CHTP REVIEW

HFTPToday’s Session Structure

Four-Hour Review

Designed for Exam Review

Sectioned Same as Exam

Breaks when needed

HFTP

What To Expect

Multiple Choice and True/False

4 Sections

250 – Choose most correct answer

70% Passing grade in each section

HFTP

Review Topics General Technology:    

Network Administration    Emerging Technologies    Telecom    System Architecture 

Targeted Technology:     Facilities    Club Applications    Resort / Spa    Marketing / Web

Applications

Hotel Technology:    Accounting / Payroll / HR    Food and Beverage    Lodging Applications 

   Managing

Technology:    Time and Attendance

Systems General Management    System Strategies    System Analysis and

Selection

HFTP

General TechnologySection One

HFTP

Network Operating Systems

A combination of programs, gives some computers and peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

HFTP

Network Operating Systems

NT

Server 2003

Novell

Linux

UNIX (HP-UX/AIX)

HFTP

The O/S Kernel

File Management

Memory Management

Peripheral Control

Network Communication

HFTP

Connectivity Provides communications across a defined

network. Advantages

Data Sharing Application Sharing Device Sharing Communications (packets)

Local Area Network (LAN) Wide Area Network (WAN) Metropolitan Area Network (MAN)

Network Design

HFTPNetwork Architecture

Definition: The technique used by a NIC/LAN adapter to control access to a cable and cable connectors.

HFTPNetwork Architecture

Two Types: Peer to Peer: client-based Client Server: server based

Have a higher startup cost than peer to peer networks; provide good control, backup, and management of critical data; offers security, data management, fast response and room for expansion, but DOES NOT need all the software installed on the server.

HFTPLAN

Definition: A configuration of workstations that enables users in the same office to share data, programs, and output devices (such as printers).

Cable Connections: Fiber, Twisted Pair, Coax, and Twinax

Fiber Optics is used for the fastest possible throughput at very long cable lengths

Twinax is not the recommended line for moving large data or video files.

Connection type and speed: 10Mbps, 100Mbps, 1000Mbps (Gigabyte)

HFTPWAN

Definition: Multiple connection of computer networks, from building to building, city to city, state to state, and country to country utilizing DSU/CSU router.

• CSU/DSU: Channel Services unit/ Data Services unit. Is used to connect computers, video equipment, and multiplexors to digital phone lines.

HFTP

WAN Connections type and speed:

ISDN (128Kbs) offers the lowest overall circuit cost type

of service for connection of remote network sites to a central location.

T1 (1.5Mbps) and T3 (up to 45Mbps) The standard speed is NOT 100Mbps.

NOT Associated Technologies NIC’s, Repeaters, Hubs & Apple Talk

HFTPNetwork Security

Network Login and Passwords Promptly change your password on

initial login for proper security procedures for user-level passwords

Single Sign-on Components of a single sign-on

system include authentication and a directory service.

HFTPNetwork Security

PGP - Pretty Good Privacy Software that implements public key

cryptology that requires a key pair of both a public key and a private key

SSL – Secure Socket Layer Is built upon Public key encryption,

Digital Signature, and Digital Certificates, but NOT Single Key system using substitution encryption.

To defeat SSL and PGP you would utilize Cryptanalysis, Reverse engineer of the implementation, and Pass phrase attack, but NOT insider security information.

HFTPNetwork Security

SNMP – Simple Network Management Protocol

an application layer protocol that facilitates the exchange of management information between network devices.

Network File Access controls security rights for users files

Biometric Technology Is capable of enhancing physical

security such as guest and employee entry.

HFTP

FirewallsSoftware and hardware that filters and

secures your private network, allowing only

authorized access and transmissions of

your internal data.

HFTP

Malicious computer programs: Virus

Unauthorized set of programmed code that attaches itself to other programs.

Worm Independent programs that may replicate

itself throughout the network. Trojan Horse

Masquerades as a legitimate program but has malicious software inside

Are computer bugs a virus??

