Hospitality Upgrade 2014 Summer

www.hospitalityupgrade.com Hospitality Upgrade | Summer 2014 1

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2 Hospitality Upgrade | Summer 2014 www.hospitalityupgrade.com

Twitter: @HospUpgrade

Publisher

RichaRd [email protected]

SVP, Managing Editor geneva [email protected] Twitter: @genevarinehart

Associate Publisher

MaRiTa [email protected]

Editor

KRiS [email protected]

Media Manager/Assistant Editor

KaTheRine [email protected]

Special Thanks:Cindy Taylor and Fiona Zimmermann

contributors: John Burns, Jon Inge, Jeremy Rock, Michael Schubach, Cindy Estis Green, Scott Warner, Jeffrey S Parker, Trevor Warner, James Lingle, Kris Burnett, Michael L Kasavana, David Durko, Mary Siero, Ryan Ward, Mark Munger, David Atkins, John Atkins, Emily Culclasure, Kelly McGuire, Suneel Grover, Geoff Griswold, Dan Phillips, Diane Estner, Randy Dearborn, Danilo Molaschi

cover design: george Opryszkocartoons © 2014 T. Brian [email protected]

HOSPITALITY UPGRADE is printed three times a year for and about the hospitality and foodservice industries. There is no charge for qualifed subscribers within the United States and Canada. All international subscribers will be billed $25/year for postage and handling. Postage paid in Virginia. All contents submitted to this publication are believed to be accurate. SCI or its agents assume no liability for any said information that is misrepresented. Product and company names mentioned herein may be trademarked and/or service marked of their respective owners. Reproduction and/or distribution of any part of this publication without the written consent of SCI is strictly forbidden. © 2014 Siegel Communications, Inc.

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Summer2014

During the Executive Vendor Summit our group

attended a New Orleans Pelicans basketball game.

The group had a lot of fun and there was a little

harrassment. Yes, Rich was continuously getting

harassed by the Pelican cheerleaders who were

betting to have their picture taken with him. Yes, he

fnally relented, but he drew the line at autographs; that

was a little too much, even for him. It was a great event

and a great game with the Pelicans winning in the fnal

seconds against the LA Clippers.

publishers letter'

Someone once told me it isn’t what you know, it's who you know. Is that really true? I am a believer that knowledge is power; the more you know the more you can share. I bring this up because I do know a lot of very smart people in the industry and they inspire us to share their knowledge with you. We get lots of feedback from readers every issue – most of it very positive – but then there are occasional questions as to why we do some of the things we do. Of course we appreciate both types of feedback. The one thing we have consistently done every issue is address a trending technology topic in our feature article as we did last issue with Big Data. This issue we decided to try something new, and when I read the article I learned a lot. Love them or hate them, consultants whose success is based on the knowledge they have of the industry technology initiatives and developments are Hospitality Upgrade’s lifeblood. We receive many accolades about the quality of our editorial. We also get some funny feedback on a few of the more creative things we do, but you be your own judge. This issue we dipped into the technology consultants’ pool and asked John Burns, Jon Inge and Jeremy Rock to sit down with us to share their views of the past, the present and what lies ahead. These are experts in the felds of distribution, property technology and infrastructure, and I loved how they shared their concerns, suggestions and how to position yourself for the future. The hotel industry has a habit in many cases of resisting change too quickly, and their comments regarding this are valuable. Change is inevitable in life and we all have to change to survive and thrive, which is why as a business we never hesitate to try something new. Our feature article is very different and we hope you will fnd value in it.

I wonder how many are reading this Publisher’s Letter while getting ready to attend HITEC or are already at HITEC. It is the one event that brings everybody together, and when you have been around the industry as long as I have it is half business and half social. We live in a world of email, skype or many other ways to communicate, but nothing will ever beat face to face. If you are not going to make it to HITEC, we promise to bring a review of all we learned in our next issue, via Hotel-Online.com and hospitalityupgrade.com, where we will have the annual Siegel Sez HITEC overview video with Jon Inge. Along with the sold-out exhibit hall there are great educational sessions being offered throughout the event, and if you are a vendor I would encourage you to also attend these for the subject matter and because there are so many hoteliers normally in the crowd. When I was a vendor back in the 80s I always went to the sessions. It was amazing who you would meet. This year the one session I look forward to the most will be when Barry Shuler is inducted into the HFTP Hall of Fame. I remember the years Barry attended our CIO Summit when he was the chief technology offcer at Marriott. He is a worthy addition to the Hall of Fame.

Speaking of the CIO Summit, this year our event will be held in Milwaukee, Wis. Initially the feedback was, why Milwaukee? Nobody holds events in Milwaukee – which is exactly why we are going there. Then after a bit of research on this city, anyone who was questioning the choice fgured it out and is now just as jazzed about visiting as we are. Let’s see how much beer and cheese we can overwhelm them with! If you have any questions about the CIO Summit, please send an email to me. We set the bar pretty high last year so we look forward to raising it even higher this year. Yes, we love the pressure.

If you are at HITEC, please come by and visit us. We will be in booth No. 1640. We hope to see you there. Thank you for all the great feedback, inspiration and thoughts that motivate us to make every issue better than the previous one. I think we did a great job with our big HITEC issue this year; we hope you agree!


Summer2014

asset management

144 A Pain in the Asset, Mark Munger

big data

162 Foster an Analytics Culture, Samuel Ayisi

data security

132 The Road to Compliance is a Rocky One for Hotels, the Wyndham case, David Durko

136 Cyber Insurance, The Right Time to Buy Mary Siero

140 Tips for Password Security that Actually Work, Ryan Ward

digital signage

164 Trends in Digital Signage, Randy Dearborn

gaming

167 The Role of Regulator in the Gaming Environment, Bill Geoghegan

general information

26 Getting Aggressive – Guest ServiceMichael Schubach

38 The 'Puter Path – Still Perilous, Still Full of Pitfalls, Jon Inge

156 Notes from an IT Service Shop Geoff Griswold

166 Re-establishing the Roman Empire Danilo Molaschi

hosted telephony

158 Is Hosted Voice Finally Ready for Prime Time? Dan Phillips, Diane Estner

internet of everything

124 Connecting the Unconnected Michael Kasavana

marketing, social media & SEO

30 Here Be Dragons – Dangers and opportunities in the Digital Marketplace Cindy Estis Green

148 The Best, Best Practice, Digital Benchmarking for Hotels David Atkins, John Atkins

152 Social Media Suicide, Emily Culclasure

154 The Path to Personalization Kelly McGuire, Suneel Grover

patent trolls

34 Returning Trolls to Myth: The Rise of Patent Troll Claims, Scott Warner

room automation systems

42 I R.A.N., I R.A.N. so far away... , Jeff rey S Parker

46 Introducing Google's Chromecast, Trevor Warner

48 5 GHz – Is It Worth It? James Lingle

52 EVS 2014 Review, Kris Burnett

60 On the Bookshelf {book reviews}

62 Pipeline Index

64 {Pipeline}

118 Recent Installs

168 Property Spotlight

170 Who's the Reader

172 Ask the Guest

174 TECH&Health

175 Siegel Sez Picture Pages

178 HFTP pages

182 Find the reference guides online

183 Advertiser Index

184 Junk Mail Corner

columns

departments

the state of the hospitality technology industry:

12Roundtable

discussion with a panel of experts

advancements,infrastructure,wi-fi , etc.

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As every issue of HU goes to the printer, I am always

so proud of the incredible amount of innovative

information it includes. Our staff hears me proclaim, “This is the

BEST issue ever!” as each issue goes out the door. Well, I’m say-

ing it again about the issue you are reading – and this time I am

confdent that we have outdone ourselves. Sure, after more than

20 years we know our audience, but the real kudos goes to our

rock star group of reputable contributors – these are the true ex-

perts in the hospitality world. They really don’t work for us – they

work for you, providing you with the knowledge and expertise to

make your business successful. Our roundtable interview on The State of Technology brings

together three of the most respected people in the biz. They don’t hold back their opinions

on the topics you want to know about…topics that will change the way you are working

operationally, how you deal with mobile and what specifcally you need to do to future-

proof for the next generation of guests. And, if you like it you can listen to the interview in

its entirety on our podcast. (pg 12)

Last year we introduced our What's on the Bookshelf column. Over the years, we've

had so many interesting conversations, and often we'll hear facinating things about people

that you wouldn't expect based on the last book he or she read. Check out the Book Review

(pg 60) and see what Mandarin Oriental's Monika Nerger, Marriott's Page Petry, HOSPA's

Carl Weldon and Digital Alchemy's Don Hay have on their bookshelves.

One of the additions I'm particularly proud of this issue is the new Tech&Health

column (pg 174). Technology isn't just something that permeates our work, play and school.

It affects our HEALTH, and after sitting through enough sessions with Dr. Roy Siegel we

thought it was high time we shared this information – there is the right way and the un-

healthy way to use technology. Let's break a few of these bad habits together. It might be a

little awkward at frst but you'll thank us later.

Our summer edition continues to be honored as the Exclusive Affliated Technology

Publication of HFTP, the producers of HITEC, and will be distributed to attendees of HITEC

and HSMAI’s ROC this month. So if you ever wonder who else is reading HU besides you,

take a good look around all of the conference rooms and exhibit foors. Our readers include

so many executives at all levels and just like you they are buying infuencers.

Is it obvious that we want you to stay on the cutting edge of your hospitality busi-

ness? As publishers, we want to do the same. That is why we incorporated augmented

reality (AR) into our editorial to further engage and interact with you. If you have not used

it yet, download the free LAYAR app to your tablet or smartphone and check out the extras

we have added to the pages that have the HU bug.

If you are an advertiser, it is so easy to make your ad interactive using AR. Take a

look at the list of advertisers below who are incorporating AR to further engage our read-

ers. Please have fun scanning their ads to fnd the innovative things hidden in the layer

under the printed page. It is like a treasure hunt within our pages.

PODCAST ALERT!!!The feature article roundtable (pg 12) is available

online. If you would like to hear the interview in

its entirety, please visit our podcast by going to

hospitalityupgrade.com/

11TechnologyTrendsInTheHospitalityIndustry

Editor’s Note

Look for photo gallery picts from recent events like the New Orleans Pelicans Game.

AR ADDS MORE!

Find HU at:

@genevarinehart

Check out these AR pages:

Teledex - pg 161

Flip.to - pg 153

NEC - pg 129

Teradata - pg 40

NAVIS - pg 31

INNCOM - pg 13

Rainmaker - pg 11

(Or go to layar.com)

Visit HU at HITEC Booth No. 1640


Trevor Warner, pg 46

Contributors

Jon Inge, pg 38

Scan the code

to download the

magazine to your

mobile device.

Android

Apple

Michael Schubach, pg 26 Scott Warner, pg 34

Michael Kasavana, pg 124

David Durko, pg 132

Scan this page using

James Lingle, pg 48

Cindy Estis Green, pg 30

Jeffrey S Parker, pg 42

John Burns Jon Inge Jeremy Rock

In this issue we tried something different and assembled a panel of three

well-known, industry experts: John Burns, Jon Inge and Jeremy Rock.

Each expert brings a unique perspective from his specifi c industry focus.

We discussed trends and the state of technology in the industry.

This is a must-read for HITEC. (page 12)

Michael Schubach

likens guest service

to car buying in

his column for

this issue. He

says everyone

in hospitality is

required to be

aggressively

hospitable, and that

includes you in the

IT department.

In "Here Be

Dragons," Cindy

Estis Green shares

with us the dangers

but also the vast

opportunities

that the digital

marketplace

holds for the hotel

industry.

Patent trolls have

become a distrac-

tion (and nuisance)

for many compa-

nies, both big and

small. It has caused

so much disrup-

tion that even the

courts and U.S.

Congress are get-

ting involved. Scott

Warner shares a

plan to "Return

Trolls to Myth."

In our Summer 2000

issue of HU, Jon

Inge wrote "The

Perils and Pitfalls

of Technology." Jon

shares what has

stayed the same in

this updated 2014

version of "The

‘Puter Path."

In a section we have

cordoned off for

room area networks

(RAN), Jeffrey Ste-

phen Parker writes

about creating the

perfect RAN, and

in turn, how guests

will run to your hotel

property.

In the second

article of the RAN

series, Trevor

Warner introduces

Chromecast

from Google

and discusses

the impact of

entertainment-

toting guests to

the guestroom

experience.

In the fi nal article

of the RAN series,

James Lingle

discusses the

age-old dilemma

of bandwidth.

He specifi cally

discusses the

benefi ts and

challenges of

deploying a 5 GHz

network.

There is a trend

in the industry. In

"Connecting the

Unconnected,"

Michael Kasavana

defi nes the Internet

of Everything,

discussing its

premise, challenges

and what it means

to the hospitality

industry.

In our data

security section,

David Durko shares

lessons from the

recent FTC fi lings

against Wyndham

and what the

results could mean

for the hospitality

industry.


Mary Siero, pg 136 Mark Munger, pg 144

Randy Dearborn, pg 164

Contributors

Emily Culclasure, pg 152

Ryan Ward, pg 140

Dan Phillips &

Diane Estner, pg 158Geoff Griswold, pg 156

David Atkins &

John Atkins, pg 148

Kelly McGuire &

Suneel Grover, pg 154Samuel Ayisi, pg 162

Bill Geoghegan, pg 167

Mary Siero shares

the importance

of considering

a cyberliability

insurance policy.

The No. 1 reason

many organizations

do not purchase such

a policy is because

it is believed that

the IT department is

providing adequate

protection.

Passwords are a

way of life. Chang-

ing and maintaining

the plethora of

company and staff

passwords can be

costly and time

consuming. Ryan

Ward shares seven

tips to secure your

organization with

password manage-

ment.

Asset management

is an overlooked but

extremely neces-

sary investment.

Mark Munger looks

at the companies

that bring these

applications to the

hospitality industry.

A common question

all companies ask is

how they compare to

other organizations

in a competitive

set. David and John

Atkins share with

HU, "The Best, Best

Practice: Digital

Benchmarking for

Hotels."

In "Social Media

Suicide," Emily

Culclasure shares

five no-nos of social

media to avoid at all

costs so your hotel

can thrive online.

"In the Path to Per-

sonalization," Kelly

McGuire and Suneel

Grover discuss

the significance of

personalization in a

highly competitive

hospitality market.

In our Notes

from the IT Shop,

Geoff Griswold

reminds us about

the importance of

warranties and

service contracts

and who is

responsible for

each.

Dan Phillips and

Diane Estner ask

several industry

providers and

operators to answer

the question, "Is

Hosted Voice Finally

Ready for Prime

Time?"

Continuing his

in-depth discussion

on Big Data from

our spring issue,

Samuel Ayisi

writes about

how a successful

analytics initiative

always starts

with "Fostering an

Analytics Culture."

In 2014 digital sig-

nage includes more

than information

boards and menus.

MGM Resorts In-

ternational’s Randy

Dearborn and other

hospitality operators

define what they

look for in digital

signage.

In keeping a global perspective of the

technology industry for hospitality, we

asked Danilo Molaschi to talk about

bringing products to market in a mature,

well-saturated Old Continent market.

Bill Geoghegan begins his series on "The

Role of Regulators in the Gaming Environ-

ment." In this first part, he describes the

history behind the regulatory agencies.

Look for Bill's HU TechTalk blog with more

history, which posted in June.

Danilo Molaschi, pg 166


state of TECHNOLOGY

Hospitality Upgrade Managing Editor Geneva Rinehart assembled a distinguished industry panel discussing some important trends in

hospitality technology and the state of the industry during a recent podcast. Joining HU were John Burns, Jon Inge and Jeremy Rock, each

with a specifi c point of view within the industry. Mr. Burns is our resident distribution expert, Mr. Inge focuses on property systems and Mr.

Rock specializes in infrastructure. While these areas overlap and intersect, each expert has a unique perception on the current state of the

industry. We started our discussion with some overall observation questions.

The podcast is available for download at: hospitalityupgrade.com/11TechnologyTrendsInTheHospitalityIndustry

John Burns: I don't so much see sys-

tems that are not implemented, but rather sys-

tems and technologies hotels have on board

already that are being under used. For the

most part awareness of the existing systems’

capabilities is far below what it should be.

How can we train staff so that these features

are used on a consistent basis?

Second, a comment about hotel web-

sites. In many cases, the information is cur-

rently unappealing, with lackluster descrip-

tions of the hotel and of the individual rooms.

We ask travelers to select our hotel but in too

many cases, there isn't a strong, compelling

reason to do so, not at least in terms of ap-

pealing photographs and persuasive phrasing

on the website. In too many cases, the same

photo is used for every room type. There

isn't a strong differentiation between one

room type and another to suggest to people

that there is merit in moving up to a more

expensive room.

Jon Inge: There is so much functional-

ity in every system that never is explored; we

really could make a difference by exploring

what is available. All the same, there are defi -

nitely lost opportunities in staying with older

systems well beyond their most effective use

date. Newer systems give much more compre-

hensive and accurate views of their guests and

the operation as a whole.

This in turn leads directly back into

guest service; having an accurate guest picture

and then really catering to his or her needs

makes a big difference.

The other thing that has changed, or that

people don’t look at enough, is the impact

of good user interfaces. Older systems can

be really awkward to use; many modern

systems have more thoughtfully designed user

interfaces that guide the staff through what

they are doing and present just the right data

at the right time for each particular guest

interaction. It’s not just the more complete

data presented in the right context that makes

the difference in guest service, it’s also the

added confi dence the staff gains from being

able to trust it.

Jeremy Rock: We often keep older sys-

tems on board from habit instead of looking

at something that's newer, more effi cient and

more interactive.

The world is changing and we need to

include more mobility and the ability to in-

teract with guests through different channels

and technology. It used to be just the younger

generation that was using mobile devices, but

now it's really across all generations. We need

to focus more on social media; how we sell

the properties is just different these days.

Q1 From your perspective on the industry, what technology is available today with the potential to signifi cantly improve operational effi ciency and guest satisfaction? What is the industry overlooking?

The world is changing.We need to focus more on social media and how we sell our properties.

SCAN this

page to listen

to podcast.


Q2 What is one of the most signifi cant developments or advancements in your area of focus over the last several years?

John Burns: The remarkable growth in

use of mobile devices is where I would begin,

also I would include social networks and the

impact they have had, in particular TripAd-

visor, in bringing transparency to the hotel

industry, in revealing the best players. But at

the top of the list I would put the emergence

and strengthening of online travel agencies.

I think this has been a quiet but signifi cant

revolution for hotels – and not one that we

have fully acknowledged or dealt with very

successfully.

The reality is that online travel agents

and now metasearch engines (and maybe

Google as well with its steadily increasing

hotel shopping functionality) have fundamen-

tally changed the hotel sales marketplace.

These organizations have been very good at

convincing the traveling public that there are

better places to look and reserve than the ho-

tel company's brand website. This is a seismic

change with huge implications.

Jon Inge: From my viewpoint, one

of the most dramatic things has been the

improvement in interface capabilities between

systems, based on XML messaging. This

has made a massive difference in how we

exchange data across a property’s multiple

systems and how we can better accumulate it

to build a more complete and more accurate

picture of the property and of the guests'

activities.

I'd put the development of better screen

design in there as a signifi cant change as well.

There has been some excellent work in learn-

ing where users need to get the information,

how much they can use at any one time, and

how it should be presented so that they can

Q3 Let's continue to talk about infrastructure. How can hotels keep up with the insatiable Wi-Fi demand?

Jeremy Rock: The old wireless

networks just don't have the throughput

and capacity to handle the demands being

placed on them today. Density and coverage

requirements have increased to accommodate

greater demands by users and applications.

Many people thought that we would be mov-

ing away from provisioning hardwired cable

in buildings, but the reality is, you need the

cable to support a robust wireless infrastruc-

ture, not only for the guests, but in order to

run mobile applications for administrative

and operational teams.

The other side of it is making sure the

property is equipped with an infrastructure

capable of providing an ever-increasing

amount of bandwidth. It's a question of de-

signing the network correctly, selecting the

right partners, and engineering on the front

side to make sure you have the wherewithal

to address the needs going forward. You're

going to start to see more offl oading of net-

work traffi c from the cellphone companies

onto the wireless networks. Hotels represent

a good opportunity for the cellular compa-

nies as partners. Given this scenario I think

most hotels are going to have to invest in

upgrading their infrastructure and wireless

networks.

Jon Inge: Infrastructure is critical

here and I think for new-build hotels, the

fundamental approach has to be a fi ber

optic network around the hotel. Copper has

expanded its capabilities extensively over the

years and it's amazing how far it’s progressed,

but every improvement now is incremental

and progressively more expensive. Going to

fi ber, at the moment, is about the same cost

as going with copper and it has far more

potential for handling future demands than

copper will ever have. Wi-Fi coverage and

bandwidth are critical; you've simply got to

have Wi-Fi everywhere.

Jeremy Rock: While the access points

may themselves have an increasing ability to

deliver bandwidth and wireless connectiv-

ity, you may be limited in delivering enough

throughput to them via the rest of the active

equipment and other infrastructure con-

straints – not to mention limitations on the

amount of bandwidth coming into the hotel.

There is a great deal of talk about bringing fi -

state of TECHNOLOGY

grasp it quickly and use it to interact with the

guest in front of them.

Jeremy Rock: Internet access has

become the No. 1 driver within hotels. If you

don't have it, it's a big issue. The number of

devices that are now being connected within

the room and the complexity of the in-room

technology has placed greater demands on

bandwidth requirements. Additionally there is

the issue of the converged network require-

ments driven by the need to leverage the ho-

tel’s IP network. We have to make it seamless

for new systems and devices to communicate

over these networks. In order to satisfy the

guest, we must have the right infrastructure in

place and a signifi cant amount of bandwidth

available. Another area of focus is cloud-

based applications and providing the ability to

connect to them.

ber to the room, especially with the new focus

on GPON (Gigabit Passive Optical Network),

but the cost of the various components and

other construction-related costs need to be

carefully considered too.

Jon Inge: Hotels need to constantly

upgrade infrastructure to keep up, to take

advantage of newer technologies that do im-

prove bandwidth and coverage. Second, some

sort of tiered pricing will be an inevitable

outcome to support those guests who want to

stream movies in the hotel room as opposed

to guests who just want to check email. Maybe

in 10 years the technology will have advanced

to the point where we won't even think about

this issue at all, that Internet access will be

available as universally as electricity or hot

water in hotels, but we’re not there yet.

John Burns: I sympathize with hotels

with respect to the cost of these ongoing

upgrades and the diffi culty in estimating just

how much bandwidth is going to be required.

That said, I think bandwidth is mission criti-

cal. The lack of good strong Wi-Fi service is a

deal killer for hotel guests.

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Q4 Who owns the net-work and who owns

the issues that are affecting the deployment of converged networks?

Jeremy Rock: This is a big problem

right now. I see many wireless service provid-

ers actually supplying the network and in

most cases, hoteliers are trying to save money

by using it as a converged network. I know

that the directives from some of the corpora-

tions, fl ags and brands are to have separate

networks, but in reality, that's not really

what's transpiring.

All the in-room technology that needs

to be connected, from online electronic door

locks to energy management systems and

guestroom automation, is all connecting to

the same network, and in many cases, com-

municating through the wireless network as

well. It's very important that we understand

who is actually deploying the network, who is

designing it, and who is supporting it.

In most cases, that's turning out to be

the wireless provider. I would encourage ho-

tels to make sure the network is engineered

to their specifi cations, taking into account

all of the security measures, PCI compliance,

etc., because of all the devices being carried

and connected to the network including not

only the guest Internet access but also rapid

response systems, point of sale and PMS con-

nectivity, etc. We need to be cognizant that

this is probably the most important part of the

infrastructure in the hotel, and hoteliers need

to spend the time, effort and research mak-

ing sure they're fostering the right solution

provider.

Jon Inge: In addition to the wireless

providers, companies such as door lock

system providers or guest request applica-

tion providers can provide their own Wi-Fi

networks throughout the hotel for their own

products. While that can be an attractive

installation option for the property, it leads to

all kinds of complications, as to who actually

is responsible for maintaining it and what

other services can run on that network.

Q5 Let’s talk for a moment about

some issues that are affecting

everyone; the challenges being faced by the sunsetting of Windows XP this year and then Windows Server 2003 next July.

Jeremy Rock: Some people aren’t con-

cerned about the fact that Windows XP is no

longer going to be supported and are plan-

ning to upgrade over a period of time. Others

have been kicking it into gear, upgrading and

replacing their XP computers right now. One

of the key fears is that the delivery of security

patches for Windows 7 and 8 was scheduled

for release in May, and thereafter may provide

hackers with clues to where defi ciencies still

remain in Windows XP. Several interface com-

puters and other key workstations attached

to the network may still be running XP and

could be vulnerable.

The next milestone to be concerned

about is Server 2003. There are certain key

point-of-sale systems and other systems and

networks may be affected by its scheduled

sunsetting in July 2015. These properties will

either need to upgrade the operating system

or move/upgrade to another application.

Jon Inge: This feels a bit like Y2K all

over again, but it's not as cut and dried as that

was. There was no doubt when Y2K came

around that some systems would not work

properly and would not report dates properly;

in this case, we're just looking at potential

breaches and potential risk. As we've seen

with the slow rate of PCI adoption, a great

number of people are waiting for something

to trigger a need to upgrade away from XP.

Even if they do, of course, it's no guarantee

that they won't get breached some other way

in the future.

It’s really a question of risk manage-

ment. I think we really need to focus on

raising awareness of the risks and making

the migration path as smooth as we possibly

can. Fixing Y2K made the problem go away,

once and for all, which is one reason people

were motivated to do it. This isn't the same

situation; this is not going to take away the

problem, although it is going to reduce the

risk signifi cantly.

Q6 We touched a little bit on mobility, and that

is a very hot topic. When do you think that guests will be able to use their cellphones as door keys, to control anything within the guestroom or to be part of an all-in-one amenity during their stay?

Jeremy Rock: It's going to be a little

while. For starters, cellular technology is

currently not standardized across all manufac-

turers, let alone countries, and then there are

security considerations and other costs. Most

phones operate on different protocols and

different standards; even the RFID components

on them, for example, would need to be stan-

dardized for some of the technology to work

effectively.

Jon Inge: You can already do a lot of

these things on your phone now, but not in

any unifi ed way. Many apps will handle guest

requests both before they arrive at a hotel and

while on property, looking for room service,

etc. These apps really need to be interfaced

into the back-of-house systems to provide the

best outcome, and there are so many differ-

ent ones in different hotels that it becomes a

complex challenge. It is the same thing with

controlling the room lighting, the thermostat

and the drapes. It's certainly doable but with

so many different systems in the hotels there's

still no common interface; guests can’t yet

download one app that will work in multiple

properties.

I think what we’ll see is a move to a dif-

ferent, more universal approach to this kind of

technology. It will probably be Bluetooth-based

for device communications because Apple®

is not going to put NFC on the iPhone®, and

that immediately locks out half of the traveling

public. We may see more interface devices

that will take whatever messaging is required

in a particular property and convert it into a

universal set of commands that can be used by

a generic app on people's phones.

The door lock situation will improve over

time but there is a great deal of retrofi t re-

state of TECHNOLOGY

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Earlier this year, Miraval Resorts launched a new responsive website. Wanting to optimize all available real estate, Miraval did not want content blocks to be too large or cumbersome for the user to read. With its partner Interactive Sites, they created multiple column layouts, accordions, sliders, and a use of negative space to imply structure, advanced jQuery and JavaScript techniques, the teams were able to achieve a modern look while keeping an organic and fl uid user experience. These techniques were implemented to keep site speeds fast, and site performance high – all while keeping in mind that brows-ers, screens and devices are not created equal.

The site was designed to allow users to quickly fi nd the area of the resort that would speak to them and assist them in planning their journey.

The desired results of the rede-sign were to increase engagement, on-line revenue, SEO optimization and rec-ognition, and allow guests to effi ciently fi nd information about the Miraval expe-rience. In the fi rst 60 days after launch, Miraval saw results that exceeded ini-tial estimates. Overall revenue increased on every device, and in many cases more than double. Most notably, a 79 percent

increase in desktop bookings and 50 percent increase in booking revenue was realized. Additionally, tablet user rates also increased and bookings and revenue increased 52 percent and 29 percent re-spectively.

Purposeful placement of content and the combination of inspiring photography has proven to keep the guest on the site, reducing the bounce rate by 10 percent.

Additionally, Miraval increased its brand presence by redesign-ing the PLAN YOUR STAY area of the website. This new section now provides guests with a one-stop shop to fi nding and researching all there is to do at the resort. The website gives the user an organic and exploratory approach to engaging with the site. With Miraval’s wide

range of activities and services, the user can quickly research and review each area of the site without being overwhelmed by content. Miraval has found this approach to be most successful and has increased its user duration on the site.

Knowing that the site was built with a long-term scope, Miraval can focus on enhanced website capabili-ties and integrations.

quired on existing door locks, most of which are still mag stripe. They will require some sort of adapter to use Bluetooth or maybe a 2-D bar code scanner as used for airport check-in.

John Burns: I would zoom out on this question a bit and think less about the spe-cifi c technology and more about the competi-tive differentiation opportunity for hotels who are aggressive in empowering people to use their mobile devices. Everyone has a mobile device. Increasingly they can be used as wal-lets, as GPS, as photo albums, music libraries, personal assistants, deal locaters, you name it. It can track your fl ights and do a thousand other things.

I think there is an opportunity for the hotels who are aggressive, who are going to spend the money to differentiate themselves as technologically in the lead, attuned to guests, attuned to the people who are the early adopters. Actually, these are now more in the mainstream and they are anxious to use their mobile device as an appliance of real convenience. It's to the hotel industry’s detri-ment if we say we're not going to replace our door locks until the handles fall off. That’s a risky position.

Q7 What advice would you give to properties

who are trying to incorporate mobile?

John Burns: When hotels are talking about traveler or guest interaction, they should stop thinking about the PC as the primary interface. We need to reverse it, to take it from PC fi rst and mobile device second to thinking fi rst and foremost about how our presentation and value proposition appears on tablets and mobile devices. If we do those two areas well, we'll be more than adequate on PCs.

Jon Inge: A recent survey reported that the conventional wisdom that people only use their phones to book hotel rooms at the last minute isn't actually true. They are using cell-phones more and more to book further ahead, which makes it absolutely imperative that you have the right presentation on the phone to make this easy – easy to fi nd a room, easy to book it. This design discipline is also really good for the rest of the industry; make sure that you are thinking what you want the user

to do with the app on each device and focus on providing enough information in an appealing way to make that simple. This applies to the admin systems as well; there's so much you can do with mobile devices. Obviously tablets are good for mobile check-in around the lobby or up in the room, as long as you can work out how to get the keys to the guest, which is still an ongoing challenge.

Two things are really important if you're going to provide apps to help your staff interact with the guest. One is make sure that the infor-mation presented on that app is a useful data set for that particular guest interaction, one that’s focused and doesn't try to compress everything that you know about the guest onto one small screen. The other is to train the staff in the value of eye contact; otherwise, as far as they know you could be checking Facebook. Inter-action with the guest means exactly that; training is as important as providing the tool itself.

Jeremy Rock: I'm seeing a lot more inter-est in the use of hand-held tablets and mobile devices in operations for a number of different areas and reasons. But newer technologies coming out within the next six months promise to be a lot more effective. I think we're going to see quite a game change in some of these areas.

Miraval Resorts Focuses on Guests' Mobile Booking Experiences

state of TECHNOLOGY


How Sweet It Is Dolce fi nds real benefi ts

from modern mobile appsSubmitted by Jon Inge

With an interesting and diverse mix of 21 hotels, resorts and

conference centers across North America and Europe, Dolce is

always looking for ways to try out new technology where it can

see a potential operational advantage. This paid off remarkably

well recently when it was the fi rst hotelier to try out MICROS’ new

Front Desk Mobile for OPERA 9 at its Aspen Meadows Resort.

“We fi rst saw an opportunity for remote check-in at Aspen

airport, which is just 10 minutes away from the property,” said

John Edwards, Dolce’s VP of IT. “We stationed an agent there to

meet incoming fl ights, carrying the pre-assigned room keys for

the expected arrivals. They were checked in, given their keys

and could then go directly to their rooms when they reached the

property. It worked well, the tablets proved to be reliable and af-

fordable, and we now have them in seven properties.

“Tablets are not going to replace our main systems, but they

supplement them very well,” Edwards said. “Given their afford-

ability we’re able to keep a couple at the front desk for use as

and when needed, and soon found other ways to use them to

make hotel operations more effective. For example, at our Napa

property we use them for remote check-in at our evening wine

tasting receptions on the front porch, which makes for a good,

low-stress arrival for our guests. If we have a heavy conference

group checkout scheduled, we’ll take two tablets and a printer

down to the area outside the group’s breakfast room, and check

delegates out as they go to their

fi rst morning session. This really

helps housekeeping get an early

start on room cleaning.

“It helps that we have strong Wi-Fi coverage throughout all

our properties as a corporate standard, which encourages us to be

fl exible in where we might use tablets. But it’s not just the mobility

that helps; the new user interface has also made quite a difference.

Front desk training has dropped from two days to 2 to 3 hours for

new hires. Further, if we have a heavy group turn in the morning,

we can give a tablet to a bellman or van driver with a few minutes

to spare, pop up the list of due-out rooms, ask them to quickly go

and check each one, and if it’s vacant, mark it as checked out. None

of them have needed more than a couple of minutes training, and it

makes a real difference to housekeeping.”

So what’s next? “We already have Delphi and HotSOS running

on the tablets,” Edwards said. “The next step is to fi nd the right tab-

let solution for F&B, so we can take charge payments at the remote

cash bars we use for outdoor receptions. Once you have a good,

reliable and fl exible platform, the possibilities keep expanding.”

Q8 Some new requirements are coming in October 2015 and there's a concern about some of the proposed

solutions that will be available or are available now. What is your advice around securing personal data, and what concerns should properties and hotels be aware of in the coming year?

Jeremy Rock: EMV or chip and PIN is

being mandated for October 2015 and could

have a fi nancial impact on the merchant.

Depending on the extent of the solution this

could prove to be expensive. What is concern-

ing given the time frame is that I don’t think

we as an industry have an effective game plan

that has been widely vetted by the various

point-of-sale providers, the primary systems

affected by this requirement. I wonder about

the number of systems needing to be changed

out; what’s the solution, how is it going to

operate, how is that going to affect the opera-

tion?

Also, we have PCI 3.0 coming. This

promises to be more restrictive and will have

an effect on the use of mobile technology as

Jon Inge: I think that the PCI viewpoint

with credit card data has been addressed rea-

sonably well, given that hospitality is no longer

the No. 1 target for attacks. I am also seeing

activity from point-of-sale vendors improving

the security on mobile devices and bringing

in EMV certifi cation. The whole PII issue is

extremely thorny for the hospitality industry,

which needs this information on guests to

recognize them and give them the service

expected. Keeping that information secure

without hampering the hospitality aspect of

what you're doing is going to be incredibly

challenging.

Even if it’s regulated, there’s still the

industry’s adoption rate to think about. Canada

has had chip and PIN technology on credit

cards for years, and yet it's still only in the

last year that credit card and hotel technology

companies have developed interfaces that will

handle those cards in credit card transactions.

There doesn't seem to have been a demand

from the hotels to implement that technology

it focuses on emerging technologies and

mobile payment security guidelines.

John Burns: In talking about data

security we tend to think about PCI and

credit cards, but I believe we need to

broaden our focus and think also about

what’s known as PII, personally identifi able

information. We hold a remarkable amount

of this in our hotel systems, most of it unen-

crypted, some of it with relatively weak bar-

riers to access, and we need to think more

seriously about securing it. I suspect at some

point we are going to have a PII incursion

that grabs a great deal of that data and will

be a signifi cant problem for the hotel brand

that suffers it.

Front Desk Mobile for OPERA 9

state of TECHNOLOGY

Aspen Meadows Resort


until quite recently, even though their guests

may have been carrying the cards for a long

time. I fear that it is going to take a severe

data incursion to wake people up to the

problems and really drive adoption. It's an

ongoing challenge; I don't see us ever getting

totally on top of it, and it’s something that

we'll have to address continuously.

Jeremy Rock: PCI 3.0 is going to be

more restrictive in what it does and what

it requires. As for PII, we also need to be

cognizant of the rules and regulations within

not only your local ordinance or the state, the

federal requirements, but also internation-

ally. It's going to be a little bit of a challenge

for those companies that deal with a lot of

international guests to be able to standardize

this particular issue.

Jon Inge: I see the challenge here as

managing the privacy requests of individual

users, who may want to restrict the use of

their information using some kind of generic

app they might have on their phone. They

might want to share only some travel informa-

tion with some companies under specifi c

circumstances for a defi ned period of time,

data that might be very useful in support of a

travel itinerary, but doesn’t need to be shared

outside that immediate event. Reconciling that

with the demands of marketing folks and hos-

pitality operations companies that really want

all of that information to help drive their own

business and provide good service is going to

be very interesting.

Q9 What are the critical factors that you see in

making CRM work?

John Burns: There are so many

components in a successful CRM operation.

We need to think in terms of disciplined data

entry. It starts at the reservation process with

getting the required data and making sure that

its entry is consistent with hotel and brand

data format policies. Then the challenge

becomes aggregating that data, de-duping

it, cleansing it so that it becomes a series of

usable guest profi les that we can put in front

of staff. Once achieved, if it can be achieved,

it also becomes a huge resource within digital

marketing, enabling very targeted contact with

people who are receptive to our messages.

Finally comes delivering the appropriate

recognition on property. We need to make sure

that we are accumulating and stewarding good,

clean information that we can use successfully

in our CRM and guest recognition programs.

Jon Inge: CRM is probably the most stra-

tegic system that any hotel operation can have,

given that it holds all the information that it

has on all its customers. It takes a great deal of

training and incentives to encourage the staff to

get the data in as completely and accurately as

they can. It is a constant exercise, but essential.

It's relatively straightforward to accumulate

information, de-dupe it, clean it, and keep it

accurately, centrally. It's much harder to get

it back out into the fi eld in front of the people

who are actually interacting with the guest.

Jeremy Rock: We are collecting all this

information, and it just becomes unwieldy

to use. I think that most hotels, especially

independents, don't do anything with it.

There’s also information we are accumulating

in digital format from other systems such as

CCTV and security systems. This can impact

things if it gets into the wrong hands. We need

state of TECHNOLOGY

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Jon Inge: To reference Douglas Adams’ “The Hitchhiker's Guide

to the Galaxy,” don't panic. Things are changing fast, we are seeing an

awful lot of interesting technology developments and it can seem over-

whelming, but it can make a great difference to operations, too.

Seriously though, my core advice is to focus on infrastructure. We

don't really know what applications are going to be coming down the

pike. We do know that they are going to need to communicate with each

other. We don't know how much bandwidth they're going to need, but

they'll need a fair amount. If you have anything to spend on technol-

ogy at the moment, put it into the infrastructure of your hotel. That will

allow you to add new applications and new interconnections between

those applications as they become available. It's absolutely fundamental.

Jeremy Rock: Infrastructure is key. Guests and hotel opera-

tions are targeting wireless technologies and so everything within the

guestrooms, everything the guest is carrying, and the way we are actually

operating throughout the hotel is turning to a wireless environment. Un-

less you future-proof your property, you won't be able to keep up with

technology. We know that technology is ever changing, we know that

that there are all sorts of new technologies that are going to be deployed

in the coming years. However, it’s all going to require some kind of

platform for it to operate and be deployed effectively, and this is where

having the right infrastructure is key.

Q11 What might we see in your area of expertise fi ve years from now?

John Burns: I see something that is potentially disturbing to the

hotel industry, and that is a change in our business model. I think if we

stand back and look at the impact that online travel agencies and meta-

search engines, and the search engines themselves, especially Google,

are having on our marketplace, it's not impossible that in fi ve years we

will have moved even more profoundly to a wholesaler/retailer model in

which hotels give the vast amount of their inventory to retailers – online

travel agencies and their peers. I think there is a very real possibility that

online travel agencies will move from somewhere around 10 percent of

our sales, to a signifi cantly higher proportion. That has many implica-

tions, not least of which revolve around the ultimate profi tability of hotel

operations.

Jon Inge: I foresee consolidation in this industry and the adoption

of more widespread, more fully integrated systems. In fi ve years, maybe

we won’t be very far down that road, but we’re defi nitely going to see a

trend toward it. I see pretty much every system being delivered from the

cloud; there are just too many issues with trying to maintain them on

property. People will by default go there for their integrated solutions,

either from one vendor or multiple vendors.

Jeremy Rock: From my standpoint everything is tied into wireless

communication. I think most applications are going to reside in the

cloud, and the infrastructure within the hotels, the amount of services

and the space required are going to dissipate down to almost nothing.

It's all going to rely on solid bandwidth coming into the hotel and good

infrastructure. Five years really isn’t that long, though.

We’re likely to fi nd out that the existing legacy, infrastructure and

lengthy decision processes will hamper it, but I do see it as the trend.

HU: Thank you to our panel of experts. We appreciate your thoughts

on these questions.

state of TECHNOLOGY

to be sensitive across the board, not just to Big Data.

Jon Inge: It's so important to keep data clean and accurate.

People now expect you to know a certain amount about them and

their preferences. If you get it wrong, the impact is much worse than

if you didn't try to do it in the fi rst place, because you've built people's

expectations for better service. Misspelling their name or getting their

birthday wrong are critical errors.

Q10 If you were to offer just one piece of advice, what would it be?

John Burns: I'm going to go back to my distribution focus

and repeat that it is to provide an even more intense focus on the

website of the hotel. We do a poor job of communicating the reasons

why someone should stay at our hotel, and of incorporating local

information. People don't come to stay at the hotel just for the hotel.

They come for the community. The hotel is the portal to the local area.

There is an important strategic opportunity for hotel operators.


GETTING AGGRESSIVE

In my eternal quest for truth I am compelled to do a little myth busting. The f rst myth is that old people are unnecessarily grumpy. As a younger person, I would have told you this was an indisputable, self-evident truth – the elderly are a cantankerous lot. I believe it stems from their shared belief that humans need only endure a reasonable amount of general nonsense, social and political dysfunction, gross negligence from their peers and the apathetic bumbling from the upcoming generation. Somewhere around age 60 their tolerance threshold is irreversibly crossed and the elderly feel that after a lifetime of playing nicely, they may now say and do just exactly as they please. They exempt themselves from the practice of social etiquette and common courtesy, and “grumpy” becomes a living, breathing euphemism of understatement.

Now that I’ve irreversibly crossed that threshold, I take ex-ception to the use of the word “unnecessarily.” Elderly Americans are grumpy for good reason – in fact, for many good reasons. Worse than your typical elderly American is one who has spent many years in the hospitality industry and therefore possesses a heightened sense of what service is supposed to be, which brings me to the second myth: a car dealership is a place where you are waited upon intensely – perhaps too much so – until you make a decision. Why pick on the automotive industry? No reason other than a recent personal experience where an irresistible myth No.1 encountered an immovable myth No.2.

Quite innocently, and with love in my heart for my fel-low earthlings and the exotic foreign automobile I was seeking to purchase, I entered a car dealership. I presented myself to the receptionist, bid her a pleasant afternoon, and requested a brochure for the car I wanted to buy. She walked me to a nearby table where she brief y examined the piles stacked there and an-nounced the result of her meager attempt: “Sorry, we don’t have any.” Having discharged her obligation of minimum effort, she returned to her station to await her next opportunity to under-perform. I remained undaunted. I took to opening the doors of cars on the display f oor that were wildly beyond my price range. Nothing summons a car sales representative to your side faster than the fear that an obvious member of the underclass is at-tempting to befoul a European luxury vehicle. To my utter amaze-ment, I was left alone and unattended as I slammed glove boxes

A Subtle Message for the Hospitality Industry

and trunks, and then took to rolling car windows up and down and testing the emergency f ashers. My cries in the showroom wilderness went unanswered.

Clearly they were just waiting to see how long I’d last before I got bored and moved on to a domestic car dealer. Trying to play “Triumph of the Will” with an elderly person is a very bad idea because “stubborn” goes hand-in-hand with “grumpy.” I retired to a lobby chair, determined to sit with an annoyed look on my face until someone asked if he or she could help me. I sat for f ve minutes before I hit pay dirt. An obvious salesperson came up to me looking helpful and anxious to please. He smiled at me and asked, “Are you Richard?” When I told him no, he glanced around the room, spotted another likely candidate and managed to emit one solitary word as he moved on: “Sorry.” So was I.

I spent another 30 minutes in that chair, now just waiting to see how bad the bad impression I had already formed could become. Short of sending up a f are, it had to be obvious that I was there to part with a good deal of money. Nonetheless, my behavior was entirely too subtle for this dealership. There was no shortage of employees who passed me by; logoed team shirts were the dead giveaway. I f nally returned to the receptionist and politely inquired if this was indeed a place where cars were sold. She assured me that it was, and I asked how I might go about qualifying to participate in the process. I was f nally introduced to someone who took the time to try to sell me not what I wanted but what they had in inventory. I was once again reminded that for those of us who want a new or different car, the acquisition experience is more obligation than opportunity.

But why am I telling you this? With Hospitality Upgrade in hand or on screen, it’s a statistical surety that you’re neither a car dealer nor likely to become one. I tell you this sad tale because it reminded me of a technique that service providers could use to evolve into something more benef cial to the human condition than simply grumpy. During my tenure at a world-class destina-tion golf resort, we had a general manager who was devoted to customer recognition and assistance. We were already noted for our southern hospitality, but easy-going charm wasn’t suff cient to fulf ll his vision of excellent guest service. We were coached to be “aggressively friendly,” to acknowledge, to greet, to assess the guest’s situation and to take immediate action if there was

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Today's

special

Technology Insights

anything we could do to improve the guest

experience.

Aggressive friendliness is a skill that

requires you to take affrmative action

before you know for sure that any such

action is required. The rules are simple but

very effective: when you move around your

hotel, resort, casino or car dealership, you

walk with your eyes forward – never down,

never vacantly self-absorbed and never

glued to a phone or tablet. You look for

and at anyone headed your way. Ten steps

before you come face-to-face with another

person, you acknowledge his, her or their

presence by smiling or nodding. Your

intuitive self assesses the guest situation:

are they strolling or struggling? Did they

stop to smell the roses or are they lost? Can

you provide genuine assistance or merely

brighten their day with a warm greeting?

(Those are your only two options.) When

you’re within fve steps, you’ve prepared

your greeting. As you approach, you deliver.

If you harbor even a vague doubt about

your assessment of the guest’s situation,

you stop to ask if there is anything you can

do. Imagine how my car buying experi-

ence might have changed if just one of the

dozen-or-so employees (and I mean all of

them, not just the obvious salespeople)

who walked by and ignored me had been

aggressive enough to ask if I needed

anything.

I should also mention that my

tenure at this legendary golf resort was

as a member of the IT team. There is no

shortage of IT professionals who come to

hospitality from more mundane industries,

and they are often startled by our peculiar

belief that the geeks are required to be as

friendly, helpful and responsive as the rest

of the staff. (I was going to say “the service

staff” but the spirit of aggressive friendli-

ness is that everyone in every position is

a part of the service staff. Take that, you

disinterested car dealership reception-

ist.) I feel compelled to remind my fellow

technicians that our tendency toward

technical arrogance is more real than many

of us may realize, and that ignorance of

hospitality operations is no excuse for a

lack of participation. If you’re wearing the

team shirt, then you’re on the team.

Remembering my fondness for being

aggressively friendly has made me less

aggressively grumpy. Sadly, I still remain

elderly and reasonably – as I see it – stub-

born. And by the way, I do have one fnal

piece of advice: buy American. I did, and

in doing so parted with a good deal of

money I was prepared to spend on another

more exotic choice. Take that, you disin-

terested European luxury car dealership.

Michael Schubach is a regular

contributor to Hospitality Upgrade

and can be reached at Michaelschu-

[email protected].

There is no shortage of IT professionals who come to hospitality from more mundane industries, and they are often startled by our peculiar belief that the geeks are required to be as friendly, helpful and responsive as the rest of the staf.

Your Wish...Is Our Command. Single View of Guest

. One Platform

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by Cindy Estis GreenMarketing

HERE BE DRAGONS

Dangers and Opportunities

in the Digital Marketplace

The digital marketplace is ever changing with constant disruption. Newspapers, digital photography, retailers and fi nancial services have undergone massive changes as a result of consumer behavior. The hotel industry is no exception. Hotel selection happens much deeper in the sales process because consumers are gathering travel information on aggregator sites like online travel agencies, Google and TripAdvisor well before narrowing down to a shortlist. By the time the consumer decides to make a hotel purchase, he or she may have touched seven to 10 sites and been directed or diverted by the search or informa-tion site based on which hotel(s) have a more prominent listing or a higher ranking for the destination.

Managing Acquisition Costs – the MarketplaceThe bifurcation of brands in hospitality into booking brands

and stay brands has been a driving force behind the escalation of customer acquisition costs. Hotel operators along with corporate and regional teams, have to navigate the digital marketplace with a new imperative to modify revenue performance evaluation. Supplementing the traditional methods of tracking operating margins and market share, managing gross margins (revenue – cost of sales) may prove to be a key to success in a dynamic and turbulent online arena.

What does this mean for hotels going forward? Some argue that third-party aggregators and search engines will ultimately control the consumer path and hotels are going to be commod-itized and passive recipients of business as they pay third parties for traffi c and then pay again to compete with each other on the stay experience.

The fi rst industry study examining customer acquisition costs was completed in 2014 for the Hospitality Asset Manag-ers Association (HAMA). HAMA collected data from almost 500 member hotels for the period from 2009 to 2012, and found that commission costs for the hotels were rising at two times the rate of revenue growth.

A Kalibri Labs study conducted on 2012 data in New York City indicates the estimated range in acquisition costs (retail and wholesale commissions, transaction fees and sales/marketing expenses) in the North American market as ranging from 15 percent to 25 percent.

By contrast, the airlines have a “maniacal” focus on distri-bution costs as described by Tom O’Toole (CMO, United Airlines; ex-CMO, Hyatt), speaking recently at an industry conference. He said if the airlines spend $1, they feel that is $1 too much (not fi guratively, literally). Tom shared the anecdote that the airlines are like the guy who had two near-fatal heart attacks and decided to start exercising and completely alter his diet, and by compari-son hotels are like the guy who casually decides to make a new year’s resolution to try to go to the gym a little more and cut back on potato chips and french fries.

The hotel industry’s triple threat for increased dependence on third parties is brand dilution through commoditization of hotel rooms, increased costs with little control over the shopping and buying process and a diminished relationship with the cus-tomer. Brands have a dual challenge: generate demand for their hotels without duplicating third-party costs, while at the same


Marketing

Cost Comparisons to Other Industries

The biggest difference between the travel sectors is ownership of the assets – the major brands in air and car directly own and control pricing and availability of the majority of their supply.

Airlines report costs for customer acquisition and retention at approximately 5 percent to 10 percent, with some of the most proftable examples like Southwest at the low end of this spectrum because they control distribution so tightly, and use many ways (like seat selection) to induce customers to book directly on their proprietary sites. The airlines have also made a practice of controlling the inventory available for redemption in their loyalty programs to limit saleable seats that are affected.

Rental car companies operating in the United States own most of their inventory and can control both pricing and availability. Total customer acquisition and retention costs are similar to airlines, although their loyalty programs are considerably smaller, so their costs are at the lower end of that spectrum, between 4 percent and 8 percent.

(Source: Company statements and investor presentations).As a result of the ownership of most of their inventory, airlines and car rental

companies don’t hesitate to use availability as a tool. That means that if a commission-seeking distributor comes to them asking for non-standard compensation, they can generally say no, even if it means not being sold by that distributor.

*A second study was done by the HAMA in 2014 and authored by Frank Camacho, an industry consultant with 30 years of senior executive experience in various sectors of the travel industry.

Hotels, airlines and rental car

companies share many dimensions:

• Large capital base – buildings,

aircraft and cars

• Perishable inventory – an

unsold room, seat or rental can’t be

carried over

• Primarily sold with reservations

– walk ups exist but are generally

a minority

• Global distribution – all are

present in the GDSs

• Heavy online – it is the largest

reservations channel for all three

time managing to differentiate the brand

booking and/or stay experience in the eyes

of their consumers.

Beyond brand strategy, there are

tactical issues in the world of rising acqui-

sition costs. Many would like to think they

can price optimize their way out of higher

acquisition costs. While rate and inventory

levers are important, a successful hotel

will have to do more; it will have to fnd

ways to effciently deploy resources to

achieve an optimal channel mix – not just

invest in brand.com (including mobile),

but also business triggers (including

social and metasearch) that can be tapped

to infuence not only brand.com, but also

voice and other direct channels. Conver-

sion, retention and ancillary revenue will

also play into a hotel’s results as well as

closely managing traditional wholesalers.

What changes are needed? Legacy

sales and marketing infrastructure is

due for a fresh evaluation. Piling on

incremental new opportunities, however

compelling, may push costs to a level that

is unsustainable. What can be eliminated

without diminishing the foundation of any

given hotel’s demand? Establishing a cap

on acquisition costs will be essential and

will vary based on the hotel’s position in

its marketplace including factors such as

physical condition, brand (large, small or

independent), the intensity of competition

and location.

You can only manage what you mea-

sure. The industry knows how to manage

operating and labor costs and now it’s

time to put a maniacal focus on acquisi-

tion costs. Here be dragons. It’s time to

face down the danger in this new territory

we call the digital marketplace and

pursue the opportunities.

Cindy Estis GrEEn is

CEO and co-founder of Kalibri

Labs, a company that ofers an

analytcs platorm that enable

hotels to plan and monitor

proft contributon by chan-

nel and segment. A 35-year

veteran, she is co-author of the

industry bestseller, "Distribu-

ton Channel Analysis: A Guide

for Hotels," published by the

HSMAI Foundaton and AH&LA.

Source: HAMA Study 2013


Legal - Patent Trolls

There was a time not too long ago

when the defnition of trolls was limited to

mythical, cave-dwelling beings in folktales,

children’s books, fantasy or science

fction. No longer. The most common

reference now seems to be in connec-

tion with non-practicing entities (NPE)

that purchase rights in patents (as well as

other forms of IP) and monetize their in-

vestments through licensing and litigation.

But if the White House, Congress, courts

and others have their way, trolls may once

again be relegated to myth.

NPEs are a real problem for large

and small businesses alike. They are also

a problem for their customers. According

to recent studies, NPEs fle the majority of

patent litigation; the number of NPE law-

suits increased by 11 percent in 2013, and

the total costs of NPE patent suits exceed

the societal benefts of patent ownership.

This does not represent the entire story,

as it does not refect the vast majority of

claims that never ripen into litigation.

Moreover, a study by Robin Feldman in

October 2013 titled, “Patent Demands and

Startup Companies” indicates that such

Activity at

All Levels

to Stem

the Rise of

Patent Troll

Claims

by Scott Warner

claims have a negative impact on startups

and may even discourage venture funding.

What’s Being Done?On Feb. 20, 2014, the White House

provided a status report on initiatives

started in the previous June and an-

nounced a variety of additional steps

designed to improve patent quality and put

pressure on patent trolls. These included

crowd source prior art, providing a toolkit

of information for companies accused of

patent infringement (http://www.uspto.

gov/patents/litigation/index.jsp). This

toolkit answers common questions about

patent claims and requirements and

establishes a database of demand letter,

and rules designed to increase transpar-

ency in patent ownership (http://www.gpo.

gov/fdsys/pkg/FR-2014-01-24/pdf/2014-

01195.pdf).

There is activity in the U.S. Congress

as well. The House and Senate both have

bills under consideration that would make

it more diffcult for NPEs to bring infringe-

ment suits. For example, H.R. 3309 and

S. 1720 would both make it a deceptive

practice to send cease-and-desist letters

demanding payment with vague and unspeci-

fed claims of infringement. Both would put

a stop to claims against consumers who

purchase products from manufacturers, and

H.R. 3309 would make NPEs shoulder the

costs of litigations if they do not prevail.

On Sept. 27, 2013, the Federal Trade

Commission (FTC) announced that it

planned to undertake a study of the business

practices of what it described as “Patent

Assertion Entities,” but which, in substance,

are essentially the same NPEs that have

caught others’ attentions. The FTC proposes

to use its power to get answers from 25 des-

ignated companies on how they run crucial

aspects of their businesses. In theory, the

FTC has sweeping powers and could take

action against specifc NPEs if the study

concludes that such action is necessary. But

therein lies the rub. The agency has much

on its plate, and even when the study is

completed there is no specifc timetable for

follow-up enforcement action, if any.

The United States Supreme Court took

up the issue of fee shifting in Octane Fitness,

LLC v. Icon Health & Fitness, Inc. this spring.


This decision could make it easier for

District Courts to award fees to prevailing

parties in patent cases. At the same time,

courts around the country have increased

pressure on NPEs by awarding sanctions,

and in at least one case, forced it to go to

trial and explain its “sham operations” to

a jury.

Individual states have not been sitting

idly by either. Several states, including

Kentucky, Oregon, New York, Vermont,

Massachusetts, Nebraska, Minnesota and

Alabama have taken action to stem the tide

of NPE lawsuits, including giving the ac-

cused infringer a claim against the NPE for

bad faith assertions of patent infringement.

The bottom line is that there is a

growing interest and activity addressed

to the patent troll problem, but until they

bear fruit, what should a restaurant, hotel,

tour operator or other company do if it

receives a cease-and-desist letter from

an NPE? The following are some sugges-

tions which, separately or combined, may

improve your chances of success.

