Transcript Document

CHTP REVIEW
HFTP
Today’s Session Structure
 Four-Hour Review
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Designed for Exam Review
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Sectioned Same as Exam
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Breaks when needed
HFTP
What To Expect
 Multiple Choice and True/False
 4 Sections
 250 – Choose most correct answer
 70% Passing grade in each section
HFTP
Review Topics
 General Technology:
 Hotel Technology:
Network Administration
Emerging Technologies
Telecom
System Architecture
 Accounting / Payroll / HR
 Food and Beverage
 Lodging Applications
 Targeted Technology:
 Managing Technology:
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Facilities
Club Applications
Resort / Spa
Marketing / Web Applications
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Time and Attendance Systems
General Management
System Strategies
System Analysis and Selection
HFTP
General Technology
Section One
HFTP
Network Operating Systems
A combination of programs,
gives some computers and
peripherals the capability
to accepts request for
service across the
network, and provide
computers the capability to
correctly use network
devices.
HFTP
Network Operating Systems
 NT
 Server 2003
 Novell
 Linux
 UNIX (HP-UX/AIX)
HFTP
The O/S Kernel
 File Management
 Memory Management
 Peripheral Control
 Network Communication
HFTP
Network Design
 Connectivity
 Provides communications across a defined network.
 Advantages
 Data Sharing
 Application Sharing
 Device Sharing
 Communications (packets)
 Local Area Network (LAN)
 Wide Area Network (WAN)
 Metropolitan Area Network (MAN)
HFTP
Network Architecture
 Definition: The technique used
by a NIC/LAN adapter to control
access to a cable and cable
connectors.
HFTP
Network Architecture
Two Types:
 Peer to Peer: client-based
 Client Server: server based
 Have a higher startup cost than
peer to peer networks; provide
good control, backup, and
management of critical data;
offers security, data management,
fast response and room for
expansion, but DOES NOT need
all the software installed on
the server.
LAN
HFTP
 Definition: A configuration of
workstations that enables users in the
same office to share data, programs,
and output devices (such as printers).
 Cable Connections:
 Fiber, Twisted Pair, Coax, and Twinax
 Fiber Optics is used for the fastest possible throughput
at very long cable lengths
 Twinax is not the recommended line for moving large
data or video files.
 Connection type and speed:
 10Mbps, 100Mbps, 1000Mbps (Gigabyte)
HFTP
WAN
 Definition: Multiple connection of
computer networks, from building to
building, city to city, state to state, and
country to country utilizing DSU/CSU
router.
• CSU/DSU: Channel Services unit/
Data Services unit. Is used to connect
computers, video equipment, and
multiplexors to digital phone lines.
HFTP
WAN
 Connections type and speed:
 ISDN (128Kbs)
 offers the lowest overall circuit cost type of
service for connection of remote network sites
to a central location.
 T1 (1.5Mbps) and T3 (up to 45Mbps)
 The standard speed is NOT 100Mbps.
 NOT Associated Technologies
 NIC’s, Repeaters, Hubs & Apple Talk
Network Security
HFTP
 Network Login and Passwords
 Promptly change your password on initial
login for proper security procedures for
user-level passwords
 Single Sign-on
 Components of a single sign-on system
include authentication and a directory
service.
Network Security
HFTP
 PGP - Pretty Good Privacy
 Software that implements public key
cryptology that requires a key pair of both
a public key and a private key
 SSL – Secure Socket Layer
 Is built upon Public key encryption, Digital
Signature, and Digital Certificates, but NOT
Single Key system using substitution
encryption.
 To defeat SSL and PGP you would utilize Cryptanalysis,
Reverse engineer of the implementation, and Pass phrase
attack, but NOT insider security information.
Network Security
 SNMP –
HFTP
Simple Network Management Protocol
 an application layer protocol that facilitates
the exchange of management information
between network devices.
 Network File Access
 controls security rights for users files
 Biometric Technology
 Is capable of enhancing physical security
such as guest and employee entry.
