1. Hospitality Information Systems and Technology Back Office Systems Systems Security & Maintenance Downtime

2. Back Office systems Generally consists of four types Generally consists of four types Payroll/personnel systemsPayroll/personnel systems Accounting systemsAccounting systems Marketing systemsMarketing systems Executive Information SystemsExecutive Information Systems

3. Payroll/Personnel Systems Usually starts with an electronic time clock Usually starts with an electronic time clock Time clocks now allow easier transferring between departments Time clocks now allow easier transferring between departments Have multiple rates Have multiple rates Allow for instantaneous reporting of wages Allow for instantaneous reporting of wages

4. Up to date reporting is important Full service hotels generally spend 32% to 36% of revenue on direct labor Full service hotels generally spend 32% to 36% of revenue on direct labor Just reducing labor is not the answer Just reducing labor is not the answer Managing labor to make sure an organization has the right amount on hand to provide the necessary level of service Managing labor to make sure an organization has the right amount on hand to provide the necessary level of service Labor is often viewed purely from a cost standpoint – which can have negative impacts on guest satisfaction Labor is often viewed purely from a cost standpoint – which can have negative impacts on guest satisfaction

5. Use Your Tools Design a broader approach taking into account these key areas of impact Design a broader approach taking into account these key areas of impact Guest service levels and guest satisfactionGuest service levels and guest satisfaction Internal service levelsInternal service levels Employee satisfaction and retentionEmployee satisfaction and retention

6. Determine Your Objectives Up Front Focus on: Focus on: Cost reduction expectationsCost reduction expectations Integration of service standardsIntegration of service standards Impact on employee satisfaction / retentionImpact on employee satisfaction / retention

7. Keep in mind the following factors:  Executive sponsorship and support  Review labor cost figures continually on a departmental and classification basis  Departmental benchmarking  Skill assessments and effective training  It’s good for the employees – let them know it  Do it now

8. Key to effective labor management through uses of technology  Eliminates unnecessary work through processes  Helps organizational structures find opportunities to improve effectiveness  Sets and monitors labor standards  Assists in forecasting & scheduling  Helps in analyzing data

9. Accounting Systems  The back bone of financial reports  Usually contains:  General ledger  Statement of operations  Departmental statements  Balance sheets  Accounts receivable  Accounts payable

10. Marketing Systems  Sales & Catering Systems  Internet / Web Sites

11. Executive Information Systems  Gives management the ability to turn large amounts of operating statistics & property data transactions into consolidated information  Quick overviews for better, timely decisions  Can be important as revenue management, guest satisfaction and properly targeted CRM marketing campaigns

12. Types of Reports Daily Revenue Reports Daily Revenue Reports Forecasting Forecasting Payroll Management Payroll Management Consolidated Reporting Consolidated Reporting

13. Some Topics to Address in an EIS System Infrastructure needed Infrastructure needed What level of approval and ROI is needed to get the project rolling What level of approval and ROI is needed to get the project rolling Any new emerging technology? Any new emerging technology? Maintaining your competitive advantage Maintaining your competitive advantage

14. Infrastructure The best systems are built from the ground up The best systems are built from the ground up Connect all systems together – PMS, POS, CRS, GDS, Sales & Catering, Payroll Connect all systems together – PMS, POS, CRS, GDS, Sales & Catering, Payroll

15. Making a More Efficient Manager Instant access to data Instant access to data Yesterdays payroll costsYesterdays payroll costs Bookings by market segmentBookings by market segment ForecastingForecasting Average check trendsAverage check trends

16. What ROI might you expect? Payroll Payroll Automation Automation Productivity enhancements Productivity enhancements Forecasting and budgeting process Forecasting and budgeting process

17. Systems Security & Maintenance Detailed guest and operational statistics are among the most valuable of any property’s assets Computer data is much more comprehensive than manual data, but can be much more vulnerable

18. Dangers to All Types of Data Dangers to electronic data – Physical dangers Fire, flood, etc. – Additional dangers Flexibility and interconnections open databases up to more outside threats, either deliberate or random Need to reach a happy medium in security & functionality

19. “ The only completely secure system has no inputs or outputs, is encased in concrete, and lies at the bottom of the sea” Real world systems interact with the outside world

20. Main Threats to Computer Systems Human fallibility Environmental Electronic Operational

21. Human Fallibility The weakest link in system security – Software is written by people – Data entry errors – Dishonesty

22. Environmental Situations or events that threaten the structure of the system – Fire – Flood – Wind – Rain – Power losses – Loss of network connections