Seek counsel. Studies indicate

that the majority of demands do not ripen

into litigation. Still, that does not mean

they should be ignored. Upon receipt of a

demand, seek legal counsel. Your counsel

can suggest a variety of strategies to re-

spond to infringement claims (if appropri-

ate) and establish defenses to them.

Examine the claims. Often the

frst contact contains nothing more than a

claim that your use of some technology or

process may infringe an unspecifed right.

While there is usually a list of the allegedly

infringed patents, there is often no claim

chart showing exactly how your use of

the technology or process infringes those

claims. You need to see this and, more

specifcally, you need to demand it from

the NPE. If the NPE doesn’t provide it, that

may be the end of the interaction. Even if

they do, NPE claims charts are often less

than helpful. You may want to have them

examined by independent patent counsel.

Also, you may want that patent lawyer to

be different than your litigation lawyer, so

as to preserve the possibility of having the

patent lawyer give a favorable opinion that

you can publically rely upon.

Contact the manufacturer. A com-

mon tactic is for an NPE to send cease-and

desist letters to end users of technology.

In this case, contact the manufacturer. If

the manufacturer has been sued or taken

action against the NPE, you may be able to

stay any proceeding against you pending

the outcome of the manufacturer’s action.

Also, you may learn that the manufacturer

already has a license to the invention in

question, which may cover you as well.

And, as part of this review, look at your

manufacturer purchase agreement. It may

contain an indemnity from the manu-

facturer. Hint: Always try to include an

infringement indemnity in your purchase

agreements.

Do your diligence. Investigate

the owner of the patent. Determine how

active they are, the status of other cases

they may have fled and how those may

have been resolved, and identify other

companies that may have received similar

letters. With this information in hand, you

are in a much better position to plan a

defense and, perhaps, enlist the aide of

others in defending or negotiating a better

resolution of the claim. In this regard,

beware that in at least one case (Cascades

Computer Innovation LLS v. RPX Corpora-

tion et al), the NPE successfully argued

that the concerted activity between end

users in connection with the negotiation of

licensing terms raised anti-trust issues.

In some (relatively rare) instances,

you may want to fle your own lawsuit

against the NPE seeking a declaration that

the patent at issue is invalid and/or that

you do not infringe it. This is not the rule –

litigation is expensive and generally to be

avoided if at all possible. However, there

are situations where it can make sense.

Some examples of these are included

at this webpage: (URL). Again, walking

into court can be an expensive endeavor.

However, it is sometimes the only action

that will make an unreasonable NPE wake

up and smell the lower license fee, or bet-

ter yet, stop the next one from banging on

your door with its hand out.

What Can You Do?

The troll problem persists, but as

noted, it is not going unnoticed. With luck,

some of the changes above will be imple-

mented soon and businesses that have

been the subject of these claims can turn

their attention back to what they do best:

Legal - Patent Trolls

innovation. Until then though, caution and

intelligent pushback are the watchwords

of the day.

ScOtt Warner is an atorney

with Greg Duf and Company.

“OK…ignoring the patent troll guy is defnitely out. Any other brilliant legal strategies you might have missed…?.”


I R.A.N., I R.A.N. so far away...

As I sit in my room in Barcelona, I want to catch up on

SportsCenter (European sports seem to be all about sailing and

soccer). I try to hook my streaming device into the HDMI port

of the TV, and I am amazed to fnd that the HDMI ports have all

been locked down. I might understand this in a hotel trying to

prop up pay-per-view (PPV), but that is not true at this hotel.

They seem to have just locked out the ports to spite me as a

traveler.

For the most part, traveling internationally is fun, but

often the downside is the television content in the room. There

are few if any English-speaking channels, and if there is one,

it is always CNN International. If I have to hear one more time

about African micro-entrepreneurs…let’s just say content is

a problem. This is not just an American abroad issue; it is a

problem for travelers even in their own countries. As hoteliers

we can never deliver the right amount of content at the right

time to the right guest, and it is time we enable our guests to

deliver it themselves.

Chromecast, Amazon Fire TV, Roku and AppleTV are just

a few examples of devices that have become so easy to carry,

simple to use and inexpensive that they are becoming issues for

hotels. They are issues because guests are befuddled as to why

they cannot use these devices in the same manner as they use

them at home.

The buzz words are BYOD, BYOE, BYO. The problem is

the same: how do hotels deal with the proliferation of devices

(from iPads® and Galaxy S®5s to PlayStation® 3 and Xbox One)

that our guests are bringing into our rooms. How do we deal

with the shift from the Internet primarily being used as a busi-

ness tool to it being more about social and entertainment?

I am not about to argue the more-bandwidth-vs-more-

control vs. tiered pricing here. There have been several great

pieces on all aspects of these points in this magazine over the

years. I want to focus on what is happening in your rooms, on

your networks inside the gateway of your guest networks.

Millions of Chromecast sticks and Roku players have been

sold and Amazon just released Fire TV. Xboxes and PS3s have

been seen on our networks since they were released. Most

laptops come with HDMI out, and a quick search of Amazon or

EBay will yield hundreds of HDMI to whatever device you carry

dongles.

I know this is not headline news, but pay-per-view is dead.

I see you in the back of the room with your hand up, and I

am sure you are the one hotel that is actually making tangible

monies off of your system, or one of many vendors that has

a great ROI spreadsheet; but those are rare exceptions. PPV

is not able to deliver the content our guests want, or we have

been forced by studios and partners to price content so high

that our guests balk at the price.

With Netfix and Amazon, guests have access to hundreds

of thousands of titles, many for free with subscription, and we

simply cannot compete with that, nor should we. Hotels will

never know what episode of “24” room 102 is watching to

catch-up before the new season, or have that quirky Nicolas

Cage flm he did during his artsy phase. (BTW, I am two epi-

sodes into season three of “24” and prefer Nick in movies with

a little more action.)

Licensing is a big hurdle, and I do not have an answer

that will help our solution partners jump over it. Studios

are protecting a model that is no longer working. Until they

have the epiphany that guests are going to fgure out a way to

stream (legally or illegally) content to the hotel room, they

are not protecting anything. They are only putting us in a

position to say no to our guests. That leaves us in a position to

enable our guests to use the devices they have to watch what

1) We are still trying to hold

on to a PPV model, partially because

diamond and star ratings still include

this, and partially because some

brands require it, but mostly because

we still think we are offering an

amenity to our guests they really

want. While the case might be they

only use PPV because we have

disabled other options.

Room Area Networks by Jeffrey Stephen Parker

2) We are challenged by

supporting devices hooked up

to our TVs, so we lock down the

ports or make it impossible to

access them. This is not new. We

did it with component video and

S-video, we seem to be stuck in this

philosophy as an industry.

3) To address security

concerns years ago, we isolated

each device network session,

protecting guests from each other.

This now is biting us in the back

side, as guests are bringing in

equipment that needs to talk to

each other over our networks.

Potential Problems


they want. I have seen many a system promise to stream content from my guests’ devices, whether they be tablets or laptops, phones or cameras, but I have yet to see an elegant, simple in-room (versus in-lab) solution. Hoteliers need to push for this and vendors need to really f gure it out beyond the demonstra-tion f oor.

The answer is our networks, and this is something we can monetize if we do it right and set appropriate guest expectations. You already know WAN, LAN, PAN; it’s time to deploy RAN, room area networks, and set it up so your guests can do it on the f y as an upgrade. A RAN will let guests create a VLAN bubble for them to share content among different personal devices. A RAN is a value proposition to guests. A RAN can be sold.

In my perfect hotel room of the future, I would get a splash screen that offers free Internet, higher speeds for a price, and my own room area network that would allow eight devices that can all talk to each other and a bucket of bandwidth. The dream gateway would then create a custom RAN for the family, room 208 RAN or Jeff’s RAN, as part of the connection process, with its own SSID and key, and the f rst device would move over to the RAN automatically, with instructions for connecting all the other devices. The best part is: once the RAN is created, the other devices just need the SSID and a shared key to connect, because many devices that stream do not have browsers to authenticate with.

I know some HSIA partners are working on building RANs, particularly to deal with Chromecast. This needs to be simple for our clients, and that is a challenge. The current gate-

way technologies don’t have the intelligence to move a device to a new network seamlessly. Basically what has to happen on the back end is similar to some of the apps that are doing this, switching networks on the f y. The app for my scale at home can do it, and my washing machine app can do it, it has to be possible for our networks. I have to believe you can innovate something that makes the handoff easy. I hit a button on my phone and it f nds the nearest pint of Guinness, there has to be a way. In the short term, give them some easy-to-use instruc-tions to make the switchover.

For families, it’s a value as everyone has one or two devices. The parents can hook up an entertainment streaming gateway to the TV and change to channel 16, which is mapped the easy-to-access HDMI port, and stream whatever content they have at home on their tablet or even on one of these new USB drives that stream. This works for the business person that is catching an out-of-market White Sox game or using the screen to work on a presentation. If done right it can allow for that video call back home.

There is money to be made here, so it is self supporting, you can pay for it, or at least offset some other costs. You can still offer free Internet; this just becomes part of the tier system.

We are in the business of improving the guest experience. I believe if we can perfect the RAN, our guests will continue to run to our hotels.

JEFFREY STEPHEN PARKER, CHTP, is the vice presi-

dent and Chief Funologist for Stout Street Hospitality.

Room Area Networks


Room Automation Systems by Trevor Warner

The decline of video on demand was not a surprise to many people in our industry. Technology changed, habits changed, and society became on demand. The need to wait for a specif c show at a specif c time, or to pay for media content that could only be watched on one screen at that moment, was replaced by the convenience of on demand on my device on my time.

Convenience is the key word when any analyst looks at consumer trends. Society is a creature of convenience.

Consumers quickly moved their media consumption to the most con-venient device they carried with them. It might be the laptop, tablet or smart-phone, but it was ultimately the consumer device accessing the cloud.

We see the same trend in free-to-guest video. So much network content is online that guests have content to current shows, eliminating the need to DVR or tune in at a certain date and time. HBO viewership is now estimated at less than 2 percent of occupied rooms. The down-fall of live HBO was the introduction of HBO GO®. Live programing has become less convenient in our busy lives.

Hotels have the biggest, best screen in the room, but the guest is willing to watch his or her content on a tablet because it’s more convenient. Guests want to use the guestroom TV but we don’t have an affordable option to display their content. There are several companies who have conquered the challenge of allowing guests to display their content on the hotel TV. TV manufacturers have built in smart technology with preloaded apps. IPTV pro-viders and integrators can install hardware that allows for guest connectivity. However, the cost model is still very expensive and

it is still a work in progress. The questions remain: do we provide the technology to allow the guest to use the guestroom TV or do we allow the guest to bring in their own technology?

Multiple products are hitting the market addressing in room entertainment. The most notable is Google Chromecast. This device is the size of a USB stick and allows the user to access his or her content in the cloud connecting through HDMI to the TV. Chromecast is a device that bridges the gap between bringing in personal media content and f nding a way to easily move the media to the big TV in the room. The genius of Chromecast is that it is a hardware device. A hardware device that overcomes the primary hotel technology issue: guest user error. It uses the guest’s device and settings, and is already conf gured and ready to deploy.

Early adopters of Chromecast ran into two primary issues. First, Chrome-cast was not conf gured to work in the hospitality format. Chromecast requires a Wi-Fi connection to authenticate but had no ability to open up a splash page or bypass a splash page. Guests quickly learned that setting up a quick hotspot on their phone or through a mobile Wi-Fi device defeated the problem. Of course, to avoid heavy usage charges from mobile Wi-Fi, the guest had already downloaded the content. Rumors are Google will launch an upgrade that allows Chromecast to connect to a third-party network like a hotel. With this change, we would be one step closer to seamless integration.

The second and more prominent issue was the hotel TV. Typically, hotel TVs are locked down, meaning they don’t allow the user to change the input. The exceptions were hotels that had installed

There are four components that make

Chromecast a game changer:

1It is very small making it easy to

pack and carry.

2It is already confi gured with all of

the user’s settings and ready to go

once plugged in.

3It has a common connection (HDMI)

so no adaptor or retrofi t is neces-

sary.

4It’s easy-to-use, plug-and-play

capabilities allow the non-technical

to be savvy.

Introducing

Google's Chromecast

jack packs or had TVs that were not locked down. This is the next step in the evolution of inroom entertainment. How do hotels allow guests to use the TV without causing operational issues?

While Chromecast, the Roku Stream-ing Stick and others may not be the f nal solutions they are a major step forward in the evolution of entertainment and media. Hotels must adapt services to ref ect the guest habit. In the long run, this is a sig-nif cant change in the favor of the hotel. Now hotels must provide free-to-guest HDTV service at a cost of between $9 to $30 per room per month. With this evolu-tion, the cost will go down signif cantly and eventually go away. More impor-tantly, it’s one less technology service the hotel has to manage without the on site expertise to manage the product. There is nothing more frustrating than dealing with a guest issue without the expertise to solve the problem.

TREVOR WARNER is the presi-

dent of Warner Consult ng group.

He can be reached at trevorwarner@

warnerconsult nggroup.com.

Adapting services to ref ect the guest habit.


You would think that after more than a decade we’d fnally

be able to stop talking about Wi-Fi. The truth is, Wi-Fi is the

industry problem that won’t go away. For all the attempts at

future proofng (a concept I don’t really believe in), you would

think that we would fnally get past the issue.

Here’s a news fash that won’t surprise anyone – it’s not go-

ing to happen. We try to fx this problem that has existed for years

with technology that is on its way out and is inadequate to meet

the needs of our guests today, much less in the future. We con-

vince ourselves to do the minimum necessary only to fnd in a

year that we are facing the problem yet again and have to answer

that age-old question: Didn’t I just pay a lot of money to fx this?

That doesn’t mean, though, that we shouldn’t be trying. I

said earlier that I don’t believe in the idea of future proofng.

Room Area Networks by James Lingle

5 GHz

– Is It Worth It?

However, I do believe in the idea of future preparing. This is

where I believe that we make our biggest mistake. We don’t take

the long view. We are trying to solve the problem that we’ve had

for years with a technology that is already on its way out (albeit

slowly). In order to have a great guest experience you must have

two essential components – great bandwidth and great infra-

structure. Bandwidth is a topic for another day.

There are challenges to deploying a 5 GHz network. Wi-Fi

solution providers are just beginning to offer 802.11ac solutions.

Have they had the opportunity to test it in their labs and work

out the kinks? What is the brand position? How do you explain

the technological advantages to the non-technical people?

Let’s not forget the cost – it is the single biggest challenge

to this whole idea. Due to the smaller coverage area of 5 GHz,

The long view is 5 GHz.

In a nutshell here’s why:

1Open airwaves – Try as

you might you probably

cannot create a comprehen-

sive list of all the devices that

use the 2.4 GHz spectrum.

Bluetooth, ZigBee, cordless

phones, hotspot devices, mi-

crowaves and our own wire-

less access points are just a

few of the 2.4 GHz devices you

are likely to fnd in hotels to-

day. Much like 4G/LTE when

it was introduced, the 5 GHz

band is relatively free of detri-

tus and provides for a better,

faster experience. No, it won’t

last forever, but it will last

long enough to allow devices

and technology to take advan-

tage of the open airwaves.

2Device density and

capability – The aver-

age person carries 2.8 mobile

devices into a hotel. Most

of the world’s most popular

mobile devices now support 5

GHz coverage. While not all of

them support the AC standard,

it’s coming. The bottom line

is that our guests are using it

already so let’s enhance their

experience by building a bet-

ter network.

3New guest experience

opportunities and

operational effciencies –

Better networks will allow us

to deploy new technologies

that provide new guest experi-

ences (Apple TV, anyone?),

and mobile operational tools

that allow our teams to be

more effcient in their jobs

and their guest interactions.

4802.11ac – The AC stan-

dard was fnally ratifed in

January of 2014. Now many

of the hospitality-centric pro-

viders of equipment have in-

troduced their frst products

to service providers and they

are beginning to fnd their

way into the sales stream.

802.11ac offers many advan-

tages to address the concerns

that our industry faces particu-

larly device density. AC access

points are also backwards com-

patible if needed for older guest

technologies or heart of house

mobile technologies.

5Dual band APs – One of

the greatest advantages of

designing a 5 GHz network is

that you don’t have to abandon

coverage of the 2.4 GHz spec-

trum. Even if you don’t deploy AC

access points, your 802.11n ac-

cess points can still cover both

the 5 GHz and 2.4 GHz spec-

trum. This still allows you a net-

work design that will lower the

cost of deployment when you do

decide to move to 802.11ac.

WHAT HAPPENS AFTER CHECK-IN CAN MAKE OR BREAK YOUR REPUTATION.

HOSPITALITY EXTENDS BEYOND “WELCOME” WITH VIDEO, VOICE, DATA, AND MANAGED SERVICES.

A good guest review puts your property at the top of the list for travelers. We customize property-wide wireless Internet access,

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on the phone, so we can ensure the “just like home” experience your guests expect.

We take our role in providing a positive guest experience seriously – we want your guests to be happy as much as you do.

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brighthouse.com/hospitality

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a signifcantly larger number of access

points is required. If you add 802.11ac to

the mix, the cost goes even higher. Fac-

tor in the additional cabling and network

infrastructure, and all of a sudden it be-

gins to feel like the costs are getting out

of control. Any smart owner, asset man-

ager or operations leader will bring up

the cost issue frst. You will be asked to

provide an ROI on the additional cost and

that is a diffcult nut to crack on the best

of days. We work in an industry where

cost trumps many things. It is up to us to

make the sale.

In order to validate the cost of any

project, not just Wi-Fi, you need to focus

on three key areas – return on investment,

guest experience and brand standard.

Return on investment is the hardest

to validate for Wi-Fi. No one has to vali-

date the need for hot water, it’s simply the

price to be in business. Today, Wi-Fi is

the new hot water. It helps to quantify lost

business (particularly group or major

accounts) or customers that have indi-

cated they won’t return due to their Wi-Fi

experiences. If the owner is holding the

asset for a while or there is construction

in play, the ROI comes from doing it now

and not later, thus avoiding increased ad-

ditional costs. It’s cheaper to do it once

than to do it twice.

Guest experience is the single big-

gest selling point. The consensus is that

Wi-Fi is the No.1 issue in hotels and of-

ten in the entire chain. It ranks above

nearly every complaint you can think of

– bad mattresses, not enough towels, thin

walls, no hot water and noisy neighbors.

A well-designed and deployed network

will move this far down the list of issues,

bring higher guest satisfaction scores and

giving hotel operators a No.1 problem

that isn’t technology related.

So – is it worth it? Everyone is going

to have a different opinion. If you focus

on the short-term answer or the money,

then probably not. If you take the long

view, probably so. We will eventually

need to be there. I happen to believe that

there is here and now.

James LingLe is the an inde-

pendent consultant, formerly the

CiO and VP informaton technol-

ogy for Sage Hospitality. He can be

reached at [email protected].

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Front row (L to R): Michael Buckham-White, Agilysys; Greg Pesik, Passkey; Larry Hall, PAR Springer-Miller Systems; Seth Christian, Knowcross Solutions Pvt Ltd; Richard Corso, InnLink/TravLynx; Bruce Bensetler, Data Plus Hospitality Solutions; Mark Holzberg, Hospitality Technical Services, LLC (HTS); Sean O’Neill, Newmarket International; St John Murphy, NTT DATA Inc.; David Chestler, SiteMinder; Vivek Bhogaraju, IDeaS - A SAS COMPANY; Steve Gelb, MaximRMS; Susan Gregory, Ponterra Business Advisors; Connie Rheams, Indra; Lisa Israelovitch, Umapped; Trevor Warner, Warner Consulting Group; Second row (L to R): Don Hay, Digital Alchemy; Kristi White, Flip.to; Jay Troutman, Aptech; Mark Swanson, Immersion Companies Inc.; Mark Jarman, Guestware; Stewart Applbaum, Infor; Ron Dressin, RedRock Software; Mark Loyd, Multi-Systems, Inc.; Rod Jimenez, Sceptre Hospitality Resources; Cindy Estis Green, Kalibri Labs; Sherry Marek, Datavision; Ar-thur Waller, PriceMatch; Bryan Williams, B.Williams Enterprise, LLC; Third row (L to R): David Shaw, Postec, Inc.; Ursula Rhode, Genares; Ron Peterson, Blueprint RF; Evan Brown, ENG Infotech Corp; Hayes Thomas, ZDirect, Inc.; Jacob Dehan, NORTHWIND Canada Inc.; Jon Inge, Jon Inge & Associates; Barrs Lewis, TimeManagement Corporation; Chris Hemmeter, Thayer Ventures; John Burns, Hospitality Technology Consulting; Back row (L to R): Jeff Venza, Venza Group, Inc.; Chris Ruff, UIEvolution; Michael Waltman, Interactive Sites, Inc.; Peter Altabef, MICROS Systems, Inc.; Mike Gray, NEC; Alex Alt, Sabre; Mike Schmitt, Clairvoyix; Cris Davidson, FCS Computer Systems; Michael Garvin, RoamingAround Mobile Solutions; Greg Duff, Garvey Schubert Barer; Patrick Bosworth, Duetto; Not pictured: Bob Magliozzi, CENDYN; Frank Wolfe, HFTP; Josh Keatts, Ponterra Business Advisors; John Rovani, Ponterra Business Advisors

-ARCH�� s�.EW�/RLEANS��,OUISIANASCAN this page for a video from the CIO panel summarized on page 56.

Hospitality Upgrade | Summer 2014 www.hospitalityupgrade.com 53

Review by Kris Burnett

It is hard to believe that the Executive

Vendor Summit is in its 10th year. When

Richard Siegel, publisher of Hospitality

Upgrade, fi rst came up with the idea to

bring the C-level executives from the

technology providers together for two

and a half days each year, many thought

he was nuts. Who knew that in its 10th

year, the vast majority are repeat attend-

ees and come not only to take part in the

educational sessions, but to brainstorm

and network with the very companies

with whom they compete, yet many

times whom they compliment.

“There is no conference like this where

you interact with your peers; you

have the opportunity to listen to other

people’s point of view or competitors of

yours in some cases,” said Sean O’Neill

of Newmarket International.

This year’s event was held at the Omni

Royal Orleans in New Orleans, La. The

conference began with the annual golf

tournament, which was held at the Eng-

lish Turn Golf & Country Club, one of the

few properties that was able to operate

immediately after Hurricane Katrina

in 2005. The crosswinds proved highly

challenging, but at least afforded quite

a few laughs. To show how challenging

the course was (we will just blame the

course and the wind), the winning score

was an even par. First place went to:

Jay Troutman of Aptech, Susan Gregory

of Ponterra Business Advisors, Michael

Buckham-White of Agilysys and Mike

Gray of NEC. The longest putt made was

also by Gregory, and the closest to the

pin was a shot by Michael Waltman of

Interactive Sites. It was already a tough

course, and the wind, with gusts up to

25 mph, made it even tougher, but fun.

Session 1: The 5 Stars

Legacy: The Leader’s Role

in Driving a Culture of

World-Class Service

In the fi rst session, Bryan Williams, chief

service offi cer of B. Williams Enterprise,

LLC, described some of the tools and

perspectives to not just meet, but to

continually exceed your customers’ ex-

pectations. He stressed the importance

of teams being not only exceptional, but

consistent. Most importantly, he em-

phasized how leaders have an important

role in driving a culture of world-class

service and encouraging a service-driven

team.

Session 2: Legal Corner:

Successful Contracting in

the Lodging Industry

After a very productive examination

of leading fi ve-star service teams and

developing effective leadership tactics,

Greg Duff, owner, Garvey Schubert

Barer, led a discussion on contract terms

as they apply to technology companies

in the lodging sector. Topics covered

included contract structure, service level

agreements (SLAs), indemnifi cation,

privacy and data security, cloud-based

services and statements of work. Duff’s

presentation opened quite a bit of dis-

cussion over indemnity across borders

and the continuing concern over data

security.

Session 3: Real World M&A

Deal Experiences: Investor

and Seller Perspectives

Familiar face, John Rovani of Ponterra

Business Partners, covered the current

trends in mergers and acquisitions, and

was joined by panelists Chris Hem-

meter, co-founder/managing director,

Thayer Ventures; Barrs Lewis, former

CEO, TimeManagement Corporation;

and Sean O’Neill, chairman, Newmarket

International.

Rovani opened with, “It has been a very

successful year.” And, his panelists were

just two examples of many large acquisi-

tions within the technology sector in the

last year. (TimeManagement Corporation

was bought by Agilysys and Newmarket

was acquired by Amadeus.)

As Rovani mentioned, private equity

has been extremely aggressive in the

industry, and now private equity groups

are eying this space because they see

the enormous potential. Another point

he noted was that “India is a market

that is exploding.”

O’Neill agreed that many have taken

notice of the industry. “I think it’s a great

time to be in this industry,” he said.

“There is a lot of interest (within it).”

On the fi nancial/venture

capital side, Hemmeter ex-

plained what his company focuses

on when looking at companies like

these. “It is way more about growing the

business and getting behind great teams

than fi nancial engineering,” he said.

Lisa Israelovitch, Umapped founder and

CEO, asked Hemmeter, “When you are

investing in a company and you know

you accept a risk, what are two charac-

teristics of companies you invest in?”

Hemmeter pointed to the companies

themselves and their teams’ focus.

“There is this incredible magic about a

team or leader who is willing to micro

pivot in pricing policy and this sort of

mandate of focus. The ability to pivot is

so vital,” he said. “The most important

thing is the magic.”

Bryan Williams:

“People who feel

underappreciated will either

quit and leave, or they will quit

and stay… Whenever

you bring down your

expectations, you demotivate

your hardest workers.”


From the audience, Cindy Estis Green of Kalibri Labs asked what effect the sale of TravelClick would have on the hotel industry. (Venture capital fi rm and majority owner Genstar sold the company to private equity group Thoma Bravo for $930 million recently.)

Rovani said, “There is an enormous amount of new competition in the space from companies like SiteMinder. I don’t think TravelClick will be able to raise prices because of that… The track record of B2B players going public (with a few exceptions in this room) has not been that great.”

Hemmeter agreed with Rovani and said, “Hotels will have choices; there is more competition.”

Regarding acquisitions themselves, both Lewis and O’Neill cited the importance of having a third party, especially since many of these relationships deal with businesses your company has most likely dealt with before or still does.

“It’s great to have a plan,” O’Neill said. “You need to think about getting an advi-sor… Someone who knows the industry and knows the players.”

Lewis agreed, “What I needed was knowledge, knowledge in a very particular place.”

When asked by John Burns of Hospitality Technology Consulting about how you prepare for sale, O’Neill said, “You have to look at what

kinds of things not to do. You have to look at

fi nancial reporting… If you haven’t been looking at

your business that closely, that’s a good place to start. Know your audience, try to be realistic.”

Lewis agreed and added, “It’s an arduous process, but it’s a fun process.”

Lastly, Rovani asked the panelists if there had been any pain points.

Lewis recommended that companies have discipline on their team; an example is that the fi nancials have to be consistent between different meetings.

O’Neill stressed doing the right things and keeping a moral compass. “You want to wake up the next day and be able to face your team, (and feel the same as you did the day before),” he said.

Session 4: Seizing

Opportunity

After a quick break, Larry Hall, presi-dent and CEO of PAR Springer-Miller Systems, moderated an open session focused on seizing the opportunity – the pitfalls and potential benefi ts. Hall led a lively discussion with the audi-ence covering emerging technologies, resource allocation and speed to market, as well as the decision process, nurtur-ing innovation, adoption curves and human capital… and is mobile actually overrated? To see what the audience thought, here is an actual excerpt from the session:

Larry Hall said, “At (a conference) this January, Michael

Deitemeyer, president of Omni, was at a panel discussion and he made this statement for Omni Hotels: ‘No keyless entry systems, no self-service devices, no mobile check-in at any Omni Hotels.’ And I took notice; that was an interest-ing statement to make.

“…First let’s put out some statistics: 9 percent penetration rate for mobile check-in for the hospitality industry in the U.S. Only 53 percent of the U.S. population has mobile phones (smart-phones). So is Michael right? Is this mobile thing overblown, overrated? Are we all kidding ourselves? Or is Michael wrong?”

Kristi White of Flip.to said, “...I think it depends on the caliber of the hotel, and a hotel of this caliber, I would suspect that most customers, while probably more tech savvy, don’t want the mobile check-in; they do still want that personal interaction. If I had a lower caliber hotel where I don’t necessarily expect the higher level of service, then it might be OK. The other piece of it would be, do I have to download an app, because if I’m a one-time guest at your

Bryan Williams:

“It’s never OK to intentionally not do your job… The last person I serve at

the end of my shift should not feel like they are the last person you served on

your shift. Consistency is the key.”

John Rovani:

“You have to have a relationship with and trust the people you

work with.”

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hotel, I’m not going to download

an app to do mobile check-

in and eat up space on my

phone. I think we’re a long

way from people doing that

as a regular basis, because

(as part of the) service indus-

try, I expect a certain level of

service.”

Connie Rheams of Indra said,

“I don’t know if it’s overrated

or underrated. As an industry,

at this point, you’re just replacing

a process, and as a guest, what

do I get out of that? I don’t have to

stand in the line, that’s what I get out

of that today, right? But, if there was

some added value and I could see all the

rooms, the largest rooms, and pick my

room number and fi nd some incentives, I

think the guest would be more incented

to use this kind of technology. I think

today it’s just so basic, we’re trying to

cross off one little piece of getting into

a hotel, when in fact when I check in,

I hope to charm the front desk agent,

and get a really nice room. I think that

interaction may pay off and that’s why I

go stand in that line.”

Jacob Dehan of NORTHWIND Canada,

Inc. said,

“I really give a lot of credit to the young

generation, and if a person like me

would make a statement about what

they think is right, I’ll be wrong, but why

don’t we ask the new generation what

would they like. So my comment would

be he would be wrong every year more

and more as the young generation be-

comes the consumer of the hotels, and I

think we just have to cater to them.”

Larry Hall said,

“What Deitemeyer added during

his remark, he said, ‘We can solve the

check-in problem operationally better

the old fashioned way than with mobile.’

Think about what he is saying. If I

(preregister) you and cut your key, there’s

nothing faster than walking up to the

front desk, showing them who you are,

and grabbing a key. You can’t do check-

in any faster than that regardless of your

device. And that was really the point

he was trying to make: no enhanced

operational benefi t.”

Mike Gray of NEC said,

“… I have a 36-year-old son and an

80-year-old mother. My son has devices

in each hand and doesn’t talk to any-

body. My mother, who has more money

than my son, she picks up the phone

and dials zero. And the hotel or chain

needs to be prepared to deal with both

of those wide scenarios if they have any

hope of staying relevant.”

For a full transcript of this highly interac-

tive session, please go to:

http://www.hospitalityupgrade.com/

EVS2014_Hall_SiezingOpportunity

Session 5:

The Year Ahead

Straight from

the CIO’s Mouth

The last day of the confer-

ence, one of the most popu-

lar sessions of the summit

focused on a panel of CIOs

who were willing to share

their current challenges,

their future technology plans,

and their visions and strate-

gies for the year ahead.

Richard Tudgay, vice presi-

dent, technology, Omni

Hotels & Resorts moderated

the panel which included

Mike Blake, CIO, Commune

Hotels & Resorts; Page

Petry, CIO, Americas, Mar-

riott International; and Greg

Taylor, vice president technol-

ogy and chief information offi cer,

Kimpton Hotels & Restaurants. Be

sure to view the view clip and see what

they said about working with technology

vendors.

Here is an excerpt from the session

opening:

Richard Tudgay, moderator said,

“It’s interesting that as CIOs, we

defi nitely compete against each other,

our hotels defi nitely compete… but

we all talk all the time. We talk a lot;

we bounce things off each other, and

one of the things we talk a ton about is

vendors. There’s no question about it….

Something we all talk about is, ‘Well

how did the installation go?’”

Mike Blake said,

“I want to allay some of your concerns;

when we talk amongst ourselves,

seriously… we never talk about price.

We never, we kind of draw the line on

a lot of things, and we never talk about

price. So we never say, oh we’re getting

Greg Duff:

“The Amazons and Microsofts of the world

(if you look at their terms); they can do

whatever they want with your data….

Many vendors require people not use

Microsoft for that reason and request

smaller cloud-based service providers.”

www.hospitalityupgrade.com Hospitality Upgrade | Summer 2014 57US +1(855) 205-2500 | Int. +1(703) 565-2177 | UK +44 (0) 203 318 5720 | France +33 (0) 9 75 18 37 31 | ponterra.com | [email protected]

For expertise in the global travel, hospitality, foodservice, retail

technology and services industries, contact John Rovani, Managing

Partner, for a confidential valuation and exit roadmap consultation.

Our team’s clients are our best advocates. Find out

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their businesses for sale to maximize their exit

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process for you, so you can focus on

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this and such and such, what are you

getting. We make sure that there’s a fi ne

line between – I think it’s rather a black

and white line – between that which we

can talk about and that which we don’t

talk about. We do have various venues

and opportunities where all the CIOs do

get together and we do talk, and it’s a

double-edged sword. If you have a great

product and we have a great experi-

ence, it’s fantastic. But if we happen to

have a rough install or something crazy

happens, that kind of gets around pretty

quick...”

For a link to the video recording of the

panel session in its entirety, please go

to: http://www.hospitalityupgrade.com/

EVS2014_CIOsTheYearAhead

Session 6: You’re Hired!

Now Don’t (Ever) Leave

The fi nal session was led by 10-time

summit attendee, Jay Troutman of Ap-

tech Computer Systems, who discussed

the challenges of fi nding, hiring and

keeping good people in the industry. As

a company that has been in business for

40 years, Troutman has seen his share of

changes in the indus-

try, his business and

in the hiring process.

“We fi nd it’s worth

the effort (investing

in our employees),”

he said. Not only

does his management

team share regular

updates with the staff

members, but Aptech

also splits the profi ts

within the company each year: one-third

goes to the owners, one-third goes to

the employees and one-third goes back

to the company.

Ursula Rhode pointed out the benefi ts

her company, Genares Reservation

Services, has gained by developing a

team of older and younger employees to

create a mentor/mentee relation-

ship where they can learn from

each other and help the company

in many areas.

For a viewpoint from outside the

company, Troutman also cited the

benefi ts of having an advisory

board from an accountability

perspective.

Bruce Bensettler of Data Plus Hospital-

ity Solutions added that some from the

industry may only advise in a limited

capability though. “The more sophisti-

cated people who could contribute the

most were no longer willing to do so

because of the liability,” he said. “(But)

they were willing to serve as part of a

board of directors.”

When asked how bumpy the road was

over the years when creating a profi t

sharing program, Troutman said the

bumps were worth it. “After all those

things came into play… now I think

the culture is very solid.”

As Troutman said, it’s very hard to

fi nd good people, but his company has

been able to create consistent growth

of 20 to 25 percent year over year for

quite a while – a trend, he wouldn’t

mind continuing.

Many of the event attendees appreciate

the opportunity to meet others in their

fi eld, and many enjoy the educational

sessions. Peter Altabef of MICROS

enjoyed both and said, “Hospitality Up-

grade (hosts) a tremendous conference.

The team here has put together a great

group of panelists, a great group of

participants, and the interaction is open

and fl owing, and it’s learning... what I

really appreciate from the best confer-

ences is the ability to learn. Networking

is important, but learning is special, and

this conference gives you both.”

O’Neill, a repeat attendee as well,

agreed, “I say the same thing to Rich

every year and I always mean it... Each

time I leave (the Executive Vendor Sum-

mit), there is no question I’ll be back

next year if I’m invited.”

From watching the Nola

Pelicans beat the L.A. Clippers

in the fi nal minutes of the game, to

enjoying the result of a bananas foster

cooking class, ideas were shared, new

contacts were made, and many vowed

to return again for next year’s Executive

Vendor Summit.

Special thanks to 2014 Executive Vendor

Summit sponsors: Garvey Schubert

Barer, Ponterra Business Advisors, HFTP,

and our own Hospitality Upgrade and

Hotel-Online.

Chris Hemmeter:

“This is a seller’s market and

it’s going to be for a while.”

Sean O’Neill:

Regarding setting a moral

compass: “You are

representing every single

person in the business.”


��

��

��


Now comes the

second Machine

Age, in which

a number of

signifcant advances

in technology will

again bring us to an

infection point of

tremendous change.

The SecoNd MAchiNe Age [Review by Monika Nerger,

global cio, Mandarin oriental

hotel group]By erik Brynjolfsson and Andrew McAfee

[What to read]

If you are a fan of Ray Kurzweil, Isaac Asimov

or William Gibson, The Second Machine Age: Work,

Progress and Prosperity in a Time of Brilliant Tech-

nologies will confrm everything you have read that

robots will replace the drudgery of human labor, and

that artifcial intelligence combined with the digitiza-

tion of everything will provide exponential progress for

humanity.

According to the authors, two MIT professors with a cau-

tiously optimistic view of the future, the invention of the steam

engine was the defning moment which led to the entire Industrial

Revolution – an era in which humans overcame

the limitations of muscle power. The steam engine

substantially improved productivity in manufacturing,

subsequently spreading to innovation in transpor-

tation – most notably the steam engine and the

steam ship, which changed the way the world was

connected.

Now comes

the second

Machine Age, in

which a number

of signifcant

advances in

technology will

again bring us to an infection

point of tremendous change

and opportunity vis-a-vis the way we live and experience

the world. The authors defne a number of simultaneous

advances – Moore’s Law, the connectivity of people and

things, and the notion of “recombinant ideas” in which

previous discoveries in technology can be reused and

combined to create further innovation – which are expe-

diting technology in unimaginable ways. From Google’s

Chauffeur Program (driverless cars) to Baxter the Robot,

technologies which were predicted to be impossible for decades or

more have become reality in a short period of time.

Brynjolfsson and McAfee caution that whilst these rapid devel-

opments in technology will usher in a new period

of well-being for society, not everyone will beneft

equally. They offer thoughts on how to mitigate

this increasing divide, from reforms in education

to encouraging entrepreneurship. They further

identify the risks associated with an increasingly

connected world and present a sobering per-

spective on the potential dangers. Despite these

caveats, they conclude with a relatively positive

view of what lies ahead.

This is not just a book for science fction

buffs. This is a book about technology as it is

evolving – the Internet of Things, Big Data, 3-D

printing, robots and more – and the exponential

transformation we are about to experience. For any technologist, I

suggest putting this on your must-read list.

What's on your bookshelf?Is there a book you would like to share with HU readers?

Share with us:

[email protected]

What's

on the BooKSheLFover the years, we’ve had numerous conversations with industry leaders and often one of the

topics that we discuss is the latest book read. We thought it would be fun to share some of these

booklover conversations with our readers. here are what our industry leaders are reading.[ ]


As shelves full of new business books vie for the reader’s attention, an old friend continues to inf ltrate their ranks: Up the

Organization. This classic, frank and engaging guide to business still rates the attention of readers today. The challenges Avis faced are the challenges that every business faces today: Start-ups can become institutions, vendors can grow complacent, and executives can lose sight of their core business in pursuit of quarterly earnings.

Townsend had a business to run – Avis – and it had to try harder because it wasn’t No.1. Instead of trying to brush that fact under the rug, Avis embraced it, and it became the corporate rallying cry for change. The motto, “We’re No.2. We try harder!” helped Avis grow

[Review by Page Petry, cio, Americas,

Marriott international]

If you are a basketball fan you will enjoy this book. If you never watched a basketball game in your life, this book may well get you to a game. If you are a leader looking for inspiration on how to move your team forward you might f nd that this book will provide the jolt you need.

In Eleven Rings: The Soul of Success, Phil Jackson shows he is more than a storied basketball player and coach; he is a successful leader. With the gift of storytelling he shares with us his leadership style through a journey to 11 NBA championship titles. Six times with the Chicago Bulls and f ve times with the Los Angeles Lakers, Phil motivated his players, capitalizing on their individual strengths and competitive nature to drive them to win.

Phil never waivers from his management beliefs but shows us that he is susceptible to missteps along the way – all of which require thoughtful recalibration to get back on track. This is a humbling experience for even the most experienced of leaders.

Managing owners and players with strong personalities, varying skills, per-sonal objectives that are not aligned with the franchise and sometimes just not wanting

to work sounds like the challenges leaders face every day. Phil shows us how having faith in your players, leveraging individu-als strengths, the ability to identify and grow talent, along with having a strong sense of purpose can all come together to achieve a cohesive winning team.

It is time to download this to your e-reader, take some time out for yourself, and get a dose of Phil Jackson and his philosophy of coaching.

[Review by carl Weldon,

chief executive, hoSPA]

It is always more interesting to read about somewhere that you have just visited and that has real history. I didn't realize just how much my recent trip was steeped in history.

After a long weekend at the Corinthia Hotel in Malta, I picked up this book about the Great Siege of 1565 when the might of the Ottoman (Turkish) Empire was ready to take over the rest of the world. All of the events that are described in the book took place on the island I had just explored. A small set of 500 Knights of St. John (also known as the Knights Hospitaller) defended the island and its main harbours with some soldiers and inhabitants against a hugely superior force – defending the harbour forts of St. Elmo and St. Angelo – and the gateway to the rest of Europe.

It was bloody and brutal, and this book provides an excellent f ctional version of what could have happened to a young English defender caught up in the events. You f nd yourself holding your breath waiting for the siege to start, rushing through the main heroic defence of St. Elmo and both cheering and sad at the end – knowing that this may just have been what happened.

You end up appreciating the sacrif ce – and the history. I had not realized that the main town of Valetta (named after Jean

Parisot de Valette – the Grand Master and Commander) that now guards the main harbour was only built after this siege because the island survived and needed fortifying for the future.

If you like history at its most vivid – about the sacrif ce of the few for the greater good – and then want to visit the location – then this book is for you!

more than 400 percent and surpass Hertz. Townsend's manage-ment style was bold and cut-to-the-chase; his writing style and the organization of the book is the same.

Townsend never wasted a word. He painted the picture that appreciated employees produce more and stay longer. Given opportunities to grow within the company, employees are generally more productive and more loyal to the company. His biggest warning was how easy it is for people at all levels of management to lose sight of their core business.

[Review by don hay,

President, digital Alchemy]UP The oRgANiZATioNby Robert c. Townsend and Warren Bennis

So many great books.cLASh oF eMPiReS: The gReAT Siege, By William Napier

[What to read]

eLeVeN RiNgS: The SoUL oF SUcceSS, By Phil Jackson


Property Management PagesAgilysys 64, 118

Cenium 64, 118

Infor 65, 120

iTesso 66, 120

MICROS Hotel Solutions 67, 121

Multi-Systems, Inc. (MSI) 67, 121

NORTHWIND-Maestro PMS 68, 121

PAR Springer-Miller Systems 69, 121

ResortSuite 70, 122

Sabre Hospitality Solutions 71

Back Offce

Data Plus Hospitality Solutions 81, 118

RHR Systems, Inc. 106

Business Intelligence and

Data WarehousingAptech Computer Systems, Inc. 74, 118

Clairvoyix 80, 118

Datavision Technologies, Inc. 82

Channel ManagementChannelRUSH 78, 118

eRevMax 84, 119

CRM and Guest Relations/E-marketingCENDYN 77

Digital Alchemy, LLC 83, 118

Flip.to 87, 119

Guestware® 89, 119

HeBS Digital 90

Vizergy® 114, 122

ZDirect, Inc. 116, 122

Distribution/CRS/Internet ReservationsAmadeus IT Group S.A. 73, 118

Genares Worldwide Res. Svcs. 87, 119

InnLink/Trust International 94

Passkey International, Inc. 102, 121

Sabre Hospitality Solutions 107

Sceptre Hospitality Resources 108, 122

SiteMinder 109

Electronic Locks and SafesKaba 96, 120

VingCard Elsafe® 113, 122

Enterprise Resource Planning (ERP)Cenium 77, 118

Guestroom Technology, Internet, Other In-room

Services and Wireless TechnologyBlueprint RF 76

Chetu 78

Eleven Wireless, Inc. 83, 119

Guest-tek™ 88, 119

Hospitality Technical Services (HTS) 92, 119

Hotwire Communications 92, 119

PhoneSuite® 102, 121

Inventory Control/RFID/PurchasingAdaco, Inc. 72

Clear Sky Software, Inc. 80, 118

InvoTech Systems, Inc. 95, 120

Moreton Bay Technology Pty Ltd 100, 121

RedRock Software 105, 121

TrackIT, LLC 112, 122

Mobile SolutionsFCS Computer Systems 86, 119

HandHeld Hospitality™ 89, 119

RoamingAround, LLC 106, 122

StayNTouch Inc. 110, 122

Vocera Communications, Inc. 115, 122

Payment ProcessingMerchant Link 99, 120

Shift4 Corporation 109, 122

Point of SaleAgilysys 72, 118

MICROS Food & Beverage Solutions 100, 120

Response ManagementFCS Computer Systems 86, 119

Guestware® 89, 119

Knowcross Solutions 96, 120

tracNcare 113

Revenue ManagementInfor Hospitality, EzRMS 93, 120

MaximRMS 98, 120

The Rainmaker Group 104, 121

Sales and CateringNewmarket 101, 121

Spa and RecreationBook4Time 76, 118

Pipeline Index


AgilysysNorth America; Europe;

Middle East; Asia Pacifc

agilysys.com

See also page 118 POS, PMS, Spa, Golf, S&C, Self Service, Condo Acctg.,

Inventory/Purchasing, Document Mgmt.

Agilysys is a leading developer and marketer of

proprietary enterprise software, services and solutions

to the hospitality industry. The company specializes in

market-leading point-of-sale, property management,

inventory and procurement, workforce management,

analytics, document management and mobile and

wireless solutions that are designed to help hospitality

operators create lasting connections with their guests

by streamlining operations, improving effciency and

enhancing the guest experience. Agilysys serves

casinos, resorts, hotels, restaurants, foodservice

venues, stadiums and cruise lines.

Property Management SolutionsAgilysys Lodging Management System®

Agilysys Lodging Management System (LMS),

recognized as one of the hospitality industry’s

premier property management solutions, automates

every aspect of hotel operations, from reservations

and credit card processing to accounting and

housekeeping. LMS runs 24/7 and links customers'

gaming accounts to hotel accounts for evaluating

comp decisions. It's Web-enabled, with a versatile

foundation that supports a Hotel Technology Next

Generation (HTNG) standard application programming

interface (API).

Agilysys offers Check In-Out from It Just Works

Software, which allows for line-busting features from

an Apple® iPad®. Some of the features include:

• Locate guests arriving today

• Verify guest information

• Capture guest signature and check-in

• View room cleaning status

• Add/change guest services information

• Process room upgrades

• Process charge differences

• Cashier ID tracking/user tracking

• Display guests departing today

• Display guest folio, email folio and checkout

Agilysys Visual One™ SuiteWith interfaces to leading global distribution

systems (GDSs) and other Agilysys products, Visual

One™ PMS offers a reliable, scalable software solution

for full-service hotels and resorts. Add any mixture

of modules to create the ultimate propertywide or

chainwide management solution, enabling improved

guest relationship management, enhanced business

performance analysis and increased proftability.

New integrations include:

• Enhanced Delphi XML interface

• IDeaS Rate Recommendations

• Fusebox Tokenization (Elavon)

• Brif3 Tokenization (Servebase)

• Konami Casino Gaming interface

Agilysys Insight™ Mobile ManagerAvailable for both Visual One PMS and Lodging

Management System (LMS), Insight™ Mobile

Manager is a mobile dashboard application that

allows hotel managers to view key information

about the property, quickly and easily, from a

mobile device. The solution contains panels of

strategically organized data elements, including

remaining arrivals, remaining departures, VIPs,

total guests, rooms, house status, housekeeping,

revenue, groups, group rooms remaining and

reservation summary. Users simply tap on each

panel to drill down and obtain more details.

Document Management SolutionAgilysys DataMagine™ is a document

management solution that transforms paper

records into electronic images that are then

archived for on-demand access. Increase security

and functionality while realizing organizational

process improvements. The software’s U.S.-

patented imaging module seamlessly integrates

with business applications, linking critical

documents to key transactions.

The DataMagine DocFlow module provides

electronic routing for enterprise document

approval and processing. Automate business

processes by routing documents electronically,

capturing approvals and other critical information

for processing. Users then approve documents

via email. The result is a complete packet of

documents ―captured at different stages ― linked

together with common indexes.

For more information about Agilysys hospitality

solutions, visit www.agilysys.com or call (877) 369-

6208.

CeniumLas Vegas, Nev.

cenium.com

See also page 118

ERP, Financials, PMS, POS Rest./Retail, S&C,

Procurement, Activities, Spa, Golf, Homeowner

Acctg., CRS, CRM, Loyalty, BI

The Cenium Hospitality ERP product can be a

centrally hosted or premise-based solution that

provides a complete integrated IT infrastructure

for hotels, casinos and other complex operations.

This technology platform eliminates the need for

properties to purchase, interface and upgrade

myriad software systems for full propertywide and

enterprisewide communications and reporting. It’s

one solution, one database, all Microsoft.


Award-winning RolloutCenium is based on Microsoft Dynamics™, a line

of f nancial, customer relationship and supply chain

management solutions that helps businesses work

more effectively. The system replaces all peripheral

property software while providing interfaces to all

key hardware devices, including phone systems,

electronic locking systems, energy management

systems and television/in-room entertainment

solutions.

While hospitality groups were busy collaborating

on how to more easily integrate, deploy and support

products from multiple vendors, Cenium was

rolling out its ERP solution to more than 246 hotels

internationally.

• “Having evaluated numerous solutions and

undertaking a rigorous selection process,

Cenium’s ERP solution is delivering a completely

new and refreshing solution to the hospitality

market. The richness in the product suite,

coupled with the strength and industry expertise

of the Cenium team were the driving reasons for

our decision.”

– Ken Fasnacht, CFO of Silver Reef

• “The biggest opportunity we see with Cenium is

long-term cost reduction. Cenium delivers a very

quick ROI. And, if we want to do a resortwide

initiative, we can do it at 20 percent of the cost

because we aren’t involving four to f ve different

vendors. In addition, development time is

considerably reduced. Cenium delivers custom

functionality overnight vs. three to six months

for other vendors to produce the same thing.

Cenium is the absolute best solution for Blue

Mountain Resort and it's available today at a

fraction of the cost of what we have been paying

to multiple vendors.”

– John Gowers, director of IT, Blue Mountain

For more information contact Cenium at (877)

6Cenium or email [email protected].

InforNew York, N.Y. (Global HQ)

infor.com/hospitality

See also page 120

PMS, RMS, CRS, Financial Mgmt., Workforce Mgmt.,

Asset Mgmt., Digital Marketing Mgmt., Business

Intelligence/Analytics, Mobile, Cloud

A Better Experience for EveryoneInfor Hospitality applications enhance business

with a unique 360-degree approach to experience

that focuses on both employees and guests.

Beautiful, intuitive user interfaces power integrated

suites to simplify work processes from back off ce

to front desk, so staff can serve smarter and faster.

Infor’s breakthrough technology helps: focus on

the service details that build brand loyalty; get

insight into decision-making patterns and spending

behaviors to drive topline growth; and implement

end-to-end eff ciencies to improve bottom-line

performance.

Hotel ManagementWith Infor HMS organizations can manage

critical functions such as operational tasks, online

reputation, social media interaction, in-context

business intelligence and alerts that push relevant

information to specif c users so they can take

immediate action. Plus, users can def ne the system

interaction to match the way they do business with

customizable screen design and process f ows. Infor

HMS offers mobile applications and cloud or on-

premise deployment that fundamentally changes the

way work is done.

Call Center Management Whether reservations are delivered through

third-party agents, channel booking partners or a

call center, the solution integrates and distributes

data about guests, inventory and rates across the

company.

Financial ManagementGrow revenue and cut costs with Infor

SunSystems and Infor Inf nium f nancial

management systems for hotels and casinos. Users

get a reliable view of hospitality-specif c f nancial

performance across their entire organization,

and are able to adapt to challenging business

environments. Plus, they easily comply with industry

regulations and best practices.

Budget Automation, Strategic Reporting and Analytics

Infor Dynamic Enterprise Performance

Management (d/EPM) is one of the industry's f rst

and only platforms for truly real-time, in-context

decision making. Analyze key metrics such as

occupancy rates and prof tability by outlet, and

increase prof tability with analytics built to meet

the unique needs of the multifaceted hospitality

industry.

Revenue Management (EzRMS)EzRMS™ is a fully automated revenue and yield

management system, available and affordable

for large international hotel companies and the

independent hotelier. Developed using the latest

business forecasting and optimization technologies

and delivered in a SaaS model, EzRMS provides

enhanced functionality with a simple and practical

implementation not featured in competitive

solutions.

Workforce ManagementControl workforce costs, increase revenue

and adapt to changing conditions on the f y with

Infor WFM (Workbrain). Get the right skill, in the


right location, with the right shift and rotation.

Stop spinning wheels on tactical scheduling and

compliance issues today.

Enterprise Asset ManagementProactively manage assets and maintenance

activities to identify key trends and anomalies,

forecast performance issues and make forward-

looking decisions that improve labor productivity,

equipment availability and warranty cost recovery.

Better Data, Faster Service and a Stronger Bottom Line

Enhancing profts may seem at odds with pleasing

guests. Yet more than 14,000 hotels, resorts and

gaming properties worldwide are able to manage

their reputation, build customer loyalty, streamline

operations, deliver exceptional guest experience and

maximize revenue potential – with Infor Hospitality,

one of the only hotel software solutions that

manages every area of the business from a common

platform.

For more information call (800) 260-2640 or visit

www.infor.com/hospitality.

iTessoAtlanta, Ga.

itesso.com

See also page 120

PMS, POS, Back Offce/Acctg., Condo Mgmt.,

Enterprise Systems, Camp/Retreat/Conference

Center Mgmt., Group and Event Planning

iTesso has its roots in the hospitality business,

where many were frustrated with the PMS and CRS

options available, so the team at iTesso created

its own – one that they know works. The resulting

system is much more than just another PMS or CRS.

It’s hospitality technology the way hoteliers need it –

with both guest-facing and staff-facing mobile apps,

and dashboards with relevant information to support

critical decisions.

The iTesso Enterprise Lodging System is a

revolutionary new concept in hospitality software.

There’s no hardware or software to purchase or

install, allowing for quick and easy replacement

of legacy PMSs/CRSs. iTesso leverages the power

of the cloud to work equally well for independent

properties as it does for global hotel chains with

multiple properties. In addition to comprehensive

functionality, iTesso delivers additional benefts

including:

• Multiple data sources – iTesso created software

that fulflls users’ needs, without forcing them to

abandon the systems they’re happy with. iTesso

will not merely interface with the software and

data that stays in place, but integrates with those

systems.

• Cloud-native software – Provides scalability

and high availability. With iTesso, there is

no investment in servers and maintenance

contracts, no downtime for system updates and

no local backups.

• Browser-based software – This means no new

hardware is required on site. The system can

be managed from any current PC or Mac with

Internet access, as well as from tablets and

even smartphones.

• Intuitive – iTesso has made sure that all

screens are as user friendly as possible, to

minimize staff training and associated costs.

• Software as a service (SaaS) – Rather than an

upfront capital investment, iTesso is offered

as a service at a convenient and affordable

monthly operational cost.

• All-inclusive pricing – One affordable monthly

fee includes the software license, support and

maintenance fees, a Web reservations module

for the hotel website, a number of standard

interfaces and e-learning training.

• E-learning – iTesso has created brief e-learning

courses, which staff can take between tasks in

preparation for the switch to iTesso. Traditional

classroom training can also be provided.

• Minimal on-site presence – An iTesso account

manager will visit the hotel a few days before

going live and will remain until after the

switch. Additional training can be provided and

interfaces are taken live. This typically requires

no more than four days on site.

• Proactive helpdesk – iTesso carefully monitors

each installation to identify any potential issues

before the user even notices, and contacts the

property with a solution.

• Channel management – iTesso also includes

channel management functionality, allowing

the hotel to connect directly with distribution

channels such as OTAs and the GDSs. This

provides a single image inventory, and

reservations are created automatically within

the system, eliminating manual input.

• GDS representation – iTesso can represent

a property on the GDS using its own chain

code TS so the user can manage rates and

restrictions for its GDS channel directly from

iTesso.

The iTesso system may be used as a CRS or as a

distributed multiproperty PMS with links to iTesso or

a third-party CRS.

For more information, please visit www.itesso.

com or call (404) 687-0040.

Don't miss the recent

installations on page 118.


MICROS Hotel SolutionsColumbia, Md.

micros.com

See also page 121

PMS, CRS, Business Intelligence, S&C,

CRM, Yield & Revenue Management

The MICROS team is happy to announce that

the popular food and beverage inMotion application

will be expanding to the hotel world. Now MICROS

inMotion will give hoteliers access to essential

current hotel data and analytics at a glance. Key

performance indicators (KPIs) such as arrivals pace,

departures today, ADR, REVPAR and occupancy

will be fed directly from MICROS and OPERA to the

inMotion application at regular intervals. Use the

housekeeping screen to measure and track the

team’s daily progress, view the number of departures

and arrivals remaining for service and adjust staffng

as needed. Keep an eye on the critical sales and

KPIs for today, month to date and year to date all

from a mobile device.