HFTP
Firewalls
Software and hardware that filters and secures
your private network, allowing only authorized
access and transmissions of your internal data.
Computer Viruses
HFTP
 Malicious computer programs:
 Virus
 Unauthorized set of programmed code that
attaches itself to other programs.
 Worm
 Independent programs that may replicate itself
throughout the network.
 Trojan Horse
 Masquerades as a legitimate program but has
malicious software inside
 Are computer bugs a virus??
HFTP
TCP/IP
 TCP/IP – Transmission Control Protocol/Internet Protocol
 Is NOT a telecommunication communications protocol.
 TCP Packets:
 Are numbered so they can be reassembled in the correct sequence
at the destination.
 Are transmitted over the network as capacity becomes available.
 Forwarded across the network separately and do not necessarily
follow the same route.
 Do not contain destination addresses only.
 Header information includes
 Total length of the packet, destination IP address, Source IP
address, and Error checking information. DOES NOT include
sender’s login information.
HFTP
TCP/IP
 Packet Switching
 Checking for valid packets, destination address, best
route, assembling packets in order, but NOT for
data compression.
 Static verses Dynamic Addresses
 DHCP: Dynamic Host Configuration Protocol is used
to assign dynamic IP addresses on an as-requested
basis.
 3 Classes of IP Addresses
HFTP
IP Address Classes
 Class A
 ###. xxx .xxx . xxx (ex. 26.x.x.x)
(1-126).(1-254).(1-254).(1-254)
 Class B
 ### .###.xxx .xxx (ex. 172.16.x.x)
(128-191).(1-254).(1-254).(1-254)
 Class C
 ### .###.###.xxx (ex. 192.168.1.x)
(192-223).(1-254).(1-254).(1-254)
HFTP
Parallel Transmission
 Multiple channels to transmit several
bits of data at a time
 Timed pulses sent on other wires within
the same cable to coordinate the flow
of data
 Parallel ports, parallel cable, user
configuration of controller
 Over short distances -LAN
HFTP
Serial Transmission
 Single channel to transmit bit by bit
 Bits travel as a sequence over a single
wire with start and stop bits to
coordinate data flow
 Serial cable, serial ports, user
configuration of controller
 Long distances - telephone transmission
Modems
HFTP
 Converts on and off digital pulses of
computer data into on-and-off analog
tones that can be transmitted over a
normal telephone circuit.
 Uses:
 Allow computers to communicate over
distances
 E-mail, internet, bulletin boards
 Polling, file transfer, system support
HFTP
Today’s Technologies
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Smart Cards
XML
Bluetooth
VPN
VoIP
HSIA
ASP
HFTP
Smart Cards
Embedded micro chips
that store personal
information, allow
credit and commerce
transactions, access
to room and other
information.
HFTP
XML – eXtended Markup Language
Language that is not
constrained to a fixed format
and allows trading partners
to create their own data tags
for information exchange,
has become the standard for
all markup language,
provides data in a format
that is easily exchanged &
non-proprietary.
XML Example
Guest Reservation
<?xml version="1.0" ?>
<Reservation GuestName="Mr. Jim Smith">
<GuestAddress>
<GuestStreet>123 Peachtree St.</GuestStreet>
<GuestCity>Atlanta</GuestCity>
<GuestState>GA</GuestState>
<GuestZip>30030</GuestZip>
<HomePhone>(404) 577-1234</HomePhone>
</GuestAddress>
<Payment Method="Credit Card">
<CardType>Visa</CardType>
<CardNumber>4999 1234 5678 8901</CardNumber>
<ExpDate>2006-05-31</ExpDate>
</Payment>
<ReservationId>1654739</ReservationId>
<Property>NoTel Motel</Property>
<ReservationMade>2004-05-28T10:23:44</ReservationMade>
<CheckinDate>2005-21-06</CheckinDate>
<CheckoutDate>2005-24-06</CheckoutDate>
<NumOfNights>3</NumOfNights>
<BedType>King Size</BedType>
<Smoking>Non Smoking</Smoking>
<PillowType>Polyester Fill</PillowType>
<SpecialRequest>Godiva Dark Chocolate</SpecialRequest>
</Reservation>
HFTP
HFTP
Bluetooth
 Distance Limitations
 30 feet (10 meters)
 New Technology
 Communications between
any electrically powered
device or appliance
HFTP
VPN – Virtual Private Network
Allow for secure
connections that
“tunnel” through the
Internet to connect 2
private LAN’s or
Computers, which
reduces costs overall.