23. Protections Against Environmental Concerns Fire – basic physical security. Smoke detectors, fire suppression systems Floods/Water Damage – Locate the computer room away from outside walls or in the basement. Install double ceilings. Power failures – UPS, backup generators, dedicated power circuits, line conditioners, surge protectors

24. Protections Against Environmental Concerns Network communications – include a secondary means of communication Practice – learn to run on a manual system

25. Protections Against Electronic Concerns Outside attacks from hackers or viruses receive the most publicity Most successful attacks are “in house” by someone exploiting holes in standard software, or taking advantage of “wide open” PC’s and servers

26. Protections Against Operational Concerns Data entry errors Carelessness E-mail attachments

27. Patches to fix software holes are readily available, yet not kept up to date

28. It is important to keep up to date on software developments and should be a vital part of any property’s system maintenance plan

29. Security in Everyone’s Responsibility Security is not just the system administrators job Even with the most current updates, anti- virus software & PC browsers set to identify risky attachments, all users must be trained to be aware & exercise good judgment about security risks.

30. Stay alert ! Scan any and all attachments with anti-virus software before opening

31. Precautions to Take Against Electronic Attacks Anti-virus software Firewalls Security patches

32. Anti-virus software Install it and use it! Update files should downloaded regularly Every two weeks is not too often Updates should be distributed to all workstations via sign on scripts

33. Hoax Viruses Chain letter type e-mail Do not contain damaging codes Like regular chain mail, clogs up the system by urging the recipient to keep passing it on

34. Firewalls A separate device or a software program (or both) that separates the property network and the Internet Restricts the types of messages sent in and out, and/or restricts access to certain web sites based on pre set parameters Can mask the availability of com ports on the server & IP addresses on network PC’s, hiding them from potential hackers

35. Denial of Service Attacks One of the most useful things a firewall can prevent Denial of service attack – small software programs downloaded by hackers to unsuspecting company servers, all triggered to activate at once sending messages to a single target server

36. Mobile Users Access through the firewall must be subject to specific authentication procedures, i.e. tightly controlled passwords, physical keys plugged into their laptops Can use a Virtual Private Network – Encrypts all messages using any Internet connection

37. Firewalls can track user activity A good monitoring system helping to keep everyone “honest” Should something go wrong, can be a very useful tool in tracking down the source

38. Security Patches Security patches are corrections to software code to close any “loopholes” that may be found by hackers to a system Should always be put in place as soon as they become available Never put a PC or server into service with default configurations or passwords

39. Other Items Modems – Individual workstations should not have local modems. All outside access should be routed through the company HSIA with the firewall in place Only exception – mobile users.

40. Network Documentation Network mapping software applications – auto detect and record all parts of the network, identifying which PC’s and servers are connected It has been known to find system parts in place but totally unsecured

41. Electronic Security is a never ending process Keep up to date Keep up to date Monitor developments Monitor developments Prioritize them for your property Prioritize them for your property Keep a sense of awareness about real versus suspicious threats Keep a sense of awareness about real versus suspicious threats Periodically invest into a security consultant to check vulnerabilities of your system Periodically invest into a security consultant to check vulnerabilities of your system

42. Security is Everyone’s Responsibility All users are responsible to some extent for maintaining the integrity and usefulness of the property’s data All users are responsible to some extent for maintaining the integrity and usefulness of the property’s data Education and reinforcement = policies and procedures Education and reinforcement = policies and procedures Multiple levels of security Multiple levels of security

43. Restricted Access All good systems can be set to restrict individual users access to various combinations of menu functions All good systems can be set to restrict individual users access to various combinations of menu functions Don’t want to restrict too much. Users must have access to all areas that affect their work Don’t want to restrict too much. Users must have access to all areas that affect their work Set up audit trails for program access Set up audit trails for program access Immediately remove password privileges for terminated employees Immediately remove password privileges for terminated employees

44. Policies and Procedures Establish and maintain written policies and procedures on system use Establish and maintain written policies and procedures on system use Require all users to sigh agreements on established policies and procedures Require all users to sigh agreements on established policies and procedures Raises security awarenessRaises security awareness

45. Typical Policies and Procedures Standard software only (company provided) Standard software only (company provided) No personal storage devices No personal storage devices Personal usage Personal usage Responsible use of passwords Responsible use of passwords

46. Computer Room Security Computer room security must be maintained at all times Computer room security must be maintained at all times Locate away from heavy traffic areas if possible Locate away from heavy traffic areas if possible Access on an “as needed” basis Access on an “as needed” basis Self locking door Self locking door

47. General Security Principles Regular system backups Regular system backups Complete system documentation Complete system documentation Security audit checklist Security audit checklist