In addition, the MICROS OPERA Mobile

application has been expanded to include

comprehensive information for in-room attendants

and guest service agents. In-room attendants now

have even more visibility to key guest information

including traces and wake-up call information,

allowing for more synergy between front desk and

housekeeping. In-room attendants are also provided

with an easy assist button, giving them instant

response in case of an emergency or if general

assistance is required. Guest service agents can

now further assist arriving guests by easily and

instantly recognizing if they are a return guest or if

they are a new guest to the property. Additionally,

they can quickly confrm if the room is on queue.

Guest reservation information now easily displays

any association with a company, travel or source

and airline loyalty programs, including their member

level. The check-in process with OPERA Mobile is not

only swift with the new Walk In feature but also more

secure with the introduction of the new encrypted

credit swipes.

This summer, in collaboration with Microsoft

and Intel, MICROS will release the newest addition

to the MICROS mTablet family of mobile solutions.

The MICROS mTablet E-Series blends affordable

hardware and extended battery life with all of the

enterprise-grade capabilities provided by MICROS

software. This sleek yet durable solution will be

available in two convenient sizes: an 8-inch hand-

held version designed with on-the-go hotel staff in

mind, and an 11-inch version that is both fully mobile

and fully compatible with the MICROS mStation base

for the added fexibility of a workstation option with

full peripheral connectivity.

MICROS has also introduced the revolutionary

MICROS Engagement Feature, which is a rich user

interface featuring an ultra-modern look and feel with

interactive live tiles. This feature introduces a fuid,

beautiful touch experience to the highly customizable

tool while providing advanced capabilities that will

signifcantly raise the bar on what a modern hospitality

interaction should be. When using the MICROS

mTablet combined with the MICROS Engagement

feature, staff members will be able to perform multiple

activities from one device, including making guest

interactions and transactions extraordinary.

For more information about MICROS’s latest

product releases, please visit www.micros.com or call

(866) 287-4736.

Multi-Systems, Inc. (MSI)Phoenix, Ariz.

MSISolutions.com

See also page 121

Guest Management, Property Management, CRS,

Payment Processing, Mobile Solutions,

Sales and Catering, Loyalty

Company OverviewMSI’s hotel cloud solutions are modern, reliable

and trusted by thousands of properties. MSI hotel

cloud technology is simple to use, accessible anywhere

and uniquely integrated. MSI’s superior customer

service and support, combined with innovative and

competitively priced guest management solutions,

have successfully served hoteliers for more than 23

years.

MSI TrūCloud™ is a suite of modern, cloud-

based hotel solutions for independent hotels and

small to large hotel chains. Unique in its design, MSI

TrūCloud™ combines a world-class PMS, CRS, CRM,

sales and catering, mobile, secure payment services

and chain management functions under one umbrella.

The intuitive, true cloud services require no hotel-

based infrastructure or any special networking needs

such as VPN, and provide overall solutions for most

hotels’ technology needs.

Claim to FameMSI succeeds by placing highest priority on

associates and customers. The company delivers

frst-rate customer service and quality products

from its core of hotel and technology experts. MSI

associates center their work ethics on ingenuity, loyalty

and gratitude. MSI guiding principles incorporate

partnerships, open communication and fun, with a

team passionate for excellence.

Key CustomersMSI solutions are brand mandates for Extended

Stay Hotels, InTown Suites, La Quinta, Oxford Hotel

Group and Value Place. MSI solutions are brand

preferred or approved solutions for Americas Best

Value Inns, Best Western, GrandStay Hospitality,


Hawthorn Suites by Wyndham, Hyatt Place, Hyatt

Summerfeld Suites, Kelly Inns, Pomeroy Group, Vantage

Hospitality and Wyndham.

MSI TrūCloud™ Hospitality Solutions

Hospitality solutions include:

• MSI CloudPM™ true cloud GMS employing

exclusive MSI CloudConnect™ and MSI CloudSync™

technology to ensure users are always online;

accessible anytime, anywhere.

• MSI CloudCRS™ fully integrated central reservation

services and channel management.

• MSI CloudPay™ Payment Card Industry Data

Security Standard (PCI-DSS) approved solution;

provides secure, compliant credit card authorization,

processing, electronic funds transfer and point-to-

point encryption (P2PE).

• MSI CloudCRM™ Guest Loyalty management

system; provides loyalty programs, online loyalty

guest portal, chainwide full guest history and cross-

booking functions.

• MSI CloudCRM™ National Sales management

system; provides national company tracking, policy

management, PMS integration and online national

company portal for national companies.

• MSI CloudSAM™ sales and marketing management

providing integrated sales and marketing for guests,

companies and events.

• MSI CloudMobile™ mobility for MSI CloudPM™

operators and guests in relation to check-in,

checkout and operations-oriented, task-based

messaging.

• MSI CloudSync™ uninterrupted connectivity in

Internet disruption. All transactions automatically

synchronize to the cloud; added security provides

for hotelier’s data safety and recovery.

• MSI WebRES™ online booking solution; allows

guests to book Web reservations directly into MSI

CloudPM™ and WinPM™.

Other Property Management SolutionsOther property management solutions include:

MSI WinPM™ and MSI WinSAM™ comprehensive

GMS for select to full-service hotels. WinPM integrates

with MSI solutions and interfaces with industry guest

service systems, third-party CRSs and GDS services.

MSI NiteVision™ fexible, easy-to-use PMS solution

that supports a wide array of industry-standard

interface services, CRSs and GDSs, and has strong

extended-stay features.

For more information, please visit www.msisolutions.

com or call (800) 331-7890.

NORTHWIND-Maestro PMSMarkham, Ontario, Canada

MaestroPMS.com

See also page 121

Multiproperty PMS, S&C, CRM, Web Booking, POS,

Big Picture Analytics, Dynamic Yield, Spa, Activities,

Loyalty, Owner Mgmt., Membership, GDS

NORTHWIND-Maestro PMS, founded in 1978, is

a preferred property management system of leading

independent hotels, resorts, conference centers and

multiproperty groups.

Maestro provides 21 integrated modules on a

single image database that may be implemented

on premise or hosted. Maestro gives operators a

360-degree view of guests and operations at every

touch point. NORTHWIND-Maestro delivers business

solutions and management services that help hoteliers

maximize productivity, proftability, drive direct bookings,

personalize service and engage guests.

Maestro is PCI certifed, supports HTNG standards,

and may be hosted on the Web or deployed on property

via various options, including Windows, Linux, VMware

and terminal services.

Maestro: Multiproperty Integrated PMS for Independents

Features include:

• Front offce • Sales and catering

• ResWave booking engine • Spa and activities

• Dynamic yield • Membership

• Big picture & best bus. data • Loyalty

• CRM/e-CRM • Online group mgmt.

• Smart e-messaging • POS

• Central reservations • Table reservations

• Gift card • Resortwide ID card

• Two-way GDS • Condo/timeshare

• Housekeeping • Golf

• Work order/inventory • Marina slip mgmt.

• iPad® check-in/out • Maestro cloud

• Web PRO (Pre-reg. online) • SMS messaging

• Guest exper. measure. (GEM)

Maestro’s New EnhancementsWeb Maestro. Full-featured Maestro PMS with its 21

modules is now available as a cloud-enabled, browser-

based platform option. Users may also use Maestro

locally via browser access on the same database in real-

time for one or more properties.

Direct Help and Online Tutorials. NORTHWIND

provides a new e-learning website with instant user

access from any Maestro PMS feld. It gives users

real-time, in-depth video training for optimized system

utilization and staff productivity.

Enhanced Guest Engagement Tools. Maestro

now offers enhanced iPad mobile communication for

housekeeping. Staff can remotely update room statuses

and provide guest convenience by text messaging

guests when their room is ready.

Expedia Direct Connect. It reduces operators’ online

booking costs and provides reservation delivery, rate

Put your news in front of over 25,000 readers

for $175 on Hotel-Online.

Email [email protected] [email protected].


setting and availability controls. Channel-based

dynamic yield strategies allow independent yielding

controls for each channel.

WebPRO (Pre-registration online). WebPRO

makes it convenient for guests to self-serve their

registration via online/mobile. It speeds check-in

and provides pre-arrival information to hotels for

planning. WebPRO is an effective guest-engagement

touch point that also stimulates ancillary spend.

ResWave2 Booking Engine – Lower Cost

Real-time Direct Bookings. ResWave 2 is mobile

optimized for real-time booking of rooms, activities,

dining and spa on all channels. It has also been

enhanced with new guest request options for

rooms and amenities to ensure guest booking

satisfaction.

Industry-leading Diamond Plus Service. One

of the most comprehensive support and services

programs in the industry, Diamond Plus Service

ensures Maestro is working optimally and keeps

property staff fully trained for maximum productivity.

The service includes North American-based 24/7

support; on-demand, expert training remotely or on

site; eLearning website; Help Direct (eLearning and

Knowledgebase directly from Maestro menu); live

webinars; and version upgrades.

Management Services to Maximize Productivity.

NORTHWIND provides management strategies;

productivity audits; data mining, business analysis;

database confguration; and revenue best practices.

Web Connection Services to Drive More Direct

Bookings. Web Connection Services include group

and promotion landing pages, mobile websites,

Google Analytics integration, booking pages

customization, e-marketing and best practices.

For more information about NORTHWIND, please

visit www.maestropms.com.

PAR Springer-Miller SystemsStowe, Vt.

atrio.com

See also page 121

PMS, Enterprise, CRS, Internet Res.,

Club/Spa, Condo/Timeshare, Tee Time, POS

The Embassy Suites at the Chevy Chase Pavilion Moves to the Cloud with ATRIO POS

The Embassy Suites Hotel at the Chevy Chase

Pavilion, a Destination Hotels & Resorts property in

metro Washington, D.C., has successfully deployed

the built-for-the-cloud ATRIO POS.

With this deployment, PAR Springer-Miller

achieves a signifcant milestone with the expansion

of the ATRIO Hospitality Technology Platform and

secures its reputation for technology innovation.

ATRIO POS, the next-generation point-of-sale

system, reduces the total cost of ownership (TCO) for

hoteliers and management companies by embracing

true cloud computing, minimizing on-property

technology and reducing implementation and training

costs to increase staff effciency and productivity.

Located on the doorstep of Washington, D.C., The

Embassy Suites Hotel at the Chevy Chase Pavilion

prides itself in delivering a thoughtful, upscale hotel

experience. Welcoming touches like a cooked-to-

order breakfast and evening manager’s reception,

showcase the dedication to exceeding guest

expectations for service and value.

“The transition to ATRIO POS was quick and

smooth because it is innovative and the navigation

is similar to what you would see on a smartphone.

That made it a lot easier and a lot more comfortable

for our staff,” commented Jeff Brainard, area general

manager for The Embassy Suites. “The team has

been unbelievably responsive and positive. I have

another hotel in (Washington) D.C. and I plan to

install ATRIO POS.

“Our staff needed almost no training to use ATRIO

POS,” said Brainard. “The system minimizes the

learning curve and prevents new user frustration by

being so easy to use. We’re very comfortable with the

online product support, it’s like using social media.”

“ATRIO POS represents an essential module in our

ATRIO suite of products and we’re thrilled with the

success of the Embassy Suites installation. The team

from the Embassy Suites did a great job supporting

the product launch,” said Larry Hall, president and

CEO of PAR Springer-Miller. “The property team

helped exercise our objective of ‘zero training’ with

our true cloud-based ATRIO products.”

By leveraging the multibillion dollar investment

Microsoft made in Windows 8 and its Windows

Azure platform, ATRIO POS delivers value with its

purpose-built-for-the-cloud architecture. ATRIO POS

eliminates the need for costly on-premise servers

and complicated setup. It is also built to support

operations in an offine mode; should the Embassy

Suites lose connectivity to the internet, outlets can

continue service uninterrupted.

ATRIO POS builds upon the successful

implementations of ATRIO Guest Experience

Management, representing the true promise of

feature velocity and the expandable ATRIO platform.

PSMS utilizes agile development methods to expedite

the release of new modules, such as ATRIO POS, as

well as frequent releases of product enhancements.

New features are delivered in weeks or months as

opposed to years.

Read the complete case study about The

Embassy Suites Hotel at the Chevy Chase Pavilion

and ATRIO POS online at ATRIO.com.

See what's new at

www.hospitalityupgrade.com.


ResortSuiteEnablez Inc.

Toronto, Ontario, Canada

resortsuite.com

See also page 122

PMS, Spa/Activities, F&B, S&C, Club, Golf, Ski, Retail,

Concierge, Web, Dashboard, E-marketing, Mobile

A New Leader in Integrated Hospitality SoftwareFor more than a decade, ResortSuite has managed

guest information and streamlined operations

for some of the most prestigious hotels, resorts,

spas and clubs in the world. Unlike other available

hospitality software, ResortSuite is built on a guest-

centric technology platform. This enables properties

to manage their businesses more effciently and

provide exceptional guest service. HTNG and PA-DSS

certifed, ResortSuite extends its guest-centric design

with data mining capabilities and integrated one-to-

one e-marketing, social marketing, Web and mobile

user experiences. ResortSuite is built on Oracle, an

industry-leading database software and provider of

business-critical information systems. Complemented

by a rich development methodology and powerful

architecture, each application is consistent, well

designed and easily confgurable.

Engaging the Massive Mobile and Social Networking Audiences

Extending a property’s brand to millions of mobile

device and Facebook users, ResortSuite’s MOBILE and

SOCIAL applications create interactive experiences

that provide an unprecedented level of simplicity,

convenience and customer engagement. They allow

businesses to promote their services, customize their

messaging and generate additional revenue while

harnessing the phenomenal reach of mobile devices

and Facebook activity worldwide.

Improving Guest CommunicationArriving through a partnership with leading

e-marketing technology provider, ExactTarget,

ResortSuite CONNECT is an integrated e-marketing

tool that offers email capabilities, facilitates viral

communication and delivers personalized, targeted,

timely, measurable and revenue-generating email

messages.

New Paradigm in the Reservations ProcessResortSuite WEB is a high-performance,

customizable and automated online booking engine.

Fully integrated with PMS, spa, golf and retail gift

cards, WEB performs real-time seamless transactions

against live inventory requiring no costly third-party

tools or manual entry. Guests fnally enjoy a one-stop

shopping experience for all reservations.

Driving Business DecisionsResortSuite DASHBOARD is a business intelligence

application that helps guide businesses by providing

real-time insight into KPIs, data and metrics.

Supporting daily decision making, DASHBOARD

monitors performance and indicates potential

opportunities and/or issues at a location or

enterprisewide.

PA-DSS CertifcationResortSuite has been PCI PA-DSS validated across

all modules. By using tightly integrated modules,

with no interfaces required, it eliminates many of

the connection points where security holes and

exposures to breach can occur. ResortSuite also

uses tokenization technology from Shift4 so that it

completely eliminates the need to store any credit

card numbers in the Oracle database.

Hotel Technology Next Generation (HTNG) Property Web Services Product Specifcation

ResortSuite works closely with the HTNG

community and supports the association's

industrywide initiatives around standardization. In

2009, ResortSuite was able to successfully certify its

solution against open HTNG specifcations. In 2012,

Frank Pitsikalis, ResortSuite’s founder and CEO, was

appointed vice-chair of HTNG’s frst vendor advisory

council.

Full-service Luxury Hotels, Resorts and Boutique Hotels

ResortSuite eliminates many system interfaces,

enabling hotels, resorts and boutique properties

to run its entire single or multiproperty location(s)

via one database server. This elicits tremendous

advantages for all departments, including, the deep

customer knowledge stored and accessible via the

single guest record/profle and viewable propertywide.

Private and Public ClubsResortSuite’s customer relationship management

approach is well suited to the needs of a diverse

operation that has to manage memberships, room,

retail, activities, golf, dining and events.

Destination and Resort SpasDesigned to manage any size spa, the SPA solution

satisfes the multifaceted needs of a destination,

hotel or resort spa. Powerful guest profling,

multidimensional scheduling and booking capabilities

optimize resources and minimize booking time.

For more information please visit www.resortsuite.

com.

Be sure to check out the reference guide section

in the digital editionfor contact information on all the vendors listed in the pipeline.


Sabre Hospitality SolutionsSouthlake, Texas

sabrehospitality.com

PMS, CRS, Online Distribution, Booking Engine,

GDS, Internet Marketing, Website Design,

Online Media, RFP Solutions

Streamlined Property OperationsSabre PMS is Sabre Hospitality's fully integrated,

robust property management system designed to

enable the user to provide superior service to the

guest's stay. The property management system

features an easy-to-understand and navigate room

board – giving instant access to the information that

a front desk clerk needs for any aspect of the guest

stay. To this end the thoughtfully designed Sabre

PMS software anticipates the needs of staff and

guests.

This fexible, yet function-rich property

management system allows the single property

owner to manage operations with custom

confguration, and the multiple property owner to do

the same with top-down enforcement of branding

standards.

As a cloud-based system, the need for property

IT hardware, software and IT staff becomes largely

unnecessary.

Sabre PMS is fully integrated with SynXis CRS

and features:

• On-board training video and role-based user

groups and permissions that ensure staff is fully

trained.

• Modules that include housekeeping,

accounting, profles, reporting and revenue

management.

• A single platform for cross-selling between

hotels for property confguration and rate

management for multi-unit property owners.

Contact Sabre at [email protected] to learn

more about the Sabre PMS and see a product

demo.

Hospitality Solutions provides distribution,

operations and marketing solutions to the hotel

industry. Delivered primarily through a software-

as-a-service (SaaS) model, Hospitality Solutions is

used by more than 18,000 properties around the

world. Its integrated reservations systems, property

management system, distribution and marketing

services help hotels increase revenues, identify

savings and improve customer service.

For more information, visit www.sabre

hospitality.com.


Adaco, Inc.Norwalk, Conn. USA;

London; Singapore

adaco.com

Procurement, Recipe Mgmt., Foodservice Mgmt. Systems, Inventory & Cost Control, Supplier Mgmt.,

Food Cost Analysis, Supply Chain Mgmt.

Adaco Analytics – a Powerful Business Information Tool for Hospitality Operations

Building on the data-rich platform of Adaco.NET,

Adaco Analytics provides new levels of reporting and

visibility for hospitality operations. Using a powerful

data analytics engine, combined with industry-spe-

cif c functionality, Adaco Analytics offers customers

a greater insight into their procurement and inven-

tory operations to drive further eff ciencies. Adaco

Analytics offers a set of industry-specif c dashboards

and key performance indicator reports. By identify-

ing relationships between different activities and

costs, these can be further tailored by Adaco or the

customer.

Steve Mansf eld, chief sales off cer, Adaco, said,

“Many of our customers experience great eff ciency

gains when moving to a platform like Adaco.NET. Our

new Analytics tools give immediacy of data and allow

much greater analysis of patterns and trends to drive

even greater return on investment.”

Adaco North America – Moving with Industry Trends

Adaco continues its major drive with software as

a service (SaaS) in North America and a signif cant

amount of new properties and upgrades completed.

In addition to bringing immediacy of data and insight

through analytics to the customer base, development

work has been completed to provide industry-leading

data management tools and enhanced electronic

links to suppliers for purchase to pay including cata-

log management, invoice matching and electronic

supply chain – complimented by PDF invoice recogni-

tion. Smaller suppliers simply save the invoice and

email in a PDF format and it can be read in the same

way as major electronically linked suppliers. The sup-

plier requires no special software at its end.

Adaco.NET – a Global SolutionWith 50 percent of its customers now outside

North America, Adaco continues to strengthen its

position as a solution of choice for full-service, inter-

national hotel groups. Recent wins in Europe and the

Middle East include prestigious properties such as

The Dorchester, London; One Aldwych in London; a

number of new international brand properties in Tur-

key and the Middle East and the European properties

of The Shangri-La Group.

“Our ability to handle multiple currencies and

languages, as well as provide effective data man-

agement tools, implementation and support across

Europe and the Middle East adds to the rich function-

ality of Adaco.Net,” said Mansf eld.

Adaco Mobility – Moving with Industry Trends

Recognizing the hospitality sector’s desire to

adopt mobile solutions, Adaco has continued its de-

velopment of mobile procurement and inventory solu-

tions. Using durable platforms such as the Motorola

ET1 tablet, users can access inventory, purchasing

and requisition functions of Adaco.NET with or with-

out an Internet connection. This provides important

f exibility for larger properties and resorts. Items

can be scanned and data synchronized with master

inventory data later, delivering greater f exibility when

managing food, beverage and hospitality operations.

For more information, contact sales at (203) 838-

3700.

Agilysys Hospitality SolutionsNorth America; Europe; Middle East;

Asia Pacif c

agilysys.com

See also page 118

POS, PMS, Spa, Golf, S&C, Self Service, Condo Acctg.,

Inventory/Purchasing, Document Mgmt.

Agilysys is a leading developer and marketer

of proprietary enterprise software, services and

solutions to the hospitality industry. The company

specializes in market-leading point-of-sale, property

management, inventory and procurement, workforce

management, analytics, document management and

mobile and wireless solutions that are designed help

hospitality operators create lasting connections with

their guests by streamlining operations, improving

eff ciency and enhancing the guest experience.

AnalyticsAgilysys Analytics™

Agilysys Analytics 2.0 is a reporting and

analytics subscription service that leverages the

data in InfoGenesis POS to help users gain critical

operational insights. Dashboards deliver the key

performance information needed. Reports can be

created on the f y to answer ad hoc questions, and

then distributed automatically across the enterprise.

Features in Agilysys Analytics 2.0 include:

• Cross-enterprise reporting for InfoGenesis™ SaaS

• Reporting for check sales, discount, item sales

and tenders data

• Dashboards to integrate multiple reports into a

single source of insight

• Mobile device support


Point of SaleAgilysys InfoGenesis™ POS

Agilysys InfoGenesis POS is a comprehensive

point-of-sale solution for food and beverage

operations that require fexible enterprise

confguration, market-leading offine forgiveness and

superior scalability. The systemÕs service-oriented

architecture (SOA) enables extensive interfaces to a

wide range of host systems. InfoGenesis POS version

4.4.4 features include:

• InfoGenesis Flex Ð full POS terminal functionality

on a Windows¨ 8.1 tablet

• InfoGenesis Mobile Ð optimized for guest-facing

order taking and pay-at-table scenarios, on a

7-inch Android tablet

• Signature capture on terminal or via MSR

across InfoGenesis Flex, InfoGenesis Mobile and

InfoGenesis stationary terminals

• Certifed on Microsoft¨ Windows Server¨ 2008

R2 and Microsoft SQL Server¨ 2008 R2

• PCI and PA-DSS compliant, SSAE16 Type 2

assessments and full point-to-point encryption

(P2PE) for both online and offine modeP2PE

Inventory and Procurement SolutionsAgilysys Eatec® Software

The Agilysys Eatec¨ system provides core

purchasing, inventory, recipe, forecasting, production

and sales analysis functions, and is unique in

offering catering, restaurant, buffet management and

nutrition modules in a single Web-enabled solution.

Version 3.5 contains the following highlights:

• Sustainability tracking, recipe approval and RQA

process

• Increased automation in features such as

batch production requisition, school calendar

requisition generation and PO generation from

cycle plans

• Pre-validation of variance, cycle counts, desktop

access to EatecExchange bid import task

Agilysys Stratton Warren System (SWS)Agilysys Stratton Warren System (SWS) is an

industry-leading inventory and procurement software

solution that manages the entire supply chain

process at one location or across multiple properties.

Recent enhancements include:

• Auto bids scheduling

• Ability to send standard reports via email

• Combine cross-company purchase orders or

receivers to one vendor invoice

• SWSDirect portal v. 2.1 with RFP functionality,

dynamic vendor selection at line level, bid

comparison grid and usability enhancements to

the registration wizard

Workforce ManagementAgilysys Workforce Management Solution™ (WMx)

WMxª is a feature-rich suite of workforce

management tools that helps hospitality

professionals improve decision-making, reduce

labor costs and empower employees. Tools include:

• Performance-based scheduling

• Dynamic labor forecasting

• Employee self service

• Multiple time capture solutions

• Seamless integration to numerous POS, PMS,

inventory and payroll systems

• Affordable Care Act schedule compliance

For more information about Agilysys hospitality

solutions, visit www.agilysys.com or call (770) 369-

6208.

Amadeus IT Group S.A. Madrid, Spain

amadeus.com/hotels

See also page 118

CRS, PMS, RMS, E-commerce, Distribution,

Content, Call Center, Business Intelligence

Amadeus believes the future of travel requires

Amadeus and its customers and partners to work

together to deliver a travel experience which will

be connected, personalized and sustainable.

Amadeus' purpose is to shape this future of travel

in collaboration with its customers and other

industry players.

Amadeus Hotel ITAmadeus offers solutions for next-generation

hotel management focused on delivering a single

view of rates, inventory, reservations, content and

guest information plus enhanced distribution and

merchandising tools. Built to enable hotel business

and brand transformation, AmadeusÕ solutions

are based on open technology and offered as

a software-as-a-service model (SaaS), which is

less expensive and more fexible than traditional

solutions for hoteliers. Its solutions allow hoteliers

to be more agile in delivering innovative guest

services, generating new revenues and responding

to market changes. In 2013 Amadeus reinforced its

vision and position in the hotel IT business with the

acquisition of U.S.-based Newmarket International.

Amadeus Hotel DistributionComplexity continues to defne the hotels

sector Ð both the fragmentation of the selling

channel as well as changing guest preferences

driven by major geographic shifts and attitudes.

Amadeus brings value to both the hotelier and the

seller by providing the content and the technology

to meet the needs of todayÕs guests. By working

in partnership with hoteliers, Amadeus is able

to ensure travel agents and travel management

companies remain relevant by giving them what

they require to deliver customer value when it

comes to hotels. The key to Amadeus' advantage is


having visibility of the total spectrum – hotelier, seller

and guest – which allows it to drive complexity out of

the industry, a key requirement to ensure innovation

fourishes.

Amadeus connects some 300 of the world’s

leading hotel providers with its global community

of travel agencies. Via its various hotel reservation

channels and solutions, Amadeus gives hoteliers

the possibility to target and sell their rooms and

rates to business and leisure travelers globally. In

addition, Amadeus offers high-value marketing and

promotional solutions and services for hotels to

reach the right booker with the right offer at the right

time. Amadeus gives its booking customers access

to 235,000+ unique hotel properties and 690,000+

hotel shopping options, via custom-built reservation

applications which are effcient, effective and tailored

to the way its business partners operate.

Amadeus LinkHotelThrough Amadeus LinkHotel, Amadeus connects

independent hotel properties and small to medium-

sized chains to the multi-GDS and online travel

community, and offers a range of marketing services

to help member hotels automate their distribution

and promote their offers worldwide. Additionally

LinkHotel provides full commission consolidation

and handling services to member hotels and booking

agencies, ensuring that all hotel commissions are

paid and received effciently and on time. This

service, together with booking automation, increases

travel agency confdence in booking smaller and

independent hotel brands. Amadeus LinkHotel

gives any hotel, anywhere in the world the ability

to distribute, market and sell its rooms to a global

audience.

For more information about the global Amadeus

Hotels offer visit www.amadeus.com/hotels.

Aptech Computer

Systems, Inc.Pittsburgh, Pa.

aptech-inc.com

See also page 118

Business Intelligence, Budgeting and Planning,

Enterprise Back Offce Accounting

HRI Lodging Selects Targetvue Budgeting and Execuvue® BI to Simplify Reporting at 17 Hotels

Aptech Computer Systems is an IBM Software

Premier Solution Provider and Value Plus Partner.

Aptech is one of the only providers of a fully

integrated enterprise accounting, business

intelligence (BI) and planning ecosystem for the

hotel industry. Its solutions create standardized

operating data from multiple systems for one or

more properties that enable fast, intelligent business

decisions.

HRI Lodging, LLC (HRIL) will install the Targetvue,

Execuvue® and Proftvue® systems for its 17 hotels.

HRIL selected Aptech’s systems to simplify property

reporting, data collection and budgeting/forecasting

for its expanding portfolio. Aptech will host HRIL’s

systems from its secure data center in Pittsburgh, Pa.

Execuvue and Targetvue are More Cost Effective than Other Systems

In mid 2013, HRIL expanded via a joint venture

with MetWest Terra Hospitality to operate six

additional hotels. “MetWest had its own fnancial

systems, as did HRIL prior to the joint venture,” said

Alan Baer, senior vice president fnance for HRIL

and CFO of MetWest Terra Hospitality. “Our team

visited Aptech offces to assess capabilities and the

company’s culture.

“We selected Aptech because it has extensive

experience with growing multiproperty, multi-PMS

operations like ours,” Baer said. “Aptech’s Targetvue,

Execuvue and Proftvue solution suite is also more

cost effective than upgrading our existing systems.”

Execuvue Jump Start Reports will Track HRIL’s Financial Processes

Baer said HRIL will take advantage of Execuvue’s

pre-confgured jump-start report packages for

faster goal achievement. “We do lots of reports for

ownership. Aptech’s integrated platform for Targetvue

budgeting and forecasting, Execuvue business

intelligence and Proftvue back offce will automate

our fnancial processes,” Baer said. Aptech will

also provide a mobile-ready dashboard so HRIL can

remotely oversee performance for all properties.

Execuvue is an IBM Cognos-based ASP enterprise

hospitality business intelligence application that

enables faster goal achievement for large and small

hotel companies.

Targetvue is Aptech’s hospitality-driven budgeting

and forecasting solution. Aptech joined forces

with PROPHIX to develop a totally new budgeting

and forecasting application fully integrated with

its Proftvue accounting and Execuvue business

intelligence systems. Targetvue eliminates the need

to correct and recombine multiple spreadsheets for

consolidating and reporting.

Proftvue is a widely used, thin-client, Internet-

enabled enterprise back offce solution that easily

handles single or multiproperty and multicompany

accounting, and incorporates accounts payable,

general ledger, statistics and fnancials. Proftvue is

available as an ASP service or on a licensed basis.

Webvue is a Web-based extension of Proftvue

that supports property accounting and reporting.

Webvue is designed for limited-service hotels and

scalable to large enterprises. It enables properties

to quickly and easily send and access fnancial and

statistical data and generate reports online. The

system provides real-time access to fnancials at any


• Be proactive, not reactive operationally and fi nancially.

• Get your team up and running effortlessly with the Industry’s

largest selection of hosting, pricing and product solutions.

• Make quick, accurate decisions across multiple properties.

Aptech tracks and reports fi nancial and operational data

on the fl y for business decisions, your way.

Ready. Set. Grow!

APTECH

Business IntelligenceIntegrate, organize and analyze

data across multiple systems with

Execuvue

Budgeting and ForecastingAutomate and integrate planning,

budgeting and forecasting with

Targetvue

Back Offi ce AccountingCustomized, web-enabled solutions to fi t

virtually any operating environment with

Profi tvue

www.aptech-inc.com | 800-245-0720 | [email protected]

Call today to learn how Aptech’s software solutions can increase your profi tability.

Are you ready to grow?


time from any location, and is centrally controlled and fully secure.

With more than 3,200 property clients, Aptech recognizes that each professional in the hospitality industry views accounting differently. The company delivers customized, Web-enabled solutions that can ft any operating requirement.

Aptech has led the hospitality market for 40 years by leveraging change, valuing human relationships and applying technology to solve complex business problems. Experienced hotel industry professionals support all of Aptech’s applications seven days a week and 24 hours a day.

For more information about Aptech and its products, please contact Cam Troutman at (800)

245-0720 or email [email protected].

Blueprint RFNorcross, Ga.

blueprintrf.com

Managed Network Solutions, Business Centers, Guest Internet Services, Wireless Technology,

Dashboards, Kiosks & Remote Check-in

Blueprint RFWhat’s in a name? Blueprint RF. In this company

name the “RF” stands for radio frequency. Blueprint RF is an expert network services company with a strong background in wireless design and support.

Blueprint RF provides integrated network solutions specifcally tailored to hospitality – fully

managed guest access and connectivity, back offce

and business center workstations and printers. Blueprint RF network services are turnkey (site survey and design, complete installation – including structured cabling and 24/7/365 support services).

Blueprint RF features a technology-forward, comprehensive and single seamless platform featuring circuit aggregation, content prioritization, guest access control (brand standard portal pages), premium bandwidth packaging and a variety of PMS interfaces for guest folio billing.

Blueprint RF’s dashboard gives hoteliers real-time network performance metrics including daily guest use statistics, device uptime, detailed call logs, circuit consumption reports, guest logs by traffc

type and more. The dashboard’s graphical design is easy to use and understand, enabling hoteliers to quickly pinpoint any issues that may impact guest satisfaction levels.

Network Platform Blueprint RF views a hotel’s network as its central

nervous system. At the hotel network core, Blueprint RF introduces

a modern controller, Dominion – a single, seamless appliance delivering a comprehensive list of network management features including:

• Multiple circuit aggregation and load balancing – up to 1gbps throughput

• Gateway functionality for guest access control, portal pages, guest folio billing and guest premium bandwidth packages

• Policy-based packet shaping and Internet traffc

prioritization (by traffc type)

• Cloud-hosted dashboard for network activity monitoring (including call ticket details, user number, sessions length, network health monitoring, individual and aggregate circuit utilization and categorized Internet traffc

reporting)

Dominion is designed for stability and optimization. Cloud-hosted central data storage and exchange, systems backup and global management functions support each Dominion device, allowing it to operate very effciently and greatly reducing

local storage and processing (local congestion) that can otherwise cause periodic server overloads and failures.

Blueprint RF adds to its advanced network management platform with quality equipment from distinguished manufacturers including Cisco, HP, Ruckus and Motorola.

A Growing EnterpriseFounded in early 2011, BlueprintRF has

experienced rapid growth through strong customer referral, and by achieving various hotel brand and airport certifcations (e.g., Marriott, Starwood, IHG,

Great Wolf Lodge, Bluegreen Resorts, Atlantic Aviation and many more). Professional references are available by request.

For more information, call (866) 931-9722, email [email protected] or visit www.blueprintrf.com.

Book4TimeMarkham, Ontario, Canada

book4time.com

See also page 118

Scheduling, Club/Spa, Enterprise, CRM, Mobile, Web Booking, E-Marketing

Book4Time is a boutique, world-class purveyor of cloud-based activity scheduling and revenue management solutions for leading beauty and wellness brands in hotels, resorts and day spas in more than 35 countries. With a market reach of more than 20 million consumers, managing in excess of $1 billion in annual transactions, Book4Time, a privately funded Canadian company, is the solution of choice for some of the world’s largest and most prestigious companies on a global scale.

Cloud-based and ScalableBook4Time is deployed on one of the world’s

largest and fastest growing clouds, Amazon EC2.


Book4Time’s cloud solution is cost effective,

maintenance free and scalable – designed to meet

the demands of high performance and availability.

A Feature-rich SolutionThe Book4Time solution is feature rich,

providing everything from appointment scheduling

to email marketing, and online booking to mobile

functionality.

Integration and PCI ComplianceThe Book4Time solution is PCI compliant

and features an open API platform for third-

party integrations with a wide range of property

management and payment gateway solutions

including: OPERA, HTNG, LMS, MICROS, SIX Payment

Services, Shift4 and Elavon.

Simple and IntuitiveBook4Time is simple and intuitive; the solution is

user friendly, easy to use and train on, and provides

a single database platform for multiple revenue

centers and locations for independent hotels and

corporate-owned chains.

Personalized One-on-one Training and 24/7 Support

Book4Time provides personalized one-on-one

on-site and online training to ease the stress of

conversion and implementation. Each client of

Book4Time also receives a dedicated account

manager as a single point of contact and access to

24/7 live customer support.

For more information call (905) 752-2588, email

[email protected] or visit www.book4time.com.

CENDYNBoca Raton, Fla.

CENDYN.com

Business Intelligence, CRM, Data Integration,

Data Warehousing, Marketing, Marketing Automation,

Website Design/Hosting

Cendyn/ONE provides hotels and resorts with

a fully integrated software and services platform

that leverages data to drive a signif cantly higher

marketing ROI.

Creating a single integrated view of guest history,

value, behavior, desire, intent and engagement,

Cendyn/ONE’s cloud-based software and services

platform allows marketers to capture, store and

analyze a hotel or brand’s unique data to make it

actionable, creating new and compelling ways to

drive a more prof table marketing outcome.

Cendyn/ONE’s team of data integration, analysis

and optimization experts seamlessly combine f rst

and third-party data sources to create dynamically

generated, one-to-one marketing across all digital

channels: email, Web, display, mobile, video, social

and search.

For more information about Cendyn/ONE and

how to increase your revenue with ONE cloud-based

software and services platform, please contact Lori

Light, sales manager, at (561) 419-2065, llight@

cendyn.com or visit www.cendynONE.com.

CeniumLas Vegas, Nev.

cenium.com

See also page 118

ERP, PMS, POS, CRS, CRM, Financials,

Ski and Resort Operations

One SolutionCenium is an integrated system of modules

that can be used separately or in combination to

form a total information platform for a hospitality

business. Cenium is fully integrated and optimized

with Microsoft Dynamics. This unif ed approach

to information management provides the industry

with a single solution where all accounting and

operational data is integrated. Information f ows

seamlessly from one module to the next and allows

simultaneous access by all users through a common

visual work environment.

Complete Overview and Data in Real TimeFresh and relevant information can be a decisive

factor in the survival of a company with today’s

ever increasing competition. Few f rms can tolerate

inconsistencies in their information systems.

Cenium delivers fresh, relevant and up-to-the-

second information. Managers have live status of

their business and can easily monitor what is going

on throughout the property. Cenium offers special

management overview features that help managers

run their properties.

Elimination of InterfacesToday systems can all be described as interface

oriented. Most hotels are using various systems on

separate databases with several interfaces so the

systems can run together. This calls for numerous

service partners and possible conf icts if something

goes wrong. Cenium delivers a totally integrated

system. Properties only need one service partner

and one service number. Cenium has been certif ed

as a Microsoft Dynamics add-on product that

assures total integration to other Microsoft Dynamics

products.

Successfully proven by chains and individual

hotels globally with off ces in Las Vegas, Toronto,

Hong Kong and Oslo, Cenium is a Gold awarded

development center and partner in the Microsoft

Dynamics community.

For more information, visit www.cenium.com or

email [email protected].


ChannelRUSHOrlando, Fla.

channelrush.com

See also page 118

Channel Management, Distribution Services

New from ChannelRUSHChannelRUSH continues to offer new products

that provide reliable solutions for online distribution.

ChannelRUSH is evolving with the hotels’

distribution and inventory management needs

of streamlining rate, restriction and reservation

delivery. The highly successful pioneer product,

ChannelRUSH channel manager, is now joined

by ChannelRUSH PMS/CRS interface for one-way

distribution as well as two-way distribution and

reservation delivery with inventory adjustment. This

enables properties to adjust rates for all of their

online distribution channels from their property

management systems, reaching more customers

with live adjustment of inventory as rooms are sold

and reservations are delivered directly into the

property management systems.

Who ChannelRUSH IsChannelRUSH is a U.S.-based company, with

sales and support off ces in North America,

Germany, Austria and Scotland/United Kingdom.

ChannelRUSH provides a Web-based hotel channel

management system for hotel revenue managers

that allows them to maintain their hotels’ rates

and availability distribution across numerous

online travel agency (OTA) sites, as well as global

distribution systems (GDS) from one interface.

Most recently, ChannelRUSH has expanded its

product offerings to include one or two-way interface

solutions with PMS, CRS and GDS partners with

reservation delivery. Since 2005, ChannelRUSH

has provided exceptional, reliable and affordable

channel distribution products and services. The

hotel client list has expanded to more than 1,000

hotels in North America and Europe, with more than

300 leading global online travel agencies, as well as

global distribution and central reservation systems.

Product SolutionsChannelRUSH product solutions include channel

manager, PMS/CRS interface and reservation

delivery with inventory adjustment. ChannelRUSH

provides OTA, CRS and PMS companies the ability

to push and pull data quickly and accurately to

meet the hotels’ evolving needs regarding their

distribution strategy.

For more information call (866) 720-6808 or

(407) 624-4016, email [email protected]

or visit www.channelrush.com. Please feel free to

contact ChannelRUSH to learn more about how it

can increase your distribution and sales presence.

Chetu Inc.Fort Lauderdale, Fla.

chetu.com

Tech. Svcs., Guestroom Tech., Kiosk and Remote

Check-in, GDS, Spa/Recreation, PMS, CRM, ERP,

Business Intelligence, Mobile Websites

Chetu is a 14-year-old software development

f rm that specializes in creating custom solutions

for hotels, casinos and restaurants of every f avor.

Although Chetu counts several Fortune 500

companies as clients, every member of the Chetu

team is committed to delivering high-quality software

development services to each client, regardless of

size or project scope.

The name Chetu is derived from the Sanskrit word

chetna which means consciousness of mind.

The Chetu development team features specialists

in every programming language and software

technology available to date. Chetu developers keep

ahead of the curve by ensuring they are up to date on

the latest developments in their areas of expertise.

Chetu is a U.S.-based company, headquartered in

Fort Lauderdale, Fla., with off ces in Nashville, Dallas,

Las Vegas, Tampa, Chicago and Amsterdam. The

company’s 800+ development specialists work out

of the two development centers in New Delhi, India,

owned by Chetu.

In addition to extensive technical expertise,

Chetu offers a refreshingly unique take on traditional

outsourcing by incorporating the concept of local

or on-site project management, depending on the

client’s preference. Chetu’s developers work in the

client’s time zone, which ensures communication

and development occur in real time for the client.

Chetu understands that when it comes to IT

solutions, one size does not f t all. Chetu's solutions

are tailor-made based on the organization's budget,

needs and requirements with the capability to scale

up as the collective needs grow. Project managers

proactively suggest improvements, new tools to use

and new technologies that can boost a customer’s

return on investment while reducing long-term cost.

Such suggestions are made with the long-term

benef t in mind rather than as a reaction to a short-

term technical desire that may not be benef cial later

on.

Chetu offers a two-week, no obligation trial period

to all new clients. If the client is not satisf ed with

Chetu during this trial period, they can cancel the

contract to receive a full refund.

Chetu offers software solutions for clients in a

wide range of industries including retail, f nance,

gaming, e-learning, healthcare, pharmaceutical,

travel and golf.

For more information call (954) 342-5676 or visit

www.chetu.com.


ClairvoyixHenderson, Nev.

clairvoyix.com

See also page 118

Guest & Prospect Mktg. Database Mgmt., CRM,

Campaign Mgmt., Data Mining, BI, Creative Svcs.,

SaaS, Video & Email Mktg., Guest Loyalty

Clairvoyix – Its Robust Transactional Data Meets the Online World

Clairvoyix has been delivering Internet-deployed,

Web browser-accessed guest marketing systems

since 2003, and it continues to evolve its Big

Data database marketing platform, the Clairvoyix

Knowledge Factory.

Clairvoyix continues to improve its database

marketing platform through an innovation strategy

that ensures its clients are maximizing the ROI on

their marketing technology investments. A quantum

leap in marketing campaign effectiveness is being

announced through a recent integration with a

leading consumer data company that has solved the

problem of matching transactional (e.g., stay) data to

the online world. What does this mean for hospitality

marketers?

When Transactions Meet Online Data and They Both Meet Consumer Propensity Data

Imagine a marketing world where the behavior

of a past guest is matched to online behavior,

that for example would be indicative of a person

planning a vacation. Knowing their preferences, say

for an ocean front suite in the Caribbean, allows

a marketer the ability to target the consumer with

messaging (including offers) that is personalized and

relevant to the current search. This is a true data-

driven approach to targeted marketing that has not

previously been available to hospitality marketers.

Working with a leading consumer data company,

Clairvoyix is announcing the ability to leverage its

wealth of guest past stay and related information

to drive the highest possible ROI on its client’s

direct marketing investments. Furthermore, it is

now possible to apply propensity models to further

determine the likelihood that a given consumer

will respond to an offer. The team at Clairvoyix has

always believed that the science of direct marketing

complements the strategy and creative, and with this

new integrated solution, the science just got a whole

lot better, to the beneft of Clairvoyix’s hospitality

clients.

Hospitality-specifc Database Marketing and Marketing Services Solutions

The Clairvoyix marketing database integrates with

all signifcant customer touch points such as PMS,

POS, spa, golf, survey and prospect data, and will also

import a simple spreadsheet of contact information.

Supporting true cross-media targeted marketing

allows for detailed knowledge of how a guest prefers

to communicate with a property or hotel/resort

organization.

The Clairvoyix agency model complements its

leading marketing technology platform by providing:

• Cross-media campaign strategy

• Full media-specifc creative including email, direct

mail, mobile and website/landing pages

• Template approach to e-newsletters and

promotional messaging

• Guest survey design, delivery and capture

The Clairvoyix platform is a no development

hospitality CRM application that eliminates the need

for custom software development. Housed in a highly

secure facility, the Clairvoyix solution is based on

an Oracle back-end database and a Microsoft .NET

development platform, thereby meeting the most

stringent user IT requirements for stability, security

and performance.

Clairvoyix’s ability to scale up and down is

important when delivering a packaged approach to

hospitality-specifc database marketing systems. It

has clients with fewer than 100,000 past guests in

their databases to clients with well over 30 million

unique profled guests. This assures applicability

with all clients – from the largest chains down to the

smallest independent hotel.

For more information call (877) 866-8693, x709

or visit us at www.clairvoyix.com.

Clear Sky Software, Inc.Charlotte, N.C.

clearskysoftware.com

See also page 118

F&B, Inventory Control, Purchasing,

Event Management

Back Offce Food and Beverage Inventory Management Systems

Clear Sky Software provides back offce food and

beverage inventory management systems that help

hospitality organizations control inventory, reduce

labor, lower costs and increase profts. Ultimately,

users have access to better information, thus

supporting smarter purchasing decisions that affect

an organization’s bottom line.

Clear Sky Software represents a complete

inventory control solution that includes software,

interfaces to third-party systems, bar code scanning

equipment and support programs. The company’s

software is continually updated mostly through

customer-requested enhancements.

Food and Beverage Inventory ControlTwo systems – Clear Sky FOOD and Clear

Sky BEVERAGE – can be purchased together


or separately. These twin systems address the

inventory management needs of food and beverage

departments, will beneft organizations of all sizes,

and help reduce the tremendous paperwork and

labor employees encounter when trying to manage

food and beverage inventory. Features include:

• Orders/procurement

• Receiving

• Storeroom requisition

• Issue, return, transfer

• Physical inventory

• Interfaces to POS, foodservice providers and club

software

• Inventory reports by date range, vendor, location,

product mix

Clear Sky FOOD & BEVERAGE, available as a basic

order/receive/count system or a complete perpetual

inventory system, uses existing product bar codes but

can generate system-assigned bar codes for products

that don't have them. The company’s software allows

users to see where products are going and track

costs by location. These systems capture changing

product costs, issue the oldest costs frst, and

report exact inventory values rather than averages.

Physical inventory can be completed in record time

and problem areas are identifed automatically. Key

benefts include:

• Automatically create orders based on established

pars and order points

• Identify receiving discrepancies

• Calculate exact product costs not averages

• Track all inventory movement from purchase to

consumption

• Rich and fexible reporting system

• Report food and beverage costs, usage,

shrinkage, slow-movers and fast-movers

Improving the Bottom LineFood and beverage can be a revenue-generating

department but is often plagued by high labor and

inventory costs. Manual systems are cumbersome,

labor intensive, prone to error and fall short

of delivering reliable information. Since most

organizations are required to control food and

beverage inventory, the beneft in automating this

area is cost containment. Completing the same tasks

manually simply requires more labor and time.

Why Clear Sky SoftwareClear Sky Software offers complete inventory

management solutions designed specifcally for

hospitality and backed up by superior customer

support. To help customers speed up go-live dates,

the company offers a variety of installation, data

import assistance and training programs. Most

customers begin effectively using Clear Sky systems

immediately at the conclusion of user training.

Deliverables include:

• Clear Sky FOOD & BEVERAGE Inventory

Management Software

• Interfaces to POS, foodservice providers and club

software

• Mobile and fxed bar code scanning devices

• Touch-screen computers for kiosk installations

• Installation and data import assistance

• On-site and Web-based training

• Software maintenance programs

• Equipment repair service amd loaner equipment

• Software upgrades and enhancements

For more information on Clear Sky Software and

its inventory products visit the company at www.

clearskysoftware.com or contact them at (704) 568-

5544 or [email protected] to discuss your

requirements.

Data Plus Hospitality SolutionsNorth Chelmsford, Mass.

dphs.com

See also page 118

Enterprise Back Offce Accounting

Bringing it all Together in the Back OffceTo meet the unique needs of each customer, Data

Plus has developed a work fow concept of system

integration that allows each property to create a

solution that best matches its requirements and

budget. While there are many advantages to having

one system for all users, it is not always a practical or

appropriate solution. This unique approach to system

design has evolved since 1986 into a complete suite

of highly tailorable modules combined with more

than 150 separate interfaces with the other software

systems used in the hospitality industry.

Three distinct product groups are used to provide

a solution that can scale to any number of properties

hosted by the user's network or the Data Plus Private

Cloud. Each one can be used in combination with

one another or with other solutions to best manage

and distribute accurate actionable data for the entire

organization.

DPFinanceDPFinance is a hospitality-specifc fully integrated

back offce solution with payables, general ledger,

bank reconciliation, purchasing and inventory

control. Manage an unlimited number of daily or

period budgets for any dollar or statistical measure

desired for information regardless of source. Use the

checkbook accounting feature to monitor expenses in

real time. Interfaces include PMS, POS and time and

attendance, as well as online procurement systems

such as Birchstreet and BuyEffcient.

Data Plus’ goal is to allow the customer to use

whatever systems best meet their needs and then

ensure that the data is combined and stored in

one easily accessed database. Approaching each


installation from a work fow perspective, combining

Data Plus software with an open policy on working

with other vendors results in a best-of-breed total

package.

DPDocsNow in its second generation, DPDocs is the

Data Plus document management system. Allowing

the attachment of any electronic fle or image to a

transaction or database record nets large savings

in manual fling and retrieval. A scanned invoice or

receiving document can be viewed online by anyone

with system access in order to support whatever

business processes an organization desires. Scan

locally or scan remotely; all documents are securely

stored in the Data Plus database.

DPAnalyticsDPAnalytics was created to meet the desire

of users to make their data available in Excel

without the use of costly third-party solutions while

eliminating the time and complexity of traditional

business intelligence tools. Seamlessly extracting

data in real time from the users' database and

presenting it as an Excel workbook or pivot table

allows the use of a tool that the user already knows

to analyze and manipulate data without learning a

new language or complex set of instructions. Use

the many supplied templates or use standard Excel

functions to create one customized for the user.

DPOnlineDPOnline is available as a Web-based, software-

as-a-service (SaaS) solution accessible from

anywhere on the planet via an Internet connection.

A secure login allows access to the Data Plus Private

Cloud at its SAS70-certifed hosting site where each

customer's data is stored in its own database. Both

centralized and decentralized operating styles are

benefting from the fexibility and cost savings offered

by DPOnline. With extremely low upfront costs, this

is an ideal solution for management companies

regardless of size.

For additional information, visit www.dphs.com or

call (978) 888-6300.

Datavision Technologies, Inc.Miami, Fla.

datavisiontech.com

Data Warehousing, CRM, BI, Rev. Mgmt.,

Budget/Forecasting, Corporate Consolidation,

Payroll Control, Dashboard

Intelligent decisions are made with Datavision.

Datavision extracts key information from all

production systems at the property or corporate

offce (PMS, POS, payroll, spa, CRES, ski, golf, sales

and catering, ticketing, HSIA, competitor bookings,

back offce, etc.) into a single consolidated database.

Datavision can be used for comprehensive business

intelligence at single properties or at corporate/

regional offces, where users can view consolidated

information from all properties. Users can access the

warehouse via Microsoft Excel™ or dashboard tools

to slice and dice the data, create complex automated

reports or from within a Web browser.

Datavision’s customers include prestigious

resorts such as Pebble Beach Company, Kohler

Resorts, Sea Island Company, Ponte Vedra Inn & Club

and Biltmore Estate, among others. Multiproperty

resort companies such as Mandarin Oriental Hotels,

Aramark Parks & Destinations, Intrawest Resorts, Vail

Resorts, KSL, Great Wolf Resorts, Tarsadia Hotels

and others use Datavision worldwide.

Dashboard Pictures paint a thousand words. Turn data

into action with key colors of red, green or yellow

stoplights, 3-D pie charts or multilayer dashboards on

the desktop or mobile devices.

Powerful and fexible, the dashboard helps users

achieve goals in the following business areas:

Revenue Management for Rooms, Spa, Golf, Ski, Function Rooms and Ticketing, STR or Google Analytics

Analyze the business on the books, spot booking

trends by market segment, channel or booking

sources. Streamline the forecasting process.

Corporate Consolidation

Integrate data from multiple properties to create

a master data warehouse at corporate or regional

offces. Consolidate information across properties,

run intra-property comparisons or spot companywide

occupancy and booking trends.

Payroll Control Combine detailed payroll data with PMS, POS,

budget and forecast data to generate comprehensive

daily payroll reports showing regular vs. overtime

pay, cost percentage of revenue and productivity

information such as cost per occupied room and cost

per cover.

Forecasting and Budgeting Integrate data from PMS, POS and payroll and

general ledger systems into a single data warehouse.

The system allows department heads at each

property to forecast their areas using Excel, and

provides the controller with the ability to run instant

proft and loss statements. An additional feature for

multiproperty sites, the data is synchronized between

the properties and corporate, enabling corporate

users to run consolidated reports for the entire

company.

Flash Reporting/Night Audit StreamliningSince Datavision can deliver key information

integrated from all systems, users can mix and match


data from the PMS and POS on the same report.

Daily f ash reports and income journals can easily be

created and exported to the back off ce.

For more information, please visit www.

datavisiontech.com or call (954) 433-3633.

Digital Alchemy, LLC Fort Worth, Texas

digital-alchemy.com

See also page 118

CRM, E-Marketing, Business Intelligence,

Mobile Solutions

Enhancing the guest experience by providing

exceptional communications for hotels, resorts

and spas, Digital Alchemy remains a leader in CRM

and B2B digital marketing solutions for the global

hospitality industry since 1999. By offering business

intelligence tools with power-packed feature sets,

Digital Alchemy drives more revenue for its hospitality

clients by delivering digital communications,

collecting guest feedback and tracking marketing

data, ultimately leading to more satisf ed guests and

increased property revenues.

With interfaces to every major property

management system (PMS), Digital Alchemy provides

the conduit for guest prof ling and relevant data

analysis that in turn provides insight to hoteliers,

managers and marketers. Through its unique

customer dashboard, clients can access and interact

with data analytics, guest communications and

survey data in real time. Digital Alchemy’s expansion

into the EMEA market last year has resulted in the

success of seeing several new properties reaping the

benef ts of the company’s robust and dynamic digital

marketing services. From its off ce in London, Digital

Alchemy provides European clients a way to f ne tune

and integrate the products and services at a local

level. With further growth and breakthroughs into

the spa industry, Digital Alchemy is providing spas

around the globe with the same advantages, leading

to the discovery of more revenue opportunities and

client retention.

Digital Alchemy products and services include:

eRelationship™ – Setting an industry standard,

Digital Alchemy’s CRM suite is designed to craft

long-term guest retention. From conf rmations to

pre-arrival marketing, eRelationship is f lled with

opportunities to drive revenue for properties of all

sizes. Mobile-friendly communications and on-

property messaging add multiple levels of value to

every guest’s stay.

eSurvey™ – Digital Alchemy’s complete online

survey system is designed to help hotels identify

strengths and resolve challenges directly correlated

to a specif c reservation.

TripAdvocate™ – Dramatically raising the hotel’s

ranking on TripAdvisor and other social sites,

TripAdvocate is so effective that most hotels using

this service are in the top 10 of their market.

eCampaign™ – Thoughtfully crafted campaigns,

targeted recipient lists and accurate quality

assurance help properties and spas maximize

incredible ROI with Digital Alchemy's eCampaign

suite. This email marketing solution has advanced

hospitality-centric analytics that intuitively break

down campaign ROI results and it offers full or self-

service options.

eDevelopment™ – Digital Alchemy's dedicated

creative team works with existing integrated

services to take digital marketing to new levels of

effectiveness. Mobile solutions such as Mobile Life

(www.digital-alchemy.com/mobilelife) are designed

to seamlessly connect a property’s brand and

online experience. Social media integration, website

development and mobile apps are all components of

the larger digital landscape. Digital Alchemy believes

in connecting guests to the full brand experience

while driving more revenue for the clients it serves.

For more information, please contact Digital

Alchemy at (817) 204-0840 or visit www.Digital-

Alchemy.com.

Eleven Wireless, Inc. Portland, Ore.

elevenwireless.com

See also page 119

Business Centers, Guest Internet Services,

Guestroom Tech., Mobile Device Tech.,

Communications Tech., Tech. Svcs., Wireless Tech.

Eleven delivers compelling software that powers

the online guest experience in hotels, with two key

product lines: ElevenGC and ElevenOS, both of which

run on Eleven’s cloud-based platform. Combining

rock-solid software with cutting-edge technology

to wow guests, Eleven is a standard for guest

technology.

ElevenOS: Manage and Monetize Guest Internet

High performance guest Internet is the No. 1

requested amenity in hospitality today. ElevenOS is

one of hospitality's only cloud-based guest Internet

platforms that manages the online guest experience

across multiple devices, locations and network

service providers. ElevenOS gives hotels and network

providers complete control over the guest experience

to include hotel branding, look and feel, and unique

service offerings, such as tiered bandwidth, usage

times and much more.

