1.SMART ISLAND II, TENERIFE, FEBRERO 2014SOLUCIONES EN HOTELES VICTOR M. ALVARADO | CHANNEL ACCOUNT MANAGER HOSPITALITY INDUSTRY, MOTOROLA SOLUTIONS

2. SMART ISLAND II, TENERIFE, FEBRERO 2014TRENDS IN HOSPITALITY? 3. SMART ISLAND II, TENERIFE, FEBRERO 2014TRENDS IN HOSPITALITY GUEST POINT OF VIEW? 4. 5 5. HIGHEST PRIORITY GUESTs CHOICE 6. HOSPITALITY WLAN ENVIRONMENTSQ: What is the status of the WLAN infrastructure deployed by your organization in each environment that applies? Maintain CurrentExpand or UpgradeGuest private areas - hotel roomNew Deployment 34%Office areas36%42%Total CurrentPilot 8% 8% 7% 5%29%70% 71%Guest public areas - lobby, recreation area33%30%11% 10%63%Restaurant/ Caf34%29%10% 7%63%Stockroom/ supply room52%Conference rooms10% 5% 7%33%Shipping & Receiving/ Loading Dock40% 0%20%30%62%7%4%63%14% 7% 5% 40%60%53% 80%100%70% of hospitality venues offer WLAN access in guest private areas and office areas. 63% cover public areas, restaurants and cafes and conference rooms. 53% have WLAN coverage in shipping/receiving areas. Expansion of coverage or upgrade is planned by approximately one third of enterprises in all areas except stockroom and receiving areas. 7. MOBILITY TRENDS FOR HOSPITALITY NEW OS CHOICES95% 80%MOBILE COMPUTERS USING LEGACY OS (MSFT) WORLDWIDE CELLULAR DEVICES SOLD ON ANDROIDWINDOWS CE AND WINDOWS EMBEDDED ARE ALREADY END OF LIFECONSUMER DEVICESMOBILE DEVICE TRENDS91%Hospitality decision-makers overwhelmingly recognize the increasing importance of mobileThe highest levels of mobile device users in hospitality75% 68%Facilities and Department Managers Customer ServiceSUPPORT EVERYWHERE55% DRIVING EMPLOYEE EXPECTATIONS OF DEVICE USABILITY BYOD CONCEPT INTERESTS CTOS EVERYWHERE * MOTOROLA SOLUTIONS MARKET BAROMETER HOSPITALITY90%US CONSUMERS OWN A SMARTPHONE (2012)WORKFORCE NOT CONNECTED TO OPERATIONS TODAYCONSUMERS BELIEVE EVERYONE SHOULD HELP THEM 8. MOBILITY TRENDS FOR HOSPITALITY CONSUMER DEVICESDRIVING EMPLOYEE EXPECTATIONS OF DEVICE USABILITY BYOD CONCEPT INTERESTS CTOS EVERYWHERE * MOTOROLA SOLUTIONS MARKET BAROMETER HOSPITALITYSUPPORT EVERYWHERE55% 90%US CONSUMERS OWN A SMARTPHONE (2012)WORKFORCE NOT CONNECTED TO OPERATIONS TODAYCONSUMERS BELIEVE EVERYONE SHOULD HELP THEM 9. SMART ISLAND II, TENERIFE, FEBRERO 2014TRENDS IN HOSPITALITY HOTELS PRESPECTIVE? 10. THE EXPERIENCE IS EVERYTHING GIVE YOUR GUESTS THE SERVICE THEY WANT AND THEYLL KEEP COMING BACK FOR MORE In the hospitality industry, details count. Rooms must be spotless. Dinner checks need to be delivered quickly and accurately. And nobody enjoys waiting in line. Equip your staff with mobile voice and data solutions so they can provide superior service on a consistent basis.Connect with Guests Know What Your Guests Want, Before They Do. Connecting with todays guest starts with knowing them better than ever before. They don't want to walk into your establishment, they want to walk into their establishment, where associates know who they are, what they want and what they didnt even know they needed. With technology from Motorola Solutions, hoteliers can create personalized experiences that connect with every individual guest, creating an engaging experience of visiting a establishment to create experiences that turn guests into advocates.Enable Associates You ask associates to do more than ever.With the right tools, they can.To engage the guest you need associates as informed as they are, and more connected than ever to ever corner of your establishment and to each other. Motorola Solutions give