HFTP
VoIP – Voice over Internet Protocol
Set of facilities used to manage
the delivery of voice
information over the Internet.
VoIP involves sending voice
information in digital form in
discrete packets rather than by
using the traditional circuitcommitted protocols of the
public switched telephone
network
HFTP
HSIA – High Speed Internet Access
 Acceptable methods for providing HSIA
service to guest rooms:
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Wireless proximity
Telephone network
Electrical wiring system
Cable system
HFTP
Bandwidth
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DSL
ISDN
Frame-relay
T-1
T-3: OC-3/DS-3
HFTP
ASP – Application Service Provider
Is the server model in which
hardware is housed and
maintained off-site, yet
users can access the
application and data via a
web-based Internet
connection.
HFTP
Telephone Switches
 Trunking
 Trunk lines are defined as a telecommunications
line between 2 switching systems.
 Incoming call routing
 Uses caller ID Automatic Number Identification
(ANI) information to retrieve customer records
from a database and send the records and call to
a specific call center operator.
 DeMarc
 The point where responsibility for telecom services
into a building transfers from the carrier to the
end user organization.
HFTP
Telephone Switches
 Voice over IP
 Place voice and fax calls over internet
connections. Does not provide HSIA or In-room
internet connectivity, hotel operators to receive
free telephone services.
 Automated Call Distributor (ACD)
 Useful for Reservations, PBX and Room Service
departments.
 ACDs would not be used to automatically generate
Express Checkout reports.
 Automatic check out is not a function of a
PBX system.
HFTP
Guest Room Telephones
 Features that may be included
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Data port sets
2 line capability
ADA hearing impaired feature handset
Hands free speaker phone capability
One button dialing and redialing
HFTP
Database Management Software
 Allow users to catalog and store information
for future use
 Collection of related facts and figures
designed to serve a specific purpose
 Possible Uses:
 Preparing mailing lists for marketing and
promotional activities.
 Help managers sort through personnel records to
identify performance review dates for employees
that correspond to the dates on which they were
hired
HFTP
Database Structures
Files organized in ways that facilitate
searching for data, updating data, and
generating accurate, timely and useful
reports for management.
HFTP
Files, Records, and Fields
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Files
 “THE” Database
 i.e... Inventory, purchases, suppliers
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Records
 individual information
 contains “key” field
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Fields
 identified by type of info.
 Text, Calculated, Logical, Date, etc.
HFTP
Database Structures
 Hierarchical
 Resembles that of the root of a tree
 Arranges Files, Records, and Fields
 Master Records and Subordinate Records
 Data inherit attributes, or rights, from it’s parent
 Relational
 Tables are related to each other through key field
 Tabular Structure
 Data appears only once and not replicated multiple times
 Flat
 One Large Table (Flat File)
 Files are stand-alone collections of data.
HFTP
Data Management Concepts
 Data Warehouse
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Collection of data from different sources
Provides input for decision making
The repository of all data
Data is received and stored following specific validation rules
 Data Mart
 Separate database designed for specific group of users
(e.g. marketing, group sales, etc.)
 Data is extracted from Data Warehouse to
protect its integrity
 Data Mining
 Statistical and rule-based reasoning to find
patterns in data (e.g. forecasting occupancy)
 Should be performed against the Data Mart
Other Terms
HFTP
 File Server - Computer that controls the flow of
information along a network and stores files created by
application programs, has large storage hard drive with
space to share, and provides the capability to
simultaneously access the same file.
 Application server - Enables several users to offload
specialized tasks onto a shared computer.