Through a common platform, users can centrally

manage their login screen content, create a host

of different guest and staff accounts, track usage

and revenue and more. From single hotels to

large multiproperty chains, ElevenOS provides an


intuitive and fexible interface for easy guest Internet

management.

ElevenGC: Give Guests an Eleven ExperienceElevenGC is a family of fve-star guest computing

solutions fexible enough to be deployed in business

centers, lobbies, suites, club lounges and more.

The ElevenGC product family is one of hospitality’s

most comprehensive and fexible lineups of guest

computing solutions with the choice of Lenovo or HP

computers running Windows 8 or Apple Macs running

both Mac OS and Windows, along with enterprise-

grade printers and multifunction devices. Billing

options range from complimentary to for-charge to

meet business objectives. ElevenGC helps hotels

drive substantial revenue with little to no investment.

Countless customers have driven more revenue from

Eleven GC’s for-charge systems than from any other

guest computing provider.

The ElevenGC product family includes:

• ElevenGC Premium: charge to guest or hybrid

pricing, full desktop functionality, guest

authentication and registration, premier support,

zero capital cost with revenue share for qualifed

hotels

• ElevenGC Pro: free-to-guest or hybrid pricing, full

desktop functionality, guest authentication and

registration, premier support for a fee, revenue

share available

• ElevenGC Lite & Kiosk: free-to-guest pricing, click-

and-go functionality, desktop with boarding pass

zone, remote support for a monthly fee

Guest Technology Management PlatformThe Eleven platform fuels the online guest

experience, including ElevenGC and ElevenOS,

through a simple and dynamic Web interface.

Designed with an open architecture for easy

integration with hotel systems, application services

and websites, the Eleven platform provides a

seamless and robust online guest experience. The

Eleven platform also makes it easy to manage

multiple hotel properties, which is especially

important for management groups, network service

providers and brands.

The Eleven platform integrates with a wide

range of hardware and software and is available

through various leading service providers; no more

proprietary hardware or software from service

providers is necessary. Leverage a single software

system to deliver Internet, guest computers and

other online services.

Eleven software is backed by an experienced,

professional support team, which allows hotels to

focus on their guests rather than the technology.

Rest easy knowing the guest technology is proactively

supported and monitored by a world-class support

team, 24/7.

For more information call (503) 222-4321,

email [email protected] or visit www.

elevenwireless.com.

eRevMax Orlando, Fla.

erevmax.com

See also page 119

Channel Mgmt., Comparative Price Intelligence, Online

Distribution, Connectivity, Rate Shopping, Reservation

Integration, Reputation Mgmt.

eRevMax is a leading provider of online distribution,

channel connectivity, market intelligence and revenue

management solutions for the hospitality industry.

The company delivers its premium hotel channel

management product suite RateTiger, Web-based

solution SimpleDistribution and its real-time enterprise

connectivity gateway Connect, to the hospitality and

travel industry.

Established in 2001, eRevMax has achieved full

PCI compliance and ISO 27001:2005 certifcation; the

company serves more than 7,000 customers and is

being used in more than 55,000 properties worldwide.

Product for Hotel properties: RateTigerRateTiger offers a product portfolio that includes

Shopper, an online real-time rate shopping tool for

competitor analysis; Channel Manager, an online

distribution tool to manage rates, availability and

reservations in real time across travel websites;

and Review, an online guest review management

tool with semantic technology. Reservation Delivery,

is a subscription-based service for hotels to pull

reservation data from eRevMax-certifed travel agents,

delivered directly to the their PMS with reservation

roomtype.

Managed Reports Service provides high quality rate

data from various channels for the hotel site as well as

for the competitor set on pre-set frequency, eliminating

dependency on hotel system or rate shopping software

for rate shopping data.

RateTiger helps hotels improve their online sales

presence and revenues through integrated rate

and inventory management. It comes with built-in

safeguards to prevent overbooking and provides email

alerts and notifcations of OTA channel performance

and availability for the property.

Product for Hotel Chains/Systems: Connect by eRevMax

Connect is an electronic distribution XML gateway

for the hospitality industry, which provides connectivity

for rate, inventory and reservation delivery to

current hotel systems. It has been designed for hotel

companies, distribution partners and system providers

to transmit pricing, room allocation and booking data

instantly between third-party vendors and the hotels.

Utilizing eRevMax’s superior XML connectivity with

OTAs and integrations with RMS and PMS, Connect

provides two-way ARI and reservation data transfer so

hotels can respond to market conditions faster than

ever before.

FURNITURE • LOCKING & SECURITY SYSTEMS • TABLE LINENS • SOFTWARE • FITNESS & POOL

EQUIPMENT • HVAC • MINIBARS • BEDDING • MOBILE • LAUNDRY EQUIPMENT • GREEN DESIGN •

MENUS • TELCOM • ENERGY MANAGEMENT • SIGNAGE • TELEVISIONS • FOOD & BEVERAGE • FLOOR

COVERINGS • POS SYSTEMS • TABLEWARE • IN-ROOM SAFES • LIGHTING • MEETING ROOM

EQUIPMENT • CLEANING & MAINTENANCE PRODUCTS • WINE & LIQUOR • PMS SYSTEMS • SOLAR

SYSTEMS • UNIFORMS • TECHNOLOGY SOLUTIONS • DINNERWARE • IN-ROOM AMENITIES •

SECURITY & SAFETY • GUEST AMENITIES & SERVICES • TEXTILES • COOKING EQUIPMENT • TABLES

AND CHAIRS • SOCIAL MEDIA • RESTAURANT FURNISHINGS & DESIGN • WATER CONSERVATION •

TABLE ACCESSORIES • GUEST TRANSPORTATION • FRONT OF HOUSE • CRM SYSTEMS • BATHROOM

EQUIPMENT & FIXTURES • CUTLERY • GUEST TRANSPORTATION • GLASSWARE • FABRICS &

DRAPERY • TABLET APPS • WALL DÉCOR • FIXTURES • AUDIO-VISUAL • WALLCOVERINGS • WASTE

RECYCLING • DECORATIVE ACCESSORIES • REFRIGERATION • HARDWARE • VIDEO &

ENTERTAINMENT • COFFEE/TEA/ESPRESSO/CAPPUCCINO • SOUND SYSTEMS • BAKED GOODS •

VEHICLE CHARGING STATIONS • SERVE & BUFFET WARE • FURNISHINGS & DESIGN • WIRELESS •

RESTAURANT CONSULTING • TABLE LIGHTING • FOOD SERVICE EQUIPMENT & SUPPLIES • FINANCE

& MANAGEMENT SERVICES • TABLE LIGHTING • REVENUE MANAGEMENT SOLUTIONS • BEER & ALE •

DAIRY PRODUCTS • INNOVATION • GREEN CERTIFICATION • BACK OF HOUSE • DESSERTS •

PREPARED FOODS • FURNITURE • LOCKING & SECURITY SYSTEMS • TABLE LINENS • SOFTWARE •

FITNESS & POOL EQUIPMENT • HVAC • MINIBARS • BEDDING • MENUS • TELCOM • ENERGY

MANAGEMENT • SIGNAGE • • FOOD & BEVERAGE • TELEVISIONS • FLOOR COVERINGS • POS

SYSTEMS • TABLEWARE • IN-ROOM SAFES • LIGHTING • CLEANING & MAINTENANCE PRODUCTS •

WINE & LIQUOR • SOFTWARE • • PMS SYSTEMS • UNIFORMS • TECHNOLOGY SOLUTIONS • IN-ROOM

AMENITIES • SECURITY & SAFETY • WALL DÉCOR • GUEST AMENITIES & SERVICES • TEXTILES •

RESTAURANT FURNISHINGS & DESIGN • FRONT OF HOUSE • • • • CRM SYSTEMS • BATHROOM

EQUIPMENT & FIXTURES • • FABRICS & DRAPERY • TABLET APPS • FIXTURES • AUDIO-VISUAL •

WALLCOVERINGS • DECORATIVE ACCESSORIES • VIDEO & ENTERTAINMENT •

COFFEE/TEA/ESPRESSO/CAPPUCCINO • BAKED GOODS • HARDWARE • GENERAL FURNISHINGS &

Co-located with

It's all here.

LEARN MORE

AT IHMRS.COM

Source a better guest experience at IHMRS, the largest and most

comprehensive trade fair for the lodging and foodservice industries.

With more than 600 exhibitors grouped by product category, a

diverse lineup of educational sessions and five dedicated divisions to

Operations, Kitchen Design, Green, Tabletop and Technology,

there’s no better place to discover what’s next in hospitality.

HOSPITALITY’S GLOBAL MARKETPLACEINTERNATIONAL HOTEL, MOTEL + RESTAURANT SHOW

NOV 9-11, 2014 | NOV 8: HOSPITALITY LEADERSHIP FORUM

JACOB K. JAVITS CONVENTION CENTER, NEW YORK CITY


Product for Corporate Business Intelligence: Corp

Corp is a high-performance market intelligence

data solution, designed for anyone in need of an

overview of hotel rates, to better monitor, control,

budget and optimize business. The product is best

suited for hotel group headquarters, online travel

agents (OTAs), corporate travel managers, event

planners and travel management companies (TMCs).

Product for Budget Hotels: SimpleDistribution

SimpleDistribution is eRevMax’s Web-based,

entry-level channel manager which helps small

properties and budget hotels to sell rooms online

and generate revenue through OTAs. Innovative and

value driven, SimpleDistribution is a perfect solution

for hoteliers to avoid rate errors and increase

online bookings through effcient management of

special events, immediate closeout and reopen for

availability and quick update notifcations. These

built-in safeguards allow hoteliers to optimize room

revenue while preventing overbooking.

For further details, please visit www.erevmax.com

or email [email protected].

FCS Computer SystemsCumming, Ga.

fcscs.com

See also page 119

Response Mgmt., Mobile Solutions, Mobile Device

Tech., Guest Incident Tracking, Rapid Response,

Housekeeping, Preventative Maint. & Engineering

Founded in 1982, FCS is a comprehensive

hospitality solutions and services provider, with an

extensive portfolio of integrated products used by

more than 4,000 hotels with 8,000+ installations in

32 countries. FCS also provides solution architecture

for integrated resorts, international hotel chains and

luxury hotels with centralized solutions and across

multiple vendors.

Putting Hotel Services in the Palm of a HandFCS i-Guest is a guest self-service mobile app

running on guests’ own mobile devices, allowing

them to send pre-arrival notifcation for express

check-in requests, access hotel information,

view room reservation details, local attractions,

restaurants and other amenities. After check-in,

they can also make service requests, listen to voice

mails left in their rooms, see text messages from

the front offce, place in-room dining orders, view

their membership points and the recommended

redemptions and perform express checkouts without

having to wait in line at the front desk.

Additionally, FCS has partnered with OpenWays

to integrate Mobile Key with i-Guest, enabling guests

to skip the traditional check-in process and open

their room doors using their own mobile devices.

Most important, its Master i-Guest module supports

multibrand and multiproperty, so hoteliers can deploy

mobile apps for all their properties via one single

master app.

Are Hotels Serving Their Guests with the Following Innovative Technologies?

FCS Hotel Operation Applications consist of fve

Web-based guest-serving applications to streamline

the daily operations of different departments:

• e-Connect – a centralized call center job

dispatching system for guest service requests

and inter-department work orders that sends jobs

via various hand-held devices and/or printers.

• e-Engineering – an asset management system

for preventive maintenance, general engineering

work orders and energy management.

• e-Housekeeping – a dedicated system for

the housekeeping department to streamline

the entire room cleaning and inspection

assignments, maintenance process, inventory

control and lost and found.

• e-Concierge – a professional concierge system

that automates the daily functions and processes

of handling guest profles, itineraries, restaurant

and transportation bookings, baggage and parcel

delivery management, as well as lost and found

for hotel guests and other visitors.

• e-Recovery – an advanced glitch management

system that tracks the status and costs of

complaints and incidents for hotel guests, visitors

and staff.

All these applications will be available in a cloud-

enabled environment. Most important, they can be

extended to run on feld staffs’ smart mobile devices,

allowing them to take immediate actions and better

serve hotel guests.

These applications all seamlessly integrate with

the hotel’s PMS and other third-party systems via

the FCS Gateways products, Unicorn and Phoenix.

Unicorn is a gateway for data which interfaces with

all major PMSs, PABX and third-party systems, as well

as processing all billing and guest information. It is

also cloud-enabled, giving Unicorn the ability to be

installed onsite, privately hosted by the customer or

publicly hosted by FCS in a SaaS model. FCS Phoenix

is the gateway for voice with guest and administration

voicemail solutions running on analog or SIP

platforms.

For more information, visit www.fcscs.com, email

[email protected] or call (678) 852-

5911.

Follow us on Facebook at

www.facebook.com/HospitalityUpgrade


Flip.toMaitland, Fla.

f ip.to

See also page 119

Social Media Marketing, Marketing,

Internet Reservations

Flip.to is a brand advocate platform that helps

hotels turn their guests into engaged advocates

to boost brand awareness and drive Web direct

bookings. The platform is designed to reach travelers

around the world and generate signif cant return on

investment for hotels.

The process starts at the point a customer

makes a reservation on the hotel’s website. A simple

incentive entices the guest to share into his or her

personal social network, placing the marketing in

front of hundreds of new people.

Next, friends and family see the post about

the guest's upcoming stay. Within the post is a

personalized link that directs readers to the hotel

website. When friends and family click through to

visit the website they have a chance to claim an offer

towards a future stay.

After checkout, the hotel can use the Flip.to

platform to capture short, positive quotes from the

guest about his or her experience at the hotel as well

as photos that were taken during the stay. These

quotes and photos can then be used for marketing

on the hotel website, on its social media pages and

even pushed into other distribution channels.

Every part of the Flip.to platform is designed

to drive potential guests to the hotel website while

encouraging them to book a future stay. A typical

hotel will turn 18 percent of its guests into brand

advocates. Those guests will reach tens of thousands

of people on a monthly basis. This will drive new,

more qualif ed traff c to the website and create new

bookings for the hotel.

All of these metrics are tracked within the Flip.

to system, helping hotels monetize social networking

in a quantif able way. And it all starts with your own

guests.

For more information visit www.f ip.to.

Genares Worldwide Reservations ServicesIrving, Texas

genares.com

See also page 119

Central Reservation and Distribution Services,

GDS, IDS, Voice, Web and Mobile Booking Engines,

Business Traveler Marketing Programs

Genares prides itself in its innovative technology,

and is constantly striving to pioneer competitive

products and form partnerships that drive revenue

growth and industry trends. Its software has been

developed with the ever-changing needs of the

hospitality industry in mind and designed in such a

way that it will enhance the booking experience of the

consumer and simplify the role of the hotelier, both

independent and at the brand/chain level.

Genares’ solutions begin with gReserve, a central

reservations system built by software developers

with substantial industry experience focused around

today’s technological climate. Each of its products

and services are seamlessly integrated to work

together and drive revenue growth. In addition to its

distribution platform, Genares provides a wide range

of services that include:

• Connections:

- Real-time distribution platform with full

management of rates, availability and content;

multiple rate structures; and group bookings

- Hotel and mobile booking engines that are

customized and include revenue-enhancing

functionalities with add-ons and upselling

- Extensive PMS integration

- Genares’ channel management tool

• Solutions:

- Hotel website development and hosting

- Integrated Web services

- Two 24x7 U.S. call centers

- Experienced client care management

- BT Advantage – business travel hotel program

(www.btadvantage.net)

- RFP and consortia programs

- Travel agent commission processing via Perot

and WPS

As a global leader in electronic distribution,

Genares provides the most distribution options and

is uniquely positioned to provide end-to-end solutions

to hotels looking to maximize their opportunities

in f ercely competitive markets. Its platform was

designed to enable a hotel to optimize its distribution

by offering the capability of managing all distribution

including GDS, IDS, IBE, PMS and emerging channels

– all from a single real-time connection. Genares

does not believe in a one-size-f ts-all approach with

its customers and would work to design the most

far reaching distribution plan to match business

www.hospitalityupgrade.com/HUTube

Visit our video page for:

• CIO Speaks

• Industry Events

• Cool Technologies

• Chats with Rich

• Product Videos

• and more from the HU team!


goals with a single image inventory view designed to

eliminate manual intervention as much as possible.

Genares applies a back-to-basics strategy that

focuses on:

• Increasing ADR

• Increasing LOS

• Increasing occupancy

• Lowering your overall distribution costs

For more information, call (817) 722-2800, email

[email protected] or visit www.genares.com.

Guest-tek™

Calgary, AB, Canada

guest-tek.com

See also page 119

Tech. Svcs., Guestroom Tech. & Telephones,

Svc. Provider, Wireless Tech., Mobile Device Tech.,

TV Programming, Network Gateway Solutions

Company InformationSince 1996, Guest-tek™ has prevailed as a

leading provider of broadband technology and

interactive solutions for the global hospitality

industry. Guest-tek has experienced signifcant

worldwide growth since its acquisition of iBAHN in

March 2014.

Guest-tek’s OneViewTM platform offers converged

data, video, HSIA, voice and mobile applications, all

managed from one source. Guest-tek is a preferred

technology provider to hotels due to its network

design, procurement, implementation and ongoing

customer service.

OverviewOneView delivers a superior in-room guest

experience, giving hotel properties that unique

competitive edge. Combining fast, reliable Internet

with interactive services, OneView keeps guests

informed and entertained while motivating them

to order more of the hotel’s services. With its

customized content and versatility, OneView

strengthens brands and delivers one of the only

connections needed to meet the demands of today’s

hospitality industry.

Guest-tek’s OneView features a robust menu

and communications platform. Imagine providing

guests with in-room features like interactive TV, HD

free-to-guest, IP telephony, HSIA, mobile device and

smartphone applications and above-property voice

solutions, all managed from one source. OneView

will run on a property’s networks whether they are IP,

Ethernet or coax based.

OneView was designed specifcally to exceed

guests’ expectations for in-room entertainment and

communications, providing that elusive wow factor.

Guest-tek allows users to extend their branding

to every guestroom and customize messages to

each type of guest. Users also provide special UI

functionality to conference attendees and other

groups, linking them to other members, schedules

and targeted marketing opportunities

The OneView System Dashboard is an innovative

monitoring tool that lets staff see current and

historical guest cases, trouble tickets and network

status in real time. Guest-tek’s converged network

is tried and tested to support both front and back-of-

house applications.

Voice SolutionsGuest-tek designs, installs and supports

functional and cost-effective voice systems. For

instance, Guest-tek’s OneView Voice iACT Solution

offers a cloud-based system with more features than

many PBX systems on the market, and at a lower

cost with less equipment and power required of the

property.

HSIAOneView Internet is a cornerstone of IP services

for business and leisure travel. With more than

14 years of perfecting service to hotels, Guest-tek

delivers HSIA over multiple platforms and meets all

guest needs with one of the most customer-oriented

feature sets available.

Enhanced FTGOneView Media IPTV provides more choices and

fexibility with a rich portfolio of premium channels,

an interactive program guide (IPG) and a full range

of standard-defnition (SD) and high-defnition (HD)

content.

Guest Interactive On-demand VideoOneView Media provides a simple, yet inviting

on-demand solution that extends a hotel brand into

every guestroom. Users have complete ownership of

the system and control over movie selections, music

and pricing.

Mobile ApplicationsBring a new level of interaction to hotel rooms.

Guest-tek’s myAway allows guests to access OneView

Media System features through their own personal

electronic devices while myAway TV lets them stream

content, including music and video, from their

devices to the guestroom TVs.


[email protected] or [email protected], or

visit www.guest-tek.com.

Visit www.Hotel-Online.com for the

latest news on the hotel industry,

and view its exciting new design and

innovative new features!


Guestware®

Seattle, Wash.

guestware.com

See also page 119

CRM, Loyalty, Rapid Response, Marketing,

Preventive Maintenance, Guest Incident Tracking,

Mobile Device Tech., Surveys & Guest Response

Guestware CRM software is the revolutionary

hotel guest experience management system

that collects, manages and reports on all guest

information, enabling hotels and resorts to track

the guest experience while enhancing operational

effciencies in a single database application to

deliver outstanding WELCOME INTELLIGENCE™

service. The WELCOME INTELLIGENCE advantage

allows for better engagement with guests to

anticipate their needs and guarantee prompt

service, maintains a high quality facility and

informs staff and management about guests’

desires both in real time and for future visits. The

result: Users have the information it takes to be in

tune with their guests’ every need. And that means

happier guests.

Behind the scenes, the WELCOME

INTELLIGENCE technology delivers actionable

information to the right people by complementing

and enhancing existing property management

systems, hotel operations and marketing to help

hospitality companies share information and

realize departmental collaboration – all with the

goal of improving the overall guest experience.

Functionality includes:

• Incident tracking

• Rapid response

• Preventive maintenance

• Mobile inspections

• Workfow automation

• Mobile request work order dispatching

• Enterprise reporting

• Guest loyalty programs

• Guest recognition

• Pre-arrival planning

• Post-stay communications

• Email marketing

Guestware CRM software is installed and

actively used at more than 900 hotels and resorts

worldwide, and is well suited for international hotel

groups where extensive language preferences are

needed.

Based in Seattle, Wash., Guestware CRM

software has been focused on elevating the guest

experience in the hospitality industry since 1993.

Guestware welcomes companies interested in

partnering with it to enable hotels to deliver the

highest levels of guest satisfaction.

For more information, call (888) 50-GUEST or visit

www.guestware.com.

HandHeld Hospitality™

Vienna, Va.

handheldhospitality.com

See also page 119

Mobile Device Technology, Guest Management,

Mobile Solutions, Loyalty, Marketing,

Business Intelligence, Analytics

HandHeld Hospitality™ is a hospitality technology

company leading the way with new, affordable and

easy-to-use mobile apps for hotels, clubs, tourism

destinations and residential communities that

increase facility usage and engage guests.

SmartGuest™ is HandHeld’s frst mobile app

for hotels. It allows guests to receive instant

notifcations, make and confrm restaurant and

activity bookings and have up-to-date hotel and area

information at their fngertips.

The SmartGuest app flls a void by enabling guest

engagement not just before and after their stay, but

especially during their stay. The app went live during

the frst quarter of this year and several hundred

hotels are already making plans to go live with the

app to increase revenue per guest stay and to keep

guests on property.

New this year at HITEC is SmartGuest’s guest

request functionality, which allows patrons to ask for

a variety of services and items prior to arrival, as well

as during their stay. The app’s back end allows for

complete fulfllment and monitoring of each request.

The new Guest Request functionality comes in

addition to the already popular Guest Notifcations

and Hour-by-hour Things to Do feature.

SmartGuest is not only easy to implement and

download, it is also priced to be affordable for hotels

and chains of any size.

HandHeld Hospitality enhances the guest

experience and revenue growth of its hospitality

clients. It delivers engaging, market defning and

high quality mobile application solutions which can

be sustained in a highly competitive marketplace

while generating data for continuous improvement in

customer loyalty and average spend per guest.

For more information call 1-877-331-3777 or visit

www.handheldhospitality.com.

Subscribe to Hospitality Upgrade at:

www.hospitalityupgrade.com.


HeBS DigitalNew York, N.Y.

hebsdigital.com

Marketing, Website & Mobile Website Design/

Hosting, Search Engine Marketing and Optimization,

Social Media Marketing, Digital & Internet Mktg.

HeBS Digital is a full-service digital technology

and marketing frm dedicated to driving revenues

through the direct online channel. The company

helps hoteliers turn their website into the hotel’s

main and most effective distribution channel.

Full-service Digital MarketingHeBS Digital has developed comprehensive

digital marking services that effectively reach travel

consumers and drive high ROIs. Services include:

• Account management

• Campaign management

• Search engine marketing

• Copywriting and SEO

• Multichannel digital marketing

• Email and mobile marketing

• Social media

• Linking strategy

• Online media planning and buying

• Retargeting/behavioral targeting

• Online branding and PR

• Campaign tracking, analytics and reporting

Competitive EdgeHeBS Digital is one of the only frms to offer direct

online channel consulting coupled with full-service

digital marketing and focus exclusively on hospitality.

It offers solutions to help recover abandoned

bookings, a CMS built with hoteliers in mind and ROI-

generating marketing opportunities affordable for any

hotelier. All of HeBS Digital’s services are performed

in house.

Success Stories• SEM: A historic luxury hotel in Midtown

Manhattan worked with HeBS Digital on search

engine marketing/paid search as one part of the

digital marketing budget to achieve maximum

revenue from the property website in 2013. The

company analyzed business needs, including

occupancy, seasonality and ad hoc needs. Based

on the analysis and projections, they created a

campaign consisting of more than 50 ad groups

and 10,000 keywords to address the business

needs and ensure a high return on investment.

Throughout the year the message was adjusted

based on marketing conditions, promotions and

local events. The end result was a ROAS of 2010

percent.

• Website revenue optimization consulting: An

independent hotel in Monterey, Calif., wanted

to increase direct online bookings, meetings

and weddings leads via the website and

overall website traffc. Additionally, the hotel

wanted to improve the user experience on

its desktop and mobile sites, and have more

control over its online content via a content

management system. HeBS Digital managed

search engine marketing (SEM) campaigns

and implemented SEO strategies to increase

overall online revenue production. In addition,

the hotel website underwent a design refresh

and upgraded to HeBS Digital’s CMS Premium

product. The property’s dedicated HeBS Digital

account manager provided monthly reports and

conducted conference calls to discuss website

and campaign performance, status of production

projects and latest industry trends and best

practices. The end result was a total ROI of 1,553

percent with website revenue up 24 percent YoY

and leads up 62 percent YoY.

AwardsHeBS Digital has pioneered many of the best

practices in hotel marketing, social and mobile

marketing and direct online channel distribution. The

company has won more than 250 industry awards

in website design and digital marketing campaigns,

including:

• Adrian Awards

• Davey Awards

• Internet Advertising Competition (IAC) Awards

• Interactive Media Awards

• Summit International Awards

• Travel Weekly Magellan Awards

• WebAwards

• Webby Awards

• W3 Awards


[email protected] or visit www.hebsdigital.

com.

A humorous interlude, perhaps...

A friend was in front of me coming out of church one day, and the preacher was standing at the door as he always is to shake hands. He grabbed my friend by the hand and pulled him aside.

The preacher said to him, "You need to join the Army of the Lord!"

My friend replied, "I'm already in the Army of the Lord, Preacher."

The preacher questioned, "How come I don't see you except at Christmas and Easter?"

He whispered back, "I'm in the secret service."


Hospitality Technical

Services (HTS)Hebron, Ky.

htsnow.com

See also page 119

HSIA, Guest Internet Svcs., Wireless Tech.,

Help Desk/Svc. Desk, Digital Satellite TV Systems,

Bus. Ctrs., Mobile Device Tech., Guestroom Tech.

Expert HSIA and Converged Network Design/Installation/24x7x365 Support

Hospitality Technical Services (HTS) has a unique

perspective on the rapidly evolving technology

dynamics of the hotel industry, as it was formed in

2007 by CTO Bill Yung. As a member of a prominent

industry family that owns and manages hotels

across the United states, Yung literally grew up in

the hotel business. Prior to forming HTS, Yung was

vice president of technology at Columbia Sussex

Corporation, where he also had technology oversight

of Tropicana Casinos and Resorts.

In late 2013, Mark Holzberg joined HTS as CEO

to facilitate and manage the company’s growth.

Holzberg is an industry veteran with more than

20 years of experience in positions including CFO

of TravelClick; CEO of Lorica Solutions; managing

director of hospitality at XETA Technologies and

Windstream (ISG); and, most recently, vice president,

the Americas and global managed services at

Swisscom.

HTS combines the insights and perspective of

a hotel owner and operator with broad technology

and management expertise. It offers experience,

nimbleness and creativity not associated with

bureaucratic organizations, and has the depth and

resources to deliver and scale. HTS is a true trusted

advisor and long-term partner to its hotel customers.

HTS Approach and TechnologyHTS services range from complete HSIA and

converged network installations and upgrades to

taking over guest support with simple non-CAPEX

gateway swap-outs. In all cases, providing a cost

effective guest HSIA experience that is second-to-

none, with resulting GSS to match, is its objective.

Whether the application is guest email from a PC,

streaming “House of Cards” on Netfl ix via a tablet

or hotel staff communicating over Wi-Fi on mobile

devices, HTS provides some of the most robust

and reliable network solutions at some of the most

reasonable value points.

HTS utilizes best-of-breed equipment, from

such companies as Cisco, HP and Ruckus, and it

doesn’t outsource its gateway/portal technology or

support. The HTS gateway offers one of the industry’s

most reliable solutions with its dual redundant

confi guration, which means if there’s a failure the

outage is measured in seconds not days. Developed

and supported by its internal R&D team, the HTS

gateway provides some of the most up-to-date

functionality, including tiered bandwidth, fl exible

billing and zone coverage options, conference service

features and custom splash page and redirect

capabilities. The company’s developers constantly

advance the solutions to meet the increasingly

demanding needs of the industry and the guests

that it serves. HTS works with its customers on the

solutions they require… no outsourcing of the core

technology… no homogenized products.

Managed Services and Support HTS maintains its 24x7x365 network operations

center and help desk just outside the greater

Cincinnati International Airport. HTS’s customer

care agents and engineers are all employees of the

company and are highly competent technically as

well as in their ability to empathetically address the

needs of hotel guests and staff. The solution center

provides around-the-clock guest and staff help desk

support, proactive network monitoring, diagnostics,

software maintenance, issue remediation and root

cause analysis as well as reporting.

HTS CustomersHTS’s customers include properties fl ying the

fl ags of such brands as Marriott, Starwood, IHG

and Hilton – from very large, full-service hotels and

resorts to select-service properties – throughout the

United States and Canada. HTS is a fully certifi ed

Marriott GPNS provider.

For more information, call (859) 689-6958 or

email [email protected].

Hotwire CommunicationsPhiladelphia, Pa.

hotwirecommunications.com

See also page 119

Tech. Services, Guest Technology, TV Programming,

Guest Internet, HSIA Network, Wireless Technology,

Guest Phones, Telecom, Service Provider

Full-service Telecommunications Provider for Hotels

Hotwire Communications is a private cable

operator specializing in delivering fi ber-to the-room

(FTTR) and fi ber-to-the-home (FTTH) technology in

hospitality and multitenant environments. Through

its Fision Stay, Home, U and Work divisions, Hotwire

Communications provides customized services

to more than 8,000 hotel rooms, 200 residential

communities, 10,000 students and more than 50

million square feet of commercial offi ce space.

Using its private fi ber optic network, Hotwire

Communications delivers turnkey solutions and


specializes in designing, building and providing

state-of-the-art technology to hotels.

Fision Stay was created to offer hoteliers a

full-service telecommunications experience. The

ability to provide bundled services offers hoteliers

discounted pricing, a single point of contact and

ensures the highest level of integrated services.

Fision TVFision’s private f ber optic network provides a

variety of crystal clear free-to-guest and in-room

entertainment options for hotels of all sizes.

Echo TV, the IPTV platform powered by Ericsson

Mediaroom, gives guests advanced features like

Replay TV, Instant Channel Change, real-time f ight

status and the ability to order room service.

Cloud TV is an optimal choice for hoteliers that

want f exibility while providing an exceptional in-

room guest experience. With Cloud TV, hoteliers can

provide crystal clear IPTV with an interactive user

interface to smart TVs without the need for a set-top

box.

Both Echo and Cloud TV offer a fully

customizable in-room user interface, allowing hotels

to meet brand standards while offering an easy-to-

use online compendium of services. Guests can use

their in-room TVs to check in and out of the hotel,

view their folios or read messages from the front

desk. All in-room entertainment solutions integrate

into the property management system, offer video

on demand with revenue share and do not require a

server onsite.

Fision Internet and Wi-FiFision Stay can deliver up to 10 Gbps to

hotels, providing guests with the Internet speed

and reliability they expect when traveling. With

bandwidth on-demand options, hotels have the

ability to instantly upgrade dedicated bandwidth

to accommodate for conventions, meetings and

events which provides an additional revenue

stream without affecting the guest network.

Wireless services include robust wireless Internet

to guestrooms and common areas, using wireless

access points, Internet gateway supporting up

to 5,000 devices and a hotel branded Wi-Fi

authentication portal.

Fision VoiceFision’s managed IP-PBX solution utilizes a rich

feature set, high availability hardware/software, call

accounting with adjustable rate tables and full PMS

integration to deliver a world class IP-PBX platform

that will exceed customer and staff expectations.

The Fision IP-PBX solution is backed by Hotwire’s

world-class hospitality installation, support and

after-sales service.

For more information, visit Hotwire

Communications at HITEC booth No. 1354, call

(800) 40-WIRED, email f [email protected]

or visit hotwirecommunications.com.

Infor Hospitality, EzRMSNew York, N.Y. (Global HQ)

infor.com/product_summary/

hospitality/ezrms/

See also page 120

Revenue/Yield Management

Global Specialists in Hospitality Revenue Management

Infor Hospitality’s EzRMS is an industry-leading,

revenue and yield management SaaS solution.

In addition to automatically calculating demand

forecasts for each future use of hotel rooms, Infor

EzRMS recommends appropriate selling strategies

such as open/close rates, stay controls, open/

close room categories and overbooking levels –

maximizing yield and prof t.

Historically, most revenue optimization

algorithms have simply managed room price. But

EzRMS also considers ancillary spending that takes

place in spas and restaurants, on the golf course

and in other extra-revenue areas.

Infor EasyRMS’ Fully Integrated Additional Modules

Ez-QUOTE™ evaluates the opportunity to accept

or deny day-to-day group requests and proposes

alternative periods of stay and sales conditions for

the quoted group.

Ez-BUDGET™ is a decision support and

simulation module that provides a mathematical

approach to preparing and evaluating the different

scenarios possible with sales budgets of individual

properties.

Ez-REGION™ provides the ability to dynamically

def ne specif c regions with multicurrency

conversion options to enable global reporting in a

singular accounting unit, as well as single-entity

forecasting and optimization for multiple properties,

with a unique single-view calendar for focusing on

specif c property hotspots.

Ez-COMPETE™ is a unique competitor analysis

module set to receive market data as often as users

wish, listing Web (including GDS) rates for their own

hotel(s) and those of their chosen competitors.

Ez-CONTRACT™ is designed for evaluating any

kind of contracted business that a user had in

the past, currently had in the hotel or is looking

to take in the future. The module will analyze and

calculate the value of each contract based on not

just the production of the contract, but on additional

occupancy and revenue generated by this.

Clients and ReferencesInfor EasyRMS current clients include: First

Hotels, New Century International, Far East

Hospitality, Accor Worldwide, Toga Hospitality, The

Peninsular Excelsior Hotel Singapore, Trump Ocean


Club International Panama, Hotel Lutetia Paris,

Montage Beverly Hills and Rydges World Square

Sydney.

IntegrationInfor EzRMS™ offers integration to the following

products:

Property management systems including:

Infor HMS v3.6, MICROS-Fidelio: OPERA V2.5, V3,

V4, V5; Fidelio: V5, V6, V7.11, V7.14, V8, Xpress;

SoftBrands: Medallion, Portfolio; MSI: WINPM,

Nitevision; Amadeus: HOTIX, Starlight; HIS: AS400/

Paragon 2, Epitome, LodgingTouch 3.0; PAR

Springer-Miller Systems: V12, V14, V15, V17;

Easysoft: Sirocco; RDP; GEAC; Protel; LANmark;

Citadel; Brilliant; LMS; Tesipro; FOLS; EngiSoft;

ResortSuite; Virtual Matrix; NORTHWIND Maestro;

Hotel Concepts; RoomMaster; Realta; CM Soluções;

Agilysys V1; Cenium 5 & 6; Jazotel; Gubse; HNA;

CSHIS; and Silverbyte.

Central reservations systems including: TRUST;

SynXis; Pegasus NetRez; EngiSoft WebCRS; TARS;

and OPERA ORS.

Conference and banqueting systems including:

Newmarket Delphi.

Channel managers including: EZYield;

TravelClick ChannelDirect; Availpro; RateTiger;

FastBooking; SiteMinder; RateGain: ChannelGain;

Passkey; and ChannelRUSH.

Rate shoppers including: Rubicon/Marketvision;

RateTiger; TravelClick: RateVIEW; Benchmarking

Alliance; D2O: Performance Management

Intelligence (PMI); Cascade RM Services; Eclerx;

and RateGain: PriceGain.

Call (800) 260-2640 to speak with Infor’s

industry specialists or visit www.infor.com/product_

summary/hospitality/ezrms/.

InnLink/

Trust International Hendersonville, Tenn.

InnLink.com;

TrustInternational.com;

NexusWorldServices.com

CRS, Internet Reservations, GDS,

Online Distribution, Booking Engines, IDS,

Website Design & Hosting

Driving incremental revenue and value

for lodging clients is the passion and focus of

International Hospitality Services’ (IHS) companies.

The industry-leading brands include central

reservation service (CRS) providers InnLink and

Trust International, sales management and RFP

services provider Nexus World Services and the

hotel representation company Worldhotels.

As sister companies, InnLink and Trust

International provide independent hotels and hotel

groups with revenue solutions tailored to their

unique needs.

InnLink’s state-of-the-art booking technologies

deliver real-time, cloud-based reservation revenue

solutions for independent and boutique hotels.

InnLink’s best-in-class TravLynx technology platform

achieves bottom-line return on investment backed

by one of the industry’s strongest 24/7/365

customer service guarantees.

Trust International understands, supports

and simplifi es the complex distribution needs of

hotel chains. With its advanced multilingual CRS

application, yourVoyagerhotel groups increase

net revenue with fully customized solutions for

the distribution process including fi nancial and

operational services. Chain clients specify the

design and functionality for guests and staff to

integrate seamlessly people and technology.

Each company addresses its target market with

complete reservation services, including:

• Internet booking engine (IBE) – Web-based

booking technology on a hotel or chain

proprietary website. Hotel inventory reaches the

corporate and leisure traveler through the most

cost-effective, booking-friendly experience.

• Global distribution systems (GDS) and online

travel agencies (OTA) – Comprehensive

connectivity to all GDS and alternate

distribution system (ADS) channels. Merchant

contract management and ancillary services

through the GDS drive additional revenue

opportunities. Continually expanding the

distribution reach and enhancing the

reservation process ensures hotel rooms are

booked at the optimum rate and at the lowest

cost.

• Global voice services – Advanced Web-based

global call centers support 12 languages and

answer as an extension of the hotel’s staff.

External quality assurance and comprehensive

training sustain a best-in-class performance

rating. The software solution is also available

for a property’s in-house reservation center.

Nexus World Services delivers a comprehensive

suite of simple-to-use products with one goal in

mind – make life easier for hotel sales teams so

sales people can spend more time selling. Total

sales management for hotel companies includes

account management and sales planning,

corporate and consortia RFP processing, group lead

management, program and activity organization,

business qualifi cation and integration of data with

central reservation systems.

Applications are available as stand-alone

modules or as a fully integrated suite of solutions.

For more information, visit www.InnLink.

com, www.TrustInternational.com or www.

NexusWorldServices.com.


InvoTech Systems, Inc.Encino, Calif.

invotech.com

See also page 120

Uniform & Linen Management, Inventory Control,

Laundry Management, Security Mgmt. Systems

InvoTech Expands Globally – UHF-RFID Linen, Laundry and Uniform Systems Implemented by Resorts World Sentosa Singapore and Palace Resorts in Mexico

InvoTech Systems provides advanced linen

management, uniform and laundry systems that

integrate the latest RFID technology to increase

proftability for hotel and casino operators. InvoTech

is recognized globally for its systems that save

companies time and money.

Resorts World Sentosa Singapore implemented

InvoTech’s UHF-RFID Uniform System to protect and

manage more than 200,000 valuable uniforms for

its six hotels and multiple dining and entertainment

outlets. Resorts World Sentosa is on Singapore’s

resort island of Sentosa and is home to Universal

Studios theme park. InvoTech provided UHF-RFID

portable hand-held readers to take physical inventory

and perform other functions. To control accountability,

InvoTech also installed UHF-RFID equipment on the

White Conveyor U-Pick-It System to automatically

record which uniforms are on conveyors and which

have been retrieved by employees. The extensive

Resorts World Sentosa uniform operation completed

its system installation and training in less than a

month.

Palace Resorts, with seven fve-star ocean-front

resorts in Mexico, recently installed InvoTech’s Multi-

Property, Multi-Lingual, RFID Linen and Laundry

Systems for automated linen and laundry control

and cost reduction. Palace Resorts implemented the

InvoTech Linen System at all resort properties and

installed InvoTech’s Laundry System at the Palace

Resorts laundry distribution center. The InvoTech

Systems provide Palace Resorts with complete control

over linen inventories and establishes more effcient

operations.

InvoTech also implemented its UHF-RFID Laundry

System at the Systematic Laundry in Singapore.

Systematic Laundry provides laundry services

to Resorts World Sentosa and other businesses.

InvoTech’s Laundry System enables highly accurate

and effcient tracking of property uniforms and linens,

enables accurate billing and eliminates losses by

electronically tracking and recording all items.

Domestic InvoTech clients include MGM Resorts

International, Ritz-Carlton, Hyatt Hotels, Marriott, Hilton

Hotels, Universal Studios Florida, Wynn Resort Las

Vegas and Macau, Madison Square Garden, MSR-FSR

Laundry, Empire State Building, Loews Hotels and

Mandarin Oriental. InvoTech’s international customers

include the Venetian Macau Resort Hotel; MGM

Grand Macau; Four Seasons Macau; Grand Hyatt

Shanghai, China; Burswood Entertainment Complex,

Australia; and Sheraton Seoul, Korea.

InvoTech – Systems for Effcient Operations to Increase Proftability

Invotech Systems include:

• Uniform system: Manages uniforms, monitors

employee use, delivers a 20 percent savings in

labor costs and a 10 percent reduction in ongoing

purchases.

• Linen system: InvoTech’s UHF-RFID technology

monitors and controls linen movement

throughout a property and to/from its laundry.

It provides 100 percent reduction in non-theft-

related losses, cuts labor costs by 50 percent and

provides control of outside laundry charges.

• Laundry system: On and off-site laundries

use InvoTech to track all items in a facility. It

eliminates shipment discrepancies and billing

errors between laundries and customers.

• Security system: InvoTech’s Security System

manages multiple security department

responsibilities from one application. The

comprehensive design enables clients to select

only the modules needed for operations. Modules

include:

- Keys/inventory tracking

- Patrol manager

- Security logs

- Incident reports

- Lost and found

- Lockers and locks

Commitment to Customer SatisfactionInvoTech’s leadership is a result of its focus on

customer service. InvoTech provides professional on-

site installation and training that includes personal

instruction, classroom seminars and management

training. InvoTech also provides 24-hour customer

support and ongoing software enhancements.

InvoTech was founded in 1992 and serves the

worldwide hospitality industry with installations

throughout the United States and 21 countries.


[email protected] or visit www.invotech.com.

InvoTech will be in booth No. 240 at HITEC.

Be sure to check out the reference guide section

in the digital editionfor contact information on all the vendors listed in the pipeline.


Kaba Orlando, Fla.; Montreal, Quebec, Canada

KabaLodging.com

See also page 120

Hotel Locking Systems, Electronic Locks,

RFID Locking Systems

Kaba Announces New Mobile Access NFC and BLE Solutions at HITEC; White Lodging Implements Kaba RFID Door Locks at 30 Properties

Kaba Mobile Access SolutionsAt HITEC Kaba will demonstrate the advances

of its corporate Kaba Mobile Access Solutions

group. The group is an innovator in NFC, BLE and

other technologies that enable the issuing and

management of mobile credentials. These secure

digital credentials may be issued across Kaba’s

line of RFID access control products for safe and

convenient entry to hotel rooms and other secured

areas. Kaba offers a variety of mobile credential

solutions to f t specif c property needs.

Kaba SecureShift Advanced Remote Security Kaba SecureShift Advanced provides

comprehensive remote security management with

an easy-to-use touch-screen terminal. The system

lets operators encode, modify and deny RFID

keycards. For greater f exibility, operators access the

SecureShift system via a Wi-Fi connection or a wired

property-based platform. Operators may remotely

change guest/keycard access check-out dates on

locks, read lock entry logs and quickly update guest

RFID keycard and door access to simplify room

changes.

White Lodging Selects Kaba as Best Product, Service and Price

White Lodging implemented Kaba’s Saf ok brand

Quantum and RT RFID guestroom door locks at

more than 30 Marriott, Hilton, Hyatt, IHG and other

properties. “We selected Kaba locks after a thorough

evaluation of the three major lock providers. Kaba

was the best lock system on the basis of product,

service and cost,” said Thomas D. Riegelman, vice

president of engineering and facilities management

for White Lodging. “The current agreement covers 30

existing properties and we expect to add additional

Kaba properties in 2014 and 2015, both existing and

new construction.

“We have an excellent Kaba project team

managing our implementation,” Riegelman said. “We

are replacing our mag stripe locks with the latest

fully interfaced RFID locks. We are also planning to

implement a number of systems integrated with the

property’s guestroom energy management system to

maximize guest service and energy savings.”

White Lodging has standardized on RFID lock

systems for its retrof t projects and for all new

construction. Riegelman said, “We have 10 hotels

opening this year, and all of them will have Kaba

locks. I expect White Lodging’s strong relationship

with Kaba to continue well beyond these current

lock system replacements. Kaba has remained an

excellent choice for White Lodging.”

The Kaba Saf ok Quantum II brand RFID lock

offers an attractive two-piece modular design that

combines a contemporary appearance with Kaba

reliability. Quantum locks provide online capability

with Kaba’s Messenger™ system that converts

stand-alone, battery-operated door locks into bi-

directional communication devices for greater guest

safety and operational convenience. The Kaba

Saf ok RT brand is a rugged contactless lock that

offers RFID technology to enhance the guestroom

access experience and streamline operations. The

full-body RT lock is a perfect retro-f t option for

replacing existing mechanical or electronic door

locks throughout a facility.

Kaba Conf dant RFID Attractive Retrof t Lock

Kaba’s Conf dant brand RFID lock offers

a beautiful plug-and-play retrof t solution for

properties that want to upgrade existing locks easily

and cost effectively. With the Conf dant upgrade,

only the front lock housing has to be replaced.

Kaba’s RFID technology provides enhanced security

and guest convenience, and better staff monitoring

with stronger user accountability.

For more information on Kaba and its products,

please contact Dena Reyes at (800) 999-6213 or

email [email protected]. Kaba will be in booth

No. 513 at HITEC.

Knowcross SolutionsNewport Beach, Calif.

knowcross.com

See also page 120

Rapid Response, Guest Incident Tracking,

Mobile Device Technology, Housekeeping,

Preventive Maintenance & Engineering

Knowcross Solutions provides a mobile-based

multiproperty suite of software applications to

improve guest service and operational eff ciencies.

The solution is deployed at the world’s leading

hotels in more than 35 countries.

Knowcross Mobile gives hoteliers the freedom

to manage their hotels from anywhere, allowing the

management of guest requests, complaints, service

glitches and operational functions such as minibar

posting and housekeeping as well as enabling

the view of detailed guest prof les, arrivals and

departures lists from the PMS.

Yes, you read that right. The CIO Summit is in Milwaukee! Located on beautiful

Lake Michigan and with atractions and amenities that rival top-tier destinations, Milwaukee is easy to

get to, easy to get around, easy on the budget and has an easy atitude.

For the 13th year in a row, technology leaders from major hotels, casinos, cruise lines, management

and timeshare companies come together at The CIO Summit. From a driving adventure to an authentic

Miller Park tailgate and Brewers baseball game to a program created by CIOs for CIOs--the networking

will be our best yet. For more information, email Event Manager Charlote Somers

[email protected] or visit www.theciosummit.com.

September 3-5, 2014-Milwaukee Marriott Downtown

Scan this page for a video

from The CIO Summit


Knowcross’ guest service management module

automates handling of guest requests, complaints

and maintenance jobs. It is highly rated by users

for the range of features it offers and its ease of

use compared to other such systems. The system

supports 180 languages and allows multiple

languages to be used in the same hotel. Its

communication module allows two-way messaging

via email, SMS, DECT and IP phone systems.

Glitch is an invaluable service recovery tool to

manage service breakdowns and guest complaints.

It allows users to track guest complaints and ensure

proper guest issue follow-up and closure. It also

provides management with analysis and reporting to

identify weak areas needing additional training.

The Knowcross housekeeping management app

helps hotels maximize their return on investment

by automating cleaning priorities and management

dynamically and in real time. It also helps hotels

go green by enabling them to set up and manage

environmentally friendly cleaning programs based on

guest preferences.

Checklist lets hoteliers conduct all their

inspections from a smartphone or tablet. MOD

inspections, food and beverage checks, routine

maintenance audits and the like can be set up in a

matter of minutes. When checklists are submitted,

the software automatically mails out the reports to

pre-designated recipients. The system allows users

to set up lists with standard or custom f elds and lets

them capture photographs and save them with their

checklists.

Knowcross Solutions interfaces with a variety of

property management systems, including MICROS’

OPERA. The HTNG interface greatly enhances the

hotel’s ability to personalize guest service and

extends the functionality of the PMS and information

to the staff’s pocket. It enables hotels to tailor room

setups on the basis of the known guest preferences

and deliver amenities, welcome drinks and other

services automatically. The system also writes back

guest preferences, glitch and complaint information

into the guest prof le in the PMS.

Through its cutting-edge work in mobile

applications, Knowcross is helping the industry to set

new standards for the next generation of hospitality

technology.


[email protected] or visit www.knowcross.com.

Maxim Revenue Management Solutions

(MaximRMS)Chicago, Ill.

maximrms.com

See also page 120

Yield & Revenue Management

Maxim® Revenue Management Solutions

(MaximRMS) provides one of the easiest to use

and most effective suites of revenue maximization

systems available to the worldwide travel and

hospitality industry today.

Exciting Updates – Global Reach• Coming Soon: Global hotel data provider will

soon be announcing a series of advanced

hotel data products powered by Maxim

Technology and that will allow hotel operators

to understand their competitive position in

real time and take action to improve it in ways

never possible before.

• IDS RezNext, a global leader in ERP and

total technology solutions for the hospitality

and leisure industries, has partnered with

MaximRMS to provide a custom-tailored

version of e.FLEX RMS for three-star, four-

star and f ve-star properties throughout India,

Middle East and Southeast Asia.

• Hyatt Hotels continues to replace competitor

RMSs with the advanced MaximRMS systems

throughout Asia, India and LAC.

Advanced Technology Made SimpleThe power of MaximRMS e.FLEX enables its

customers to:

– Improve RevPAR from the f rst night of use

– Speed response to competitive actions

and changes in consumer behavior

– Increase decision-making eff ciency

– Improve prof tability across all brands

MaximRMS e.FLEX is designed and built

from the ground up for large international hotel

organizations with multiple brands and complex

segmentation, yet can be effectively used by

smaller, limited-service and extended-stay, two or

three-star properties down to 50 rooms.

MaximRMS is powered by advanced patented

mathematical algorithms. These evolved from the

most successful prof t maximization technology

used by airlines, car rental, cruise lines, shipping

and the entire travel and transportation industry

for three decades. MaximRMS e.FLEX has the

unique ability to dynamically respond to emerging

travel trends, price-sensitive distribution channels,

Find out how Hospitality Upgrade

can help you reach the major hotels,

motels, brands, cruiselines, casinos

and management companies.

Email [email protected].


competitive position and complex customer

segmentation.

MaximRMS clients have documented

increased revenues of 8 percent to 18 percent and

measurable increase in competitive position.

Fast, Effcient, Targeted Results Used Throughout Customers’ Organizations

MaximRMS’ systems have the fexibility to

satisfy power users who dig deep and analyze

data nuances, users who have only a few minutes

to review performance and address high-priority

actions, and regional revenue managers who

control many properties each day.

Easy-to-use multiproperty dashboards drive

effcient business practices, providing at-a-glance

performance, alert-driven actions, and the ability to

instantly drill down to detailed analyses.

MaximRMS applies advanced predictive

analytics and patented non-linear optimization to

hotels' internal data combined with competitive

performance, rate and demand data. Because

of the extent of data captured and the detailed,

accurate long-term performance forecasts, many

hotels use the systems as the following:

– A key budgeting and planning tool

– Direct input to their fnancial systems

– The source for additional data mining and

analysis.

Custom Deployment, Quick Payback and High ROI

MaximRMS rolled out a customized version

of the e.FLEX revenue management system to an

entire extended-stay hotel brand, addressing:

• Simplifed, focused features and more than 99-

day full pattern length of stay controls

• Complex IT infrastructure for data capture and

delivering rate recommendations

• Customization to support unique business

processes of the brand and properties

• Low operating costs with superior results

leading to payback within months and 2X to 10X

ROI.

For more information call (773) 665-1400,

e-mail [email protected] or visit www.

maximrms.com.

Merchant LinkSilver Spring, Md.

merchantlink.com

See also page 120

Payment Processing

About Merchant LinkFor more than 20 years Merchant Link has

removed the risk and hassle of payments, with

cloud-based payment gateway and data security

solutions. In 2006, Merchant Link began tokenizing

cardholder data, and a few years ago it introduced

point-to-point encryption. Merchant Link’s solutions

are live and in production at some of the world’s

largest lodging and restaurant brands.

TransactionShield®: Point-to-point Encryption Solution

Working with industry leaders and dedicated

partners to encrypt sensitive credit card

information, TransactionShield protects data in

fight at the point of interaction and as it travels

through an IT environment. Decryption occurs within

Merchant Link’s hosted payment gateway. This

cloud-based decryption reduces risk and eliminates

all unencrypted data from an environment.

TransactionVault®: Tokenization Solution

TransactionVault manages risk by storing guest

data away from the property, keeping it safe from

hackers. TransactionVault technology works through

the Merchant Link infrastructure, at the point of

sale, so the PMS never sees or stores sensitive

credit card information. Cardholder data is captured

and stored in a secure, hosted “vault.” The data is

replaced with tokens that safely live inside the PMS.

Next-generation Payment GatewayThe Merchant Link Payment Gateway™ is a

trusted, processor-neutral gateway that provides

merchants with a single interface to all major

payment providers. The gateway establishes a state-

of-the-art connection betweena business and its

processor, offering streamlined support, a fast and

secure network and value-added services that save

time and money. By moving to Merchant Link’s 100

percent hosted architecture, hoteliers can move

away from a premised-based credit card interface,

improving data security and removing local systems

from PCI scope.

E-commerce Solutions Merchant Link offers e-commerce solutions

that provide all the security and fexibility needed

to process payments online and in card-not-present

environments. Its hosted payment form option

enables secure routing of sensitive cardholder

data directly from the checkout page to Merchant

Link for authorization and tokenization while

preserving the look and feel of the website. It also

signifcantly lowers risk and eases PCI compliance

efforts by blocking merchant access to cardholder

data.

BizPortal™ Web-based ReportingBizPortal is Merchant Link’s feature-rich

reporting module available to all payment gateway

customers free of charge. Merchant Link offers

complete installation services and best-in-class

support, 365 days a year.


Added Benefts for HoteliersAdded benefts include:

• Duplicate Transaction Prevention System: Helps

prevent expensive chargeback fees.

• Offsetting Transaction Prevention System: Reduces

errors and prevents them from showing up on

customer statements.

• Choice of batch settlement or real-time settlement:

Gives the user control over which options work best

for his or her business.

• High-speed transactions (under three seconds):

Speeds up check-in lines, resulting in improved

guest experience.

• Proactive batch monitoring and recovery: Ensures

funds are delivered accurately and consistently.

VAR Partnerships: Integrations Made EasyMerchant Link continues to expand the number of

payment devices and systems it connects to. Its team is

committed to going above and beyond to make things

easy, with hands-on support during implementation

and ongoing to capitalize on sales opportunities.

For more information call (866) 853-3845 or email

[email protected] to learn more.

MICROS Food and Beverage SolutionsColumbia, Md.

micros.com

See also page 120

POS, B/O Acctg., Enterprise, Casino, Wireless,

Hardware, Online Ordering, Bus. Intelligence, Labor,

Kiosk, Inventory, Commerce, Guest Engagement

MICROS continues to provide new and innovative

solutions that focus on streamlining business through

its leading mobile technology that empowers the

hospitality industry. In February, MICROS released

Simphony Enterprise Solution’s largest and most

feature-rich version to date, and this summer will

release the newest addition to the MICROS mTablet

family of mobile POS solutions.

MICROS Simphony Enterprise Solution’s new

features help improve the guest experience and allow

restaurateurs to manage their systems more effciently.

Customers can now book table reservations using

their favorite mobile devices with the latest release

of the MICROS myreservations Online Reservations

System with direct integration to the MICROS Table

Management System (TMS). New table management

capabilities allow oversight of reservations made by

phone or online, waitlist management, order and loyalty

tracking and meal pace projection through the MICROS

Kitchen Display System (KDS). For guests this means

better and faster service, and for MICROS clients

it means increased labor effciency, elevated guest

satisfaction and increased return on investment.

Another addition to MICROS Simphony, condiment

prefxes are helpful preparation instructions which

eliminate confusion upon order entry and meal

preparation. Prefxes like “no,” “add,” “sub,” and

“extra” can now be added to let the kitchen know

how the item has been modifed, lowering food cost

by providing the kitchen with better prep information

and improving overall ordering accuracy. In addition,

the newly added autofre feature allows staff to enter

an order into the system up to two years in advance,

ensuring that future orders are prepared at the

appropriate time. These are just a few of the more than

30 new features and enhancements that the MICROS

Simphony Enterprise POS can bring to operations.

