Blog 5: Hotel 1000 Takes Tech to New Levels

Abigail A Lorden. Future Proof: Hotel 1000 Takes Tech to New Levels. June 6,
2008.

http://www.htmagazine.com/ME2/dirmod.aspsid=&nm=&type=MultiPublishing

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MTM Luxury Lodging operates 8 properties all across the United States, but
when building Hotel 1000, they new that they were going to need to get more
technologically savvy because of the city they were located in, which is Seattle.
After opening in 2006, the hotel quickly became the leader in RevPar in that
area. The property is now taking a look at the future and what other
technological advances they might want to have. A few of these include fiber
high speed internet for fast upload and download speeds, climate control, which
can detect movement among the room and adjust accordingly, more in room
entertainment including HD LCD televisions, iPod’s and laptops, and finally
improving staff communication property wide. The upgrade in staff
communication allows employees in the front line to instantly report to
maintenance or service. They will use a hands free badge, which has instant
voice and data communication. This system is much like using a hands free cell
phone, but more convenient and less expensive. All of these improvements
however are working towards a main goal of improved customer service for
technology throughout the entire hotel. Hotel 1000 wants to ensure that guests
have control and leverage over new applications and developments so that they
are the most technologically advanced.

I think that although Hotel 1000 is already the leader in RevPar in their area,
that they will continue to be even more popular and successful. I think is due in
large part to their differentiated product. Not many hotels in their area have
implemented these advanced technologies to the extent that Hotel 1000 has.
They have taken technology in hotel rooms to a new level, allowing employees
easier and more efficient communication, and allowing guests control and
leverage on their accommodations. The customer experience will be very much
enhanced by the new level of entertainment that is going to be placed in rooms
including the iPod and laptops. This alone will be a huge draw to the business
crowd. The high speed Internet will also help with customer satisfaction. Giving
employees in the back and front of the house easier communication paths will
speed up process that used to take longer. Overall, I think that Hotel 1000 is
obviously on the right path and now they just need to fine tune their property
and continue to make technological advances.

Blog 4- 5 Tips

Peter B Paasch. Know Your Tech Needs: 5 Tips all Franchisees Should Know

7/1/2008. http://www.htmagazine.com/ME2/dirmod.asp?sid=&nm=

&type=MultiPublishing&mod=PublishingTitles&mid=3E19674330734FF

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This article explains the top 5 tips that franchises need to know for technology initiatives. The first one is to stay involved. It says that all companies need to regularly meet to discuss their technology updates. Next, understanding the technology is very important. Some research may need to be done to make sure your franchise is up to the franchisors standards and that everything runs smoothly. Next, the article says not to believe the hype. This means that companies can go ahead and implement other types of technology that will help the company without talking to the franchisor, but making sure the franchisor is up to date about what is going on in the end. The fourth tip is to be prepared. The article describes this tip as being up to date, keeping your CEO franchiser up to date, and understanding that needs to be done and preparing it before it is due. Finally, the fifth tip this article gives is that it is not all bad. This means that although many companies do the same thing, they are made up of different procedures and standards.

I think that all of these tips seem to be very helpful, but I think the article should have gone into a lot more detail on what specifically the tips mean. I think more examples could have been used to give a more clear view of what the author was saying. I do agree with the fact that companies and franchises alike need to be prepared in everything they do and be updated on all of the technology. By being updated, no problems can occur and everyone will know what is going on and the procedures to get their jobs done in a timely fashion.

Blog #3- Dealerless Poker

Summary

Casinos have been making changes to update there style, but although these changes are convenient for customers, they are all not necessarily done just to satisfy customers. Instead, automatic paper towel machines are used so that customers don’t use too much and automatic sinks are used to cut down on water waste. Although customer do receive benefits, these changes mainly are to help the casino. In addition to these smaller improvements, casinos have now taken a step to use automatic gaming tables. For years, slots have been used and are automatic. There is no way for a player to cheat the system, because all cash transactions are made electronically. Unfortunately, casinos were losing money on gaming tables such as black jack and poker. Now, casinos are realizing the need for electronic gaming tables. This will ensure that money taken in and given out is done electronically so that there are on errors. In addition, by having these gaming tables electronic, there is no way for a player to cheat. Finally, buy cutting down on dealers, there is no need to pay for labor and the systems can be integrated into the slot machine for accounting and tracking members.