 Secondary storage devices - Refers to Hard
drives, CD-RW, DVD-RW, Zip Disks, Removable storage
devices, but NOT RAM.
 High Availability - Options include Multi-processors,
disk arrays, redundant power supplies, but NOT Spare
Memory Modules.
HFTP
Hotel Technology
Section Two
HFTP
Central Reservation Systems
 Affiliate Systems
 System that services an entire chain
 All properties are contractually related
 Non-Affiliate Systems
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Contracted to individual properties
Subscription based service
Apply to independent hotel properties
Have some type of charge or cost
 Interfaces
 One-Way verses Two-Way
HFTP
Global Reservation Systems (GDS)
 International joint ventures of diverse
companies
 Direct linking of: hotels, airlines, car rental
companies, and travel agencies using the
internet or other private computer
networks
HFTP
Revenue and Yield Management Systems
 Revenue Management
 Program helps hotel managers determine whether
a reservation request should be accepted or
rejected in order to maximize revenue for a specific
period of time.
 Takes advantage of rate hurdles
 Yield Management
 The ratio of actual revenue to potential revenue.
 Room rates should be higher when demand
exceeds supply.
 Oversell Guidelines maximize revenue potential by
selling all available rooms.
HFTP
Property Management System (PMS)
The computer-based lodging
information system that helps
track guests and their special
request or inquires.
HFTP
PMS Front Office Applications
 Reservations Module
 Used to process room requests.
 Most helpful in forecasting occupancy
 Revenue Management Module
 Maintains the room and package rates
 Rooms Management Module
 Maintains current room status information.
 Guest Accounting Module
 Maintains the guest charges and payments
HFTP
Property Level
Reservations Module
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An integrated module of the PMS
Reduces paperwork, redundancy, clerical
Interface point to CRS
Quick access to reservation information
HFTP
Rooms Management Module
 Strengthen communications between
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Front Office and Housekeeping
Current room status information
Room assignment and check-in
In-house guest information
Organize Housekeeping activities
Management reporting
HFTP
Guest Accounting Module
 Enables posting directly to guest and nonguest accounts
 Enables management control over financial
aspects of the guest cycle
 Eliminates the need for guest folio cards
and posting machines
 Monitors credit and sets the folio at a nopost status when charges approach the
house limit
HFTP
The Audit Trail
Cross references from:
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source document serial number
work-shifts
cashiers
POS terminals
departmental accounts
HFTP
Credit Card Processing
 Interface to Systems
 Reduces Cost
 Insures Accuracy
 Non-repudiation
 a solution that offers
protection against
disputed charges to the
merchant.
HFTP
Integration v. Interfacing
 Integrated Systems: A systems which
contains a number of subsets that perform
separate tasks yet operate within the same
structure.
 Interfaced Systems: More than one
system that are linked together through the
use of hardware and software in order to
provide communication between separate
programs.
HFTP
PMS Interfaces
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Point-of-Sale
Call accounting systems
Electronic locking systems
Energy management systems
Auxiliary guest services
Guest-operated devices
HFTP
Call Accounting System (CAS)
 Designed to place and price outgoing calls, and post
telephone charges to guest accounts.
 Not a guest’s credit card
 Interfaces to PMS and Telephone Switch
 Automatic ID of outward dialing (AIOD)
 immediately identifies the extension from which a call is placed
 Least cost routing
 Directs calls over the least-cost available line, regardless of carrier.
 When this line is busy, the device prompts the system to use the
next least expensive line.