Computer Viruses

HFTPTCP/IP

TCP/IP – Transmission Control Protocol/Internet Protocol Is NOT a telecommunication communications protocol.

TCP Packets: Are numbered so they can be reassembled in the correct

sequence at the destination. Are transmitted over the network as capacity becomes

available. Forwarded across the network separately and do not

necessarily follow the same route. Do not contain destination addresses only. Header information includes

Total length of the packet, destination IP address, Source IP address, and Error checking information. DOES NOT include sender’s login information.

HFTPTCP/IP

Packet Switching Checking for valid packets, destination

address, best route, assembling packets in order, but NOT for data compression.

Static verses Dynamic Addresses DHCP: Dynamic Host Configuration Protocol is

used to assign dynamic IP addresses on an as-requested basis.

3 Classes of IP Addresses

HFTPIP Address Classes

Class A ###. xxx .xxx . xxx (ex. 26.x.x.x)

(1-126).(1-254).(1-254).(1-254)

Class B ### .###.xxx .xxx (ex. 172.16.x.x)

(128-191).(1-254).(1-254).(1-254)

Class C ### .###.###.xxx (ex. 192.168.1.x)

(192-223).(1-254).(1-254).(1-254)

HFTPParallel Transmission

Multiple channels to transmit several bits of data at a time

Timed pulses sent on other wires within the same cable to coordinate the flow of data

Parallel ports, parallel cable, user configuration of controller

Over short distances -LAN

HFTPSerial Transmission

Single channel to transmit bit by bit

Bits travel as a sequence over a single wire with start and stop bits to coordinate data flow

Serial cable, serial ports, user configuration of controller

Long distances - telephone transmission

HFTPModems

Converts on and off digital pulses of computer data into on-and-off analog tones that can be transmitted over a normal telephone circuit.

Uses:

Allow computers to communicate over distances

E-mail, internet, bulletin boards

Polling, file transfer, system support

HFTP

Today’s Technologies Smart Cards XML Bluetooth VPN VoIP HSIA ASP

HFTP

Smart Cards

Embedded micro chips that store personal information, allow credit and commerce transactions, access to room and other information.

HFTP

XML – eXtended Markup LanguageLanguage that is not

constrained to a fixed format and allows trading partners to create their own data tags for information exchange, has become the standard for all markup language, provides data in a format that is easily exchanged & non-proprietary.

HFTPXML ExampleGuest Reservation<?xml version="1.0" ?>       <Reservation GuestName="Mr. Jim Smith">           <GuestAddress>            <GuestStreet>123 Peachtree St.</GuestStreet>             <GuestCity>Atlanta</GuestCity>             <GuestState>GA</GuestState>            <GuestZip>30030</GuestZip>            <HomePhone>(404) 577-1234</HomePhone>      </GuestAddress>                 <Payment Method="Credit Card">           <CardType>Visa</CardType>            <CardNumber>4999 1234 5678 8901</CardNumber>              <ExpDate>2006-05-31</ExpDate>     </Payment>      <ReservationId>1654739</ReservationId>     <Property>NoTel Motel</Property>         <ReservationMade>2004-05-28T10:23:44</ReservationMade>     <CheckinDate>2005-21-06</CheckinDate>     <CheckoutDate>2005-24-06</CheckoutDate>     <NumOfNights>3</NumOfNights>     <BedType>King Size</BedType>     <Smoking>Non Smoking</Smoking>     <PillowType>Polyester Fill</PillowType>         <SpecialRequest>Godiva Dark Chocolate</SpecialRequest>     </Reservation>

HFTP

Bluetooth Distance Limitations

30 feet (10 meters) New Technology Communications

between any electrically powered device or appliance

HFTP

VPN – Virtual Private Network

Allow for secure connections that “tunnel” through the Internet to connect 2 private LAN’s or Computers, which reduces costs overall.

