HotelTechnology Done by : BYOB NurFarah’Ain Sean Lai Phua Shi Yan Sonia Eugene Pang http://byobhdg4bm0927s209.pbworks.com/
Office Desk Technologies
IP telephone system
IP telephone system All-digital infrastructure that allows traditional communication mode and other types of information to be transmitted on internet protocol networks networks. Traditional PBX is replaced by a network switch plus software that manages placing and routing of calls. Dedicated telephone cabling is eliminated in favour of standard network cable (such as CAT-5). Analogue telephone handsets are replaced by small computers and plug into the network and the network includes a device that connects to the traditional public telephone network to place and receive external calls
CAT-5 A patch cable connects two network devices. Ethernet patch cables are useful to those building home computer networks as well as to travellers who requires wired access to Internet connections such as those provided in hotel rooms Commonly used in the networking
DSL-Style System Atechnology that assumes that digital data does not have to be changed into analogue form and back. Digital data is transmitted to the computer directly as digital data. Allows the phone company to use a much wider bandwidth for transmitting it to the user The signal can be separated so that some of the bandwidth is used to transmit an analogue signal Allows the Internet to be carried over the telephone wire used by the hotel’s phone system
VOIP Transmission of a voice conversation on an IP network The router sends the telephone calls over an Internet connection. The VoIP gateway, converts the analog signals into digital format which is then broken down into packets before sending it over to the internet These packets are sent to their final destination and instructions for bringing back into an understandable form are embedded in them. It then goes through a VoIP gateway where the packets are reconverted into the original analog format utilizing a PSTN(Public Switched Telephone Network)
COVOICE Promotes complete administrative control and flexibility over call processing Offers a powerful array of innovative features and application packages designed to create and implement users automated and personalized communication services Allows users to accept another call or speak to someone else briefly and quickly return to the message right where they left of Allows users move about their building and still answer their calls, all without tying up additional resources.
Revenue Potential of Office Desk Potential for cost savings, primarily on long-distance charges Outbound guest calls can be routed over the internet to VoIP service providers rather than to traditional telephone carriers Connecting CAT-5 cables to IP Edge controllers throughout the new facility enable to save significant installation Voice messaging minimizes the number of employees needed to answer telephone calls eliminate the need for redundant resources such as dedicated fax lines and multiple fax machines.
Revenue Potential of Office Desk Sales department can use messaging to accept orders any time of the day or night- accessible when customers needs assistance Use messaging tools to collect, track and manage sales leads. Or, provide recorded product information on demand, by voice or fax, to supplement sales efforts
Two hotels that use such in-room technologies Affinia Hotels, Denihan Hospitality Group, Shang-Ri La, Changchun
VIRTUAL CONCIERGE TECHNOLOGIES
Online Virtual Concierge
Touch Screen Virtual Concierge
Portable Virtual Concierge
Tracking Systems of a Virtual Concierge
VIRTUAL CONCIERGE TECHNOLOGIES Online Virtual Concierge Prior to a guests’ arrival Enables hotels to promote their full range of services and amenities. Online vacation planner that facilitates online inquires, special requests, and immediate response and confirmation. Unique sales and customer relationship management tool E-mail invitation to utilize the virtual concierge can be sent to guests.
VIRTUAL CONCIERGE TECHNOLOGIES Touch Screen Virtual Concierge A touch screen virtual concierge situated in the lobby Allows guests to navigate through a menu of tips and directions so that they can make the most of their day in the city. Able to guide tourists to look for the best galleries or shops, bars or restaurants, or simply to find out directions to the bus terminal. Can even be made available in the hotel rooms through the flat screen entertainment system.
VIRTUAL CONCIERGE TECHNOLOGIES Portable Virtual Concierge Hotel guest is offered a virtual concierge in the form of an iPod Touch upon check-in order room service make dinner reservations schedule wake-up calls make spa appointments request linens or toiletries check messages arrange car transportation
VIRTUAL CONCIERGE TECHNOLOGIES Portable Virtual Concierge Hotel guests also have the option to morph their own smartphone into a personal concierge, by downloading an application to their phone. Guests then punch in their room number and security code 24/7 concierge access sits in their hands.
VIRTUAL CONCIERGE TECHNOLOGIES Tracking Systems of a Virtual Concierge Furthermore, a virtual concierge can even help to measure and maximize direct Return on Investment (ROI). Utilizing a proprietary tracking and reporting tool, hotel management staff has the ability to effectively monitor and evaluate Website and online marketing initiatives calculate actual conversions and directly measure ROI.
VIRTUAL CONCIERGE TECHNOLOGIES Tracking Systems of a Virtual Concierge Hotels will be able to track Website visitors from their point of arrival on the Website to completion of the booking A system measures direct ROI and conversion ratios for online marketing initiatives including search engine advertising pay per click campaigns e-mail campaigns linkage partnerships special offers & promotions.
REVENUE POTENTIALS OFVIRTUAL CONCIERGE TECHNOLOGIES When efficiency of the hotel’s services is increased significantly to provide guests with instant gratification, a loyalty or bond is formed, resulting in customers who would naturally want to visit the hotel again. Through word of mouth, they are able to recommend others about the state-of-the-art facilities and efficient service received. creates potential revenues in terms of sales for the hotel business in the future.
REVENUE POTENTIALS OFVIRTUAL CONCIERGE TECHNOLOGIES Hotel chains and large casinos can leverage their converged networks cost effectively increases both guest satisfaction and loyalty. Can be localized for different countries in different languages to provide a personalization of services and suggestive selling based on guest history enables the hotel to target a wider global market, thus attracting hotel management companies to purchase the virtual concierge system for their hotels.
Two hotels that use such in-room technologies Royal Sonesta Hotel, Boston Hotel32, a newly launched boutique hotel on the top floor of the Monte Carlo Resort and Casino in Las Vegas
Self-Service Kiosk IBM hotel check-in check-out application
Strength of Self-Service Kiosk For the guests Faster service Multiple Room Keys For the hoteliers Differentiates hotels from competitors Staff are able to focus on other duties
Weakness of Self-Service Kiosk For the guests Less human touch Unable to pay by cash Unable to understand how to operate the kiosk For the hoteliers
Slack in security
Training of employees and guests
Two hospitality environments that use self-service kiosk - Airports