HFTP
Call Accounting System (CAS)
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Performs the following functions
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call
call
call
call
call
placement
distribution
routing
rating
recording
Preferred Features
 Separate guest calls from admin calls
 Long-duration calls can be priced at flat rate
 Area codes can be updated by hotel management
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Reasons for reduced telecom revenue
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Increased use of Email
Calling Cards/Pre-Paid Cards
Growing cell phone usage
High mark-ups on long distance phone calls
HFTP
Accounting Modules / Systems
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Accounts Receivable
Accounts Payable
Payroll Accounting
Inventory Accounting
Purchasing
Financial Reporting
HFTP
Accounts Receivable Module
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Maintains account balances
Processes billings
Monitors collection activities
Generates aging of A/R reports
Audit reporting on all A/R
transactions
HFTP
A/R Ledgers
 Guest Ledger
 Lists all accounts for in-house guests
 City Ledger
 Lists all accounts receivable balances of
guest who have checked out
 guest folio balances
 non-guest accounts
 bill-to accounts
 credit card billings
 group accounts
 Advance Deposit Ledger
HFTP
Accounts Payable Module
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Contains Vendor Master File
Posts vendor invoices
Monitors payment discount periods
Determines amounts due
Cuts checks for payment
Check reconciliation
Management reporting
HFTP
Other Accounting Topics
 Payment Terms
 2/10 Net 30 Days
 Blind Drops
 Basic Posting Formula in
Audit Process
HFTP
Payroll Module
 Employee master file
 Gross and net pay for salaried and
hourly employees
 Cuts paychecks
 Payroll and tax registers and reports
 Labor and cost reporting for
management
HFTP
Inventory Module
 Inventory Master File
 Inventory Status
 Inventory Valuation
HFTP
Inventory Valuation
 FIFO (First in First Out - Latest)
 LIFO (Last in First Out - Earliest)
 LIPO (Surgical Removal of Subcutaneous Fat)
 Actual cost
 Weighted average
HFTP
Purchasing Module
 Purchase Order File
 par levels
 lead time quantity reorder point
 Telecommunication of P/O’s
 Bid Specification File
HFTP
Financial Reporting Module
 Chart of Accounts
 Trial Balance File
 Financial Statements
 Balance Sheet
 Income Statement
 Statement of Cash Flows
 Ratio Analysis
HFTP
POS Terminology
Auto-Coursing - time dependent circle of service
Forced Modifiers - automatic prompts for order
details
Menu Engineering - profitability and sales analysis
Prechecking - authorization for production/service
Postchecking - check totaling for print/settlement
Reports - server, day part, shift, terminal, outlet
Server Banking - reconciliation by server, not cashier
Hand Held – remote input device
HFTP
Food and Beverage
Management Applications
 Process data related to back-of-thehouse food service activities
 Common management applications
 Recipe Management
 Sales Analysis
 Menu Management,
 Engineering and Costing
HFTP
The Menu Engineering Grid
$$$
Puzzle
Star
Dog
Plowhorse
Contribution
Margin $
70%
Menu Mix %
HFTP
F&B Cost Control
 Standard Recipe
Benefits
 Net Weight/Volume
 Standard Portion
Cost
 #60 Scoop
HFTP
Sales, Marketing and Web
Technologies
HFTP
Event Management Systems
Sales / Catering Software
 Proposal / Contract
 Maintains client requests, room nights, menu
items, and records all equipment and space
commitments.
 Banquet Event Orders (BEO)
 Serves as a final contract for client and generates
work assignments for the Catering staff.
 Ingredient File
 Contains items like tables, chairs,
china, flatware, tents and entertainment.
HFTP
CRM - Customer Relationship Management
 Enables organizations to know their
customers on an on-going basis and
not just for the life of that transaction,
that meal or that guest stay.
 Will track the history and status of
every customer interaction and help
workers to give personalized service.
HFTP
CRM - Customer Relationship Management
 Implementation Includes:
 Customer Data and Analysis
 Technology and Staff
 Strategies and goals
 Considerations should NOT include:
 Thanking regular customers for their loyalty
 Surveying customer needs
HFTP
Marketing Techniques
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One to One
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Broadcast (Mass)
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Permission
HFTP
Web Based Marketing
 Cookies / Tokens
 Client-side tracking so customer does
not have to identify themselves again
 Unique Visits / Hits
 Server-side tracking by using log files to
identify the customer
 Banner Advertising
 Is a cost per action
 Conversion
 The moment a customer buys
HFTP
E commerce
 b2b (business to business)
 Most sophisticated type of internet transaction
 Requires the highest level of trust between the parties
 b2c (business to customer)
 Customers should get same benefits at the store / location as on the
Internet
 Discounted prices on the web site versus voice is not a consistent B2C
ecommerce model
 b2e (business to employee)
 Employee portal that allows access to human resource information such
as job postings, work schedules and work policies
 Secure Electronic Transaction (SET)
 More secure than SSL
 Non biased authentication
 A single trusted international source
HFTP
Web Terminology
 World Wide Web (www) consists of
three components
 HTTP – Hypertext Transfer Protocol
 HTML – Hypertext Markup Language
 URL – Uniform Resource Locator
 Domain Name System (DNS)
 An internet service that converts internet
names and resolves them into Internet
Protocol (IP) addresses.