HFTP

VoIP – Voice over Internet Protocol

Set of facilities used to manage the delivery of voice information over the Internet. VoIP involves sending voice information in digital form in discrete packets rather than by using the traditional circuit-committed protocols of the public switched telephone network

HFTP

HSIA – High Speed Internet Access Acceptable methods for providing

HSIA service to guest rooms: Wireless proximity Telephone network Electrical wiring system Cable system

HFTP

Bandwidth

DSL ISDN Frame-relay T-1 T-3: OC-3/DS-3

HFTP

ASP – Application Service Provider

Is the server model in which hardware is housed and maintained off-site, yet users can access the application and data via a web-based Internet connection.

HFTPTelephone Switches

Trunking Trunk lines are defined as a

telecommunications line between 2 switching systems.

Incoming call routing Uses caller ID Automatic Number Identification

(ANI) information to retrieve customer records from a database and send the records and call to a specific call center operator.

DeMarc The point where responsibility for telecom

services into a building transfers from the carrier to the end user organization.

HFTPTelephone Switches

Voice over IP Place voice and fax calls over internet

connections. Does not provide HSIA or In-room internet connectivity, hotel operators to receive free telephone services.

Automated Call Distributor (ACD) Useful for Reservations, PBX and Room

Service departments. ACDs would not be used to automatically

generate Express Checkout reports. Automatic check out is not a function of

a PBX system.

HFTP

Guest Room Telephones Features that may be included

Data port sets 2 line capability ADA hearing impaired feature

handset Hands free speaker phone capability One button dialing and redialing

HFTP

Database Management Software Allow users to catalog and store

information for future use Collection of related facts and figures

designed to serve a specific purpose Possible Uses:

Preparing mailing lists for marketing and promotional activities.

Help managers sort through personnel records to identify performance review dates for employees that correspond to the dates on which they were hired

HFTP

Database Structures

Files organized in ways that facilitate searching for data, updating data, and generating accurate, timely and useful reports for management.

HFTPFiles, Records, and Fields

Files “THE” Database i.e... Inventory, purchases, suppliers

Records individual information contains “key” field

Fields identified by type of info. Text, Calculated, Logical, Date, etc.

HFTPDatabase Structures

Hierarchical Resembles that of the root of a tree

Arranges Files, Records, and Fields Master Records and Subordinate Records Data inherit attributes, or rights, from it’s parent

Relational Tables are related to each other through key field

Tabular Structure Data appears only once and not replicated multiple times

Flat One Large Table (Flat File) Files are stand-alone collections of data.

HFTPData Management Concepts

Data Warehouse Collection of data from different sources Provides input for decision making The repository of all data Data is received and stored following specific validation

rules

Data Mart Separate database designed for specific group of users

(e.g. marketing, group sales, etc.) Data is extracted from Data Warehouse to

protect its integrity

Data Mining Statistical and rule-based reasoning to find

patterns in data (e.g. forecasting occupancy) Should be performed against the Data Mart

HFTPOther Terms

File Server - Computer that controls the flow of information along a network and stores files created by application programs, has large storage hard drive with space to share, and provides the capability to simultaneously access the same file.

Application server - Enables several users to offload specialized tasks onto a shared computer.

Secondary storage devices - Refers to Hard drives, CD-RW, DVD-RW, Zip Disks, Removable storage devices, but NOT RAM.

High Availability - Options include Multi-processors, disk arrays, redundant power supplies, but NOT Spare Memory Modules.

HFTP

Hotel TechnologySection Two

HFTPCentral Reservation Systems

Affiliate Systems System that services an entire chain All properties are contractually

related

Non-Affiliate Systems Contracted to individual properties Subscription based service Apply to independent hotel properties Have some type of charge or cost

Interfaces One-Way verses Two-Way

HFTP

Global Reservation Systems (GDS)

International joint ventures of diverse companies

Direct linking of: hotels, airlines, car rental companies, and travel agencies using the internet or other private computer networks

HFTPRevenue and Yield Management Systems

Revenue Management Program helps hotel managers determine

whether a reservation request should be accepted or rejected in order to maximize revenue for a specific period of time.