This summer, in collaboration with Microsoft and

Intel, MICROS will release the newest addition to the

MICROS mTablet family of mobile POS solutions. The

E-Series line of tablets blends affordable hardware and

extended battery life with all of the enterprise-grade

capabilities provided by MICROS software. This sleek

yet durable solution will be available in two convenient

sizes: an eight-inch hand-held version designed with on-

the-go restaurant staff in mind, and an 11-inch version

that is both fully mobile and fully compatible with the

MICROS mStation base for the added fexibility of a

workstation option with full peripheral connectivity.

When running MICROS Simphony on Windows

8.1 Embedded Industry, the E-Series tablets will

have the option of running the revolutionary MICROS

Engagement Feature, a rich user interface featuring

an ultra-modern look and feel with interactive live tiles.

This feature brings a fuid, beautiful touch experience

to the highly customizable tool while providing

advanced capabilities that will signifcantly raise the

bar on what a modern point-of-sale system should be.

When using the E-Series tablets combined with the

MICROS Engagement Feature, staff members will be

able to perform multiple activities from one device,

including making guest interactions and transactions

extraordinary.

For more information about MICROS’s latest product

releases, please visit www.micros.com or call (866)

287-4736.

Moreton Bay Technology

Pty LtdWilloughby, NSW, Australia

mbtcheck.com

See also page 121

Procurement, Inventory and Cost Control, Food Cost

Analysis, Recipe Management, Supplier Management,

Foodservice Management Systems

Since 1990 Moreton Bay Technology (MBT) has

specialized in comprehensive cost control solutions for

the hospitality industry. Its CHECK branded solution

meets the requirements of individual hotels and


multinational hotel chains. MBT has clients in

more than 70 countries and works with some of

the world's largest hospitality management groups.

Clients include Hilton, IHG, Harbour Plaza, Shangri-

La, Banyan Tree, Mandarin Oriental, Four Seasons,

SWIRE, SSP and HKJC, Sunway and many more.

MBT is headquartered in Sydney, Australia, with

regional offces in Beijing and Manila. A partner

network supports its clients in Europe, Middle East,

Africa and the Americas.

The fundamental features of CHECK are

purchasing, inventory management and food and

beverage cost control. It is a globalized solution

supporting multiple languages, taxes and currency

with 60-plus current localizations. For effcient

supplier collaboration, CHECK offers many

e-business capabilities that include supplier portal,

open/closed tenders, automated supplier catalogue

and price-book upload and electronic order. For hotel

groups, CHECK offers a groupwide multinational

procurement platform, supporting central control of

product, supplier and price, and enabling spend and

performance analysis.

MBT's approach and CHECK'S current and future

development is enveloped in a unique framework

that will help its clients become more competitive.

To manage cost effectively, businesses need a

system that allows them to plan, control and monitor

their performance, and accordingly, fne-tune their

strategy to realize continual process improvement

and cost reduction. CHECK makes this possible

through its unique features that allows clients

to categorize with purpose, budget to monitor

performance, purchase with control, account for

stock and report with clarity.

MBT is now supported by its newest and largest

distributor Infor, which is authorized to distribute

CHECK products worldwide. Headquartered in

New York, Infor is a leading provider of business

application software serving more than 70,000

customers and offering deep industry-specifc

applications and suites engineered for speed,

and with an innovative user experience that is

simple, transparent and elegant. Infor Hospitality is

designed to address the specialized requirements

of hotels, resorts, casinos and government lodging

agencies. With a full suite of fnancial and operations

applications that help organizations manage the

online and guest experience, Infor Hospitality

solutions let employees focus on improving guest

service and enhancing the bottom line.

MBT will release its new version 5 at HITEC using

new technologies developed with MVC (Model, View

and Controller) using MSSQL 2012, Razor View

Engine and Telerik controls, and the new controls

for the menu, grid and page layout are designed to

provide a better user experience.

As well as the new version 5, MBT will release

several new features and modules such as a full-

featured budget module for inventory and capital

purchasing, cube reporting with analytics and

dashboard reporting and much more.

To see these features and more please visit MBT

at HITEC booth No. 407 or www.mbtcheck.com.

NewmarketPortsmouth, N.H.

newmarketinc.com

See also page 121

CRM & Guest Relations/E-marketing, S&C,

Response Mgmt., Mobile Device Tech., Mobile Sol.,

Preventive Maint., Guest Incident Tracking

Newmarket, a Trusted Partner for Hospitality Technology

Newmarket International, Inc., an Amadeus

company (Newmarket), is dedicated to delivering

industry-leading solutions that keep hospitality

organizations productive, fourishing and successful.

The combination of Newmarket's expertise and

exceptional customer service with Amadeus’ scale

and global reach results in the delivery of integrated

high-value products and services. Both companies

have long-term experience in the hospitality market

and recognize that ultimate success is driven from

customer satisfaction. As a result, the industry will

continue to see a strong commitment from the entire

Newmarket team to providing innovative technology

products and services while moving forward in

exciting directions.

An Industry Standard for Sales, Catering, Groups and Events

Delphi sales and catering remains an industry

standard for empowering hotels and venues

worldwide to increase revenue and bookings, lower

costs and improve guest satisfaction.

Delphi 2013 and Delphi+ on the Microsoft

platform, feature the Newmarket mobile app, N2GO,

which allows sales professionals to use mobile

devices to access Delphi functionality such as

account and contact lookup, availability views and

activity creation while on the move. The Spring 2014

edition of Delphi+ includes package functionality with

package quoting as well as settlement and check

features.

Delphi.fdc, built on the Force.com platform,

enables global or centralized sellers to distribute

prequalifed RFPs to their entire portfolio of

properties and venues. On property, Delphi.fdc

manages the entire group events process from

sales to event scheduling, ordering of function

items and distributing banquet event orders (BEOs)

and banquet checks. The Spring 2014 edition of

Delphi.fdc provides integration to the Newmarket

MeetingBroker and eProposal solutions, together with

an enhanced pace and performance feature.

Connecting Event Planners and VenuesMeeting the demands of today's event planners,

iPlan, MeetingMatrix and eProposal present meeting


spaces in engaging and interactive ways by combining online software and services. Recent enhancements to iPlan include a new search engine, improved usability, HTML 5 responsive design, Google Analytics and Google Maps & Attractions.

Service Optimization SolutionsFrom helping housekeeping run more effectively

to improving workf ows and inventory accountability,

solutions such as HotSOS, REX and PMWorks optimize hotel services, increase staff productivity and reduce costs while creating better guest experiences and loyal customers. The release of HotSOS Mobile gives managers knowledge about operations in the palm of their hands, with general availability scheduled for Summer 2014.

Group Distribution ChannelMeetingBroker enables venues of any size and

complexity to capture and win new business from multiple channels, including above-property sales, sister properties and public online lead channels. This distribution and content solution eliminates sales bottlenecks, prioritizes responses to preferred accounts and optimizes customer communications, resulting in increased bookings and revenue while delivering exceptional service. The Spring 2014 release includes improved collaboration, proposal enhancements, admin location controls, setup value mapping utility, turn down workf ow focus and

notif cation enhancements.

What does the future hold? Learn more about Newmarket and keep current with exciting news at www.newmarketinc.com.

Passkey International, Inc.Waltham, Mass.

passkey.com;

lanyon.com

See also page 121

Meeting & Event Planning, Booking Engine, Internet Reservations, Technology Services

With more than 100,000 events, 10 million reservations and $5 billion in group revenue processed each year, GroupMAX has a proven track record of maximizing group occupancy and generating signif cant ADR lift for groups while helping hotels offer

exceptional service levels to their meeting planners and guests.

GroupMAX is considered an industry standard in group bookings and is now deployed across hundreds of major hotel brands, independent hotels, resorts, casinos and destinations.

At the heart of GroupMAX is the ability for hotels to create a personalized online booking experience for each group in seconds. This drives 50 percent or more of their bookings online, while maximizing their

revenue for each event from the sale of room upgrades, extended stays and hotel add-ons to group guests. Meanwhile, meeting planners enjoy the convenience of live dashboards and email alerts that help them maximize their room blocks and ensure attendee satisfaction.

The technology also features one of the industry’s only PCI-compliant room list tools, helping hotels secure their guests’ personal and f nancial information, and avoiding

the risks associated with non-PCI compliance.

Hotels Gain a Competitive Edge with GroupMAX™

The GroupMAX technology provides hotels a powerful competitive advantage by equipping them with time-saving tools proven to improve service levels and maximize their revenue and prof t potential. A few specif c

tools include:

• Customized event booking websites

• A scientif c method to upselling

• Built-in email marketing

• Live event dashboards

RegLink is an integration tool that lets planners seamlessly connect their preferred registration systems to GroupMAX’s booking website, creating a more eff cient

registration and reservation process. This helps planners accelerate booking pace, increase reservations within contracted blocks and mitigate attrition risk.

For more information on GroupMAX’s powerful

solution, visit www.passkey.com or call (866) 649-1539.

PhoneSuite®

Broomf eld, Colo.

phonesuite.com

See also page 121

Hosted Voice Networks, Guestroom Technology, Guestroom Telephones, Call Accounting, Telecom,

Voice Mail, Wake-up Services

Hospitality Voice SolutionsPhoneSuite® has leveraged its expertise in

communication technology to provide a full range of high-quality, energy-eff cient, cost-effective phone systems

exclusively for the hospitality industry for more than 15 years.

Meeting the needs of all brands and hotel types, PhoneSuite offers solutions from small economy motels to large, upscale and luxury properties. Its new Voiceware® platform can be imbedded into a legacy analog system, can operate as a premise-based service or can be provided as a hosted solution (SaaS) – whichever approach best meets the property’s infrastructure, needs, budget and tech philosophy. CapEx weighted or OpEx weighted – the property chooses.

PhoneSuite is proud to have installed more than 4,200 hotel phone systems in properties ranging from B&B’s to 600-room franchise hotels throughout the


United States and Canada. Its products, combined

with nationwide dealer support and engineering

expertise, create reliable communication solutions

that meet or exceed all brand requirements.

PhoneSuite is an approved, endorsed or preferred

vendor for most major hotel chains, an allied

member of the American Hotel & Lodging Association

(AH&LA), a founding sponsor of the Asian American

Hotel Owners Association (AAHOA) and a member of

Hotel Technology Next Generation (HTNG).

Voiceware by PhoneSuite was recently named

Approved for Global IT by InterContinental Hotels

Group (IHG).

At PhoneSuite, they consider themselves

hoteliers frst, voice technology experts second.

Voiceware®

Voiceware is a SIP-based, full-featured hospitality

IP-PBX – all encompassed in a software service. This

means that no matter what constraints are placed

on the hotel voice solution – analog or SIP, premise

or cloud based, turnkey (proprietary but complete) or

open-standards – Voiceware can drive it.

The Voiceware Browser Console is a game

changer at the front desk and operator stations,

streamlining the ability to answer and transfer calls,

set wakeups and alter the defned set of incoming

call answering positions on the fy. For a fraction

of the cost of the outdated front desk console,

properties can have any number of virtual Voiceware

Browser Consoles running.

The same powerful Voiceware solution with

multilanguage support, advanced wake-up features

and reporting, reliable 911 handling and alarming

and 24/7/365 cloud-based factory monitoring is

running every PhoneSuite IP-based installation,

including:

• All-SIP guestrooms, SIP admin phones and SIP

trunking

• Hosted (SaaS) solution with third-party SIP

standard gateways

• Legacy analog guestroom/common area phones

• Legacy analog or T1/E1/PRI trunks

• Packaged hybrid Voiceware/analog all-in-one

rack mountable PBX

Series 2 V.IPThe Series2 V.IP (Voiceware Integrated Platform)

was designed to bring legacy analog phones and

trunks together with modern, SIP-based voice

communication – at whatever level the hotel is

comfortable with. Take advantage of what VoIP

and SIP have to offer, including inexpensive SIP

phone lines and the OpEx-focused SaaS delivery

and payment method, without making a major shift

in technology nor investment in new property-level

voice system infrastructure.

For more information or a free VoIP/hosted voice

stress test, stop by booth No. 413 at HITEC, email

[email protected], visit www.phonesuite.com or

call (800) 245-9933.

The Rainmaker GroupAtlanta, Ga.

LetItRain.com

See also page 121

Yield & Revenue Management, Analytics, Business

Intelligence, Casino, Consulting

A Market Leader in Revenue Management and Proft Optimization Solutions

The Rainmaker Group is a market leader in

proft optimization software and services for the

hospitality industry, including the gaming sector.

Headquartered in Atlanta, Rainmaker is a three-

time winner of the Inc. 5000 fastest-growing

privately held companies in America and has been

on the distinguished list of the Georgia Fast 40.

Rainmaker leverages cutting-edge research to

bring customers the most sophisticated solutions

to their revenue management challenges. Serving

more than 150 properties worldwide, Rainmaker

software provides clients a strategic advantage

in achieving the highest proftability from their

assets.

A Pioneer Challenging the Status QuoRainmaker has earned its leadership position

by challenging conventional thinking and

traditional models of revenue management. In

doing so, it originated and continues to refne

the application of the distinctive concept of total

revenue management and total guest value. Since

its debut 13 years ago, this unique methodology

has helped boost gaming and non-gaming

revenues at numerous established casino-hotel

properties from 5 percent to 15 percent.

GuestREV®: Industry’s Go-to Revenue Management Application for Accurate Forecasts and Optimal Results

Rainmaker’s fagship product, GuestREV®,

is a go-to revenue management application for

gaming properties. It recommends pricing for

more than 150,000 rooms at leading casino-hotel

organizations and hospitality companies. Info-Tech

Research Group’s “Vendor Landscape: Revenue

Management Systems” report listed GuestREV as

the 2013 Trend Setter Award recipient, calling it

“the perfect system for cutting-edge casino-hotels

looking to make decisions based on total guest

value.”

GuestREV’s Extended ReachGuestREV has extended its reach to include

non-gaming resorts and hotels that have also

experienced the benefts of the system’s unique

functionality and demonstrated incremental

revenue capability. It is operational in more than

50 hotel full-service/resort hotel properties.


GroupREV®: Hospitality’s Hidden Gem for Empowered Group Sales

GroupREV® is a sophisticated, yet simple-to-use

sales empowerment tool for group forecasting and

pricing. It enables sales managers to respond faster

to customer inquiries and prospect opportunities,

and do so with greater confdence because quoted

prices are based on specifc market and competitive

conditions. Sales managers are able to replace

instinct with sophisticated algorithms and quote

group rates much more quickly. GroupREV can

be confgured to address a hotel chain’s unique

business plans and sales goals for its diverse and

varied individual properties.

This price optimization software uses a scientifc

modeling and elasticity-based approach that goes

well beyond displacement analysis to solve the

longstanding challenges associated with group

pricing.

ReelREV™: Improving Slot Performance for Casino Operators

ReelREV™, Rainmaker’s newest innovation, is a

hosted solution that improves the slot performance

of today’s dynamic casino environments. It achieves

its mission by monitoring, scrubbing, formatting,

standardizing and normalizing datasets, and then

diagnosing and prescribing opportunities to improve

slot performance to guide operator execution to

yield the whole foor.

This new slot foor solution earned Rainmaker

a spot on the Technology Association of Georgia’s

list of prestigious Top 40 Innovative Technology

Companies in Georgia. It is operational in several

casino environments.


visit www.LetItRain.com.

RedRock SoftwareLas Vegas, Nev.

redrocksoftware.com

See also page 121

Supply Chain Management, Procurement,

Recipe Management, Food Cost Analysis,

Inventory and Cost Control

RedRock Software was created by hospitality

professionals with more than 200 years of

experience in hospitality materials management. Its

revolutionary source-to-pay product was developed

from the ground up using Microsoft.Net and SQL

server technology. The Sourcing and Materials

Management System (SAMMS) offers all the

necessary procurement and cost control means

specifc to hospitality using Web-based technology

and offering a wide variety of options for large or

small enterprises. The system is designed with APIs

to interface to any accounting system and to the

major point-of-sale systems. The following are some

of the key features:

• Hosted or client-hosted environment

• Single or multiple property

• Centralized or de-decentralized for multiproperty

• Customizable home portal page by user

• Dynamic menu security specifc to job roles

• Report output to Word, Excel and Adobe PDF

The PROCUREMENT module supplies the

electronic approval work fow beginning with the

purchase requisition to include purchase orders,

contracts, receiving and single-step invoice

processing and reconciliation. Only authorized users

are able to create and maintain the disciplined item

catalog to include F&B, OS&E, MRO, FF&E, CAPEX,

services and sundry to ensure accurate inventory.

Features of the PROCUREMENT module include:

• Approval work fow with vacation bumping

• Receiving

• Contracts/BPOs

• Electronic bids

• Invoice reconciliation

The CAPITAL PROJECTS module offers

budgeting, commitment and expenditure tracking

and drilldown reporting to the document and line

item detail. Paperless work fow is available for the

redistributions of funds.

Features of the CAPITAL PROJECTS module

include:

• Paperless work fow to transfer funds for

redistribution

• Drill down to capability for documents

The INVENTORY module is a full-function

perpetual inventory system with wireless bar code

functionality. It provides full cost distribution to

the general ledger for inventory departments and

non-inventory cost centers within a single property

or among multiple properties. The module is fully

integrated with the purchasing module, providing

automatic update of inventory for pricing and

quantities upon receiving and/or upon invoicing.

Features of the INVENTORY module include:

• Perpetual inventory

• Automated replenishment

• Requesting product from inventory

• Transfer product from venue to venue

• Physical inventory

• Real-time inventory balance inquiry

The RECIPE and menu module consists of

the analytical tools to provide food and beverage

management with the decision support to improve

proftability. It includes easy-to-use recipe creation

and maintenance for Chefs. Interfaced to point-of-

sale systems to provide daily food cost reporting.

Recipe costs are updated daily based upon receipts

of the ingredient items.


Features of the RECIPE and menu module

include:

• Easy recipe creation by commodity level

• Global ingredient fnd and replace

• Copy feature

• Extensive COGS reporting

• Automated sales price from POS

The RESTAURANT module is a SAMMS

crossbreed to allow functionality from a single

portal. Simple one-step ordering and detailed food

cost analysis for a stand-alone restaurant or chain.

The RESTAURANT module includes:

• Single portal for all ordering and inventory

processes

For more information, please visit www.redrock

software.com or call (702) 204-9087.

RHR Systems, Inc.Ogden, Utah

rhrsystems.com

Back Offce/Accounting, Procurement

Originally developed by hospitality industry

veterans for the unique demands of hotels and

restaurants, RHR Systems presents RHR2. The

automated, Web-based purchasing solution allows

users to establish and control budgets for single or

multiple properties, departments and categories.

Armed with this information, users have a true

checkbook accounting process. In order to maximize

effciency, users can inventory and track items

on the property using hand-held devices and its

proprietary software. Staff can generate and scan

bar codes on any item, either an internal label or

the vendor’s UPC label. With RHR for Purchasing

it becomes possible to generate a very accurate

inventory in about an hour.

RHR Systems brought together three teams with

unique expertise to make the purchasing solution

a best-of-breed choice for hospitality enterprises.

The company’s internal software development team

and senior executive leadership have many years

of experience in creating solutions for the uniquely

demanding hospitality universe. Properties already

using RHR Systems’ solution in its earlier version

formed a users' group that helped to develop and

test its functionality. RHR Systems brought in a third

team of software developers with expertise in Web-

based solutions to help turn complex functions into

easy-to-use features.

RHR for Purchasing is applicable for virtually all

hospitality IT environments including:

• The system runs on Microsoft SQL Server and

ODBC-compliant database platforms. Smaller

properties take advantage of Microsoft’s SQL

Express.

• Web-enabled software runs on the worldwide

Web externally or on an internal browser,

corporate intranet or local area network (LAN).

This means that properties or entire companies

warehouse their own data and are not required

to use a third party.

• Designed for Microsoft Internet Explorer.

RHR for Purchasing is a complete purchasing and

materials management system that handles every

product or service that a hospitality unit can buy,

from food and FF&E, to offce supplies and sales

services. When users tie hand-held capabilities to

automated purchasing functionality, they get real cost

containment. Purchase order information is sent to

the hand-held device. Users can verify that product

arriving at the receiving dock is charged correctly and

the correct quantity of goods was received.

RHR for Purchasing provides valuable benefts for

the hospitality business manager including:

• Tracks the budget process − users can write

checks within their approved budget levels. As

budgeted items are purchased, RHR matches the

items and amounts consumed against what was

budgeted. Managers can see instantly if they are

staying within budget for everything they use.

• Enables online, paperless requisitioning, routing

and approvals of requisitions and purchase

orders.

• Generates purchase orders via email, electronic

data interchange (EDI), fax or conventional mail.

• Controls payments for food, beverage and other

supplies based on what is actually received, not

what is invoiced by the vendor.

• Converts supply costs accurately to recipe and

menu pricing functions.

Hotel managers using the RHR for Purchasing

solution have much greater freedom in creating their

own reports and tying their purchasing budgets and

inventory system to point of sale, back of house and

vendors’ systems.

For more information on RHR for Purchasing go to

www.rhrsystems.com.

RoamingAround, LLCDanvers, Mass.

roamingaround.com

See also page 122

Mobile Device Technology, Telecom, Trade Show,

Meeting and Event Planning, Social Media Mktg.,

Surveys and Guest Response, Loyalty

RoamingAround: Mobile Solutions for Hospitality

RoamingAround provides a suite of technology-

driven solutions designed for the hospitality industry,

corporate events, trade shows and promotions. These


solutions allow RoamingAround’s clients to become

a thriving part of the growing mobile ecosystem to

open new horizons for their business.

RoamingAround strives to help clients

differentiate themselves while increasing

occupancies for hotels, generating new revenue

channels, strengthening customer loyalty and

positively impacting the consumer experience for

its clients. When people think mobile, they think

RoamingAround.

Mobile Engagement: Creating Personalized Mobile Experiences

Effective mobile engagement solutions will

transform the way RoamingAround’s clients interact

with their customers, gather and analyze information,

observe trends and predict behavior and promote

their products and services.

Mobile Engagement combines 32 different

technologies in unique ways to create a personalized

consumer experience that generates the reaction

the client wants; whether it’s a new purchase,

redemption of a mobile offer, responding to a market

research question or becoming a brand advocate via

viral marketing.

Mobile Photo Share: Take Events Beyond the Limits of Time and Location

Mobile Photo Share is a personal way to engage

with attendees at events and leverage mobile

connectivity by instantly delivering branded photos to

their mobile phones. Each photo features a custom,

digitally branded frame designed to promote the

event. Within seconds of a photo being taken, the

image is sent via SMS text message to the photo

subject, who can instantly upload the image to his or

her Facebook and Twitter profle using the embedded

links in the text message, effectively expanding the

reach of the brand using social media. Mobile Photo

Share software provides analytics to help measure

the effectiveness and track the added exposure

of the event for managing marketing and brand

promotion initiatives more effectively.

Mobile Key: The Mobile Device Becomes the Room Key

Mobile Key, powered by OpenWays, is one of

the world's leading technology solutions allowing

any mobile phones to act as a guestroom key and

allowing hotel guests to use their mobile devices

(any smartphone or any cellphone on any network) to

unlock their door securely. Mobile Key enables hotels

to offer their guests the convenience of bypassing the

front desk, eliminating check-in lines and providing a

no waiting in line guarantee.

RoamBoost: Cellular Signal Enhancement Solution

Cellular networks are an integral part of modern

communications. However, cellular signals can be

relatively easily blocked, thus making access to

cellular voice and data services troublesome or

impossible. RoamBoost is a distributed antenna

system (DAS) solution that uses an exclusive

technology to enhance a weak or nonexistent cellular

coverage inside buildings.

All guests would rather spend their time and

money in a hotel that allows them to stay connected

through voice and data on their cellular devices. The

importance of cellular connectivity is so much that

customers expect to have cellular coverage as much

as they expect a clean room. Weak or nonexistent

cellular coverage will lower customer satisfaction

and result in guests switching to other hotels.

RoamBoost will also help the hotel staff and

management be more productive through reliable

communications.

For more information about RoamingAround call

(978) 777-8787 or visit www.roamingaround.com.

Sabre Hospitality

SolutionsSouthlake, Texas

sabrehospitality.com

CRS, Online Distribution, Booking Engine, GDS,

PMS, Internet Marketing, Website Design,

Online Media, RFP Solutions

Sabre Hospitality Solutions provides distribution,

operations and marketing solutions to the hotel

industry. Delivered primarily through a software-

as-a-service (SaaS) model, Hospitality Solutions is

used by more than 18,000 properties around the

world. Its integrated reservations systems, property

management system, distribution and marketing

services help hotels increase revenues, identify

savings and improve customer service.

Distribution SolutionsSabre Hospitality Solutions' distribution solutions

help hotels around the world compete in the global

marketplace by connecting them with their guests

via all distribution channels. The SynXis Central

Reservation System (CRS) connects more than

13,000 hotels to the global distribution systems

(GDSs) and online travel agents (OTAs), and provides

robust call center software and services.

The Guest Connect Website booking engine gives

individual hotel and hotel group operators complete

control of the booking engine design and booking

process with a proven track record to increase

conversion rates. Guest Connect helps merchandise

a property or brand with features like comparison

shopping screens, interactive availability calendars,

customized confrmation and pre/post-stay emails,

promotional pricing, mobile version of booking engine

and full internationalization. Guest Connect is mobile

– so guests can book on their preferred devices.


Sabre Hospitality Solutions' integration connects

the CRS to the major property systems, which

facilitates a hotel's channel management and

sophisticated revenue management strategies. The

combination of these distribution services enables

Sabre Hospitality Solutions to sell more hotel room

nights than many other companies in the world.

Marketing SolutionsSabre Hospitality Solutions' digital marketing

programs achieve signifcant growth in brand

awareness, increased revenues and maximized

returns on investment (ROI). Its full-service offering

includes a diverse range of hospitality digital

marketing solutions, including website design and

development, search engine marketing, social media

marketing, mobile solutions, travel agency media and

online merchandising.

OperationsSabre Hospitality Solutions provides

comprehensive and innovative systems to help

manage property operations. The Sabre Property

Management System (PMS) is a fully Web-based

system with no expensive hardware or software

to purchase or maintain. It features an intuitive

room board screen which is easy to understand

and navigate, giving a front desk clerk instant

access to the information he needs for any aspect

of a guest's stay. As a centralized system, the

Sabre PMS is designed to consolidate key areas of

corporate, brand and management reporting and

administration, with best practices incorporated into

the software to assist in creating meaningful data

across multiple properties.

The Sabre PMS is a robust, fully functional front

desk management system that addresses entire

guest servicing needs.

For more information, call (682) 606-4000 or go

to www.sabrehospitality.com.

Sceptre Hospitality

ResourcesGreenwood Village, Colo.

sceptrehospitality.com

See also page 122

CRS, Booking Engine, Distribution Services,

Internet Reservations, Channel Management,

Technology Services, Yield & Revenue Management

Sceptre Hospitality Resources (SHR) specializes

in conversion-oriented innovation for the hospitality

industry. The team works to continuously improve the

products and services offered in order to enhance

the guest’s and the hotelier’s experience. SHR’s suite

of products includes WindsurferCRS, a state-of-the-

art central reservations system; MotionNotes, a video

messaging platform; SpaLinx, a spa management and

appointment booking application; Whiteboard Labs, a

custom Web design/development and innovation lab;

and Revenue Management for Hire, a cost-effective

revenue management solution for properties of all

sizes and brand affliations.

Recently, SHR unveiled TopSail™, an all-new,

responsive Internet booking engine. Features including

a shopping cart-style booking process, persuasive

messaging and the brand new Call-to-Continue™ and

Save for Later features create an exciting booking

experience for the guest and improved conversion for

the hotelier.

Save for LaterIf guests are not ready to book, they can save their

cart by simply entering an email address. A link to their

cart will then be sent to them to complete the booking

process at a later time. Hotels can also use this feature

to target these guests in future email campaigns to re-

engage their attention and increase bookings.

Call to Continue™If a mobile guest has added items to his cart, but

would prefer not to enter his information online to

complete the booking, he has the option to call to

continue by simply touching a number on the device.

This feature sends the reservation information to the

hotel’s call center with a unique cart ID that allows the

reservation agent to pick up where the guest left off

and complete the booking.

To facilitate promotions and up-selling, the new

booking engine offers a discount code feld on the

shopping cart and checkout screens. These screens

also highlight any discounts the guest has already

received during the booking process.

Add-ons are not new to SHR’s booking engines, but

the new IBE allows items to be added in the cart view

– even if the itinerary is multiroom and multiproperty.

Guests have the option of viewing their itinerary costs

in an easy-to-read and understand summary or detail

format.

The new IBE is fully optimized for single property

independents, multiproperty groups and large hotel

brands. SHR helps multiproperty groups and large hotel

brands cross-sell with features such as a comparison

view, the ability for a guest to book multiple rooms

and multiple stays across many properties in one

transaction, and suggestive selling prompts located in

the cart view.

In addition to product innovation, SHR is actively

strengthening its focus on client satisfaction and

support. The addition of Jason Mier as director of client

experience management will help to promote SHR’s

culture of service, integrity, teamwork and creativity.

Acting as a liaison between the sales and product

teams, client services and customers, Mier is a key

addition to the company as SHR responds to its growth,

rolls out its new Internet booking engine and enhances

support features for WindsurferCRS.

For more information, visit SHR at HITEC booth No.

549 or go to www.sceptrehospitality.com.


Shift4 CorporationLas Vegas, Nev.

shift4.com

See also page 122

Payment Processing

About Shift4Shift4 Corporation provides one of the world’s

largest independent payment processing gateways,

DOLLARS ON THE NET®. Boasting 20 years in the

payments industry with absolute bank and processor

neutrality, Shift4 is merchant centric, helping more

than 24,000 clients in numerous industries secure

the best discount rates while providing industry-

leading security, speed and reliability. The inventor

of tokenization, Shift4 has processed more than

fve billion tokenized transactions since coining

the term in 2005. Shift4’s DOLLARS ON THE NET

provides unparalleled pre and post-settlement

auditing capabilities, fraud protection and drastically

simplifed PCI compliance – all for just pennies per

transaction.

Today, nearly 30 percent of the U.S. hospitality

industry uses DOLLARS ON THE NET. Shift4

understands the payment problems that hoteliers

face and it has tools uniquely designed to help

combat those issues.

Secure Payment ProcessingShift4’s software-as-a-service (SaaS) DOLLARS

ON THE NET is one of the most powerful and

comprehensive enterprisewide payment processing

solutions available for both card-present and card-

not-present transactions. It serves as a real-time,

Web-based payment gateway between a merchant’s

property management system (PMS) or point-of-sale

(POS) system and its bank or processor, ensuring

that transaction data is accurately collected and

securely transmitted so that transactions qualify for

the best possible discount rates.

Shift4’s security technologies provide true

security and simplifed PCI compliance by taking

cardholder data (CHD) out of the merchant’s system.

• Shift4’s TrueTokenization® – The original

tokenization technology that replaces CHD and

addresses issues associated with the long-term

storage of this sensitive data

• VT4™– Turn smartphones, tablets and laptops

into a P2PE-secured, mobile point of sale

with VT4, Shift4’s mobile payment solution,

accessible through its iOS app or a Web browser

• Universal Transaction Gateway® (UTG®) – A

Payment Application Data Security Standard (PA-

DSS) validated application that offers the highest

level of security, reliability and speed when

transmitting sensitive CHD between an integrated

merchant system and DOLLARS ON THE NET

• Point-to-point encryption (P2PE) – Shift4’s

customers who use the UTG can simply order a

supported device, plug it in and receive all the

benefts of P2PE

• 4Go® – Allows merchants to eliminate the

security vulnerabilities associated with handling

CHD as it travels over internal networks or is

stored in local log fles

• 4Res® – Sits between the central reservation

system (CRS) and hotel properties. It strips

clear-text CHD from reservations before they

enter the hotel environment

• 4Word® – A secure, controlled method for

sharing payment data with an authorized third

party, even if they are not a Shift4 client

Hospitality-specifc AdvantagesAdvantages for the hospitality industry include:

• 100 percent bank and processor neutrality

• More than 350 unique PMS/POS integrations

• Ability to audit and correct transactions before

settlement to reduce errant transactions and

their related fees and fnes

• Archive of transactions for up to 24 months of

data

• Direct processing to American Express

eliminates third-party processing fees while

accelerating the availability of funds

• Fraud Sentry® protects against trusted

employee fraud

• Hospitality-specifc security tools including 4Res

and 4Word

• 24/7/365 world-class, Las Vegas-based

customer support at no additional cost

For more information, contact Shift4 today at

(800) 265-5795 or [email protected].

SiteMinder Dallas, Texas

siteminder.com

Online Distribution, Channel Management, Booking

Engine, Global Distribution System Provider,

Connectivity, Front Desk Management

Founded in 2006, SiteMinder is a leader in the

online hotel distribution industry. SiteMinder offers

award-winning cloud-based distribution products

to help hotels increase online revenue, streamline

business processes and decrease operational

costs.

In the last 8 years, SiteMinder has experienced

exponential global growth with offces in Bangkok,

Cape Town, Dallas, London and Sydney, and

has more than 13,000 customers in more than

110 countries. Driven by a strong no-contract,

commission-free commercial model, the company’s

robust product suite and exceptional client support

have seen the business become one of the most

recognizable in the distribution industry.


Key ProductsThe Channel Manager

The Channel Manager’s innovative technology

and functionality leads the way in online room

inventory and rate management. Developed

using a complete two-way, real-time connection,

the SiteMinder Channel Manager allows for easy

integration between online travel agents (OTAs),

wholesalers, GDSs and the hotels’ property

management systems (PMS)/central reservation

systems (CRS).

As soon as a reservation is made, either online or

through a hotel’s front desk, The Channel Manager

instantly reduces inventory across all booking sites,

removing the need for hotel operators to manually

update rates and availability.

Supporting more than 150 booking channels,

The Channel Manager allows hotels of all sizes to

integrate their PMSs and CRSs, for a low fat monthly

fee.

The SiteMinder Channel Manager is now used by

more properties globally than any other provider.

TheBookingButtonTheBookingButton is a world-class booking

engine that let’s hoteliers take commission-free

bookings through their own websites, any time of

the day. Providing some of the most comprehensive

features in the hotel industry, TheBookingButton

ensures properties of all sizes can convert website

traffc into confrmed reservations.

Room Distribution Exchange (RDX) for PMS/CRS Vendors

By building a single connection to SiteMinder’s

RDX platform, PMS and CRS vendors are able

to gain complete two-way access to thousands

of booking channels, as well as their own fully

branded distribution platforms. This allows vendors

to sell a completely branded and fully supportable

distribution product to their clients, helping plug the

distribution gap within their product suite.

RDX for Hotel ChainsHotel chains with proprietary systems face ever-

increasing complexity when it comes to connecting

leading global and regional booking sites to their

in-house systems. RDX eliminates this complexity by

providing one simple connection that gives seamless

two-way connectivity and management functionality

that allows the chain to operate the system as its

own. By plugging into the RDX platform hotel chains

can eliminate the high cost and complexity of having

to build their own multichannel online distribution

systems.

GDS by SiteMinder Seamlessly powering reservations across all

GDSs, including Galileo and Worldspan by Travelport,

Sabre, Abacus and Amadeus, GDS by SiteMinder is

a Web-based connection that lets users manage and

store their inventory across all global distribution

systems (GDS) and update all rates via the SiteMinder

Channel Manager.

pmsXchange SiteMinder offers a number of plug-and-play

connectivity APIs such as pmsXchange – allowing

PMS and CRS vendors to gain the distribution power

of SiteMinder’s RDX platform.

Little HotelierAs an all-in-one accommodation management

system, Little Hotelier is specifcally thought about,

designed and built for B&Bs, guesthouses and small

hotels. It’s packed full of clever technology and

combines the smarts of a front desk, booking engine

and channel manager, all without the hefty price tag.

For more information visit www.siteminder.com.

StayNTouch Inc.Bethesda, Md.

stayntouch.com

See also page 122

Mobile Solutions, Mobile Device Technology, PMS,

Kiosks and Remote Check-in, Wireless Technology,

Housekeeping, Technology Services

StayNTouch brilliantly connects guests to hotels.

StayNTouch delivers a cloud-based PMS mobile

overlay that brings the power of mobility to both hotel

staff and to guests. For hotel staff, via any tablet or

touch device, guest service and housekeeping have

mobile access to the PMS via a touch-optimized

interface. For guests, a branded smartphone or tablet

experience is provided for pre-arrival engagement,

mobile self check-in and out, to view room bill and

receive upgrade promotions. StayNTouch dramatically

streamlines operations, increases margins and

revolutionizes how the hotels connect and engage

their guests and how guests experience their hotels.

StayNTouch SolutionsStayNTouch delivers four solutions on one cloud-

based platform:

• StayNTouch Rover FrontOffce™: Overlay on top of

PMS bringing the front offce functionality onto a

mobile/tablet in a touch/graphic user experience.

Including remote key encoding and secure credit

card swipe. Enables staff fexibility to service

guests anytime, anywhere. Line-busting. Zero

training.

• StayNTouch - Rover Housekeeping™: Via any

mobile device (iTouch®, tablet, etc.), housekeeping

has touch-optimized user interface for full access

to rooms-to-clean lists, room status, guest

information and ability to update room status after

servicing.

• StayNTouch Zest Web™: Mobile Web experience

enabling branded guest pre-engagement. Guest

Over the last few months,

projects that had been stagnant are

now progressing.

As hotel development increases, so

do construction costs and

regulations.

Financing your project just got

easier as capital is more

readily available and from a

variety of sources, but lenders

are cautious.

Municipalities are more receptive

to hotel developers as they cry out

for bed taxes.

Staying abreast of the

industry movers and

shakers is as simple

as reading

Hotel-Online.

Hotel-Online reaches more than 25,000 hospitality executive subscribers daily with over 32,000 unique visitors. Hotel-Online was the industry’s fi rst news site and is still rated No. 1 for Hospitality News.

Take advantage of the more than 25,000 opt-in subscribers and the daily email distribution service with lead position press releases.

For more information, please contact Michelle Renn at

[email protected] or at (678) 802-5308.

www.Hotel-Online.com

• $425 top spot release

• $175 non-lead press release

• Customized release packages are also available


TrackIT

mobile check-in and out, preferences collected,

upsell opportunities, staffess key fulfllment.

• StayNTouch – Zest App™: Guest smartphone

app, white labeled, PMS integrated, enabling

guest remote check-in and out, folio review,

location aware/beacon, social media,

promotions engine, reviews, services ordering.

“We implemented StayNTouch at the Carlyle to

increase our guest service and to enable a more

fexible staff… and StayNTouch delivered,” said

Scott Dawson, area general manager for Joie De

Vivre Hotels. “While we expected revenue gains, we

are surprised by the size of the gains and painless

implementation. In a short time, StayNTouch has

already proven the platform will deliver a huge ROI.”

From more information, please call (301) 476-

1025, email [email protected] or visit www.

stayntouch.com.

TrackIT, LLCOgden, Utah

trackit.cc

See also page 122

Package Tracking Systems, Guestroom Technology,

Inventory and Cost Control

Add Bottom-line Revenue in an Unstable Economy

TrackIT is a state-of-the-art multi-use tracking

software system designed specifcally for the lodging

industry by Utah-based TrackIT LLC/RHR Systems.

With one Web-based program a property can

control guest and staff packages, lost and found

items, keys and radio security. New for 2014 is

TrackIT’s cloud-based hosting option so users can

be up and running in a matter of days. TrackIT’s

redundant backup means users will never be down

and always up to date.

TrackIT is a leader in the product tracking

process for hotels and resorts across North America.

TrackIT adds immediate value to hotels and their

guests in a variety of measurable ways including:

• Unparalleled guest service − Locating and

delivering important shipments to guests is

easy. Critical information is available instantly to

employees with access to a computer through

the hotel’s network or TrackIT’s Web hosting

application over the Internet without having to

call the shipping and receiving department.

• Reduced labor expense − TrackIT reduces

employee overhead necessary for receiving and

inventory management.

• Increased responsiveness – Meeting,

convention planners and delegates often are

dependent on the timely delivery of shipments.

• Instant revenue stream – TrackIT’s customizable

charge tables allow for multiple charging options,

fees typically missed or not captured by manual

systems.

With TrackIT’s service-based fee structure option,

properties can install TrackIT for next to nothing. No

capital budget funds are required.

TrackIT uses bar code-scanning PDAs or iPads®

to improve a hotel’s productivity and the quality of

service it delivers to customers. With the ability to

download information directly from FedEx and UPS,

the process of receiving packages is easier and more

accurate.

Hotels can easily record each phase of a

package’s movement from the time it’s inbound

from the vendor to the time it reaches the guest.

For example, when a shipment arrives at the hotel’s

receiving department, employees scan the package

bar code with a PDA. TrackIT’s intuitive system

can fnd a parcel by guest name, company, group

name, date, location, telephone number, vendor

or convention services manager, making it easily

identifable. No other provider offers such detailed

information.

Hoteliers Say It Best Some comments from TrackIT users include:

• “TrackIT has reduced labor to research a

package. Now we can locate a package

with just a keystroke, giving the customer

immediate information. The quality of service is

phenomenal.” − Janice Ross, vice president of

purchasing, Caesars Palace Hotel, Las Vegas,

Nev.

• “So far the success stories are substantial. The

PDA technology has made acceptance of the

program stronger, allowing easier data entry

while affording employees more mobility.” − Sam

Bumgarner, director of purchasing, La Costa

Resort.

• “The program itself is excellent. It expedites the

process and doubles your manpower, which

is much more effcient. Employees can take it

anywhere into the hotel and synchronize back to

the computer.” − Benjamin Jones, package room

manager, Rosen Hotel, Orlando, Fla.

Formed in 1998 as a software provider for the

hospitality industry, TrackIT is a combination of RHR

Systems’ hospitality management consulting experts

with more than 25 years of industry experience. RHR

provides technical support and ongoing training to its

growing list of TrackIT hotel clients.

For more information on TrackIT go to www.

trackitpackage.com.

Follow Hospitality Upgrade

on Twitter: @HospUpgrade


tracNcareGreenwood Village, Colo.

tracncare.com

Rapid Response, Preventive Maintenance,

Corrective Maintenance, Quality Mgmt.,

Guest Mgmt., Inventory Mgmt., Taskforce Mgmt.

Asset Management and Quality Control Software

For 15 years with more than 800 systems deployed

and 10,000 users, tracNcare's parent company IQware

has designed and built technology solutions yielding

tremendous ROI for its partners. tracNcare is the

new era of asset management. As brand standards

continue to improve, so do guests’ expectations

for hospitality stays. Properties used to earmark 3

percent of their annual revenues for the purchase

and maintenance of furniture, fxtures and equipment

(FF&E). Nowadays, it’s not uncommon for hoteliers

to spend 5 percent to 7 percent of revenues on

renovation and upkeep. Tracking all asset purchases

and related maintenance functions is becoming

increasingly crucial, providing real-time hard data not

only on the performance of FF&E investments and

maintenance staff but also about optimizing the guest

experience. tracNcare’s Web-hosted SaaS solution

with mobile device capability automates this process

effciently and quickly, providing hoteliers numerous

ROI tools. Property owners and managers can now turn

to proven technology to optimize everything from FF&E

purchases and maintenance to guest satisfaction and

loyalty.

tracNcare’s robust tools substantially improve a

property’s image and extend asset lifespans while

reducing capital expenditures. Shouldn’t hoteliers

be tracking and caring for their properties’ two most

crucial assets: the physical contents and their guests?

Asset ManagementAccess real-time statistics regarding physical

assets and use this information in negotiating

service contracts, purchasing warranties, budgeting

asset maintenance costs and planning for asset

replacement.

Quality ControlMaintain high standards by using this skillful

tool that offers a multilevel inspection engine for an

entire property. Have complete control and knowledge

on when and where to perform inspections, create

evaluation reports using different criteria (plural) and

assign them to specifc inspection types. Save time

by processing inspections in real time via the mobile

connect module.

Guest ServicesGuarantee rapid and effcient responses to

guest incidents, monitor actions from inception and

receive alerts and notifcations to ensure total guest

satisfaction. Use this data to take corrective actions

and modify internal processes to further reduce guest

issues, improving overall guest loyalty.

Preventive MaintenanceReduce asset failures by planning ongoing

maintenance. Use the visual planner to detect current

asset failure rates and establish proactive preventive

schedules or automate preventive tasks based on

usage frequency.

Report DashboardKeep a fnger on the pulse of operations by using

the myriad tools, graphics, reports and performance

indicators found in the report dashboard.

Audit and BillingIncrease productivity and billing accuracy. Verify

and maintain control over employee’s labor billing,

invoicing of owners or associations and management

of third-party vendor payables.

Mobile ConnectMobile Connect allows users to stay in touch

wherever they are and ensure incidents are being

handled in a timely manner. Create or manage tasks

via the IVR system or any Web-enabled mobile device.

Receive alerts and notifcations via email or SMS on

the device of choice.

Additional ModulesOther invaluable modules include the project

coordinator which manages projects of any size,

inventory and requisitions which automates

requisition procedures, and lost and found which

tracks and reports on each item.


[email protected] or visit www.tracncare.com.

VingCard Elsafe®

Richardson, Texas

vingcardelsafe.com

See also page 122

Security

A world leader in hotel security technology,

VingCard Elsafe has products installed in more than

42,000 properties worldwide, securing in excess

of 7 million hotel rooms. Its extensive product line

comprises some of the most advanced electronic

locking solutions, in-room safes and energy

management systems on the market today, providing

unprecedented facility system integration and

innovation that is shaping the future of the industry.

Some of VingCard Elsafe’s latest technology solutions

include:

Essence by VingCard takes minimalism to the

extreme, eliminating all lock hardware on the door


by encasing all electronic components inside the

door itself and making security virtually invisible

to hotel guests. Although undetectable on the

door, Essence by VingCard integrates VingCard

Elsafe’s most advanced contactless locking

solutions into the interior electronics, including

RFID and NFC-compatible locking technologies.

VISIONLINE by VingCard®, a patented

radio frequency (RF) online electronic locking

system for hotels, facilitates reliable two-way

communications from stand-alone electronic

locks to the hotel’s host security system. It allows

total security control from one central location

and eliminates travel to guestrooms to reprogram

individual locks, identify and change low batteries

or cancel and re-encode keycards. The new

VISIONLINE Wired installation option uses a

power-over-Ethernet (PoE) wired connection to

eliminate the need for batteries and associated

maintenance, while providing true real-time

communication with the locking system through

the property’s existing network.

Signature RFID by VingCard®, a contactless

electronic locking solution featuring the latest

security technology including NFC-compatibility,

allows hotel guests to use next-generation NFC-

compliant cellphones to open guestroom doors.

The design-centric and friendly radio frequency

identifcation (RFID) contactless lock is convenient

for guests and operates on an open-platform

system compatible with the leading RFID ISO

standards (ISO 14443A/MiFare, ISO 14443B, ISO

15693), as well as Mifare Plus, Desfre, Crypto RF,

Skidata, Skipass, NXP, HID SEOS, NFC and many

others.

Orion by VingCard Elsafe is an intelligent

energy management solution that is helping

hotels and resorts worldwide reduce their

carbon footprints and boost energy savings. This

innovative solution allows for the management

of guestroom temperatures from a remote,

centralized location. Orion provides hoteliers with

the ability to automatically adjust A/C settings

as guests travel in and out of the guestrooms,

reducing energy consumption and saving valuable

environmental resources.

Infnity II by Elsafe offers in-room safes

compatible with RFID/NFC and RF-online

electronic locks. The safes feature exclusive

anti-tamper and anti-cloning technology, which

track and identify any unauthorized use. Infnity II

works in tandem with VingCard’s Signature RFID

contactless locks, opening only with designated

RFID guest keycards, wristbands, key fobs or NFC

cell phones, and offering four unique features: an

interlocking mechanism; an anti-tamper labyrinth;

a solid piece, cold-pressed curved steel door; and

extended solid hinges arc-welded to the door.

Zenith by Elsafe features top-opening

construction and is large enough to store and

charge notebook computers of up to 15 inches

in diameter. The fexible design allows the safe to

be installed in any area of the guestroom, including

desks, dressers or bedside tables for easy guest

access.

For more information, visit www.vingcardelsafe.

com.

Vizergy®Jacksonville, Fla.

vizergy.com

See also page 122

Website Design, Mobile Websites, Search Mktg., Hotel

Web Mgmt. Platform, Data & Analytics, Email, Social

Media, Display Advertising, Content Develop.

Vizergy®, founded in 1998, is an award-winning

hotel Internet marketing company specializing in

providing the following innovative digital solutions to

top-tier hotels and resorts and hotel management

companies:

• Internet marketing services

• Design and development solutions

• Reservation services – GDS/IDS, SECURE-RES®

Booking Engine

• Data and analytics

• Client marketing services

Designed and built specifcally around the needs

of hoteliers, its software platform and systems

use a data-driven approach to ensure clients’

marketing programs are optimized to outperform

the competition. From strategy development to

its proprietary content management system, to

specialized reporting and analytics, Vizergy’s digital

toolkit will help clients know more, do more and

achieve more. A combination of best practices in

digital marketing and a passionate client marketing

services team enables Vizergy to propel thousands

of branded and independent hotels and resorts to

success.

Marketing StrategiesVizergy’s team understands travel shopper

behavior and is experienced in creating custom

online marketing programs that drive bookings and

help properties grow revenue. Powerful marketing

strategies focus on building a client’s consumer-direct

channel and consist of search engine optimization

(SEO), pay-per-click (PPC) advertising, display

advertising, meta search, social media marketing,

email marketing and reputation monitoring. The

company’s Google AdWords Certifed Partner status

and in-house Internet marketing analysts ensure

optimal natural search rankings, effective PPC ad

campaigns, establishment of dynamic social sites to

interact with travel shoppers and guests, productive

email/CRM marketing campaigns and tools to monitor

and respond to hotel reviews on sites like TripAdvisor.


Design SolutionsVizergy’s fully custom websites have won

numerous HSMAI Adrian Awards for innovative

design, consumer engagement and revenue

production. All websites that are compatible with

desktops/laptops, tablets and mobile are hosted

and built on the company’s proprietary content

management system (CMS) within the Hotel Web

Management Platform, where clients can easily

manage and update content, images and more. The

system includes detailed reporting and analytics to

show properties the value and provides real-time

stats, benchmarking, social engagement and more,

all in one interface.

Reservation ServicesImprove distribution production with Vizergy’s

user-friendly reservation systems. Vizergy is one of

the few companies offering different reservation tools

from GDS/IDS, to online booking engines, and helps

hoteliers fnd the booking solutions that work best

for their properties. The reservation system allows

properties to control inventory, promotions and

packages in one cloud-based platform. The system

offers translation to multiple languages, custom

integration into websites and PMSs, advanced

merchandising tools, social integration sharing tools

– all of which work toward increased conversions.

Vizergy also offers GDS/IDS and IBE connectivity

to thousands of travel agents and millions of travel

shoppers.

Vizergy’s proven approach, from the initial client

research to ongoing optimization and management,

has been successful for thousands of properties.

Vizergy’s goal with every client is to improve website

performance, maximize visibility, enhance guest

engagement, increase online bookings and revenue,

and ultimately, support each client with the highest

level of personal service.

For additional information, call (800) 201-1949,

email [email protected] or visit vizergy.com.

Vocera

Communications, Inc.San Jose, Calif.

vocera.com/industry-solution/

hospitality

See also page 122

Mobile Communications, Wi-Fi, VoIP, VoWi-Fi,

Wireless, Smartphone Application, Wearable

Vocera Communications, Inc. [NYSE:VCRA]

empowers secure, integrated, intelligent

communication by instantly connecting people

in mobile, mission-critical environments such as

healthcare, hospitality, energy, education, retail and

more. Vocera is widely recognized for developing

smarter ways to communicate that improve

guest, patient and employee satisfaction in more

than 1,000 organizations worldwide. Vocera is

headquartered in San Jose, Calif., with offces in

Tennessee, Canada, the United Kingdom and India.

Hotels known for their 24 x 7 commitment to high

service levels use Vocera to take guest satisfaction

and loyalty to a new level, by enabling personnel to

communicate quickly and effciently, creating a more

positive experience for guests. Vocera provides the

ability to call by role, group or staff member without

the need to know a phone number or location,

enabling teams to increase their productivity, work

fow and effectiveness. Designed to empower mobile

workers by instantly connecting them to the people

and the information they need right now, the Vocera

Communication System is a software-based solution

that can run on any smart device or the Vocera

badge, inside and outside the facility.

Software PlatformThe Vocera Software Platform contains the

system intelligence, including user profles, groups,

call management and call connections, as well as the

ability to interface to existing telephony, PMS, work

fow tracking and rapid response software systems,

expediting communication of critical data.

B3000 BadgeThe Vocera B3000 Communication Badge is

a lightweight, wearable voice-controlled device

that enables instant two-way or one-to-many

conversations using simple commands. The

Vocera Badge is widely used by hotel workers for

the convenience and expedience of responding to

calls without interrupting critical tasks or important

interaction with guests. The Badge weighs less

than 2 oz. (53.9 g) and is worn discretely to prevent

distractions for guests or staff. The Badge features a

rugged design to provide durability, and an antenna

and radio design to provide wireless integrity while

roaming across the hotel’s Wi-Fi network. A high

contrast display on the front of the Badge facilitates

ease of readability and management of messages

received from third-party applications such as rapid

response software.

Vocera Collaboration SuiteThis suite is one of the industry's only integrated

voice and secure texting smartphone applications

that allows staff to call by name or role, or broadcast

to a group, and which also integrates with more

than 50 third-party systems. Vocera Collaboration

Suite connects staff with the right person or group,

at the right time, inside or outside the hotel, on the

device of choice. Vocera Collaboration Suite includes

support for shared and personal iOS® and Android™

devices, enabling users of those devices to call by

name, function or group. It features a secure and

auditable delivery and response reporting for alerts

and chats, ensuring accountability among staff


members. The calling, secure text and alerting

decisions are all based on real-time visibility to a

user’s presence and availability on the system,

assuring that the right users receive critical

information at the right time.


visit www.vocera.com/industry-solution/hospitality.

ZDirect, Inc.Hallandale Beach, Fla.

zdirect.com

See also page 122

CRM, Marketing, Surveys and Guest Response,

Bus. Intell., Database Mktg., Data Mining,

Data Warehousing, Hotel Marketing Automation

ZDirect is one of the hospitality industry's email

service providers and one of the pioneers of hotel

marketing automation. More than 2,000 hotels

worldwide are using ZDirect's ZMail® electronic

communication platform. ZDirect provides hoteliers

with some of the most effective and cost-eff cient

tools available today to turn f rst-time guests and

inquiries into loyal customers, and rewards those

loyal customers with targeted marketing programs

that they not only enjoy, but that they continue to

opt in to receive. ZDirect builds lasting relationships

with real people, using real data to generate last-

minute offers to f ll available rooms, increase on-

site revenues and deliver real results.

Hotel Marketing AutomationZDirect is radically changing the e-marketing

landscape by leveraging the widely adopted and

highly successful practice of marketing automation

and customizing it for hotels. Dubbed hotel

marketing automation, ZDirect has developed new

tools used in conjunction with ZMail that will help

hoteliers reduce costs and optimize their limited

resources. Automated workf ow processes replace

routine tasks performed throughout the day,

freeing up time so the marketing staff can be more

eff cient.

Google Now IntegrationTo enhance its popular mobile suite of services

(including Mobile Passport, on-property text and

SMS messaging, Apple Passbook and responsive

email design), ZDirect will unveil its Google Action

Card at HITEC (Hospitality Industry Technology

Exposition & Conference). The new tool will

integrate with Google Now to deliver transactional

emails to guests. Like Apple Passbook, which

links directly from a hotel's PMS to the Apple iOS

6 Passbook digital wallet enabling a guest's hotel

conf rmation to become a mobile "pass," Google

Now passively delivers information to a guest's

mobile device that it predicts they will want based

on their search habits. For instance, Google Action

Card will take a reservation and integrate it into

the guests' digital life to drive brand loyalty and

customer satisfaction.

Semantic Analysis Engine with Social Media Feeds

To help hoteliers make sense of the massive

amount of guest feedback and data that is

available on the Internet today, ZDirect has

enhanced its Semantic Analysis Engine to enable

marketers to see exactly what customers like or

don't like about the hotel, its services, amenities

and staff on social media channels including

Facebook and Twitter. Integrated into ZDirect's

Guest Dashboard (which brings trending issues in

a hotel to the surface so managers and marketers

can take immediate action), the Semantic Analysis

Engine with social media feeds gives hoteliers

a quick snapshot of online guest reviews and

sentiments, and includes chatter from social

media sites. Armed with this detailed intelligence,

hoteliers can make radical improvements to

service and stop potentially harmful reviews from

damaging their reputation and their revenue.

Additional functionality via ZDirect includes:

• Room upgrade engine

• Booking abandonment engine

• Work f ow engine

• Prof le deduplication engine

• Social media integration

• PMS integration

• Stay-related emails (conf rmation, pre and

post-stay messages)

• Surveys and forms

• Landing pages

• E-marketing

• Loyalty tier promotion

• ROI dashboard

• Birthday emails

• Mobile passport and SMS messages

• QR code coupons

• Integrated event calendars

For more information visit www.zdirect.com or

call (888) 962-4548.