HFTP
Targeted Technology
Section Three
Facilities
Clubs
Resort/SPA
Emerging Technologies
HFTP
Electronic Locking Systems
 Hard-Wired System
 Codes the key and changes the door
at time the key is first made at the
front desk.
 Micro-Fitted System
 Depends upon a pre-coded
microprocessor in each lockset at the
guest room door and front desk
encoder.
HFTP
Electronic Locking Systems
 Features
Unique keys (instantly changes)
Audit trail capability
Key code expiration
Automated dead-bolt with “Do Not Disturb”
Key must be removed for door to open to
protect from possibility of keycard theft
 Control access to virtually every area of the
hotel, including exterior doors, storage
areas, admin areas, meeting rooms and
guestrooms
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HFTP
Electronic Locking Systems
 Features
 Enhanced guest security by
monitoring the status of every
guestroom door opening, even
when entry is achieved without
the guest’s issued key
 Review the audit trail to
determine which assigned keys
gained entry to a guest room.
HFTP
Energy Management Systems (EMS)
 Guest Control
 Enable guest to have full and complete control of room
temperature when physically present in the room.
 Demand Control
 Turns off units for varying periods of time without
affecting environment or comfort conditions.
 Maintains pre-determined energy usage levels.
 Duty Cycling
 Turns off equipment on a sequential basis for a given
period of time each hour also without affecting
environment or comfort conditions
HFTP
Energy Management Systems (EMS)
 Room Occupancy Sensors
 Infrared or ultrasonic waves used to
register the physical occupancy of a room
 When the guest leaves, sensors react, and
following a short delay, lights, and HVAC
are reset to default settings.
 PMS Interface
 Provides energy control opportunities to
minimized energy usage in direct relation
to anticipated occupancy levels.
HFTP
Club Systems
MEMBERSHIP
TRACKING
LEDGER ACCTG
FIXED ASSET
ACCOUNTING
INVENTORY
CONTROL
PAYROLL/
PERSONNEL
EVENT
MANAGEMENT
POINT-of-SALE
CONTROL
HOTEL
OPERATIONS
GENERAL
HFTP
Club Systems
 Primary Objectives for Implementing a
POS System in a Club Environment
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Increases internal controls
Improves member services
Enhances staff productivity
NOT to reduce staff
 When planning to computerize a club’s
information systems, they should
identify the application software first.
HFTP
SPA Systems
 Spa Reservation Systems
 3 components
 A provider/associate
 A facility/room
 The equipment needed
 Allows automatic assignment of available
time slots to multiple guest, all arriving
during similar blocks of time, with various
services being selected.
HFTP
SPA Systems
 Spa Reservation Systems
 Utilize criteria for treatment rooms and
service specialists, instead of just rooms
and available space requirements.
 Priority and Percentage Load methods are
used to allocate spa resources when
making an appointment for a treatment.