Takes advantage of rate hurdles

Yield Management The ratio of actual revenue to potential

revenue. Room rates should be higher when demand

exceeds supply. Oversell Guidelines maximize revenue

potential by selling all available rooms.

HFTPProperty Management System (PMS)

The computer-based lodging information system that helps track guests and their special request or inquires.

HFTPPMS Front Office Applications

Reservations Module Used to process room requests. Most helpful in forecasting occupancy

Revenue Management Module Maintains the room and package rates

Rooms Management Module Maintains current room status information.

Guest Accounting Module Maintains the guest charges and

payments

HFTPProperty Level

Reservations Module An integrated module of the PMS Reduces paperwork, redundancy,

clerical Interface point to CRS Quick access to reservation

information

HFTP

Rooms Management Module Strengthen communications

between Front Office and Housekeeping

Current room status information Room assignment and check-in In-house guest information Organize Housekeeping activities Management reporting

HFTP

Guest Accounting Module Enables posting directly to guest and

non-guest accounts Enables management control over

financial aspects of the guest cycle Eliminates the need for guest folio

cards and posting machines Monitors credit and sets the folio at a

no-post status when charges approach the house limit

HFTP

The Audit Trail

Cross references from: source document serial number work-shifts cashiers POS terminals departmental accounts

HFTP

Credit Card Processing

Interface to Systems Reduces Cost Insures Accuracy Non-repudiation

a solution that offers protection against disputed charges to the merchant.

HFTP

Integration v. Interfacing Integrated Systems: A systems

which contains a number of subsets that perform separate tasks yet operate within the same structure.

Interfaced Systems: More than one system that are linked together through the use of hardware and software in order to provide communication between separate programs.

HFTPPMS Interfaces

Point-of-Sale Call accounting systems Electronic locking systems Energy management systems Auxiliary guest services Guest-operated devices

HFTPCall Accounting System (CAS)

Designed to place and price outgoing calls, and post telephone charges to guest accounts. Not a guest’s credit card

Interfaces to PMS and Telephone Switch Automatic ID of outward dialing (AIOD)

immediately identifies the extension from which a call is placed

Least cost routing Directs calls over the least-cost available line, regardless

of carrier. When this line is busy, the device prompts the system to

use the next least expensive line.

HFTPCall Accounting System (CAS)

Performs the following functions call placement call distribution call routing call rating call recording

Preferred Features Separate guest calls from admin calls Long-duration calls can be priced at flat rate Area codes can be updated by hotel management

Reasons for reduced telecom revenue Increased use of Email Calling Cards/Pre-Paid Cards Growing cell phone usage High mark-ups on long distance phone calls

HFTP

Accounting Modules / Systems

Accounts Receivable Accounts Payable Payroll Accounting Inventory Accounting Purchasing Financial Reporting

HFTP

Accounts Receivable Module

Maintains account balances Processes billings Monitors collection activities Generates aging of A/R reports Audit reporting on all A/R

transactions

HFTP A/R Ledgers

Guest Ledger Lists all accounts for in-house guests

City Ledger Lists all accounts receivable balances

of guest who have checked out guest folio balances non-guest accounts bill-to accounts credit card billings group accounts

Advance Deposit Ledger

HFTP

Accounts Payable Module Contains Vendor Master File Posts vendor invoices Monitors payment discount periods Determines amounts due Cuts checks for payment Check reconciliation Management reporting

