in t he hospitality industry take a byte: technology · technology plays an important role in the...

Presentation Notes Take a Byte: Technology in the Hospitality Industry

Take a Byte: Technology in the Hospitality Industry

Copyright © Texas Education Agency, 2015. All rights reserved.

Pag

e1

Slide 1





Pag

e2

Slide 2

COPYRIGHTCopyright © Texas Education Agency, 2015. These Materials are copyrighted © and trademarked ™ as the property of the Texas

Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following

conditions:

1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials

and Related Materials for the districts’ and schools’ educational use without obtaining permission from TEA.

2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal

use only, without obtaining written permission of TEA.

3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way.

4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable

charge to cover only the cost of reproduction and distribution may be charged.

Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers, or Texas

charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST

obtain written approval from TEA and will be required to enter into a license agreement that may involve the payment of a

licensing fee or a royalty.

For information contact: Office of Copyrights, Trademarks, License Agreements, and Royalties, Texas Education Agency, 1701 N.

Congress Ave., Austin, TX 78701-1494; phone 512-463-7004; email: [email protected].

2Copyright © Texas Education Agency, 2015. All rights reserved..




Pag

e3

Slide 3

Why integrate technology?

Copyright © Texas Education Agency, 2015. All rights reserved..3

Technology eases the process of the stay and customizes the experience for guests. “Technology is our friend,” or so the saying goes. Technology has entered almost every aspect of our lives, the hospitality industry is no exception. Technology in the hospitality industry is intended to ease the process of the guests’ stay. It also can allow for a customized guest experience.




Pag

e4

Slide 4

Mobile Technology


More and more hotels are invested millions of dollars to offer mobile services to guests. Technology plays an important role in the hospitality and tourism industry. Both customers and businesses can benefit from advances in communication, reservations and guest services systems. Technology allows continuous communication and streamlines the guest experience, from reservation to checkout.




Pag

e5

Slide 5

Besides furniture, guest amenities and personnel, hotel owners have to make a substantial investment in a hotel property management system (PMS) to manage the hotel’s operations. Considered the “heart” of the hotel, the PMS enables all other hotel systems to work together, handling the guest room check in as well as consolidating all group charges. Property management systems are usually networked and track all information that applied to tracking systems, making them available to all computers on the hotel’s network. Both the housekeeping and the front office department (and all of its departments in a larger hotel) can access the same PMS to track needed information. The PMS can manage or view:

• Banquet

• Check out process

• Electronic key systems

• Guest check in

• Guest feedback

• Guest Laundry

• Group check in

• House Keeping

• Inventory view

• Maintenance work order

• Purchasing

• Receiving

• Reports

• Room layout

• Stay view

• Summary view




Pag

e6

Slide 6

Cloud Computing


How can hotels can benefit from cloud computing? • Cloud computing is more cost effective. Smaller hotels are able to pay as they need the

services. This is sound business practice in good and in bad times. • Smaller hotels are able to gain access to “big chain functionality”. Large hotel companies

have the resources and money to create their own custom cloud. Smaller hotels and chains do not, but when in the cloud it can help them utilize development, maintenance and upgrades across many small hotels.

• No information technology system is required. Small to mid-size hotels have less systems to

deal with and do not need to throw out much when they switch to a cloud based PMS. • Security is important for both small and larger hotel chains. The cloud offers some protection

against hackers. • The cloud is more reliable than most think. Problems have occurred in the past but in the

long run, using a cloud system is reliable and efficient.




Pag

e7

Slide 7

Apps, Apps and more Apps

Copyright © Texas Education Agency, 2015. All rights reserved.7

Downloading applications is a new way for guests to interact with the hotel. This allows one to request amenities, services and other incidentals right from a phone or tablet. There are applications for guest services, guest devices, staff, booking and tablets in rooms. Whether an individual needs extra pillows, extra towels, or just some one-on-one hotel attention before a stay, applications can help make life easier.




