DNA of the Portfolio One™ Application Suite. SOPHIA™’s BI core, allows for the first time, true visibility into what happened in the past, what is happen-ing now, and most importantly what will happen in the future.

http://www.broadvine.com

Special Advertising Section HITEC 2014 57

Infor Hospitality

Booth #701www.infor.com/hospitality/

Eleven powers the online guest experience with two core software products, ElevenOS and ElevenGC, both of which run on the Eleven platform.

ElevenOS — Guest Internet Management: ElevenOS is the only cloud-based, hotel Internet platform that manages the guest experience across multiple devices, loca-tions, and network service providers. ElevenOS gives hoteliers and network providers complete control through unique branding capabilities and service offerings such as tiered bandwidth, usage times, and more. High performance guest Internet is the industry’s most requested amenity — top hotel brands and management companies rely on ElevenOS to ensure guest satisfaction.

ElevenGC — Five Star Guest Computing: ElevenGC’s guest computing solutions meet the needs of both travelers and hoteliers with flexible options for business centers, lobbies, suites, club lounges and more. Offering the industry’s most comprehensive equipment lineup, hoteliers can choose from Lenovo or HP computers running Win-dows 8 or Apple Macs running both Mac OS and Windows. Enterprise grade printers and multi-function devices are also available. Guest usage options range from compli-mentary to fee-based for those hotels looking to drive significant revenue with little to no investment.

Experience Counts: Founded in 2002, Eleven’s technology now reaches more than 6 million guests every month. Both ElevenOS and ElevenGC provide powerful revenue management tools allowing hotels to remain competitive while adding incremental revenue to offset their guest technology investment. Eleven has rapidly become hospi-tality’s guest technology standard and is utilized by nearly all major hotel brands and leading boutique properties.

Eleven Wireless, Inc.

Booth #1441www.elevenwireless.com

Infor Hospitality is designed to address the specialized requirements of hotels, resorts and casinos. With a full suite of financial and operations applications that allow your employees to focus on improving guest service and enhancing your bottom line. In the competitive hospitality industry, you need every advantage to decrease costs, improve profits, grow your business and keep your guests coming back for more. To do so, you need a technology partner that understands your business and can deliver globally in-novative solutions. Like many hospitality companies, yours probably has a technology system that delivers front-of-the-house property management system (PMS) data, but doesn’t combine that data with back-of-the-house financial information for reporting. As a result, you manage your plans, budgets and forecasts with a time-consuming, error-prone collection of spreadsheets, or try to get a generic financial management system to fit your hospitality requirements. To make better decisions and drive more revenue, you need to connect your hospitality-specific strategy and plans to your front- and back-office systems, and to do that, you need multi-departmental hotel software that touches every area of your business, whether it’s your financial and asset team; central reservations or corporate office; on-property operations; sales, marketing and loyalty team; maintenance group; or coordinators of labor and staffing schedules. Change the way you work. Streamline your operations, centralize your processes, and increase your bookings with Infor, the world’s largest software company with a com-mitment to the hotel industry. Visit us at booth 701 to learn more.

http://www.infor.com/hospitality/

http://www.elevenwireless.com

58 HITEC 2014

Exhibitors | Company Listing22MILES Wayfinding ........................1643Ph: [email protected]

Digital SignageInternet ContentKiosks/Self ServeMobile ApplicationsTV Content/Interactive TV/IPTV

360Leo .............................................1261Ph: [email protected]

Cloud ComputingManaged Network ServicesMarket IntelligenceNetwork ManagementTV Content/Interactive TV/IPTV

Abacus 21 ........................................1723Ph: [email protected]

Golf/Ski ManagementInventory/PurchasingMenu/Recipe Creation/AnalysisPOSSpa Management

Acenonyx ...........................................127Ph: [email protected]

Housekeeping AutomationHousekeeping/Room Service AlertsKiosks/Self ServeMobile Applications

Acentic Inc .......................................1543Ph: [email protected]

BroadbandDigital SignageHSIA/InstallationNetwork ManagementTV Content/Interactive TV/IPTV

Acutek Solutions .............................1631Ph: [email protected]

Cloud ComputingHousekeeping/Room Service AlertsHSIA/InstallationIn-room Controls – HVAC/Lights/etcTV Content/Interactive TV/IPTV

Adaco .................................................605Ph: [email protected]

Cloud ComputingHR, Time and Labor ManagementInventory ControlInventory/PurchasingMobile Applications

ADTRAN ...........................................1731Ph: [email protected]

Cloud ComputingHSIA/InstallationOutsourced IT servicesVOIPWi-Fi

AEI Communications Corp. ..............1335Ph: [email protected]

Analog PhonesIP PhonesVOIP

Agilysys, Inc. ....................................1119Ph: [email protected]

HR, Time and Labor ManagementInventory/PurchasingMobile ApplicationsPMSPOS

Air2Data, HSIA ...................................959Ph: [email protected]

Credit Card & Payment SystemsHSIA/InstallationIT Outsourcing/ConsultingNetwork ManagementWi-Fi

AirWatch by VMware .......................1319Ph: [email protected]

Cloud ComputingDocument ManagementInternet ContentMobile ApplicationsNetwork Security

hitec 2014 exhibit suPPOrtersThe HITEC Exhibit Supporter package is designed to give HITEC supporting suppliers a way to be a part of the show after exhibit space sold out. Thank you to the participating companies for their support of HITEC and investment in the hospitality technology industry.

Above PropertyPh: [email protected]

DAPage, LLCPh: [email protected]

New Voice Americas, Inc.Ph: [email protected]

The SmarTV CompanyPh: [email protected]

VeloCloud, Inc.Ph: [email protected]

Companies listed in purple are HITEC 2014 sponsors.


http://www.22miles.com


http://www.360Leo.com


http://www.Abacus21.com


http://www.acenonyx.com


http://www.acentic.com


http://www.acuteksolutions.com


http://www.adaco.com


http://www.adtran.com


http://www.aeicommunications.com


http://www.agilysys.com


http://www.air2data.com


http://www.air-watch.com


http://www.aboveproperty.com


http://www.dapage.net


http://www.NewVoiceAmericas.com


http://www.getsmartv.com


http://www.velocloud.com

Page Head

HITEC 2014 59

60 HITEC 2014

COMP

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ISTING


Alcatel-Lucent USA Inc. ...................1635ruth.killeen@alcatel-lucent.comwww.enterprise.alcatel-lucent.com

Cloud ComputingDigital SignageEmergency ManagementGuest Management /CRM/LoyaltyManaged Network Services

Allin Interactive .................................113Ph: [email protected]

Mobile ApplicationsTV Content/Interactive TV/IPTVTV EquipmentWireless Communications

AllView Networks ............................1730Ph: [email protected]

Advertising SpecialtiesInternet ContentTV Content/Interactive TV/IPTVWebsite Development/DesignWi-Fi

American Hotel & Lodging Educational Institute .........................202Ph: 407-999-8100www.ahlei.org

Training

Anand Systems ..................................642Ph: [email protected]

Booking EnginesHMS (Combined PMS & CRS)Multi Property ManagementPMSPOS

Anevia ................................................538www.anevia-group.com

Cloud ComputingTV Content/Interactive TV/IPTV

Aptech Computer Systems, Inc. .........501Ph: [email protected]

Accounting/FinanceBudgeting/ForecastingBusiness Intelligence/Data WarehouseERP/Accounting SystemMulti Property Management

Archelon Enclosures ........................1656Ph: 619-742-2062dbesmer@archelonenclosures.comwww.archelonenclosures.com

Guest Business CentersKiosks/Self ServeMobile ApplicationsPOS

Aruba Networks ..............................1404Ph: [email protected]

Data/Credit Card SecurityGuest Management /CRM/LoyaltyGuest Response/Guest Service/

Guest SatisfactionInternal InfrastructureMobile ApplicationsMulti Property ManagementNetwork ManagementNetwork SecurityWi-FiWireless Communications

Asian Media & Marketing Group .......126www.amg.biz

Advertising Specialties

AT&T ..................................................235www.business.att.com/enterprise/Family/

mobility-services/enhanced-push-to-talk/Wireless Communications

Attendance on Demand, Inc. ...........1349Ph: 800-465-9980jasonm@attendanceondemand.comwww.attendanceondemand.com

Budgeting/ForecastingCloud ComputingHR, Time and Labor ManagementMobile Applications

at-visions ...........................................535Ph: [email protected]

Digital SignageHSIA/InstallationIn-room Controls – HVAC/Lights/etcMobile ApplicationsTV Content/Interactive TV/IPTV

ATx Networks ..................................1340Ph: [email protected]

BroadbandDigital SignageTV Content/Interactive TV/IPTVTV Equipment

AutoClerk Inc. ....................................141Ph: [email protected]

Avaya .................................................252Ph: [email protected]/usa/about-avaya

Cloud-based PBXIP PhonesNetwork ManagementNetwork SecurityVideo/Teleconferencing

AVPM ...............................................1435Ph: [email protected]

Guest Response/Guest Service/Guest Satisfaction

Housekeeping AutomationLuggage ControlParking Technology/Access ControlPOS

Axxess Industries Inc. ......................1419Ph: [email protected]

Energy Management/ConservationHousekeeping AutomationHousekeeping/Room Service AlertsIn-room Controls – HVAC/Lights/etcWireless Communications

B4Checkin Ltd. ...................................536Ph: [email protected]

Channel ManagementComputer Reservation Systems

(CRS/Distribution)Global Distribution Systems (GDS)Guest Response/Guest Service/

Guest SatisfactionPre/Post Stay E-Marketing

Bank of America Merchant Services 1428tellmore@bankofamericamerchant.comwww.merch.bankofamerica.com

Credit Card & Payment SystemsData/Credit Card Security

Bartech Systems International ........1025Ph: [email protected]

Automated Refreshment Centers


http://www.enterprise.alcatel-lucent.com


http://www.allin.com


http://www.AllViewNetworks.com

http://www.ahlei.org


http://www.AnandSystems.com

http://www.anevia-group.com


http://www.aptech-inc.com


http://www.archelonenclosures.com


http://www.arubanetworks.com

http://www.amg.biz

http://www.business.att.com/enterprise/Family/


http://www.attendanceondemand.com


http://www.at-visions.com


http://www.atxnetworks.com



http://www.avaya.com/usa/about-avaya


http://www.AVPMi.com


http://www.axxind.com


http://www.b4checkin.com


http://www.merch.bankofamerica.com


http://www.bartech.com

HITEC 2014 61

COMP

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ISTING

BirchStreet Systems ...........................849Ph: [email protected]

Accounting/FinanceInventory ControlInventory/PurchasingMenu/Recipe Creation/AnalysisProcurement Systems

Bittel Americas ................................1445Ph: [email protected]

Analog PhonesConnectivity Panels/Charging StationsIP PhonesMobile ApplicationsRadios & Music Systems

Blueprint RF .......................................219www.blueprintrf.com

Kiosks/Self ServeNetwork ManagementWi-Fi

Book4Time Inc. ................................1303Ph: [email protected]

Booking EnginesGuest Management /CRM/LoyaltyInventory/PurchasingPOSSpa Management

Booker ...............................................114Ph: 866-966-9798www.booker.com

Itinerary/Activities ManagementSocial MediaSpa Management

Bowers & Wilkins ...............................534Ph: [email protected]

Radios & Music Systems

Brandstand Products .........................531Ph: [email protected]

Connectivity Panels/Charging StationsRadios & Music Systems

Broadband Hospitality .....................1301Ph: 330-629-8848cweingart@broadbandhospitality.comwww.broadbandhospitality.com

BroadbandHSIA/InstallationTV Content/Interactive TV/IPTVTV EquipmentWi-Fi

Broadvine ........................................1649Ph: [email protected]

Accounting/FinanceBudgeting/ForecastingBusiness Intelligence/Data WarehouseCloud ComputingERP/Accounting SystemGuest Response/Guest Service/

Guest SatisfactionMarket IntelligenceMobile ApplicationsPMSRevenue/Yield Management

Bulk TV & Internet .............................749Ph: [email protected]

HSIA/InstallationTV Content/Interactive TV/IPTVTV EquipmentVOIPWi-Fi

CallTek Center International, Inc. ....1330Ph: [email protected]

IT Outsourcing/ConsultingNetwork ManagementOutsourced IT servicesSpa ManagementWi-Fi

Card Scanning Solutions Inc. ...........1558Ph: [email protected]

Casino ManagementGuest Management /CRM/LoyaltyKiosks/Self ServeMobile ApplicationsTimeshare/Condo/Membership Management

Cardola Ltd. .....................................1721Ph: [email protected]

Itinerary/Activities ManagementMobile Applications

CCI Systems .....................................1412Ph: [email protected]/industries/hospitality.php

Cloud-based PBXManaged Network ServicesNetwork ManagementVOIPWi-Fi

Celadon, Inc. ....................................1749Ph: [email protected]

In-room Controls – HVAC/Lights/etcTV Content/Interactive TV/IPTVTV Equipment

Celayix Software .............................1421Ph: [email protected]/

Casino ManagementCloud ComputingHR, Time and Labor Management

Cendyn/ONE .....................................1135Ph: [email protected]

Advertising SpecialtiesBusiness Intelligence/Data WarehouseCloud ComputingGuest Management /CRM/LoyaltyGuest Response/Guest Service/

Guest SatisfactionInternet ContentPre/Post Stay e-MarketingMarket IntelligenceSocial MediaWebsite Development/Design

Cenetic ...............................................544Ph: [email protected]

Booking EnginesPre/Post Stay E-MarketingSpa ManagementTimeshare/Condo/Membership ManagementWebsite Development/Design


http://www.birchstreetsystems.com


http://www.bittelamericas.com

http://www.blueprintrf.com


http://www.book4time.com

http://www.booker.com


http://www.bowers-wilkins.com


http://www.brandstand.com


http://www.broadbandhospitality.com


http://www.broadvine.com


http://www.bulktv.com


http://www.calltekcenter.com


http://www.card-reader.com


http://www.cardola.com


http://www.ccisystems.com/industries/hospitality.php


http://www.celadon.com


http://www.celayix.com/


http://www.cendynONE.com


http://www.cenetic.com

62 HITEC 2014

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Cenium ..............................................635Ph: [email protected]

Computer Reservation Systems (CRS/Distribution)

ERP/Accounting SystemGolf/Ski ManagementGuest Management /CRM/LoyaltyHMS (Combined PMS & CRS)Mobile ApplicationsMulti Property ManagementPMSPOSSpa Management

Cetis, Inc. .........................................1405Ph: [email protected]

Analog PhonesIn-room Controls – HVAC/Lights/etcIP PhonesVOIPWi-Fi

Charter Business ................................449Ph: [email protected]

Disaster RecoveryManaged Network ServicesNetwork ManagementTV Content/Interactive TV/IPTVWi-Fi

CheckMate .........................................122Ph: [email protected]

Guest Management /CRM/LoyaltyGuest Response/Guest Service/

Guest SatisfactionMobile ApplicationsSocial Media

ChefTec/Culinary Software Services ..326Ph: [email protected]

Inventory ControlInventory/PurchasingMenu/Recipe Creation/AnalysisMobile Applications

Chetu Inc. .........................................1423Ph: [email protected]

Booking EnginesBusiness Intelligence/Data WarehouseDigital SignageKiosks/Self ServePMS

Cisco Systems ..................................1126Ph: [email protected]/go/hospitality

IP PhonesNetwork ManagementVideo/TeleconferencingWi-FiWireless Communications

Clairvoyix .........................................1605Ph: [email protected]

Business Intelligence/Data WarehouseCloud ComputingGuest Management /CRM/LoyaltyMarket IntelligenceTimeshare/Condo/Membership Management

Cleverdis ..........................................1456

Cloud 9 Mobility ..............................1658Ph: [email protected]

Guest Response/Guest Service/ Guest Satisfaction

Itinerary/Activities ManagementMobile ApplicationsSocial MediaSpa Management

Coalfire ............................................1408Ph: [email protected]

Data/Credit Card Security

Comcast Business ............................1141Ph: 877-967-4999www.business.comcast.com/hospitality

BroadbandCloud-based PBXExternal BandwidthHSIA/InstallationTV Content/Interactive TV/IPTVVOIP

Connect Call Global, LLC ...................757Ph: [email protected]

Cloud-based PBXHSIA/InstallationPremise-based PBXWi-FiWireless Communications

Control4 ...........................................1334Ph: [email protected]

Door LocksEnergy Management/ConservationGuest Management /CRM/LoyaltyHousekeeping AutomationIn-room Controls – HVAC/Lights/etc

Cornell School of Hotel Administration .................................1727www.hotelschool.cornell.edu/

Corning ............................................1557Ph: 866-436-9266www.corning.com/opcomm/nafta/en/index.aspx

Wireless Communications

Cotell International Limited ............1457

Cox Business ......................................419Ph: [email protected]

IP PhonesPremise-based PBXTV Content/Interactive TV/IPTVVOIPWi-Fi

Crestron Electronics, Inc. .................1413Ph: [email protected]/Default.asp

CSI globalVCard paysystems .............311Ph: [email protected]

Accounting/FinanceCredit Card & Payment SystemsData/Credit Card SecurityMobile Applications

CSS Hotel Systems ...........................1124


http://www.cenium.com


http://www.cetisgroup.com


http://www.charterbusiness.com


http://www.checkmate.io


http://www.ChefTec.com


http://www.chetu.com


http://www.cisco.com/go/hospitality


http://www.clairvoyix.com


http://www.cloud9mobility.com


http://www.coalfire.com

http://www.business.comcast.com/hospitality


http://www.connectcallglobal.com


http://www.control4.com

http://www.hotelschool.cornell.edu/

http://www.corning.com/opcomm/nafta/en/index.aspx


http://www.coxbusiness.com


http://www.crestron.com/Default.asp


http://www.csicorporatecard.com

HITEC 2014 63

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Cvent ...............................................1361Ph: [email protected]

Itinerary/Activities ManagementMobile Applications

Cybage Software Inc. .........................422Ph: [email protected] or [email protected]

IT Outsourcing/ConsultingOutsourced IT servicesWebsite Development/Design

Danmagi ..........................................1752Ph: [email protected]

HSIA/InstallationNetwork ManagementOutsourced IT servicesWi-Fi

Data Plus Hospitality Solutions .......1206Ph: [email protected]

Accounting/FinanceBusiness Intelligence/Data WarehouseCloud ComputingERP/Accounting SystemInventory/Purchasing

Datatrend Technologies, Inc. ..............856Ph: [email protected]

HSIA/InstallationManaged Network ServicesWi-FiWireless Communications

Datavision Technologies, Inc. ...........1227Ph: [email protected]

Budgeting/ForecastingBusiness Intelligence/Data WarehouseGuest Management /CRM/LoyaltyRevenue/Yield Management

Deep Blue Communications ..............323Ph: 518-434-4300info@deepbluecommunications.comwww.deepbluecommunications.com

Network ManagementWi-FiWireless Communications

Digital Alchemy .................................249Ph: [email protected]/


Guest SatisfactionMobile Applications

DigiValet ..........................................1501

DIRECTV .............................................841Ph: 800-388-2505www.directv.com/hotels

TV Content/Interactive TV/IPTVTV Equipment

DISH ...................................................241Ph: [email protected]/business

TV Content/Interactive TV/IPTVTV EquipmentVideo/Teleconferencing

Display Systems International, Inc. .1518Ph: 877-934-6884sales@displaysystemsintl.comwww.displaysystemsintl.com/

Digital SignageTV Content/Interactive TV/IPTV

Dometic .............................................761Ph: [email protected]/hotel

Automated Refreshment CentersGuest SafesIn-room Controls – HVAC/Lights/etc

Duetto .............................................1726Ph: [email protected]

DuVoice Corporation .........................328Ph: [email protected]

Housekeeping AutomationInventory ControlMulti Property ManagementPMSVoice Mail

EarthBend Distribution ......................149Ph: [email protected]/national-distribution/

Call AccountingIP PhonesNetwork SecurityVideo/TeleconferencingWi-Fi

Edge Communications .....................1755Ph: 866-800-4143hwerthamer@edgecommunications.comwww.edgecommunications.com

BroadbandData/Credit Card SecurityGuest Response/Guest Service/

Guest SatisfactionManaged Network ServicesNetwork ManagementNetwork SecurityPremise-based PBXVOIPWi-FiWireless Communications

Elavon ................................................611www.elavon.com

Credit Card & Payment SystemsPOS

Electric Mirror .................................1144Ph: [email protected]

Audio Visual Equipment/SystemsIn-room Controls – HVAC/Lights/etcTV Equipment

Electro-Media Design, Ltd. ..............1045Ph: [email protected]

Audio Visual Equipment/Systems

Eleven ..............................................1441Ph: [email protected]

Guest Business CentersHSIA/InstallationInternet ContentKiosks/Self ServeWi-Fi




http://www.cybage.com


http://www.danmagi.com


http://www.dphs.com


http://www.datatrend.com


http://www.DatavisionTech.com


http://www.deepbluecommunications.com


http://www.digital-alchemy.com/

http://www.directv.com/hotels


http://www.dish.com/business


http://www.displaysystemsintl.com/


http://www.dometic.com/hotel


http://www.duettoresearch.com


http://www.duvoice.com


http://www.earthbend.com/national-distribution/


http://www.edgecommunications.com

http://www.elavon.com


http://www.electricmirror.com


http://www.electro-media.com


http://www.elevenwireless.com

64 HITEC 2014

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Elfiq Networks ...................................640Ph: [email protected]

BroadbandDisaster RecoveryExternal BandwidthHSIA/InstallationNetwork Management

Encore Event Technologies ................206Ph: [email protected]

Audio Visual Equipment/SystemsDigital SignageGuest Business CentersHSIA/InstallationIT Outsourcing/Consulting

Eng Infotech ....................................1653Ph: [email protected]

Internal InfrastructureIT Outsourcing/ConsultingPre/Post Stay E-MarketingTraining

Engineered Lifestyles ......................1353Ph: [email protected]

HSIA/InstallationIn-room Controls – HVAC/Lights/etcIT Outsourcing/ConsultingTV Content/Interactive TV/IPTVTV Equipment

Enseo, Inc. ........................................1110Ph: [email protected]

Audio Visual Equipment/SystemsDigital SignageEmergency ManagementTV Content/Interactive TV/IPTVTV Equipment

Entertainment Solutions .................1343Ph: 34911867001tech.sales@entertainment-solutions.comwww.entertainment-solutions.com

Cloud ComputingDigital SignageEngineering/Equipment ManagementMobile ApplicationsTV Content/Interactive TV/IPTV

EthoStream ........................................858Ph: [email protected]

Cloud ComputingHSIA/InstallationManaged Network ServicesWi-FiWireless Communications

Evention ..........................................1211Ph: [email protected]

Accounting/FinanceCash ManagementHR, Time and Labor Management

Evolve Guest Controls .......................429Ph: 855-750-9090www.evolvecontrols.com

Cloud ComputingEnergy Management/ConservationGuest Response/Guest Service/

Guest SatisfactionIn-room Controls – HVAC/Lights/etcWireless Communications

eZee Technosys, PVT Ltd ..................1753Ph: [email protected]

Booking EnginesChannel ManagementCloud ComputingMobile ApplicationsPMS

Falcon IP/Complete ..........................1549Ph: [email protected]

HSIA/InstallationTV Content/Interactive TV/IPTVTV EquipmentWi-FiWireless Communications

FCS .....................................................409Ph: [email protected]

Engineering/Equipment ManagementGuest Response/Guest Service/

Guest SatisfactionHousekeeping AutomationMobile ApplicationsVoice Mail

Fingi Inc. ..........................................1601Ph: [email protected]/

Cloud-based PBXGuest Response/Guest Service/

Guest SatisfactionIn-room Controls – HVAC/Lights/etcMobile ApplicationsTV Content/Interactive TV/IPTV

Flip.to ................................................130Ph: 817-704-3930www.flip.to

Advertising SpecialtiesMarket IntelligenceSocial Media

Flyte Systems ...................................1235Ph: [email protected]

Audio Visual Equipment/SystemsCloud ComputingDigital SignageGuest Business CentersItinerary/Activities ManagementKiosks/Self ServeSocial MediaTV Content/Interactive TV/IPTV

FOOD-TRAK ......................................1109Ph: 480-951-8011www.foodtrak.com

Cloud ComputingInventory ControlInventory/PurchasingMenu/Recipe Creation/AnalysisProcurement Systems

Four Winds Interactive .....................1509Ph: 720-259-5000sales@fourwindsinteractive.comwww.fourwindsinteractive.com

Digital SignageGuest Management /CRM/LoyaltyKiosks/Self ServeMobile ApplicationsNetwork Management

Galaxy Hotel Systems ......................1105Ph: 714-258-5800sales@galaxyhotelsystems.comwww.galaxyhotelsystems.com

Housekeeping/Room Service AlertsMulti Property ManagementPMSTraining


http://www.elfiq.com


http://www.encore-us.com


http://www.enginfotech.com


http://www.englifestyles.com


http://www.enseo.com


http://www.entertainment-solutions.com


http://www.ethostream.com


http://www.eventionllc.com

http://www.evolvecontrols.com


http://www.ezeetechnosys.com


http://www.falconipcomplete.com


http://www.fcscs.com


http://www.fingi.com/

http://www.flip.to


http://www.flytesystems.com

http://www.foodtrak.com


http://www.fourwindsinteractive.com


http://www.galaxyhotelsystems.com

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G-LINK .............................................1041Ph: [email protected]/

Audio Visual Equipment/SystemsConnectivity Panels/Charging StationsTV Content/Interactive TV/IPTVTV EquipmentWireless Communications

GoConcierge ....................................1312Ph: [email protected]/home

Guest Management /CRM/Loyalty

Goodman Co., LP-Amana PTAC Sales .231Ph: [email protected]

Energy Management/Conservation

Gossamer Networks ..........................154Ph: [email protected]

IP PhonesManaged Network ServicesPremise-based PBXVoice MailVOIP

Ground Labs ....................................1541Ph: [email protected]/

Credit Card & Payment SystemsData/Credit Card SecurityNetwork Security

Guest Direct .......................................655Ph: [email protected]

Computer Reservation Systems (CRS/Distribution)


Guest SatisfactionHSIA/InstallationTable/Reservation/Waitlist Management

GuestDriven .....................................1750Ph: [email protected]

Business Intelligence/Data WarehouseGuest Management /CRM/LoyaltyMarket IntelligenceMobile ApplicationsSocial Media

Guest-tek ...........................................209Ph: [email protected]

Guestware .........................................519Ph: [email protected]

Business Intelligence/Data WarehouseCloud ComputingDocument ManagementGuest Management /CRM/LoyaltyGuest Response/Guest Service/

Guest SatisfactionHousekeeping AutomationHousekeeping/Room Service AlertsMulti Property ManagementPre/Post Stay E-MarketingRadio/Paging/SMS

HandHeld Hospitality ........................225Ph: 877-331-3777sandi@handheldhospitality.comwww.handheldhospitality.com


Guest SatisfactionItinerary/Activities ManagementMobile ApplicationsWebsite Development/Design

Harman International ........................248Ph: [email protected]

Audio Visual Equipment/SystemsConnectivity Panels/Charging StationsRadio/Paging/SMSRadios & Music SystemsTV Equipment

HeadsUp FD .......................................961Ph: [email protected]

Casino ManagementData/Credit Card SecurityGuest Response/Guest Service/

Guest SatisfactionSecurity Systems

Hear My Lips ....................................1522Ph: [email protected]

Audio Visual Equipment/SystemsDigital SignageMobile ApplicationsTV EquipmentWi-Fi

HeBS Digital ......................................442Ph: [email protected]

Advertising SpecialtiesBudgeting/ForecastingInternet ContentSocial MediaWebsite Development/Design

Hospitality Financial and Technology Professionals (HFTP) ..........................455Ph: [email protected]

Industry PublicationRelated AssociationTraining

Hisense USA .....................................1559Ph: [email protected]/

TV Equipment

Homisco, Inc. ....................................1358Ph: 800-370-8353 / [email protected]; [email protected]

Call AccountingCloud-based PBXGuest Management /CRM/LoyaltyGuest Response/Guest Service/

Guest SatisfactionVoice Mail

Hospitality Technical Services .........1248Ph: [email protected]

HSIA/InstallationWi-Fi

Hospitality Technology Magazine ....1554Ph: [email protected]

Hospitality Upgrade ........................1640Ph: 678-802-5302geneva@hospitalityupgrade.comwww.hospitalityupgrade.com

Hospitality WiFi ...............................1719Ph: [email protected]

Wi-FiWireless Communications


http://www.glinkconnect.com/


http://www.goconcierge.net/home


http://www.amana-ptac.com


http://www.gossamernet.com


http://www.groundlabs.com/


http://www.guestdirect.com


http://www.guestdriven.com



http://www.guestware.com


http://www.handheldhospitality.com


http://www.harman.com


http://www.headsupfd.com


http://www.HearMyLips.com


http://www.hebsdigital.com


http://www.hftp.org


http://www.hisense-usa.com/



http://www.homisco.com


http://www.htsnow.com


http://www.htmagazine.com


http://www.hospitalityupgrade.com


http://www.hospitalitywifi.com

66 HITEC 2014

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hospitalityPulse ...............................1058Ph: [email protected]

Cloud ComputingGuest Management /CRM/LoyaltyGuest Response/Guest Service/

Guest SatisfactionInventory ControlRevenue/Yield Management

Hotel Business Magazine ...................151Ph: [email protected]

Hotel Internet Services ....................1040Ph: 866-265-7575 [email protected]

HSIA/InstallationNetwork ManagementTV Content/Interactive TV/IPTVWi-FiWireless Communications

Hotel Management ............................152Ph: [email protected]

Hotel News Now ................................250

hotel SystemsPro .............................1151Ph: [email protected]


Guest SatisfactionRevenue/Yield Management

HotelExPERT ......................................506Ph: [email protected]

Engineering/Equipment ManagementGuest Management /CRM/LoyaltyHousekeeping Automation

Hotelogix ...........................................229Ph: [email protected]/

Computer Reservation Systems (CRS)/ Distribution

HMS (Combined PMS & CRS)Multi Property ManagementPMSRevenue/Yield Management

HOTELS Magazine ............................1737

Hoteza .............................................1542Ph: [email protected]/

Digital SignageGuest Response/Guest Service/

Guest SatisfactionHSIA/InstallationMobile Applications

Hotwire Communications ................1354Ph: [email protected]

TV Content/Interactive TV/IPTVWi-FiWireless Communications

HTNG ...............................................1149Ph: [email protected]

Related Association

iDashboards .......................................224Ph: [email protected]

Business Intelligence/Data Warehouse

IDScan.net .........................................148Ph: [email protected]