- What is the latest update on White Lodging's $350 million hotel project in Austin, Texas?

- From HSMAI's ROC, what do industry

experts describe as the latest trends in

hospitality revenue management?

To fi nd the answers to these questions,

visit www.hospitalityupgrade.com/HUTube.


COMPANY CUSTOMER LOCATION RM/UNITS SOFTWARE PLATFORM

a sampling of recent installations

Agilysys Bandon Dunes Golf Resort Bandon, Ore. 186 InfoGenesis POS WindowsBlack Bear Casino Resort Carlton, Minn. 250 V1 PMS, Eatec, GolfPro, InfoGenesis POS WindowsComanche Red River Hotel Casino Devol, Okla. 87 V1 PMS, InfoGenesis POS WindowsThe Cromwell Las Vegas Las Vegas, Nev. 188 LMS, InfoGenesis POS iSeriesEdgewater Hotel & Waterpark Duluth, Minn. 230 InfoGenesis POS WindowsFountainhead Hotels Fairbanks, Alaska 705 InfoGenesis POS WindowsMission Inn Hotel & Spa Riverside, Calif. 238 DataMagine WindowsRuth's Hospitality Group Winter Park, Fla. Multiple props WMx WindowsShooting Star Casino Hotel Mahnomen, Minn. 386 Eatec, InfoGenesis POS, DataMagine WindowsWya Point Resort Ucluelet, BC, Canada 77 V1 PMS Windows

Amadeus IT Group S.A. Q1 Resort and Spa Queensland, Australia 127 Amadeus LinkHotel Amadeus LinkHotel CRSHôtel Vic Eiffel Paris, France 30 Amadeus LinkHotel Amadeus LinkHotel CRSHôtel Cardinal Rive Gauche Paris, France 36 Amadeus LinkHotel Amadeus LinkHotel CRS BergHotel Bergamo, Italy 17 Amadeus LinkHotel Amadeus LinkHotel CRSHotel Abalú Madrid, Spain 27 Amadeus LinkHotel Amadeus LinkHotel CRS

Aptech Computer International Hospitality Enterprises San Juan, Puerto Rico 7 props Prof tvue, Execuvue, Targetvue WindowsSystems Inc. HRI Lodging Incorporated New Orleans, La. 16 props Prof tvue, Webvue, Execuvue, Targetvue ASP

MHG Hotels, LLC Indianapolis, Ind. 15 props Execuvue ASPBenchmark Hospitality International The Woodlands, Texas 36 props Targetvue WindowsAston Hotels & Resorts Honolulu, Hawaii 27 props Execuvue, Targetvue Cloud

Book4Time Inc. Trump International Beach Resort Sunny Isles Beach, Fla. 355 Book4Time Cloud-based SaaSPark Hyatt Aviara Resort, Golf Club & Spa Carlsbad, Calif. 327 Book4Time Cloud-based SaaSThe Westin Maui Resort & Spa Maui, Hawaii 759 Book4Time Cloud-based SaaSHyatt Regency Trinidad Port of Spain, Trinidad and Tobago 428 Book4Time Cloud-based SaaSFour Seasons Hotel Houston Houston, Texas 404 Book4Time Cloud-based SaaS

Cenium MGM Resorts International Chengdu, China 50 Cenium ERP, Financials, PMS, POS, S&C Microsoft Dynamics ERP Campus Crest Communities Charlotte, N.C. 10,000 rms/53 props Cenium ERP, Financial, PMS, Mobility Microsoft Dynamics, iOS CATC – CIRI Alaska Tourism Corporation Anchorage, Alaska 1,000 rms/3 props Tours & Res, Financials, Purch, Staff Mgmt., CRM, CRS,

PMS, POS, S&C, Marine Mgmt., E-com Microsoft Dynamics

ChannelRUSH Keyonna Beach Resort Johnsons's Point, Antigua 10 rms/18 cottages Channel Manager Web basedTahoe Beach & Ski South Lake Tahoe, Calif. 144 Channel Manager Web basedPink Shell Resort Fort Myers Beach, Fla. 213 Channel Manager Web based

Clairvoyix Conrad Miami Miami, Fla. 250 CRM SaaS/.NETJamaica Bay Inn Marina del Ray, Calif. 111 CRM SaaS/.NETEmbassy Suites San Juan San Juan, Puerto Rico 299 CRM SaaS/.NETLuxe City Center Los Angeles, Calif. 178 Email Marketing SaaS/.NETHilton St. Louis Downtown at the Arch St. Louis, Mo. 195 CRM SaaS/.NET

Clear Sky Software Inc. Atlanta Airport Marriott Atlanta, Ga. 638 Clear Sky BEVERAGE WindowsCrystal City Marriott Reagan Airport Arlington, Va. 343 Clear Sky BEVERAGE WindowsHotel Nikko San Francisco San Francisco, Calif. 554 Clear Sky FOOD & BEVERAGE WindowsRiver Crest Country Club Fort Worth, Texas N/A Clear Sky FOOD Windows San Diego Marriott Del Mar San Diego, Calif. 284 Clear Sky FOOD & BEVERAGE Windows

Data Plus Hospitality Albany Bahamas New Providence, Bahamas 135 DPFinance, DPAnalytics, DPSupply WindowsSolutions Crowne Plaza Newton Newton, Mass. 270 DPFinance, DPAnalytics SaaS

Eden Resort Lancaster, Pa. 301 DPFinance, DPAnalytics, DPSupply WindowsGlobal Vision Needham, Mass. 8 props DPFinance, DPAnalytics, DPDocs SaaSTrump Doonbeg Doonbeg, Ireland 218 DPFinance, DPAnalytics SaaS

Digital Alchemy, LLC The Jefferson Washington, D.C. 99 eRelationship, eSurvey, eCampaigns OPERAAyodya Resort Bali Nusa Dua, Bali 541 eRelationship, eSurvey, Bounceback OPERAHunley Hotel & Golf Course Saltburn-by-the-Sea, England 26 eRelationship, Bounceback HMSGene Juarez Salons Bellevue, Wash. 10 props Spa Communications Suite, eCampaigns,

SMS Texting SpaBizSpa at Waldorf Astoria Naples Naples, Fla. N/A Spa Communications Suite, eCampaigns SpaSoft

N/A=Not Applicable, Mgmt=Management, HSIA=High-speed Internet Access, Props=Properties, Trmt=Treatment, S&C=Sales and Catering, WI=Wireless Internet, Int. Ent.=Interactive Entertainment, E-com=E-commerce, H&R=Hotels and Resorts


a sampling of recent installationsCOMPANY CUSTOMER LOCATION RM/UNITS SOFTWARE PLATFORM

Eleven Wireless, Inc. The Ritz-Carlton, Naples Naples, Fla. 295 ElevenGC MacOS X, Windows 7Westin Portland Harborview Portland, Maine 289 ElevenGC MacOS X, Windows 7Marriott's Shadow Ridge I – The Villages Palm Desert, Calif. 987 ElevenOS Windows ServerLe Centre Sheraton Montreal Montreal, QC, Canada 825 ElevenGC MacOS X, Windows 7The Line LA Los Angeles, Calif. 389 ElevenGC MacOS X, Windows 7

eRevMax Sweden Hotels Gothenburg, Sweden 6 props RTSuite WindowsHospitality Management Holdings Dubai, UAE 8 props RTSuite WindowsAbsolute Hotel Services Bangkok, Thailand 18 props RateTiger Corp WindowsLouis Hotels Nicosia, Cyprus 5 props RTSuite WindowsLaTour Hotels & Resorts San Francisco, Calif. 6 props RTSuite Windows

FCS Computer Systems Island Shangri-La, Hong Kong Hong Kong 565 FCS e-Housekeeping, m-Housekeeping Web based w/Mobile AppThe Shard, Shangri-La Hotel Russia 202 FCS e-Connect, m-Connect,

e-Engineering, UBIS, WinVoice Web based w/ Mobile AppSwissôtel The Stamford Singapore 2,030 FCS Unicorn and Phoenix Web basedCauseway Hotels Melbourne, Australia 325 FCS Unicorn and WinVoice Web basedGrandis Hotels & Resorts Kota Kinabalu, Sabah Malaysia 200 FCS Unicorn and WinVoice Web based

Flip.to Adrift Hotel Long Beach, Wash. 80 Flip.to integrated with WebRezProThe Wigwam Litchf eld Park, Ariz. 331 Flip.to integrated with Sabre Hospitality (SynXis)Hawks Cay Marathon, Fla. 400 Flip.to integrated with Sabre Hospitality (SynXis)OPUS Hotel Vancouver, BC, Canada 96 Flip.to integrated with Sabre Hospitality (SynXis)Caribe Royale Orlando, Fla. 1,338 Flip.to integrated with TravelClick (iHotelier)

Genares Worldwide Hilton Head Island Inn and Suites Hilton Head, S.C. 127 GDS, BE, OTA Connectivity, PMS Web basedReservation Services Hartford Hotel and Suites Hartford, Conn. 127 GDS, BE, OTA Connectivity Web based

North Balitmore Plaza Hotel Timonium, Md. 246 GDS, OTA Connectivity, PMS Web basedThe Marina Inn on San Francisco Bay San Leandro, Calif. 131 GDS, OTA Connectivity, PMS Web basedPrestige Hotels and Resorts Kelowna, BC, Canada 8 props GDS, OTA Connectivity, PMS Web based

Guest-tek™ San Diego Marriott Marquis & Marina San Diego, Calif. 1,360 Basic GPNSFour Seasons Washington, D.C. Washington, D.C. 222 Basic GPNS, IPTV, Free-to-guest ProgrammingWestin Wilmington Wilmington, Del. 180 Basic GPNS, IPTV, Free-to-guest Programming (Smartbox)Springhill Suites Bloomington Bloomington, Ind. 158 Basic GPNS, Free-to-guest Programming (Smartbox)Four Seasons Silicon Valley at Palo Alto East Palo Alto, Calif. 200 Basic GPNS, IPTV, Free-to-guest Programming

Guestware® Marriott Marquis Washington, D.C. Washington, D.C. 1,175 Guestware V4 WindowsHotel Chicago Downtown, Autograph Coll. Chicago, Ill. 333 Guestware V4 WindowsJW Marriott Dongdaemun Square Seoul Seoul, South Korea 170 Guestware V4 WindowsRenaissance Brussels Hotel Brussels, Belgium 262 Guestware V4 WindowsPier One Sydney Harbor, Autograph Coll. Sydney, Australia 18 Guestware V4 Windows

HandHeld Hospitality™ Elbow Beach Resort Paget Parish, Bermuda 98 SmartGuest Cloud Alisal Guest Ranch and Resort Solvang, Calif. 72 SmartGuest CloudWintergreen Resort Wintergreen, Va. 250 SmartGuest CloudThe Resort at Glade Springs Daniels, W. Va. 200 SmartGuest CloudCapella Hotel Georgetown Washington, D.C. 49 SmartGuest Cloud

Hospitality Technical The Broadmoor Colorado Springs, Colo. 774 HSIA Network Installation and SupportServices (HTS) Cincinnati Marriott RiverCenter Covington, Ky. 321 HSIA (Marriott GPNS) Network Installation and Support

Atlanta Marriott Buckhead Atlanta, Ga. 349 HSIA (Marriott GPNS) Network Installation and SupportCourtyard Gettysburg Gettysburg, Pa. 152 HSIA (Marriott GPNS) Network Installation and SupportFairfield Inn & Suites Wichita Downtown Wichita, Kan. 131 HSIA (Marriott GPNS) Network Installation and Support

Hotwire Communications Canyon Ranch Miami, Fla. 148 IPTV Free to guest, Int. Ent. w/ video on demand, HSIA, WI, Wi-Fi authentication portal w/ Internet gateway

Aloft Miami Doral Doral, Fla. 145 IPTV Free to guest, Int. Ent. w/ video on demand, HSIA, Wi-Fi authentication portal w/ Internet Gateway

Crowne Plaza JFK Jamaica, N.Y. 335 IPTV Free to guest, Int. Ent. w/ video on demand, HSIA, WI, Wi-Fi authentication portal w/ Internet gateway, PBX





Indra NH Hotels Global 380 props TMS for Hotels, ERP, CRM, Web, Spa, BI SAP NetWeaverHard Rock Hotels Mexico, Caribbean 5 props TMS for POS SAP NetWeaverBarcelo Global 142 props TMS for Web SDL TridionJohn Keels Sri Lanka & Maldives 13 props TMS for Hotels, BI SAP NetWeaverCatalonia Europe, Caribbean, Mexico 55 props TMS for Web SDL Tridion

Infor Woolley's Classic Suites - Denver Airport Denver, Colo. 191 Infor HMS SaaS JavaSandals – Halycon Castries, St. Lucia 169 Infor HMS JavaSandals – Regency La Toc Castries, St. Lucia 331 Infor HMS JavaSandals – Grand St. Lucia Castries, St. Lucia 301 Infor HMS JavaSandals – Grand Antigua St John's, Antigua 373 Infor HMS JavaDestination H&R, Eden Roc Miami Beach Miami, Fla. 627 Infor EzRMS OPERA V5Destination H&R, The Embassy Row Hotel Washington, D.C. 231 Infor EzRMS IQwareThe Greenbrier Sulpher Springs, W. Va. 710 Infor EzRMS OPERA V5Marina Mandarin Singapore Singapore 575 Infor EzRMS OPERA V5Novotel Beijing Xinqiao Beijing, China 700 Infor EzRMS OPERA V5

InvoTech Systems, Inc. Resorts World Sentosa Sentosa, Singapore 6 props UHF-RFID Uniform System Windows/SQLPalace Resorts Cancun, Mexico 7 props UHF-RFID Uniform/Linen Systems Windows/SQLCanouan Resort St. Vincent & Grenadines 100 UHF-RFID Uniform/Linen/Laundry Systems Windows/SQLThe Ritz-Carlton, Aruba Aruba Dutch Caribbean 320 UHF-RFID Uniform System Windows/SQLHotel Shilla Seoul, South Korea 554 UHF-RFID Uniform System Windows/SQL

iTesso Holiday Inn Express Heidelberg City Centre Heidelberg, Germany 152 PMPRO WindowsAmrâth Hotel Brabant Breda, Netherlands 71 IDPMS WindowsBest Western Aberavon Beach Hotel Swansea Bay, U.K. 68 PMPRO WindowsBest Western Casula Motor Inn Casula, Australia 31 PMPRO WindowsBest Western Limpley Stoke Hotel Bath, U.K. 61 PMPRO Windows

Kaba Hilton Austin Hotel Austin, Texas 1,023 Safl ok MT RFID w/ INNCOMTravelodge Maingate Kissimmee, Fla. 535 ILCO 790 RFID Locks The Woodlands Resort The Woodlands, Texas 228 Safl ok Quantum II RFID Locks Woodloch Resort Hawley, Pa. 202 ILCO 790 RFID Locks Grande Villas Resort Orlando, Fla. 437 Safl ok RT RFID

Knowcross Solutions Crowne Plaza Brussels – Le Palace Brussels, Belgium 354 TRITON HK SaaSCorinthia Hotel Budapest Budapest, Hungary 414 TRITON, TRITON Mobile, TRITON HK Saas/WindowsHoliday Inn Riyadh Riyadh, Saudi Arabia 790 TRITON, TRITON Mobile, TRITON HK, Glitch SaaSRosewood London London, U.K. 306 TRITON, Glitch, TRITON Mobile, TRITON

HK, TRITON Checklist, Prev. Maint. SaaS/Windows/Self hosted

MaximRMS Aruba Resort Spa & Casino Aruba 357 Maxim e.FLEX 3.0 Resort RMS SaaSHyatt Ziva Los Cabos, Mexico 719 Maxim e.FLEX 3.0 Full Service RMS SaaSAvasa – Green Park Hotels Hyderabad, India 217 Maxim e.FLEX 3.0 RezNext RMS SaaSChennai – Green Park Hotels Chennai, India 171 Maxim e.FLEX 3.0 RezNext RMS SaaSHyatt Regency Cancun Cancun, Mexico 295 Maxim e.FLEX 3.0 Full Service RMS SaaS

Merchant Link Country Inn & Suites Knoxville, Tenn. 200 Payment Gateway w/ TransactionVault Cloud/OPERA PMSSandals – Halycon Castries, St. Lucia 250 Payment Gateway w/ TransactionVault

& P2PE Cloud/Infor HMSOrange Leaf Yogurt St Louis, Mo. N/A Payment Gateway w/ TransactionVault

& P2PE Cloud/MICROS Simphony POSTropical Smoothie Phoenix, Ariz. N/A Payment Gateway w/ TransactionVault Cloud/MICROS RES POSHawthorn Suites by Wyndham Grand Rapids, Mich. 200 Payment Gateway w/ TransactionVault Cloud/OPERA PMS

MICROS Food and American Airlines Arena Miami, Fla. 264 workstations MICROS Simphony 1.6 MRSBeverage Solutions Lago Mar Resort and Spa Fort Lauderdale, Fla. 21 terminals MICROS Simphony 1.6 MRS

Hard Rock Rocksino Northf eld Park Northf eld, Ohio 37 workstations MICROS Simphony 1.6 MRSPrincess Cruises – Regal Princess Valencia, Calif. 88 workstations MICROS 9700 Version 3.6Wyndham Seventh Mountain Resort Bend, Ore. 5 workstations MICROS Simphony 1.6 MRS



a sampling of recent installationsCOMPANY CUSTOMER LOCATION RM/UNITS SOFTWARE PLATFORM

MICROS Hotel Greystone Hotels Solutions Various locations 912 rms/8 props MICROS OPERA PMS Express, OXI, IFCs

Solutions including MICROS Payment Gateway Hosted, Semi-dedicatedSLS Las Vegas Las Vegas, Nev. 1,612 rooms MICROS OPERA Full Service On premiseBest Western Seven Seas San Diego, Calif. 307 rooms MICROS OPERA PMS Express, MyLink Hosted

Moreton Bay Echo Entertainment Australia 2,000 rms/4 props Central purchasing and Inventory Check SCM Windows .NetTechnology Pty Ltd Smugglers' Notch Resort Jeffersonville, Vt. 1 prop Inventory Check SCM Windows .Net

Mandarin Oriental Shanghai Shanghai, China 362 Purchasing and Inventory Check SCM .NetDouble Tree By Hilton Jaipur Jaipur, India 168 Purchasing and Inventory Check SCM .NetThe Brando Tetiaroa Island, French Polynesia 35 Purchasing and Inventory Check SCM .Net

Multi-Systems, Inc. Americas Best Value Inn – Oakland Oakland, Calif. 72 MSI CloudPM Windows(MSI) Bismarck Motor Hotel Bismarck, N.D. 76 NiteVision Windows

Sea Foam Motel Nags Head, N.C. 51 MSI CloudPM WindowsANice Inn Universal Orlando Orlando, Fla. 325 MSI CloudPM WindowsGrandStay Hotel Chisago Lakes Chisago City, Minn. 51 MSI CloudPM Windows

Newmarket Sage Hospitality United States 8 props Delphi.fdc SalesforceVirgin Hotel Chicago Chicago, Ill. 250 Delphi 2013 MPE MicrosoftHilton Garden Inn Midtown New York, N.Y. 232 Delphi.fdc SalesforceHilton Dubai Jumeirah Resort Dubai, UAE 389 HotSOS MicrosoftSof tel Marrakech Marrakech, Morocco 553 HotSOS Microsoft

NORTHWIND- Sandman Signature London Gatwick London, U.K. 15 Maestro Front Desk, Sales & Catering Windows, MS SQL ServerMaestro PMS SW Hotel Toronto Airport Mississauga, ON, Canada 224 Maestro Front Desk Windows, MS SQL Server

Canadian Museum of Human Rights Winnipeg, MB, Canada 20 meeting rms Maestro Sales & Catering, Analytics Windows, MS SQL Server

Top of the World Hotel Barrow, Alaska 70 Maestro Front Desk, Sales & Catering,

Retail POS, Analytics Windows, MS SQL ServerDakota Inn Winnipeg, MB, Canada 354 Maestro Front Desk, Analytics Windows, MS SQL Server

PAR Springer-Miller San Luis Creek Lodge San Luis Obispo, Calif. 25 ATRIO® Guest Experience Mgmt. WindowsSystems Fantasy Inn South Lake Tahoe, Calif. 53 ATRIO® Guest Experience Mgmt. Windows

Vista Verde Guest Ranch Steamboat Springs, Colo. 14 ATRIO® Guest Experience Mgmt. WindowsNarrow Gauge Inn Fish Camp, Calif. 26 ATRIO® Guest Experience Mgmt. WindowsBeaufort Inn Beaufort, S.C. 30 ATRIO® Guest Experience Mgmt. Windows

Passkey Coast Hotels & Resorts Vancouver, BC, Canada 3,530 GroupMAX ASPInternational, Inc. CasaMagna Marriott Cancun Resort Cancun, Mexico 450 GroupMAX ASP

The Condado Plaza Hilton San Juan, Puerto Rico 570 GroupMAX ASPResorts World Sentosa Sentosa, Singapore 1,344 GroupMAX ASPThe Sea Island Sea Island, Ga. 544 GroupMAX ASP

PhoneSuite Crowne Plaza O'Hare Chicago, Ill. 511 Voiceware/Embedded Series2 by PhoneSuiteMontauk Yacht Club Montauk, N.Y. 103 Voiceware/Embedded Series2 by PhoneSuiteHoliday Inn Express London, ON, Canada 109 Voiceware/Premise SIP Gateways and trunksVillas del Mar Cabo San Lucas, Mexico 160 Voiceware/SaaS SaaS with SIP to RoomHilton Garden Inn Nashville, Tenn. 110 Voiceware/Embedded Series2 by PhoneSuite

The Rainmaker Group Beau Rivage Resort & Casino Biloxi, Miss. 1,740 GuestREV SaaSGold Strike Tunica, Miss. 1,259 GuestREV SaaSAtlantis Bahamas Paradise Island, Bahamas 3,400 GroupREV SaaSAmeristar Casino Resort Spa Black Hawk Black Hawk, Colo. 536 GuestREV SaaSThe Omni Grove Park Inn Asheville, N.C. 514 GuestREV, GroupREV SaaS

RedRock Software, LLC City of Dreams Manila Manila City, Phillippines 260 SAMMS ASP .NETMargaritaville Resort Casino Bossier City, La. 395 SAMMS ASP .NETPotawatomi Bingo Casino Milwaukee, Wis. 1 prop SAMMS ASP .NETTuscany Suites & Casino Las Vegas, Nev. 716 SAMMS ASP .NETAff nity Gaming Reno, Nev. 1 prop SAMMS ASP .NET





ResortSuite Omni Barton Creek Resort & Spa Austin, Texas 21 trmt rms SPA, GOLF, CLUB, RETAIL, WEB, Enablez, Inc. CONNECT, DASHBOARD Win 2008 R2, Oracle 10g

The Omni Grove Park Inn Asheville, N.C. 47 trmt rms SPA, GOLF, CLUB, RETAIL, WEB, CONNECT, DASHBOARD Win 2008 R2, Oracle 10g

Tetherow Golf Club Bend, Ore. 50 PMS, GOLF, SPA/ACT., CLUB, F&B, S&C, WEB, MOBILE, CONNECT, DASHBOARD Win 2008 R2, Oracle 10g

Cal-a-Vie Health Spa Vista, Calif. 45 trmt rms PMS, F&B, RETAIL, S&C, CONNECT, DASHBOARD Win 2008 R2, Oracle 10g

The Breakers Palm Beach, Fla. 2 courses GOLF Win 2008 R2, Oracle 10g

RoamingAround, LLC Hyatt Regency Denver Tech Denver, Colo. 451 RoamBoost Denver Marriott Westminster Westminster, Colo. 215 RoamBoostBrush Creek Ranch Saratoga, Wyo. 39 RoamBoost Guest Supply Monmouth Junction, N.J. 7 units Event EngagementEmbassy Suites Richmond Richmond, Va. 224 RoamBoost

Sceptre Hospitality Millennium & Copthorne Hotels London, U.K. 99 props WindsurferCRS Web basedResources Red Lion Hotels Spokane, Wash. 60 props WindsurferCRS Web based

Classic Hotels & Resorts Phoenix, Ariz. 106 WindsurferCRS Web basedWoodloch Resort Hawley, Pa. 169 WindsurferCRS Web basedIndian Springs Resort & Spa Calistoga, Calif. 116 WindsurferCRS Web based

Shift4 Corporation Ballys Atlantic City Atlantic City, N.J. 1,760 DOLLARS ON THE NET® SaaSCaesars Atlantic City Atlantic City, N.J. 1,144 DOLLARS ON THE NET® SaaSEmpire Landmark Hotel Vancouver, BC, Canada 357 DOLLARS ON THE NET® SaaSHotel Lombardy Washington, D.C. 160 DOLLARS ON THE NET® SaaSThe Quarter House New Orleans, La. 127 DOLLARS ON THE NET® SaaS

StayNTouch Inc. Yotel NYC New York, N.Y. 669 Rover & Zest CloudGreat Wolf Lodge Williamsburg Williamsburg, Va. 405 Rover & Zest CloudThompson Chicago Chicago, Ill. 247 Rover & Zest CloudCarlyle Suites Hotel Washington, D.C. 167 Rover & Zest CloudJDV Galleria Park Hotel San Francisco, Calif. 177 Rover & Zest Cloud

TrackIT, LLC Hyatt Regency Maui Maui, Hawaii 806 TrackIT Package WindowsHyatt Regency Waikiki Waikiki, Hawaii 1,230 TrackIT Package WindowsFedEx Off ce – Marriott Washington, D.C. Washington, D.C. 737 TrackIT Package WindowsHyatt Regency Sacramento Sacramento, Calif. 503 TrackIT Package WindowsSt. Regis Princeville Resort Kauai, Hawaii 251 TrackIT Package Windows

VingCard Elsafe® Alion Beach Hotel Ayia Napa, Cyprus 100 Allure by VingCard, VISIONLINE WindowsBolton Whites Hotel Bolton, U.K. 125 Classic RFID WindowsTrump National Doral Miami Miami, Fla. 693 Signature RFID, VISIONLINE WindowsFairf eld Inn & Suites by Marriott Brooklyn, N.Y. 133 Signature RFID, VISION WindowsResidence Inn Denver Downtown Denver, Colo. 159 Classic RFID, VISION Windows

Vizergy® Kokua Hospitality LLC Chicago, Ill. 2,985 Digital Management System SaaS/CloudWinegardner & Hammons, Inc. Cincinnati, Ohio 5,466 Digital Management System SaaS/CloudEmbassy Suites Baltimore Inner Harbor Baltimore, Md. 300 Digital Management System SaaS/CloudThe Brown Hotel Louisville, Ky. 293 Digital Management System SaaS/CloudMountain View Grand Resort & Spa Whitef eld, N.H. 144 Digital Management System SaaS/Cloud

Vocera Communications, Inc. Park South New York, N.Y. 131 Vocera Software Platform The Strand New York, N.Y. 177 Vocera Software Platform St. Paul Hotel St. Paul, Minn. 254 Vocera Software Platform Trump International Hotel & Tower Toronto Toronto, ON, Canada 161 Vocera Software Platform

ZDirect, Inc. Sunway Hotels Spain 256 rms/2 props ZMail ASP/Cloud basedHersha Hospitality Pennsylvania 571 rms/7 props ZMail ASP/Cloud basedStoney Creek Hospitality Des Moines, Iowa 1,515 ZMail ASP/Cloud basedThe Peninsula Paris Paris, France 200 ZMail ASP/Cloud basedThe Woodlands Resort & Conference Center The Woodlands, Texas 440 ZMail ASP/Cloud based


ecent installations


NAMA Professor in Hospitality Business

The School of Hospitality Business

Michigan State University

connectingunconnected

by Michael L. Kasavana, Ph.D., CHTP, NCE5

During the recently televised 2014 Master’s Golf Tournament,

AT&T repeatedly ran its “Wouldn’t It Be Nice” advertising

campaign. Underscored by the musical soundtrack of the

Beach Boys’ song of the same name, the campaign promotes

the beneficial outcomes resulting from human and machine

interoperability. The ad ends with this tag line: ”When everyone

and everything work together, business just sings!”

This advertisement provides insight into current and near-future

technology advancement in the hospitality industry, often referred

to as the Internet of everything.

the internet of everything

hospitality industry:

internet of things

the

What’s trending? Well, perhaps the

most widely discussed and anticipated

hospitality business technology develop-

ment is “the Internet of everything.” The

concept of Internet of everything (IoE)

involves connecting seemingly indepen-

dent, unrelated devices and transactions

into meaningful interactions with the goal

of enhancing the hospitality guest experi-

ence. Basically, technology is applied to

initiate a skillful aggregation of machine-

to-machine (M2M),

person-to-machine

(P2M) and person-to-

person (P2P) activities.

By doing this, IoE is

able to generate a pow-

erful warehouse of data

analytics. Through the

connection of devices

and processes, hospital-

ity management can

gain superior business

insight and competitive

advantage.

IoE Defi nition

What is meant by the Internet of

everything? Cisco Systems, a leading

technology and environmental sustain-

ability f rm, def nes the term as “bringing

together people, process, data, and things

to make networked connections more

relevant.” The company believes that by

joining these four elements there is a

more highly valued process created that

enables the transformation of captured

data into useful information. For the

hospitality industry this means the creation

of new business capabilities, richer guest

experiences and unprecedented industry

opportunity.

But this is not the only view. For

example, Microsoft views IoE this way:

“The Internet of Things is not a futuristic

technology trend: it’s here today, and it

starts with your things – your devices

and sensors, the data they produce, your

cloud services and business intelligence

tools. That’s the Internet of your things.

By implementing a strategy to capitalize

on the Internet of things, you can stop just

running your business and start making it

thrive.”

Microsoft’s integrated approach capi-

talizes on gathered, stored and processed

data. This unique approach includes PCs,

tablets and network tools, as well as back-

end systems and services. Microsoft’s data

platform securely engages applications

that drive real-time analysis and action-

able opportunities that

might otherwise be out of

reach.

Intel labels its con-

cept the Internet of things

(IoT) and def nes it as

“driving business trans-

formation with integrated,

scalable, device-to-cloud

solutions.” The company

perceives the emergence

of a dramatic movement

from isolated systems to

Internet-enabled devices

Keep them coming backYou know what your customers wantÑoutstanding

service, access to self-service capabilities, and the

latest amenities. HP can provide the technology and

innovation to help you to respond more quickly to

fast-changing market conditions. Turn challenges

into opportunities. Build customer loyalty and

revenue. And keep them coming back for more.

hp.com/go/consumer-travel

© Copyright 2013 Hewlett-Packard Development Company, L.P.


that can network and communicate with each other in the cloud.

The IoT is expected to produce new services, innovative revenue

sources, improved productivity and effciencies of existing services,

as well as improve real-time decision-making.

The device-to-cloud (D2C) is somewhat unique to Intel in that

it involves connecting legacy systems to secure, intelligent devices to

enable end-to-end analytics to transform business. The enormous

volumes of data generated and shared across intelligent devices

and systems can now

be analyzed, and

the untapped value

extracted to serve the

business. This enables

companies to provide

better products and

services, enabling new

business models and

enriched consumer

experiences.

In terms of the

hospitality environ-

ment, IoE means that

regardless of whether

the source is a mobile

app, digital sign,

point-of-sale (POS)

terminal, hand-held

device, robotic unit or

thin-client terminal,

the IoE is capable of

creating an intelligent

system that trans-

forms data into a

platform for the growth, expansion and streamlining of a toolbox

of functionality capable of improving guest, employee and property

interactions.

Guest CycleThe concept of a hotel guest cycle defnes the interactions

between a guest and the hotel. The cycle is normally perceived as a

progression of transactions from pre-sale, point-of-sale and post-

sale phases. Pre-sale activities include reservations, prepayments,

forecasting and arrival information. Point-of-sale activities include

check-in, allocation of credit, deferred payment postings and folio

account monitoring. Post-sale activities include checkout, account

reconciliation, folio closure and guest history updating. Tradition-

ally, there have been several aspects of hospitality technology that

indirectly relate to an Internet of everything approach. For example,

consider the following interoperability linkages:

• Propertymanagementsystems(PMS)–Standardfront

offce PMS software modules include: reservations management,

rooms management, guest accounting management and general

management applications. Back offce PMS software modules

include: general ledger accounting, inventory control, human re-

sources and fnancial reporting. The sharing of data between front-

of-the-house modules linked to back-of-the-house modules presents

a comprehensive data warehouse capable of closely monitoring the

hotel guest cycle.

• PMSinterfacing–AninstalledPMSnormallyrequires

specialty interfacing (M2M) to ensure aggregate handling of

deferred payments, access security, energy conservation and other

internal controls. Such nonguest-operated interface technology as

point-of-sale systems

(POS), call account-

ingsystems(CAS),

electronic locking

systems (ELS) and

energy management

systems (EMS) have

typically been add-

ons to front offce

applications. While

guest-operated ap-

plications dealing with

self services (e.g., self

check-in/checkout),

in-room entertain-

ment (e.g., movies

and PPV events),

in-room refreshment

services (e.g., honor

bars and minibars)

and in-room guest

information systems

(e.g., weather and air-

line fight schedules)

have also become

commonplace. Interconnectivity among interfaced modules is used

in a complementary manner to enhance management of the hotel

guest cycle.

Industry ImpactWill the Internet of everything create major advancements

within the hospitality industry? Can a competitive advantage be

gained through enhanced hotel guest experiences? Implementation

of IoE involves smart technology at each guest touch-point, includ-

ing public area devices, in-room technologies, mobile applications

and concierge services. When connected, these areas and others

tend to improve operational effciencies, enhance managerial effec-

tiveness, reduce cost of goods sold, increase revenues and improve

sustainability. Industry practitioners tend to measure the impact of

IoE initiatives as customer loyalty achieved through enhanced guest

experiences. For example, consider the possibilities associated with

the following guest touch-points and the potential developments

gained through data sharing across points:

• Self-reservations,onlinecheck-in,roomupgrade,

guestroom access (guestroom access code to mobile device or via

kiosk), temperature controls, virtual concierge – applied artifcial

intelligence to respond to guest’s requests, dynamic controls (envi-

ronmental (color, lights, etc.) management), guest security (emer-

internet of things


gency alarm and guest notifcation network),

payment options, location-based services

(personalized wayfnding, social media, and

promotions), geo-fencing (targeted mes-

saging based on proximity to attraction or

outlet), personalized networking (integra-

tion with guest-owned profle and account),

and data analytics.

The possible benefts derived from IoE

applications in hospitality properties are

based on the degree of integration between

management, guests and social media

networks given the presence of accessible

wireless smart devices (e.g., phones and

tablets).

Technology Overview Through the application of a variety

of technological applications, hospitality

management is now capable of leveraging

IoE features. To date, many of the hospitality

IoE achievements have been accomplished

through creative use of such technologies as

Wi-Fi, Wi-Fi-enabled RFID and Bluetooth LE.

Together these technologies enable greater

visibility into hotel guest movements and

patterns, as well as other data trends.

Challenges Some critics of IoE claim it requires

capturing more proprietary and intimate

details about the interactions between

theguestandhospitalitybusiness.As

management of the guest cycle may

encompass monitoring and tracking

a hotel guest’s movements within the

property and/or restaurants seek to

capture proprietary guest data to push

proximity incentives, the guest experience

may or may not be enhanced.

Most industry practitioners agree

there are three major concerns associated

with an effective IoE implementation in the

hospitality industry: 1) suffciency of reliable

communication connectivity, 2) presence of

high-level network security and 3) lack of

interoperabilitystandards.Asthenumberof

mobile devices carried by guests increases,

and correspondingly data usage consumption

rates increase, hotels and restaurants will

struggle to provide adequate and reliable

connectivity. In addition, lodging and food-

service facilities may provide inconsistent

Wi-Fi signal service or involve confusing

connectivity procedures not designed to sup-

portnext-generationmobiletechnology.Asa

result, hotels and restaurants may gain short-

term relief through innovative location-based

applications for enhanced customer relation-

ship management, attractive gamifcation

An IoE illustrated model, the Unified Hotel Communications (UHC) solution from Cisco, is designed to manage and deliver guest and hotel staff communications through a single, common platform. In this model, guestrooms are equipped with both analog and VoIP capabilities for voicemail, group messaging, wake-up calls, intra-room calling and E–911. Guestrooms also feature advanced capabilities for telephone-based guest services, in-room dining, and related applications. Hotel staff communication services incorporate desk phones, portable Wi-Fi phones and mobile devices (e.g., smartphones and tablets) including text messaging and video capabilities. Additional features include special physical and virtual guest service-related applications. Key benefits of the UHC solution are reduced investment and operating costs as well as high-level secure wired and wireless communications integration for voice, messaging and video.

Through a model like the UHC, guests may be able to use a mobile device to control many guestroom amenities (e.g., audio, video and environmental).

IoE Hospitality Models

Trump SoHo New York Creates Distinctive Guest Experience

The owners of the Trump SoHo, a fve-star luxury hotel in Manhattan, and

developer, Bayrock Sapir Organization LLC, wanted to make the hotel spectacular, both

visually and in terms of the guest experience. The goal was to create a technologically

sophisticated hotel in New York City, with a stand-out guest experience. To delight

guests high-speed wireless access throughout the property for smartphone-toting

guests, and personalized service from staff members who could collaborate from any

location was to be provided. The developers were especially interested in creating a

distinctive in-room experience, including a single interface to control not only video

on demand, but also room lighting, temperature and even the drapes. Another element

would be a novel phone experience. The role of the phone in hotel rooms has changed,

so rather than viewing the phone as a revenue-generating tool, Trump SoHo wanted

to use it to deliver useful services such weather forecasts, airport and entertainment

information and email.

Finally, the property developers wanted to take advantage of technology behind

the scenes, for operational effciency. “Hotels have traditionally built and managed

separate networks for phones, business applications, guest Internet access, video sur-

veillance, video on demand, building controls, and more,” said Eric Brunnett, director

of information technology for Trump SoHo. “By consolidating all of these services onto

a single IP network we minimize IT staff requirements while also allowing us to give

guests a single interface to control all room amenities.”

The highly personalized guest experience begins when guests drive up to the front

door. Hotel staff wear a wireless IP voice badge that operates over the same system used

for typical voice calls. When the bellhop asks the guest’s name at the door, the check-in

staff hears the guest's answer so that a moment later they can greet the guest by name.

When guests arrive in their room, the color display on the phone shows a personalized

welcome message.

The developers estimate they saved 25 percent to 30 percent on cabling and 10 per-

cent on switch ports by using a single converged network for voice, video on demand,

business applications, and guest Internet access.

internet of things

As the number of mobile devices

carried by guests increases, hotels and restaurants will struggle to

provide adequate connectivity.

Your Global Partner for Unified Communications in HospitalityWhether on premises or in the cloud, NEC provides the roadmap and innovative technologies in hospitality to help

you effectively leverage your data and telecommunications.

NEC…over 115 years of experience helping hotels, resorts and casinos around the world improve their business

through communications.

necam.com/hospitality

© 2014 NEC Corporation. All rights reserved.


and aff nity programming, and/or couponing

and product promotion. This approach is not

considered a long-term solution, however.

The other clear challenge facing IoE for

the hospitality industry is the lack of com-

mon industry interoperability standards.

These needed standards may arise from the

developmental work of Hotel Technology Next

Generation (HTNG). The focus of HTNG is the

publication of industry standards for connec-

tivity and security.

Summary Astechnologysuppliersarequickto

explain, the Internet of everything is not a

futuristic technology; it’s here today! When a

hospitality f rm connects its devices, sensors,

application software, cloud services, and busi-

ness intelligence it can enhance the guest ex-

perience and garner a competitive advantage.

MiCHaEL kaSavaNa, PH.D.,

NCE, CHTP, is a NAMA professor in

Hospitality Business for the School of

Hospitality Business at the Michigan

State University. He can be reached at

[email protected].

HTNG Standards

For the past many years,

HTNG has worked to develop

industry standards and a

voluntary vendor certifi cation

program. Although there may

be myriad reasons vendors

choose to have products HTNG

certifi ed, the most often cited

reasons include:

• Recognition as an

industry-leading product that meets the highest standards of interoperability.

• Prospective customers specify HTNG certifi cation as a requirement or it is a

preference in an RFP.

• Many smaller vendors establish instant credibility with larger vendors with

whom they needed to interface.

• In connectivity negotiations, leverage results when multiple vendors recognize

use of a common standard, as opposed to creating a proprietary interface.

• Ability to display the HTNG Certifi ed logo on products for marketing and

packaging materials advantage.

• Certifi cation is a visible statement of commitment to interoperability and

provides product exposure through HTNG channels.

• HTNG certifi cation differentiates products from non-certifi ed competitors.

• Only HTNG certifi cation proves conformance to industry specifi cations.

internet of things


Data Security By David Durko

THE ROAD TO COMPLIANCEis a Rocky One for Hotels

The hospitality industry and hotels in particular are leveraging the latest in technology to establish a competitive brand advantage. Many see this as hotels step up their development of mobile applica-tions to engage consumers and leverage social media and mobile bookingapplicationstoimproveRevPAR.Therushtomarketwith

these cutting-edge technologies opens the brand, property and con-sumer to growing risks associated with a breach of privacy related to lax or non-existent security controls. Luckily, tools are now coming to market that make it is easier for consumers to see how well a property protects consumer data.

The bigger issue is that until very recently there has not been an advocate for the consumer or a process that validates the security posture of the hotel. Missing from the marketplace was an organi-zation who would report the status of the properties’ data security standards and report that information to the consumer. The respon-sibility for compliance has been left to the brand, payment acquirers and banks to independently determine what an acceptable level of risk can be. Far too often hotels take a non-scientif c approach and simply weigh the risk against the potential revenue to determine whether the risk is acceptable. Is it the brands’ right to put the consumer at risk without even notifying them that their idea of security is a revenue approach?

Those responsible for policing compliance have been reticent to make the status of smaller merchants’ compliance public or to enforce a lack of compliance. Banks and acquirers instead have focused their attention on big box mer-chants. Because of the shadow cast by the Staples, Neiman Marcus and Michaels stores’ breaches, little light has been shed on the smallermerchants.AbreachofcarddataatapropertyinOrlando,

Fla., for example, will unlikely make it to the national press while tens of millions of cards lost garners front page coverage. The reality is a loss of a million cards or one card does the same damage to the individual consumer.

There is a change coming and we can see it right around the corner.AsaresultofactiontakenbytheFTCagainstWyndham

Worldwide Corporation, we are certain to see greater transparency and accountability for merchants and hotels in particular. If the FTC prevails in its case against Wyndham it could have far-reaching impli-cations for franchise owners.

In its f ling the FTC alleges Wyndham’s “failure to maintain reasonable security; allowed intruders to obtain unauthorized access to the computer networks of Wyndham Hotels and Resorts, LLC, and several hotels franchised and managed by Wyndham.”

This should fuel an interesting debate since the industry is currently polarized in its opinion of who maintains responsibility for compliance. The brands have done a good job putting distance between them and franchised/managed properties.

Several hotel brands have recently provided quotes on this subject. Every brand takes the same position, that the brand is not responsible for the compliance of the individual locations in the brand. Many expect the brands to break ranks with this thinking very soon. Wyndham has gone on the record with a similar position stating that the independent owner/operator is responsible for payment card compliance. However, Jay Patel, spokesman for an owner’s association representing approximately 1,500 franchised hotels, states that the

parent brand and not the individually owned and operated property is the responsible party.

PCI compliance at the franchise is a shared exercise. We can look to the Payment Card Industry guidelines and try to decipher where the responsibility falls and how the franchise and franchisor can better protect the customer.

The PCI Security Standards Council is an open global forum launched in 2006, that is responsible for the development, man-agement, education and awareness of the PCI Security Standards,

We are certain to see greater transparency and account-

ability for merchants and hotels in particular.

ftc.gov/enforcement/cases-proceedings/1023142/wynd-

ham-worldwide-corporation


Data Security

including the Data Security Standard (PCI

DSS), Payment Application Data Security

Standard (PA-DSS), and PIN Transaction

Security (PTS) requirements.

The Council's fve founding global

payment brands – American Express,

Discover Financial Services, JCB Interna-

tional, MasterCard and Visa Inc. – have

agreed to incorporate the PCI DSS as the

technical requirements of each of their

data security compliance programs. Each

founding member also recognizes the

QSAs, PA-QSAs and ASVs certifed by the

PCI Security Standards Council.

Note that enforcement of compliance

with the PCI DSS and determination of any

non-compliance penalties are carried out

by the individual payment brands and not

by the council.

As if the Wyndham story needs any

additional color, recently a shareholder

initiated a derivative lawsuit against cer-

tain directors and offcers of the company,

as well as against the company itself as

nominal defendant, related to the three

data breaches the company. The suit

alleges Wyndham “failed to take reason-

able steps to maintain their customers’

personal and fnancial information in a

secure manner.” The complaint alleges

further that the individual defendants

“failed to ensure that the Company and

its subsidiaries implemented adequate

information security policies,” and that

the Company’s property management

system server “used an operating system

so out of date” that the company’s vendor

“stopped providing security updates for

the operating system more than three

years prior to the intrusions” and allowed

the company’s software to “be confgured

inappropriately.”

The PCI requirements are applicable

to merchants or service providers that

process, store or transmit cardholder

data. There is no doubt that every hotel

meets this defnition and is required to

assess its computer environment per the

PCI framework.

The signifcance of this suit is that it

attempts to hold directors and offcers li-

able for the loss of consumer data. So can

we make the assumption that an owner

of a hotel that is still running Windows XP

at the front desk and who suffers a data

breach can be held personally liable for

the loss? I am not sure if this is a stretch

and the outcome of both cases will be

interesting.

The responsibility for compliance

actually falls on both sides of the fence.

The independent operator is responsible

for the way customer data is handled.

When a customer checks in he automati-

cally assume his data is safe and will not

end up in the wrong hands. There is an

implied agreement that the merchant will

do everything in his power to protect the

data and all of the necessary controls are

in place to ensure the implied agreement

is enforced. The property is responsible

to train every employee in security best

practices including risk mitigation and

what to do in case a consumer’s card

is compromised. The property is also

responsible to ensure all systems that

store, process or transmit credit card data

are patched and protected from vulner-

abilities. This includes but is not limited

to all front desk systems, those systems

that connect to the property management

system, restaurant point-of-sale systems

and any other systems that sit on the same

network segment. Remember systems are

only as safe as the weakest link.

The property also has an obliga-

tion to ensure the property management

system and point-of-sale systems are com-

pliant according to the PA-DSS. Addition-

ally, it is responsible to know whether its

PMS vendor has had a qualifed payment

assessor validate the software as being

compliant. It doesn’t end here. The PMS

and POS system must also be installed

and maintained in a compliant manner.

Research has shown that less than 20

percent of property management systems

have been installed according to the

security guidelines. Research also suggests

that a very small number are currently

operating according to the manufactur-

ers’ guidelines for PCI compliance, and in-

dicates that many of the PMS/POS systems

are not being patched in accordance with

security best practices and are vulnerable

to attack.

More often then not the brand is

instrumental in procuring and provision-

ing the PMS on the property’s behalf.

Therefore, compliance with all security re-

quirements is shared between the entities.

Any third party such as the par-

ent brand or hosting facility must have

submitted its systems and facilities to an

assessment and can attest to its own com-

pliance. It is not enough to say the systems

are secure and yet leverage the services

of a third party that may not be. For the

most part, third parties that host central

reservation systems, whether the brand

or a third party like Sabre Hospitality, are

more than likely compliant. However,

the important part is that the property is

entitled to ask for and receive the execu-

tive summary.

Now here is where compliance

becomes a little murky, bluring the lines

between the property and the brand. The

depth of the effort is dependent on the size

of the property. The front desk systems

are the primary focus of compliance.

These are the systems that interact with all

of your customer’s data.

The question security professionals

always ask is “Does the front desk have

connectivity to the Internet?” And when

the hotel owner says, “yes,” you can hear

the sighs of disappointment and the fear

of risk wash over them. Why in this day

and age and are systems that process

cardholder data and customer records

connected to the Internet? Have we not

learned enough lessons?

Remove Internet access from the

front desk segment. That doesn’t mean

block access; it means remove Internet

access from the whole network segment.

The list of recommendations and require-

ments goes on and on. Hotel owners

need the assistance of the brands to

protect themselves, the brands and their

customers. Compliance needs to be a joint

effort and neither party will beneft from a

hands-off approach.

There is a tremendous amount of

good press that can be garnered from

doing the right thing for the customer. As

soon as a brand embraces it and begins

marketing InfoSec safety as a feature it will

be a game changer.

DaviD Durko is the CEO of

Security Validaton LLC, a security

advisory company focused on the

hospitality industry. He is also the

CEO and founder of PrivacyAtlas,

a consumer friendly registry of PCI

Compliant Merchants.


Cyberliability Insurance

Data Security Insurance By Mary Siero

2013 was a record year for data breaches, including four of the top 10 data

breaches of all time. No industry is immune. In its 2014 Data Breach Investigation Report (using 2013 data), Verizon reported that two of the top security threats are technologies commonly used in the hospitality industry: Website attacks accounted for 35 percent of all breaches and point-of-sale (POS) sys-tem attacks accounted for 14 percent of all breaches.

Protecting guest data is harder than ever as there is more data to protect. The demand for tablet and mobile technologies extends the perimeter and complexity of the network that needs to be supported, and attackers are busier and more sophisticated than ever fnding new ways to obtain data. Regardless of how the data is lost, the damage to an orga-nization’s reputation resulting from the expo-sure of sensitive data must be addressed.

Concern regarding the potential liabili-ties that may result from a data breach is driv-ing many organizations to evaluate the need for cyberliability insurance, an emerging market in the feld of enterprise risk manage-ment that grows with each high-profle data breach.

Standard liability insurance policies have not traditionally covered cyberevents, but some court decisions have held that data corruption or theft constitutes physical damage to software or data. This is not the norm and should not be relied upon. Per-haps in response to these court cases some

underwriters are now including a cyber-endorsement in business owner policies (BOP) that can afford some coverage for a cyber-related event.

The Towers Watson “2013 Risk and Finance Manager Survey” reports an 11 percent increase in organizations that have purchased network security/privacy liabil-ity-type policies. The report indicates that 44 percent of organizations in the fnancial services industry have purchased policies of this kind and only 33 percent of organiza-tions in nonfnancial services industry have purchased these policies. The most common reason cited in the Towers Watson survey for not purchasing a cyber-risk policy is that the organization believes that its internal IT department and controls are providing ade-quate protection.

Decisions about cyberliability insur-ance should be considered in the context of enterprise risk management. A choice not to fund this type of insurance is an acceptance of the risk levels identifed as the result of an enterprise risk assessment or a choice to fund mitigation strategies that will either prevent a breach or minimize the impact of

one. In order to make this determination, it is helpful to understand the risk from a cost perspective.

For the past three years NetDiligence®, a cyber-risk management company, has con-solidated and analyzed claims from multiple insurers in an attempt to understand true costs of cyber breaches and predict future trends. Its objective is to help risk manage-ment professionals and insurance under-writers understand the true impact of data insecurity. To date, its sample size is limited, a refection of a growing market where not enough policies are in place when breaches have occurred, but the data that is emerging from its work provides good information for those considering this type of insurance cov-erage.

In its most recent (2013) study, Net-Diligence reported the most likely breach incidents included loss or theft of either personally identifable information (PII) or protected health information (PHI) resulting from either a lost or stolen laptop or from hackers. This seems to confict with news reports and other studies citing credit card data as a major target for hackers, however, it can be reconciled by understanding that the NetDiligence report is only able to ana-lyze claims paid out on a limited number of breaches for organizations with cyber-liability policies in place. The study included a total of four claims from the hospitality industry where reported costs ranged from $55,000 to $235,000.

The most common reason cited

for not purchasing a cyber-risk

policy is that the organization

believes that its internal IT

department and controls are

providing adequate protection.


Data Security/Password Management By Ryan Ward

Every year the Verizon Data Breach Investigations Report researches data breaches that occurred throughout the year along with trends and reasons behind those breaches. We

know that breaches are on the rise. The Target breach got every-one’s attention and it was only one of a long string of incidents reported throughout a variety of industries.

According to the report, the hospitality industry had the highest number of breaches among all the industry segments measured in both 2011 and 2012. That’s ahead of fi nancial services, healthcare and retail, industries which obviously could provide higher fi nancial rewards for attackers than hospitality. Despite all the money being spent on security measures from endpoints to data leak prevention to database security, the single largest vulnerability continues to be passwords. To be specifi c, 76 percent of all industry breaches over the past few years were based on weak or stolen password credentials.

Numerous implementations of password management solu-tions showed a major success in a very short period of time. And, the success of these implementations can be measured fi nancially through improved operations and through improved security. An organizational password management implementation involves a number of key elements consisting of a blend of technology and internal business processes, such as composing hard-to-guess passwords, changing and reusing passwords, intruder detection and lockout, synchronizing passwords, and the art and science of keep-ing passwords secret, among other things.

Based on hospitality breach statistics, it may be time to evaluate your maturity against some of the top practices defi ned below to ensure you improve security and lower operational costs.

Tip No.1:

Multiple Passwords Can Be InhumaneThe problem with passwords in a large enterprise is

that people generally require so many different accounts and corresponding passwords to access the expansive list of both cloud and on-premise systems and applications, that sometimes it feels humanly impossible to remember them all. And just about the time you feel you have them all memo-rized, they then need to be changed. So what is the natural reaction of a worker who needs to effi ciently accomplish all their tasks across a number of different systems? They start to develop a host of insecure behaviors around password management including: writing passwords down, using passwords that are simple and easily compromised, contact-ing the help desk constantly when they forget their password (contributing to 30 percent of all help desk calls), or reusing old passwords as often as possible.

These behaviors creep into the workplace because workers want to avoid downtime and the hassles that go along with it. The solution to the entire password manage-

ment problem incorporates three critical components: an easy self-service password reset capability to ensure people can reset their own passwords, a synchronization solution that changes passwords across all of a user's systems and a single sign-on solution to limit the number of sign-ons required.

Tip No.2:

Compose Pass-

words That Are

Diffi cult to CrackAll it takes to un-

derstand the glaring is-sue of password strength is to see the 25 worst passwords and their cur-rent ranking based on use (thanks to Splashda-ta who measures them). The top 10 are listed in the sidebar.

At least "password" is no longer No.1. The solution to this overly simple problem is to prevent your users from being able to use simple,

Tips for Password Security

The Worst

Passwords of 2013

The full list of top 25 worst pass-words of 2013 can be found at hospitalityupgrade.com/Top25-Worst-Passwords-of-2013

1. 123456 (taking the top spot from password) 2. password (down 1)3. 12345678 (unchanged)4. qwerty (up 1)5. abc123 (down 1)6. 123456789 (new)7. 111111 (up 2)8. 1234567 (up 5)9. iloveyou (up 2)

10. adobe123 (new)

That Actually Works

A

Scan this page

using Layar to see

the Top 25 list


easy-to-guess passwords. Controls around password strength have been around for a long time, and most software and operat-ing systems provide a way to prevent weak passwords from being used if confgured correctly. Unfortunately, some organiza-tional legacy system baggage prevents setting stringent controls holistically at the target system, so software solutions have been cre-ated to help enforce password policies and prevent poor password decisions at the time the password is set and then synchronized across systems.

Tip No.3: One-to-many Corporate Password Policy

There is no reason to have numerous password policies across your system envi-ronment. Identify the strength, expiration and aging requirements of your organization, and implement that same policy on all of your systems. This does not take a mas-sive amount of effort to accomplish, and it ultimately improves security while reducing support hassles. If your users know that they always need to choose a password that has at least one upper case character, one lower case character and a number, that they can not reuse that password for fve password changes and that they need to change the password every 60 days on every system within the company, they will not need to remember so many different password types or go through the hassle of being rejected when entering a weak password on a strong policy system.

A solid password management solution can unify your password policies by ensur-ing users select a password with all of the strength requirements across a variety of system policies. While the active directory domain may require three of four character types (upper/lower/numeric/special charac-ter), your SAP system may only be set to take upper, lower and numeric values. It is best to identify a single corporate password policy and implement that same policy across all of your systems while using a password management tool to help block easily guess-able passwords regardless of the strength requirement.

Tip No.4: Change Every Password but the Kitchen Sync

Password synchronization can solve many issues around password management. Syncing passwords ensures users only need to remember one core password when log-ging into corporate systems, which ultimately prevents writing down passwords. It also helps solve the password expiration problem since the passwords will all be changed at the same time.

The latest solutions can map usernames across systems and still sync passwords successfully. For instance, my AD account may be RYANW, but my AIX Unix password is WARDR. A password management solution keeps track of those mappings and automati-cally knows to change my password for both AD\RYANW and AIX\WARDR. Synchroniza-tion can now also work with cloud-based applications such as Salesforce.com, Google or Offce365, so security is strengthened by regularly changing cloud-based applications that in the past were typically left unchanged or had longer expiration windows.

Tip No.5: Embrace Self-service

As stated earlier, the volume of service desk calls relating to password issues is massive, and service desks obviously have better things to do than handle these types of calls. The return on investment (ROI) of self-service password management solutions is lightning fast and easy to calculate. If you know the cost per ticket of a password call, simply multiply that by the number of calls and the percentage that would be automated via a self service (such as 90 percent).

