Done By:BettyGladysStacieYiWenHanLoon

School of Business Management 

Diploma for Hospitality & Resort Management

  BM0927

ICT 

ICA 1 Project: Hotel Technology

Introduction

• Technology advancement

• Hoteliers constantly keep themselves updated

• 2 state-of-the technologies

• Study the feasibility of placing a self-service kiosk

Virtual Concierge

Biometric Guestroom Safe

In-Room Technology

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.

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

Impress guests

Meet the ever-changing needs of guests

Able to track guest requests

Personalized service

Competitive advantage over the other hotels

Advantages

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

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%

Biometric finger print scanner

Illuminated LCD display with visual and audio instruction steps for operation of safe

Motorized bolt for ease of use

Step 1: Enrollment stage

Step 2: Creating Template stage

Step 3: Matching Stage

Able to override system Ensure personal responsibility by

recording user information. Prevent misuse of the BiMax Capable of running an audit

check

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

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

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

Virtual Concierge› Cost Saving› Improve the service standards › Get needed information instantly› Able to shop in their room› Increasing the room revenue

Using Biometric Safe› Conrad› The Icon Hotel › Hilton Hotels

Virtual Concierge› Holiday Inn› The Diamond Hotel, Dubai Sports City› Hotel So, New Zealand

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

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

Self-service Check-in KiosksSelf-service Check-in Kiosks

•Comes in 2 forms

• Stand alone Kiosk

• Integrated into hotel design

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

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

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

Convenience› Saves time› Time=Money

Multi-language› Cater to different nationalities› Carry out transactions in the language of

their choice

Control› Alternative option › Prefer to do it by themselves › Privacy

Meet the challenges of high turnover of staff and maintain good customer service

Operational efficiencies› Redeploy resources to other key areas

Reduce staffing needs› Costs savings

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

Difficulties for first time user

› Problems arises

› Need additional staff

Usage of kiosk increases in other industries

Advanced technology Change in consumers’ attitudes

Tech-savvy business travelers› Speedy and convenient

Older consumers› Uncomfortable › Lack of trust