Guest Management /CRM/LoyaltyHMS (Combined PMS & CRS)Multi Property ManagementPMSPOS

iLuv Creative Technology .................1454Ph: [email protected]

Radios & Music Systems

Immersion Companies .......................349Ph: 702-233-8212mark@immersioncompanies.comwww.immersioncompanies.com/

Booking EnginesCloud ComputingOutsourced IT servicesPMSTraining

Indra ..................................................643Ph: [email protected]/en

Business Intelligence/Data WarehouseCloud ComputingComputer Reservation Systems(CRS)/

DistributionERP/Accounting SystemGuest Management /CRM/LoyaltyHMS (Combined PMS & CRS)Multi Property ManagementPMSPOSWebsite Development/Design

Infor ...................................................701Ph: [email protected]/solutions/hospitality/

Accounting/FinanceBudgeting/ForecastingBusiness Intelligence/Data WarehouseEnergy Management/ConservationERP/Accounting SystemGuest Management /CRM/LoyaltyHMS (Combined PMS & CRS)HR, Time and Labor ManagementPMSRevenue/Yield Management

Info-Tech Research Group ...............1741Ph: [email protected]/

InfoValue Computing, Inc. ...............1213Ph: [email protected]

Digital SignageHSIA/InstallationMobile ApplicationsTV Content/Interactive TV/IPTVVideo/Teleconferencing

Ingenico .............................................118Ph: [email protected]

Credit Card and Payment SystemPOS


http://www.hospitalityPulse.com



http://www.hotelwifi.com



http://www.hotelsystemspro.com


http://www.hotelexpert.com


http://www.hotelogix.com/


http://www.hoteza.com/



http://www.htng.org


http://www.iDashboards.com


http://www.IDScan.net


http://www.iLuv.com


http://www.immersioncompanies.com/


http://www.indracompany.com/en


http://www.infor.com/solutions/hospitality/


http://www.infotech.com/


http://www.infovalue.com


http://www.ingenico.us

HITEC 2014 67

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INNCOM by Honeywell ....................1201Ph: [email protected]

Door LocksEnergy Management/ConservationGuest SafesHousekeeping AutomationHousekeeping/Room Service AlertsIn-room Controls – HVAC/Lights/etcMulti Property ManagementNetwork ManagementPMSWireless Communications

InnLink / Trust International ............1326Ph: [email protected]

Booking EnginesComputer Reservation Systems(CRS)/

DistributionGlobal Distribution Systems (GDS)Multi Property ManagementWebsite Development/Design

innRoad ...........................................1360Ph: [email protected]


DistributionHMS (Combined PMS & CRS)PMSRevenue/Yield Management

Intelity .............................................1529Ph: [email protected]/main/


Housekeeping/Room Service AlertsKiosks/Self ServeMobile ApplicationsTV Content/Interactive TV/IPTV

Intellicheck Mobilisa .........................153Ph: [email protected]

Guest Management /CRM/LoyaltyHMS (Combined PMS & CRS)Kiosks/Self ServePMSPOS

Intello Technologies Inc. ....................527Ph: [email protected]

Digital SignageEnergy Management/ConservationHSIA/InstallationWi-Fi

Interactive Sites ................................259Ph: [email protected]

Internet ContentMobile ApplicationsPre/Post Stay E-MarketingWebsite Development/Design

INTEREL .............................................335www.interelme.com


InvoTech Systems, Inc. .......................240Ph: [email protected]

Inventory ControlLinen ControlSecurity SystemsUniform Control

IQWare Inc. ........................................619Ph: [email protected]


Guest SatisfactionPMSRevenue/Yield ManagementTimeshare/Condo/Membership

Management

iRiS Software Systems Ltd .................741Ph: +44 (0) [email protected]


In-room Controls – HVAC/Lights/etcMobile Applications

iTesso-Enterprise Lodging Systems .1449Ph: [email protected]

Channel ManagementComputer Reservation Systems(CRS)/

DistributionHMS (Combined PMS & CRS)Multi Property ManagementPMS

JANUS Displays ..................................727Ph: [email protected]

Digital Signage

Jive Communications .......................1560Ph: [email protected]

Call AccountingCloud-based PBXIP PhonesVoice MailVOIP

Jonas Club Management and clubsystems group ...........................1108Ph: [email protected]

Accounting/FinanceDocument ManagementHR, Time and Labor ManagementMobile ApplicationsWebsite Development/Design

Just In Time Communications ............755www.justintime.tv

KABA ILCO SAFLOK ............................513Ph: [email protected]

Door LocksSecurity Systems

Knowcross .........................................305Ph: [email protected]


Guest SatisfactionHousekeeping AutomationHousekeeping/Room Service AlertsMobile Applications

KOR Systems ......................................439Ph: [email protected]

HSIA/InstallationInternal InfrastructurePremise-based PBXVOIPWi-Fi


http://www.inncom.com


http://www.travlynx.com


http://www.innroad.com


http://www.intelitycorp.com/main/


http://www.ICmobile.com


http://www.intello.com


http://www.interactivesites.com

http://www.interelme.com


http://www.invotech.com


http://www.iqwareinc.com


http://www.iris.net


http://www.itesso.com


http://www.janusdisplays.com


http://www.jive.com


http://www.jonasclub.com

http://www.justintime.tv


http://www.kabalodging.com


http://www.knowcross.com


http://www.korsystems.com

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Kronos .............................................1629Ph: 978-250-9800www.kronos.com

Budgeting/ForecastingCloud ComputingHR, Time and Labor Management

Kube Systems ....................................156Ph: [email protected]

Audio Visual Equipment/SystemsConnectivity Panels/Charging StationsRadios & Music Systems

LEIGHTRONIx, INC .............................754Ph: [email protected]/

Audio Visual Equipment/SystemsChannel ManagementDigital SignageTV Content/Interactive TV/IPTVTV Equipment

LG Electronics USA, Inc. .....................819

LOCATEL ...........................................1254Ph: +33(0) 141 977 [email protected]/

Mobile ApplicationsPMSTV Content/Interactive TV/IPTVTV EquipmentWi-Fi

LODGING Media ................................142Ph: [email protected]

Industry Publication

Lodging Technology .........................1660Ph: [email protected]


Logiclink, Inc. ...................................1619Ph: [email protected]

Guest Business CentersKiosks/Self ServeMobile ApplicationsRemote Guest PrintingSpa Management

LPA Systems .....................................1724Ph: [email protected]

Business Intelligence/Data Warehouse

Lynx Broadband .................................542Ph: [email protected]

Audio Visual Equipment/SystemsTV Content/Interactive TV/IPTVTV Equipment

M3 Accounting & Analytics ..............1622Ph: [email protected]

Accounting/FinanceBusiness Intelligence/Data WarehouseDocument ManagementHR, Time and Labor ManagementMulti Property Management

Maclocks ..........................................1359Ph: [email protected]

Connectivity Panels/Charging StationsKiosks/Self ServePOS

MagTek, Inc. .......................................420Ph: [email protected]

Credit Card & Payment SystemsData/Credit Card SecurityKiosks/Self ServeMobile ApplicationsPOS

Matrix Telecom ................................1521

MCOM Media Communications .......1342Ph: [email protected]

Channel ManagementDigital SignageMobile ApplicationsTV Content/Interactive TV/IPTVTV Equipment

Meetings Maker ................................440Ph: [email protected]


DistributionGuest Business CentersMobile Applications

Megasys Hospitality Solutions ........1625Ph: [email protected]

Global Distribution Systems (GDS)HMS (Combined PMS & CRS)PMSPOS

Merchant Link ....................................626Ph: [email protected]


Meru Networks ..................................329Ph: [email protected]

HSIA/InstallationInternal InfrastructureMobile ApplicationsNetwork ManagementWi-Fi

Metropolis Technologies, Inc. ............630Ph: [email protected]

Business Intelligence/Data WarehouseCall AccountingEmergency ManagementMulti Property ManagementNetwork Management

MICROS Systems, Inc. ........................709Ph: [email protected]

Business Intelligence/Data WarehouseCasino ManagementComputer Reservation Systems(CRS)/

DistributionGuest Management /CRM/LoyaltyHMS (Combined PMS & CRS)Mobile ApplicationsMulti Property ManagementPMSPOSTable/Reservation/Waitlist Management

Milestone Internet Marketing, Inc. ....644Ph: [email protected]/

Advertising SpecialtiesWebsite Development/Design

http://www.kronos.com


http://www.kubesystems.com


http://www.leightronix.com/


http://www.locatel.net/


http://www.lodgingmagazine.com


http://www.lodgingtechnology.com


http://www.logiclink.com


http://www.lpa.com


http://www.lynxbroadband.com


http://www.M3as.com


http://www.maclocks.com


http://www.magtek.com


http://www.mcoms.com


http://www.meetingsmaker.com


http://www.megasyshms.com


http://www.merchantlink.com


http://www.merunetworks.com


http://www.metropolis.com


http://www.micros.com


http://www.milestoneinternet.com/

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Mitel Corporation ..............................355Ph: [email protected]

Cloud-based PBXIP PhonesPremise-based PBXVoice MailWireless Communications

Miwa Lock Co., Ltd. .........................1140Ph: [email protected]

Door LocksSecurity Systems

Mobile Simple .................................1751Ph: [email protected]

Automated Refreshment CentersCloud ComputingMobile Applications

Monscierge, Inc. ...............................1061Ph: [email protected]


Guest SatisfactionKiosks/Self ServeMobile Applications

Moreton Bay Technology Pty. Ltd. .....407Ph: [email protected]

Budgeting/ForecastingInventory ControlInventory/PurchasingMenu/Recipe Creation/AnalysisProcurement Systems

Motorola Solutions ............................756Ph: 847-576-5000www.motorolasolutions.com

Network SecurityRadio/Paging/SMSVOIPWi-FiWireless Communications

MSI (Multi-Systems Inc.) ..................1019Ph: [email protected]/

Cloud ComputingGuest Management /CRM/LoyaltyHMS (Combined PMS & CRS)Mobile ApplicationsPMS

Multicom, Inc. ..................................1618Ph: [email protected]

BroadbandDigital SignageTV Content/Interactive TV/IPTVTV EquipmentWi-Fi

my HotelApp ......................................150Ph: [email protected]


Guest SatisfactionKiosks/Self ServeMobile Applications

NationalLink ....................................1739Ph: [email protected]

Accounting/FinanceCash ManagementCredit Card & Payment SystemsKiosks/Self Serve

NAVIS ...............................................1329Ph: [email protected]

Business Intelligence/Data WarehouseCall AccountingComputer Reservation Systems(CRS)/

DistributionGuest Management /CRM/LoyaltyPre/Post Stay E-Marketing

nCLOSE-POSenclosures.com ..............854Ph: [email protected]

Credit Card & Payment SystemsKiosks/Self ServeMobile ApplicationsPOSWireless Communications

NEC Corporation of America .............827Ph: [email protected]

Cloud-based PBXDigital SignageIP PhonesMobile ApplicationsPremise-based PBXSecurity SystemsVoice MailVOIPWireless Communications

Neudesic ............................................657Ph: [email protected]

Business Intelligence/Data WarehouseCasino ManagementGuest Management /CRM/LoyaltyGuest Response/Guest Service/Guest

SatisfactionMarket Intelligence

Nevotek .............................................112Ph: [email protected]

Call AccountingIn-room Controls – HVAC/Lights/etcMobile ApplicationsTV Content/Interactive TV/IPTVVoice Mail

Newmarket International, Inc. ...........901Ph: [email protected]

Business Intelligence/Data WarehouseGuest Management /CRM/LoyaltyHousekeeping/Room Service AlertsMarket IntelligenceMulti Property Management

Nomadix ..........................................1327Ph: [email protected]

BroadbandHSIA/InstallationNetwork ManagementNetwork SecurityWi-Fi

Nor1 Inc. ..........................................1607Ph: [email protected]/

Business Intelligence/Data WarehouseChannel ManagementGuest Management /CRM/LoyaltyMarket IntelligenceRevenue/Yield Management

NORTHWIND – Maestro Property Management System .........................719Ph: [email protected]

PMS


http://www.mitel.com


http://www.miwalock.com


http://www.mobile-simple.com


http://www.monscierge.com


http://www.mbtcheck.com

http://www.motorolasolutions.com


http://www.msisolutions.com/


http://www.multicominc.com


http://www.myhotelapp.cl


http://www.nationallinkatm.com


http://www.HITEC.MeetNavis.com


http://www.POSenclosures.com


http://www.necam.com


http://www.neudesic.com


http://www.nevotek.com


http://www.newmarketinc.com


http://www.nomadix.com


http://www.nor1.com/


http://www.maestropms.com

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One Safe Place Media Corp. ..............541Ph: [email protected]

Disaster RecoveryEmergency ManagementIT Outsourcing/ConsultingManaged Network ServicesOutsourced IT services

Onity ................................................1113Ph: [email protected]

Door LocksEnergy Management/ConservationGuest Safes

OpenWays ........................................1209Ph: [email protected]/

Door LocksKiosks/Self ServeMobile ApplicationsSecurity Systems

Optii Solutions .................................1555Ph: +61731235444soenke.weiss@optiisolutions.comwww.optiisolutions.com


Housekeeping AutomationHousekeeping/Room Service AlertsHR, Time and Labor ManagementMobile ApplicationsTraining

PalVision (Singapore) Pte Ltd ............424Ph: [email protected]

Digital SignageHSIA/InstallationMobile ApplicationsNetwork ManagementTV Content/Interactive TV/IPTV

PAR Springer-Miller Systems, Inc. ....1219Ph: [email protected]

Booking EnginesCloud ComputingComputer Reservation Systems(CRS)/

DistributionGuest Management /CRM/LoyaltyHMS (Combined PMS & CRS)Itinerary/Activities ManagementMulti Property ManagementPMSPOSSpa Management

PAS .....................................................418Ph: [email protected]

Accounting/FinanceBudgeting/ForecastingCloud ComputingIT Outsourcing/ConsultingOutsourced IT Services

Passkey, Now A Part of Lanyon ........1129Ph: [email protected]


DistributionGlobal Distribution Systems (GDS)Market IntelligencePre/Post Stay E-Marketing

Percipia ............................................1400Ph: [email protected]

Mobile ApplicationsPremise-based PBXVoice MailVOIPWebsite Development/Design

PhoneSuite ........................................413Ph: [email protected]

Call AccountingCloud-based PBXPremise-based PBXVoice MailVOIP

Phybridge ........................................1259Ph: [email protected]

IP PhonesManaged Network ServicesVOIP

Pico Digital ........................................324Ph: [email protected]

BroadbandNetwork ManagementTV Content/Interactive TV/IPTVTV Equipment

Pinnacle Communications ...............1114Ph: 301-601-0777ddorough@pinnaclecommunications.comwww.pinnaclecommunications.com

Cloud-based PBXPremise-based PBXTV EquipmentVOIPWi-Fi

Planet Payment ..................................525Ph: [email protected]

Credit Card & Payment SystemsData/Credit Card SecurityPOS

PrinterOn .........................................1308Ph: [email protected]

Cloud ComputingMobile ApplicationsRemote Guest Printing

ProfitSword .......................................941Ph: [email protected]

Accounting/FinanceBudgeting/ForecastingBusiness Intelligence/Data WarehouseMulti Property Management

Quadriga Worldwide ..........................119Ph: +44 (0)1189306030www.quadriga.com

Rainmaker .......................................1310Ph: [email protected]/gaming-and-hospitality-

product-suite/Revenue/Yield Management


http://www.onesafeplace.com


http://www.onity.com


http://www.openways.com/


http://www.optiisolutions.com


http://www.palvision.com


http://www.atrio.com


http://www.profact.com


http://www.passkey.com


http://www.percipianetworks.com


http://www.phonesuite.com


http://www.phybridge.com


http://www.picodigital.com


http://www.pinnaclecommunications.com


http://www.planetpayment.com


http://www.printeron.com


http://www.profitsword.com

http://www.quadriga.com


http://www.letitrain.com/gaming-and-hospitality-product-suite/



HITEC 2014 71

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ISTING

RCN Business Services .......................129Ph: 877-726-7000www.rcn.com

BroadbandCloud-based PBXManaged Network ServicesTV Content/Interactive TV/IPTVWi-Fi

ReactorNet Technologies .................1743Ph: [email protected]

Accounting/FinanceBudgeting/ForecastingBusiness Intelligence/Data WarehouseInventory/PurchasingProcurement Systems

RedRock Software ...........................1603Ph: [email protected]

Inventory ControlInventory/PurchasingMenu/Recipe Creation/AnalysisProcurement Systems

Resort Data Processing ...................1204Ph: [email protected]

Guest Management /CRM/LoyaltyMobile ApplicationsPMSRevenue/Yield ManagementTimeshare/Condo/Membership

Management

ResortSuite ........................................507Ph: [email protected]/

Booking EnginesGolf/Ski ManagementGuest Management /CRM/LoyaltyItinerary/Activities ManagementMobile ApplicationsPMSPOSPre/Post Stay E-MarketingSpa ManagementTimeshare/Condo/Membership

Management

Revinate ..........................................1620Ph: [email protected]


Guest SatisfactionSocial Media

Roam Boost .......................................343Ph: [email protected]

Cell Phone CoverageWireless Communications

RoamingAround .................................345Ph: [email protected]

Guest Management /CRM/LoyaltyGuest Response/Guest Service/Guest

SatisfactionMarket IntelligenceMobile ApplicationsSocial Media

RoomKey PMS ...................................145Ph: [email protected]

Booking EnginesCloud ComputingComputer Reservation Systems(CRS)/

DistributionGlobal Distribution Systems (GDS)Guest Management /CRM/LoyaltyMulti Property ManagementPMSRevenue/Yield Management

RoomNetTV .....................................1452Ph: [email protected]

Guest Business CentersHSIA/InstallationManaged Network ServicesTV Content/Interactive TV/IPTVWi-Fi

Ruckus Wireless ...............................1155Ph: 408-483-9659robyn.schechter@ruckuswireless.comwww.ruckuswireless.com

Wi-Fi

Runtriz .............................................1713Ph: [email protected]/

Digital SignageGuest Response/Guest Service/

Guest SatisfactionHousekeeping/Room Service AlertsMobile ApplicationsTV Content/Interactive TV/IPTV

Safety NetAccess, Inc. ......................1059Ph: [email protected]/

BroadbandManaged Network ServicesNetwork ManagementWi-FiWireless Communications

Salto Systems Inc. ..............................835Ph: [email protected]

Security Systems

Samsung Electronics ..........................949Ph: [email protected]/business

Cloud ComputingDigital SignageDocument ManagementGuest Business CentersManaged Network Services

Sceptre Hospitality Resources ...........549Ph: 800-252-0522info@sceptrehospitality.comwww.sceptrehospitality.com


DistributionGlobal Distribution Systems (GDS)Spa ManagementWebsite Development/Design

Schneider Electric ............................1523Ph: 972-822-4636info@buildings.schneider-electric.comwww.schneider-electric.com/US/

Disaster RecoveryEnergy Management/ConservationIn-room Controls – HVAC/Lights/etcSecurity Systems

http://www.rcn.com


http://www.reactornet.com


http://www.redrocksoftware.com


http://www.Resortdata.com


http://www.resortsuite.com/


http://www.revinate.com


http://www.roamboost.com


http://www.roamingaround.com


http://www.roomkeypms.com



http://www.ruckuswireless.com


http://www.runtriz.com/


http://www.safetynetaccess.com/


http://www.saltosystems.com


http://www.samsung.com/business


http://www.sceptrehospitality.com


http://www.schneider-electric.com/US/

72 HITEC 2014

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ISTING


SecurityMetrics ..................................131Ph: [email protected]

Data/Credit Card SecurityNetwork Security

Select-TV-Solutions ..........................1458Ph: [email protected]


TV Content/Interactive TV/IPTV

Sertifi eSignatures ...........................1556Ph: [email protected]

Credit Card & Payment SystemsData/Credit Card SecurityDocument ManagementMobile Applications

Shift4 Corporation ...........................1535Ph: [email protected]/

Accounting/FinanceCredit Card & Payment SystemsData/Credit Card SecurityMobile Applications

SIHOT Hotel Management Software .255Ph: +49 6821 9646 [email protected]

Channel ManagementGuest Management /CRM/LoyaltyHMS (Combined PMS & CRS)Multi Property ManagementRevenue/Yield Management

Single Digits ......................................945Ph: [email protected]

HSIA/InstallationManaged Network ServicesNetwork ManagementPMSWi-Fi

SiteMinder .........................................443Ph: [email protected]/

Booking EnginesChannel Management

SIx Payment Services ........................543Ph: 888-727-0220 x151www.six-payment-services.com


SkyTouch Technology .........................201Ph: 602-337-2800socialmedia@skytouchtechnology.comwww.skytouchtechnology.com

Channel ManagementCloud ComputingHMS (Combined PMS & CRS)Mobile ApplicationsPMS

SkyWire Inc. .......................................144Ph: [email protected]

Advertising SpecialtiesHR, Time and Labor ManagementPOSTable/Reservation/Waitlist ManagementWebsite Development/Design

Smart Hospitality .............................1715Ph: [email protected]

Connectivity Panels/Charging StationsHSIA/InstallationTV Content/Interactive TV/IPTVTV EquipmentWi-Fi

Social Tables ....................................1651jesse@socialtables.comwww.socialtables.com

Audio Visual Equipment/SystemsCloud ComputingInternal InfrastructureInventory ControlMobile Applications

SONIFI Solutions, Inc. .........................811Ph: 605-988-1000www.sonifi.com

BroadbandHSIA/InstallationMobile ApplicationsTV Content/Interactive TV/IPTVWi-Fi

Sonu Satellite ..................................1128Ph: [email protected]


Sovee .................................................226Ph: 855-99-SOVEE (76833)[email protected]/

Advertising SpecialtiesGuest Response/Guest Service/Guest

SatisfactionKiosks/Self ServeWebsite Development/Design

Squirrel Systems ................................624Ph: [email protected]

Credit Card & Payment SystemsData/Credit Card SecurityGuest Management /CRM/LoyaltyMobile ApplicationsPOS

Status Solutions ................................125Ph: [email protected]/

Digital SignageEmergency ManagementKiosks/Self ServeSecurity SystemsWireless Communications

StayNTouch Inc. .................................124Ph: [email protected]


Housekeeping AutomationKiosks/Self ServeMobile ApplicationsPMS

Sunray ..............................................1426Ph: [email protected]

HSIA/InstallationIT Outsourcing/ConsultingManaged Network ServicesOutsourced IT servicesWi-Fi

Swisscom Hospitality Services ........1035Ph: [email protected]/hospitality

HSIA/InstallationManaged Network ServicesNetwork ManagementTV Content/Interactive TV/IPTVWi-Fi


http://www.securitymetrics.com


http://www.selectvsolutions.com


http://www.sertifi.com


http://www.shift4.com/


http://www.sihot.com


http://www.singledigits.com


http://www.siteminder.com/

http://www.six-payment-services.com


http://www.skytouchtechnology.com


http://www.skywire.com


http://www.smarthospitality.com


http://www.socialtables.com

http://www.sonifi.com


http://www.sonusatellite.com


http://www.sovee.com/


http://www.squirrelsystems.com


http://www.statussolutions.com/


http://www.stayntouch.com


http://www.sunraytvi.com


http://www.swisscom.com/hospitality

HITEC 2014 73

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ISTING

Systems Associates, Inc. ....................134Ph: [email protected]

Energy Management/ConservationEngineering/Equipment ManagementGuest Response/Guest Service/

Guest SatisfactionHousekeeping AutomationIn-room Controls – HVAC/Lights/etc

Systems Design & Development, Inc. (SDD) ...............................................1013Ph: [email protected]

Business Intelligence/Data WarehouseCall AccountingCloud-based PBXIT Outsourcing/ConsultingMulti Property Management

TAC/The Assistant Company ..............319Ph: [email protected]/en

Golf/Ski ManagementGuest Management /CRM/LoyaltyItinerary/Activities ManagementSpa ManagementTable/Reservation/Waitlist Management

Tangerine Global ...............................228Ph: [email protected]

Audio Visual Equipment/SystemsEngineering/Equipment ManagementTable/Reservation/Waitlist ManagementTV Content/Interactive TV/IPTVTV Equipment

TE Connectivity ..................................435Ph: [email protected]

Business Intelligence/Data WarehouseConnectivity Panels/Charging StationsIntegrated Antenna SystemsNetwork ManagementWireless Communications

TeleAdapt Inc. ..................................1309Ph: [email protected]

Audio Visual Equipment/SystemsConnectivity Panels/Charging StationsRadios & Music SystemsTV EquipmentWi-Fi

Telecom Brokerage, Inc. ...................1351Ph: [email protected]

BroadbandCloud ComputingCloud-based PBXManaged Network ServicesOutsourced IT services

Telkonet, Inc. ......................................855Ph: [email protected]

Cloud ComputingEnergy Management/ConservationIn-room Controls – HVAC/Lights/etcMulti Property ManagementWireless Communications

Tenerum ...........................................1725Ph: [email protected]

Credit Card & Payment SystemsData/Credit Card SecurityNetwork SecurityPMSPOS

The Eric Ryan Corp. ..........................1241Ph: [email protected]

Budgeting/ForecastingEnergy Management/ConservationExternal BandwidthNetwork ManagementVOIP

Tidel Engineering L.P. ........................325Ph: 972-484-3358 [email protected]

Cash Management

TigerTMS Ltd .....................................935Ph: +44 (0)1425 [email protected]

Call AccountingGuest Response/Guest Service/

Guest SatisfactionHousekeeping AutomationHSIA/InstallationVoice Mail

Time Warner Cable Business Class ....135Ph: [email protected]

TrackIT LLC/ RHR Sytems, Inc. ..........1031Ph: [email protected]

Cloud ComputingGolf/Ski ManagementInventory/PurchasingPackage ControlProcurement Systems

Transworld Services .........................1448Ph: [email protected]/

Digital SignageGuest SafesTV Content/Interactive TV/IPTVTV Equipment

TravelClick, Inc. ................................1009Ph: [email protected]

Booking EnginesBusiness Intelligence/Data WarehouseComputer Reservation Systems(CRS)/

DistributionRevenue/Yield ManagementWebsite Development/Design

Trustwave ..........................................204Ph: [email protected]

Data/Credit Card SecurityNetwork Security

TTI Technologies ..............................1313Ph: [email protected]

Document ManagementGuest Business CentersKiosks/Self ServeMobile Applications

Twisted Pair Solutions .......................341Ph: [email protected]/smarter-ptt

VOIPWireless Communications

UIEvolution, Inc. .................................649


http://www.saicorporate.com


http://www.jazz-fusion.net


http://www.tac.eu.com/en


http://www.tangerineglobal.com


http://www.te.com


http://www.teleadapt.com


http://www.tbicom.com


http://www.telkonet.com


http://www.tenerum.com


http://www.ericryan.com


http://www.tidel.com


http://www.tigertms.com



http://www.trackitpackage.com


http://www.twsdistributors.com/


http://www.travelclick.com


http://www.trustwave.com


http://www.ttitel.com


http://www.twistpair.com/smarter-ptt

74 HITEC 2014

COMP

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ISTING


Unify GmbH Co. KG ..........................1520Ph: [email protected]/us/

Cloud-based PBXSocial MediaVideo/TeleconferencingVOIPWireless Communications

Uniguest ..........................................1613Ph: [email protected]

Digital SignageGuest Business CentersKiosks/Self Serve

Untangle ..........................................1450Ph: [email protected]

Network ManagementNetwork SecurityWi-Fi

USA TODAY .......................................1414Ph: 703-854-3400www.usatoday.com

Website Development/Design

ValuePoint Networks .......................1315Ph: 415-979-0600 [email protected]

BroadbandHSIA/InstallationNetwork SecurityWi-FiWireless Communications

Vecima Networks ...............................138Ph: [email protected]

Audio Visual Equipment/SystemsBroadbandManaged Network ServicesTV Content/Interactive TV/IPTV

Venture Telecom LLC ........................1252Ph: [email protected]

IP PhonesPremise-based PBXVOIP

Venza Group, Inc. ...............................330Ph: [email protected]

IT Outsourcing/ConsultingMobile ApplicationsTraining

Verdant Environmental Technologies Inc. .............................1249Ph: [email protected]

Energy Management/ConservationEngineering/Equipment ManagementIn-room Controls – HVAC/Lights/etc

Verian .............................................1735Ph: [email protected]

Cloud ComputingOutsourced IT servicesProcurement Systems

VeriFone, Inc. ...................................1443Ph: 727-953-4000www.verifone.com

Credit Card & Payment SystemsData/Credit Card SecurityPOS

Verizon .............................................1355Ph: 240-568-1528brian.pollara@verizonwireless.comwww.verizonenterprise.com/industry/travel/

BroadbandDigital SignageMobile ApplicationsSocial MediaWi-Fi

Vertical Booking ................................128Ph: 505-263-6128mark.leiwsbrown@verticalbooking.comwww.verticalbooking.com

Booking EnginesChannel ManagementComputer Reservation Systems(CRS)/

DistributionGlobal Distribution Systems (GDS)Guest Management /CRM/Loyalty

Viggo SNTV ......................................1255Ph: [email protected]


Housekeeping/Room Service AlertsMobile ApplicationsTV Content/Interactive TV/IPTVWi-Fi

VingCard Elsafe .................................401Ph: [email protected]

Door LocksEnergy Management/ConservationGuest SafesIn-room Controls – HVAC/Lights/etcSecurity Systems

Vision Technologies ...........................140Ph: [email protected]

Audio Visual Equipment/SystemsCell Phone CoverageInternal InfrastructureNetwork ManagementWi-Fi

Vocera Communications ..................1243Ph: [email protected]/

Voxer ...............................................1410Ph: [email protected]

Mobile ApplicationsRadio/Paging/SMSSocial MediaWireless Communications

Voxx Accessories Corporation ...........143Ph: [email protected]

Connectivity Panels/Charging StationsTV Equipment

VTech Hotel Phones .........................1429Ph: [email protected]

Analog PhonesEmergency ManagementIP PhonesVoice Mail


http://www.unify.com/us/


http://www.uniguest.com


http://www.usatoday.com


http://www.valuepointnet.com


http://www.vecima.com


http://www.venturetelecom.com


http://www.venzagroup.com


http://www.verdant.info


http://www.verian.com

http://www.verifone.com


http://www.verizonenterprise.com/industry/travel/


http://www.verticalbooking.com


http://www.viggo.tv


http://www.vingcardelsafe.com


http://www.visiontech.biz


http://www.vocera.com/


http://www.voxer.com


http://www.voxxintl.com


http://www.vtechhotelphones.com

HITEC 2014 75

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ISTING

Wanaport, Inc. .................................1455Ph: [email protected]

