Done By: Betty Gladys Stacie YiWen HanLoon School of Business Management Diploma for Hospitality &...
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Transcript of Done By: Betty Gladys Stacie YiWen HanLoon School of Business Management Diploma for Hospitality &...
![Page 1: Done By: Betty Gladys Stacie YiWen HanLoon School of Business Management Diploma for Hospitality & Resort Management BM0927 ICT ICA 1 Project: Hotel Technology.](https://reader036.fdocuments.in/reader036/viewer/2022070409/56649e7b5503460f94b7d1bd/html5/thumbnails/1.jpg)
Done By:BettyGladysStacieYiWenHanLoon
School of Business Management
Diploma for Hospitality & Resort Management
BM0927
ICT
ICA 1 Project: Hotel Technology
![Page 2: Done By: Betty Gladys Stacie YiWen HanLoon School of Business Management Diploma for Hospitality & Resort Management BM0927 ICT ICA 1 Project: Hotel Technology.](https://reader036.fdocuments.in/reader036/viewer/2022070409/56649e7b5503460f94b7d1bd/html5/thumbnails/2.jpg)
Introduction
• Technology advancement
• Hoteliers constantly keep themselves updated
• 2 state-of-the technologies
• Study the feasibility of placing a self-service kiosk
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Virtual Concierge
Biometric Guestroom Safe
In-Room Technology
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Technology trend’s impact on concierge
Portigo RoomwithnetExample
s
Virtual concierge
Branded as a hotel service Rich content with an easy-to-use in-room
interface. Track guest requests until they are fulfilled, and
make reservations even before a restaurant opens.
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Portigo
12-inch Touchscreen kiosk & telephone
Free services and optionally purchased products & services
Delivers hotel information E.g. Hotel Facilities
Localized information of hotel nearby options
Function of personal computer & access to internet
Virtual concierge
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Impress guests
Meet the ever-changing needs of guests
Able to track guest requests
Personalized service
Competitive advantage over the other hotels
Advantages
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Lack of personal touch
Technology will obsolete over time
Guests may not choose to stay in the hotel due to a hotel’s latest technology
Disadvantages
![Page 8: Done By: Betty Gladys Stacie YiWen HanLoon School of Business Management Diploma for Hospitality & Resort Management BM0927 ICT ICA 1 Project: Hotel Technology.](https://reader036.fdocuments.in/reader036/viewer/2022070409/56649e7b5503460f94b7d1bd/html5/thumbnails/8.jpg)
Cost ranges from $300 to $1000 depending on the brand and size of the safe
cost three to four times more than a non-biometric safe
(FAR) ranging from 0.0001% to 0.0005%
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Biometric finger print scanner
Illuminated LCD display with visual and audio instruction steps for operation of safe
Motorized bolt for ease of use
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Step 1: Enrollment stage
Step 2: Creating Template stage
Step 3: Matching Stage
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Able to override system Ensure personal responsibility by
recording user information. Prevent misuse of the BiMax Capable of running an audit
check
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Provide positive experience for forgetful guest
Trouble-free and simple to use Able to run audit check Save guests time Higher level of security Reduce liability claims
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Cost three to four times more than a non-biometric. › Costly to switch excising safe to biometric
safe Reader unable to read guests finger
print Difficult to perform recovery of system
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Biometric Safe› increases the occupancy rate› attract guests with certain profession › boost as a unique selling point for
hotel› affordable and user friendly› drives costs down while raising the
level of security
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Virtual Concierge› Cost Saving› Improve the service standards › Get needed information instantly› Able to shop in their room› Increasing the room revenue
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Using Biometric Safe› Conrad› The Icon Hotel › Hilton Hotels
Virtual Concierge› Holiday Inn› The Diamond Hotel, Dubai Sports City› Hotel So, New Zealand
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For Biometric Safe,› extended to door locks and self check-in
kiosk› Hence, reduce time taken› Play a part in the overall experience of
their stay
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Combining biometric system with virtual concierge› Enable to log into the virtual concierge by
using their fingerprint› Customers profile database› Backtrack records › Create customers loyalty & attract repeat
customers› Able to monitor sales figure
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Self-service Check-in KiosksSelf-service Check-in Kiosks
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•Comes in 2 forms
• Stand alone Kiosk
• Integrated into hotel design
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Easy to use21› Step by step flow
Efficient› Communication between kiosk and PMS› key encoder verification process eliminates
distribution of faulty keys.
Used in Hyatt Hotel & The Marriot
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IBM provides the hardware and software
The Kiosks has added features over the NCR Xpress Kiosk
› offering visual room selection,
› hotel services such as bundled high-speed Internet access and phone services;
› and the ability to review resort package options
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Demo for the kiosk › http://www.embassysuites.com/en/es/prom
otions/es_kiosks/index.jhtml Allows guests to try system creating
acceptance
Used in the Hilton Embassy Suites
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Convenience› Saves time› Time=Money
Multi-language› Cater to different nationalities› Carry out transactions in the language of
their choice
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Control› Alternative option › Prefer to do it by themselves › Privacy
Meet the challenges of high turnover of staff and maintain good customer service
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Operational efficiencies› Redeploy resources to other key areas
Reduce staffing needs› Costs savings
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Lack of human touch › Interaction is reduced › Integrating personal touches at each point of
customer interaction
Difficult to differentiate from competitors › Functionalities and service level will be the
same› Better technology, more innovative and cost
effective
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Difficulties for first time user
› Problems arises
› Need additional staff
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Usage of kiosk increases in other industries
Advanced technology Change in consumers’ attitudes
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Tech-savvy business travelers› Speedy and convenient
Older consumers› Uncomfortable › Lack of trust
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