HFTP

Other Accounting Topics

Payment Terms 2/10 Net 30 Days

Blind Drops Basic Posting Formula in

Audit Process

Previous Balance + Debits – Credits = Net

Outstanding Value

HFTP

Payroll Module Employee master file Gross and net pay for salaried and

hourly employees Cuts paychecks Payroll and tax registers and

reports Labor and cost reporting for

management

HFTP

Inventory Module

Inventory Master File Inventory Status Inventory Valuation

HFTPInventory Valuation

FIFO (First in First Out - Latest)

LIFO (Last in First Out - Earliest)

LIPO (Surgical Removal of Subcutaneous Fat)

Actual cost Weighted average

HFTP

Purchasing Module

Purchase Order File par levels

lead time quantity reorder point

Telecommunication of P/O’s

Bid Specification File

HFTP

Financial Reporting Module

Chart of Accounts Trial Balance File Financial Statements

Balance Sheet Income Statement Statement of Cash Flows

Ratio Analysis

HFTP

Auto-Coursing - time dependent circle of service

Forced Modifiers - automatic prompts for order details

Menu Engineering - profitability and sales analysis

Prechecking - authorization for production/service

Postchecking - check totaling for print/settlement

Reports - server, day part, shift, terminal, outlet

Server Banking - reconciliation by server, not cashier

Hand Held – remote input device

POS Terminology

HFTPFood and Beverage

Management Applications Process data related to back-of-the-

house food service activities Common management applications

Recipe Management Sales Analysis Menu Management,

Engineering and Costing

HFTP

The Menu Engineering Grid

Contribution Margin $

Puzzle Star

Dog Plowhorse

$ $ $

70%Menu Mix %

HFTP

F&B Cost Control Standard Recipe

Benefits Net

Weight/Volume Standard Portion

Cost #60 Scoop

HFTP

Sales, Marketing and Web Technologies

HFTPEvent Management Systems

Sales / Catering Software Proposal / Contract

Maintains client requests, room nights, menu items, and records all equipment and space commitments.

Banquet Event Orders (BEO) Serves as a final contract for client and

generates work assignments for the Catering staff.

Ingredient File Contains items like tables, chairs,

china, flatware, tents and entertainment.

HFTP

CRM - Customer Relationship Management

Enables organizations to know their customers on an on-going basis and not just for the life of that transaction, that meal or that guest stay.

Will track the history and status of every customer interaction and help workers to give personalized service.

HFTP

CRM - Customer Relationship Management

Implementation Includes: Customer Data and Analysis Technology and Staff Strategies and goals

Considerations should NOT include: Thanking regular customers for their

loyalty Surveying customer needs

HFTP

Marketing Techniques

One to One

Broadcast (Mass)

Permission

HFTPWeb Based Marketing

Cookies / Tokens Client-side tracking so customer

does not have to identify themselves again

Unique Visits / Hits Server-side tracking by using log

files to identify the customer

Banner Advertising Is a cost per action

Conversion The moment a customer buys

HFTP

E commerce b2b (business to business)

Most sophisticated type of internet transaction Requires the highest level of trust between the parties

b2c (business to customer) Customers should get same benefits at the store / location as

on the Internet Discounted prices on the web site versus voice is not a

consistent B2C ecommerce model

b2e (business to employee) Employee portal that allows access to human resource

information such as job postings, work schedules and work policies

Secure Electronic Transaction (SET) More secure than SSL Non biased authentication A single trusted international source

HFTP

Web Terminology World Wide Web (www) consists of

three components HTTP – Hypertext Transfer Protocol HTML – Hypertext Markup Language URL – Uniform Resource Locator

Domain Name System (DNS) An internet service that converts internet

names and resolves them into Internet Protocol (IP) addresses.

HFTP

Targeted TechnologySection Three

Facilities

Clubs

Resort/SPA

Emerging Technologies

HFTPElectronic Locking Systems

Hard-Wired System Codes the key and changes the

door at time the key is first made at the front desk.

Micro-Fitted System Depends upon a pre-coded

microprocessor in each lockset at the guest room door and front desk encoder.