HSIA/InstallationManaged Network ServicesNetwork ManagementWi-FiWireless Communications

WebRezPro Property Management System .............................................1519Ph: [email protected]

Booking EnginesCloud ComputingMulti Property ManagementPMS

Wifi-soft Solutions ...........................1729Ph: [email protected]

Advertising SpecialtiesManaged Network ServicesNetwork ManagementWi-Fi

Windstream .......................................805www.windstream.com

Winncom Technologies ....................1644Ph: [email protected]

BroadbandIntegrated Antenna SystemsMobile ApplicationsWi-FiWireless Communications

Wireless Watchdogs .........................1545Ph: 310-943-3415john.gonzalez@wirelesswatchdogs.comwww.wirelesswatchdogs.com

Accounting/FinanceCell Phone CoverageIT Outsourcing/ConsultingOutsourced IT servicesWireless Communications

World Cinema, Inc. .............................627Ph: 800-944-9441www.worldcinemainc.com


Worldpay .........................................1257dropusaline@worldpay.comwww.worldpay.com

Computer Reservation Systems(CRS)/ Distribution

Credit Card & Payment SystemsGlobal Distribution Systems (GDS)POS

xirrus ...............................................1357Ph: [email protected]

Wi-FiWireless Communications

xpodigital ........................................1524Ph: [email protected]

Audio Visual Equipment/SystemsDigital SignageKiosks/Self ServeMobile ApplicationsNetwork Management

y!kes ................................................1158Ph: [email protected]

Door LocksGuest Management/CRM/LoyaltyGuest Response/Guest Service/

Guest SatisfactionKiosks/Self-ServiceMobile ApplicationsWireless Communications

Yellow Dog Software .........................200Ph: [email protected]

Inventory ControlInventory/Purchasing

ZDirect, Inc. ........................................735Ph: [email protected]/

Business Intelligence/Data WarehouseGuest Management /CRM/LoyaltyMobile ApplicationsPre/Post Stay E-Marketing

Zhone Technologies Inc. ...................1029www.zhone.com


http://www.wanaport.com


http://www.webrezpro.com


http://www.wifi-soft.com

http://www.windstream.com


http://www.winncom.com


http://www.wirelesswatchdogs.com

http://www.worldcinemainc.com


http://www.worldpay.com


http://www.xirrus.com


http://www.xpodigital.com


http://www.yikes.co


http://www.yellowdogsoftware.com


http://www.zdirect.com/

http://www.zhone.com

76 HITEC 2014

exhibitors | product listingAccounting/Finance

Aptech Computer Systems, Inc. .............501 BirchStreet Systems ..............................849 Broadvine ...........................................1649 CSI globalVCard paysystems .................311Data Plus Hospitality Solutions ...........1206Evention ..............................................1211Infor ......................................................701Jonas Club Management and

clubsystems group ..........................1108M3 Accounting & Analytics .................1622NationalLink .......................................1739 PAS .......................................................418ProfitSword ...........................................941ReactorNet Technologies .....................1743Shift4 Corporation ..............................1535 Wireless Watchdogs ............................1545

Advertising SpecialtiesAllView Networks ...............................1730Asian Media & Marketing Group ..........126Cendyn/ONE .......................................1135Flip.to ....................................................130 HeBS Digital ..........................................442Milestone Internet Marketing, Inc. ........644SkyWire Inc. ..........................................144Sovee ....................................................226 Wifi-soft Solutions ..............................1729

Analog PhonesAEI Communications Corp. .................1335 Bittel Americas ....................................1445 Cetis, Inc. ............................................1405 VTech Hotel Phones ............................1429

Audio Visual Equipment/SystemsElectric Mirror .....................................1144 Electro-Media Design, Ltd. ..................1045 Encore Event Technologies ....................206 Enseo, Inc. ...........................................1110 Flyte Systems ......................................1235 G-LINK ................................................1041 Harman International ............................248 Hear My Lips .......................................1522 Kube Systems ........................................156 LEIGHTRONIX, INC ................................754 Lynx Broadband ....................................542 Social Tables ........................................1651 Tangerine Global ...................................228 TeleAdapt Inc. .....................................1309 Vecima Networks ..................................138 Vision Technologies ...............................140 Xpodigital ...........................................1524

Automated Refreshment CentersBartech Systems International ............1025 Dometic ................................................761 Mobile Simple .....................................1751

Booking EnginesAnand Systems .....................................642 Book4Time Inc. ...................................1303 Cenetic ..................................................544 Chetu Inc. ............................................1423 eZee Technosys, PVT Ltd ......................1753 Immersion Companies ..........................349 InnLink / Trust International ................1326 innRoad ..............................................1360 Meetings Maker ....................................440 PAR Springer-Miller Systems, Inc. ........1219 Passkey, Now A Part of Lanyon ............1129 ResortSuite ...........................................507 RoomKey PMS.......................................145 Sceptre Hospitality Resources ...............549 SiteMinder ............................................443 TravelClick, Inc. ...................................1009 Vertical Booking ....................................128 WebRezPro Property Management

System ............................................1519

BroadbandAcentic Inc ..........................................1543 ATX Networks .....................................1340 Broadband Hospitality ........................1301 Comcast Business ...............................1141 Edge Communications ........................1755 Elfiq Networks ......................................640 Multicom, Inc. .....................................1618 Nomadix .............................................1327 Pico Digital ...........................................324 RCN Business Services ..........................129 Safety NetAccess, Inc. .........................1059 SONIFI Solutions, Inc. ............................811 Telecom Brokerage, Inc. ......................1351 ValuePoint Networks ..........................1315 Vecima Networks ..................................138 Verizon ................................................1355 Winncom Technologies .......................1644

Budgeting/ForecastingAptech Computer Systems, Inc. .............501 Attendance on Demand, Inc. ...............1349 Broadvine ...........................................1649 Datavision Technologies, Inc. ..............1227 HeBS Digital ..........................................442 Infor ......................................................701 Kronos ................................................1629 Moreton Bay Technology Pty. Ltd. .........407 PAS .......................................................418 ProfitSword ...........................................941 ReactorNet Technologies .....................1743The Eric Ryan Corp. .............................1241

Business Intelligence/Data WarehouseAptech Computer Systems, Inc. .............501 Broadvine ...........................................1649 Cendyn/ONE .......................................1135 Chetu Inc. ............................................1423 Clairvoyix ............................................1605 Data Plus Hospitality Solutions ...........1206

Datavision Technologies, Inc. ..............1227 GuestDriven ........................................1750 Guestware ............................................519 iDashboards ..........................................224 Indra .....................................................643 Infor ......................................................701 LPA Systems ........................................1724 M3 Accounting & Analytics .................1622 Metropolis Technologies, Inc. ................630 MICROS Systems, Inc. ...........................709 NAVIS..................................................1329 Neudesic ...............................................657Newmarket International, Inc................901 Nor1 Inc. .............................................1607 ProfitSword ...........................................941 ReactorNet Technologies .....................1743 Systems Design & Development, Inc.

(SDD) ..............................................1013 TE Connectivity .....................................435 TravelClick, Inc. ...................................1009 ZDirect, Inc. ...........................................735

Call AccountingEarthBend Distribution ..........................149 Homisco, Inc. .......................................1358 Jive Communications ..........................1560 Metropolis Technologies, Inc. ................630 NAVIS..................................................1329 Nevotek ................................................112 PhoneSuite ............................................413 Systems Design & Development, Inc.

(SDD) ..............................................1013 TigerTMS Ltd .........................................935

Cash ManagementEvention ..............................................1211 NationalLink .......................................1739 Tidel Engineering L.P. ............................325

Casino ManagementCard Scanning Solutions Inc. ...............1558 Celayix Software .................................1421 HeadsUp FD ..........................................961 MICROS Systems, Inc. ...........................709 Neudesic ...............................................657

Cell Phone CoverageRoam Boost ..........................................343 Vision Technologies ...............................140 Wireless Watchdogs ............................1545

Channel Management B4Checkin Ltd. ......................................536 eZee Technosys, PVT LTD .....................1753 iTesso-Enterprise Lodging Systems ......1449 LEIGHTRONIX, INC ................................754 MCOM Media Communications ..........1342 Nor1 Inc. .............................................1607 SIHOT Hotel Management Software .....255 SiteMinder ............................................443 SkyTouch Technology ............................201 Vertical Booking ....................................128

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ISTING

Cloud Computing 360Leo ................................................1261 Acutek Solutions .................................1631 Adaco ...................................................605 ADTRAN ..............................................1731 AirWatch by VMware ..........................1319 Alcatel-Lucent USA Inc........................1635 Anevia...................................................538 Attendance on Demand, Inc. ...............1349 Broadvine ...........................................1649 Celayix Software .................................1421 Cendyn/ONE .......................................1135Clairvoyix ............................................1605 Data Plus Hospitality Solutions ...........1206 Entertainment Solutions .....................1343 EthoStream ...........................................858 Evolve Guest Controls ...........................429 eZee Technosys, PVT LTD .....................1753 Flyte Systems ......................................1235 FOOD-TRAK ........................................1109 Guestware ............................................519 hospitalityPulse ...................................1058 Immersion Companies ..........................349 Indra .....................................................643 Kronos ................................................1629 Mobile Simple .....................................1751 MSI (Multi-Systems Inc.) .....................1019 PAR Springer-Miller Systems, Inc. ........1219 PAS .......................................................418 PrinterOn ............................................1308 RoomKey PMS.......................................145 Samsung Electronics .............................949 SkyTouch Technology ............................201 Social Tables ........................................1651 Telecom Brokerage, Inc. ......................1351 Telkonet, Inc. .........................................855 TrackIT LLC/ RHR Sytems, Inc. ..............1031 Verian .................................................1735 WebRezPro Property Management

System ............................................1519

Cloud-based PBxAvaya ....................................................252 CCI Systems ........................................1412 Cendyn/One ........................................1135Comcast Business ...............................1141 Connect Call Global, LLC .......................757 Fingi Inc. .............................................1601 Homisco, Inc. .......................................1358 Jive Communications ..........................1560 Mitel Corporation .................................355 NEC Corporation of America .................827 PhoneSuite ............................................413 Pinnacle Communications ...................1114 RCN Business Services ..........................129 Systems Design & Development, Inc.

(SDD) ..............................................1013 Telecom Brokerage, Inc. ......................1351 Unify GmbH Co. KG.............................1520

Computer Reservation Systems(CRS)/Distribution

B4Checkin Ltd. ......................................536 Cenium .................................................635 Guest Direct ..........................................655 Hotelogix ..............................................229 Indra .....................................................643 InnLink / Trust International ................1326 innRoad ..............................................1360 iTesso-Enterprise Lodging Systems ......1449 Meetings Maker ....................................440 MICROS Systems, Inc. ...........................709 NAVIS..................................................1329 PAR Springer-Miller Systems, Inc. ........1219 Passkey, Now A Part of Lanyon ............1129 RoomKey PMS.......................................145 Sceptre Hospitality Resources ...............549 TravelClick, Inc. ...................................1009 Vertical Booking ....................................128 Worldpay ............................................1257

Connectivity Panels/Charging StationsBittel Americas ....................................1445 Brandstand Products .............................531 G-LINK ................................................1041 Harman International ............................248 Kube Systems ........................................156 Maclocks .............................................1359 Smart Hospitality ................................1715 TE Connectivity .....................................435 TeleAdapt Inc. .....................................1309 Voxx Accessories Corporation ...............143

Credit Card & Payment SystemsAir2Data, HSIA ......................................959 Bank of America Merchant Services ....1428CSI globalVCard paysystems .................311 Elavon ...................................................611 Ground Labs .......................................1541 Ingenico ................................................118MagTek, Inc. ..........................................420 Merchant Link .......................................626 NationalLink .......................................1739 nCLOSE-POSenclosures.com .................854 Planet Payment .....................................525 Sertifi eSignatures ...............................1556 Shift4 Corporation ..............................1535 SIX Payment Services ............................543 Squirrel Systems ....................................624 Tenerum ..............................................1725 VeriFone, Inc. .......................................1443 Worldpay ............................................1257

Data/Credit Card SecurityAruba Networks ..................................1404 Bank of America Merchant Services ....1428Coalfire ...............................................1408 CSI globalVCard paysystems .................311 Edge Communications ........................1755

Ground Labs .......................................1541 HeadsUp FD ..........................................961 MagTek, Inc. ..........................................420 Merchant Link .......................................626 Planet Payment .....................................525 SecurityMetrics .....................................131 Sertifi eSignatures ...............................1556 Shift4 Corporation ..............................1535 SIX Payment Services ............................543 Squirrel Systems ....................................624 Tenerum ..............................................1725 Trustwave .............................................204 VeriFone, Inc. .......................................1443

Digital Signage22MILES Wayfinding ...........................1643 Acentic Inc ..........................................1543 Alcatel-Lucent USA Inc........................1635 at-visions ..............................................535 ATX Networks .....................................1340 Chetu Inc. ............................................1423 Display Systems International, Inc. ......1518 Encore Event Technologies ....................206 Enseo, Inc. ...........................................1110 Entertainment Solutions .....................1343 Flyte Systems ......................................1235 Four Winds Interactive ........................1509 Hear My Lips .......................................1522 Hoteza ................................................1542 InfoValue Computing, Inc. ...................1213 Intello Technologies Inc. ........................527 JANUS Displays .....................................727 LEIGHTRONIX, INC ................................754 MCOM Media Communications ..........1342 Multicom, Inc. .....................................1618 NEC Corporation of America .................827 PalVision (Singapore) Pte Ltd ................424 Runtriz ................................................1713 Samsung Electronics .............................949 Solutions ...............................................125 Transworld Services ............................1448 Uniguest .............................................1613 Verizon ................................................1355 Xpodigital ...........................................1524

Disaster RecoveryCharter Business ...................................449 Elfiq Networks ......................................640 One Safe Place Media Corp. ..................541 Schneider Electric ................................1523

Document ManagementAirWatch by VMware ..........................1319 Guestware ............................................519 Jonas Club Management and

clubsystems group ..........................1108 M3 Accounting & Analytics .................1622 Samsung Electronics .............................949 Sertifi eSignatures ...............................1556 TTI Technologies ..................................1313

78 HITEC 2014

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Door LocksControl4 ..............................................1334 INNCOM by Honeywell .......................1201 KABA ILCO SAFLOK ..............................513 Miwa Lock Co., Ltd. .............................1140 Onity ...................................................1113 OpenWays ...........................................1209 VingCard Elsafe ....................................401 y!kes ...................................................1158

Emergency ManagementAlcatel-Lucent USA Inc........................1635 Enseo, Inc. ...........................................1110 Metropolis Technologies, Inc. ................630 One Safe Place Media Corp. ..................541 Status Solutions ....................................125 VTech Hotel Phones ............................1429

Energy Management/ConservationAxxess Industries Inc. ..........................1419 Control4 ..............................................1334 Evolve Guest Controls ...........................429 Goodman Co., LP-Amana PTAC Sales ...231 Infor ......................................................701 INNCOM by Honeywell .......................1201 Intello Technologies Inc. ........................527 INTEREL ................................................335 Lodging Technology ............................1660 Onity ...................................................1113 Schneider Electric ................................1523 Systems Associates, Inc. ........................134 Telkonet, Inc. .........................................855 The Eric Ryan Corp. ............................1241 Verdant Environmental

Technologies Inc. ............................1249 VingCard Elsafe ....................................401

Engineering/Equipment Management Entertainment Solutions .....................1343 FCS........................................................409 HotelEXPERT .........................................506 Systems Associates, Inc. ........................134 Tangerine Global ...................................228 Verdant Environmental

Technologies Inc. ............................1249

ERP/Accounting SystemAptech Computer Systems, Inc. .............501 Broadvine ...........................................1649 Cenium .................................................635 Data Plus Hospitality Solutions ...........1206 Indra .....................................................643 Infor ......................................................701

External BandwidthComcast Business ...............................1141 Elfiq Networks ......................................640 The Eric Ryan Corp. .............................1241

Global Distribution Systems (GDS)B4Checkin Ltd. ......................................536 InnLink / Trust International ................1326 Megasys Hospitality Solutions ............1625 Passkey, Now A Part of Lanyon ............1129 RoomKey PMS.......................................145 Sceptre Hospitality Resources ...............549 Vertical Booking ....................................128 Worldpay ............................................1257

Golf/Ski ManagementAbacus 21 ...........................................1723 Cenium .................................................635 ResortSuite ...........................................507 TAC/The Assistant Company..................319 TrackIT LLC/ RHR Sytems, Inc. ..............1031

Guest Business CentersArchelon Enclosures ............................1656 Eleven .................................................1441 Encore Event Technologies ....................206 Flyte Systems ......................................1235 Logiclink, Inc. ......................................1619 Meetings Maker ....................................440 RoomNetTV ........................................1452 Samsung Electronics .............................949 TTI Technologies ..................................1313 Uniguest .............................................1613

Guest Management /CRM/Loyalty Alcatel-Lucent USA Inc........................1635 Aruba Networks ..................................1404 Book4Time Inc. ...................................1303 Card Scanning Solutions Inc. ...............1558 Cendyn/ONE .......................................1135 Cenium .................................................635 CheckMate ............................................122 Clairvoyix ............................................1605 Control4 ..............................................1334 Datavision Technologies, Inc. ..............1227 Digital Alchemy .....................................249 Digital ID .............................................1130 Four Winds Interactive ........................1509 GoConcierge .......................................1312 Guest Direct ..........................................655 GuestDriven ........................................1750 Guestware ............................................519 HandHeld Hospitality ............................225 Homisco, Inc. .......................................1358 hospitalityPulse ...................................1058 hotel SystemsPro ................................1151 HotelEXPERT .........................................506 IDScan.net ............................................148 Indra .....................................................643 Infor ......................................................701 Intellicheck Mobilisa .............................153 IQWare Inc. ...........................................619 Knowcross ............................................305 MICROS Systems, Inc. ...........................709 Monscierge, Inc. ..................................1061

MSI (Multi-Systems Inc.) .....................1019 my HotelApp .........................................150 NAVIS..................................................1329 Neudesic ...............................................657Newmarket International, Inc................901 Nor1 Inc. .............................................1607 PAR Springer-Miller Systems, Inc. ........1219 Resort Data Processing .......................1204 ResortSuite ...........................................507 Revinate ..............................................1620 RoamingAround ....................................345 RoomKey PMS.......................................145 SIHOT Hotel Management Software .....255 Squirrel Systems ....................................624 TAC/The Assistant Company..................319 Vertical Booking ....................................128y!kes ...................................................1158 ZDirect, Inc. ...........................................735


Aruba Networks ..................................1404 AVPM ..................................................1435 B4Checkin Ltd. ......................................536 Broadvine ...........................................1649 Cendyn/ONE .......................................1135CheckMate ............................................122 Cloud 9 Mobility .................................1658 Digital Alchemy .....................................249 Edge Communications ........................1755 Evolve Guest Controls ...........................429 FCS........................................................409 Fingi Inc. .............................................1601 Guest Direct ..........................................655 Guestware ............................................519 HandHeld Hospitality ............................225 HeadsUp FD ..........................................961 Homisco, Inc. .......................................1358 hospitalityPulse ...................................1058 hotel SystemsPro ................................1151 Hoteza ................................................1542 Intelity.................................................1529 IQWare Inc. ...........................................619 iRiS Software Systems Ltd .....................741 Knowcross ............................................305 Monscierge, Inc. ..................................1061 my HotelApp .........................................150 Neudesic ...............................................657Optii Solutions ....................................1555 Revinate ..............................................1620 Roaming Around ...................................345Runtriz ................................................1713 Select-TV-Solutions .............................1458 Sovee ....................................................226 StayNTouch Inc. ....................................124 Systems Associates, Inc. ........................134 TigerTMS Ltd .........................................935 Viggo SNTV .........................................1255y!kes ...................................................1158

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Guest SafesDometic ................................................761 INNCOM by Honeywell .......................1201 Onity ...................................................1113 Transworld Services ............................1448 VingCard Elsafe ....................................401

HMS (Combined PMS & CRS)Anand Systems .....................................642 Cenium .................................................635 Hotelogix ..............................................229 IDScan.net ............................................148 Indra .....................................................643 Infor ......................................................701 innRoad ..............................................1360 Intellicheck Mobilisa .............................153 iTesso-Enterprise Lodging Systems ......1449 Megasys Hospitality Solutions ............1625 MICROS Systems, Inc. ...........................709 MSI (Multi-Systems Inc.) .....................1019 PAR Springer-Miller Systems, Inc. ........1219 SIHOT Hotel Management Software .....255 SkyTouch Technology ............................201

Housekeeping Automation Acenonyx ..............................................127 AVPM ..................................................1435 Axxess Industries Inc. ..........................1419 Control4 ..............................................1334 DuVoice Corporation .............................328 FCS........................................................409 Guestware ............................................519 HotelEXPERT .........................................506 INNCOM by Honeywell .......................1201 Knowcross ............................................305 Optii Solutions ....................................1555 StayNTouch Inc. ....................................124 Systems Associates, Inc. ........................134 TigerTMS Ltd .........................................935

Housekeeping/Room Service AlertsAcenonyx ..............................................127 Acutek Solutions .................................1631 Axxess Industries Inc. ..........................1419 Galaxy Hotel Systems .........................1105 Guestware ............................................519 INNCOM by Honeywell .......................1201 Intelity.................................................1529 Knowcross ............................................305 Newmarket International, Inc................901 Optii Solutions ....................................1555 Runtriz ................................................1713 Viggo SNTV .........................................1255

HR, Time and Labor Management Adaco ...................................................605 Agilysys, Inc. .......................................1119 Attendance on Demand, Inc. ...............1349 Cawley Digital ID ................................1130 Celayix Software .................................1421 Evention ..............................................1211 Infor ......................................................701

Jonas Club Management and clubsystems group ..........................1108

Kronos ................................................1629 M3 Accounting & Analytics .................1622 Optii Solutions ....................................1555 SkyWire Inc. ..........................................144

HSIA/InstallationAcentic Inc ..........................................1543 Acutek Solutions .................................1631 ADTRAN ..............................................1731 Air2Data, HSIA ......................................959 at-visions ..............................................535 Broadband Hospitality ........................1301 Bulk TV & Internet .................................749 Comcast Business ...............................1141 Connect Call Global, LLC .......................757 Danmagi .............................................1752 Datatrend Technologies, Inc. .................856 Eleven .................................................1441 Elfiq Networks ......................................640 Encore Event Technologies ....................206 Engineered Lifestyles ..........................1353 EthoStream ...........................................858 Falcon IP/Complete .............................1549 Guest Direct ..........................................655 Hospitality Technical Services ..............1248 Hotel Internet Services ........................1040 Hoteza ................................................1542 InfoValue Computing, Inc. ...................1213 Intello Technologies Inc. ........................527 KOR Systems .........................................439 Meru Networks .....................................329 Nomadix .............................................1327 PalVision (Singapore) Pte Ltd ................424 RoomNetTV ........................................1452 Single Digits ..........................................945Smart Hospitality ................................1715 SONIFI Solutions, Inc. ............................811 Sunray .................................................1426 Swisscom Hospitality Services .............1035 TigerTMS Ltd .........................................935 ValuePoint Networks ..........................1315 Wanaport, Inc......................................1455

Industry PublicationHFTP .....................................................455LODGING Media ...................................142

In-room Controls – HVAC/Lights/etcAcutek Solutions1631 at-visions ..............................................535 Axxess Industries Inc. ..........................1419 Celadon, Inc. .......................................1749 Cetis, Inc. ............................................1405 Control4 ..............................................1334 Dometic ................................................761 Electric Mirror .....................................1144 Engineered Lifestyles ..........................1353 Evolve Guest Controls ...........................429 Fingi Inc. .............................................1601

INNCOM by Honeywell .......................1201 iRiS Software Systems Ltd .....................741 Nevotek ................................................112 Schneider Electric ................................1523 Systems Associates, Inc. ........................134 Telkonet, Inc. .........................................855 Verdant Environmental

Technologies Inc. ............................1249 VingCard Elsafe ....................................401

Integrated Antenna Systems TE Connectivity .....................................435 Winncom Technologies .......................1644

Internal InfrastructureAruba Networks ..................................1404 Eng Infotech........................................1653 KOR Systems .........................................439 Meru Networks .....................................329 Social Tables ........................................1651 Vision Technologies ...............................140

Internet Content22MILES Wayfinding ...........................1643 AirWatch by VMware ..........................1319 AllView Networks ...............................1730 Cendyn/ONE .......................................1135Eleven .................................................1441 HeBS Digital ..........................................442 Interactive Sites ....................................259

Inventory ControlAdaco ...................................................605 BirchStreet Systems ..............................849 ChefTec/Culinary Software Services ......326 DuVoice Corporation .............................328 FOOD-TRAK ........................................1109 hospitalityPulse ...................................1058 InvoTech Systems, Inc. ...........................240 Moreton Bay Technology Pty. Ltd. .........407 RedRock Software ...............................1603 Social Tables ........................................1651 Yellow Dog Software .............................200

Inventory/PurchasingAbacus 21 ...........................................1723 Adaco ...................................................605 Agilysys, Inc. .......................................1119 BirchStreet Systems ..............................849 Book4Time Inc. ...................................1303 ChefTec/Culinary Software Services ......326 Data Plus Hospitality Solutions ...........1206 FOOD-TRAK ........................................1109 Moreton Bay Technology Pty. Ltd. .........407 ReactorNet Technologies .....................1743 RedRock Software ...............................1603 TrackIT LLC/ RHR Sytems, Inc. ..............1031 Yellow Dog Software .............................200

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IP PhonesAEI Communications Corp. .................1335 Avaya ....................................................252 Bittel Americas ....................................1445 Cetis, Inc. ............................................1405 Cisco Systems .....................................1126 Cox Business .........................................419 EarthBend Distribution ..........................149 Gossamer Networks ..............................154 Jive Communications ..........................1560 Mitel Corporation .................................355 NEC Corporation of America .................827 Phybridge ............................................1259 Venture Telecom LLC ...........................1252 VTech Hotel Phones ............................1429

IT Outsourcing/ConsultingAir2Data, HSIA ......................................959 CallTek Center International, Inc. ........1330 Cybage Software Inc. ............................422 Encore Event Technologies ....................206 Eng Infotech........................................1653 Engineered Lifestyles ..........................1353 One Safe Place Media Corp. ..................541 PAS .......................................................418 Sunray .................................................1426 Systems Design & Development, Inc.

(SDD) ..............................................1013 Venza Group, Inc. ..................................330 Wireless Watchdogs ............................1545

Itinerary/Activities ManagementBooker ..................................................114 Cardola Ltd. ........................................1721 Cloud 9 Mobility .................................1658 Cvent ..................................................1361 Flyte Systems ......................................1235 HandHeld Hospitality ............................225 PAR Springer-Miller Systems, Inc. ........1219 ResortSuite ...........................................507 TAC/The Assistant Company..................319

Kiosks/Self Serve22MILES Wayfinding ...........................1643 Acenonyx ..............................................127 Archelon Enclosures ............................1656 Blueprint RF ..........................................219 Card Scanning Solutions Inc. ...............1558 Chetu Inc. ............................................1423 Eleven .................................................1441 Flyte Systems ......................................1235 Four Winds Interactive ........................1509 Intelity.................................................1529 Intellicheck Mobilisa .............................153 Logiclink, Inc. ......................................1619 Maclocks .............................................1359 MagTek, Inc. ..........................................420 Monscierge, Inc. ..................................1061 my HotelApp .........................................150 NationalLink .......................................1739

nCLOSE-POSenclosures.com .................854 OpenWays ...........................................1209 Sovee ....................................................226 Status Solutions ....................................125 StayNTouch Inc. ....................................124 TTI Technologies ..................................1313 Uniguest .............................................1613 Xpodigital ...........................................1524 y!kes ...................................................1158

Linen ControlInvoTech Systems, Inc. ...........................240

Luggage ControlAVPM ..................................................1435

Managed Network Services360Leo ................................................1261 Alcatel-Lucent USA Inc........................1635 CCI Systems ........................................1412 Charter Business ...................................449 Datatrend Technologies, Inc. .................856 Edge Communications ........................1755 EthoStream ...........................................858 Gossamer Networks ..............................154 One Safe Place Media Corp. ..................541 Phybridge ............................................1259 RCN Business Services ..........................129 RoomNetTV ........................................1452 Safety NetAccess, Inc. .........................1059 Samsung Electronics .............................949 Single Digits ..........................................945Sunray .................................................1426 Swisscom Hospitality Services .............1035 Telecom Brokerage, Inc. ......................1351 Vecima Networks ..................................138 Wanaport, Inc......................................1455 Wifi-soft Solutions ..............................1729

Market Intelligence360Leo ................................................1261 Broadvine ...........................................1649 Cendyn/ONE .......................................1135 Clairvoyix ............................................1605 Flip.to ....................................................130 GuestDriven ........................................1750 Neudesic ...............................................657Newmarket International, Inc................901 Nor1 Inc. .............................................1607 Passkey, Now A Part of Lanyon ............1129 RoamingAround ....................................345

Menu/Recipe Creation/AnalysisAbacus 21 ...........................................1723 BirchStreet Systems ..............................849 ChefTec/Culinary Software Services ......326 FOOD-TRAK ........................................1109 Moreton Bay Technology Pty. Ltd. .........407 RedRock Software ...............................1603

Mobile Applications22MILES Wayfinding ...........................1643 Acenonyx ..............................................127 Adaco ...................................................605 Agilysys, Inc. .......................................1119 AirWatch by VMware ..........................1319 Allin Interactive.....................................113 Archelon Enclosures ............................1656 Aruba Networks ..................................1404 Attendance on Demand, Inc. ...............1349 at-visions ..............................................535 Bittel Americas ....................................1445 Broadvine ...........................................1649 Card Scanning Solutions Inc. ...............1558 Cardola Ltd. ........................................1721 Cenium .................................................635 CheckMate ............................................122 ChefTec/Culinary Software Services ......326 Cloud 9 Mobility .................................1658 CSI globalVCard paysystems .................311 Cvent ..................................................1361 Digital Alchemy .....................................249 Entertainment Solutions .....................1343 eZee Technosys, PVT LTD .....................1753 FCS........................................................409 Fingi Inc. .............................................1601 Four Winds Interactive ........................1509 GuestDriven ........................................1750 HandHeld Hospitality ............................225 Hear My Lips .......................................1522 Hoteza ................................................1542 InfoValue Computing, Inc. ...................1213 Intelity.................................................1529 Interactive Sites ....................................259 iRiS Software Systems Ltd .....................741 Jonas Club Management and

clubsystems group ..........................1108 Knowcross ............................................305 LOCATEL .............................................1254 Logiclink, Inc. ......................................1619 MagTek, Inc. ..........................................420 MCOM Media Communications ..........1342 Meetings Maker ....................................440 Meru Networks .....................................329 MICROS Systems, Inc. ...........................709 Mobile Simple .....................................1751 Monscierge, Inc. ..................................1061 MSI (Multi-Systems Inc.) .....................1019 my HotelApp .........................................150 nCLOSE-POSenclosures.com .................854 NEC Corporation of America .................827 Nevotek ................................................112 OpenWays ...........................................1209 Optii Solutions ....................................1555 PalVision (Singapore) Pte Ltd ................424 Percipia ...............................................1400 PrinterOn ............................................1308 Resort Data Processing .......................1204 ResortSuite ...........................................507 RoamingAround ....................................345

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Runtriz ................................................1713 Sertifi eSignatures ...............................1556 Shift4 Corporation ..............................1535 SkyTouch Technology ............................201 Social Tables ........................................1651 SONIFI Solutions, Inc. ............................811 Squirrel Systems ....................................624 StayNTouch Inc. ....................................124 TTI Technologies ..................................1313 Venza Group, Inc. ..................................330 Verizon ................................................1355 Viggo SNTV .........................................1255 Voxer ..................................................1410 Winncom Technologies .......................1644 Xpodigital ...........................................1524 y!kes ...................................................1158ZDirect, Inc. ...........................................735

Multi Property ManagementAnand Systems .....................................642 Aptech Computer Systems, Inc. .............501 Aruba Networks ..................................1404 Cenium .................................................635 DuVoice Corporation .............................328 Galaxy Hotel Systems .........................1105 Guestware ............................................519 Hotelogix ..............................................229 IDScan.net ............................................148 Indra .....................................................643 INNCOM by Honeywell .......................1201 InnLink / Trust International ................1326 iTesso-Enterprise Lodging Systems ......1449 M3 Accounting & Analytics .................1622 Metropolis Technologies, Inc. ................630 MICROS Systems, Inc. ...........................709 Newmarket International, Inc................901 PAR Springer-Miller Systems, Inc. ........1219 ProfitSword ...........................................941 RoomKey PMS.......................................145 SIHOT Hotel Management Software .....255 Systems Design & Development, Inc.