Pag

e8

Slide 8

How Technology is Changing in the Hospitality Industry


(click on image)

Click on hyperlink to view infographic: How Technology is Changing in the Hospitality Industry As common as credit and debit cards are, 55%, or 14.85 million businesses still operate in a cash-only basis. Is it really beneficial to hang onto traditional transaction practices? Here are some facts that may help your hospitality business make the jump into the new era. http://visual.ly/how-technology-changing-hospitality-industry




Pag

e9

Slide 9

Check In and Check Out


At one time, you or your family may have stood in a line waiting to check in to your hotel. The ability to make hotel reservations online led to the ability to use a check in kiosk at a hotel. Your smart phone also allows you to check in to your hotel on your way from the airport. Front of the house employees are still available, some hotels call these employees “Lobby Friends.”




Pag

e10

Slide 10

Guest Comment and Feedback

It is important that

company managers and

executives have insight

into customer feedback.


Guest comments and feedback are an important gauge for a business. The sooner a business receives customer feedback the better. Businesses must have a mechanism in place that allows their customers to give them feedback instantly and at times it’s convenient for them. Hotels are able to receive guest comment and feedback via the Internet, tablet or smart phone. Positive feedback reinforces their exceptional service and negative feedback alerts them to issues and areas they can improve. When measuring customer feedback, it’s important to focus on the specific requests and actionable items found within this feedback, rather than on the scores themselves. These team leaders may not need to know every detail of each customer interaction, but it’s crucial they have an overall sense of customer sentiment and important issues that need attention. This information should encourage team leaders to use customer feedback for coaching, not just evaluating – ultimately helping employees meet their personal, team and company goals. Have you ever provided a guest comment or feedback for a hotel stay? Was it a positive or negative one?




Pag

e11

Slide 11

Room Entry

• Magnetic key card are a thing of the past

• Ability to use mobile/smart phone as a room key

• Facial recognition – from government sector to the hotel

industry.


Hotel room entry has changed from a key, to a magnetic key card, and now the upcoming ability to use your smart phone as your room key. Perhaps, in the future facial recognition used in the government industry will make its way to the hotel industry.




Pag

e12

Slide 12

The Guest Room

• Flat screen TV

• Free Wi-Fi or access to it

• Tablet remote control to

control everything in the room,

from lighting, temperature and

even window shades

• Substantially more electrical

service outlets in rooms

Copyright © Texas Education Agency, 2015. All rights reserved..

12

Technology does not stop at the hotel lobby. Some hotels provide a tablet in each room that control various functions. The tablet also allows guests to make restaurant reservations, access hotel services and tourist attractions.




Pag

e13

Slide 13

Smart Hotel Room


(click on image)

Click on hyperlink to view YouTube™ video: Smart Hotel Room of the Future in Action See the Smart Hotel Room in action, a collaboration with Caesars Entertainment, WeChat, and Ayla Networks to Showcase the future of IoT in hospitality. https://youtu.be/JpnqT5VNuCs




Pag

e14

Slide 14

Internet Impact

• Guests require Internet access

• Hotel website – view property

• Book reservations

• Hotel’s connection with online

travel agencies

14Copyright © Texas Education Agency, 2015. All rights reserved..

As the Internet has grown over the years, so too has its impact on the hotel industry. The business traveler has led the charge for guests’ availability to Wi-Fi throughout the hotel property. Hotel websites may increase reservations, as guests can see pictures of the property and reserve a room online without a travel agent. Due to the growth in online reservations, larger hotels see the benefit of connecting with online travel agencies to increase their booking rates.




Pag

e15

Slide 15

Social media is everywhere. A guest’s opinion of hotel properties, guest experiences and customer service can be available immediately to the Internet community. Travel blogs can offer a more in depth opinion of the property and the writer’s experience.




Pag

e16

Slide 16

Click on hyperlink to view YouTube™ video:

The Hotel Room of the Future. A four minute video showing a futuristic hotel in Germany. https://youtu.be/RZqEAkTEOqE




Pag

e17

Slide 17




Pag

e18

Slide 18




Pag

e19

Slide 19




Pag

e20

Slide 20

in t he hospitality industry take a byte: technology · technology plays an important role in the...

Documents