HFTP
SPA Systems
 Interfaces:
 Property Managements System(s)
 Point of Sale System
 Internet Reservations




Retail
Inventory
Point of Sale
Gift/Debit Card System
HFTP
Golf Tee Time Systems
 Usage
 Book rounds weeks in advance
 Match individual players to create 4-somes (yield
manage)
 Block individual holes for planned maintenance
 Manage play on multiple courses
 Ways To Book Reservations




In Person
Via Lottery
Internet
Email
HFTP
Golf Tee Time Systems
 Golf Operations Terminology
 Shotgun
 Aeration
 Handicap
Club Websites
HFTP
 Typical divided into 3 sections
 Member Partition
 Staff Partition
 Guest Partition
 Desired synchronization features
 Member roster synchronization
 Member online account review
Club Websites
HFTP
 Member Accounting on the Web
 most commonly shared via a zipped file generated
from the accounting system and sent to the
website nightly
 Real-time data access methods, such as XML
(eXtended Markup Language) or OLTP (OnLine
Transaction Processing), is not widely used in
today’s Club applications
 Reasons For Failure




Content under-appreciated
Site is under-promoted
Site is under-funded
Site is under-appreciated
HFTP
RFID
 Definition – Radio Frequency
Identification
 A technology used to transmit data by a
mobile device and read by a reader that is
not connected via a wired connection
HFTP
RFID
 Types of Tags
 Passive
 Have no internal power supply
 Incoming radio signal provides just enough power for the
CMOS integrated circuit in the tag to power up and send
a response
 Practical ranges of 10cm up to a few meters
 Active
 Have their own internal power source used to power
integrated circuits and broadcast the signal to the reader
 Usually more reliable making them more effective in
harsh environments
 Practical range of 100 meters
 Battery life up to 10 years
HFTP
RFID
 Privacy Concerns
 Purchaser of an item may not be aware of
the existence of the RFID device
 Myths related to RFID Privacy include
 Easy to intercept the RFID signal and steal the
individual’s identity
 Since many tags contain similar data elements,
it is easy to confuse one’s identity with another
 Tags can easily be removed and attached to
other items or people
HFTP
Uses of RFID in Hospitality






Cashless RFID Systems
Asset Management
Waterparks
Lost Children
Resort Tasks
Casino Operations
 Gaming chips are now embedded with RFID
devices to track where users go and precisely how
many gaming chips are used
HFTP
Universal Serial Bus (USB)
 A widely used hardware interface for attaching
peripheral devices.
 Up to 127 peripheral devices can be attached to the bus
 History
 Began to appear on PCs in 1997
 Windows 98 was first version of the Windows
operating system to support USB natively
 Types of Connections
 A – Upstream
 B – Downstream
 Mini A & Mini B
 Used on small portable devices such as PDAs, music players,
digital cameras and cell phones
HFTP
Cell Coverage In The Hotel
 Operational Benefits
 Staff members can communicate with one device and not
require cell phones, PDAs and pagers
 Staff can be contacted easily when away from the property
 Staff can respond to issues in real-time
 Concrete and Steel
 Cell Phone Amplification
 It’s expensive
 Can be directly tied to guest satisfaction and Guest recovery
strategies
 In-building solutions do not affect external coverage areas
HFTP
Evolving US TV Regulations
 Stations Convert to Digital Format
 US Markets must convert by 2/17/2009
 Most provide digital today
 Analog signals must be turned back to the
government for first responder use
 Point of Encryption
 Digital movie producers require their
signals to be encrypted
 All the way to the display unit!!!