ROI of self-service password management$10 per ticket X 10,000 tickets

X 90% self-service = $90,000 saved

If you steer end users to handle their own password issues, you will have a clear justifcation to purchase a solution, and the ROI typically occurs within six months.

Tip No.6: Using Single Sign-on

Single Sign-on (SSO) as a form of password management simply because it eliminates the number of times a user needs to use a password. After logging in with a

core directory username and password, a worker leveraging single sign-on in the enterprise is then trusted to access a variety of other applications they use since they have already been successfully authenticated.

The beauty of an enterprise-class SSO solution is that you can combine it with password management and identity manage-ment capabilities to create a unifed security approach for authentications across critical applications. The password management solution should be able to sync passwords to the cloud apps transparently, improving security. An identity management solution could automatically provision and deprovi-sion access to SSO apps which also improves security. Finally, having visibility to SSO appli-cation usage provides a great way to monitor license usage and costs.

Tip No.7: Auditing, Intrusion Detection and Security Features

Once a single enterprise password management solution is implemented, it is then possible to have a holistic view of all password management activities. This includes all user activities as well as admin-istrative actions against the system. Security enhancements around intrusion detection are also improved with this type of solution, and your end users and administrators can actually be notifed if a hacker is attempting to authenticate against the system inap-propriately. Notifying the target user when password-related changes occur is the best security mechanism as they would be best suited to detect if they were actually the cause of the password-related issue or not. Accompany this type of rollout with a securi-ty awareness campaign to promote password practices and security-related notifcations that will accompany the new solution.

These simple additions will go a long way in securing your organization. By keep-ing your passwords secure and your users engaged, the chance of a security breach is signifcantly reduced.

Ryan Ward is CIO at Avater

Corp., a world leader in risk-driven

identty management sofware. He is

a Certfed Informaton Systems Audi-

tor (CISA) and a Certfed Informaton

Systems Security Professional (CISSP).

Password Management


Asset Management By Mark Munger

While chatting with industry execu-tives about the latest technology trends, there is one topic that ends up on the low end of the list – asset management. What many don’t realize is that it is necessary and can inf uence both the guest experi-ence and the f nancial bottom line of the company. But asset management by its nature is one of numbers and tracking which rates rather low on the excitement scale. However, maintaining and replacing assets can account for an expense between 3 percent and 6 percent of revenues so it is an area that we should spend time focusing on.

Overall the f nancial side of enter-prise asset management (EAM) is rather well def ned. There is the ISO standard 55000, BSI standard PAS 55 and industry standards from a variety of associations. In general the goal is to maximize the value of the asset from acquisition through disposal. During this time, there are physi-cal activities of tracking and maintenance. There are also f nancial activities of tracking value including purchase cost, depreciation and tax implications to the company. I know some people live for this stuff, but most of us just wish to accom-plish this in the easiest way possible to get on with more pleasurable work. However, asset managing a fantasy football team is a pleasurable mix of the two.

At one point in time, spreadsheet ap-plications like Lotus 123 and Excel were heavily used for this. The unfortunate truth

Pain

in the

Asset

is there are still many using spreadsheets or generic applications today. This is true even while vendors provide affordable asset management applications. Many of these applications are hospitality industry focused and available as a cloud service. Managing the life cycle of assets has never been easier than it is with today’s applica-tions.

Of specif c note in the hospitality industry is managing maintenance of our assets including guest requests for service. A non-working asset can cost a night’s stay or worse, a loyal guest or a bad review. Computerized maintenance management software (CMMS) is used to manage as-sets, service orders (SO) and costs associ-ated with each. With costs of service and depreciation, it is benef cial to have some link between the f nancial and SO sides. But overall f nancial management and the maintenance management are equally important.

Some of the items to look for in asset management are the basics of what information it allows you to track, is it easily customizable within the application, and are reports and data exportable. More def ning features include ability to attach f les like pictures and manuals, making it easier to have support information in one place. Some of this information could be associated leases or service contracts which also should have f elds which can be reported on. The ability to create and assign bar codes or RFID tags makes

tracking and identif cation easier, and ensures the correct component is being addressed. When dealing with mobile items that can be checked out to staff (i.e., laptops), it is nice to have a check-in/out feature to track. When dealing with the f nancial side, the tracking of depreciation allowing for multiple depreciation types and asset transfers if you have multiple properties.

While both f nancial and maintenance management are important, the interfac-ing of these systems into other property systems ranging from the property man-agement and central reservation systems to door locks and energy management systems provides additional functionality and benef ts. With other systems knowing the status of assets and having the ability to generate ticket requests, a more automat-ed environment can be achieved, saving time, money and relationships with guests.

There are many vendors that provide software for asset management, CMMS or both. Though a complete list is outside the scope of this article, some of the more widely used and popular examples are mentioned below, and for those we may have missed, check the hospitalityupgrade.com site for additional information.

From the accounting side, Infor En-terprise Asset Management (EAM) (infor.com/industries/hospitality/) is a popular solution and f ts within its accounting application framework. If we think of all these products as ships attacking the same

Maintaining assets with

software not spreadsheets


Asset Management

target, this would be the battleship. Though other service order-

focused applications may have more functionality, Infor’s EAM

presents strong benefts as part of a line of accounting applica-

tions.

Asset management software and computerized maintenance

management software (CMMS) requires an investment to imple-

ment and operate, but its ability to impact the bottom line is well

worth implementing. The more information and use, the better

these systems help improve the results. And, they let you get back

to using spreadsheets for something they are better suited for, like

managing that fantasy football team. But then there are applica-

tions for that too…a subject for another time.

Mark Munger is an independent consultant

specializing in hospitality and gaming systems. He can

be reached at [email protected].

For applications focused on the CMMS side, several are noted below. When considering a CMMS, all provide basic maintenance

ticket and service tracking functionality. Key points to consider with these are any specifc connections to your specifc property sys-

tems and applications.

tracNcare, a subsid-

iary of iQware Inc.,

provides asset track-

ing and care manage-

ment as a stand-alone

or integrated package

focused on the asset

side. It provides FFE

maintenance analytics

that works to anticipate

issues before a ticket

is generated. Knowing

your actual asset life-

cycle can make budget-

ing more accurate and

assist in preventing

issues before they cause

a maintenance ticket to

be generated.

(iqwareinc.com/

products/hospitality)

HotSOS by MTech/

Newmarket Internation-

al could be considered

one of the class-defning

hospitality service order

systems. It’s focus on

collecting status updates

and automating service

requests is a proactive

approach to keeping

guests happy and assets

performing. Interfacing

to systems including the

network infrastructure

and minibar systems

adds value.

(m-tech.com)

SynergyMMS by

Systems Associates pro-

vides an asset-based

focus with features

like bar and AQ code

scanning. Its thin-cli-

ent approach keeps

implementation and op-

eration easy for users.

Like others it provides

dashboards and real

time monitoring to en-

sure quality and action

on requests.

(saicorporate.com)

Hotel ServicePro

provides an easy-to-use

product that works well

single property but also

has specifc features for

multiproperty opera-

tions.

Mintek EAM-CMMS

is used in many large

brands accomplishing

many of the needs in

maintaining the prop-

erty assets. Its proce-

dural-based service

system tracks well the

assets and systems on

property.


Digital Benchmarking By David Atkins and John Atkins

A common question heard from hoteliers and management

groups is how do we compare to other businesses our size

when it comes to digital? Although there are unique metrics

that only travel and hospitality businesses care about, benchmark-

ing against a competitive set is a common quest for leadership

teams across every industry.

Benchmarking, digital or otherwise, starts with knowing

your business well enough to know how sought-after goals can be

gained by manipulating various levers and drivers, and by deter-

mining which levers are the most impactful so that business leaders

can quickly gain clarity and know where to focus to gain on oppor-

tunities or fx gaps from a few key performance indicators (KPIs)

instead of measuring everything and becoming bogged down in

reams of data and a complicated process to source, clean and

present tracking metrics over time.

Getting digital benchmarking (much more than website statis-

tics) right will take time and investment, however when done right

it can be systemic and drive the best decisions for the business.

Proper digital benchmarking will also take a great deal of work on

underlying systems and technology. Digital benchmarking is a core

business practice that everyone needs to care about, and like all

benchmarking, will rely on KPIs.

Businesses should use their own KPIs to benchmark them-

selves against three to fve competitive, comparable businesses

using publically available industry data or by signing up for a ser-

vice that provides benchmarking capabilities.

In digital, the landscape is constantly shifting. For the orga-

nization to remain on the leading edge, its business opportunities,

benchmarking and optimizing need to become daily practice. This

The Best, Best Practice:

Digital Benchmarking for Hotels

is a daunting task for businesses that have been accustomed to

fxed margins and annual planning cycles.

For success in digital, companies should develop the capa-

bility to gain strategic and market alignment. This means seeing

where the market is today, looking out 12 months to 24 months,

and putting the right people, processes, systems and partners in

place to enable and empower business managers to take calcu-

lated risks, empower their staffs, partners and even customers to

optimize initiatives that reach and surpass objectives to maintain

alignment.

Invariably, the leadership conversation around gaining digital

alignment leads back to the primary benchmarking question: How

do we know if we are competitive?

Keeping up with the Digital JonesesWhat makes a digitally centered business different from the

business you may have operated in the past (or today)?

At the heart of it, a digitally centered business is always seek-

ing to improve its results by deploying technology that enables its

people to be more capable of (and faster at) meeting the demands

of a new potential customer. The focus is on using data to drive

internal alignment across functions to capture desired market

growth.

In digitally centered travel and hospitality businesses, we see

market dynamics that make functional silos impractical at best.

Marketing, sales, revenue management, distribution and opera-

tions must all share information on a daily basis and move closer

together so the business can stay aligned with the way customers

wish to interact with it.

Key performance indicators can be simple or complex.

Most favor simplicity for the sake of maximizing resources

that are focused on running the business. How to estab-

lish appropriate KPIs could be the subject of an entire

column, but here is a list of what a KPI must be.

1. Be clear and concise

2. Provide meaningful insight into your business

objective

3. Provide leverage that the application of

resource(s) can impact

4. Be a metric that is easily understood, accessible

and measurable over time

5. Be important enough to your business that it is

worth tracking


Benchmarking provides insight into what is working and what is not, where you have opportunities to move forward incrementally or with bold leaps in the direction the market is moving.

Developing a Benchmarking Plan

There are a number of limitations and options for travel and hospitality busi-nesses considering benchmarking as a regular practice. Companies that see suc-cess quickly often start by developing a plan that includes education before begin-ning any benchmarking process. A cross-functional approach is benefcial as each business leader can see how what they do is dependent on others in the organiza-tion and how their levers are impacted by

to have a presentation layer (geek-speak for dashboard) that allows for data from a variety of sources to be combined and nor-malized and then displayed in a meaningful set of easy-to-read reports.

If you are not currently engaging in some type of third-party digital bench-marking, you are already behind the curve.

Digital Benchmarking in the Context of Property Management

Brands and ownership groups can provide huge value in the benchmarking space, but are not always the perfect solu-tion. This is a place where certain brands can and do differentiate. However, invest-ment groups or hoteliers don’t often pick brand fags based on benchmarking capa-bilities, so there is an opportunity for third-party solution providers to fll the gap.

Many branded properties try to use their brand’s benchmarking metrics and fnd that it provides ill-suited comparable properties. For instance, if a hotelier under brand XYZ has a property that sits on a highway between Peoria, Ill., and St. Louis, Mo., with 150 rooms and 80 percent occu-pancy with a RevPAR of $123.50, can you search brand XYZ and fnd even one solid comparable property?

OTAs and Google provide best prac-tice data that can be used to construct ad hoc benchmarking models. However, as with many aggregated information sources, these data kings do not reveal the neces-sary detail required to conduct ongoing benchmarking and optimization at the property level.

Agencies claim to provide bench-marking for hoteliers. Be careful here as some of the data you want to collect is hard for many agencies to access. This is especially true for classic media agen-cies. Remember: digital benchmarking is a cross-functional exercise that requires representation from revenue manage-ment, marketing, sales, operations and the executive suite. Most media agencies are only visible to or accessible by the market-ing team.

If you choose to use an agency, select a hotel-specifc agency versus a media agency; specifcally you want to look for a business that has worked to develop back-end connections with you, your partners, your brand(s), the media space, your

Digital Benchmarking

The speed with which digitally cen-tered businesses innovate is a direct con-sequence of making benchmarking and optimizing a daily practice. The advantages of investing in such daily practices include the following:Early alerts on market trends – Being able to quickly spot the infection point at which consumers switched from PCs to mobile screens and from iOS to Android.

Moving ahead of the competition – Many are able to build solid front-end experienced mobile users while their backends were being updated.

Identifying a good customer – Building lifetime value measures that include infuence and identify good customers previously seen as low value based solely on purchases.

Spotting new partnerships earlier

than others – The ability to align with leading-edge technology providers to supplement offerings rather than wait until potential partners show market dominance.

Improving RevPAR – Maintaining and gaining RevPAR by deploying new technology that provides market intelligence.

Improving occupancy – Identify new ways to acquire new guests and extend stays by engaging with OTAs, review and social media sites.

Lowering costs – Gain operational effciencies by deploying CRM systems.

the success or failure of initiatives that they may not own. This realization helps break down territorial boundaries and barriers to success. Stakeholders at the table when digital benchmarking is being planned include team members from all disci-plines: marketing, revenue management, sales, distribution, operations, IT, fnance, HR and the executive suite. Top-level KPIs should be assigned individual C-level own-ers, while the action required to move the needle may be assigned to people outside of that owner’s functional area of respon-sibility.

The real key is that you must have a strategic framework for your benchmark-ing prior to investing effort and before deciding which partners or systems are needed.

Where to Get Data and Analysis

STR Global and PWC remain main-stays for hoteliers to turn to in an effort to better understand RevPAR, occupancy and other critical business drivers, but there is an overwhelming amount of data that goes beyond the scope provided by these two companies, especially in the area of digital marketing, e-commerce and conversion.

Businesses who have invested in a site analytics toolset such as Google Analyt-ics or Omniture often think that they have everything they need to do digital bench-marking. This is not the case. While these are great tool sets, there can be no ques-tion that toolsets like ComScore, Nielsen, Compete and Quantcast provide a more complete 360-degree view of how audi-ences are interacting with other sites in your competitive set. The drawback to the Web analytic suites and competitive tool sets is that without engaging professional services, they do not provide specifc benchmarking for travel and hospitality businesses.

The exciting news is that there are a few options to digitally benchmark against similar types of hotels via blind compari-sons in which you can select the attributes that describe your property. Some have been in the market for a while, focused primarily on RevPAR and occupancy, while others are nascent solutions that provide elements that lead to true digital marketing and e-commerce benchmarking insights.

To do benchmarking right, you need


booking engines, the social infrastruc-

ture, your Web analytics, etc. (basically

be able to aggregate all the various items

we mention in this column). This group is

very limited, however Vizergy and Duetto

Research are both making strides in the

right direction here.

If you are an independent property

your ability to accurately benchmark may

be further limited, as you may not have

access or budget to the appropriate kinds

of data tools and investments to be able

to gather benchmarking. As an indepen-

dent property you must focus on bench-

marking, you have more fexibility than

many branded properties but you may lack

access to some of the data and resources

that they have. You can and should over-

come this via a methodical adherence to

KPI-based digital benchmarking and fnd

the budget to use a tool set, agency or ven-

dor partner who makes it easier for you.

Other hotels turn to industry organi-

zations like HSMAI (Hotel Sales and Mar-

keting Association International), which

publishes relevant statistics and holds con-

ferences where debate and discussions

occur on the topic. HSMAI has recently

launched a CHDM, a certifcation for digi-

tal marketing, and this can prepare your

marketing teams for a benchmarking

practice.

Some turn to digital industry groups,

many of which are prohibitively expensive

for most hoteliers and ownership groups.

If you have a local Internet marketing

group, we encourage you to join it and

learn. Again the data you gather here may

be limited to marketing and marketing

services and won’t be hotel specifc, how-

ever the cross-industry education espe-

cially about bleeding edge will be useful in

your informal benchmarking, recruitment

of staff, education and best practices.

While educational, the data revealed

through events or courses in not consid-

ered benchmarking as it is rarely action-

able, repeatable or meets the tests pro-

vided here.

Just like many hotels turn to STR

Global (or the like) to benchmark on Rev-

PAR, we recommend fnding a similar digi-

tal solution that provides the same level of

visibility, insight and action. Digital bench-

marking is a long cycle investment in people,

processes, systems and partners. Hoteliers

that benchmark in digital with third parties

– and especially those that have invested in a

solution that allows for digital benchmarking

versus comparable hotels – fnd themselves

with better business results than those that

have yet to invest.

DaviD atkins is a regular col-

umnist for Hospitality Upgrade and

has worked in leadership positons on

the client side for McDonald's, Micro-

sof and Expedia among others. He

was awarded a 2014 Top 25 Minds

in Hospitality Sales and Marketng by

HSMAI, and cited as top speaker on

the subject area by Jetseter for 2013.

JoHn atkins also serves on HSMAI’s

Digital Marketng Council and is an

expert in digital publishing and prod-

uct management. Both John and

David can be reached at info@

digitaldnainfusion.com.

“Gosh! I just don’t know why everyone says passwords are so hard to make up and remember. All you need are 8 characters and one capital.”


Marketing By Emily Culclasure

Social Media Suicidedon’t cause the death of Your Brand

Photo credit: www.laplayahotel.com

unless you’ve been living under a rock for the past three

years, you’ve probably discovered that social media has an

extremely powerful infuence on your hotel brand development.

You’ve also probably heard the rules of social media etiquette

over and over again, but what about the social media faux pas?

let’s take a look at what you shouldn’t be doing on social media

so that your hotel can continue to thrive online.

1. Don’t Ignore or Delete ComplaintsWhat do people do when they are ignored? They fnd an-

other way to make their voice heard. When hotel guests complain,

let them complain, and then try to move the conversation to a

more private platform (phone or email). Feedback isn’t always

pleasant, but it’s a necessary evil for brand management.

The goal is to address the problem, nip it in the bud, and

show other guests that you’re committed to offering excellent

customer service. at the very least, you’ll keep the angry client

from continuing to write hateful things!

2. Don’t Self-promote. Ever.Social media is just that – social media. it was designed

for socializing, not for shameless self-promotion. With that be-

ing said, try to interact with your hotel guests without sounding

sales-y. Talk to them as if you’re talking to an old friend. There are

plenty of opportunities to promote your hotel, but promoting on

someone else’s page isn’t one of them. it’s tacky, it’s impersonal

and it’s a huge social media no-no.

3. Don’t Lose Track of All the Places Where

Guests Can ComplainFacebook, Pinterest, Google+, Tripadvisor, Hotel Finder,

Yelp, BBB, Twitter...it’s wonderful that there’s an array

of online networks that are suitable for hotel marketing,

but don’t forget to keep track of all of them. it sounds

silly, but you’d be shocked at how many hoteliers aren’t

in control of their online accounts. if it helps, create a

document containing all of your network login informa-

tion and frequently monitor your accounts. even one

missed complaint can do some serious damage.

4. Don’t Bombard Your Followersdon’t be that kid who’s overly excited in the ball

pit and causes all the other kids to leave. Posting once,

maybe twice per day is plenty. don’t post more than that

or you’ll quickly fnd yourself on the blocked list and

your fan engagement will plummet. There’s a fne line

between being engaging and being pushy, so make sure that you

don’t cross it.

5. Don’t Ignore the Ruler of Social Mediait’s time to bend a knee and hail to the king of social

media, aka Google+. if you haven’t hopped on the Google+

train yet, you should defnitely get on board because it’s working

wonders for hotels. during this time last year, Google Hotel Finder

reigned over search results and further established the network as

a force to be reckoned with.

Get involved in the Google+ community. Google+ Hangouts

is a unique and fun tool for hosting interactive discussions, meet-

ings and demonstrations with your hotel guests. Just remember,

don’t self-promote on other Google+ pages (refer back to rule

No. 2).

looking back, 2012 changed the Seo ballgame with the

addition of its new sidekick, social media; 2013 proved that social

media is now equal on the playing feld; and in 2014, you can ex-

pect social media to trump its mentor and slide into frst place on

the information and trust highway. Now that you know how NoT to

market your hotel on social networks, you can ride on the coat-

tails of social media as it takes over the online universe this year.

Emily CulClasurE is a digital media analyst

for hotelmarketngWorks and works with major hotel

brands such as IHG, staySky & Classic Hotels. Reach out

to her on Twiter @eculclasure.

No. 5 - Don’t Ignore the Ruler of Social Media


Personalization By Kelly McGuire and Suneel Grover

Personalization is becoming a well-

recognized and well-discussed term in the

hospitality industry, and for good reason.

as competition for the consumer’s attention

in the noisy digital environment increases,

hotels are looking for any edge that can set

them apart and keep the consumer coming

back.

intercontinental Hotels Group recently

conducted a comprehensive study of its

global consumer base and came to this

conclusion attributed to Richard Solomons,

ceo, iHG: “Hotel brands have tradition-

ally concentrated on being 2-d – how to

be both global and local. But our research

shows that the rise of personalization means

brands must be 3-d [personalized, local,

global] in order to build both trust and last-

ing relationships with guests and to win in a

highly competitive global market."

arne Sorenson, ceo of Marriott inter-

national, has widely publicized his vision for

the NextGen traveler, most recently in his

linkedin infuencer profle, and in an inter-

view with HOTELS magazine, chris Nassetta,

ceo of Hilton Worldwide, acknowledged

that Hilton’s customers are looking for

more choice and control over their hotel

experiences. Hotels need to provide value to

the consumer, not just by offering a deal on

their products and services, but by provid-

ing a compelling and engaging personalized

experience during every interaction across

the entire guest lifecycle.

consumers are leaving digital trails

all over the internet – across social media

platforms, review sites, travel sites and your

own Web and mobile sites. The challenge

for hospitality companies will be to use

all of this rich data about their customers,

augmented by offine guest profle data, in

concert with operational insights and deliv-

ered through relevant marketing messages

to execute this vision of a highly personal-

ized guest experience. it’s also clear that

simply applying business rules derived from

aggregated Web analytics data will not be

enough to capture the attention (and share

of the wallet) of today’s consumer. The

company that is able to leverage advanced

predictive analytics in a digital environ-

ment, combine that data with offine guest

data, and deliver intelligent, personalized

recommendations (in real time), will win

the battle for the consumer.

This article defnes what personal-

ization means and how it can work in a

hospitality environment. it will discuss why

traditional Web analytics cannot effectively

support the execution of true analytically

derived personalization. in the follow up

blog post on hospitalityupgrade.com, we’ll

describe the technology and data manage-

ment requirements available today that can

support detailed data collection, integration

and analysis for personalization programs.

The article series will conclude by providing

the steps a hotel can take toward the path to

personalization.

Personalization, a Visionin a technology context we’ll use this

defnition by James dorman on Quora: Per-

sonalization technology enables the dynamic

insertion, customization or suggestion of

content in any format that is relevant to the

individual user, based on the user’s implicit

behavior and preference, and explicitly

given details.

Hotels have two opportunities within

the umbrella of personalization. First, hotels

can provide content, recommendations or

experiences that match the guest’s ex-

pressed or inferred needs and preferences

throughout the guest lifecycle. This isn’t a

new idea – frankly, it’s just good service

– but with technology enablers, personaliza-

tion can be infused into every interaction,

and delivery can be standardized across

touch points, whether digital or in person.

For example, when a guest is researching a

vacation on the hotel’s website, the content

he or she sees can be customized to his or

her search patterns (pictures of caribbean

properties in the Web frames if they are

searching for resorts). Further, follow-on

offers can be developed based on previous

searches that did not result in a booking.

For example, if this same guest did not book

during the session, marketing can follow up

with an email offer or awareness commu-

nication about resorts in general or for the

specifc resort the guest viewed.

another opportunity within personal-

ization is giving the guest control over cer-

tain key aspects of his or her stay – fexible

packages, attributes of the room, amenities,

on-property activities or local experiences

– effectively allowing them to customize

their own experience. offers and choices

should be captured so that profles can be

updated, recommendations improved and

the program can continuously evolve.

These two opportunities are linked by

the common goals of making it easy to do

business with the hotel, increasing engage-

ment and loyalty, and providing value above

and beyond the room rate.

consider the diagram which depicts

the stages of the guest experience in broad

strokes. at the center, we have ann Roberts,

our loyalty program member who is plan-

ning a weekend getaway. Roberts generally

stays for business, but her digital interac-

tions quickly demonstrate that her search

patterns are different than normal, so she’s

shown leisure-oriented properties, packages

and room types. as she narrows the search

and selects parameters, analytics including

pricing and availability controls from the

Personalization technology enables the dynamic insertion, customization or suggestion of

content in any format that is relevant to the individual user, based on the user’s implicit behavior and preference, and explicitly given details.


revenue management system, can predict the

three packages she’d be most likely to book,

and display only those with appropriate pric-

ing and restrictions. When she arrives at the

hotel, the front desk offers her a discounted

upgrade to a room type that she looked at

but did not select on booking – again based

on the pricing and availability controls from

the revenue management system.

during her stay, the hotel staff delivers

personalized recommendations, such as an

invitation to the hotel’s Friday

night wine tasting. She attends

a concert on Saturday night

and tweets about what a great

event it was. The hotel’s social

media monitoring picks up the

tweet and real-time decisioning

determines that she qualif es to

be invited to a special performers’ reception

at the hotel. She’s messaged back with the

invitation. as she checks out, her prof le is

updated with her stay activity, and subse-

quent offers ref ect her stay pattern and

preferences.

other opportunities to leverage online

and off ine behavioral data include f agging

prof les of guests that have had service prob-

lems in the past, so that staff can be aware

of any existing sensitivities. also, if you have

social media identif cation information from

the guests, you can mine their social media

activity for preferences or monitor com-

munications for opportunities to improve

their experiences. even for limited-service

properties, guest data about room-type pref-

erences, amenities or local attractions can

still add value to the guest’s stay experience

when designed and offered appropriately.

Why Traditional Web Analytics Just Aren’t Enough

The biggest challenge hospitality mar-

keters face is stitching together fragmented

sources of data to deliver on this vision of

integrated, personalized marketing. Tradi-

tionally, online, off ine and third-party data

are stored in silos, and therefore are very

diff cult to pull together in a logical, eff cient

and easy-to-use format. While data-driven

marketers have used powerful, advanced

analytics to perform sophisticated analy-

ses – such as regression, decision trees or

clustering – they have been limited to using

off ine data, primarily due to restrictions on

access rights to online data from third-

party technology vendors. on the f ip side,

Web and digital analytics tools primarily

aggregate and report on historical informa-

tion and do not enable predictive analysis.

obtaining an omni-channel, integrated view

across the fragmented digital ecosphere has

been extremely diff cult. as a result, it has

been practically impossible to get a data-

centric, comprehensive view of the guest

that could feed integrated marketing analyt-

ics, or more specif cally, provide prescrip-

tive recommendations for marketers. enter

digital intelligence.

digital intelligence is def ned as: “The

capture, management and analysis of cus-

tomer data to deliver a holistic view of the

digital customer experience that drives the

measurement, optimization and execution

of digital customer interactions.”

Traditional Web analytics data are

siloed by channel and frequently aggregated

up to a level that is only suitable for busi-

ness intelligence, as opposed to advanced

analytic applications which require detailed

one-to-one data. The vision of digital intel-

ligence dictates that marketers focus on

understanding who, what, where, when

and why of digital experiences. it

requires considering larger down-

stream business applications and

use cases when determining what

digital data to collect. For example:

• Predictive analysis

to identify what unique behaviors

or attributes in a visitor’s digital

journey are deemed most important in cor-

relating with revenue-generating events

• Analytically forecasting website

visitation by traff c source and identifying

which ad-centric channels have the largest

effect in increasing overall traff c

• Predicting online and offl ine be-

havioral drivers of digital conversions using

analytically driven segmentation techniques

and improving outbound and inbound

targeting rules for future marketing com-

munication and personalization efforts

To support the opportunities outlined

above, Web and mobile data, if collected

and prepared appropriately, can be merged

with a company’s f rst-party (or company-

owned) customer data, and then streamed

into its analytics, visualization and interac-

tion automation systems.

In the coming weeks the second

article in this series will be posted on the

Hospitalityupgrade.com TechTalk blog

and will discuss how the new opportuni-

ties in data management for digital intel-

ligence will work for hospitality organi-

zations and provide a path to get started

on the journey toward personalization.

KElly mCGuirE, PhD, leads the

Hospitality and Travel Global Pract ce

for SAS. In this role, she is responsible

for driving the of ering set and set ng

strategic direct on for the pract ce.

suNEEl GrOVEr, MBA, MS, is a senior

solut ons architect at SAS, specializing

in the areas of predict ve analyt cs,

digital analyt cs, visualizat on and data-

driven integrated market ng.

Another opportunity within personal-

ization is giving the guest control over certain key aspects of his or her stay,

customizing the experience.

The Guest Journey


Notes From an IT

Service Shop

Technology Infrastructure By Geoff Griswold

Warranties and

Service Contracts

Please read carefully

Every hotel has warranties or sup-

port contracts on many, if not all, high-

tech equipment on the property (some

support agreements are not optional). In

some cases, it is not necessary to call

upon service providers to solve issues

that either engineering or on-property IT

staff are capable of handling. But some

issues are more complex and require

multiple supplier input to resolve. It is

best to have a service contract on all

high-tech equipment, as most systems

are critical to the functioning of the ho-

tel and extended downtime can disrupt

guest service.

One type of service that can be con-

fusing is hardware warranties directly

from the manufacturer. Some include on-

site service, which, in some cases, can

be several days from when the initial

call was placed. The on-site technician,

usually a third-party contractor, is not

authorized to troubleshoot anything

other than the specifc device. If it is

determined that the issue is with the

network, another peripheral or any other

item, then another technician qualifed

in those areas will have to be called.

In the case of a damaged hard drive

in a computer, the warranty will cover

the replacement with the operating

system loaded. However, it does not

cover data recovery from the damaged

drive. This service must be performed by

another company.

Sometimes, multiple parts must be

replaced to stabilize a computer, requir-

ing additional reloads and data recovery

adding additional costs not covered by

warranty.

Point-of-sale systems can be dif-

fcult to service because of the vari-

ables associated with installation and

maintenance. Most systems rely on a

local area network to communicate with

terminals, printers, the Internet and a

property management system. If any of

these components fail, the POS may fail

as well or not operate properly.

Point-of-sale system failures can

fall into three categories: a hardware

failure including network hardware, a

software malfunction including devices

beyond the primary vendor’s control,

and network wiring (usually handled

internally or by a third party).

While the primary support vendor

may not be able to repair other com-

pany’s devices, the quicker the problem

is identifed, the sooner the appropriate

party can become involved.

Many POS suppliers offer tiered

service, based on days of the week

and number of hours for a response.

Some plans include 24/7/365 service.

More frequently, technical support is

performed remotely via the Internet.

On-site support may require a separate

agreement.

Management should be familiar

with the type of plan the hotel has pur-

chased and the other companies which

should be contacted in case of an issue.

Property management systems

(PMS) are more diffcult to troubleshoot

when certain functionality fails. On-

property PMS servers have basically

the same type of connections as POS

systems but with a much wider array of

interfaces. Troubleshooting interfaces

may require the PMS vendor, the vendor

of the interfaced device and network/

wiring expertise, which may be in-house

or third party.

Typically, items supported by PMS

suppliers include application software

malfunction, interface confgurations,

operating systems issues, procedural

and training questions, and workstation,

printer and server troubleshooting. Some

PMS vendors support software issues

with the suppliers with which they

interface.

Overnight depot replacement of

workstations and printers can be avail-

able. Servers and interface PCs normally

require on-site support from third parties.

When calling for support on a PMS,

escalating the call can move the call to

more experienced technicians. When

this occurs it still may take some time

before the issue is resolved. As a gen-

eral rule, most PMS vendors do not sup-

port Microsoft Word, Excel or Outlook,

even if this software is installed on their

equipment. This type of support can be

obtained from a local IT service provider

or via the Internet.

Other high-tech devices, such as

energy management systems, call

accounting systems, and parking POS,

require fewer suppliers to repair.

Again it is best to have a service

contract on all high-tech equipment (not

optional in some cases), that way any

downtime can be reduced and guest

service restored. While the highest tier

contract may be desirable, sometimes

a lower level might suffce for a given

property. For example, a POS service

support contract that provides coverage

fve days a week might be adequate if

the food and beverage department does

very little business over the weekends.

The hotel should also have a rela-

tionship with a local IT service provider

that can maintain the various networks,

including router confguration and repair/

install wiring as necessary.

Geof Griswold is a feld engi-

neer and is general manager of the

Omni Group, an IT services company

specializing in the hospitality indus-

try. He can be reached at geof@

atlantaomnigroup.com or (678)

464-2427.


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“It has taken a while for quality host-ed PBX solutions for hospitality to become cost competitive but that time has come.”

i drive a car, as i’m sure you do. i know that some cars

i’ve driven are better than others. Some are faster; some have

more power, more leg room or more towing capacity. i know

it requires fuel to make it run, and the better the gasoline used

the better it runs and the longer it runs. i know it requires

routine maintenance, but i can’t tell you what the engine block

is made of, how much horsepower it has or what the gear ra-

tios are. When it comes down to it, does buying a hotel phone

solution require a different understanding than my knowledge

of cars?

There are at least two answers to this question. Some

hoteliers will respond by saying that they don’t need to know

what’s under the hood to make a hosted solution work; they

just want to know that it is dependable, will keep working no

matter what and is a good value. other hoteliers will want to

know about all of the feature sets and if there are new ones that

premise-based phone systems don’t have. They’ll want to know

about costs, both capex and opex, and they’ll want to know

how an analog phone will work on an iP network and more.

First, we might need to defne what hosted really means.

Some might think that deploying a hosted voice solution means

there is no phone-related hardware required on site in the

hotel. This is not true. The real question is, exactly how much

hardware is required in the hotel? Some providers will state

that their solution is truly hosted because the only hardware

required at the hotel is a voice gateway, while other providers

will require some onsite servers. if the hotel opts to retain its

analog guestroom phones, even more equipment onsite will

be needed. What hosted may really mean is that all telephony

functions, including voice mail and call accounting, are hosted

in a central location and that all voice traffc in and out of

the hotel goes through that location. The ultimate goal with

a hosted solution is to be able to buy voice as a service in an

operating expense mode versus requiring a hotel to purchase

expensive equipment up front and become a pseudo phone

company in their own right. Remember centrex?

Several companies over the last fve years or so have

entered the hotel space with hosted iP voice solutions. in

the early days, many of these services were not necessarily

favorable when compared to traditional, premise-based PBXs.

Some of the biggest issues had to do with reliability. These

hosted solutions relied on internet circuits that many times

already existed within the hotel, and were being used for HSia

to the guestrooms. There were problems with keeping those

circuits up, with contention

between data and voice,

and with quality of service

for voice traffc resulting

in very poor sound quality.

if shopping for this service

today, one of the frst fac-

tors to determine is if the

provider is carrier class. This means that the provider ensures

full survivability and network reliability that offers fve 9s,

meaning that its network is up 99.999 percent of the time.

“Switching to above-property solutions requires every-

thing gets transmitted up to the cloud and back down. Popping

up a guest check-in screen is fne if it gets delayed a half

second or so – but not voice,” said Frank Melville, president of

PhoneSuite. “a solid HSia connection with plenty of bandwidth

is crucial – as is a clean internal laN architecture. We’ve seen

several hotels implement a hosted solution without doing a

VoiP stress test or architecture modifcation in preparation for

a hosted voice solution. Quality suffered, tempers get short,

Telephony By Dan Phillips and Diane Estner

Is hosted

voice finally

ready for

prime time?


and the customer must fall back to a premise-based solution.”

PBXs in hotels started back in 1984 so we’ve had decades of

experience when making purchasing decisions. Maybe it’s time to

rethink the basis of how we purchase voice services and what we use

to calculate against the Roi.

carol Guerra, vice president of global marketing for Thing5,

said, “There are strategic advantages and long-term value created

with (a) cloud-based solution set. The f delity of

data, ability to integrate smartphones and ease of

customization of call routing provided by (these

products) cannot be achieved with traditional

PBX products and telephone services.”

Jim Bailey, director of business relationship

management, global technology for interconti-

nental Hotels Group, knows there are options out

there. “Strong credible hosted voice solutions are

now available,” he said. “ensuring that critical

guest features (e911, wake-up calls, etc.) are

survivable and securing a strong protective Sla agree-

ment are paramount. i’m very pleased to f nally see this shift in hotel

telephony as a managed service.”

We are familiar with the different features, from two-line

speaker phones to broadcast voice mail messages, from automated

call distributors to programmable keys, and from wake-up calls

and message lights to hunt groups and call busy routing. But, there

might be a few new criteria to analyze before purchasing voice as a

service. Some of these include survivability, redundancy, e911 (f re

life safety), security, analog phones, existing equipment, hospitality

integration, SiP trunking, future upgrades, scalability, Web-based call

management, call quality, service level agreements and pricing.

The Bottom Line on Hosted Solutions

Steve Bearden, director, information technology for Marriott

international said his company is all in. “Marriott is getting out of

the hardware business and is 100 percent focused on

hosted solutions for voice,” he said. “it has taken a

while for quality hosted PBX solutions for hospitality to

become cost competitive but that time has come."

is it time to stop deciding on what technology

you’re going to purchase and instead compare service

providers and service level agreements? Rather than

purchase one big box that has to talk to another big

box in a computer room in the basement, is it time to

strategically determine what cloud-based middleware

will enhance your communications beyond what has

been? is it time that recurring costs are stabilized instead of f uctuat-

ing? is it time to be able to change directions on a dime instead of

acting like the Titanic? it is prime time for hosted voice.

DaN PHilliPs is a partner at Dare to Imagine, a com-

pany specializing in technology consult ng for the hotel in-

dustry. He can be reached at [email protected]. DiaNE

EsTNEr is vice president global account sales for SDD. She

can be reached at [email protected].

Survivability. Will the system

continue to work if the lines to the

hotel are cut, or, if the network goes

down? Will the system include local

battery back up?

Redundancy. What happens

at the hosted site if the data center

servers running your voice solu-

tion go down? What happens if the

fi ber is cut? What happens if the

voice gateway in your hotel stops

working?

E911 and Fire Life Safety.

Is this a feature that is included?

How does this work if calls are leav-

ing the hotel and going to the host-

ed site before they go out to their

intended destination?

Security. This solution is car-

rying your voice traffi c over the In-

ternet, is it protected? How secure is

the data center from hackers?

Analog Phones. How does

the system support legacy analog

phones in the guestrooms? How

does it handle turning on and off

message waiting lights? How does it

interface to the PMS to turn phones

on and off? Do the housekeeping

codes still work? What happens if a

wake-up call is not answered?

Existing Equipment. What,

if any, existing voice-related equip-

ment needs to stay? Needs to be re-

placed? What if, for example, the

hotel wants to retain its call center

solution; will the new service inte-

grate with it?

Hospitality Integration.

Does the service integrate with

hospitality-specifi c middleware to

support and enhance the PMS and

other required hotel telephony fea-

ture sets needed? Does it integrate

with a reliable recognized hospital-

ity middleware platform such as Ti-

ger TMS’s iCharge, or SDD’s hosted

JAZZ Fusion?

SIP Trunking. These systems

don’t use traditional voice lines like

PBXs do; they use something called

SIP trunks (session Internet proto-

col). How are these priced? Is long

distance included? How are interna-

tional calls billed? How do we ensure

that there are enough talk paths for

busy times? Do calls from one hotel

extension to another hotel extension

take up a talk path, or does it stay

internal to the equipment on site?

Future Upgrades. Are all

future upgrades included in the

monthly fees? Since the voice solu-

tion is hosted at a central site and

is servicing multiple customers, up-

grades should be provided across

the network with no incremental in-

crease in cost.

Scalability. If a hotel com-

pany wanted to put more than one

hotel on this service, can the hosted

site accommodate this? Could mul-

tiple hotels then share resources and

drive costs down further? What other

advantages are there in having mul-

tiple sister hotels on the same voice

platform?

Web-based Call Manage-

ment. Can hotel staff easily get ac-

cess to call data, call accounting,

night audit functions and wake-up

call reports? If needed, can trained

hotel staff easily make changes to call

routing?

Call Quality. What assuranc-

es is there that call quality remains

high on both ends of the call? Is it

monitored?

Service Level Agreements

(SLAs). What types of coverage are

available? What types of response

time? What is the defi nition of “emer-

gency?” Is there fi nancial account-

ability by the provider for any loss in

service?

Pricing. Is there a CapEx re-

quired? Are the monthly fees fi xed

or variable? Are there differences in

the price relative to varying service

packages? What is the term of the

contract? In case of termination,

what equipment will be owned by the

hotel?

“I’m very pleased to fi nally see this shift in hotel tele-phony as a man-aged service.”

Jim Bailey, IHG

Criteria to analyze before purchasing voice as a service

Telephony

Connect.

More than just a telephone.

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C-LEVEL EXECUTIVES ARE ALL COMING

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THE “C” STANDS FOR “CUSTOMER”

Whether you’re talking cloud migration, social media strategy, or how mobile aligns with your modernization roadmap,

the dialog must center around your customer. Because when you remove the distractions, it’s the customer who drives

business decisions. And it’s business that defnes technology requirements. Sound too easy? Well, it can be—when all the

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As you plan your ambitious business development to

penetrate the European hospitality market, consider some

lessons from the past.

History shows us many remarkable cases of unlikely but

long-lasting military success. One for all: Francisco Pizarro

conquered the Inca Empire and its two million square kilometers

with a handful of mercenaries, and changed the history of the

Americas forever – for better or worse.

Pizarro was no doubt brave. But more important – he was

lucky. You can be brave and hope for similar lucky breaks – or

you can plan for success. Dwight Eisenhower said, “In preparing

for battle I have always found that plans are useless, but planning

is indispensable.”

Without cool-headed planning, failure

is more or less a certainty. I have seen

market leaders in the United States suc-

ceeding in Europe because they were part

of a major chain with consistent standards

of services compatible with the local ex-

pectations. On the other hand, I have seen

just as many market-leading companies

struggling to penetrate European markets

with business models that worked superbly

in North American and Asian markets.

Sun Tzu, the legendary military theo-

rist, warned us to carefully consider all

these factors before taking a step beyond

our existing frontiers. In “The Art of War,”

he said, “Victorious warriors win frst and then go to war, while

defeated warriors go to war frst and then seek to win.”

The hospitality arena in the Old Continent is a mature,

well-saturated market, fragmented by many languages and now

characterized by a deep recession and the challenges of an aging

population.

So, what makes the difference?

In a mature market many actors are chasing the same suc-

cess criteria: quality, effciency, niche appeal, price. The danger is

that too often a competitive market means a less proftable market

because sooner or later price becomes the primary determinant

of success.

In the long run, price cannot be the primary competitive

weapon for a new entrant. If nothing else, the continual emer-

gence of disruptive technologies with their ancillary reorganiza-

tion costs constantly re-levels the playing feld and eliminates

hard-won cost effciencies.

Europe is a continent with a high population density divided

Global Markets By Danilo Molaschi

by many languages and cultural differences, as well as deep and

well-entrenched traditions. All of this reinforces the adage that

success requires us to think global and act local. Not all European

markets are the same, and like good anthropologists, we need

to understand not just the observed behavior differences, but the

social and business context as well, if the differences are to be

meaningful to an outsider. It is therefore essential to work with

local partners who speak the local language and have a personal

knowledge of the actors, their habits and preferences; an under-

standing of the market; and a hard-won knowledge of the most

important contacts and other assets to support and accelerate

your developments.

Europe is a huge market with an aging

population, and a high level of expectations

of hospitality products, in terms of facilities,

security and convenience. Word of mouth

is very important and so it is essential to

invest in acquiring the frst customers – if

necessary with selective, time-limited (and

discreet) reduced prices in order to get

traction and test the local acceptance of

the solution and the compliance with local

regulations and standards.

A common mistake in business devel-

opment in this environment is to introduce

a 90 percent solution with defciencies to

be addressed after the frst customers are

acquired. In reality you are in competition

with existing, well-established competitors, and competing for

clients who are often risk-averse. A bad frst impression is gener-

ally fatal.

In conclusion, companies that want to develop technology

business in the European hospitality market must understand that

preparation is 90 percent of success. The remaining 10 percent

comes from augmenting a solid, well-integrated and fexible

organization, capable of implementing your strategy with strong

local partners who will help you quickly identify and respond to

ever-changing challenges.

Just don’t forget what Sun Tzu writes, “In the midst of chaos,

there is also opportunity.”

Danilo Molaschi has more than 10 years of

experience in business development in the Italian and

European hospitality markets. He has been director and

country manager for companies such as Swisscom, Way-

port EMEA (AT&T Group) and The Cloud (BSkyB Group).


Gaming By Bill Geoghegan

Gambling is a basic component of the human psyche. In ancient times, it was believed that the outcome of

casting lots was determined by the gods. In Greek mythology, the gods themselves cast lots to divide the universe. Zeus got the sky, Poseidon the sea, and Hades, the loser, got the underworld.

It is assumed that the earliest known method of casting lots was to toss an astra-galus, which is the talus or heel bone of a hooved animal such as a deer or pig. The primary feature of this bone is that it has a rounded and cubic shape, which, when thrown, can land in one of four different conf gurations. It is the randomness of the result that made the ancients believe that the gods or a god controlled the outcome. Guilt or innocence, distribution of proper-ty, and omens foretelling the future all were determined by casting of the astragalus.

While few would accuse the gods of being unfair, the same cannot be true when humans are involved. Six-sided ivory dice dating back to 1573 BC have been found in Thebes, Egypt, but it is perhaps the loaded dice found in the archeological site at Pom-peii that emphasize the need for oversight in the gaming environment.

Gambling in America has a long history. Many of the original settlers brought Eng-lish traditions and beliefs, while the Puri-tans discarded those values. As a result, the tolerance of gambling was very much a regional attitude. In New England and Pennsylvania, the Puritan values prevailed. In the Massachusetts Bay Colony, the pos-session of cards, dice and gaming tables was outlawed (even in private homes) as was dancing and singing. In other colonies, gambling was viewed as a harmless diver-sion, as long as it was for recreation and not as a trade. Professional gamblers were considered unsavory, a theme which pre-vailed for more than two centuries.

Lotteries were common throughout the

early colonies as a way to raise revenue for the government. All 13 colonies established lotteries, and many of our most presti-gious Ivy League universities were fund-ed partially through lottery proceeds. In 1769, lotteries became an issue in the drive for independence when the English Crown tried to prevent lotteries from occurring without its permission.

The Great Depression led to a great-er acceptance of gambling. Massachu-setts decriminalized bingo in an attempt to help churches and charitable organiza-tions raise money. In 1931, Nevada became the f rst state to legalize most forms of gam-bling. Games of chance, including table games and slot machines, were licensed and taxed by city or county based on the number of games or machines in opera-tion. The calculation of taxes was simple, and as long as they were paid, little scrutiny was paid to the casino owners.

For the most part, each jurisdiction has its own regulations, but many are based on those of Nevada. In all jurisdictions, the gaming or gambling controls are in place not only to ensure the proper assessment and payment of taxes, but to ensure the integrity of gaming. In addition to investi-gating and reviewing the suitability of indi-viduals or organizations for licensure, a focus of the control boards is to ensure that all games introduced into the gambling environment are fair, and cannot be manip-ulated either by the casino or a player.

With each slot machine and table game variation, the task of getting jurisdiction-al approvals becomes an enormous under-taking, with a manufacturer or game devel-oper having to endure the cost and time of submission to each jurisdiction in which it intends to sell.

In 1989, James Maida joined forces with Paul Magno to create Gaming Laboratories International (GLI), and obtained a con-tract to perform machine testing for South

Dakota’s implementation of Video Lottery Systems. As gaming grew, GLI became the contracted testing laboratories for a major-ity of jurisdictions.

In 2005, the Australian testing lab BMM relocated its headquarters to Nevada, and in 2013, Nevada outsourced all its tech-nical testing to GLI and BMM. The role of these third-party laboratories is to perform technical testing of the gaming devices and programs submitted by game suppli-ers, and assess whether a game meets the requirements and regulations of a specif-ic jurisdiction. The lab then turns its f nd-ings over to the targeted jurisdiction for its approval or denial. While a separate test script is used for each jurisdiction, after a game has been tested for a single juris-diction, the test results for requirements that are common in a second jurisdiction do not have to be repeated, thus econo-mizing the task of submissions to multiple jurisdictions. For those states that do not use the third-party labs, the testing process starts from scratch, increasing the time and expense to the game suppliers.

Michael F. Capen, director, U.S. govern-ment development at GLI, deals direct-ly with the regulatory agencies throughout the United States. He observes that regu-lations frequently differ among jurisdic-tions based on local values, political issues, etc., but that the one common thread is to always maintain public trust in the industry by ensuring the integrity of gaming.

Bill has compiled an in-depth history

of gaming and gaming regulation which

can be read online at hospitalityupgrade.

com/A-History-of-Gaming-and-Gaming-

Regulation.

Bill GEoGhEGan is a consul-

tant in Las Vegas. He can be reached

for comment at Bill@LGTConsult ng.

com.

The Role of Regulators in the Gaming Environment

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This column examines a property, the technologies in use and

the vendors who provide them.Got technology?

Which technologies?RateGainAmadeusVerticalResponseJBL by HarmanTravelClickBlynk (App designed for property)HPEagle Technology Co.ULTI (Programmable system with scene-setting functions)Infrasys (Infrasys Gourmate by Genex Solutions)AmadeusElsafe (VingCard Elsafe)NECSamsungEagle Technology Co.Cisco (Cisco Aironet)RateGainBlynk

Who's providing them?Channel ManagementCRSDatabase MarketingDocking StationsGDSGuest ServicesHardwareHuman Resources TechLighting (In-room)POS (Restaurant)PMSSafes (In-room)TelecomTelevisions (In-room)Time and Labor Mgmt.Wireless Tech.Yield and Revenue Mgmt.Other Apps

P R O P E R T Y S P O T L I G H T

Paresa Resort in Phuket, Thailand, opened in January of 2010, and is perched on the seaside slopes overlooking the Andaman Sea. Aside from 49 luxury villas and suites, the prop-erty boasts two restaurants, a Thai cooking school and a spa. Tropical rainforests and blue azure waters surround the highly secluded property. But don't be fooled; just because the luxury resort is tucked away and surrounded by nature, doesn't mean that it doesn't offer many of the amenities and technologies a guest would want.(DFK�VXLWH�KDV�¿YH�SUHVHW�OLJKWLQJ�VFHQHV��DQG�DOO�YLOODV�LQ-

clude a remote control for lighting which guests can use from any area of their suites. Additionally, all of the property's luxury SUVs for transfers have complimentary Wi-Fi onboard for guests to use.

When asked what makes the property different, General Manager Scot Toon said, “Apart from your own private pool

LQ�HDFK�VXLWH��RXU�PDLQ�SXEOLF�JXHVW�SRRO�KDV�¿EHU�RSWLF�OLJKWV�WKURXJK�WKH�ERWWRP�RI�LW�FUHDWLQJ�D�UHÀHFWHG�VWDU�HIIHFW�DW�QLJKW��We also have our own app by Blynk that allows guests to order room service or buggies or taxis from their mobile device.”

Toon said currently he is most interested in multi-use key cards, and said the property would like to look into “a key card that does everything – from opening your door to charging for services at outlets.” He also would like a solution where staff can look at a screen and see details of who the guest is, all in one place.

Next on the horizon for Paresa: an expanded guest services app and some mobile site improvements. “We are looking to ex-pand our app to offer more services and information for guests,” Toon said. “We will also look at updating and improving our mo-bile website. Finally we are looking at implementing a wedding and events management software for our F&B team.”

Paresa Resort

Phuket, Thailand


WHO'S THE READER

JosephT.James

Position: Executive Director of Hotel and Sales

Years with Company: 28 years

Background: Flynn began working at the Peppermill Resort Spa Casino right after he graduated from high school. He said, “I

was looking for a company that had a good reputation and ended up at the Peppermill based on a referral from a friend that worked there.” Flynn has worked in more than 10 different posi-tions during his tenure at the property. “The company has been great to work for, giving me opportunity to learn and grow within,” he said.

Most Interesting Day at

Work: “Every day is interesting,” Flynn said. “In hospitality each day is

Position: Director of Catering and Convention Services

Years with Company: 27 years

Background: James attended hotel school at Johnson and Wales University in Providence, R.I. He said, “I worked at Caesar’s Atlantic City during the summers and worked there full time after graduation.” James has held a variety of responsibili-ties including working in the restaurants, room service and convention services/catering, and has been with the Tropi-cana Atlantic City since 1987.

Most Interesting Day at Work: “Every day is interesting,” James said. “When you think you’ve seen it all, something comes along that you’ve never done or seen before.”

tropicana atlantic cityAtlantic City, N.J.

peppermill resort spa casino Reno, Nev.

different, and there are new challenges every day.” As he wears many hats in his position, a typical day for Flynn can be very busy. “A day can be comprised of meeting with clients, meeting with my sales, hotel, catering (and) AV teams on various groups, marketing initiatives, hotel rates and yielding,” he said.

How He Found Out About HU: Flynn came across Hospitality Upgrade when he first took the position of hotel direc-tor more than 15 years ago. “I was looking online for industry publications that were relevant to keeping myself educated on trends and the industry,” he said.

Why He Reads HU: Flynn said, “I read Hospitality

Upgrade because I feel it’s a one-stop publication focusing on industry trends and products, the latest technology and there is always an interesting interview with industry executives.”

Favorite Sports or Leisure Activities: He enjoys reading, working out in the yard, riding mountain bikes, watching baseball, football and NASCAR, and playing basketball and golf.

Favorite Vacation Spot: Flynn does not get away very often, but when he does, he enjoys taking vacation with his family when his children are on their spring, summer or winter breaks from school.

First Job: His first job was at a private country club mowing the lawn, raking sand traps, pruning trees and cleaning out the ir-rigation lines. Then, after a one-year stint in banking, Flynn began his career at Peppermill and has been there since.

James said he enjoys casino events as his team is able to do some unique and different things with food. “Our culinary staff is tre-mendous,” he said. “We do fun events with celebrities and sports stars, and we’ve seen a lot of interesting guest speakers with our corporate clients as well as with state and national associations.” Over the years James and his team have hosted Mickey Mantle, Ted Williams, Johnny Unitas, Joe Namath, Oliver North and Marcus Luttrell (the Navy Seal from “Lone Survivor”), among others.

How He Found Out About HU: James saw Hospitality Upgrade online and has been reading it since 2006.

Why He Reads HU: “I read Hospitality Upgrade because of the stories about new products and ideas,” he said. “It’s a great publication!”

Favorite Sports or Leisure Activities: James' favorite sports are football and golf. “I’m terrible at golf but love it anyway,” he said. James also loves to cook for and spend time with his family. “As you know, our industry can give you a wild work schedule but nothing is more important than family,” he said.

Favorite Vacation Spot: His favorite vacation spot is Ar-izona. “My wife and I love the West,” James said. “The mountains and desert are a complete change from here at the Jersey Shore.”

First Job: James said his first job was at a 50-unit motel. “I worked there three years in high school and did everything from checking people in to maintenance and repairs,” he said. James worked directly with the owner, who he said made an impact on him even at that early age. “Working there got me interested in the hotel business,” he said. “I wouldn’t want to do anything else!”

PatrickFlynn

www.hospitalityupgrade.com Hospitality Upgrade | Summer 2014

The Hotel Industry’s Premier Deal Making Conference

To Register: Call 800-252-3540 www.lodgingconference.com

MORRIS LASKY

CEO, ChairmanLodging [email protected]

HARRY JAVER

President, Producer The Conference [email protected]

Arizona BiltmorePhoenix, ArizonaMonday - ThursdayOctober 20-23, 2014

20th Annual

R


Ask the

Eduardo Fernandez

Hollywood, Calif.

Joe Ruscutto

Coventry, Conn.

Rob Skilling

Wilmington, Mass.

Tamrah Collins

Los Angeles, Calif.Paul Tollman

Boston, Mass.

I haven’t yet used my phone to make

a reservation for a hotel stay. When

I was a road warrior, there were few

mobile sites (about 5 years ago), and

since then I’ve not needed to make

arrangements on the fly.

Social Media:

I do all the time. I like to share with

my friends and family on Facebook

what I am doing and where I am.

No. I would if I had to – it is just

simpler to pull out my laptop and

have all of the information at my

fingertips. I am not concerned about

security; I buy things on my phone

all the time. Travel is different.

Social Media:

No – I don’t usually share where I

am. I never use the location-enabled

apps on my phone to automatically

share that information either.

I don’t use my phone to book; I

typically call the hotel directly. I

would consider it in the future if the

mobile experience improved. There

isn’t much detail available for most

hotels and I don’t want to look at a

whole website on my phone.

Social Media:

Rarely. I don’t like people to know

when I’m traveling – so I usually

share once I’m back home.

I make restaurant reservations all

the time on my phone, but I don’t use

it for hotel reservations. I like to open

the property site, the TripAdvisor

listing, reference the airlines – all

at one time with several tabs or

windows. I really can’t do that from a

mobile device in the way I can from

my desktop.