your associates anytime access to the right answer and the real-time know-how to be in the right place, right away. So when the moment matters they can deliver the experiences that turn guests into loyal customers.Empowering I.T. When IT doesnt have to do everything, they can do anything. A simpler network empowers your IT team to move beyond troubleshooting and unleash their true capabilities. With reduced complexity, and applications that are simple to deploy, manage and evolve, your IT team can spend less time keeping the parts connected and more time creating experiences that connect with guests. Set IT free and turn them into an innovation powerhouse that keeps your guests coming back. 11. BUT IT DOESNT END THERE.. Once the guest makes a reservation, a number of actions are executed. Guest Registration System is updated Property Management System is updated Customer preference is reviewed and room assigned Check In Check Out Guest Satisfaction Survey sentIn the end it is all about the Guest Experience..PAGE 12 12. CUSTOMER TOUCH POINTS THIS IS WHERE IS STARTS Ease of use Convenience Creation of Brand Loyalty Reduction of Costs Opportunity for Investment MultiplierPAGE 13 13. PROXIMITY AWARENESS 43 NX95005WAN12 CRM1. 2. 3. 4. 5.Customer Arrives Onsite Wi-Fi Device is Observed Active In the Air No Connectivity Required handheld probing is sufficient Motorola AP w RadioShare, AP/Sensor or Sensor Observes the Device Active in Airspace Controler (NX9500) Registers Device as Newly Observed API Notification Sent to Backend Systems CRM/Application Takes Action 1. Welcome greeting, coupons, message to store associate, offers or suggestions based on age, sex, past purchases, time of the year, weather, time of the day 2. Special order available, would you like it brought to the check out, would you like the pharmacy to get your prescription ready to save another trip. 3. No messages just know how many times the customer is there for day of week adjusted customer home mailings, 14. ENHANCED CUSTOMER EXPERIENCE AND BUSINESS INTELLIGENCE Proximity Awareness Who is IN my Hotel location? When did they arrive? What do they need? How long have they been waiting? Where are they dwelling?. When are they NEAR my Hotel location Multichannel Retailing Trends Mobile Applications In hotel digital experiences Social media interaction Couponing Mobile Payment Location Based Services 15. STAFF COMMUNICATIONS & MANAGEMENTBENEFITS OF VoWLAN COMMUNICATIONS Enhances Guest Increases associate experience efficiency and effectiveness Improves customer service Increases sales through fewer abandoned calls and Increases Guest walkouts satisfaction and retention 16. HOWEVER POOR STAFF COMMUNICATION REMAINS AN OBSTACLE TO SERVICE EFFECTIVENESSMOST TASK ASSIGNMENTS ARE VERBALSUPERVISORS FIND IT HARD TO KEEP TRACK OF TASK STATUS MOST SUPERVISORS HAVE NO OBJECTIVE PRODUCTIVITY METRIC ON TASKS ASSIGNED ASSOCIATES MAY BE CONFUSED REGARDING TASK PRIORITY 17. SMART ISLAND II, TENERIFE, FEBRUARY, 2014ENTERPRISE MOBILITY SOLUTIONS DEVICES FOR HOSPITALITY 18. HANDLE ALL THE DEMANDS OF HOSPITALITYHELP YOUR STAFF SERVE YOUR GUESTS BETTER On The Spot LoyaltyENABLE MOBILE CHECK-IN During High Check-In PeriodsPERSONALIZE THE STAY WITH MOBILE CONCIERGE Bring Your Offering of Guided Services to the GuestMOVE THE SITE MANAGER FROM THE OFFICE TO THROUGHOUT YOUR PREMISE Mobile managers & electronic dashboard 19. EMPOWERING DECISION-MAKING, ENHANCED PRODUCTIVITYHELP YOUR STAFF HELP YOUR CUSTOMERS Targeted at worker who does not have a device