Reflection:

Overall, casinos appear to be upgrading and catering to the needs of their customers, but in reality, they are the ones benefiting from these new technologies. I think that this new technology is a great idea for casinos to implement. When gambling through a dealer, there are so many risks. The dealer can mess up, wrong money may be exchanged, or players may even cheat. By avoiding having a dealer all together, all of these risks can be eliminated. I have never gambling myself, but from all of the problems that can arise, I think it would be in a casinos best interest to do away with dealers and turn to electronics. Also, by cutting down on the amount of dealers, there is a great decrease the amount of labor that needs to be paid. Casinos have already seen benefits of electronic gaming through slot machines, so they know that electronic gaming tables will not fail. In general, the casino is saving money and benefiting from the new electronic gaming tables, while making customers think it is all in their best interest.

Geoghegan, B. June 1, 2008. Dealerless Poker. Casinos Reduce Risk with Automated

Table Games. July 25, 2008. Hospitality Upgrade Magazine. http://www

.hospital ityupgrade.com/_magazine/magazine_Detail.asp?ID=300

Let's Get Personal- Blog #2

Let’s Get Personal

Summary: This article discusses how you can give the best possible service to every guest so that they are sure to return. Customer relation management is growing strong through websites and email. The internet is where most people get their first insight on the property, whether it is through other peoples posted comments or the main website. The article says that there are two benefits to customer relationship management. These include encouraging repeat business and trying to find new guests. In order to do this, hotels need to have an up to date, detailed customer profile for each customer so that they feel unique, and will return. When making a guest profile, a hotel should include the guests behavioral information, which includes what type of room and activities they enjoy, preferences, inferred information obtained from surveys, and public data. Advertising is a way for hotels to find new customers. In addition to these customer profiles, repeat guests like to be recognized by name and personalized emails also help to make the guest feel appreciated. These personalized emails are a great way to upsell and upgrade your customers. Finally, the article says that for great customer relationship management, hotels need to do whatever it takes to please a guest even if it seems they will not be a repeat guest.

Reflection:

I agree with this article. I could relate to this article very well considering I have been on both sides, being a guest and being a staff member at a hotel. This article really pushes the fact that good customer relationship management is a way to get repeat and new customers and I agree with it completely. Through all of the classes I have taken in school, customer relationship management is always a key focus. I have learned that even the smallest efforts can make a guest feel special and unique. From working at the Marriott on campus, I have experiences this first hand. People love when they are recognized by name and appreciate when the receptionist knows what type of room they like before they even ask. I have also experienced this from the other point of view, being a guest. I think that staying at a hotel is much more enjoyable when you feel as though the staff is doing everything in their power to satisfy you. One memorable experience was a cruise that I went on. Onboard the ship, the cleaning crew, room service, and waiters knew a good deal about me including all of my likes and dislikes. It made me feel important.

Inge, J. June 11, 2008. Let’s Get Personal. July 25,2008. Hospitality Upgrade.

http://www.hospitalityupgrade.com/_magazine/magazine_Detail.asp?ID=297

Blog 1- Payment Decadence

Article Summary:

In the United States, points of sale systems are being upgraded to become portable. Now, printers and payment systems no longer have wires and are easily transported to table sides. These systems are light weight and easily fit in an apron. For customers, this is a huge benefit because many people are worried about identity theft. By using these table side POS’s the customer never has to give their credit card to someone else and it is always in their sight. When the waiter inputs the customer’s credit card into these mobile POS system, there is extra security so that the customer’s information is immediately deleted so there can be no usable data. Also, using these portable device machines cuts down on wait time for the customer and saves a server the time it would take to go to a POS system.

Another system that is being used for self service paying is a table top media device. One is placed on every table so the customers can pay at any point during their meal. Customers may also split the bill, add a tip, and email their receipt to themselves. Finally, the machine is used for taking surveys and advertising specials. One company advertised guacamole and how it was made and found that their sales on guacamole increased tremendously.

Reflection:

I think that table side or on the table POS systems and payment systems are very reasonable and will become a standard in the near future. I have had multiple experiences where I have been waiting for my check for a lot longer than it should have taken to get. I think that the table top systems will be a great way to cut down on wait time. Also, allowing customers to pay at any point in the meal is a good idea. The added features of advertising, surveys and the ability to split and email checks is very customer friendly. By advertising different specials like dessert, drinks, or meals, sales will increase and customers will be more inclined to by the items. Finally, using these portable or table top system will cut down on time for the servers. They will no longer have to wait for a table to split up the bill and figure out who owes what and the servers also will not have to run back to the POS stations to make payments. I think that these systems are a great idea that are very practical and will be used on a daily basis.

Tammy Mastroberte. Hospitality Technology. Payment Decadence: Pay-at-Table Tech Takes

Hold. Hospitality Technology. June 10, 2008. https://mycourses.udel.edu/SCRIPT/

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ERIN MILLER

ERIN MILLER