(SDD) ..............................................1013 Telkonet, Inc. ........................................855 WebRezPro Property Management

System ............................................1519

Network Management 360Leo ................................................1261 Acentic Inc ..........................................1543 Air2Data, HSIA ......................................959 Aruba Networks ..................................1404 Avaya ....................................................252 Blueprint RF ..........................................219 CallTek Center International, Inc. ........1330 CCI Systems ........................................1412 Charter Business ...................................449 Cisco Systems .....................................1126 Danmagi .............................................1752 Deep Blue Communications ..................323 Edge Communications ........................1755 Elfiq Networks ......................................640 Four Winds Interactive ........................1509 Hotel Internet Services ........................1040

INNCOM by Honeywell .......................1201 Meru Networks .....................................329 Metropolis Technologies, Inc. ................630 Nomadix .............................................1327 PalVision (Singapore) Pte Ltd ................424 Pico Digital ...........................................324 Safety NetAccess, Inc. .........................1059 Single Digits ..........................................945Swisscom Hospitality Services .............1035 TE Connectivity .....................................435 The Eric Ryan Corp. .............................1241 Untangle .............................................1450 Vision Technologies ...............................140 Wanaport, Inc......................................1455 Wifi-soft Solutions ..............................1729 Xpodigital ...........................................1524

Network SecurityAirWatch by VMware ..........................1319 Aruba Networks ..................................1404 Avaya ....................................................252 EarthBend Distribution ..........................149 Edge Communications ........................1755 Ground Labs .......................................1541 Motorola Solutions ...............................756 Nomadix .............................................1327 SecurityMetrics .....................................131 Tenerum ..............................................1725 Trustwave .............................................204 Untangle .............................................1450 ValuePoint Networks ..........................1315

Outsourced IT ServicesADTRAN ..............................................1731 CallTek Center International, Inc. ........1330 Cybage Software Inc. ............................422 Danmagi .............................................1752 Immersion Companies ..........................349 One Safe Place Media Corp. ..................541 PAS .......................................................418 Sunray .................................................1426 Telecom Brokerage, Inc. ......................1351 Verian .................................................1735 Wireless Watchdogs ............................1545

Package ControlTrackIT LLC/ RHR Sytems, Inc. ..............1031

Parking Technology/Access Control AVPM ..................................................1435

PMSAgilysys, Inc. .......................................1119 Anand Systems .....................................642 Broadvine ...........................................1649 Cenium .................................................635 Chetu Inc. ............................................1423 DuVoice Corporation .............................328 eZee Technosys, PVT LTD .....................1753 Galaxy Hotel Systems .........................1105 Hotelogix ..............................................229 IDScan.net ............................................148 Immersion Companies ..........................349 Indra .....................................................643

Infor ......................................................701 INNCOM by Honeywell .......................1201 innRoad ..............................................1360 Intellicheck Mobilisa .............................153 IQWare Inc. ...........................................619 iTesso-Enterprise Lodging Systems ......1449 LOCATEL .............................................1254 Megasys Hospitality Solutions ............1625 MICROS Systems, Inc. ...........................709 MSI (Multi-Systems Inc.) .....................1019 NORTHWIND - Maestro Property Manage-

ment System .....................................719 PAR Springer-Miller Systems, Inc. ........1219 Resort Data Processing .......................1204 ResortSuite ...........................................507 RoomKey PMS.......................................145 Single Digits ..........................................945SkyTouch Technology ............................201 StayNTouch Inc. ....................................124 Tenerum ..............................................1725 WebRezPro Property Management

System ............................................1519

POSAbacus 21 ...........................................1723 Agilysys, Inc. .......................................1119 Anand Systems .....................................642 Archelon Enclosures ............................1656 AVPM ..................................................1435 Book4Time Inc. ...................................1303 Cenium .................................................635 Elavon ...................................................611 IDScan.net ............................................148 Indra .....................................................643 Ingenico ................................................118Intellicheck Mobilisa .............................153 Maclocks .............................................1359 MagTek, Inc. ..........................................420 Megasys Hospitality Solutions ............1625 MICROS Systems, Inc. ...........................709 nCLOSE-POSenclosures.com .................854 PAR Springer-Miller Systems, Inc. ........1219 Planet Payment .....................................525 ResortSuite ...........................................507 SkyWire Inc. ..........................................144 Squirrel Systems ....................................624 Tenerum ..............................................1725 VeriFone, Inc. .......................................1443 Worldpay ............................................1257

Pre/Post Stay E-MarketingB4Checkin Ltd. ......................................536 Cendyn/One ........................................1135Cenetic ..................................................544 Eng Infotech........................................1653 Guestware ............................................519 Interactive Sites ....................................259 NAVIS..................................................1329 Passkey, Now A Part of Lanyon ............1129 ResortSuite ...........................................507 ZDirect, Inc. ...........................................735

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Premise-based PBx Connect Call Global, LLC .......................757 Cox Business .........................................419 Edge Communications ........................1755 Gossamer Networks ..............................154 KOR Systems .........................................439 Mitel Corporation .................................355 NEC Corporation of America .................827 Percipia ...............................................1400 PhoneSuite ............................................413 Pinnacle Communications ...................1114 Venture Telecom LLC ...........................1252

Procurement SystemsBirchStreet Systems ..............................849 FOOD-TRAK ........................................1109 Moreton Bay Technology Pty. Ltd. .........407 ReactorNet Technologies .....................1743 RedRock Software ...............................1603 TrackIT LLC/ RHR Sytems, Inc. ..............1031 Verian .................................................1735

Radio/Paging/SMSGuestware ............................................519 Harman International ............................248 Motorola Solutions ...............................756 Voxer ..................................................1410

Radios & Music SystemsBittel Americas ....................................1445 Bowers & Wilkins ..................................534 Brandstand Products .............................531 Harman International ............................248 iLuv Creative Technology ....................1454 Kube Systems ........................................156 TeleAdapt Inc. .....................................1309

Related AssociationHFTP .....................................................455HTNG ..................................................1149

Remote Guest PrintingLogiclink, Inc. ......................................1619 PrinterOn ............................................1308

Revenue/Yield ManagementBroadvine ...........................................1649 Datavision Technologies, Inc. ..............1227 innRoad ..............................................1360 hospitalityPulse ...................................1058 hotel SystemsPro ................................1151 Hotelogix ..............................................229 Infor ......................................................701 IQWare Inc. ...........................................619 Nor1 Inc. .............................................1607 Rainmaker ...........................................1310 Resort Data Processing .......................1204 RoomKey PMS.......................................145 SIHOT Hotel Management Software .....255 TravelClick, Inc. ...................................1009

Security SystemsHeadsUp FD ..........................................961 InvoTech Systems, Inc. ...........................240 KABA ILCO SAFLOK ..............................513 Miwa Lock Co., Ltd. .............................1140 NEC Corporation of America .................827 OpenWays ...........................................1209 Salto Systems Inc. .................................835 Schneider Electric ................................1523 Status Solutions ....................................125 VingCard Elsafe ....................................401

Social MediaBooker ..................................................114 Cendyn/ONE .......................................1135CheckMate ............................................122 Cloud 9 Mobility .................................1658 Flip.to ....................................................130 Flyte Systems ......................................1235 GuestDriven ........................................1750 HeBS Digital ..........................................442 Revinate ..............................................1620 RoamingAround ....................................345 Unify GmbH Co. KG.............................1520 Verizon ................................................1355 Voxer ..................................................1410

Spa Management Abacus 21 ...........................................1723 Book4Time Inc. ...................................1303 Booker ..................................................114 CallTek Center International, Inc. ........1330 Cenetic ..................................................544 Cenium .................................................635 Cloud 9 Mobility .................................1658 Logiclink, Inc. ......................................1619 PAR Springer-Miller Systems, Inc. ........1219 ResortSuite ...........................................507 Sceptre Hospitality Resources ...............549 TAC/The Assistant Company..................319

Table/Reservation/Waitlist Management Guest Direct ..........................................655 MICROS Systems, Inc. ...........................709 SkyWire Inc. ..........................................144 TAC/The Assistant Company..................319 Tangerine Global ...................................228

Timeshare/Condo/Membership Management

Card Scanning Solutions Inc. ...............1558 Cenetic ..................................................544 Clairvoyix ............................................1605 IQWare Inc. ...........................................619 Resort Data Processing .......................1204 ResortSuite ...........................................507

Training American Hotel & Lodging

Educational Institute .........................202 Eng Infotech........................................1653 Galaxy Hotel Systems .........................1105 HFTP .....................................................455 Immersion Companies ..........................349

Optii Solutions ....................................1555 Venza Group, Inc. ..................................330

TV Content/Interactive TV/IPTV 22MILES Wayfinding ...........................1643 360Leo ................................................1261 Acentic Inc ..........................................1543 Acutek Solutions .................................1631 Allin Interactive.....................................113 AllView Networks ...............................1730 Anevia...................................................538 at-visions ..............................................535 ATX Networks .....................................1340 Broadband Hospitality ........................1301 Bulk TV & Internet .................................749 Celadon, Inc. .......................................1749 Charter Business ...................................449 Comcast Business ...............................1141 Cox Business .........................................419 DIRECTV ................................................841 DISH ......................................................241 Display Systems International, Inc. ......1518 Engineered Lifestyles ..........................1353 Enseo, Inc. ...........................................1110 Entertainment Solutions .....................1343 Falcon IP/Complete .............................1549 Fingi Inc. .............................................1601 Flyte Systems ......................................1235 G-LINK ................................................1041 Hotel Internet Services ........................1040 Hotwire Communications ...................1354 InfoValue Computing, Inc. ...................1213 Intelity.................................................1529 LEIGHTRONIX, INC ................................754 LOCATEL .............................................1254 Lynx Broadband ....................................542 MCOM Media Communications ..........1342 Multicom, Inc. .....................................1618 Nevotek ................................................112 PalVision (Singapore) Pte Ltd ................424 Pico Digital ...........................................324 RCN Business Services ..........................129 RoomNetTV ........................................1452 Runtriz ................................................1713Select-TV-Solutions .............................1458 Smart Hospitality ................................1715 SONIFI Solutions, Inc. ............................811 Sonu Satellite ......................................1128 Swisscom Hospitality Services .............1035 Tangerine Global ...................................228 Transworld Services ............................1448 Vecima Networks ..................................138 Viggo SNTV .........................................1255 World Cinema, Inc. ................................627

TV Equipment Allin Interactive.....................................113 ATX Networks .....................................1340 Broadband Hospitality ........................1301 Bulk TV & Internet .................................749 Celadon, Inc. .......................................1749 DIRECTV ................................................841 DISH ......................................................241

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Electric Mirror .....................................1144 Engineered Lifestyles ..........................1353 Enseo, Inc. ...........................................1110 Falcon IP/Complete .............................1549 G-LINK ................................................1041 Harman International ............................248 Hear My Lips .......................................1522 Hisense USA ........................................1559 LEIGHTRONIX, INC ................................754 LOCATEL .............................................1254 Lynx Broadband ....................................542 MCOM Media Communications ..........1342 Multicom, Inc. .....................................1618 Pico Digital ...........................................324 Pinnacle Communications ...................1114 Smart Hospitality ................................1715 Sonu Satellite ......................................1128 Tangerine Global ...................................228 TeleAdapt Inc. .....................................1309 Transworld Services ............................1448 Voxx Accessories Corporation ...............143 World Cinema, Inc. ................................627

Uniform Control InvoTech Systems, Inc. ...........................240

Video/TeleconferencingAvaya ....................................................252 Cisco Systems .....................................1126 DISH ......................................................241 EarthBend Distribution ..........................149 InfoValue Computing, Inc. ...................1213 Unify GmbH Co. KG.............................1520

Voice Mail DuVoice Corporation .............................328 FCS........................................................409 Gossamer Networks ..............................154 Homisco, Inc. .......................................1358 Jive Communications ..........................1560 Mitel Corporation .................................355 NEC Corporation of America .................827 Nevotek ................................................112 Percipia ...............................................1400 PhoneSuite ............................................413 TigerTMS Ltd .........................................935 VTech Hotel Phones ............................1429

VOIP ADTRAN ..............................................1731 AEI Communications Corp. .................1335 Bulk TV & Internet .................................749 CCI Systems ........................................1412 Cetis, Inc. ............................................1405 Comcast Business ...............................1141 Cox Business .........................................419 Edge Communications ........................1755 Gossamer Networks ..............................154 Jive Communications ..........................1560 KOR Systems .........................................439 Motorola Solutions ...............................756 NEC Corporation of America .................827 Percipia ...............................................1400

PhoneSuite ............................................413 Phybridge ............................................1259 Pinnacle Communications ...................1114 The Eric Ryan Corp. ............................1241Twisted Pair Solutions ...........................341 Unify GmbH Co. KG.............................1520 Venture Telecom LLC ...........................1252

Website Development/Design AllView Networks ...............................1730 Cendyn/ONE .......................................1135 Cenetic ..................................................544 Cybage Software Inc. ............................422 HandHeld Hospitality ............................225 HeBS Digital ..........................................442 Indra .....................................................643 InnLink / Trust International ................1326 Interactive Sites ....................................259 Jonas Club Management and

clubsystems group ..........................1108 Milestone Internet Marketing, Inc. ........644 Percipia ...............................................1400 Sceptre Hospitality Resources ...............549 SkyWire Inc. ..........................................144 Sovee ....................................................226 TravelClick, Inc. ...................................1009 USA TODAY .........................................1414

Wi-Fi ADTRAN ..............................................1731 Air2Data, HSIA ......................................959 AllView Networks ...............................1730 Aruba Networks ..................................1404 Blueprint RF .........................................219 Broadband Hospitality ........................1301 Bulk TV & Internet .................................749 CallTek Center International, Inc. ........1330 CCI Systems ........................................1412 Cetis, Inc. ............................................1405 Charter Business ...................................449 Cisco Systems .....................................1126 Connect Call Global, LLC .......................757 Cox Business .........................................419 Danmagi .............................................1752 Datatrend Technologies, Inc. .................856 Deep Blue Communications ..................323 EarthBend Distribution ..........................149 Edge Communications ........................1755 Eleven .................................................1441 EthoStream ...........................................858 Falcon IP/Complete .............................1549 Hear My Lips .......................................1522 Hospitality Technical Services ..............1248 Hospitality WiFi ...................................1719 Hotel Internet Services ........................1040 Hotwire Communications ...................1354 Intello Technologies Inc. ........................527 KOR Systems .........................................439 LOCATEL .............................................1254 Meru Networks .....................................329 Motorola Solutions ...............................756 Multicom, Inc. .....................................1618

Nomadix .............................................1327 Pinnacle Communications ...................1114 RCN Business Services ..........................129 RoomNetTV ........................................1452 Ruckus Wireless ..................................1155 Safety NetAccess, Inc. .........................1059 Single Digits ..........................................945Smart Hospitality ................................1715 SONIFI Solutions, Inc. ............................811 Sunray .................................................1426 Swisscom Hospitality Services .............1035 TeleAdapt Inc. .....................................1309 Untangle .............................................1450 ValuePoint Networks ..........................1315 Verizon ................................................1355 Viggo SNTV .........................................1255 Vision Technologies ...............................140 Wanaport, Inc......................................1455 Wifi-soft Solutions ..............................1729 Winncom Technologies .......................1644 Xirrus ..................................................1357

Wireless CommunicationsAllin Interactive.....................................113 Aruba Networks ..................................1404 AT&T .....................................................235 Axxess Industries Inc. ..........................1419 Cisco Systems .....................................1126 Connect Call Global, LLC .......................757 Corning ...............................................1557 Datatrend Technologies, Inc. .................856 Deep Blue Communications ..................323 Edge Communications ........................1755 EthoStream ...........................................858 Evolve Guest Controls ...........................429 Falcon IP/Complete .............................1549 G-LINK ................................................1041 Hospitality WiFi ...................................1719 Hotel Internet Services ........................1040 Hotwire Communications ...................1354 INNCOM by Honeywell .......................1201 Mitel Corporation .................................355 Motorola Solutions ...............................756nCLOSE-POSenclosures.com .................854 NEC Corporation of America .................827 Roam Boost ..........................................343Safety NetAccess, Inc. .........................1059 Status Solutions ....................................125 TE Connectivity .....................................435 Telkonet, Inc. .........................................855 Twisted Pair Solutions ...........................341 Unify GmbH Co. KG.............................1520 ValuePoint Networks ..........................1315 Voxer ..................................................1410 Wanaport, Inc......................................1455 Winncom Technologies .......................1644 Wireless Watchdogs ............................1545 Xirrus ..................................................1357 y!kes ...................................................1158

84 HITEC 2014

hFtP Global board of directors

Exchange Director, Ex OfficioJoori Jeon, CPA, CAE

American Hotel & Lodging Educational institute

Michael LevieCitizenM

Rosemarie Gilchrist, CHAE The Country Club

Cheryl D. Brennan, CHAEBloomfield Hills Country Club

Neil Foster, CHTP Tech-Tonic Hospitality Services

Prakash Vinodrai ShuklaHandson LLC

Timothy Nauss, CHAEWynn Resorts (Macau), S.A.

Ex OfficioFrank I. Wolfe, CAE


Immediate Past President Raman P. Rama, CHA,

CHTP, CHAEJHM Hotels

PresidentJerry Trieber, CPA, CHAE,

CFE, CFF, CGMACrescent Hotels & Resorts

TreasurerIan Millar, CHTPEcole Hoteliere De

Lausanne

Vice PresidentDaniel N. Conti, Jr., CHAE,

CAMWyndham Grand Jupiter at

Harbourside Place

SecretaryArlene Ramirez, MBA,

CHE, CHAEADR Hospitality Consulting

Lyle Worthington, CHTPHospitality Consultant

Allison Gillette, CHAE Peterson Sullivan

Laurie Jackson, CHAE, MBAPelican Isle Yacht Club

David Johnson, CHTPWashington Duke Inn &

Golf Club

Hospitality Financial and Technology Professionals (HFTP) has produced HITEC since 1972. HFTP is the global professional association for financial and technology personnel working in hotels, clubs and other hospitality-related businesses. HFTP provides first class educa-tional opportunities, research and publications to more than 4,500 members globally.

Mick Nissen, CHAE, CHTPSharon Heights Golf &

Country Club

Visit HFTP in Booth #455 or in the HFTP Membership Lounge, West Hall Lobby

HITEC 2014 Special Report 3

5 Filter Out the Buzz Noise, Focus on Strategic Goals An introduction from the HITEC 2014 Advisory Council Chair By Kris Singleton

30 Pitching Your Project Gain project buy-in with a well thought out and researched

presentation By Mark G. Haley, CHTP, ISHC

32 Steps to System Selection Careful evaluation of needs and available options leads to

systems that serve optimally for the long-term By Cihan Cobanoglu, Ph.D., CHTP

35 Cloud Services Come to Wi-Fi Access A shift in perspective takes HSIA from hardware to

software, making options more flexible and reliable By Daniel Lister

38 Cloud PBXs Are Now Viable. Manage Differently. Cloud PBX technology moves attention to SLAs, cloud

middleware and normative total cost models By Ron Tarro

40 Delivering Connectivity to One of the Largest U.S. Convention Centers

How Cox Business outfitted the Las Vegas Convention Center with a robust, technology infrastructure

By Monica Compton

43 Advanced HD Solution Brings Guest Room Entertainment Options

New solution offers digital quality and sound, as well as channel flexibility for individual hotel locations

By Monica Compton

© Copyright 2014 by Hospitality Financial and Technology Professionals; Austin, Texas. All rights reserved. No part of this HITEC Special Report shall be reproduced or transmitted in any form by any means, electronic or mechanical; including photocopying, recording or in any information or retrieval system, with-out written permission from Hospitality Financial and Technology Professionals.

HFTP® and HITEC® are registered service marks of Hospitality Financial and Technology Professionals.

Table of Contents

Special Feature: The Women of Hospitality TechnologyA profile of the industry's notable and influential female IT executives

45 Unencrypted Data: A Security Plague Availability of unprotected payment data can be reduced

with card discovery tools and a concentrated effort By Gary Glover, CISSP, CISA, QSA, PA-QSA

49 Big Questions Around Big Data How hotels can manage big data effectively, and ultimately

use it to improve the customer experience By Lisa Apolinski

51 The Business Intelligence Boom A much higher degree of technology integration is needed

to ensure revenue management teams do not miss opportu-nities to manage demand optimally

By Bonnie Buckhiester

54 Digital Content: A Hotel Marketer's Dream? Digital outlets provide inexpensive, broad reach; but is it to

the detriment of your overall marketing efforts? By Lori Fitzgerald

56 Four Google Trends that Reveal the Future of SEO Google focuses on local, mobile and social in 2014 —

you should, too By Andrew Garberson

58 The Internet of Things New devices such as tech eyeware and fitness bands

create a new avenue for reaching guests By Tamara Gaffney

8 Introduction

10 Carol Beggs, CHTP 15 Flo Lugli 20 Vanessa Ogle 25 Kris Singleton

11 Christina Cornwell 16 Sherry Marek 21 Valyn Perini 26 Naomi Stark

12 Cindy Estis Green 17 Kirsten Mollé 22 Sophie Pommois 27 Menka Uttamchandani

13 Diane Estner 18 Allison Morris, CHTP 23 Connie Rheams 28 Yvette Vincent

14 Kristin Intress 19 Monika Nerger 24 Ursula Rhode 29 Jing Zhu

4 HITEC 2014 Special Report

SPECIAL REPORT STAFF

Frank Wolfe, CAE Executive Vice President/CEO

[email protected]

Eliza Selig Editor/Director of Communications

[email protected]

Jennifer Lee Advertising Sales / Director of Marketing

[email protected]

Steven Stout Director of Meetings & Special Events

[email protected]

HITEC 2014 ADVISORY COUNCIL

ChairKris Singleton

The Cosmopolitan of Las Vegas

Vice ChairChristina CornwellHilton Worldwide

Ken BarnesWhite Lodging

Cihan Cobanoglu, CHTP, Ph.D.University of South Florida

Daniel Conti, Jr. CHAE, CAMWyndham Grand Jupiter

at Harbourside Place

Mike Uwe Dickersbach, CHTP, MCP, NICEThayer Lodging

Mehmet Erdem, Ph.D., CHTPiHITA

Cindy Estis GreenKalibri Labs

Nelson Garrido, CHTPInterstate Hotels & Resorts

Bruce HoffmeisterMarriott International

Edward HopcroftStarwood Hotels & Resorts

Shane IzaksThe Hong Kong and Shanghai Hotels Ltd.

David Johnson, CHTPWashington Duke Inn & Golf Club

Robin Koetje, CHTPThe Hotel Group, Inc.

Anna McFarland, CFE, CHAE, CHTP, CPAGlobal Hospitality Consulting

Sophie PommoisGlobal Hotel Alliance

Terence RonsonPertlink Limited

Richard SiegelHospitality Upgrade


Richard TudgayOmni Hotels & Resorts


11709 Boulder Lane, Suite 110 • Austin, TX 78726–1832+1 (512) 249-5333 • (800) 646-4387 • Fax +1 (512) 249-1533

www.hftp.org • www.hitec.org

ProLinksProLinksWebinars

HFTP

ProLinks Webinars offer participants a chance to engage and connect virtually with innova-tive thought leaders on the most relevant topics to the hospitality industry. Enjoy presentations from the comfort of your own computer while interacting not only with the speaker, but other attendees from all over the globe.

Get Started

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Archived Sessions

ProLinks Webinars are recorded and available to members for viewing on demand. Archived topics include e-commerce, millennial learn-ers, green IT, Wi-Fi and more.


The HITEC Special Report highlights the direction industry trends are moving towardOn a daily basis we are inundated with news of the latest technology upgrades and flashy new media gadget, both in our professional and personal lives. As IT professionals it is our responsibility to filter through the buzz noise — just like the streams of data we collect — and know what makes the most sense for our businesses. It is important that we understand what will help support our companies’ strategic goals, boost guest services and keep our operations running efficiently.

And that's where HITEC comes in. Every fall the HITEC Advisory Council gathers to set the HITEC program for the following June with the goal to build a frame-work that offers a candid look at hospitality technology. To set the agenda, our group, with diverse experiences, has a thorough discussion on what issues are important to our industry. This includes for the education program, as well as in this Report. While the topics might be familiar, the difference is that there is al-ways progress, the details of which you will read in the pages that follow. We hope you will find this useful and thought-provoking; helping you get a picture of where hospitality technology is headed.

Included in this publication is a very special feature highlighting influential and notable female IT executives working in the hospitality technology field. This section highlights technologists who have made significant contributions to our industry, and I am proud to count myself among them.

I’d like to thank the authors who have volunteered to share their knowledge within these pages, as well as the members of the Advisory Council for their assistance with this project. While HITEC has planted itself as an established event in its four decades, what is delivered every year still remains fresh due to the ever-evolving technology discussion, bringing us back year after year.

Kris Singleton is chief information officer for The Cosmopolitan of Las Vegas.

Filter Out the Buzz Noise, Focus on Strategic Goals

Kris SingletonHITEC 2014 Advisory Council Chair

Carol Beggs, CHTP Christina Cornwell Diane EstnerCindy Estis Green Kristin Intress

Flo Lugli Sherry Marek Kirsten Mollé Allison Morris, CHTP Monika Nerger

Vanessa Ogle Valyn Perini Sophie Pommois Connie Rheams Ursula Rhode

Kris Singleton Naomi Stark Menka Uttamchandani Yvette Vincent Jing Zhu

o celebrate Hospitality Financial and Technology Professionals' (HFTP) strategic goal of el-evating our members' professional stature, we decided to publish a special feature on some of the most influential women in hospitality technology from around the globe. The list was

generated by polling the industry, press and the HITEC 2014 Advisory Council. This list might not be complete, but it is certainly an excellent representation of the industry’s best and brightest.

In our interviews with these women, there was an overall consensus that while females were few and far between in their immediate workplace, gender did not act as a prominent deterrence to their professional growth. They came to IT because of their passion and interest in the confluence of hospitality and technology, and concentrated on working with their teams to integrate the practice.

"I honestly didn’t really see myself as 'female' in the business, but rather someone who was very qualified to do what I was doing," wrote Christina Cornwell. "I always approached each issue that needed to be handled in a way that was really about asking myself: What is the best business solu-tion? Not what would a women do in this situation to get things done?"

What follows is a cross section of the women — working on-property, as vendors and consultants, with a variety of specialties — who are guiding the path of hospitality technology.

T


The Women of Hospitality Technology

Written by Lou Cook

t age 17, Carol Beggs took her first hospitality job as a waitress at the Sheraton. “It was so different and so much more fun than the after school office jobs I had had, that I knew I would never go back to a pure

corporate employment.” She went on to study at Colgate University, but unfortunately a recession

coincided with her graduation, making jobs scarce for new graduates. So she took a “temporary” technology job with Sonesta International Hotels Corp. This was definitely not in her life plan since she scored her lowest college grade in Computer Science 101. Fortunately she found a “tremendous” mentor at Sonesta: Jules Sieburgh, CHTP. Sieburgh “most memorably taught me to have my facts straight and to ask questions or present challenges in an orga-nized, succinct way.”

In the early days of Beggs’ career, her challenge came in educating all levels of ownership and management on the value of technology in hospitality, constantly competing for budget dollars against more visible and more tradi-

importance of industry involvement, especially for smaller organizations. Such involvement provides a bigger voice and broader knowledge of solutions and options beyond what an organization may have come in contact with directly.

Considering the challenges she continues to face, one thing has re-mained the same: the need for budget dollars. But also at the top of that list is data security and all its elements, and Beggs is now looking to tech-nologies that help to lessen the broad storage of that data. “It makes no sense to me that this data is stored at tens of thousands of endpoints across all business that accepts cards, so that we have to try to harden all these myriad locations with widely varying levels of technology sophistication.”

She would also like to see the world of HDTV become much simpler and less expensive. She ex-plains that the vast majority of hotels simply cannot afford to replace TVs in every room, every few years. The more that the innovation and change is driven to a centralized point, rather than in every guest room, the better.

Describing the role of an IT de-partment, she says, “It is also always a balancing act between doing the things that will keep the systems running, and doing things that will have a more visible impact for either employees or guests.”

tional hospitality capital items. “I was fortunate to work for Stephanie Sonna-bend, who saw the value of IT very early and very clearly, and was always an advocate for our team.”

For the next 20 plus years, Beggs continued at Sonesta, with increasing IT responsibilities for the company, including longest as its vice president of tech-nology. In August 2013 she took the opportunity to move to the independent luxury property Chatham Bars Inn, a winner of the Forbes Four-Star Award, a big change from her years in the small chain environment. Regardless of the property style, Beggs knows the value to building the right team. “It is critical to choose the right vendor partners the first time around, as the capital invest-ments made with these choices — both financial and human — mean that you will likely be in that relationship for multiple years.” She also emphasizes the

Director of Technology Chatham Bars Inn Chatham, Mass.