or a Pager Housekeepers, Wait Staff, Pool or Course StaffLEVERAGE YOUR MOST VALUABLE RESOURCES: YOUR STAFF Automated Workforce and task management , with PTTALLOW EVERY ASSOCIATE TO PERFORM ANY TASK Task Assignment by Location, Cross-Premise Task Transfer 20. STAFF EFFECTIVENESSOPERATIONAL EFFICIENCY RECEIVINGCONNECTED STAFFREPLENISHMENTINVENTORYMOBILE COMMERCEMOBILE MANAGERRETHINKING STAFF COMMUNICATIONS, REFINING PRODUCTIVITY WORKGROUP COMMUNICATIONS AND ALL TOUCH PRODUCTVITY Consumer-grade interface, enterprise productivity and enterprise communications.DESIGNED FOR HOSPITALITY PRODUCTIVITY Physical PTT, VOIP and Inventory Scanning Buttons, Android Interface, Enterprise Security Mobile POS Voice/PTT Workforce Management Email/desktopPool, Lounge, Restaurant, Convention, Premise 21. SMART ISLAND II, TENERIFE, FEBRUARY, 2014SUMMARY 22. GROWING IN IMPORTANCE LOCATIONING (STAFF) SECURE ACCESS (STAFF & GUEST) MOBILE SALES & CATERING MOBILE CONCIERGE MOBILE POINT OF SALE PROXIMITY MARKETING(BYOD) 23. OUR FOCUS Enable mobility for hotel staff and guests Take a holistic approach to voice and data Provide the right device for the right worker Enable personalization 24. TAKING A HOLISTIC VIEW Staff Communications Guest Room Services HSIA laptop, PDA, mobile phone Voice/PTT Workforce ManagementBack of House Inventory Asset Tracking Mobile POS Cashless PaymentConference Room/Public Wireless T5 Powered over Cat3 Wireless/ Wired WallPlate Designed for guest room installation 802.11 nAP6511 Ethernet Wireless/ Wired WallPlate Designed for guest room installation 802.11 n High Throughput for 100s of Clients Load Balancing, Enterprise Security Mobility Applications (Event Management)AP-8132 Dual Band 802.11n 3x3 MIMO Voice, HD Video capacityAP6532RF-SwitchIndependent Site Survivable Integrated Antenna Dual Radio High Capacity 25. TRANSFORMING THE HOTEL Robust Guest HSIAVideo SecurityWireless SecurityHigh Bandwith WiFi Meeting Rooms & EventsSeamless Communications Data, PTT, Voice17941869Proximity/Location based Marketing 26. IMPROVING THE GUEST EXPERIENCE WITH GUEST ACCESS AND LOCATIONING Give guests a personalized greeting upon arrival Customize food and beverage promotions based on loyalty and past activities Provide secure guest access and conduct transactions throughout the facility (guest rooms, convention and meeting rooms, and poolside) Learn about guest behaviorINCREASE REVENUE OPPORTUNITIES AND INCREASE LOYALTY 27. GRAND HYATT KAUAI SOLUTION HARDWARE Installed HP 24/48 POE switching architecture Installed 6511 and 6510 to all guest rooms (used a 1:3 ratio) Installed AP622 to all meeting, public and admin spaces Installed AP7161 to cover large spa and beach areas Installed MC802 T3 solution for all retail spaces SUMMARY January 2013 guest satisfaction survey reflected a 180 degree turn in customer satisfaction Trouble ticket count down below 50 tickets in December 2012 compared to over 200 in August 2012 before installation Property wide RF coverage including the edges of the white sand beachesPAG E 28 28. MARRIOTT WORLD CENTER SOLUTION HARDWARE Meeting space; Installed (179) 8132s Outdoors/Pool Area; Installed (5) AP6562 Outdoor APs We had 2000 simultaneous users on during their GM conference May 2013 SUMMARY With this solution they can recognize revenue internally instead of passing it on to a third party using management tools from Guest-Tek Plan to deploy T5 in the 2000 guest rooms in early 2014-- will save them $800k in re-cabling.PAG E 29 29. SMART ISLAND II, TENERIFE, FEBRUARY, 2014GRACIAS