HFTPElectronic Locking Systems

Features Unique keys (instantly changes) Audit trail capability Key code expiration Automated dead-bolt with “Do Not

Disturb” Key must be removed for door to open to

protect from possibility of keycard theft Control access to virtually every area of

the hotel, including exterior doors, storage areas, admin areas, meeting rooms and guestrooms

HFTPElectronic Locking Systems

Features Enhanced guest security by

monitoring the status of every guestroom door opening, even when entry is achieved without the guest’s issued key

Review the audit trail to determine which assigned keys gained entry to a guest room.

HFTPEnergy Management Systems (EMS)

Guest Control Enable guest to have full and complete control of

room temperature when physically present in the room.

Demand Control Turns off units for varying periods of time without

affecting environment or comfort conditions. Maintains pre-determined energy usage levels.

Duty Cycling Turns off equipment on a sequential basis for a

given period of time each hour also without affecting environment or comfort conditions

HFTPEnergy Management Systems (EMS)

Room Occupancy Sensors Infrared or ultrasonic waves used to

register the physical occupancy of a room

When the guest leaves, sensors react, and following a short delay, lights, and HVAC are reset to default settings.

PMS Interface Provides energy control opportunities

to minimized energy usage in direct relation to anticipated occupancy levels.

HFTP

MEMBERSHIPTRACKING

PAYROLL/PERSONNEL

GENERALLEDGER ACCTG

POINT-of-SALECONTROL

FIXED ASSETACCOUNTINGINVENTORYCONTROL

EVENT MANAGEMENT

HOTELOPERATIONS

Club Systems

HFTPClub Systems

Primary Objectives for Implementing a POS System in a Club Environment Increases internal controls Improves member services Enhances staff productivity NOT to reduce staff

When planning to computerize a club’s information systems, they should identify the application software first.

HFTPSPA Systems

Spa Reservation Systems 3 components

A provider/associate A facility/room The equipment needed

Allows automatic assignment of available time slots to multiple guest, all arriving during similar blocks of time, with various services being selected.

HFTPSPA Systems

Spa Reservation Systems Utilize criteria for treatment rooms

and service specialists, instead of just rooms and available space requirements.

Priority and Percentage Load methods are used to allocate spa resources when making an appointment for a treatment.

HFTPSPA Systems

Interfaces: Property Managements System(s) Point of Sale System Internet Reservations

Retail Inventory Point of Sale Gift/Debit Card System

HFTPGolf Tee Time Systems

Usage Book rounds weeks in advance Match individual players to create 4-somes

(yield manage) Block individual holes for planned

maintenance Manage play on multiple courses

Ways To Book Reservations In Person Via Lottery Internet Email

HFTPGolf Tee Time Systems

Golf Operations Terminology Shotgun Aeration Handicap

HFTPClub Websites

Typical divided into 3 sections Member Partition Staff Partition Guest Partition

Desired synchronization features Member roster synchronization Member online account review

HFTPClub Websites

Member Accounting on the Web most commonly shared via a zipped file

generated from the accounting system and sent to the website nightly

Real-time data access methods, such as XML (eXtended Markup Language) or OLTP (OnLine Transaction Processing), is not widely used in today’s Club applications

Reasons For Failure Content under-appreciated Site is under-promoted Site is under-funded Site is under-appreciated

HFTPRFID

Definition – Radio Frequency Identification A technology used to transmit data by

a mobile device and read by a reader that is not connected via a wired connection

HFTPRFID

Types of Tags Passive

Have no internal power supply Incoming radio signal provides just enough power

for the CMOS integrated circuit in the tag to power up and send a response

Practical ranges of 10cm up to a few meters Active

Have their own internal power source used to power integrated circuits and broadcast the signal to the reader