Carol Beggs, CHTP

" Installing a property management system is probably the ultimate hospitality technology exercise in leadership and teamwork. I can't think of any other system that effects every single division/department/employee of a hotel the way the PMS does. It requires bringing together an entire hotel team and motivating them to do something that will disrupt their schedules, require long hours, make their jobs more difficult in the short term and change long ingrained ways of doing things. To do this successfully is truly an art."

A


Written by Margaret Littman

" There is probably no function or industry that deals with change as often as IT. So you must lead people to understand that change is an opportunity to improve yourself and your function. I believe that it is important to be an early adopter when it comes to technology. Being behind the curve on technological innovations can potentially put the success of your overall organization at risk."

Current challenges she faces include prioritizing IT projects and allocating and managing the costs of IT (from developing and retaining IT team members to ensuring compli-ance). To address this, she's found that establishing a governance pro-cess to review all aspects of a project and encouraging a focus on business engagement has helped.

She’s particularly interested in anything relating to digital and mobile technology, and what it means when social media makes a hotel guest knowledgeable about the hotel's amenities and services before arrival. “We always have to look for ways to ‘know’ what they want when they need it, while at the same time protect their privacy,” she says.

A collaborative leader who learned from a number of mentors, including a general manager with whom she worked with in Singapore, Cornwell has a guiding principle she uses as a manager: “I catch people doing their best and let them know about it.” But more than that, she says, she focuses on hiring the right staff to execute a well-designed plan.

“You must consistently lead in a way that keep team leaders and the people who report to them comfort-able with change,” she adds. After all, “there is no function or industry that deals with change as often as IT.”

Working at the Mandarin Oriental, Manila in the early '90s was a career-changer for Christina Cornwell. She originally enrolled in hospitality management at the University of the Philippines because

her mother felt the hospitality industry would be a good fit for her.“I fell in love with the diversity of what the industry could offer. Each day

brings something new. And it is all about the people: traveling to new places and interacting with different cultures is especially fulfilling for me.”

But at that job at the Mandarin Oriental, Cornwell helmed a special project to upgrade the point-of-sale system, and it was then that she learned that she liked working with computers. “I enjoyed setting up the system with the hotel operations in mind, and how it could support the leadership team to better manage the business,” she remembers.

From that early entry into the technology field, she was challenged by the need to translate the "tech-speak" into something users in the field could un-derstand. At the same time, she also worked to demonstrate how the process or

procedural changes that could be difficult at the implementation phase would be beneficial in the end. “My challenge was to explain it in a way that lowered their anxiety and allowed them to use the systems effectively.”

Cornwell’s calm approach, has helped her adapt as technology has evolved, as well as deal with those inevitable day-to-day hiccups. For example, during one conversion project, her team was days away from going live, when she received an early-morning call that said that the training couldn’t continue. All the servers were offline and had been moved out of the team’s meeting room. While the initial report said the servers were stored in the kitchen, which gave her pause, Cornwell remained calm. In the end, the servers were found in the hallway, unplugged as the meeting room was being prepared for an event.

“This experience, as with many others, taught me that you should expect the unexpected and plan for the worst,” she remembers.

Senior Director Technology Asia PacificHilton Worldwide Singapore

Christina Cornwell



Written by David Eisen

" I have a recurring pattern of creating new technology and introducing it when most users don’t understand its application. In each case, I gathered a team of smart and motivated managers to participate in developing these tools and harness their enthusiasm to spread the word. My visions, no matter how innovative and compelling, would never come to life without the power of the team to carry it into the marketplace and help the hotels learn to use it."

Cindy Estis Green, may not have known it at the time, but enrolling as an undergrad at Cornell University would inadvertently change her career trajectory. You see, Estis Green didn’t go to Cornell with the intention

to work in the hospitality industry post-graduation, she went to Cornell to study human development. That soon changed. “Having grown up in a chil-dren’s summer camp 24/7 operation (‘a hotel for kids,’ she calls it), I realized I knew more about the hotel business than I thought and it sounded fun and exciting. So I transferred into the hotel administration program and haven’t looked back.”

An expert in distribution issues, Estis Green's Kalibri Labs, launched in 2012, is helping the hotel industry figure out how to evaluate revenue perfor-mance net of customer acquisition costs. By developing an important new set of revenue efficiency metrics and a cutting-edge technology platform, Estis Green enables hotels to target the vexing problem of fast rising costs and ex-pose the insights to dramatically improve profit.

call the comptroller of Hilton Inter-national telling me that automating sales would only be a waste of time for the sales teams and keep them off the road from meeting customers,” she says.

In earlier times, the biggest chal-lenge before her was power — lack of it, to be precise. “The early systems were underpowered for our aspira-tions and could not handle the data volumes we wanted to process,” she says. “We would wait hours or some-times overnight for large batches to process before we could get answers to marketing questions from our data.”

Much has changed since then. To-day, big data is a big interest, particu-larly for Estis Green. “How will that be harnessed by the travel industry?” she asks. “We have been operating for many years with very limited intelligence driving many business decisions and this may allow the industry to make great strides very quickly in customer service, market-ing and operational efficiencies.”

Even with her peerless acumen, Estis Green still often faced chal-lenges as a woman in a male-dom-inated industry, but it never really bothered her. What does concern her is the overall lack of women working in hospitality technology, something she tries to address. “I try and men-tor other women whenever possible,” she says.

Her first taste of working in the technology field of hospitality came with what was then Hilton International. She was tossed into the fire right away, she recalls. “First day on the job I was expected to build marketing information systems,” she says. Only problem was she had no inkling of what that really was or how to do it. “Other than one programming class in college and learn-ing to use SPSS in grad school, I had no technology experience,” she says. But she figured it out, working closely with the head of IT. “We became pioneers together in building out revenue management, sales automation and market-ing databases; it was a time when few were venturing into sales and market-ing technology,” she says. That head of IT, not hard to believe, became Estis Green’s co-founder and now partner at Kalibri Labs.

Estis Green found herself in the middle of hotel technology when, well, there wasn’t too much hotel technology around — not like there is today. “I re-

Co-founder and CEOKalibri Labs Potomac, Md.

Cindy Estis Green



Diane Estner

" My priority and early challenge was learning how to establish and assert myself as a credible peer within the technology environment. I wanted to be recognized and valued for my ideas and contributions to making things happen. Now, for me it’s more about trying to do everything possible to keep up with the ever changing technology landscape, and staying tapped in to the 'who, what, when and where’s.'"

And adventures she has had. On one occasion, her first work trip to Bang-kok, to be specific, she was flying in a jumbo jet from Hong Kong with about 25 people total on board. “Something wasn’t right,” she says. She came to learn that the prime minister had just been overthrown. On another occasion she lost her luggage twice during the same business trip, traveling to multiple countries. “I’ve learned to expect the unexpected, be prepared for anything and appreciate the adventure of world travel,” she bravely says.

Shifting from one facet of technology to another did have its challenges for Estner. She particularly had to adjust to understanding the back-end processes of how a hotel runs. “While I had all the product knowledge, I needed to deep dive into learning how a hotel operated,” she says. “It was a

The hospitality industry is an archetype of a work-your-way up business. There are countless tales of C-level executives who started as busboys or other general factotums. Then there are others who made their mark

in other industries before making the jump into hospitality. That describes Diane Estner, who has just recently moved from her position as vice president of global account sales at Systems Design and Development (SDD). At SDD she managed global strategic business relationships with hotel brands, hotel management companies and technology solution integrators.

Telecommunications is where Estner made her initial foray into technology, cutting her teeth at such companies as Motorola and ConQuest Operator Ser-vices. “It was a great time, too,” she says, referring to the era when Six Sigma and TQM were established.

She discovered hospitality in the early '90s, finding it to be a dynamic, chal-lenging and diverse industry. “I enjoy the adventures of travel, working with interesting people and creatively solving problems,” she says.

great experience as I worked closely with many casino hotel groups, and I spent a fair amount of time learn-ing the life and trials of hotel IT and communications.”

Beyond the technical aspects, she also had to prove her worth to those around her — those who had been working in hospitality for years. I’m a business person,” she says. “I’ve never been too heavy on the geeky side,” she jokingly says, though maybe half-jokingly: she was once a rock ‘n’ roll singer.

Like many in the technology side of the hospitality business, Estner is charting the movements and tastes of the new generation of technology users, namely the millennial gen-eration, who she believes will drive the way hotels manage their overall technology deployment and systems.

“Our industry technology is at a tipping point,” she says. “It’s very exciting to see and be a part of the change. I see millennials driving our hotel technology standards and creating new accelerated levels of technology innovation and adoption. When you combine this with the sig-nificance and growing dependency on social media, BYOD supportabil-ity, content delivery, brand loyalty, cost efficiency, and that ever-impor-tant unique hotel guest experience, it’s both exciting and encourages vendor collaboration.”

CEODanni Enterprises Delray Beach, Fla.




" Overcoming other people's negativity and holding on to my vision was one of the biggest challenges I faced, but it also taught me one thing: To take the first step, it is sometimes better not to know how difficult a journey will be and trust your instincts. Of course, ultimately success is only measured by those who cross the finish line."

came upon an unexpected glitch — at midnight! What to do? “Solving the problem required calling in the entire team, and they all came, in their pajamas and with their kids and partners,” Intress recalls. “Together, we managed to get the system run-ning, and I learned once again that technology is worth nothing without the people behind it.”

People, not hardware or software, are the key to a successful company. That’s something Intress makes plain-ly clear. In fact, it’s part of her hiring process. While IT can be a highly specific niche needing a high-level of experience and proficiency, Intress doesn’t just hire people who neces-sarily have the requisite skills. She’s taken a more maverick tack. “I have blended the hiring process, hiring people from the outside with little to no hospitality IT experience to bring in new ideas. It requires dedication and commitment to training, but helps a company overcome organizational blindness and generate new ideas.”

One thing most of Intress’ peers don’t know is that she is a decorated athlete — having played rugby in the Scottish national women’s league. Many of the lessons she learned in sports, she uses in business. “Working as a team on a common objective: this is the approach I’ve cultivated at each of the companies I’ve worked,” she says.

In a world where technology continues to play an ubiquitous role, pervading over all aspects of daily life, Kristin Intress, has not forgotten what technol-ogy is truly there for: as an aid, not an authority.“One of today’s main challenges is to prevent technology from taking over

our logical thinking,” says the former CEO of CRS provider InnLink. “In our fast-moving and technology-driven times, we often get overly dependent on technology and forget that it is designed to help us, and not control us.”

Not unlike many who have made their careers in the hospitality industry, Intress’ indoctrination began at a young age, 15, while supporting the open-ing of a new hotel. “Each team, from room service, to kitchen and front desk, was working as one to get the hotel ready for the opening,” she says. “What I like most about the industry? Its essence of people caring about other people’s needs and wishes, and doing their utmost to fulfill them.”

Intress’ introduction to technology, however, did not come via the hospital-ity industry, but rather the medical field. At first, admittedly, she was a tech

novice, but she was intrigued by the possibilities technology could provide. “Technology has the power to unlock our potential, helping us to reach our targets in a faster and more efficient way,” she says.

She was a fast learner, ultimately buying InnLink, though discovering right away that she may have bought a flatlining company, where the technology, Intress says, was “duct-taped together.” So instead of fixing it, she decided to develop a whole new advanced CRS platform. Doing so was one of her biggest challenges, but she persevered even when others told her she’d fail. “To take the first step,” she says, “it is sometimes better not to know how difficult a journey will be and trust your instincts.”

Of course, other issues tested her resolve, but also helped to galvanize the company. Consider the time when InnLink was switching CRS systems and

Managing Director/CEO Worldhotels Frankfurt, Germany

Kristin Intress



" Today, the biggest challenges are simply keeping up with the pace of change, and the plethora of distribution and e-commerce channels that are out there. There are many new entrants and third party solutions that have entered the field to help hotels manage this complex environment. But creating a sound distribution strategy with specific priorities is critical to success today."

It was the mid '90s and Flo Lugli was president of the Hotel Electronic Dis-tribution Network Association (HEDNA). Erik Blachford, then a young exec from Microsoft, approached Lugli, asking to discuss a new initiative with the

HEDNA board, hoping to get input. At the next board meeting he described how Microsoft planned to sell hotel rooms on the Internet, how the concept would work with content, rates and inventory.

Without exception, Lugli remembers, every member of the board indicated that this was unlikely to work. “Fortunately for Expedia,” she quips, “Micro-soft didn’t listen to us.” Not only is that a funny tale Lugli likes to tell, she says it was a big lesson that bears repeating. “When I come across people who don’t believe that certain change might happen, or can’t imagine how their current business model might be impacted by new technology or emerging business models, I tell this story.”

Lugli retired as Wyndham Hotel Group executive vice president of market-ing last year, having worked over the course of a storied career at Travelport,

While Lugli believes the hotel industry still lags behind the airline and car rental industries in technolo-gy to some extent, she sees her peers being challenged to keep up with the pace of change. “While we used to complain about having to manage content and rates/inventory across five GDS, we never imagined what is required today to keep the product on the shelves.”

To have a team that can adapt to those changing demands, Lugli believes IT managers should hire carefully, looking for folks from a cross-section of disciplines who are able to accept risk and failure. But just as important, she says, is to continue to invest in employees after hiring them. “Constant personal and professional development with ongo-ing training and education is critical.”

What’s critical to Lugli, now that she has re-wired her career with her own consulting firm, is a better effort to enjoy the fun things in life, such as golf, travel, spending more time with friends and family, and drink-ing good wine, since she admits she never really mastered that elusive work/life balance in the past. “I took ballroom dancing lessons for a few years with my husband, but I’d have to say we could likely be classified as remedial students. But we had a great time.”

Cendant, Galileo and Wizcom. She started her career almost 30 years ago at People Express Airlines, which was acquired by Continental in 1987. From there she moved on to Howard Johnson, the launching pad to her hospitality career.

“It was early days for the hotel industry within the GDS, and since there wasn’t anyone else to do it, I became responsible for managing our relation-ships and working with our IT team to ensure we had our content and rates available for distribution. As the GDS continued to improve their hotel sys-tems, I was fortunate to be able to participate in initiatives like the Sabre Hotel Advisory Committee and the Apollo RoomMaster product, as well as other forums to discuss ways to improve distribution,” she says.

Flo Lugli

PrincipalNavesink Advisory Group, LLC Holmdel, N.J.



Written by Lou Cook

" At InterContinental Hotels, I led the technical development of an inhouse CRM in the late '90s. We created business rules to extract key data, build a corporate database and import the data from each property around the world. The challenge was to convince our properties to use standard codes and getting the properties to understand the value of this consolidated data to the company as a whole. It took time, but was very useful and provided great insight on our customers."

dors’ needs." Also a no-no is not lis-tening to how a hotel company wants to run their business, and instead dictating that the company needs a certain piece of functionality. On the positive side, “I saw the success of ‘customer-centric’ vendors: always thinking like a customer, understand-ing their operational needs and how they vary from one to another.”

In 1996, Marek and a partner, Sudharshan Chary, started Datavi-sion Technologies. “Our vision was to create a business intelligence system for the hotel industry — a system that could bring together data from other systems (PMS, POS, payroll, spa/golf, etc.), and present it in such a way that users could easily build reports and queries based on their business needs. In other words, self-service business intelligence."

To keep team members knowl-edgeable on the business issues their customers face, one of Marek’s best practices is to encourage her staff to attend industry-focused continuing education, either via webinars or conferences.

And now with close to 20 years as a vendor, Marek has her own Top 10 David Letterman-style list of reasons why becoming a vendor was the right career choice for her. Number one on that list is: “Customers write checks. Vendors cash’ em. Nuf said.”

Sherry Marek graduated from the University of Iowa. In 1985, she came to Washington, D.C. for grad school and took a job in the hotel industry where the flexible hours allowed her to combine work and studies. Ini-

tially she was hired as a front office clerk at Hilton International. After a year, the property asked her to work the night audit process, which required manu-ally running computer procedures and talking to vendors about their computer applications, or working with IT in the corporate office. She accepted the job.

It was a lucky move. “We were the test site for some new programs from Hilton International corporate, and this was great exposure, learning from the corporate team as we customized programs for our PMS. I was encouraged to help the company understand their guest segments and booking channels, and to create custom reports for my fellow managers and my general manager."

Working so closely with the developing programs only increased her inter-est in understanding the system’s background. She built her technical know-how, as she had great support from corporate and a sister property, where

James Araki, IT manager, became her ‘goto’ person for her queries. The EAM at the property, Cindy Estis Green, encouraged her to build analytical views of the data, using an early version of Harvard Graphics to produce 2D and 3D graphical presentations of financial and marketing data.

Marek grew as a manager at Hilton under the mentorship of Wibecke Vinke, and in 1991 she moved to InterContinental Hotels as director of front of house systems. In both companies she used outside vendors for primary systems and custom development to enhance them. Working with different vendors enabled her to create a mental check lists of desirable and not so desirable vendor qualities, “That would serve me well down the road as a vendor.”

She learned that flexibility is a good thing when it comes to systems. “It is never a good idea to force customers to change their operations to fit the ven-

Vice President/OwnerDatavision Technologies Pembroke Pines, Fla.

Sherry Marek

HITEC 2014 Special Report 17Written by David Eisen

" IT is often taken for granted and considered a techie/maintenance type domain, so I had to develop strategies to get my colleagues and managers to understand what considerable role IT can and should play in the business: as part of the product(s) we sell, in generating revenue, or in supporting business decisions with comprehensive and focused data analysis."

Had Kirsten Mollé only been a tad taller, she may today not be prescrib-ing IT solutions for the hospitality industry, but flying the friendly skies. No, travel was her first love, but sadly at the time, her short stature held

her back. “At 5' 3", I did not qualify for the minimum height requirements for airline hostesses,” she says. A loss for the airlines; a gain for hotels.

Mollé is now the managing director for ProTempIT, which specializes in ap-plying technology into the hospitality business, from strategy and defining stan-dards, to system evaluation and project management. It’s a position she attained via a journey not unlike many other success stories in the hospitality industry.

The German-born Mollé sidestepped university, instead accepting an ap-prenticeship at the InterContinental Hotel Hamburg, a position that immersed her in all facets of the hotel industry. “After I passed my exams, they offered me a position in front office that set me on my path in the industry,” she says.

And what a path it has been. Her induction into technology was not so unlike the rather bizarre circumstances that prevented her from becoming an airline

business process alignment with the newly implemented technologies.

In 2005, Mollé left IHG for Pro-TempIT, where her percipient vision drives her consultancy work for a range of international hotel clients. Asked about the key issues facing the industry she says: “The next couple of years will be less about the next big technology, and more about creating the enablers in our industry to maximize the value we can derive from the systems available.”

Her push up the corporate ranks, however, did not come without dif-ficulty — due in large part, she says, because of gender. “Top of the list is probably the challenge of being taken seriously and making myself heard amongst the high-flying male executives on the management teams I have been part of over the years,” she says. “From conversations I’ve had with other woman making their way up in the industry, the challenges are the same — we all just get better at managing them,” she says.

Mollé still has a passion for the industry and the role technology can play in the business. And while she never did become an airline host-ess, she was able to find a career doing what she loves: travel. “The travel bug that got me started in the hotel industry is still with me,” she says. “And it continues to take me to amazing places.”

hostess. “I stood in the wrong door at the right time,” she says. Specifically, while working as duty manager at the then InterContinental Portman Hotel Lon-don, she was seconded to a sister hotel for a PMS replacement project. “When I got back to my hotel, I found that our IT manager had resigned and I had been promoted in absentia due to the PMS knowledge I had gained,” she says.

Her career in technology began there and as IT manager at the Forum Hotel London, after which she joined IHG’s corporate office to set up the telecoms department, defining and implementing a coherent telecommunication strategy for their hotels in EMEA. Project work in this area offered the opportunity to travel, and often offering an element of the unexpected — from disappear-ing telephone lines in Kinshasa to being stopped at gunpoint at Beirut airport. Mollé continued her career with IHG as director of applied technology, EMEA, managing the IT project teams and working with the region's hotels to ensure

Director ProTempIT Ltd. Walgrave, Northamptonshire U.K.

Kirsten Mollé



Written by Lou Cook

" After years of working on complex projects, both on the user and vendor side, flexibility and adaptability are two of my guiding principles — with both my end-user customers and employee team members. It's important to constantly lead by example and if I can't be flexible and adapt to changing business needs and changing technology solutions, I can't easily ask my business partners nor my employees to be flexible either."

llison Morris’ goal after high school graduation was to earn a business degree. Searching for the academic version of horse racing’s trifecta, she decided “Studying business with a focus on hospitality and people

seemed like an interesting approach.” Thus her analysis led towards Cornell University’s School of Hotel Administration. Her required freshman courses included an introduction to basic computers. She did well and enjoyed the class which led to more elective computer classes and increasing responsibility as a teaching assistant. “It was a great way to use my hospitality and human resources skills (her other major) as well.” She was hooked.

Upon graduation from Cornell, she accepted a position as the marketing manager for the Pioneer Hotel & Casino, Sahara Resorts. Computers were becoming more widespread and in particular, slot machines were becoming more automated. They didn’t have IT positions, but technology was involved in many aspects of marketing, including managing the marketing database, creating offers, etc. "There were few people that understood computers or were

IT for American Casino & Entertain-ment Properties, she oversees the 40+ person team that handles all technology for their four properties.

As for the future, she is con-stantly interested and amazed in the ongoing developments with social, mobile and the ever blurring lines between work and home. Cutting-edge technology is not only hap-pening in the workplace. "Often, I'm as fascinated with the technol-ogy developments in my personal life, especially since 'playing' with that technology is truly play time. Further, it is often those develop-ments that help manage the balance between my work and personal life."

When asked about today's biggest technology challenges, she imagines many people would put network and data security at the top of their list. However, beyond that, she adds adoption and implementation of new technology. Unlike the workforce of 20 years ago, today's employees are more comfortable with technol-ogy, but still they are often wary of change — and depending on the system, change can be much more complicated. "Back when I was implementing PMS systems, we might have had to deal with five or six interfaces. In today's environ-ment, my major systems are pushing 15+ interfaces."

comfortable with them, and I'm certain my technology and analytical back-ground was a major part of helping me land that job. I moved on from there to work for a vendor and manage PMS implementations."

Working for Springer-Miller Systems, she traveled the country complet-ing major installation projects and growing their installation team. Later, she continued traveling while managing technology implementations for Starwood Hotels and Resorts. These early experiences combined to provide her with the breadth of hospitality knowledge she has today.

To support her changing family needs and her husband’s frequent reloca-tion, she left Starwood Hotels and started her own company, ForEm Consul-tants. Her last move was to Las Vegas where she landed back in gaming as a project manager at Caesars Entertainment. Today, as the corporate director of

Corporate Director of ITAmerican Casino & Entertainment Properties, LLC Las Vegas

Allison Morris, CHTP

A



" It seems that there is always a flood in the data center, a system interface that doesn’t work, some strange bug in a program that never was there before; but when you look at these issues in retrospect it’s just another puzzle to solve, which is why I believe many of us choose technology as a profession."

Monika Nerger, counts The Huffington Post’s Arianna Huffington and Facebook’s Sheryl Sandberg as great role models for anyone looking to pursue a career in technology. As head of technology, at one of the most

globally recognized luxury hotel companies, it’s no stretch to include Nerger in that same company.

And like those luminaries, Nerger, too, displays keen sagacity when it comes to the future of technology — particularly its place within hotels, both front and back of house. “Wearable technology and robotics,” she says are the future. For example, presently, engineers and housekeepers carry smart-phones to receive service requests. “A wristband could communicate the same information more conveniently and more subtly,” she says. As for robotics? She refers to Manhattan’s Yotel, which has a robotic arm in the lobby to handle luggage. “This is an area of technology I’m watching closely,” she says.

Having an understanding of what’s around her has helped Nerger, who joined Mandarin Oriental in 2006, achieve the position she holds today (she calls her

diversity requires a group that can effectively communicate across cul-tures, languages and time zones. “I am proud to say my team does this quite well,” Nerger says.

And with Mandarin Oriental con-tinuing to open new hotels, Nerger and her team are constantly tasked with making sure the technology is right and it works — lest draw the ire of customers and owners alike.

“Every new hotel opening is a major undertaking requiring excep-tional teamwork, and inevitably there will be elements that don’t go quite as planned. This is particularly true for technology, which seems to be at the intersection of Murphy’s Law and Moore’s Law,” Nerger says. “But when you look at these issues in retro-spect, it’s just another puzzle to solve, which is why I believe many of us choose technology as a profession.”

When Nerger isn’t on the clock, she is quite the musical enthusiast —and, yes, being married to a profes-sional musician has something to do with that. Her husband is Joe Bi-thorn, who plays the role of George Harrison in Rain, one of the most popular and well-known Beatles tribute bands in the country. “Our home is filled with books, music, instruments and a lot of laughter,” she says. “That makes everything worthwhile."

promotion to CIO as something that “literally changed my life”). The marriage of technology and hotels always made perfect sense. “I think I was born with wan-derlust in my DNA,” she says. “I have always had a need to travel and experience the world.” Couple that with her affinity for technology. “The intersection of tech-nology and hospitality was the perfect combination of two passions,” she says.

And while leading Mandarin Oriental’s technological pursuits can be taxing, luckily for Nerger, she has a talented team to rely on. “People and teamwork trump all,” she says. “The skill set is to a large degree secondary, because no one is an expert in all facets of technology, and we are all learning new things continually.”

Mandarin Oriental’s IT team is as proficient as it is diverse, spread out in 25 countries throughout Europe, the Middle East, North Africa and Asia. This

Monika Nerger

Global Chief Information OfficerMandarin Oriental Hotel Group Hong Kong / San Francisco



" My favorite part of hospitality is the way hoteliers collaborate with vendor partners to bring the best product and experience to the guest. Hotel companies and vendors get in the same room and all brainstorm what kinds of innovation would bring value to their organizations and their guests. It is a unique level of sharing that brings the best products to market."

At the moment Ogle is particu-larly enthusiastic about Coax cable. Enseo will take what appears to be “a boring piece of black cable” found in every hotel room and en-able guests to stream their own con-tent from the cloud directly to their guestroom. “It will revolutionize the guest experience.”

Ogle’s favorite part of hospitality is the collaboration between various hotel companies and their partner vendors. “It is a unique level of shar-ing and partnership that brings the best products to market.”

While she has faced many chal-lenges, she believes that not being a man is not one of them. Once during a business coaching session, a male coach criticized not the content of her presentation, but her hair “too curly” and her smile “too much.” Present at the time was a female bank president, who drawled ”Bullsh**!! Vanessa, you are here because of who you are…don’t listen to those men, just be yourself!” Now she watches with awe the industry’s leading ladies. “They handle themselves with such poise, professionalism and remain authentic to who they are while they lead.”

Technology and innovation have been constants in Vanessa Ogle’s life. Her father began working in technology during the mid-'70s, and both her parents were entrepreneurial. During vacations, Vanessa worked in

the family business and some of her first bosses later became employees in her own company Enseo, Inc.

As a 29-year old business, marketing and Spanish graduate from the University of Texas at Austin, Ogle was a vice president and general manager of STB systems. In 2000, she founded Enseo, a provider of in-room entertain-ment and digital signage for hospitality, retail, healthcare, government, and stadiums and arenas. And, she started the technology company one year before a major market meltdown.

Despite this inauspicious beginning, Enseo has thrived, and now powers more than 1.7 million hotel rooms. Their initial consumer product was the first electronic program guide, the TV Guide Channel. “We were also selling product to both On Command Video and Lodgenet to power their video on de-

mand systems to hotels and JetBlue, and Frontier Airline for Airline Seatback Entertainment.” Then the events of 9/11 struck hard and Enseo lost ALL their business. Ogle says, “We quickly re-purposed our technology into a solution to fit the digital signage and cinema business and would not have survived if not for a partnership with AMC theaters.”

Today Enseo faces the “fantastic” challenge of new growth. “Our corporate culture is what makes us successful, and I am determined to grow carefully and to make sure new members of the Enseo team will keep our core values of integrity, innovation and inspiration.” Ogle says her job is pretty simple. Listen to what technologies are available, listen to what the customer wants, then execute and deliver. “The trick is to keep doing this over and over again.”

Written by Lou Cook

Chief Executive OfficerEnseo, Inc. Richardson, Texas

Vanessa Ogle



" The challenges haven’t changed much; what I faced then are the same as today — keeping up with and managing the speed of change, being open to new ideas and unafraid of new technologies. A curious mind and a solid network of smart colleagues and peers are the most effective methods I know to overcome IT challenges."

Valyn Perini’s entry into the technology field came when she was working as a function space diary clerk for a hotel with 35,000 sq. ft. of meet-ing space. When the diary was about to be automated, she became the

project manager, overseeing the implementation and training of the application at the pilot hotel, then at all of the group’s hotels in North America.

Of course the technologies she sees today within the travel and hospitality technology space are different than those early automation days. But she says the challenges themselves haven’t changed much. “What I faced then is the same as today: keeping up with and managing the speed of change, being open to new ideas and unafraid of new technologies. A curious mind and a solid network of smart colleagues and peers are the most effective methods I know to overcome IT challenges,” she advises.

Perini, who was at OpenTravel Alliance, and worked at PriceWaterhouseC-oopers and Swissôtel, takes the “curious mind” mandate seriously. When asked about best practices for running an IT department in a field that is constantly

While she’s a hard worker with de-cades of experience, Perini hasn’t let the fun aspects of the hospitality in-dustry pass her by. “My favorite part of this industry is the travel, hands down. I couldn’t believe my luck when I started traveling internation-ally for Swissôtel. To be able to see the world and make friends with the locals who were my colleagues and do it on someone else’s dime. What could possibly be better than that?”

She cites those strong friendships and mentors she’s made among her best memories during her career. “Once I made a home for myself in the travel industry, I discovered how generous my peers and seniors were, and still are.”

Her mental photo album includes some vantage points that would have been hard to see if she had chosen another career, including “riding the trains in Switzerland between hotel implementations in Zurich, Basel and Montreux to drinking champagne in a limo at the New York Hotel Show to hiking the Great Wall with an international coterie of co-workers.”

In her off hours, she cheers for two baseball teams — the Red Sox and the Braves — takes photos with cameras with actual film, skis, bicycles and even enjoys shoveling snow.

evolving, she invokes that same quest for knowledge: “Hire people smarter than you, then learn all you can from them. Read, read, read and listen, listen, listen. I love to attend conferences and events because I always learn some-thing that changes the way I look at a commercial or technology challenge. Closeting ourselves in our offices and never raising our eyes to the horizon leads to technological and professional myopia,” she says.

