Hotel Technology
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  • Online solution that 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 which allows a user to select from a list of amenity categories and assemble a customized itinerary.E-mail invitation to utilize the virtual concierge can be sent to guests.
  • Guests then punch in their room number and security code, and 24/7 concierge access sits in their hands.
  • Guests then punch in their room number and security code, and 24/7 concierge access sits in their hands.

Transcript

  • 1.         
    HotelTechnology
    Done by : BYOB
    NurFarah’Ain
    Sean Lai
    Phua Shi Yan Sonia
    Eugene Pang
    http://byobhdg4bm0927s209.pbworks.com/
  • 2. Office Desk Technologies
    • IP telephone system
    • 3. CAT-5
    • 4. DSL-Style SystemVOIP
    • 5. COVOICE
  • 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
  • 6. 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
  • 7. 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
  • 8. 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
  • 9. 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 theirbuildingand still answer their calls, all without tying up additional resources.
  • 10. 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 telephonecarriers
    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.
  • 11. 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
  • 12. Two hotels that use such in-room technologies
      Affinia Hotels, Denihan Hospitality Group,
    Shang-Ri La, Changchun
  • 13. VIRTUAL CONCIERGE TECHNOLOGIES
    • Online Virtual Concierge
    • 14. Touch Screen Virtual Concierge
    • 15. Portable Virtual Concierge
    • 16. 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.
  • 17. 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.
  • 18. 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
  • 19. 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.
  • 20. 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.
  • 21. 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.
  • 22. 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.
  • 23. 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.
  • 24. 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
  • 25. 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
  • 32. 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
    • Kiosk malfunction
    • 33. Slack in security
    • 34. Training of employees and guests
  • Two hospitality environments that use self-service kiosk
    - Airports
    • Hotels
    Hyatt
    Marriott
    Fairmont
  • 35. Thank You!