Usually more reliable making them more effective in harsh environments

Practical range of 100 meters Battery life up to 10 years

HFTPRFID

Privacy Concerns Purchaser of an item may not be

aware of the existence of the RFID device

Myths related to RFID Privacy include Easy to intercept the RFID signal and steal

the individual’s identity Since many tags contain similar data

elements, it is easy to confuse one’s identity with another

Tags can easily be removed and attached to other items or people

HFTP

Uses of RFID in Hospitality Cashless RFID Systems Asset Management Waterparks Lost Children Resort Tasks Casino Operations

Gaming chips are now embedded with RFID devices to track where users go and precisely how many gaming chips are used

HFTPUniversal Serial Bus (USB)

A widely used hardware interface for attaching peripheral devices. Up to 127 peripheral devices can be attached to the

bus

History Began to appear on PCs in 1997 Windows 98 was first version of the Windows

operating system to support USB natively

Types of Connections A – Upstream B – Downstream Mini A & Mini B

Used on small portable devices such as PDAs, music players, digital cameras and cell phones

HFTPCell Coverage In The Hotel

Operational Benefits Staff members can communicate with one device

and not require cell phones, PDAs and pagers Staff can be contacted easily when away from the

property Staff can respond to issues in real-time

Concrete and Steel Cell Phone Amplification

It’s expensive Can be directly tied to guest satisfaction and Guest

recovery strategies In-building solutions do not affect external coverage

areas

HFTPEvolving US TV Regulations

Stations Convert to Digital Format US Markets must convert by 2/17/2009 Most provide digital today Analog signals must be turned back to

the government for first responder use Point of Encryption

Digital movie producers require their signals to be encrypted

All the way to the display unit!!!

HFTPEvolving US TV Regulations

All TVs Sold After March 01, 2007 Must be HDTV Ready HDTV ready does not mean it includes a

ATSC tuner

ATSC – Advanced Television Standards Committee Created voluntary standards for TV sets

which were adopted by the FCC in 1996 Addresses aspect ratios, resolution and

frame rates and includes how the sound and video are encoded and transmitted

HFTP

Managing TechnologySection Four

HR / Time and Attendance

General Management

System Strategies

System Analysis and Selection

HFTP

HRIS Systems

Personnel & Benefits Administration

Business Expense Tracking Vacation days earned I-9 Information Family Medical Leave Act

(FMLA) Tracking Organizational Information

HFTP

HR ConceptsPersonnel & Benefits

Administration Equal Employment Opportunity

(EEO) Provides opportunities for employees

and applicants without regard to Race, Religion, Pregnancy, Veteran Status

Bereavement Leave employee benefit used to grant excused

time away from the workplace to attend a funeral

HFTPHR Concepts

Personnel & Benefits Administration Computer Usage & Security Policy

Should be in place and understood by ALL to safeguard both the company and the employee

Family Medical Leave Act (FMLA) A federal law that allows an individual up to 12

weeks leave based on medical necessity for self, child, spouse or parents

Employers with 50 or more employees

E-Mail & Internet Usage Policy All Electronic mail messages are the property of

the company

HFTP

General Management Executive Information Systems (EIS)

Provide an overview and report statistics on Rooms, Payroll and Financial Data within your property

Lifting never twist at the waist rather than using

your feet to change direction Slide load as close to your body as you

can Get help if too heavy or bulky Raise yourself using leg and hip muscles Slightly bend your knees

HFTP

General Management Human Resources

As a Technology manager, your first priority is to ensure the safety and security of your employees in the workplace

Fire and Safety Upon detecting a fire

Call 911 Remove yourself and others from harm’s

way Notify your leaders Print an in-house guest list by room

number (for EMS services to use)

HFTP

Asset Management

Manage total cost of ownership (TCO) and life cycle

Mandate employees use company owned equipment

Track location of assets

HFTP

Cost of Ownership

Software Costs

Help Desk / Support Functions

Training

HFTP

Networks / Security Peer to Peer / Client Server

Peer to Peer share equally the processing

Multiprocessors Security Controls

The IT security plan should be designed and implemented by the systems manager not the security department, GM, or risk manager