While she doesn’t like fixating on the role of gender in her work life, she does think that attending a women’s liberal arts college (Agnes Scott College in Decatur, Ga.), where the emphasis was on critical thinking and written and verbal communication skills, was helpful. “Those skills have allowed me to interact successfully with almost anyone — male or female, junior or senior, American or Swiss, Silicon Valley or Omaha, hotel executive or airline execu-tive — at all points in my career.”

ConsultantActon, Mass.

Valyn Perini




It is hard not to get lost in a sea, mountain or information highway of informa-tion. Sophie Pommois knows. “We have so much information available. It is easy however to get lost in too much and unstructured data.” But Pommois,

who speaks five languages (French, English, German, Spanish and Italian), and thus juggles more information in more tongues than most people, has one secret word to help IT professionals deal with all that data overload: document.

“Keep control of what you do: document,” she urges. “Documenting your actions is extremely important from the configuration and change tracking point of view. When you work with multiple systems — with thousands of set-tings — you can’t just change a configuration without documenting it.” And, she adds, the process must be clear for everyone on your team. “Any change in system settings can have consequences, some of which appear days or months later. If you don’t document, you can’t go back.”

In one previous job, Pommois says she was called a “control freak” for her tendency to encourage her team to update documentation immediately. But she

new (at that time) opportunities within technology. Upon gradua-tion, the founder of Fidelio, Dietmar Mueller-Elmau offered her a job based in Munich. That was in 1989, during the early days of Fidelio, and was a life-changing experience. During that time she acted as a first-time-ambassador for Fidelio in many countries around the world. "At the early stages I felt a bit insecure, be-ing a young woman with no opera-tional hotel background coming out of the hotel school,” she remembers. “After you prove what you can do, there is no issue.”

A hobbyist sailor on Switzer-land’s Lake Geneva in her free time, Pommois likes the sport because of its purity: “You cannot hide any-thing on a boat; there is no space for insincerity.”

And she is equally pragmatic as a leader when it comes to helping her teams to resolve issues. As is the case in any industry, she says, there are constantly problems to be solved. She makes sure her team takes all sides of a solution into consideration before it is implemented, thanks to pro and con lists, and encourages her staff to stick with their decisions.

You do not want to abandon too fast, if you don’t see any resolution right away, she cautions. “Most of the time, there is a way.”

had her reasons. “Documentation done wrong means that you will encounter a day when errors boomerang back to you, resulting in lost time and interrupted business processes.”

Documentation also helps what Pommois sees as the top challenge for hos-pitality IT professionals today: the wide cross-section of different systems and, therefore, systems integration. “We are all speaking about industry standards, but it is very difficult to have the vendors implementing those standards. That’s why the prominence of the company for which you are working is important: You have to push, push, push those vendors to go ahead,” she says. “Other-wise, it will never happen.”

Pommois made her way into hospitality IT when searching for an intern-ship while studying at the Ecole Hotelière de Lausanne and there were some

Project Director Global DistributionGHA — Global Hotel Alliance Geneva, Switzerland

Sophie Pommois

" I think managing big data is a new science in our hospitality profession and future performance of brands/companies will be defined by their level of expertise in this domain. We have so much information available, but may not able to use it properly... We need to simplify the consolidation and the display of it, and integration between different systems, platforms and external sources of data is the defining key element."


" Whether working in IT for a hotel company or developing IT for a hotel company, continuous improvement and delivering innovation quicker must drive us. The market is moving quickly, and we have to figure out a way to stay on pace. I would challenge all companies to spend more time on innovation versus maintenance, and have an open vision for alternatives."

Working as an executive for Indra, the third largest IT company in Eu-rope, certainly is a great and responsible job, but is not what Rheams planned. At age 19, she yearned to work on a cruise ship and had

secretly applied for a position. She wanted to explore the world. Rheams con-fided in her sister who suggested a career with the airlines, but flight attendant wasn’t a good fit. At that time Rheams was majoring in business at Southern Methodist University in Dallas and working part-time in a hardware store. One day destiny arrived in the form of a vacuum-cleaner.

A customer came in, bought the vacuum and paid by a check with an Ameri-can Airlines logo. The purchaser was responsible for American’s reservations center in the Dallas/Fort Worth area. Rheams requested a job application. The company hired her, and she spent her next 14 years with American Airlines. “I didn’t know I wanted to be in hospitality until I got a taste of the travel industry.”

Tom Boorman, a former managing director for American, became her men-tor. “He helped shape the business woman I am today. He taught me how to

the surface when it comes to automa-tion.” She sees endless opportuni-ties to develop new solutions, mass market existing solutions, adopt new approaches, streamline business procedures and operations, deliver personalized guest experiences and interact with the personal media brought by guests.

One of the biggest challenges she faces is getting people to think dif-ferently in terms of their approach to technology. After spending decades juggling disparate systems and trying to establish industry standards for multiple vendors, she's become a proponent of taking a more holistic approach. This involves adopting a platform strategy and building multiple applications on top of that platform."There is bona fide research showing that hotel groups which have adopted this approach are experienc-ing big wins in efficiency, customer experience, costs reductions and the ability to be far more agile."

Looking at today's technology developments, Rheams has an eye toward the convergence of big data and business intelligence interests. “I am curious to see how the technol-ogy-driven information will enable our industry to have a more complete picture of each guest from structured and unstructured data and create personalized experiences along with new revenue opportunities."

lead a team, always stressing the importance of treating members with respect, giving them the courage to share their ideas, creating ownership, providing a setting to encourage creativity, and making the workplace fun and stimulating.”

After 10 years, American asked Rheams to run the hospitality division of TeleService Resources, a division of Sabre. “My team of 500+ provided call center content, management and channel connectivity services, and a central reservation system to hotel groups.” Since Rheams would inherit the new sys-tem, she became actively involved in design and function. She says, “Before long hotel technology became a passion of mine, and I quickly became an advocate of pushing technology forward to deliver end-to-end processes with a slant of supporting sales and marketing efforts."

“The Wild-Wild-West nature of hotel technology also amazes me, and it’s this niche that I found myself drawn to. As an industry, we have only scratched Written by Lou Cook

Senior Vice President, Business DevelopmentIndra Company Miami, Fla.

Connie Rheams



Written by Lou Cook

Ursula Rhode describes herself as a highly driven and a seasoned operation-al professional with detailed hotel, electronic distribution, sales and travel management on a global basis. She came to Genares as an executive vice

president in 2006 and has become a well-respected and proven industry leader, and an expert in strategic and tactical planning and implementation. Rhode is the decision maker for all facets of operations, including business development, IT, account management, marketing, vendor negotiations, and developing part-nerships with suppliers and OTAs. Her responsibilities cover electronic distribu-tion through the Global Distribution Systems and the Internet.

Born in Bad Nauheim, Germany, she looked to her brother when deciding where to direct her career path after earning a bachelor's degree with a busi-ness focus. Her brother worked for TWA, and Rhode envied the exotic places he visited. Emulating him, she began working for United Airlines, training travel agents to use computers for selling hotels, a completely new concept for the agents. “They barely knew how to use computers for booking air.”

others as she liked to be treated. “In one of my first management jobs, my best advice came from a boss who told me that I should never ex-pect people to work with the same drive I had, but to set the example and to understand that everyone was not going to be a super achiever.”

Leadership and teamwork are important, and Rhode operates with an open door policy. “I told each one of my team members. If you make a mistake, don’t try and hide it, but let’s try to fix it together. We had a situation where we had to migrate 900 hotels in one day. We had established a core group that met every week, did the gap analysis, had a project plan, assigned different responsibilities and followed them up every week. We had a successful migration without a hitch.”

Rhode’s challenges as a top female professional have changed in the course of her career. She says that being a minority means having to go an extra mile to find your place in the broader culture. Taking time to explain yourself and to listen more carefully. Provide positive feedback and help people understand that women add a differ-ent perspective, which needs to be considered. She notes, “Don’t tell me how the clock was built. How do we keep it running?”

Her favorite part of the industry is the constant change, never a dull mo-ment. “You have to embrace the changes and move forward.”

She had always been fascinated by computers. Wanting to learn more, she began working for THISCO (now Pegasus) since they were known for their unique switch in communication with the various GDS and were early pio-neers of using the Web for booking travel.

As a female looking to advance in a predominately male environment filled with good ole Texas boy mentality, she established a work ethic that helped her rise to the COO position. Rhode says it was the ultimate test of her patience, and she learned the importance of having a solution in mind before addressing an issue, in never giving up, staying positive and treating

Ursula Rhode

Chief Operating OfficerGenares Worldwide Reservation Services Irving, Texas

" As we look forward to what's coming down the pipeline, I am interested in how we'll overcome localization constraints. A huge amount of quality content will be created throughout the world at high speeds. It will need to be converted to local language, adopted to local cultural expressions and meet regulatory norms."


Kris Singleton did not start her tech career in hotels and casinos, but in an altogether different feel-good industry: greeting cards. Post-graduation from Central Missouri State University, where she earned a bachelor’s

of science in CIS and Management, she established her IT background with Hallmark Cards in a variety of positions including client-server development, IT staff and end-user training and application support. But with the tragic ter-rorist attacks of September 11, Singleton’s husband, an ex-secret service agent, was called upon to help with the expansion of the Federal Air Marshal Service. A change that moved them from their home in the Midwest to Las Vegas.

While Singleton continued to work with Hallmark remotely, a company that provided great support to their employees and where she had been for 13 years, she missed interacting with people and the camaraderie of working onsite. Looking for her next move, it was only natural to step into gaming and hospital-ity — no doubt a specialty of Vegas. She was introduced to Scot Campbell, who was the vice president of IT at the MGM Mirage at the time, and was hired.

about ROI, negotiations and persua-sive presentations; along with key technology development and future product strategy that are critical to these important and long standing decisions.”

With all the bells and whistles that come in a constantly chang-ing field, Singleton is strong in her conviction to not get lost in the new stuff and be too quick to adopt a technology just for the sake of tech-nology. “Too many times, executives just want to install some technology and think it will be the silver bullet that solves all the issues,” she says. “It is my responsibility to help them understand that we must start with the goal and focus on the people and process first. Then we can select the right technology that can enable us to meet that goal.”

She also sees the potential to lose focus on data governance with the growing popularity of big data, pre-dictive analysis and cloud technolo-gies. The risk to the influx of these tools is losing sight of the process around data governance to maintain data integrity. “Once you lose the confidence in the accuracy of your data, it becomes worthless. These are huge investments and we need to be smart about data and moving that to information, then to knowledge and finally to wisdom.”

“I think the best thing I gained from Scot was the importance of building a strong relationship with the operations teams. Understanding the core of what we do and communicating how technology enables them to achieve their busi-ness goals.”

Since then she has gained her footing in the industry with positions at the MGM Mirage, Kimpton Hotels and Resorts and, since 2011, at The Cosmo-politan of Las Vegas.

Her time in the industry has brought on one of her most rewarding and challenging projects, where she had to consolidate 23 properties with different PMS to a single enterprise solution. It took a year of research, investigation and crafting information into meaningful business ROI to reach a unanimous decision. She says, “I learned a great deal from several intelligent executives Written by Eliza Selig

Chief Information OfficerThe Cosmopolitan of Las Vegas Las Vegas

Kris Singleton

" Too many times, executives just want to install some technology and think it will be the silver bullet that solves all the issues. It is my responsibility to help them understand that we must start with the goal and focus on the people and process first. Then we can select the right technology that can enable us to meet that goal."



" Hospitality is one of the most far reaching industries on the planet. As a global industry, with global employees and customers, I firmly believe we have a unique opportunity to have a significant impact on our valuable resources — water, power, paper, etc. We have both the opportunity and the responsibility, which few other industries have."


Growing up in a small New Hampshire town, Naomi Stark dreamed big. As early as high school, she knew she wanted to work in the travel industry. After she vacationed in Hawaii, and experienced real resort

hospitality, she narrowed her career goals to hotels and resorts. “What appeals to me the most about hospitality are the ‘serendipitous moments’ that occur all the time. I’ve had the opportunity to meet people from all over the world that I would have never met otherwise,” she explains.

Now president and CEO of Stark Service Solutions, LLC, an Orlando-based consultancy and firm that develops Web-based programs for the industry, which started in 2001. Stark still has her sense of wanderlust, loving to take to the Florida roads with the wind in her hair on a motorcycle. “Both relaxing and exhilarating,” she says, “there is nothing like a ride along the coast.”

Even when faced with the kinds of travel adventures that make some decide to stay home, Stark has prevailed and continued to embrace it all. At HITEC in Austin, Texas in 2011, Stark was a first-time speaker, as well as the incoming

become even more popular,” she says. “For example, one client has recently been recognized for all but eliminating their guest complaints, averaging just one complaint to ev-ery 7,500 reservations. We love how our technology has played a part in the advancement of guest satisfac-tion and hotelier success.”

Of course, it wasn’t always easy. “When we started out, mobile device and smartphones didn’t exist. With most hospitality employees not be-ing computer-facing, it was a stretch for our clients to see how they could benefit from our software tools. Technology has since advanced significantly, yet even today there is still some hesitation to automate what have long been paper-based manual systems.”

Looking forward, Stark hopes to move more clients to paperless systems, with a particular interest in sustainable and green initiatives. “Seeing technology improve how we use our resources and reduce waste is of absolute interest to me. For example, I recently stayed at the Omni Dallas hotel, I was much more excited about having to use my key card to ‘power up’ the electricity in my room than I was about the type of TV that was in the room.”

chair of the AH&LA Technology and E-Business Committee. “It was a pretty big event for me professionally,” she remembers. She also remembers — it is hard to forget — that while at dinner with colleagues the night before, she had a severe allergic reaction to what turned out to be bed-bug bites.

“I was soon covered in enormous welts and hives from the neck down and ended up in the ER most of the night.” She took a quick nap in her hotel room before donning a pantsuit to cover the red blotches, and headed for the conven-tion center. “What I learned from this experience is: Life is going to throw you curve balls no matter how prepared you are. There will simply be times you just have to deal with the challenges because failure is not an option.”

Failure certainly has not been the case at Stark Service Solutions. “Since the introduction of social media and online reviews, our Web-based tools have

PresidentStark Service Solutions, LLC Orlando, Fla.

Naomi Stark


" One big challenge today is the huge volume and variety of data and another big challenge is data coming from disparate/new and legacy systems. Not only does this data need to talk to each other appropriately, but the big data explosion of the recent years necessitates a greater need for both better visualization to easily grasp the message/trend in large volumes of data and also to identify what data to focus on."


"Our industry has no shortage of data, leveraging data enables us to take smart, calculated risks. Not using data is blind risk, like flying a plane without cockpit controls,” says Menka Uttamchandani. Uttamchandani

isn’t one to fly blind.Managing the business intelligence (BI) practice at Denihan Hospitality

Group, Uttamchandani works in tandem with the company’s revenue manage-ment, sales, marketing and operations teams, using strategic and tactical analyt-ics, reporting and dashboarding to help drive revenues, manage costs and guide strategic direction.

Denihan’s BI practice was lauded in 2013 by IBM as a smarter analytics customer success story. The company’s efforts were also featured as one of five companies with esteemed BI practices in Profiles in Performance, a book written by Howard Dresner (aka, ”the father of BI”).

She cites collaboration across functions and leveraging the strengths of her own talented team members as being vital to Denihan's BI success.

tional in Hong Kong, she thinks about data integrity. “The data that goes into the systems determines the reliability and breadth of data; and hence value and potential of effective analysis. Establishing coding, mapping, data integrity awareness and insight into how business processes affect the data is key” she says.

According to Uttamchandani, today’s analytics present their own hurdles. “Challenges today include the volume, variety and veracity of data, as well as data from disparate systems. Not only is it critical that these data sources connect suitably, but the ‘big data’ explosion of the recent years necessitates a greater need for identifying on which data to focus and for superior visualization to discern meaning in large volumes of data,” she said.

Uttamchandani expertly weaves her way through the dynamic tech world thanks, in part, to a piece of advice she was given from Ananya Narayan, a mentor with whom she worked at Hyatt International earlier in her career. As they sliced and diced data, he advised her, “Always use the ‘So What’ check. Ask yourself: What will we do with this information? Is it going to change what we do?” Ac-cording to Uttamchandani, the answer to that question helps set priorities and separates the need to know from the nice-to-know.

One of Uttamchandani’s most memorable projects when she arrived at Denihan was the “Win Back” project she initiated to incent previous guests to stay again at Denihan hotels. By analyzing and then reaching out to repeat guests who had a lapse in return visits, Uttamchandani worked across multiple disciplines to lead the effort that resulted in a resounding 300 percent ROI and significant return visits among Denihan’s most loyal customers.

Even after years in both hotels and at the corporate level, Uttamchandani finds analytics satisfying, and recognizes challenges that have been a constant throughout her career. Today, as was the case when Uttamchandani began her work in hospitality technology working in database marketing at Hyatt Interna-

Vice President of Business IntelligenceDenihan Hospitality Group New York City

Menka Uttamchandani




" The mindset change in how new technology is developed and funded has my interest. Open Source has been around for some time, but the rise of crowd funding is producing or expanding some new game changers: Adapteva is working through low power, consumer priced supercomputing; Oculus Rift can change not only the gaming experience, but also associate training and consumer experiences; and 3D printing has unlimited possibilities."

Yvette Vincent was vacationing in New Orleans with her husband and two small children in August 2005. After having a great time on a weeklong trip on the American Queen steamboat (which at the time was owned by

Delaware North Companies, Vincent’s employer), they had planned to spend the weekend in the Crescent City before flying out on August 29. That, of course was the day Hurricane Katrina made landfall and all plans changed.

Vincent’s family learned that flights were cancelling as reports of the storm intensified. Rental cars quickly sold out. So, they made it back onto the Ameri-can Queen, which got out just before the city closed down. While they were safe, local cell towers went out early that fateful Monday, so there was very little communication or information to provide to the ship’s staff regarding the tragedies unfolding for their hometown and families on shore.

Looking back, Vincent is grateful for the skills and compassion of Captain John Duggar, his wife and crew, as well as the insight their professionalism and the whole experience provided her back at work.

Vincent got to her leadership role in the hospitality industry through technology. “I had worked in IT application developer positions for non-customer facing technology, so the move into a hospitality IT position where the technology would also benefit the customer directly sounded exciting,” she remembers of her move 17 years ago. “This is still the best part of the industry to me. I get to impact technology to make the guest experience even better.”

When Vincent graduated from college with a computer degree, she hadn’t worked with personal computers or the Internet, as both those technologies were new at the time. A curious lifelong learner, she has adapted and stayed ahead of the curve, in part through activities with associations such as HFTP and HTNG. Looking forward, she’s par-ticularly interested in crowdfunding, Open Source and other ways that new technology is being funded.

Whether at work or off-the-clock, Vincent jumps in with both feet. Be-fore becoming a mom, she competed in international style ballroom and Latin dancing with an amateur part-ner. Whether on vacation or at the office, she’s clear in her focus: “The best piece of advice I ever got was to always stay true to my opinions, sup-port them with objectivity and fact, and don’t get discouraged if others don’t agree.”

“This experience taught me that people come first, and IT can be used to provide geographically disperse business continuity to support both customer and associate needs,” says Vincent.

An open book to her friends, family and co-workers, Vincent is an adept networker and collaborator, as was made clear during one of her favorite projects, the selection of a reservation system, which required working with a variety of hospitality leaders.

“This involved obtaining requirements and buy-in across many depart-ments, both vertically and horizontally: setting selection criteria, creating data standards and new system procedures, and developing sustainable processes and standards bodies to maintain them and drive system value,” she says. The implementation was a collaborative effort.

Senior Director of Information SystemsDelaware North Companies, Inc. Buffalo, N.Y.

Yvette Vincent



" I continue to address bringing advanced foreign hospitality technology and products into China and adapting them to be suitable for the Chinese hospitality industry environment. I try to lead our company in working out more creative and innovative IT end-to-end solutions through frequent international cooperation to illustrate to Chinese hoteliers what's available and gain their trust."

She adds that these are the areas where her company has made the biggest investments.

Beyond her own merit, Zhu had help along the way through a cast of mentors and role models. Today, she looks to give back. As the chairper-son of the non-profit China Hospi-tality Technology Alliance, one of her goals is to help and cultivate the young generation of technological talent in China.

One of Zhu’s biggest leadership moments came when working on the opening of The Venetian Macao, a project the company won in 2010. Problem was 3D Networks’ Macao office wasn’t set up and there were almost no local resources that could be used. “As company and sales team leader, I mobilized resources and technical backup from 3D Networks’ Hong Kong, Shenzhen, Guangzhou and Beijing offices to build up a spe-cialized project team for The Venetian Macao." The team included members for sales, technology consulting, cus-tomer service, project management, purchasing and supply chain depart-ments. She says: “ Everyone’s task and responsibility were defined very clearly to guarantee every question and requirement from the customer could be responded to and met the first time. Excellent teamwork made the impossible, possible.”

There’s no questioning why Jing Zhu, has been such a success story in the mostly male-dominated business of technology. It’s her parents, natu-rally. They reared her to believe that she was the same as everyone else,

and could succeed in anything she put her mind to. Confidence was never an issue for her. “I was taught by my parents from a young age that females are no different from males,” she says.

Zhu took it from there, excelling in the classroom among her predominantly male peers. “There were, indeed, very few girls in the classroom, but I was always in the top three every year with outstanding student awards,” she says.

In fact, she thinks women have a leg up often in the workplace. “There is an advantage of being the female in a leadership position, in particular in hospi-tality,” she says. “Females have better communication skills in many aspects.”

Zhu always knew she wanted a career in technology; in fact, no other pur-suit, she says, ever crossed her mind. In order to achieve her goal, Zhu studied computer science and telecommunications at Beijing University.

She joined 3D Networks China in 2005 and has been credited for her contributions and innovation within the hospitality segment. Her biggest chal-lenge now is equipping China’s hotels with the technology needed to compete on a global scale. “My challenge is bringing advanced foreign hospitality technology and products into China and making them suitable for the Chinese hospitality industry environment,” she says. It’s also about educating Chinese hoteliers, “helping them understand the significance of technology for the industry,” Zhu says.

Like her American counterparts, she keeps abreast of the latest technology, paying special attention to that which is applicable to the hotel industry. “I have kept pace in exploring the best technologies for the industry, including the cloud, mobility, wearable technologies and cross-over platforms,” she says.

President and CEO3D Networks China Co., Ltd. Beijing, China

Jing Zhu


TECH TRENDS Distribution

Gain project buy-in with a well thought out and researched presentation

Project Management

Mark Haley, CHTP, ISHC is managing partner of The Prism Partnership, LLC a boutique consultancy servicing the global hospitality industry at the intersection of technology and marketing. He can be reached at [email protected].

Pitching Your ProjectBy Mark G. Haley, CHTP, ISHC Unless you are the hotel owner,

pretty much every project in a hotel, IT or otherwise, requires

someone to approve the investment. Some projects get approved by the general manager (GM), but sub-stantial efforts typically have to go through several layers of approval in some corporate hierarchy, and often by an asset manager or other owner’s representative as well. All of these people need to be convinced that the project is the right thing to do for the business and a good investment.

So how do you go about con-vincing them? Let’s start with the easy stuff.

Know the Rules of Your GameYour company should have docu-mented processes for handling the approval of various sized projects. The GM and controller might be able to approve projects under $100,000 with further approval re-quired for greater amounts. You need to know what that process is in your company and follow it.

Most hotel companies have an “approved vendor list” that ho-tel IT projects may buy products from. Many hotel companies have sole-source agreements for strate-gic systems, typically the property management system (PMS). They negotiate these agreements so as to ensure consistency of service deliv-ery, simplify decision-making and enable greater mobility of person-nel (if the same systems are in use from hotel to hotel, then your people


Project Management

can go from one to another without re-training). Whether a sole-source or a selection from a list, these kinds of projects will typically have negotiated prices and terms already established, except for an indepen-dent property.

If you propose the corporate-approved systems, your project has a much better chance of being approved. At that point, make sure that your capital project proposal package is complete and put together in a business-like manner. This means business-formatted typing, with proper sentences and free of typographical errors. If still done on paper, then you want to have it in a folder or binder that is attractive and organized, with an appropriate cover memorandum. More on that later.

Do Your HomeworkBut what if your hotel is an inde-pendent, with no corporate structure making decisions and negotiating most-favored pricing deals? Or the particular project doesn’t have a deal in place? Then you need to do some work, and your capital project pack-age needs to reflect that work.

The work part entails doing your shopping in a professional manner. The flow of needs analysis, request for proposal and negotiation has all been documented elsewhere and really outside the scope of this article. Your proposal package needs to include a summary of the shop-ping process you went through and a comparison of the proposals you received. This comparison should illustrate the differences between the proposals on feature/function, proper configuration, vendor stabil-ity and other relevant dimensions, as well as price. In most organizations, price is a factor, not the factor. A comparison like the following will be convincing:

"We recommend Proposal A be-cause it was the low-cost proposal,

the configuration will cover our needs for the present plus 10 percent growth, it has all of the features required in the RFP except a couple minor, low-weighted items and the vendor has been in business for 18 years and is profitable.

We discounted Proposal B because it was 14 percent more expensive than A, the configuration will barely cover the property today and will require a new server to accommodate our expected growth and it lacks several major elements of functionality we consider impor-tant. The vendor started business earlier this year and is a re-seller of Company X’s products. Company X is currently going through bank-ruptcy reorganization. The proposal was carelessly written and sloppy in presentation, suggesting their execu-tion may be as well.”

Again, packaging your request for funds attractively and in a business-like manner will go a long way to make the sale. Just as Proposal B was discounted for being sloppy, your request for capital funds will be dis-counted if not done professionally.

JustificationAt some point, someone is prob-ably going to say “What is the ROI (return on investment)?” Notice they never ask for an ROI on ballroom carpets or bathroom fixtures, but al-most always for IT expenses. In the hotel business, successful requests for capital funding typically revolve around two or more of the following three crucial dimensions:

Improve Guest Service and Enhance the Guest Experience. “Our guests expect good, stable Wi-Fi ser-vice in the rooms and public spaces or they will go stay elsewhere.”

Reduce Costs. “Our existing Wi-Fi access points are failing at the rate of five per month and it requires six to eight man hours to troubleshoot and replace a failed device.”

Increase Revenue. “By upgrading and improving our Wi-Fi infrastruc-ture we can resume charging for HSIA like our competitive set does.”

Sometimes you will need to calculate a formal ROI estimate. A simple way to express ROI as a percentage is:

All Profit Improvements1 X 100

Total Investment

Payback period is another means to illustrate the ROI. If a $100,000 investment will increase profitabil-ity by $10,000 a month (through increased revenues, decreased costs or both), then the payback period is 10 months.

However, calculating the in-creases in revenue or decreases in cost over the period you measure can be challenging, and will usually call for making some assumptions. If it is a long period of time, then one needs to account for the time value of money by using a present value calculation. The present value formula in Excel is: (rate, nper, pmt, fv, type). Rate is the factor you are using to estimate the cost of capi-tal: if you borrowed the money at 7 percent, the rate would be .07 for an annual calculation or .07/12 for a monthly value. Nper is the number of periods, so it might be three years for an annual estimate or 36 for months. PMT is the payment amount or in this case, the change in profitability. FV is future value, normally ignored in this use case, as is the Type value.

You can learn about these tech-niques and more at HITEC 2014! Be sure to attend the System Selection and the Pitch Your Project Boot Camps on Monday, June 23. It will be time well spent!

1. Generally, owners care about profit improvements. Sometimes a management company can be convinced by revenue increases alone, if the management con-tract incentivizes revenue over profit.



Careful evaluation of needs and available options leads to systems that serve optimally for the long-term

Project Management

Cihan Cobanoglu, Ph.D., CHTP is the McKibbon Distinguished Chair Professor and dean at the University of South Florida Sarasota-Manatee. He is also a member of the HITEC 2014 Advisory Council. Cobanoglu can be reached at [email protected].

By Cihan Cobanoglu, Ph.D., CHTP

Steps to System Selection

Over the last decade, property management systems (PMS) became mission-critical sys-

tems for the hotel industry. A vast majority of the hotels use PMS and there are many different types of PMS systems used in the market. For many hotel owners and managers, PMS system investment is a major investment. PMS systems come in many different shapes and include different functions. Therefore, the selection process for a PMS system for a hotel often becomes compli-cated. In some cases hoteliers are not familiar with all the different functions of a PMS system. Hence, sometimes PMS systems purchased may have functions that will never be used or may lack important and vital functions needed to optimize the sales process. The purpose of this article is to identify best prac-tices when it comes to selecting a technology system for a hospitality company.

Steps to System Selection

1. Reviewing Organizational Needs: This step should include the answers

to these questions: What is the mis-sion or purpose of an organization? What are the organizational goals or objectives? What is the organiza-tional structure? What is the role of technology in service improvement? Asking and answering questions will definitely help in selecting the best system for a particular hospitality company because each of the answers


Project Management

may require a different type of sys-tem. For example, if you are part of a large chain or franchise system, then a server-client based with cloud sup-port model may be the best choice. If you are a single operation with an op-tion to grow multi-unit in the future, then a fully cloud based system may be robust enough for you.

In this step, the buyer should also create a selection committee. This committee shall be composed of people who are direct or indirect users of the system from all levels of management. For example, for a PMS system, the selection com-mittee may include the front office manager, a front desk supervisor, a front desk clerk, a reservation agent or operator, a server (because the PMS integrates to the point-of-sale system) and hotel engineer.

2. Evaluating Current Systems: This step is a summary of how

information is processed, organized and distributed throughout the organization. The existing systems may be computer-based, manual or a combination of both. Before selecting or enhancing a system, a good grasp of work and informa-tion flows is necessary. This can be depicted in a flowchart. The second purpose of a systems evaluation is to identify problematic areas, such as inaccurate data (e.g., poor forecast-ing); duplicated work efforts (e.g. reservation system not connected to a multichannel distribution system); inadequate equipment (e.g., clerks must wait in line to check-in/out guests since there is only one front desk computer); inefficiencies in information flow (e.g., late charges);

poor customer interaction (e.g., front desk clerk spends too much time looking at computer monitor); outdated equipment (e.g., in-room TV system does not allow guests to stream movies from their Netflix accounts); procedural bottlenecks (e.g., check-out process is too long); discontented workers (e.g. computer program not “user friendly”).

The third purpose of a systems evaluation is to determine whether current systems address an organiza-tion’s most vital areas. For example, should an international hotel use key resources updating reservation dis-tribution channels manually or invest in new technology where room pric-ing decisions are largely automated and free up these resources to focus on strategic performance issues? The hospitality industry is constantly


Project Management

changing and existing systems may not be able to accommodate new and unique situations.