48. Backups Two types Two types Manual operational proceduresManual operational procedures ElectronicElectronic Software & data backups – essential Software & data backups – essential Can get you up and running with minimal loss of information and revenueCan get you up and running with minimal loss of information and revenue Manual backups Manual backups For severe emergencies onlyFor severe emergencies only Downtime reports Downtime reports

49. Documentation Gain efficiency and peace of mind Gain efficiency and peace of mind Makes it easier to parts of the network & rebuild if necessary Makes it easier to parts of the network & rebuild if necessary One to cover hardware – physical schematicOne to cover hardware – physical schematic One to cover software – different applications and their interfacesOne to cover software – different applications and their interfaces

50. Security Audit Checks to see that every aspect of the operation is recognized and covered Checks to see that every aspect of the operation is recognized and covered Backup proceduresBackup procedures DocumentationDocumentation Physical accessPhysical access Password managementPassword management

51. Downtime Procedures No matter what precautions we take, there will eventually be a need for computer systems to be down It’s not a matter of if, but of when It’s not a matter of if, but of when

52. Two Types of Downtime Short duration – less than 8 hours Long duration – greater than 8 hours

53. Short Duration Downtime Causes / Reasons Regular system maintenance Regular system maintenance System errors of short duration System errors of short duration Power outages / weather Power outages / weather

54. Long Duration Downtime Causes / reasons Major system errors/ maintenance Major system errors/ maintenance Weather – hurricanes, tornadoes, floods, etc. Weather – hurricanes, tornadoes, floods, etc.

55. Short Duration Downtime Reports These reports should be run every day, at least twice a day, “just in case” Downtime reports should provide all essential hotel status & guest billing information Run sufficient copies for each department

56. Reports to run at a minimum In-house guest list Room availability list Expected departures list Expected arrivals list Guest ledger Guest credit status Cash basis Cash basis Approved credit Approved credit

57. Reports to run at a minimum Guest messages Room availability at least one month out Vacant room status (housekeeping) Guest folios Room change report Early departures All room status

58. Extended Downtime Status Guidelines – each property is different, o there is a need to “fine tune” guidelines to the specific property Key to running manually – GOOD COMMUNICATION Maintain guest service as much as possible

59. Quick Response Checklist Alert all management staff Shut down all systems as quickly as possible Distribute the most recent downtime lists Prepare for a manual audit Issue radios to management staff

60. Key management Staff Roles General Manager Systems Manager Front Desk manager Front Desk Supervisors Front Desk Agents Reservations Manager PBX Supervisor Outlet Managers HousekeeperController Night Manager

61. General Manager Oversees operations Makes and approves all operational decision – especially those affecting guest issues

62. Systems Manager Determines magnitude of problem – estimates down time Maintains status of all correctional activities in process Notifies response team of severity of situation, and recommends degree of contingency to implement Supervises repairs Keeps management updated

63. Front Desk manager Coordinates front office activity with systems & reservations mangers Supervises all front desk activity Monitors controls & audit trails Supervises runners Keeps outlets updated with guest information Documents observed / perceived operational problems for review / revision

64. Front Desk Supervisors Monitor and control registration functions Maintains room status control sheet Maintains walk in list Communicates status changes to housekeeping Supervises re-entry of data to system

65. Front Desk Clerks Control filing of guest charges and maintenance of current balances Supervise generation of source documents Assist with posting of charges

66. Reservation Manager Distributes updated room availability reports to all agents Supervises manual booking of reservations Maintains manual reservations files Maintains manual future rooms availability chart Maintains communication with outside reservation systems Supervises re-entry of reservations

67. PBX Maintains and updates telephone reference list with help of front desk Maintains manual message log Assures that messages are distributed to guests Forwards any phone charges to front desk for posting

68. Outlet Managers Coordinate contingency plan with systems manager Supervises manual operation of outlets Assists in balancing process Responsible for manual check distribution

69. Controller Coordinates accounting activity with the system manager Supervises accounting contingency plan Supervises all data reconstruction Assists front desk with maintaining guest ledger Monitors all cash and credit card activity

70. Housekeeper Coordinates manual room status control with front desk Establishes initial room status report Supervises vacant room inspections Supervises distribution of updated room status lists Supervises manual assignment of room attendants

71. Night Manager Performs regular audit functions Generates manual audit reports Balance all hotel accounts Assists in restoration of data

72. All Management Staff Remain in constant communication Regular inter department meetings Keep guests updated as much as possible

73. Returning to Automated Operations Process the first days work Make sure that any interface systems that were not down did not buffer information & begin automatic posting Perform a full rooms & operations audit Run a night audit process