Disaster Plan Should include prevention, evacuation

and recovery

HFTPSystem Decision Factors

Application Functionality System Reliability Vendor Service/Support System Performance Ease of Operation Vendor Reputation /

References Communications Capabilities Software Flexibility Price/Total System Cost

HFTP

1. Put together a “Systems Team”

People from different areas of the operation

Everyone has the potentialto provide important input

Include representatives from management, kitchen operations, service, and accounting

HFTP

2. Analyze Current Information Needs Create a profile of your operation

outlines the needs of the operation for the vendors

Meeting users needs is critical when purchasing a new computer system

Put together a “wish list” Include absolutely necessary

and “nice to have” Attributes will become the

“frame of reference”

HFTP

3. Collect Sales Information

Contact system vendors Request sales information Obtain vendor information from

local, or national organizations or publications

Visit trade shows like…

HFTP

4. Establish System Requirements Use the list of attributes from step

2 Add the optimum configuration

For example in a restaurant How many terminals and printers will be

necessary What types of terminals (touch screen,

keyboard interface, etc.) What type of network you would like to

implement

HFTP

5. Write an RFP Request for Proposals Create a Property Profile Describe the selection process

and its parameters List your system requirements

Don’t allow vendors to use their own bid format

Obtain Vendor Information Request Program Documentation List System and Service Costs

Request estimation of hidden, indirect, direct but not opportunity costs

HFTPRequest for Proposals

Whose systems meet your needs?

RFP’s should include: Property/Company Materials (describe your

business) Bidding Requirements Computer Application Requirements Should NOT include financial statements

HFTP

6. Evaluate Vendor Responses Establish criteria and a scoring

system Have each member of the project

team evaluate each proposal Combine the results and narrow

the field to 2 or 3 vendors Respond to all vendors relaying

their status in the selection process following the results of the evaluation of vendor responses

HFTP

7. Visit “Live” Sites Schedule a site visit to one or more

sites that are using the system in question.

Take along a list of questions to ask the operator regarding the system and the vendor’s performance.

It is hard to forget a bad experience, or stop talking about a good one.

HFTP8. Conduct Scripted Demonstrations

Allows you to see exactly what you want rather than what the sales person wants you to see. Prevents unfocused demonstrations of neat system

tricks Provide the vendor with your menu, or a

sample of your menu. Construct a series of transactions that you

would like to see, highlighting those transactions that are frequent and particular to your operation.

Maintain control of the demo

HFTP

Support Does software support include

upgrades? If not, what is the charge?

What are the hours of the support help-line (nights and weekends)?

How is support time billed? How are fractions of hours billed?

Is there an additional charge for support that requires a site visit? What is the charge?

HFTP

Installation Factors Training Site Preparation Design of

Printed Materials

Initial entry of database elements

System Conversion

Documentation Contingency

Planning Vendor Support Acceptance

Testing

HFTP

Definitions Strategic Planning

following levels of decision-making, supported by a management information system, involves future-oriented goals and objectives of an organization

Operator’s Guide computer system documentation serves as

training material oriented toward specific application procedures

HFTP

Definitions System Conversion

Process of switching from the current information to the capabilities of a newly purchased computerized system

Contingency Planning Plans which are developed for possible

operations where the planning factors (eg scope, forces, destination, risks, area of responsibility etc) have been identified or can be assumed.

is NOT one of the Fundamental areas of acceptance testing of a new computer system

HFTP

Keys to a Successful Purchase Organize, Organize, Organize Avoid being rushed Maintain control of the process Never pay until product is ACCEPTED

Acceptance testing includes – system integrity, hardware and software efficiency but NOT contingency planning

HFTP

Questions

HFTP

Review Materials

CHTP Study Guide Volumes I & II

How Networks Work

The Essential Guide to Internet Business Technology

HFTP

Good Luck!