Finally, after a thorough systems evaluation, information system objectives are formulated, which may include adding new computer applications, upgrading or refining current systems, integrating systems, and/or re-engineering information and work flows.

3. Defining Budget Requirements: Many organizations want to

spend the smallest possible amount and reap the most benefits. This short-sighted philosophy often paralyzes organizations. Determin-ing whether an information system purchase is worthwhile requires the identification of investment costs and annual savings. Typically, investment costs include hardware, software, training and installation. Annual savings typically include reduced op-erating expenses, increased revenues and improved cash flow, less annual operating expenses (supplies, system maintenance, customer support, personnel, administrative, etc.).

While there are various invest-ment evaluation techniques, a popu-lar and easy to understand method is payback. Payback determines the length of time required for a new sys-tem to generate enough savings to re-coup the investment outlay. General-ly, if the payback is five years or less, the organization should proceed with

the investment. Alternative methods of financing such as leasing hardware or purchasing cloud-based software (Application Service Provider model) should be also considered.

4. Develop a Request for Proposal: This is probably the most important

step of a system selection. An RFP is a document that serves as a commu-nication tool between the buyer and the vendors (potential seller). The primary benefit of the RFP is that a vendor must respond to a standard-ized format. This eases the evaluation process when comparing the suitabil-ity of different property management systems. See the list below for what is typically contained in an RFP.

Property Profile. A description of the property and its computing needs.

Solicitation Instructions and Con-ditions. A guideline for submission of vendor proposals and a descrip-tion of how vendor responses will be evaluated.

System Specifications. A detailed description of desired features and requirements for each of the follow-ing areas: software and hardware performance, customer support, vendor reputation, and training and installation.

It is mandatory that the RFP include guidelines for submission. To protect the property’s interest, all bids must be in writing. For prom-ises relating to the price and perfor-

mance of the system to be legally binding, they must be included in a written contract. Vendor’s responses to RFP questions shall be included in and incorporated into any sales contract which may result. Vendor statements and claims within or ap-pended to the RFP regarding product performance and capabilities shall be considered part of the proposal and therefore part of any sales contract which may result. The proposed prices, terms and conditions shall remain valid for a certain number of days following submission. The RFP should specify how the proposal will be evaluated. The RFP should also include a “no offer” clause which will release the buyer of any claims in the event that there is no system selected as a result of the RFP pro-cess. The RFP should then be com-municated to potential vendors.

5. System Evaluation and Selection: A systematic approach should be

used to evaluate the responses to the PFP process. One common evalua-tion method is the balanced score-card approach in which the propos-als are evaluated against important criteria (i.e. software performance, reputation, support and training, price). Then each of these criteria is weighted by selection commit-tee based on their perceived level of importance. The scores in each category is then multiplied with the weight for that category to achieve a score. These scores are totaled and the top three vendors are usually invited to on-site demonstrations. It is critical for the buyer to provide a scripted demonstration request to vendors so that they all present the same features. A scripted demonstra-tion is a real life based scenario in which the vendor will demonstrate in front of the selection committee. The same evaluation must be conducted after the on-site demonstrations and a finalist should be selected.

An RFP is a document that serves as a communication tool between the buyer and the vendors (potential seller). The primary benefit of the RFP is that a vendor must respond to a standardized format. This eases the evaluation process when comparing the suitability of different property management systems.



A shift in perspective takes HSIA from hardware to software, making options more flexible and reliable

Cloud Services

Daniel Lister is CEO for Danmagi, a company that offers Internet access solutions for the hospitality industries with three divisions based in Denmark, Brazil and India. He can be reached at [email protected].

By Daniel Lister

Cloud Services Come to Wi-Fi Access

The use of Wi-Fi remains a top three amenity for hotel guests, but poor Wi-Fi service was

the single largest complaint in most hotels during 2013. Wi-Fi is a com-plex area for hotels to manage and organize, especially with the speeds required and the sheer number of devices and types of devices in the market today. In the meantime Wi-Fi is growing faster than ever before. With the entrance of smartphones, tablets and other devices that travel with guests to be used for entertain-ment and social media, this trend will continue to grow for the foresee-able future.

Over the last decade, network infrastructures have seen strong developments with the cabling infrastructure moving from Ethernet, coax and towards fiber — with strong development in speed, capacity and bandwidth starting with 802.11n and now moving forward to 802.11ac/ad. Network switches are easily capable of handling and managing a multi-tude of users and bandwidth on a site.

The trouble is that the gateways and the service providers that control the devices have seen very little development or change, either from a technology or attitude perspec-tive. The reality is that there is a need for greater improvement of the guest IP network and guest access to the Internet. This also provides the opportunity for the hotel to add ad-ditional services to match with their branding, marketing and communi-cation policies.


Cloud Services

A Blow to the HSIA GatewayThe most critical aspect has been the lack of much needed development by the hardware vendors and service providers. Access server vendors are still stuck with local access think-ing, which limits the number of devices able to get online, or basic or non-existent bandwidth shaping, and a system that requires constant clearing of memory to continue the service. Effectively the gateway is the only part of the HSIA infra-structure that has not moved on and modernized.

One reason for this is that the main providers really believed HSIA was dead and switched all their investment into buying and owning IPTV. The idea to have HSIA and IPTV to run over one IP network seemed a logical step. However the hardware required for this new service was expensive and the technology side was not run-ning smoothly — but most soldiered on. In the desperation to cover the investment, an extraordinary shift took place as HSIA became just a “bolt-on” service that was included more often than not for free as part of a bundle. As we all know there is no such thing as a free lunch, and service levels continued to deterio-rate. This in itself was not enough to bring focus back to HISA. Apple deserves the credit for this change in direction — turning everything on its head with the launch of the iPhone followed by the iPad.

Within a few years of the iPhone and iPad being on the market, HSIA had become a major service require-ment to meet the needs of guest to connect their personal mobile de-vices. Now that guests were bringing their movies, news and social media with them, the biggest requirement was for good HSIA to meet their data hungry needs. These devices also communicate in much smarter ways, so the traditional gateway products started to struggle with the sheer volume and variety of media devices, neither of which they were designed to handle. Now the future of IPTV was in reverse and becom-ing a white elephant.

The large providers who had invested so much were now caught out by this shift and the onslaught of the recession. At the same time the revenue for both HSIA and IPTV have been slipping away. The hotels themselves found that they were now stuck with higher costs for their IPTV networks, loss of control of the services, an inability to react quickly to changing guest demands, dif-ficulties solving technical problems quickly and loss of revenue as guests watched their own media. There was no foreseeable payback on the investments made.

Think Service, Not HardwareIn other areas of the IT/telecom within hotels there has been a lateral move towards cloud services, how-ever this is not currently being used

in the HSIA market, but should be an obvious one.

Many hotel groups are still think-ing in “access provisioning” instead of “service provisioning.” They are still thinking in “hardware” instead of “service.” Probably the main reason for this is that many service providers want to sell hardware, licenses and hardware services to be combined with HSIA and, if pos-sible, even with IPTV or other ser-vices to make it more complicated.

The telcos' offering is only aimed towards their users using the hotels’ footprint. They generally do not cater for guest and hotel services, but when they do, it is usually poor or unworkable. For them it is about “off loading” the expensive networks such as 3G and 4G.

However the hotels know that defining a proper working guest IP network is not that difficult — the problem lies in having control and visibility of the HSIA service.

HSIA is a perfect environment to be managed through a cloud-based service whereby the hotels have both a local appliance in the guest IP network and all of the data within the cloud.

Everybody involved within the HSIA service (local, regional and central IT / marketing managers, local general managers, support centers, service providers and execu-tive teams) should be able to control and manage part or all of the HSIA service in real-time.

In real-time, HSIA can be used as a fully flexible service where local activities can be implemented and where the central organization can take care of company information such as branding, loyalty programs, servicing and support, and pricing (free, paid or any combination to be changed at any time if required). In addition the hotel can oversee trends and new requirements, giving the hotel group the opportunity to imme-

With the use of a cloud-based service, tailored to support guest needs and multiple devices, connection is freed from the limitations of the previous box solutions or licensing programs. More importantly the cloud environment offers guests and hotels quick solutions should they experience difficulties — without the need for expensive or time delayed site visits.


Cloud Services

Come Learn About the Updated CHTP Designation As we all know, technology is evolving rapidly these days. The evolution and innovation of technology has impacted the hospitality industry, as well as the CHTP certification program. In January 2014, a CHTP Task Force took a deep dive and discussed the industry’s concerns, the history of the program, the issues we are faced with today and the future of the program. As a result, the group came up with several recommendations for a revamped CHTP program: • Revised application life period,• Revised conditional credit option/ period,• Revised exam section structure,• Revised sub-section exam structure,• Revised source material and studying process,• Revised number of questions asked on the exam,• New list of competency areas to bring the exam to current times, and• Maintenance plan to keep it relevant going forward.This is just a short list and was a good starting point for the work that has been done since this meeting. Come learn more about the expected changes to the CHTP designation at HFTP Booth #455.

Visit HFTP booth #455 or Room 519 on Wednesday and Thursday for details.

diately add content instead of having to re-define the networks.

With the use of a cloud-based ser-vice, tailored to support guest needs and multiple devices, the connection is freed from the limitations of the previous box solutions or licensing programs. More importantly the cloud environment offers guests and hotels quick solutions should they experienced difficulties — without the need for expensive or time de-layed site visits.

So is Cloud HSIA the Next Step? The advantages for hoteliers, and especially hotel groups, are poten-tially enormous. True cloud HSIA provides the ability to have real time visibility of statistics and data, from network usage to guest support and much more. The data is espe-cially useful for individual hotels as

well as when reviewing by group, region, brand or country. This means management has access to data in real-time, with no more waiting for outdated monthly reports or feed back on performance.

Cloud HSIA reduces both capital and operating costs as there is no expensive hardware required onsite, no need for maintenance agreements, nor potentially limiting licenses.

The system is more reliable with better SLAs, meaning faults are dealt with in real-time and actions are taken centrally without the need to make an onsite visit. This gives a greater guest experience.

The solution is easy to deploy and requires no onsite maintenance. All settings and services are easy to control and changed in the cloud.

The very fact a data center controls the guest experience means

that the provider can offer service flexibility. Gone are radius, memory and bandwidth issues.

However some of the nicest features of a true cloud-based HSIA are the marketing opportunities and potential to build on brand loyalty. It is an incredible opportunity to provide an enhanced guest experi-ence of tailored suggestions or offers direct to the guest's device. This is regardless of the media, without loss of content or message and with no need to download an app.

This is a new, potential “game changer” technology. The number of truly cloud HSIA companies can still be counted on one hand. However with guest complaints in traditional HSIA hitting an all time high in 2013, and the proven result of cloud HSIA, hotels are now considering their options.


TECH TRENDS

Cloud PBX technology moves attention to SLAs, cloud middleware and normative total cost models

Cloud Services

Ron Tarro is president and CEO of SDD, Inc. He can be reached at [email protected].

By Ron Tarro

Cloud PBXs Are Now Viable. Manage Differently.

Phones durably remain in the guest room. But it’s less likely that there will be a PBX on the

hotel property. Emerging cloud-based PBXs are now carrier grade. Their deployment is being enabled by new, cloud-based hospitality integrations middleware. Most importantly, cloud price points are challenging premise technology. The result is that deploy-ments have accelerated across the hospitality industry.

The emergence of cloud PBX technology architectures changes how you assess hotel voice service decisions. The following is what early adopters have learned.

Stop Making Technology Decisions, Make Service Provider Decisions You’re increasingly going to buy cloud services from a service pro-vider, not a technology provider. You will purchase voice services from organizations that manage all aspects of voice. You need an organization that builds voice infrastructure both at the premise and in the cloud. This is a fundamental change. For the last 30 years, the foundation of a hotel voice technology decision was the PBX. That decision weighted deci-sions about supporting systems like voice mail, auto-attendant, IVR, call accounting and phone devices. Then you purchased professional services that could manage that PBX tech-nology. With cloud PBXs, the PBX technology is no longer the funda-mental decision you need to make. You need to assess the cloud service


Cloud Services

itself. You already operate this way. With your mobility decisions, whose technologies are routing your call or delivering your cell phone’s voice message? Did those technology choices affect your cell phone ser-vice decision? No they did not.

Shift Your Attention to Service Level MeasurementsIf you don’t care about technol-ogy choices, then where should you focus? First, your decision-making shifts away from confirming interoperability of best-of-breed technologies. No longer your prob-lem. Instead it must shift toward the development of features operating under a robust set of service level measurements. Strong service level agreements (SLA) are evidence of a strong underlying technology architecture. Pay particular attention to open source platform SLAs where matters of security, high availability and operational support features may have been home grown. Get the SLA right and it will drive changes to architecture that you cannot see. A service provider’s commitment to 99.999 percent up time on the call path says much about the service provider’s architecture. A service provider’s ability to manage quality of service (QOS) all the way to the guest room endpoint also illuminates the architecture. Does a service failover drop all phone calls or is it just a click as you talk? Architecture expresses itself as SLA.

Pay Strategic Attention to Hospitality Cloud-based Middleware If you step back from traditional premise-based voice architectures, you will notice that advancement in voice platforms has been happen-ing in 8+ year cycles. Each cycle requires shared vendor product development priorities, coordinated vendor product development and cross-certifications, CapEx events, and then deployment and re-inte-gration of distributed systems. New entrants and innovators are infre-quent. Meanwhile, guest expecta-tions for voice services are driven by

their cell phones. Those expectations change almost daily in both features and price points. This difference in innovation tempo is a guest services problem for your hotels. How do you leverage a cloud PBX solution’s inherent software advantages to pro-vide inexpensive accelerated innova-tion? The answer is found in some (not all) new cloud PBX architec-tures. Look for cloud-based hospital-ity middleware that is distinct from the voice call path technologies. The cloud middleware connects a car-rier’s cross industry voice platforms to your hotel systems (and provides the guest features). Your ability to maintain a middleware vendor relationship provides a direct link to innovation by linking guest service strategies to cloud voice.

Establish Normative Total Costs of Ownership Voice services are increasingly an operating expense and less a capital expenditure event. Cloud PBXs operate under software service (SaaS) pricing models. Recurring occupancy-based fees and recurring flat per-room fees structures have emerged. However, these models are only different ways of timing dollars. They are not fundamentally different in their total cost over time. You need to shift analysis away from capital investment and toward comparative long term total costs of ownerships normalized to the scope of the service. Here are a few ways to move in this direction.

Bandwidth. Does your cloud PBX solution include bandwidth and car-ried voice minutes for the premise? Some services can run over the top of your existing bandwidth while main-taining quality of service. Others re-quire purchase of bundled bandwidth. Other providers are also bundling bandwidth and local long distance carried minutes. How many minutes and to what calling jurisdictions?

Cloud Software Upgrades. Does your cloud-PBX solution provide all software related upgrades as part of the subscription? Some solutions provide all future software releases

within a subscription. Some provide only bug fixes for the current release. Who pays for installation, test, and cutover of bug and feature upgrades?

Redundancy and Failover. Not all failovers are the same. Some solu-tions don’t provide failover. Others drop all calls and restart. The gold standard is that a component fails and you don’t even know it. How will your solution failover when a technology component or network connection is lost? Service redun-dancy is either solved by premise and cloud hardware redundancy, or by network redundancy. Or both. How this is solved is a material driver of cost for solutions.

Premise Hardware. Who owns the premise hardware, who refreshes the firmware (and how frequently), and who replaces (and pays for) a failed device? If premise hardware is pres-ent, require that vendors warrant that the hardware installed on premise is not end of life and is fully capable of supporting feature upgrades, quality of service, security, features and gen-eral SLA requirements. Unexpected premise updates can be a hidden cost.

Open Source PBX. Open source software is less expensive than pro-prietary alternatives when creating an initial solution, yet conversely it can be more expensive over time to enhance, secure and operate. This is because changes to proprietary systems can be amortized across a larger base of customers while an open source is customized to your individual service provider. Open source providers in niche industries must be big enough to drive innova-tion without passing the cost onto you. Here’s how you equalize this problem: compare solutions over a long-term for their incremental costs from software features updates and ongoing compliance to SLA changes (are such advancements included in the service subscription?).

Cloud PBX architectures are changing what you manage in voice services. Your attention must shift to SLAs, cloud middleware for sustain-able innovation and normative total cost models for voice services.


TECH TRENDS

How Cox Business outfitted the Las Vegas Convention Center with a robust, technology infrastructure

Bandwidth Management

Monica Compton is a writer and event marketing consultant for Pinnacle Productions. She can be reached at [email protected].

By Monica Compton

Delivering Connectivity to One of the Largest U.S. Convention Centers

When your venue hosts one of the largest technology trade shows in the country,

the bandwidth of your telecom-munications services needs to be strong. The International Consumer Electronics Show (CES) brings more than 3,200 exhibitors and over 150,000 technology professionals to the Las Vegas Convention Center (LVCC) every January. The need for speed and flawless connectivity for these participants is paramount.

Thus began the challenge of find-ing a telecommunications company who could handle the high demand of the third largest convention center in the U.S. The LVCC’s 2 million sq. ft. of exhibit space allows it to accommodate three of the Top 10 trade shows in the U.S., more Top 10 shows than any other single conven-tion center. The larger the shows, the more bandwidth required to keep attendees online with their business-es. Not to mention that the back of house infrastructure — what the at-tendees don’t see — has to be just as capable of handling the connectivity of thousands of smartphones, tablets, laptops and every wireless and wired device on the show floor.

When Cox Business received the LVCC’s request for proposal (RFP) two years ago, the company knew the stakes were high. And although Cox Business was experienced at providing telecommunications to over 30 major hotel and resort prop-erties in Las Vegas and other areas of

Photo courtesy of the Las Vegas News Bureau.

Exhibitor Sponsored Content



Convention Services (ACS) came to life. ACS was conceived in 2007 as a startup business under the Hospitality Network brand. With 22,000 meetings and conventions in Las Vegas annually, ACS saw rapid growth by offering wired and wire-less services to the convention trade in Southern Nevada.

“We’d already been providing Cox services to about 1.2 mil-lion sq. ft. of exhibit space in Las Vegas and some other areas,” says Christy Raivio, ACS manager for Cox Business in Las Vegas. “One of the main reasons we were able to move forward so confidently with the Las Vegas Convention Center business opportunity was the techni-cal, customer-facing and back office know-how we gained through ACS,” she said.

The technology infrastructure currently being worked on at the Las Vegas Convention Center will provide major improvements for all visitors to the venue, from better cellular connections and an industry leading Wi-Fi canopy, to the fastest

wired Internet speeds in the conven-tion industry. For the next seven and possibly 10 years, it will be Cox Business/Hospitality Network providing technology to about 60 of the world’s largest 250 conventions/trade shows that take up temporary residence at the convention center in Las Vegas each year.

“The Las Vegas Convention and Visitors Authority (LVCVA) is com-mitted to staying ahead of our com-petition and maintaining Las Vegas’ status as the number one trade show destination in North America,” said Terry Jicinsky, senior vice presi-dent of operations for the LVCVA. “We’re excited to be working with Cox Business to offer our trade show partners and their exhibitors and delegates the latest technology and exceptional customer service that helps them improve their business and tradeshow experience.”

Moving forwardIn late-September last year, Cox Business/Hospitality Network rolled out a thick technology carpet at the

the U.S., the sheer size of the build-ing and breadth of services required could have seemed daunting.

“When we received the RFP we had a wide range of experience in service delivery within the conven-tion space,” explains Derrick Hill, vice president of Cox Business/Hos-pitality Network (HN) in Las Vegas. “The opportunity to provide the Las Vegas Convention and Visitors Authority with analogous telecom services was a challenge we knew we could meet.”

After all, Cox Business already had a strong telecommunications foothold in Las Vegas on its own, but also through its entertainment arm HN. Since 1999, Cox Busi-ness has been providing wired and wireless data solutions as well HN’s on-demand and interactive television services to the hotel/resort business vertical since 1999. The company currently serves over 110,000 pre-dominantly Las Vegas hotel/resort guest rooms in gaming districts around the country.

And this is how Cox Advanced



LVCC that included wired high-speed Internet networking services and equipment, wired voice services, pri-vate network options, advanced Wi-Fi based wireless Internet services and TV, as well as a 10-gigabit, diverse redundant fiber backbone. Under the contract, Cox Business is also providing its technology services to the LVCC’s back of house and public areas, as well as the Cashman Center meeting facility. The total investment is expected to top $9 million.

Since work began, Cox Business engineers have already more than doubled the number of routers and switches at the convention center and increased Wi-Fi access points. This allowed for some extremely heavy lifting during CES in January where Cox saw simultaneous usage peak at 11,500 users and a total unique user

count reach 73,000 during the show. Using its newly built Wi-Fi infra-structure, Cox Business delivered cellular offload of data onto the Wi-Fi network of 155 Mbps of data at CES.

“At some point later this year, we’ll have over 2,000 Wi-Fi ac-cess points in place based on the 802.11AC standard and these could potentially allow Wi-Fi at multiples of today’s speeds,” said John Foun-tain, director of network technology for Cox Business/Hospitality Net-work in Las Vegas. Fountain is lead-ing the design team responsible for mapping and installing the conven-tion center space with the upgraded Cox technologies.

When Cox Business/Hospitality Network completes its build-out of the Las Vegas Convention Center,

it will also include a state-of-the-art interior 3G/4G cellular Dis-tributed Antenna System (DAS) designed to improve cellular telephone capabilities from deep within the cement and steel super-structure of the convention center facility. Work on that system is scheduled to be completed around mid-2014.

“We are extremely proud to help Las Vegas shine as one of the world’s preeminent destinations for the meetings and conventions industry.” says Mike Bolognini, market vice president for Cox Las Vegas. “Cox engineers, designers and customer service representatives who are engaged with the Las Vegas Convention Center are equally as proud to be associated with such an important brand.”

By The NumBers2 million sq. ft. Amount of exhibit space at the Las Vegas Convention Center

3National ranking of the Las Vegas Convention Center by size

60Number of conventions/trade shows during 2013 at the Las Vegas Conven-tion Center

1.2 million sq. ft. Amount of total exhibit space served by Cox Business at hotels/resorts

3.2 million sq. ft. Amount of total space served by Cox at the Las Vegas Convention Center

16Number of trade shows with Cox Business-provided technology at the Las Vegas Convention Center during 2013

$9 millionInvestment Cox Business will make at the Las Vegas Convention Center

During the RFP process two items that were of the greatest import and ended up being the reasons Cox was chosen were: Firstly, the financial strength and investment Cox was willing to make to ensure the Las Vegas Convention Center maintained a leadership position in the convention industry. Secondly, and related, was the a cutting edge technology plan that was holistic in its approach and forward looking.

The technology infrastructure currently being worked on at the Las Vegas Conven-tion Center will provide major improvements for all visitors to the venue, from better cellular connections, an industry leading Wi-Fi canopy and the fastest wired Internet speeds in the convention industry.



New solution offers digital quality and sound, as well as channel flexibility for individual hotel locations

In-room Entertainment

Advanced HD Solution Brings an Array of Guest Room Entertainment Options

By Monica Compton Whether your guests are traveling alone or with family, creating an in-room

telecommunications experience that models the comfort and ease of their home can be a challenge. Gone are the days when guests are satisfied with network channels and a stan-dard cable package. Replicating the multitude of entertainment selections and the digital HD quality of their home televisions can be a daunting proposition in and of itself, but the hotel environment has some unique challenges of video delivery.

Cox Business saw this need to bring a significantly better TV view-ing experience into the hotel guest room and is responding with the next generation of HD service designed with hotelier needs in mind.

“Hoteliers have a wide variety of in-room video options today. Ultimately, all decisions are made with reliability, features, overhead and cost in mind,” says Eric Rob-erts, senior product manager for Cox Business. “We think the new advanced HD product hits the sweet spot for hoteliers.”

Scheduled to start trialing next month, Cox Business’ advanced HD solution will bring 100 percent digi-tal quality and sound to each guest room TV. The channel package is flexible as well and can be changed for each hotel’s location, regardless if they are the same brand.

“If Property X wants ESPN on channel 11 and Property Y in the same city wants it on channel 25, we

Monica Compton is a writer and event marketing consultant for Pinnacle Productions. She can be reached at [email protected].

Exhibitor Sponsored Content


In-room Entertainment

can do that,” Roberts says. “If you want to remove some channels that are shown in the lobby, we can cre-ate a custom lineup for that for use within your hotel.”

Where before Cox Business’ HD Free-to-Guest service provided a couple dozen channels, the new product offers package options to deliver hundreds of channels and full access to the multiplex chan-nels associated with premium movie channel subscriptions.

“Instead of delivering ‘bulk TV service’ with a sprinkling of HD channels, we are bringing an elegant solution offering a host of linear TV options with a sophisticated user in-terface,” says Jennifer Richardson, senior product manager, business TV and hospitality services for Cox Business.“The solution also brings

options for hotel employees to as-sist guests with their in-room TV preferences.”

The HD equipment is concealed behind the TV and out of the guest’s view. Other than the in-room box, no additional equipment is needed at the hotel. There is also an online portal tool which enables the front desk to immediately assess the status of the equipment and make adjustments to the guest’s experience as necessary.

Other product features include a customizable interactive program guide with the hotel’s logo and chosen background integrated into the interface to promote the brand of the hotel.

Another unique aspect of the product is the remote control. Although technology has improved television viewing, the remote

control for some units has become so confusing, it’s difficult to know how to turn on the TV. Cox Business will leverage a simplified remote control so that users can quickly find the program they want to watch. And, the remote even has an anti-microbi-al coating.

The initial launch will showcase the robust HD channel options and user experience customization elements. The infrastructure leaves room for feature enhancements down the road such as the ability to pause live TV and on-demand content.

“The hotel industry is an im-portant part of our customer base,” Richardson says. “In revisiting our hospitality HD portfolio and launch-ing this new generation solution, we are accommodating the ever-evolving needs of the industry; we are offering solutions specifically built for hotels.”

And it’s not just TV service that Cox Business offers. Their Internet, managed Wi-Fi and voice services offer a complete solution for the hotel guest room and other areas of the property.

“We understand the needs of the hotel and the needs of their guests,” Roberts says. “We act as the hotel’s partner in bringing all the telecom-munications comforts of home into the guest room.”

“If Property X wants ESPN on channel 11 and Property Y in the same city wants it on channel 25, we can do that,” says Eric Roberts, senior product manager for Cox Business. “If you want to remove some channels that are shown in the lobby, we can create a custom lineup for that for use within your hotel.”



Availability of unprotected payment data can be reduced with card discovery tools and a concentrated effort

Data Security

Gary Glover CISSP, CISA, QSA, PA-QSA is QSA director for SecurityMetrics and has completed hundreds of PCI DSS, PABP and PA-DSS security audits. He can be reached at [email protected].

Unencrypted Data: A Security Plague

By Gary Glover, CISSP, CISA, QSA, PA-QSA I have a few major concerns for payment security at the hospitality level, such as remote access vul-

nerabilities and wireless insecurity, but nothing compares to the anxiety I feel about the widespread storage of unencrypted payment card data.

Unencrypted payment card data is the information on a credit/debit card (16-digit account number, service code, cardholder expiration date, etc.) that criminals use to fraudulent-ly duplicate customer payment cards.

According to 2014 PANscan® data, 63 percent of businesses store unencrypted payment card data, which is 100 percent against the Pay-ment Card Industry Data Security Standard (PCI DSS). In addition to finance and retail, hospitality is one of the top three industries hackers target for unencrypted card data.

If hackers manage to compro-mise a network, they look for some-thing easy to steal. Because it exists in an unprotected state, unencrypted payment card data is relatively simple for a hacker to detect, scoop up and steal.

Even With its Short History, Card Discovery Has Come a Long WayWhether because of recent PCI DSS emphasis, or because of recent high-profile compromises, more organiza-tions are concerned with payment security. The current trend, and most effective way to identify this danger-ous unencrypted information is to use a card discovery tool. Depending on the vendor, these inexpensive (some-


Data Security

times free) software tools alert users on the location of discovered card data so it can be securely deleted. Many tools are advanced enough to look through improperly deleted files and restored computer backups.

The life of payment card discov-ery software began with command-line interface, only accessible by those who knew regular expression search notation (like a search for-mula). Used by forensic investiga-tors and security hobbyists, it wasn’t until recently that this type of data search software got a user-friendly face-lift and really took off.

Over the past few years, this software has evolved to scan quicker, find cards easier and diminish system overload. For example, some card tools use delimiter scanning to exclude 16-digit strings with special or alpha characters, which enables scans to run faster.

One limitation of card data software is that its reach does not extend to physical card data storage. I know many hotels that scan, print and keep customer credit cards in big binders in the office for easy and recurring room reservations. Even though it’s not electronic, storing cards in this manner is still very much against the PCI DSS, if not properly secured or masked.

Storing Accidentally vs. On PurposeIf I could give a short-term goal to the hospitality industry, it would be to find and securely delete the im-

properly secured card data residing in back-office spreadsheets, prop-erty management and point-of-sale (POS) systems. Unlike encrypted data that is saved on purpose for charge reversals or recurring pay-ments, some property management and POS systems accidentally store unencrypted data due to hardware/software misconfiguration.

I conducted a resort audit recently and found 1.2 million (that’s right, million) records of unencrypted card data. The resort managers were shocked at the liability those 1.2 million cards represented. Usually, large amounts of stored numbers oc-cur because of errors in hardware or software set up.

Spreadsheets filled with card numbers are also prohibited, but more easily addressable. While prop-erty management or POS software often requires complex configuration changes, purposeful storage of data in spreadsheets or text files merely requires a new process and employee training. I regularly find thousands of unencrypted credit cards in spreadsheets in the accounting and guest/owner services departments. Even though thousands of cards are at risk, all management has to do is securely delete the spreadsheet and conduct employee training to ensure it doesn’t occur again.

Future Elimination of Stored, Unencrypted Card Data The trend of unencrypted card data

is extremely similar to other security issues I see in hospitality. Whether it’s default passwords, remote access vulnerabilities, wireless insecurity or unencrypted card data, people are simply unaware of simple security blunders that considerably increase business liability.

In most cases, owners and manag-ers don’t blatantly ignore security requirements. They just don’t know about them, and their software or IT teams are so busy supporting normal business functions that they also fail to catch problems.

Ultimately, a lack of simple se-curity understanding is a key reason unencrypted card data remains so pervasive. Down the road, I hope to see card data discovery tools used in everyday business security.

The upcoming EMV mandate required by Visa and MasterCard requires all businesses to implement EMV-enabled payment solutions. Although EMV will help reduce other security-related issues, it is not designed to alleviate unencrypted card storage issues. EMV systems still need access to the unencrypted credit card data during the dip or swipe process, which means there is an opportunity for misconfigured software to inadvertently capture and store unprotected data.