Social Media:

I post to Facebook all the time from

my phone – especially while I’m on

the road.

Our roving reporter, Lorie Juliano, again

accosted guests, but this time she tried the recently

renovated Sonesta ES Suites Burlington, Mass., to inquire

about their needs and wants during their travels.

GUESTGUEST

The questions she asked...

How did you make the reservation for this trip?

Or more specifically, did you use your

mobile device (cellphone) to make the hotel reservation?

If you did not for this trip, have you ever used your mobile device

to make reservations?

Have you tweeted or used Facebook to post something

about a trip on your mobile device?

Never. I don’t trust mobile in general.

I could lose my connection… the

site could crash… the data could

be stolen. I can’t imagine making an

important purchase this way.

Social Media:

I don’t ever share via social media

when I’m traveling – I’d rather no

one know that my home is empty

or that I’m in a particular place at a

given time.


Dr. Roy Siegel (Doctor of Chiropractic and Diplomate, American Board of Chiropractic Or-thopedics) is an esteemed chiropractor and lecturer. He is an expert on low back pain and sciatica, prevention and treatment of dance and running injuries, as well as nutrition. Siegel has been interviewed by national news channels and published in recognizable publications including “O, The Oprah Magazine,” “Redbook” and Time-Life series.

The Tech & Health column will be a regular feature in Hospitality Upgrade. If you have a

question you would like Dr. Roy to answer please email it to info@hospitalityupgrade.

com.

Are you using your mobile device the right way? Most of us aren’t. Most people are head down, mobile device down. The same goes for reading magazines and books. This can hurt your neck. The head forward and bent position puts an im-mense pressure on two vertebrae and the disc in between them. If the head is in the upright posi-tion, the weight of the head is distributed through the seven neck (cervical) vertebrae. Unfortunately, over time the discs decay (usually between the 5th and 6th vertebrae), and chronic muscle tightness and pain results.

What should you do?

Get those heads up! Hold your mobile device up at eye level. We know you look funny doing it, but it’s worth it. So the next time you are out in public and your family members are all hunched over their cellphones, tell them, “Hold those phones up! You’re squashing your discs and poten-tially squeezing your nerves!”

Translation: You will thank me one day.

TECH and

HEALTH

TECH&Health


Photos from ITB (Berlin), HTNG's N. Amer. Conference and HU's Cocktail Party in Atlanta

At ITB in Berlin, HU Publisher Rich Siegel tries to

offer Anja Erdl of MICROS a position on his all-female

dream team at Siegel Communications.

Here's a group with distribution on its mind... (L to R)

InnLink's Richard Corso is joined by Cathy Hwang of

Battery Ventures, John Burns of Hospitality Technology

Consulting and Kristin Intress of Worldhotels

(L to R) Diane Estner of SDD, Dan Phillips of Dare to

Imagine and Michael Squires of Softscribe Inc. dish

some industry dirt at the HU/HO cocktail party in Atlanta.

(L to R) Gabriela Bratkovics of ENG Infotech, Commune

Hotels' Mike Blake, Evan Brown of ENG Infotech, and

POST Integrations' Juli Barter and David Pauley duck

out of the HTNG North American Conference sessions

for a quick snack at Rancho Bernardo.

Marriott's Collington Scott (R) tries to talk HU's

Rich Siegel into investing in a hotel instead of

a new race horse at the Hospitality Upgrade/

Hotel-Online industry cocktail party.

(L) Shelby Gibson and Irene Cannon join Hotel-Online's

Michelle Renn and (far R) Tania Sanchez in discussing

"Travel Throughout the Ages." They did a great job at

HTNG's North American Conference, revealing what

travelers at different stages of their lives would like to

see in the hotels where they stay.

s i e g e l s e z


s i e g e l s e z

Photos from Hospitality Upgrade's Executive Vendor Summit – New Orleans

Seth Christiansen of Knowcross Solutions, Datavision's

Sherry Marek, Cendyn's Bob Magliozzi and Nora Dehan

of NORTHWIND enjoy (ok groan) another one of the HU

ice breakers, and decide to take matters into their

own hand – a winning four of a kind.

Here they are: the EVS winning golf foursome of

Aptech's Jay Troutman, Susan Gregory of Ponterra

Business Advisors, NEC's Mike Gray and Michael

Buckham-White of Agilysys.

Not happy with the cool weather, or not happy

that Rich made them take another group photo...

Blueprint RF's Ron Peterson, ENG Infotech's Evan

Brown, Venza Group's Jeff Venza and Postec's

David Shaw get ready to bolt for the hotel.

Lisa Israelovitch of Umapped and

Mike Blake of Commune Hotels wear

their new Pelicans hats with pride

after the team beat out the LA Clippers

with just a few seconds to spare.

Girls rule! Either the HU team is joined by Datavision's Sherry Marek and Indra's

Connie Rheams, or Rich has hired two more staff members... three including the Pelican.

You never know what you might

learn at one of HU's events. Lisa

Israelovitch of Umapped and

PriceMatch's Arthur Waller (R)

were volunteered for a cooking

demonstration with some New

Orleans history thrown in.


s i e g e l s e z

Photos from Hospitality Upgrade's Executive Vendor Summit – New Orleans

Michael Waltman of Interactive Sites,

ZDirect's Hayes Thomas and Josh Keats

of Ponterra Business Advisors lead the

charge down to Bourbon Street after the

opening night cocktail party. Hayes knows

all the best places to go!

Peter Altabef of MICROS and Vivek Bhogaraju of IDeaS debate different

leadership characteristics after Bryan Williams' opening session.

Digital Alchemy's Don Hay, Ursula Rhode of

Genares and Hayes Thomas of ZDirect practice

posing before the dreaded group photo.

RedRock's Ron Dressin and Indra's Connie

Rheams plot to skip Rich's presentation

and hit Bourbon Street early.

RoamingAround's Mike Garvin, Cendyn's Bob

Magliozzi, Trevor Warner of Warner Consulting

Group and Mark Swanson of Immersion Companies

cheer the Pelicans to a win over the Clippers.

You caught them; HU's Geneva Rinehart and Katherine

Darsie enjoy a well-earned break at world-famous Cafe

Du Monde. Yes, they found powdered sugar in their

suitcases when they got home.


TECHNOLOGY REFERENCE GUIDE

Procurement, Recipe Mgmt., Foodservice Mgmt. Syst., Inventory & Cost Control, Supplier Mgmt., Food Cost Analysis

Adaco, Inc.40 Richards Avenue Norwalk, CT 06854203.838.3700 Phone +44.1635.248.753 London +65.6483.9131 [email protected] • www.adaco.com

Products: Adaco serves many of the world’s leading hospitality operations by providing purchasing, receiving, storeroom requisi-tion, inventory control, operational control and analysis, recipe and beverage revenue enhancement, accounting, retail operations and corporate management controls with Adaco.NET. Built exclusively for the hospital-ity industry, Adaco.NET brings a clear return on investment through purchasing efficiency, visibility and control. Drawing on more than 25 years of experience in the sector, Adaco has customers in 58 countries.

POS, PMS, Inventory/Purchasing, AnalyticsWorkforce Mgmt., Document Mgmt., Mobility, Spa, Golf, S&C, Self-Service

Agilysys1000 Windward Concourse, STE 250Alpharetta, GA 30005877.369.6208www.agilysys.com

Products: Agilysys is an innovative software development company dedicated to helping hospitality operators create lasting con-nections with their guests by improving the quality of service through technology. The company’s solutions include property management, point of sale, inventory and procurement, workforce management, analyt-ics, document management, self-service kiosks, spa management and more. Agilysys solutions help customers win the guest re-cruitment battle, enhance guest engagement and increase guest spending.

POS, PMS, Inventory/Purchasing, AnalyticsWorkforce Mgmt., Document Mgmt., Mobility, Spa, Golf, S&C, Self-Service

Agilysys1000 Windward Concourse, STE 250 Alpharetta, GA 30005877.369.6208 www.agilysys.com

Products: • Agilysys Analytics™• Agilysys DataMagine™ Document Mgmt. • Agilysys Eatec® Inventory & Procurement • Agilysys Elevate™ Point-of-sale Solution • Guest eMarketing (GeM)• Guest Express Kiosk• Agilysys GolfPro• Agilysys InfoGenesis™ POS• Agilysys InfoGenesis Mobile• Agilysys InfoGenesis Flex™ • Agilysys Insight™ Mobile Manager• Agilysys Lodging Management System®

(LMS) Property Management Solution• Agilysys Spa Management System• Agilysys Stratton Warren System (SWS)

Inventory & Procurement Solution• Agilysys Visual One™ Property Mgmt. Solution Suite• Agilysys Workforce Mmgt. Solution™ (WMx)

Business Intelligence, Budgeting and Planning, Enterprise Back Office Accounting

Aptech Computer Systems, Inc.135 Delta DrivePittsburgh, PA 15238800.245.0720 Phone 412.963.9799 [email protected] www.aptech-inc.com

Products: Aptech is an IBM Business Partner that offers Web-enabled business intelligence, budgeting and back office systems that are 100 percent hospitality specific. The Execu-vue® business intelligence system enables large or small hotel companies to dynamically analyze their data with drag-and-click simplic-ity. Profitvue® is a widely used thin-client, Web-enabled hospitality back office solution for single or multiproperty accounting. Target-vue is a hospitality-driven budgeting and fore-casting solution. Aptech’s solutions enable hotel companies to be proactive operationally and financially.

CRS, PMS, Internet Booking Engine, Yield & Revenue Management, Technology Services, Meetings and Events

Amadeus IT Group S.A. Salvador de Madariaga, 1ES–28027 Madrid, [email protected] www.amadeus.com/hotels/hotels.html

Products: Amadeus offers next-generation hotel management solutions based on open technology and offered as a SaaS model. Amadeus reinforced this position with the acquisition of U.S.-based Newmarket Inter-national. In distribution, Amadeus connects some 300 of the world’s leading hotel provid-ers with its global community of travel agen-cies with 235,000+ unique properties and with 690,000+ hotel shopping options distributed through custom-built reservation applications. Amadeus LinkHotel connects independent and small-chain hotels to the multi-GDS and online travel community.

Managed Network Solutions, Business Ctrs., Guest Internet Svcs., Wireless Tech., Dashboards, Kiosks & Remote Check-in

Blueprint RF5555 Oakbrook Parkway, STE 640Norcross, GA [email protected]

Products: Blueprint RF is an expert network services company with a strong background in wireless design and support. Blueprint RF provides integrated network solutions specifically tailored to hospitality – fully man-aged guest access and connectivity, back office and business center workstations and printers. Blueprint RF network services are turn-key (site survey and design, complete installation – including structured cabling and 24/7/365 support services).



Bus. Intell., CRM, Data Integration, Mktg., Data Warehousing, Mktg. Automation, Website Design/Hosting, Database Mktg.

Cendyn/ONE980 N Federal Highway, STE 200Boca Raton, FL [email protected]

Products and services: CendynONE pro-vides a cloud-based software and services platform that delivers an integrated view of guest history, value, behavior, desire, intent and engagement, which is leveraged to drive higher marketing ROI while increasing overall guest satisfaction and loyalty. Cendyn’s team of experts in data integration, analysis and optimization seamlessly combine first and third-party data sources to deliver dynami-cally generated, one-to-one marketing and advertising across all digital channels: email, Web, display, mobile, video, social and search.

Scheduling, Club/Spa, Enterprise, CRM, Mobile, Web Booking, E-Marketing

Book4Time Inc.306 Town Centre Boulevard, 2nd FLMarkham, ON, Canada L3R 0Y6905.752.2588 [email protected] www.book4time.com

Products: Book4Time is a boutique, world-class purveyor of cloud-based activity sched-uling and revenue management solutions for leading beauty and wellness brands in hotels, resorts and day spas in more than 35 countries. With a market reach of more than 20 million consumers, managing in excess of $1 billion in annual transactions, Book4Time, a privately funded Canadian company is the solution of choice for some of the world’s largest and most prestigious companies on a global scale.

ERP, PMS, POS, CRS, CRM, Financials, Ski and Resort Operations

Cenium 5955 Edmond Street, STE 202Las Vegas, NV 89118877.623.6486 [email protected]

Products: Cenium is a global organization providing a unique ERP (enterprise resource planning) solution integrating management information across an entire organization typically employing a single database. The solution embraces property management, finance/accounting, production/supply chain, POS, sales and catering, CRM, along with other core hospitality modules. Cenium is based on the Microsoft Dynamics platform and provides the hospitality industry with a unified one-stop business solution to infor-mation management.

Tech. Svcs., Guestroom Tech., Kiosk & Remote Check-in, GDS, Spa & Recreation, PMS, CRM, ERP, BI, Mobile Websites

Chetu Inc. 10167 W Sunrise Blvd., STE 200 Ft. Lauderdale, FL 33322954.342.5676www.chetu.com

Products: Chetu is a 14-year-old software development firm that specializes in creating custom software solutions for hotels, casinos and restaurants of every flavor. Chetu is a U.S.-based company, headquartered in Ft. Lauderdale, Fla., with offices in Nashville, Dallas, Las Vegas, Tampa, Chicago and Am-sterdam. The company’s 800+ development specialists work out of the two development centers in New Delhi, India, owned by Chetu.

Data Mining, Business Intelligence, CRM, Database Marketing, Digital Agency Svcs., Email Mktg., Guest Loyalty, Video Mktg.

Clairvoyix 871 Coronado Center Drive, STE 200Henderson, NV [email protected]

Products: Clairvoyix is a leading provider of highly scalable database marketing systems and digital agency services. A true browser-accessed Internet application (software as a service), its solution is preferred by both internationally recognized branded chains as well as independent hotels. The Clairvoyix Hospitality Solution includes support for highly targeted email, personalized video, direct mail and mobile campaigns, with ROI based on actual spend. The company’s com-mitment to quality, speed and affordability has made it the choice for leading hotels and resorts for more than years.

Channel Management, Distribution Svcs.

ChannelRUSH 618 E. South Street, STE 500Orlando, FL 32801866.720.6808; 407.624.4016www.channelrush.com

Products: ChannelRUSH is a U.S.-based company with sales and support offices in North America, Germany, Austria and Scotland/U.K. ChannelRUSH provides a Web-based hotel channel management system for hotel revenue managers that allows them to maintain their hotels’ rates and availability distribution across numerous online travel agency (OTA) sites as well as global distribution systems (GDS) from one interface. ChannelRUSH has expanded its product offerings to include one or two-way interface solutions with PMS, CRS and GDS partners with reservation delivery.



F&B, Inventory Control, Purchasing, Event Management

Clear Sky Software, Inc. 7804-282 Fairview RoadCharlotte, NC 28226704.568.5544 Phone704.943.0585 [email protected]

Products: Clear Sky Software provides back office food and beverage inventory manage-ment systems that help organizations control inventory, reduce labor, lower costs and increase profits. Clear Sky systems replace manual inventory practices and eliminate repetitive steps, therefore offering improve-ments in worker productivity and accuracy. Two systems – Clear Sky FOOD and Clear Sky BEVERAGE – can be purchased together or separately. These twin systems help reduce the tremendous paperwork and labor associated with managing food and beverage inventory. Interfaces to major POS systems, food service providers and club software are also available.

Enterprise Back Office Accounting

Data Plus Hospitality Solutions55 Middlesex StreetNorth Chelmsford, MA 01863978.888.6300 x202 Phone978.888.0141 [email protected]

Products: Applying the methodology of collect, manage and visualize, Data Plus Hospitality Solutions provides a superior SaaS solution with more than 100 interfaces and reporting tools. Applications include: general ledger, payables, receivables, bank reconciliation, human resources, payroll, project management, purchasing, inventory and a comprehensive reporting system. Data Plus can also interface with most front desk, point-of-sale, payroll expense and time and attendance systems.

Data Warehousing, CRM, BI, Rev. Mgmt., Budget/Forecasting, Corp. Consolidation, Payroll Control, Dashboard

Datavision Technologies, Inc.1835 Flamingo Road, STE 200Pembroke Pines, FL 33028954.433.3633 [email protected]

Products: Datavision extracts key information from all production systems at the property (PMS, POS, payroll, spa, golf, etc.) and creates an integrated data warehouse that can be used by all decision makers in the company. Data is delivered to end users via standard spreadsheets, dashboards and over the intranet. Used by both individual resorts and by corporate offices for multiproperty consolidation.

CRM, Digital Marketing, Mobile Solutions, Business Intelligence

Digital Alchemy, LLC5750 Stratum DriveFort Worth, TX 76137817.204.0840 Phone817.887.1355 [email protected]

Products: Since pioneering one of the world’s first true hospitality CRM solutions in 1999, Digital Alchemy has become an established leader in customer relationship management (CRM) and digital marketing solutions for the global hospitality market. Its comprehen-sive line of product suites integrates CRM, email marking, mobile, data intelligence and surveys that include a powerful and flexible set of tools for building and maintaining profit-able relationships with hotel, spa and resort guests. Digital Alchemy clients include some of the most prestigious independent hotels, resorts and spas worldwide.

Business Centers, Guest Internet Services, Guestroom Tech., Mobile Device Tech., Communications Tech., Tech. Services

Eleven Wireless, Inc.315 SW 11th Avenue, 3rd FL Portland, OR 97205503.222.4321 Phone 503.296.5607 [email protected] www.elevenwireless.com

Products: Eleven delivers compelling soft-ware that powers the guest Internet experi-ence, with two key product lines: ElevenOS and ElevenGC, both of which run on Eleven’s cloud-based platform. All solutions provide powerful revenue management so hotels can provide value-added services that maximize revenue and delight guests. Eleven is rapidly becoming hospitality’s guest technology stan-dard and is relied on by thousands of hotels including nearly all of the major brands and leading boutiques. Visit Eleven at HITEC 2014 in booth No. 1441 and learn more at www.elevenwireless.com.

Channel Mgmt., Comparative Price Intel., Online Distrib., Connectivity, Res. Integ., Reputation Mgmt., Rate Shopping

eRevMax 37 N Orange Avenue, STE 500Orlando, FL 32801321.251.6559 Phone321.206.8630 [email protected]

Products: eRevMax is a leading provider of online distribution, channel connectivity, market intelligence and revenue manage-ment solutions to the hospitality industry. The company delivers its premium hotel channel management product suite RateTiger, Web-based solution SimpleDistribution and its real-time enterprise connectivity gateway Connect, to the hospitality and travel industry. Incorporated in 2001, eRevMax solutions are being used by more than 22,000 properties worldwide.



Response Mgmt., Mobile Solutions, Mobile Device Tech., Guest Incident Tracking, Rapid Response, Housekeeping

FCS Computer Systems327 Dahlonega Street, STE 102-BCumming, GA 30040678.852.5911 [email protected]

Products: FCS provides comprehensive hos-pitality solutions and services, with integrated products used by more than 4,000 hotels in 32 countries. FCS Mobile Applications are available on guests’ own mobile devices, as well as the hotel's devices, allowing conve-nient access to hotel information and ser-vices. These services are managed through five Web-based, guest-serving applications, including e-Connect, e-Engineering, e-Housekeeping, e-Concierge and e-Recovery. These applications all seamlessly integrate with the hotel’s PMS and other third-party systems via FCS Gateways products: Unicorn and Phoenix.

Channel Management, CRS, GDS, IDS, Web & Mobile Booking Engines, Sales Support, Consortia RFP Management

Genares Worldwide Reservations Services5201 N O’Connor Blvd., STE 400Irving, TX 75039 817.722.2800 Phone972.409.9988 [email protected] www.genares.com

Products: Genares provides one of the larg-est numbers of distribution options available and is uniquely positioned to provide end-to-end solutions to hotels looking to maximize their opportunities in fiercely competitive markets. Genares' platform enables a hotel to optimize its distribution by offering the ca-pability of managing all distribution including GDS, IDS, Web (website design and booking/mobile engines), call center services, PMS and real-time channel management – all from a single real-time connection.

Wireless Tech., Mobile Dev. Tech., Tech. Svcs., Guestroom Tech., Svc. Provider, TV Programming, Guestroom Telephones

Guest-tek™

STE 240, 3030 – Third Avenue NECalgary, AB T2A 6T7 Canada866.509.1010 • 403.509.1010 Phone403.509.1011 [email protected]

Products: Guest-tek™ has been a provider of broadband technology and fully integrated so-lutions to the hospitality industry since 1996. Experiencing significant worldwide growth and increased operations with the recent acquisi-tion of iBAHN, Guest-tek remains a preferred vendor to major hotel brands. The company offers the renowned OneView™ platform for HSIA, IPTV, data, video, voice and mobile apps on a converged IP network (ethernet or coax). OneView supports a wide range of revenue-generating applications and property-branded UIs.

CRM, Loyalty, Rapid Response, Marketing, Preventive Maintenance, Guest Incident Tracking

Guestware® 100 Fourth Avenue N, STE 400Seattle, WA 98109206.233.0110 Phone206.233.0345 Faxwww.guestware.com

Products: Guestware® CRM software is a comprehensive hotel guest experience management system that includes CRM plus loyalty, guest response and facilities management. Guestware provides a suite of tools to deliver flawless service, guest recognition and effective marketing essential for building guest loyalty. The software is based on state-of-the-art service-oriented architecture with flexible deployment models including subscription or licensing that can be centralized or property based. Guestware offers 24-hour global support with regional partners in Europe, MEA, Asia Pacific and the Americas.

Social Media Marketing, Marketing, Internet Reservations

Flip.to630 N Wymore Road, STE 330Maitland, FL [email protected]

Products: Flip.to is a brand advocate platform that helps hotels turn their guests into engaged advocates to boost brand awareness and drive Web-direct bookings. The platform is designed to reach travelers around the world and generate significant return on investment for hotels.

Mobile Device Technology, Marketing, Guest Management, Mobile Solutions, Business Intelligence, Analytics, Loyalty

HandHeld Hospitality™8100 Boone Boulevard, STE 340Vienna, VA 22182877.331.3777www.handheldhospitality.com

Products: HandHeld Hospitality™ is a hospitality technology company leading the way with new, affordable and easy-to-use mobile apps for hotels, clubs, tourism destinations and residential communities that increase facility usage and engage guests. SmartGuest™ is HandHeld’s first mobile app for hotels, which allows guests to receive instant notifications, make and confirm restaurant and activity bookings, and have up-to-date hotel and area infor-mation at their fingertips.



Daily News Service, Website Information Source

Hotel-Online.com70 Mansell Court, STE 225Roswell, GA 30076678.802.5308 Phone678.802.5309 [email protected]

Products: Reaching more than 25,000 people daily via its headline news email, Hotel-Online.com is by far the hospitality industry’s No. 1 website and daily email news service. Since 1996, www.Hotel-Online.com remains the hospitality industry’s online meet-ing place, providing the latest news, trends, employment opportunities and product pricing available anywhere. Sign up today to start receiving Hotel-Online. For the latest hotel news, announcements and compelling video, be sure to visit Hotel-Online's brand new website at www.Hotel-Online.com.

Revenue Management

Infor Hospitality, EzRMS641 Avenue of the AmericasNew York, NY 10011800.260.2640 [email protected] www.infor.com/product_summary/hospitality/ezrms/

Products: Infor Hospitality’s EzRMS is an industry-leading, revenue and yield manage-ment SaaS solution. In addition to automati-cally calculating demand forecasts for each future use of hotel rooms, Infor EzRMS recommends appropriate selling strategies such as open/close rates, stay controls, open/close room categories, and overbooking lev-els – maximizing yield and profit. Historically, most revenue optimization algorithms have simply managed room price, but EzRMS also considers ancillary spending that takes place in spas and restaurants, on the golf course, and in other extra-revenue areas.

HSIA, Internet, Wireless Tech., Help Desk/Svc. Desk, Digital Satellite TV Syst., Bus. Ctrs., Mobile Device Tech., Guestroom Tech.

Hospitality Technical Services (HTS)2950 Hebron Park Drive, STE GHebron, KY 41048 [email protected] www.htsnow.com

Products: HTS is a partner and trusted advisor to hotels, brands and management companies across North America, offering consultative approaches to cost effectively meet the evolving HSIA and technology requirements of guests and staff. Services range from complete HSIA/converged network design and installation to taking over support of existing networks when appropri-ate. HTS utilizes best-of-breed equipment, the industry’s most reliable and flexible HSIA gateway, and its own 24x7 help desk and NOC staffed by employee technicians. HTS works with all major brands and is Marriott GPNS certified.

Enterprise, PMS, CRS, FMS, Asset Mgmt., Performance Mgmt., Workforce Mgmt., POS/F&B, Analytics, Revenue Mgmt.

Infor 641 Avenue of the AmericasNew York, NY 10011 [email protected] www.infor.com/hospitality

Products: Join more than 14,000 hotels, resorts and gaming properties worldwide that are managing their reputation, building customer loyalty, streamlining operations, delivering exceptional guest experience and maximizing revenue potential – with Infor Hos-pitality, one of the only hotel software solutions that touches every area of the business from a common platform. • Hotel prop. mgmt. • Call center mgmt.• Revenue mgmt. • CRM• Digital mktg. mgmt. • Financial mgmt.• Workforce/talent mgmt. • Bus. intell./analytics• Asset, incident mgmt.• On-property and corporate

Infor, is one of the world’s largest software companies with a commitment to the hotel industry.

Marketing, Mobile Website Design/Hosting, Search Engine Mktg. & Optimization, Social Media Mktg., Digital & Internet Mktg.

HeBS Digital1601 Broadway, 11th FLNew York, NY 10019 [email protected] www.hebsdigital.com

Products: HeBS Digital is a full-service hospitality digital technology and marketing firm dedicated to driving direct online channel revenues. Its portfolio of clients including independent hotels to major hotel brands, luxury and boutique hotel chains, resorts and casinos, hotel management companies, restaurants and CVBs benefit from HeBS Digital’s expertise. Comprehensive products and services include website revenue optimi-zation consulting, desktop, mobile and tablet website design, SEO, SEM, metasearch marketing, social media, online media buying, campaign tracking and more.

Tech Svcs., Guest Technology, Telecom, TV Programming, Guest Internet, HSIA Network, Wireless Tech., Guest Phones

Hotwire Communications1 Belmont Ave, STE 1100Bala Cynwyd, PA 19004800.40.WIREDfisionstay@hotwiremail.comwww.hotwirecommunications.com

Products: Hotwire Communications is a pri-vate cable operator customizing fiber-to the-room (FTTR) and fiber-to-the-home (FTTH) technology in hospitality and multi-tenant environments. Hotwire’s hospitality division, Fision Stay, provides IPTV HD free-to-guest, video on-demand, HSIA, Wi-Fi and PBX solutions to more than 8,000 hotel rooms. Fision Stay was created to offer a full-service telecommunications experience uniquely providing bundled services to offer discounted pricing, a single point of contact and the high-est level of integrated services.



CRS, Internet Reservations, GDS, Online Distribution, Booking Engines, IDS, Website Design & Hosting

InnLink/Trust International100 Country Club Drive, STE 205Hendersonville, TN 37075800.525.4658 Phone615.264.1898 [email protected]

Products: Sister companies, InnLink and Trust International provide solutions tailored to unique customers.

InnLink’s state-of-the-art booking technolo-gies deliver real-time reservation solutions for independent and boutique hotels. Best-in-class technology achieves bottom-line return on investment backed by one of the industry’s strongest 24/7/365 customer service guarantees. www.InnLink.com

Trust International understands, supports and simplifies the complex distribution needs of hotel chains. With its advanced multilin-gual CRS application, hotel groups increase net revenue with fully customized solutions for the distribution process. www.TrustInter-national.com.

Uniform & Linen Management, Laundry Management, Inventory Control, Security Management Systems

InvoTech Systems, Inc.16530 Ventura Blvd., STE 603Encino, CA 91436 818.461.9800 Phone818.461.9877 [email protected]

Products: InvoTech is a Microsoft Certified Partner that increases profitability for clients. It is a leading provider of software manage-ment and control systems for uniforms, linens and laundry and security operations. InvoTech’s expertise in UHF-RFID system integration delivers 100 percent control of linen inventory and 100 percent protection of non-theft-related losses. InvoTech’s systems are easy to use and reliable. They streamline operations and improve service with reduced labor and operating expenses. InvoTech pro-duces and supports 100 percent of its system and development in house.

Hotel Locking Systems, Electronic Locks, RFID Locking Systems

Kaba7101 Presidents Drive, STE 250Orlando, FL [email protected] www.KabaLodging.com

Products: Kaba’s products include the Saflok and ILCO electronic locking solutions. Kaba (SIX Swiss Exchange: KABN) provides innovative products, systems and services. Kaba is a global market leader with 150 years of experience developing and servicing high security locks, key blanks, transponder keys and key manufacturing machines. Kaba’s high quality access management solutions, locks, cylinders, physical access systems, enterprise data and time recording, and hotel access systems are widely installed and internationally respected. www.kaba.com and www.kabalodging.com

PMS, CRS, Booking Engine, Condo Management, POS, Sales, Banqueting, Activities

iTesso1389 Peachtree Street NE, STE 320Atlanta, GA 30309866.687.0040 • [email protected]

Products: iTesso is a global provider of advanced hospitality software solutions, including:• iTesso Enterprise Lodging System: As one of the world’s first true Cloud-native hospital-ity solutions using the Microsoft Windows Azure platform, iTesso reduces total cost of IT and improves operational efficiency.

• Hotel Concepts IDPMS: With multiproperty functionality, IDPMS allows hotels to manage their PMS from a central location; gather information from and execute distribution strategies for all group hotels.

• Brilliant PMPRO: provides a certified two-way interface with IHG and BWI CRSs. The integrated POS includes a mobile edition, completing front-of-house automation.

Rapid Response, Guest Incident Tracking, Mobile Device Technology, Housekeeping, Preventive Maintenance & Engineering

Knowcross Solutions4340 Von Karman Ave., STE 420Newport Beach, CA 92660866.601.5669 [email protected] www.knowcross.com

Products: Knowcross provides one of the world’s finest hospitality service organizations tools to enable the execution of near-perfect guest service, real-time communication and measurable analysis while providing dramati-cally tangible operational efficiencies using the latest mobile and internet native technologies. Its guest service management system helps hotels in more than 35 countries to provide im-proved and personalized guest services which increase guest satisfaction and loyalty.

Yield & Revenue Management

Maxim Revenue Management Solutions (MaximRMS)2626 N Lakeview Ave., STE 2501Chicago, IL 60614 773.665.1400 Phone773.665.1596 [email protected]

Products: MaximRMS revenue management technologies:• Designed and built from the ground up for large international hotel organizations with multiple brands and complex segmentation.

• Yet easy-to-use by select-service and two-star to three-star hotels with limited resources.

• Powered by patented mathematical algo-rithms that maximize total profits.

• Easily tailored to fit a hotel’s specific busi-ness processes and IT requirements.

• Extensive business intelligence analytics for financial performance and strategic management.

• Deployed quickly and inexpensively, ensuring maximum ROI and substantial profitability gains.



PMS, CRS, Business Intell., S&C, Customer Relationship Management, Yield & Revenue Management

MICROS Hotel Solutions7031 Columbia Gateway DriveColumbia, MD 21046866.287.4736 Phone443.583.2505 [email protected]

Products: MICROS provides leading enter-prisewide applications, services and hardware for the hospitality and retail industries. MICROS combines its industry knowledge and expertise to provide cloud-based, mobile and on-premise solutions that allow its clients to streamline operations and successfully engage their customers. MICROS applica-tions include PMS, CRS, POS, business intelligence, eCommerce, loyalty, CRM and distribution solutions. MICROS services include hosting and SaaS, platform imple-mentation and integration, strategic business consulting, interactive marketing, design ser-vices including creative and user experience and managed services.

Guest Management, Property Management, CRS, Payment Processing, Loyalty,Mobile Solutions, Sales and Catering

Multi-Systems, Inc. (MSI)7600 N 15th Street, STE 250Phoenix, AZ 85020800.331.7890 • 602.870.4200 Phone602.861.3711 [email protected]

Products: MSI (Multi-Systems, Inc.), is a leading supplier of cloud-based hotel technology and guest service solutions since 1990. With an installed customer base of more than 5,800 hotel properties throughout North America, MSI is a one-source solutions provider of fully integrated, cloud-based hotel technology services. MSI TrûCloud services include: guest and property management, CRS and channel management, secure credit card processing, guest loyalty and national sales, sales and catering, mobile solutions, and Web booking engines.

Ordering, Inventory and Cost Control, Time and Labor Mgmt., Business Intell., Kiosks and Remote Check-in, Point of Sale

MICROS Food and Beverage Solutions 7031 Columbia Gateway DriveColumbia, MD 21046866.287.4736 Phone443.583.2505 [email protected]

Products: MICROS Systems, Inc., provides complete hospitality solutions: hardware, software, systems integration and service for POS, back office, restaurant operations and enterprise management. Key products include Simphony with guest/table manage-ment, remote management and mymicros.net; Web-based reporting; MICROS RES with enterprise office and enterprise management; MICROS e7 for restaurants requiring basic POS functionality; MICROS e-commerce so-lutions such as Web ordering, myreservations and mobile payment processing; and JTECH wireless paging solutions.

Tech. Svcs., S&C, CRM, Catering & Events, Distrib., Consulting, Channel Mgmt., Work-flow Automation, Housekeeping Automation

Newmarket International, Inc.75 New Hampshire Avenue Portsmouth, NH 03801603.436.7500 Phone603.436.1826 [email protected]

Products: Newmarket® International, Inc., an Amadeus company, (Newmarket) delivers proven business solutions for empowering hospitality organizations to lower costs and increase revenue, while improving customer satisfaction and guest loyalty. With more than 40,000 installations and 150,000 users in more than 154 countries worldwide, Newmarket technologies are a cornerstone in the global hospitality industry, offering solutions for sales and marketing automation, customer relation-ship management, catering and events, guest loyalty, meeting intelligence, workflow manage-ment and property maintenance.

Payment Processing

Merchant Link8401 Colesville Road, STE 750Silver Spring, MD 20910866.853.3845 Phone301.562.5121 [email protected]

Products: Merchant Link is a leading provider of cloud-based payment gateway and data security solutions, enabling 4 billion transactions annually for some of the world's best-known merchants. Founded in 1993, Merchant Link currently supports more than 300,000 hotel, restaurant and retail locations, providing connectivity to the major U.S. payment card processors. Transaction-Vault®, Merchant Link’s tokenization solution, and TransactionShield®, its point-to-point encryption solution, mitigate the risk of a data compromise while lowering the cost and effort of PCI compliance.

Procurement, Inventory & Cost Control, Food Cost Analysis, Recipe Mgmt., Supplier Mgmt., Foodservice Mgmt.

Moreton Bay Technology Pty Ltd52 Frenchs Road Willoughby, NSW 2068 Australia61.2.9958.8298 Phone61.2.9958.5391 [email protected]

Products: Moreton Bay Technology (MBT) has specialized in comprehensive cost control solutions for the hospitality industry for the past 24 years. Its CHECK branded solution meets the requirements of individual hotels and multinational hotel chains. MBT has clients in more than 70 countries and works with the world's largest hospitality manage-ment groups. Clients include Hilton, IHG, Harbour Plaza, Shangri-La, Banyan Tree, Mandarin Oriental, Four Seasons, SWIRE, SSP and HKJC, Sunway and many more. MBT is headquartered in Sydney, Australia, with regional offices in Beijing and Manila.



Multiprop. PMS, S&C, CRM, Web Booking, Analytics, Dynamic Yield, Spa, Activities, POS, Loyalty, Owner, GDS, Membership

NORTHWIND – Maestro PMS8300 Woodbine Avenue, 5th FLMarkham, ON L3R 9Y7 Canada888.667.8488 Phone905.940.1925 [email protected]

Products: Maestro by NORTHWIND is a preferred PMS of leading independent hotels, resorts, condos and multiproperty groups. With 21 integrated modules on a single-image database, Maestro is recognized for providing Diamond Plus Service, one of the industry’s most responsive services, that goes beyond conventional PMSs to deliver revenue-generating tools and services to increase profitability, drive direct bookings, centralize operations and provide personalized guest service to keep guests coming back.

Meeting & Event Planning, Booking Engine, Internet Reservations, Technology Services

Passkey (now a part of Lanyon)221 Crescent StreetWaltham, MA 02453866.649.1539 • 781.373.4100 Phone781.547.6500 [email protected]

Services: GroupMAX™ is one of the industry’s leading online group reserva-tion technologies. With it, hotels can drive more than 50 percent of their group book-ings online, generate 10 percent or more incremental revenue on their groups, while capturing significant operational savings and securing their room lists with a PCI-compliant solution. With innovative tools such as fully customized booking websites, integrated email campaigns, social networking and live dashboards, hotels gain an important competitive advantage and deliver exceptional event housing experiences.

PMS, Enterprise, CRS, Internet Res., Club/Spa, Condo/Timeshare, Tee Times, POS

PAR Springer-Miller SystemsPO Box 1547, 782 Mountain RoadStowe, VT 05672802.253.7377 [email protected]

Products: ATRIO™ Guest Experience Management reduces total cost of ownership (TCO) by embracing cloud computing, mini-mizing on-property technology and introduc-ing an innovative user experience that substantially reduces training time and increases staff efficiency and productiv-ity. PAR Springer-Miller Systems’ SMS|Host® Hospitality Management System has 20 fully integrated modules including SMS|Touch Fine Dining POS, recreation management, timeshare/condo management, online book-ing and more. SpaSoft®, a fully integrated, dynamic activities management/scheduling software solution, is specifically designed to meet the unique needs of resorts, day spas, medi-spas and health clubs.

Supply Chain Management, Procurement, Inventory and Cost Control, Recipe Management, Food Cost Analysis

RedRock Software10120 W Flamingo Road, STE 4-348Las Vegas, NV [email protected]

Products: RedRock Software was created by hospitality professionals with more than 200+ years of experience in hospitality materials management. Its revolutionary source-to-pay product was developed from the ground up using Microsoft.Net and SQL server technol-ogy. The Sourcing and Materials Management System (SAMMS) offers all the necessary procurement and cost control means specific to hospitality using Web-based technology and offering a wide variety of options for large or small enterprises.

Yield & Revenue Management, Analytics, Business Intelligence, Casino, Consulting

The Rainmaker Group4550 North Point Parkway, STE 400Alpharetta, GA 30022678.578.5700www.LetItRain.com

Products: The Rainmaker Group is a leading provider of pricing and profit optimization software to hotel and casino hotel operators to help them achieve the highest profitability by ensuring rooms are always available for the most valuable guests. Used for more than 150,000 rooms, Rainmaker’s award-winning GuestREV® system optimizes hotel inven-tory based on total guest value, generating significant and sustained revenue increases. GroupREV® is a first-of-its-kind group pricing software that enables sales managers to replace instinct with sophisticated algorithms and quote group rates much more quickly and confidently. It is currently in operation at approximately 50 hotel properties.

Hosted Voice Networks, Guestroom Tech., Guestroom Telephones, Call Accounting, Telecom, Voice Mail, Wake-up Services

PhoneSuite®

2150 W 6th Ave Unit DBroomfield, CO 80020800.245.9933 Phone303.465.0237 Faxwww.phonesuite.com

Products: PhoneSuite has leveraged its expertise in communication technology for more than 25 years to provide high-quality, energy-efficient, cost-efficient phone systems exclusively for the hospitality industry. Found-ed in 1988 by two former Bell laboratories engineers, PhoneSuite has installed more than 4,000 hotel phone systems in proper-ties ranging from bed and breakfasts to 500+ room upscale hotels throughout the United States and Canada. PhoneSuite products, combined with the company's nationwide dealer support and engineering expertise, create reliable communication solutions that meet or exceed all hotel requirements.



CRS, PMS, Online Distribution, Booking Engine, Internet Marketing, Website Design, Online Media, RFP Solutions, GDS

Sabre Hospitality Solutions 3150 Sabre DriveSouthlake, TX [email protected]

Products: Sabre Hospitality Solutions provides technology solutions to the global hospitality industry. A leading software-as-a-service business, its reservations system, marketing, distribution and operations soft-ware and Internet marketing and e-business solutions are used by more than 12,000 hotel properties around the world, generating more than $12 billion in revenue each year for its customers. For more information, please visit www.sabrehospitality.com.

PMS, CRS, Online Distribution, Booking Engine, Internet Marketing, Website Design, Online Media, RFP Solutions, GDS

Sabre Hospitality Solutions 3150 Sabre DriveSouthlake, TX [email protected]

Products: Sabre PMS is an industry-leading, cloud-based property management system providing hoteliers effective tools for managing daily operations with robust rate and guest management functions and a low total cost of ownership (TCO). Sabre PMS is a flexible yet function-rich property manage-ment system that allows the single-property owner custom configuration and the multiple property owner with top-down enforcement of branding standards. As a cloud-based system, the need for property hardware, software and IT staff becomes unnecessary. Sabre PMS is fully integrated with SynXis CRS.

CRS, Booking Engine, Distribution, Internet Res., Channel Mgmt., Technology Services, Yield & Revenue Management

Sceptre Hospitality Resources 7600 E Orchard Road, STE 230 SGreenwood Village, CO 80111800.252.0522info@sceptrehospitality.comwww.sceptrehospitality.com

Products: Sceptre Hospitality Resources (SHR) is an innovative provider of reserva-tions technology and services for the hospital-ity industry, serving nearly 3,000 properties on its reservations platform. SHR’s suite of products includes WindsurferCRS, a state-of-the-art central reservations system; Motion-Notes, a video messaging platform; SpaLinx, a spa management and booking application; Whiteboard Labs, a custom Web design/development and innovation lab; and Revenue Management for Hire, a cost-effective revenue management solution for properties of all sizes and brand affiliations.

Mobile Device Technology, Marketing,Technology Services, Wireless Technology, Kiosks & Remote Check-in

RoamingAround, LLC150A Andover Street, STE 1 Danvers, MA [email protected]

Products: RoamingAround provides a suite of technology-driven solutions de-signed for the hospitality industry, corpo-rate events, tradeshows and on-premise promotions. These solutions allow its clients to become a thriving part of the growing mobile platform and eco-system to open new horizons for their businesses. RoamingAround strives to establish differentiation while increasing occupan-cies for hotels, generating new revenue channels, strengthening customer loyalty and positively impacting the consumer experience for its clients. When you think mobile, think RoamingAround.

PMS, Spa, F&B, S&C, Club, Golf, Ski, Retail, Concierge, Ambassador, Web, Dashboard, E-marketing, Mobile

ResortSuiteEnablez Inc.171 E Liberty Street, STE 207Toronto, ON, Canada M6K 3P6866.4RSUITE Phone416.352.5511 [email protected]

Products: ResortSuite manages guest infor-mation and streamlines operations for some of the most prestigious hotels, resorts, spas and clubs in the world. Unlike other software available, ResortSuite is built on a guest-centric technology platform. This enables properties to manage their businesses more efficiently and provide exceptional service to their customers. HTNG and PA-DSS certified, ResortSuite extends this unique, guest-centric design with data mining capabilities and integrated one-to-one e-marketing, Web, social and mobile user experiences.

Back Office/Accounting, Procurement

RHR Systems Inc.861 East 3450 NorthOgden, UT 84414801.786.1923 • 800.574.3333www.rhrsystems.com

Products: RHR 2.0 is a complete purchas-ing and materials management program designed to manage complex tasks, while making it easy enough for all staff to under-stand and use. Features include:

• Electronic (paperless) requisitioning. • Checkbook accounting for control of depart-

mental budgets. • Ability to receive, issue, inventory and cre-

ate requisitions using hand-held terminals. • Customizable reports and a system that

encompasses all products and services, not just food and beverage.

• Web-based program running 2003 Web Server, XP Pro, Windows 7 and using Windows CE Pro and Windows Mobile technology.



Payment Processing

Shift4 Corporation1491 Center Crossing RoadLas Vegas, NV 89144800.265.5795 • 702.597.2480 [email protected]

Products: Shift4 makes it simple for merchants to securely process credit, debit and gift card transactions. With connections to nearly every bank/processor in North America, and integrations to hundreds of PMSs/POS systems, Shift4’s DOLLARS ON THE NET® is one of the world’s largest independent payment gateways. Shift4 provides pre/post-settlement auditing capabilities, fraud prevention tools, support for emerging technologies like EMV and security solutions such as TrueTokenization® and P2PE, which drastically simplify PCI compliance. Shift4 also offers secure mobile payments with VT4™ – Mobile Payments Designed with Enterprise in Mind.

Online Distribution, Channel Mgmt., Booking Engine, GDS, Connectivity, Front Desk Management, TripConnect

SiteMinder15301 Dallas ParkwayAddison, TX [email protected]

Products: As a market leader in cloud-based technology solutions for the travel hospitality industry, SiteMinder products have been creatively developed to remove the complication and difficulty associated to getting hotel rooms discovered and booked online. SiteMinder’s award-winning portfolio helps hotels around the world to increase online revenue, streamline business processes and decrease operational costs.

Rapid Response, Preventive Maint., Cor-rective Maint., Quality Mgmt., Guest Mgmt., Inventory Mgmt., Taskforce Mgmt.

tracNcare8301 E Prentice Avenue, #405Greenwood Village, CO 80111888.221.2071 Phone303.779.0372 [email protected]

Products: tracNcare provides visionary solutions for automating, monitoring and streamlining the numerous operational tasks needed to manage assets, achieve increased guest satisfaction and profitability. The com-pany's state-of-the-art software application is backed by a robust research and develop-ment team that constantly works at refining the products available to partners. Working hand in hand with current and future partners and renowned industry specialists, tracNcare continually releases enhanced features, modules and applications.

Security, Locking Solutions, Electronic Safes, Energy Management

VingCard Elsafe®

631 International Parkway, STE 100Richardson, TX 75081800.225.8464 Phone972.907.2771 [email protected]

Products: A world leader in hotel securitytechnology, VingCard Elsafe has productsinstalled in more than 42,000 propertiesworldwide, securing in excess of 7 millionhotel rooms. Its extensive product line comprises some of the most advanced electronic locking solutions, in-room safes and energy management systems on the market today, providing unprecedented security, control and facility system integra-tion. VingCard Elsafe is part of ASSA ABLOY, one of the world’s leading providers of locking solutions. ASSA ABLOY is a publicly listed Swedish company traded on the Stockholm Stock Exchange.

Mobile Solutions, Mobile Device Tech., Kiosks and Remote Check-in, PMS, Wireless Tech., Housekeeping, Tech. Svcs.

StayNTouch Inc.8120 Woodmont Avenue, STE 440Bethesda, MD [email protected]

Products: StayNTouch brilliantly connects your guests to your hotels. StayNTouch delivers a cloud-based PMS Mobile Overlay that brings the power of mobility to both hotel staff and to guests. For hotel staff…via any tablet or touch device, guest service and housekeeping have mobile access to PMS via a touch-optimized interface. For guests, a branded smartphone or tablet experience for pre-arrival engagement, mobile self check-in and out, view room bill and receive upgrade promotions.

Package Tracking Systems, Guestroom Technology, Inventory and Cost Control

TrackIT, LLC861 East 3450 NorthOgden, UT 84414 801.737.5555 Phone801.782.8404 Faxwww.trackit.cc

Products: TrackIT’s package-tracking system was designed for the hospitality industry. It remedies package-handling problems for hotels of all sizes and adds immediate value. TrackIT is a flexible tracking system that uses bar code scanning to improve productiv-ity and quality of service. TrackIT also has modules that manage the movement of guest ski equipment and golf clubs. TrackIT can be integrated with other management systems to maximize effectiveness. TrackIT’s ability to download information directly from FedEx and UPS makes the process of receiving pack-ages easier and more accurate.



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CRM, Database Mktg., Data Integration, Mktg & Automation, Mobile Device Tech., Surveys & Guest Response, Internet Res.

ZDirect1920 E Hallandale Beach Blvd.STE 502 Hallandale Beach, FL 33009888.962.4548 [email protected]

Products: ZDirect, one of hospitality's email service providers, recently enhanced its ZMail® electronic communications platform to give hoteliers new ways to optimize their limited resources using hotel marketing automation and leveraging Big Data. Hotel marketing automation streamlines workfl ow by removing redundant tasks and improving labor management, making marketing staff more effi cient. ZMail centralizes hotel data to give marketers a 360-degree view of guest booking data, stay preferences and purchas-ing behavior. This gives hotels a competitive advantage, more effective marketing and increased revenues.

Mobile Communications, Wi-Fi, VoIP, VoWi- Fi, Wireless, Wearable, Smartphone Application

Vocera Communications, Inc.525 Race StreetSan Jose, CA [email protected]://www.vocera.com/industry-solution/hospitality

Products: Vocera empowers hotel staff by instantly connecting them to people and information they need. Vocera provides the ability to call by role, group or staff member without the need to know a phone number or location, using a hands-free, wearable badge or Vocera Collaboration Suite on a smart-phone. Vocera delivers integrated, intelligent solutions that adapt to the context of dynamic situations delivering distinctive guest experi-ences, higher guest satisfaction scores and exceptional Trip Advisor rankings.

Website Design, Mobile Websites, Search Mktg., Social Media, Email Mktg., Content Development, Res. Syst., GDS Connectivity

Vizergy®

4237 Salisbury Road N, STE 200Jacksonville, FL 32216800.201.1949 Phone904.899.5809 [email protected] www.vizergy.com

Products: Vizergy® offers award-winning website development and digital marketing services tailored specifi cally to the hospitality industry. For more than a decade, the company has provided digital marketing solutions for thousands of branded and independent hotels and resorts and hotel management companies to help them effectively increase online rev-enue. Vizergy offers complete Web presence management including website and mobile website design, search marketing, paid search marketing, online strategy development, social marketing, email marketing, reservation services, GDS connectivity and other digital solutions.



iTesso ..........................................................21, 66Just in Time .....................................................130Kaba ..............................................................7, 96Knowcross Solutions..........................................96Lodging Conference .........................................171MaximRMS ................................................98, 139Merchant Link ...........................................99, 137MICROS ...............................................23, 67, 100Moreton Bay Technology Pty Ltd ......................100Multi-Systems, Inc. (MSI) ............................37, 67NAVIS .................................................................31NEC .................................................................129Newmarket ..................................................5, 101Nor1 ................................................................117NORTHWIND-Maestro PMS ....................... IFC, 68NTT Data .........................................................165PAR Springer-Miller Systems ....................... 69, BCPasskey International, Inc........................102, 103PhoneSuite® ....................................................102Ponterra ............................................................57POST Integrations ............................................135PriceMatch ........................................................59The Rainmaker Group ...............................11, 104RedRock Software ...................................105, 131ResortSuite ....................................................1, 70RHR Systems, Inc.............................................106RoamingAround, LLC .......................................106Sabre Hospitality Solutions ................71, 107, 123Samsung ............................................................27Sceptre Hospitality Resources ....................22, 108Shift4 Corporation ...................................109, 133Sihot ..................................................................24SiteMinder .................................................55, 109SkyTouch Technologies......................................41SONIFI ...............................................................17StayNTouch Inc. ...............................................110Systems Associates, Inc. ...................................147Teledex ............................................................161Teradata ............................................................40Thing5 .............................................................159TrackIT, LLC ....................................................112tracNcare ................................................113, 145Umapped .........................................................173Vecima ..............................................................50VingCard Elsafe®........................................29, 113Vizergy®...........................................................114Vocera Communications, Inc. ....................39, 115ZDirect, Inc. ..............................................19, 116

Adaco, Inc. ........................................................72Agilysys ....................................................3, 64, 72Amadeus IT Group S.A. ......................................73Aptech Computer Systems, Inc. ...................74, 75Blueprint RF ......................................................76Book4Time ........................................................76Brandstand ........................................................44Bright House Networks ......................................49Bulk TV & Internet™ ..........................................45CENDYN.........................................................9, 77Cenium ........................................................64, 77ChannelRUSH ....................................................78Chetu ...........................................................78, 79The CIO Summit ................................................97Clairvoyix...........................................................80Clear Sky Software, Inc. ...............................63, 80Comcast Business ..............................................15Data Plus Hospitality Solutions...................81, 149Datavision Technologies, Inc. ....................82, 163 Digital Alchemy, LLC ....................................33, 83Duetto Research ..............................................143Eleven Wireless, Inc...........................................83ENG Infotech ...................................................146Enseo ................................................................47eRevMax ............................................................84FCS Computer Systems ...............................86, 127Flip.to ........................................................87, 153Genares Worldwide Reservations Svcs. ..............87G-LINK™ ..........................................................169Guest-tek™ ........................................................88Guestware® .......................................................89Handheld Hospitality™ .......................................89HeBS Digital ......................................................90Hewlett-Packard ..............................................125HFTP, HITEC ................................................35, 91Hospitality Technical Services (HTS) .................92Hotel-Online ....................................................111Hotwire .......................................................43, 92iavi ....................................................................51IH/M&RS ...........................................................85Immersion Companies.....................................138Indra .................................................................28Infor .................................................... 65, 93, IBCIngenico ............................................................25INNCOM ............................................................13InnLink/Trust International................................94Interactive Sites ...............................................141InvoTech Systems, Inc........................................95

TECHNOLOGY Participants



R I C H ' S

J U N K M A I L

HOLEY MOSES

A preacher decides to skip Sunday services and go to the golf course to play a few holes. When he gets there, he discovers there isn't anybody else around, and he has the entire course to himself.

But it turns out he had witnesses. It seems God and Jesus are keeping an eye on him, and they don't approve of him skipping church.

“Look at that guy,” Jesus says, “He should be in church instead of out there on the golf course. Let me hit him with a lightning bolt or something.”

“No,” God says, “I've something else in mind for him. Watch what happens when he makes his next shot.”

The preacher sets up a ball, and drives it off the tee. It sails 250 yards and lands squarely in the hole.

“What kind of punishment is that?” Jesus exclaims. “That has to be one of the greatest golf shots in history!”

“That's right, indeed it is... and because he's alone, he can't tell anyone.”

JUST ONE MORE... OR ELSE

A cowboy rode into town and stopped at a saloon for a drink. Unfortunately, the locals had a habit of picking on strangers. So when he fi nished his drink, he found his horse had been stolen. He went back into the bar, handily fl ipped his gun into the air, caught it above his head and fi red a shot into the ceiling. “Which one of you sidewind-ers stole my horse?” he yelled.

No one answered. “All right, I’m gonna have another beer, and if my horse ain’t back outside by the time I fi n-ish, I’m gonna do what I done in Texas!” he announced. “And I don’t like to have to do what I done in Texas!”

Some of the locals shifted restlessly. The cowboy had another beer, and after a little while, he walked outside. His horse was back. He saddled up and started to ride out of town. The bartender, curious about the cowboy’s past, wandered out of the bar and asked, “Say partner, before you go… what happened in Texas?”

The cowboy turned back and said, “I had to walk home.”

LUCKY NUMBER SEVEN

After leaving the racetrack Bill bumped into his old friend Peter on the bus.

“Say, how’s it going?” Peter asked. “Going?” the man said. “You want to hear one of the

most amazing things that ever happened? Tell me, what’s today’s date?”

“July seventh,” Peter said. “Right,” said the man. “The seventh day of the seventh

month. I go to the track at seven minutes past seven. My son is seven years old today, and we live at number seven, Seventh Avenue.”

“Let me guess,” Peter interrupted. “You put every-thing you had on the seventh horse in the seventh race.”

“Right,” the man answered.“And he won!” Peter exclaimed.“No,” the man said. “He came in seventh.”

FIDDLING AROUND

A nun was going to Chicago. She went to the airport and sat down waiting for her fl ight. She looked over in the corner and saw one of those weight machines that tell your fortune. So, she thought she would give it a try just to see what it would tell her.

She went over to the machine and put a quarter in, and out came a card that said, “You weigh 128 pounds and you are going to Chicago, Illinois.”

She sat back down and thought about it. She told her-self it probably tells everyone the same thing, but decided to try it again.

She went over to the machine, put another quarter in, and out came a card that said, “You weigh 128 pounds, you're a nun, and you are going to Chicago, Illinois.”

The nun couldn't believe it - she just had to try it again.

She went back to the machine and put her quarter in. Out came a card that read, “You weigh 128 pounds, you're a nun, you are going to Chicago, Illinois, and you are go-ing to play a fi ddle.”

The nun said to herself, “I know that's wrong, I have never played a musical instrument a day in my life.”

She sat down again. From nowhere, a cowboy came over and set his fi ddle case down next to her. The nun picked up the fi ddle and just started playing beautiful music.

Startled, she looked back at the machine and said, “This is incredible. I've got to try it again.”

She went back to the machine, put her quarter in and collected the card. It said, “You weigh 128 pounds, you're a nun, and you have fi ddled around and missed your fl ight to Chicago.”

DUCK, DUCK, GOOSE

A kindergarten teacher handed out a coloring page to her class. On it was a picture of a duck holding an umbrella. The teacher told her class to color the duck in yellow and the umbrella green, however, Bobby, the class rebel, colored the duck in a bright fi re truck red.

After seeing this, the teacher asked him, “Bobby, how many times have you see a red duck?”

And Bobby replied, “The same number of times I've seen a duck holding an umbrella.”

A better experience for everyoneGuests love great experiences. Your staf does too.

Infor’s award-winning hospitality software not only makes customer

service a pleasure for everyone, it makes optimizing revenue

and controlling costs easier as well. The results will show in your

customer reviews—and your profts.

Welcome to the future of hospitality

infor.com/hospitality

Visit us during HITEC, June 23–26 in Los Angeles, CA, to learn more.

Hospitality Upgrade 2014 Summer

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