Done By: Betty Gladys Stacie YiWen HanLoon 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 PortigoRoomwithnet Examples 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 % to %

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 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 › otions/es_kiosks/index.jhtml 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