However, once businesses begin implementing Point-to-Point Encryption (P2PE) card processing solutions, we should see a dramatic reduction in unencrypted card data. P2PE encrypts card information immediately upon a customer’s swipe or dip, so there is no chance of stored, unencrypted data. Unfortu-nately, P2PE does nothing for storage of unencrypted data outside of the payment environment (e.g., spread-sheets created in the back office).

I don’t believe unencrypted card data will ever go away completely, but hope to find fewer instances in the future.

Once businesses begin implementing Point-to-Point Encryption (P2PE) card processing solutions, we should see a dramatic reduction in unencrypted card data. P2PE encrypts card information immediately upon a customer’s swipe or dip, so there is no chance of stored, unencrypted data. Unfortunately, P2PE does nothing for storage of unencrypted data outside of the payment environment.



Shifting to a data driven culture maximizes asset protection and innovation

Analytic Strategies

Shawn Clark is president of Clark Consulting Group, LLC which focuses on developing business security strategies. He can be reached at [email protected].

By Shawn Clark Let’s face it, consumer technol-ogy is moving at light speed. In seconds, billions of consumers

are making purchasing decisions based on loyalty, social influencer reviews, likes, dislikes or the newest hipster marketing campaign. Cus-tomers want easy access to products and services while expecting compa-nies to know what they like — and the ability to buy any time anywhere, online, in an instant.

There’s no doubt, what’s hot today may be worthless tomorrow. Chief marketing, sales and infor-mation officers recognize that to survive, they must adapt and change. They invest heavily in advanced data warehouse technologies and infra-structure. Their dedicated analyt-ics teams are deployed to uncover valuable business intelligence, gain a deeper understanding of product sales trends and provide a holistic view of customer behavior.

Deep analysis of customer behav-ior can yield actionable intelligence to enhance, refine and reinvent product offerings. Analytics tells us which of these offerings socially informed customers have a higher propensity to purchase, resulting in increased sales and marketing performance.

For this reason hospitality leaders rely on sales and marketing analyt-ics. They race to refine and reinvent product offerings. Yet they fail to deploy dedicated analytics resources and strategies to protect electronic assets. In today’s socially connected

Dedicated Analytics Resources Protect Electronic Assets


Analytic Strategies

world, the mere perception of an in-adequate security posture can violate consumer trust, dilute product value and irrevocably tarnish the corporate brand and image.

To enhance protection, hospitality leaders must adopt data driven solu-tions. Needed are analytics strategies to proactively detect fraud and often more costly, bad business exposures.

The GapHospitality security programs focus heavily on traditional security dis-ciplines such as facilities, employee and customer protection — and with good reason. Geopolitical, socio-economic and terrorism events test security programs daily. If customers don’t feel safe, the property and po-tentially the brand could be doomed for failure.

To maximize protection, chief auditors and chief security officers — like their CIO and CMO counter-parts — must change and proactively adapt to electronic threats. Adopting a data driven culture and deploy-ing fraud analytics strategies will enhance protection, uncover valu-able intelligence, discern trends and provide a holistic view of fraudulent and bad business behavior.

Overseeing global operations puts an incredible drain on resources and limits the ability for hospitality security and audit teams to focus on new technologies, let alone analyt-ics and innovation. Many hospitality security and audit departments still rely on tips, complaints or the geo-political event of the day to deter-mine where to focus departmental resources. Certainly insights can be gained by this approach; however, without a dedicated, data-focused team, innovation and new discover-ies are often overlooked.

The Foundation: A Data Driven CultureI have been fortunate to lead and be a part of teams that deploy analytics

strategies. We experience phenome-nal results, saving millions of dollars and achieving ROI up to 100 percent. With each deployment news expo-sures, such as a multi-million dollar e-commerce attack, are discovered.

The savings, ROI and new dis-coveries didn’t happen because they had “a guy.” Nor did they invest in a magical analytics tool that plugged in, turned on and produced a report. There is no one tool that tells them where to look and where the great-est exposures are. These results are achieved because the companies and teams were not afraid to change. They adopted a data driven culture.

In my experience a data driven culture consists of the following basic elements:

Executive buy in — not required, but it’s certainly nice to have. It always helps when your CEO un-derstands and is willing to invest in technology.

A robust technology team — don’t sell yourself short here. Plan on your data landscape growing with new sales and marketing programs and technologies.

Easily accessible data — prac-tice data governance up front. With sound architecture, secure and nor-malized data, analytical answers are efficiently realized.

A dedicated analytics team — create an analytics team focused on finding enterprise fraud and bad business practices. If you don’t, you’re relying on “the guy” or the already overburdened technology department.

The freedom to explore — If you think it has value, whether fraud or bad business, go for it. This freedom to test and develop theories and ideas gives birth to new innovation and uncovers fraud and bad business exposures.

The Strategy: Fraud Analytics Fraud analytics is the proactive

detection of previously undetect-able fraud and bad business prac-tices through data analysis and profile development. Deploying a fraud analytics strategy using your company’s existing data sources is a great place to start. If your security or audit department is still operating in the exception report, data dark ages without a team dedicated to enterprise fraud analytics, it’s never too late to change.

To deploy a fraud analytics strat-egy, you must have a team — not just “a guy.” The team is dedicated to finding global fraud and bad busi-ness exposures. That’s right, you won’t be one-dimensional anymore looking exclusively for fraud. Use analytics to find costly bad business practices too.

The analytics team will investi-gate, perform analysis to determine global exposure and work with stakeholders to mitigate the issue. They will work with technology to develop compliance solutions to ensure it doesn’t happen again.

Innovation: Finding the NeedleWhat’s your company’s greatest exposure? You probably haven’t found it yet. It starts as an idea, or something seen during analysis that doesn’t make sense. It might be fraud or bad business. You won’t be sure until you load a small subset of new data or join tables from five different data marts to test and prove your theory. This leave-no-holistic-stone-unturned philosophy is how in-novation is driven and powers fraud analytics.

In my experience, companies that adopt a data driven culture and de-ploy a fraud analytics strategy gain new analytics insights. They identify previously undetectable fraud and bad business practices. These com-panies possess the ultimate analytics prize — identify unknown exposures and mitigate them.



Analytic Strategies

Lisa Apolinski is founder of 3 Dog Write Inc., a digital marketing strategy firm. She can be reached at [email protected].

By Lisa Apolinski

Big Questions Around Big Data

You may have heard the term "big data" and wondered what that could mean, both the defi-

nition and the impact on the hotel industry. It may sound intimidating, but big data is something that can help you engage more fully with your customer base. Let’s take a moment to understand big data, how hotels can manage data effectively, and ultimately use it to improve the customer experience.

Understanding the BuzzBig data is a buzzword to describe a large quantity of non-structured or non-integrated data pieces. It can re-fer to the volume of data, and also the organization of the data and bring-ing the data together to be processed and analyzed. While systems, and companies, are getting more sophis-ticated with their analysis of this data (think Amazon, Target and Google), companies of any size can use data to help understand their customer base.

Getting Organized The first order of business is to look at the data you have and how it is stored. If your data is not organized and clean, you will not be able to process it and have usable results. Look at a few key data points and make sure those fields are accurate, up-to-date and stored in a way that makes reporting easy. These data points can be the geo-location of a customer, week of year of travel, type of room requested, as examples. Starting with a few key data points

How hotels can manage big data effectively, and ultimately use it to improve the customer experience


Analytic Strategies

can still give you some insight. As you process these points, see what questions come up and add in new points into your data set to find the answers. If there is a pattern around weeks of travel, for example, further review can show if it is associated with a holiday, conference, or life event such as a wedding or honey-moon, etc. As more patterns emerge, you will be seeing valuable insight into your clientele.

Housing Parameters How you house your data will also be a factor in how accessible your data is to analyze. Systems need to be able to connect and share data, otherwise you will be trying to do analysis in silos, which can certainly affect the accuracy of your analysis. Also, think beyond just the customer database. Important data on cus-tomer behavior can be found in other

channels, such as social media, web site, event apps, blog posts, e-mail, etc. Are you reviewing the entire booking experience (pre, during and post) as pieces of digital data, and how are you linking those pieces of data to understand your customer? Again, you can begin with specific pieces of data, but it is important to track their path.

An easy place to start is the point of entry for your prospect, which can be an e-mail, web page or even a Facebook ad. If the call to action is to visit a specific web page, review the traffic patterns to that page dur-ing that time frame. Did you see an increase and where did the traffic go after that page (did they move through the site or bounce out, and was that an expected behavior)?

Make it Authentic So you have some interesting insight

into your customer base, but now what? Once you have a better under-standing of your customer, you can use the data to help create a better and more genuine experience. If the insight shows an uptick in room registration around a conference in town, perhaps an e-mail blast can be developed that highlights some restaurant choices within walking distance to the hotel (making the assumption that the people attend-ing will be not only from out of town, but most likely without a car). If there is a high bounce rate for a form on a web page, the form can be checked to see if the fields are work-ing and that it is mobile-optimized. If traffic is being directed to a video, and very few people are watching it all the way through, testing can be done to see if shortening the video engages the prospect more effec-tively. Data can also be a simple as tracking a housekeeping request with a regular visitor. If a customer always requests extra pillows during their stay, use that data point and have extra pillows already in the room upon arrival.

The hotel industry provides an interesting situation for the client: there is potential for something to go well, and wrong, with both their digital experience and their physical one. Your data is a powerful tool. It can make the difference between an average experience and one that stands out, and that is big.

An easy place to start is the point of entry for your prospect, which can be an e-mail, web page or even a Facebook ad. If the call to action is to visit a specific web page, review the traffic patterns to that page during that time frame. Did you see an increase and where did the traffic go after that page (did they move through the site or bounce out, and was that an expected behavior)?

TECH TRENDS


The Business Intelligence Boom

Bonnie Buckhiester is president and CEO of Buckhiester Management, Ltd., a revenue management consulting firm specializing in the hospitality industry. She can be reached at [email protected].

By Bonnie Buckhiester As a revenue management specialist I am constantly reevaluating data sources and

data sets. Long gone are the days of relying solely on market share reports, competitive rate shopping tools, and internal metrics to gauge performance and guide decision-making. Today, strategic oversight of the revenue management effort involves complex data sets from a multitude of sources. And to make sense of this “big data,” end users must take a highly structured and efficient approach to data gather-ing with the aim of interpreting and presenting this data in a clear and concise manner.

A Higher Degree of IntegrationTo accomplish this, a much higher degree of technology integration is required; only in this manner can hotels ensure they do not miss opportunities to manage demand optimally. The lack of comprehen-sive technology integration is a key part of this challenge, a problem that is growing daily as new data sets come into play. Even today hotels operate without interfaces between property management and sales/ca-tering systems because the interface costs are high. But the true cost of the inefficiency is never measured and the old adage of “what we don’t measure, we don’t manage” certainly applies in this case. Until such time as hotels fully identify and acknowl-edge lost revenue that is a direct result of misinterpreting the signs of

Analytic Strategies

A much higher degree of technology integration is necessary to ensure revenue management teams do not miss opportunities to manage demand optimally


shifting market conditions, signs that might have been read with the help of big data, the industry is not likely to address these issues. The problem is there is a high cost to integration, and in a cost-obsessed industry this only exacerbates the situation.

The hospitality industry has long suffered from the negative affects of working in silos, but today the dan-gers are amplified. Traditionally, the revenue generation roles have been defined as marketing, sales and rev-enue management, but these terms are obsolete. More precise descrip-tions are demand creation, demand capture and demand management; and it’s only when these roles fully converge that a hotel is in a position to optimally manage demand. The graphic above depicts the conver-gence of these disciplines.

For each of these disciplines there are a growing number of business intelligence data sets that must be taken into account to interpret the “demand continuum.” Imagine if you will, several integrated dashboards that gather and organize key perfor-mance indicators (KPIs) in such a manner as to enable revenue teams to evaluate demand conditions from a number of converging perspectives. These KPIs can be divided into six broad categories:

1. Macro Demand Influencers. These are broad-based, overriding factors that are largely outside the control of hotel operators, but dra-matically influence the rise and fall of demand.

2. Leading Demand Indicators. These KPIs are direct and conclusive indicators of demand

3. Competitive Impact Factors. These factors relate directly to the competitive marketplace and include two perspectives: those from the competitive set and those from con-sumer reviews

4. Marketing and Public Rela-tions Performance Indicators. These data sets include results from a multitude of marketing and PR initiatives.

5. Social Media Performance Metrics. These metrics represent the newest indicators of consumer senti-ment and engagement.

6. Internal Performance Metrics. These measurements are the most familiar to hoteliers and now reach beyond traditional forms of metrics to include a “total revenue manage-ment” perspective, i.e. all revenue streams evaluated to the profit ratio level.

You’ll notice that internal metrics are listed last. This is intentional. Too often hotels focus attention on the isolated performance of their own property rather than the forces and factors that impact that perfor-mance. This type of myopic attention makes it less likely to see the inevi-table shifting of market conditions in time to make informed adjustments to strategies. However, if hoteliers will broaden the scope of key perfor-mance indicators and examine these metrics in tandem, the likelihood of deploying optimal demand strategies and tactics is far greater. Consider the examples of key impact factors listed in the table on page 53.

If these metrics could be gathered in such a manner as to make decision

making smooth, efficient and effec-tive, imagine the impact. If a revenue team convenes and determines that call volumes and Web visits are down year-over-year, and sets about to identify just how many calls are required at current conversion ratios and lengths of stay to produce the desired room nights, then the market-ing team has specific targets to reach. If competitive research indicates that a hotel’s social media effort is losing share, then marketing and sales can make informed decisions to improve customer engagement.

In another example, if the revenue manager carefully tracks production statistics for each and every package and promotion, marketing can fully evaluate the return on investment (ROI) of that initiative. The key, of course, to all these assessments is the ability to make these decisions based on empirical data not anecdot-al observations. However, at present a revenue team must awkwardly examine multiple systems and data sources to collect, organize and eventually interpret trends.

The Value of IntegrationTechnology professionals have worked endlessly to provide intel-ligent, highly efficient hardware and software to meet the needs of the hospitality industry. Yet hotel operators are often reluctant to invest in new technology. In the same manner that the traditional market-ing, sales and revenue management disciplines must evolve and converge into a single demand continuum, so must operators evolve and accept the reality that big data is here to stay and growing exponentially. And the larger it grows the more discon-nected our systems become.

So there are two distinct areas of responsibility here. The first is for the technology companies to make integration easy and afford-able. Many have done this already

Analytic Strategies

Optimally Managing Demand

Demand Creation(Marketing)

Demand Management(Revenue Mgmt.)

Demand Capture

(Sales)

Optimal Results


Analytic Strategies

with open APIs and open minds. But hoteliers must also have open minds. And the best way for a cost-obsessed industry to measure the value of integration is to start honestly calculating the money being left on the table. Comprehensive data sets that are fully integrated for use by

hotel general managers and revenue teams are the answer to optimizing demand, whatever that demand may be. There is a saying that “what goes up, must come down,” and surely up and down demand cycles are in-evitable. But to answer the question “who must come to the rescue?,” the

answer is a fully collaborative effort from hotel operators and technology professionals, with the emphasis on the operators. If operators have the political and financial will to conduct business in a fully integrated environment, it will happen and they will come to their own rescue

Key PerformaNce INdIcaTorsInternal Performance Metrics• Occupancy, average rate, RevPAR,

and total revenue (to budget, to forecast, to last year)

• Forecast accuracy• Total guest spend per occupied room,

per available room• Call conversion ratios• Forecast accuracy• Total spend by market segment• Up-sell revenue• F&B outlet and catering revenues per

occupied room; covers• Guest capture ratios for golf,

spa activities• Length of stay• Upgrade statistics (number and value

of room nights consumed in room types for which the guest has not paid)

Data Sources: Property management, golf, spa, point of sale, sales/catering and central reservation systems; forecasting tools

Demand Influencers • Economic climate• Airlift• Currency exchange• Air fares• Air passenger arrivals• Weather conditions

(ex. snowfall for ski resorts)• Tourist authority statistics

Data Sources: Government, industry and tourism reports; central banks, airlines, weather services

Leading Indicators• Call volumes• Web visits (total, unique, etc.)• Unconstrained demand forecast• Regrets and denials• Revenue forecast• Booking pace by market segment• Revenue per reservation• Production statistics (packages,

promotions, events, etc.)• Call center abandon ratios

Data Sources: Automated call distribution, property management, global distribution, central reservations, sales and catering, and revenue management systems; Google analytics; guest engagement software

Competitive Environment• Market share• Rate shopping• Comparative offers (packages,

promotions, etc.)• Market share index balance• Peer review scores and rankings• Channel share• Fair-share forecast

Data Sources: Market share reports, rate shopping tools, reputation management software and online travel agency reports

Marketing & Public Relations• Marketing ROIs• PR ROIs• Web referrals• Web conversion ratios• Paid search results• Web engagement ratios• E-mail acquisitions• Results by e-mail initiative• Customer retention• Call tracking by 800 number• Digital display media results

Data Sources: Marketing automation tools and Google Analytics

Social Media• Tripadvisor rating• Value index ratio*• New reviews and ranking• Google+ rating• Facebook likes• Twitter followers and re-tweets• YouTube subscribers and views• Pinterest followersI• Instagram followers• App.com metrics (proprietary apps)

Data Sources: Tripadvisor dashboard and other social media dashboards; app statistics

* Value index = the value score in Tripadvisor reviews expressed as an index against the competitive set — much like a market share index.


TECH TRENDS

Digital outlets provide inexpensive, broad reach; but is it to the detriment of your overall marketing efforts?

Digital Marketing

Lori Fitzgerald is director of marketing and brand management at High Peaks Resort in Lake Placid, N.Y. She can be reached at [email protected]

Digital Content: A Hotel Marketer's Dream?By Lori Fitzgerald Ah, the beauty of the digital

world: So much more reach for your marketing dollar than

traditional media and now your mes-sage is everywhere.

Technology provides marketers with tremendous opportunities. With consumer attention spans shorter than ever and media options and consumption more fragmented than ever, digital content allows us to spread our message to more places, to more people, with more precise targeting and at a lower cost than ever before.

But as with anything else, there is a tradeoff. The new technology has also resulted in a new web of work in order to maintain and monitor content. More importantly, how does today’s marketer insure that their brands are consistently represented in all of the places that they appear? Is brand integrity intact?

Currently there are no tools that allow marketers to seamlessly update and monitor content across all of the multiple digital platforms that are used daily. We must update content we own — web sites, mobile sites, social media and e-marketing. We also need to monitor content that is beyond our control such as partner sites, online travel agents, review sites, etc., where users post content and photos that we might otherwise not choose to use.

Here are a few questions that marketers find themselves wonder-ing on a daily basis.


Digital Marketing

Why can’t our mobile sites update simultaneously with our desktop site updates? Responsive sites have begun to ad-dress that issue, but many of us don’t have the budget to create new sites that keep pace with the available technology every year. So, in the meantime, we will need to update our desktop site and our mobile site independently, doubling our work.

How do you manage all of the online listings? The more sites you list your busi-ness on, the better your SEO and the increased chance of being found by your customers. Great, but how do you track it all? What about sites that scrape content from other sources — how do you know when they do it, how do you manage where they scrape from, who do you ask to update or make changes? Often you are not aware that it’s happened until there is a problem, in which case we are left scrambling to find the source and regain control of the brand message.

TripAdvisor is the market leader for hotel reviews and can’t be ig-nored, but what about the dozens of others? Yes, shares and reviews on Google+ help with search, but if users aren’t there, how much time and effort should be focused here? Do we need to be more vigilant about Yelp? FourSquare? Facebook? What’s the right mix of monitoring and responding? And finally, how does all of this social media activity complement or create redundancy to our own post-departure guest surveys?

How many social media channels should be used? How do we monitor daily posts to those channels? Reputation manage-ment software has made monitoring somewhat simpler, but not all social channels are tracked by a single reputation management solution. Similarly, this software allows post-ing to multiple channels simulta-neously (Facebook and Twitter, primarily), but not necessarily all of the ones you may be active on. The old fashioned Google alert is help-ful, but lags, resulting in delays to posting until well after the fact when immediate responses would be more helpful. Where to focus?

Whew! With all of that said, marketers have to ask themselves, what platforms do I really have to be on and which can I ignore? What are the risks of not claiming your business and thus not concerning yourself with the content on that site? The risk is that someone else will determine your message for you — confusing consumers and poten-tially damaging your brand. But, can you be in all of these places and still be effective?

How far can we reach?The reality is that we need to be in as many places as possible in order to get noticed and ultimately pur-chased. This means that marketers are forced to spend more time and resources tracking and managing content either with outside partners and consultants or by adding to their teams. Time spent managing content is time not spent on other, more strategic issues which may have a long term impact on the direction of our marketing efforts and your brand. So, in the end, the inexpensive nature of digital content is offset by the resources necessary to manage and maintain it. And, this phenomenon will only continue to expand and grow as new channels are created.

The upside to all of this is the increasing ability to directly track results from your digital marketing, allowing you to determine reach and ROI more effectively. This is tremendously helpful as we ask our bosses for ever-expanding budgets to keep pace with the gifts that digital content gives to us. We can dream, anyway.

Time spent managing content is time not spent on other, more strategic issues which may have a long term impact on the direction of our marketing efforts and your brand. So, in the end, the inexpen-sive nature of digital content is offset by the resources necessary to manage and maintain it. And, this phenomenon will only continue to expand and grow as new channels are created.


TECH TRENDS SEO Strategy

Andrew Garberson is the SEO lead at LunaMetrics. His inbound marketing and public relations background includes project management experience in entrepreneurial, nonprofit and agency environments. He can be reached at [email protected].

Four Google Trends that Reveal the Future of SEOBy Andrew Garberson Google introduces a new animal

and everybody panics. It has become the familiar, yet

unfortunate, relationship that many have with search engine optimiza-tion (SEO). When the search leader introduced its new algorithm, Hum-mingbird, in September 2013, there was an industrial sigh from market-ers who spent years optimizing web sites for the old one.

But Google does not wait for search marketers to catch up. The next day Google used its new algorithm to answer about 6 billion questions, roughly a billion more per day than it did two years prior. That undeniable opportunity is why SEO cannot be abandoned — even on the hard days. Instead, it must be embraced, especially by marketers in the hospitality industry.

To shorten that learning curve, and get the HITEC community thinking about where SEO will be tomorrow rather than where it is today, this article identifies several Google trends for 2014 that reveal the future of SEO.

Search Results Yield More InfoMore information in the search results is already one of the big trends of 2014. It was not long ago that a Google search for “Pittsburgh Pirates” would generate a list of 10 baseball web sites. Now we see up-coming games, current rosters, club history and recent articles. It is all right there in the search results with no extra clicks necessary.

Google focuses on local, mobile and social in 2014 — you should, too


SEO Strategy

Expect that trend to continue, and not just with professional sports. Through structured markup initia-tives and incentives, Google has become more adept at understanding the content on a page. It sees topics rather than keywords and brands instead of websites.

Tip for 2014: Use the free tools that Google offers to present more information about your brand, in-cluding Google+ Local and Google Webmaster Tools.

The Evolution of Local Searches Localized search has evolved dra-matically over the past five years. It began with a focus on keywords, presenting different results for “lawn service Des Moines” than for “lawn service Ft. Myers.” The keyword became less important once Google could determine a region with IP ad-dresses. Now, Google Maps can use a GPS location to cull Google Maps listings around the user for hyper-local results.

The familiar challenge is to appear in that localized group of results. In addition to optimizing a Google+ page, there has been a renewed conversation about directo-ries, like Yelp. If you did a search for French restaurants you would notice how well Urbanspoon.com and Yelp.com rank in this query. Smart local marketers are using something called barnacle SEO, in which brands pig-gyback on strong directories to ap-pear higher in the results and occupy a greater share of voice.

Tip for 2014: Use local tools (like Google+ Local) and national direc-tories (like Yelp) to claim extra real estate in the search results.

The Rise of Mobile SearchMobile search has been projected by Google to surpass desktop search this year, reaffirming the value (and blossoming necessity) of mobile-friendly web sites. Expect the grace

that users give non-mobile web sites to dwindle as responsive design be-comes a standard instead of a luxury.

Responsive design is recommend-ed by Google because it allows web sites to react and adapt to any screen size — no more pinching on the tab-let screen to zoom in or out. Respon-sive design also eliminates the guess work for search engines. Instead of sorting through mobile subdirecto-ries (like m.website.com) or separate mobile sites (like mobile-website.com), Google can send all traffic to one destination. Making the process easier and faster for Google and the search leader will promote you, or at least refrain from demoting you.

Tip for 2014: Assess current mobile traffic and design an experience that users and search engines will enjoy.

Social Search Equals PersonalizationSocial search allows greater person-alization because search results can be tailored to the user. The results

that I see are different than yours. For example, I perform a search for “Central African Republic.”

A UNICEF result with the famil-iar blue local appears halfway down the page because I follow the orga-nization’s Google+ page. UNICEF shared an article related to my search query so Google adds it to my search results. Consider the incredible power that offers to the hospitality industry, whether it be for product, service or location search queries.

Tip for 2014: Take advantage of personalized search results by expanding Google+ networks and sharing content.

Know Where Google is HeadedGoogle is not as scary when you un-derstand where it is going and why. These 2014 trends will help you to position your company for search marketing success and avoid panic when Google announces Porcupine, Fox or Chameleon.

Search Results Yield More Information

It was not long ago that a Google search for “Pittsburgh Pirates” would generate a list of 10 baseball web sites. Now we see upcoming games, current rosters, club history and recent articles.


TECH TRENDS

New devices such as tech eyeware and fitness bands create a new avenue for reaching guests

Future Technology

The Internet of Things

Tamara Gaffney is principal analyst for Adobe Digital Index. Follow her @Tamarag and @AdobeIndex.

By Tamara Gaffney If you haven’t heard of the “inter-net of things” yet, you’re about to get another shock. Keeping up

with technology has hotel industry executives frazzled already. It’s about to become exponentially more complicated as Bluetooth, Apple iBeacons, wearable tech and hundreds of millions of smartphones collide in what I believe will be the next big supernova to impact this industry. As usual, with any digital disruption there will be winners and losers, and those businesses that adapt most readily will pull away from the pack. The Internet of Things, which seems so nascent right now, will transform business models and provide entirely new categories of businesses within five years. Hotel industry strategists and marketers will be well served by examining and discussing the future impact to their businesses, in order to avoid the flat footed response that many had to with mobile and social shifts.

Fitness bands will become the “cookie” of the offline world.According to USA Today, sales of wearable devices are up nearly 2,000 percent, largely driven by the fitness category. With just a quick glance around the Salt Lake City Airport boarding gate B3 this morning I found five FitBit™ fitness bands wrapped around the wrist of business travelers and they were all headed for one of your hotels. Perhaps you


Future Technology

think that this is a little niche product with a narrow use case, so it really won’t alter your marketing plans right? Wrong.

First consider how the rapid adop-tion of the fitness band demonstrates how quickly these sensor devices came out of nowhere to achieve mass adoption. Second, don’t think of them as a fitness device. They are actually digital sensors that interact with a mobile application and data connection.

With a little imagination entre-preneurs will develop a method to use this class of device to identify an individual by interrogating its unique “code.” Once attached to your mo-bile app and voluntarily authenticat-ing, a traveler will eventually interact with sensors inside airports, hotels and within rental cars themselves.

Why not just interact with the mobile device? Because the fitness band is personal, always on, always worn and never dropped into the deep recesses of a laptop bag. Sen-sor devices will enable the hotel in-dustry to essentially recognize and personalize on-location services. Consider the impact of your new ability to develop even greater cus-tomer data, blend online and offline behavioral patterns, and then use that information to optimize product experiences and generate marketing opportunities.

Digital eyewear will provide an unparalleled view with virtual reality.So far, the pricey and dorky looking Google Glass eyewear is nowhere near as commonplace as the fitness band. In spite of the lack of conspicu-ous consumption, Google Glass visits to web sites have grown eight times in the past five months alone, making it the fastest growing new device to access the Web. At this stage Google Glass is most readily used to con-sume digital video, with sports video viewing the most common use.

Since it has less than one percent penetration and only three percent of web visits to travel sites, Google glass is not even a blip on your hotel marketing team’s radar screen. So you’ll probably wait to deal with it until later. You still haven’t even cracked the code on mobile de-vices yet, right? Well fair warning, eyewear tech is just one evolution-ary step and a major price drop away from mass adoption. You will be scrambling if you haven’t even thought about how you could alter your hotels to incorporate digital eyewear.

The hotel of the future is vastly more personal.Travel mobile applications are already leading the pack in terms of total minutes of use. Hotel applica-tions will be even more engaging once they interact with on-location sensors. Consider a future where your hotel’s mobile application senses a fitness band or digital eyewear and asks the traveler if they want to register it. Once you build geo-fencing into the application, it will know when that traveler arrives at the destination. You will project a message containing their room number onto their device and ask them if they’d like to e-check in (or better yet, let them set their prefer-ences to always e-check in). Then send your entry system their fitness band identification number, which will allow them to wave their wrist over the lock for entry.

Once they are in their room, they will receive a message to their eye-

wear asking if they would like room service, concierge services, to see a hotel map or what time they’d like to receive their pre-selected breakfast. You will offer the traveler the ability to scan their room in virtual mode and point out features contained in the room (like where the hair dryer or ironing board is located). But you won’t stop at the room itself. You will enable VR mode within the fit-ness center, and restaurants and bars, and in the gift shops and lobbies. You will arm your concierge and front desk stations to read the fitness band id and provide the customer’s name to the attendant along with their preset preferences so they can greet your customer with a name and know their loyalty status level.

Will the Internet of Things be too much to handle?Are you rolling your eyes thinking this sounds way too expensive and complicated to become a reality at your hotel? Yes it does involve a complex and integrated technology platform, but actually the expense and complication is a barrier to entry for your competitors as well. There will be a significant first mover ad-vantage for the hotels that are plan-ning for this now. The investment and technological complexity will give larger chains an advantage over independent hotels, but entrepre-neurs will rise up to support the in-dependents and many new business-es will fill the gap. Forward-thinking industry executives will embrace these trends and take advantage of them. Go forth and conquer.

Are you rolling your eyes thinking this sounds way too expensive and complicated to become a reality at your hotel? Yes it does involve a complex and integrated technology platform, but actually the expense and complication is a barrier to entry for your competitors as well. There will be a significant first mover advantage for the hotels that are planning for this now.

2015 hftp executive vendor advisory council meeting

Documents

program hitec

making hitec

hitec bag

council lunch

entire council

exhibits discussion

hitec special report

fellow council members