HFTP
Evolving US TV Regulations
 All TVs Sold After March 01, 2007
 Must be HDTV Ready
 HDTV ready does not mean it includes a ATSC
tuner
 ATSC – Advanced Television Standards
Committee
 Created voluntary standards for TV sets which
were adopted by the FCC in 1996
 Addresses aspect ratios, resolution and frame
rates and includes how the sound and video are
encoded and transmitted
HFTP
Managing Technology
Section Four
HR / Time and Attendance
General Management
System Strategies
System Analysis and Selection
HFTP
HRIS Systems
Personnel & Benefits Administration
Business Expense Tracking
Vacation days earned
I-9 Information
Family Medical Leave Act
(FMLA) Tracking
 Organizational Information




HFTP
HR Concepts
Personnel & Benefits Administration
 Equal Employment Opportunity (EEO)
 Provides opportunities for employees and
applicants without regard to Race,
Religion, Pregnancy, Veteran Status
 Bereavement Leave
 employee benefit used to grant excused
time away from the workplace to attend a
funeral
HR Concepts
HFTP
Personnel & Benefits Administration
 Computer Usage & Security Policy
 Should be in place and understood by ALL to safeguard
both the company and the employee
 Family Medical Leave Act (FMLA)
 A federal law that allows an individual up to 12 weeks
leave based on medical necessity for self, child, spouse
or parents
 Employers with 50 or more employees
 E-Mail & Internet Usage Policy
 All Electronic mail messages are the property of the
company
HFTP
General Management
 Executive Information Systems (EIS)
 Provide an overview and report statistics on
Rooms, Payroll and Financial Data within your
property
 Lifting
 never twist at the waist rather than using your
feet to change direction
 Slide load as close to your body as you can
 Get help if too heavy or bulky
 Raise yourself using leg and hip muscles
 Slightly bend your knees
HFTP
General Management
 Human Resources
 As a Technology manager, your first priority is
to ensure the safety and security of your
employees in the workplace
 Fire and Safety
 Upon detecting a fire




Call 911
Remove yourself and others from harm’s way
Notify your leaders
Print an in-house guest list by room number (for
EMS services to use)
HFTP
Asset Management
 Manage total cost of ownership
(TCO) and life cycle
 Mandate employees use
company owned equipment
 Track location of assets
HFTP
Cost of Ownership
 Software Costs
 Help Desk / Support Functions
 Training
HFTP
Networks / Security

Peer to Peer / Client Server
 Peer to Peer share equally the processing


Multiprocessors
Security Controls
 The IT security plan should be designed and
implemented by the systems manager not
the security department, GM, or risk
manager

Disaster Plan
 Should include prevention, evacuation
and recovery
HFTP
System Decision Factors
 Application Functionality
 System Reliability
 Vendor Service/Support
 System Performance
 Ease of Operation
 Vendor Reputation / References
 Communications Capabilities
 Software Flexibility
 Price/Total System Cost
HFTP
1. Put together a “Systems Team”
 People from different areas of the
operation
 Everyone has the potential
to provide important input
 Include representatives from
management, kitchen operations,
service, and accounting
HFTP
2. Analyze Current Information Needs
 Create a profile of your operation
 outlines the needs of the operation for the
vendors
 Meeting users needs is critical when purchasing a
new computer system
 Put together a “wish list”
 Include absolutely necessary
and “nice to have”
 Attributes will become the
“frame of reference”
HFTP
3. Collect Sales Information
 Contact system vendors
 Request sales information
 Obtain vendor information from local, or
national organizations or publications
 Visit trade shows like…
HFTP
4. Establish System Requirements
 Use the list of attributes from step 2
 Add the optimum configuration
 For example in a restaurant
 How many terminals and printers will be
necessary
 What types of terminals (touch screen,
keyboard interface, etc.)
 What type of network you would like to
implement
HFTP
5. Write an RFP
 Request for Proposals
 Create a Property Profile
 Describe the selection process
and its parameters
 List your system requirements
 Don’t allow vendors to use their own bid format
 Obtain Vendor Information
 Request Program Documentation
 List System and Service Costs
 Request estimation of hidden, indirect, direct but
not opportunity costs
HFTP
Request for Proposals
Whose systems meet your needs?
RFP’s should include:
 Property/Company Materials (describe your
business)
 Bidding Requirements
 Computer Application Requirements
 Should NOT include financial statements
HFTP
6. Evaluate Vendor Responses
 Establish criteria and a scoring system
 Have each member of the project team
evaluate each proposal
 Combine the results and narrow the
field to 2 or 3 vendors
 Respond to all vendors relaying their
status in the selection process following
the results of the evaluation of vendor
responses
HFTP
7. Visit “Live” Sites
 Schedule a site visit to one or more
sites that are using the system in
question.
 Take along a list of questions to ask the
operator regarding the system and the
vendor’s performance.
 It is hard to forget a bad experience, or
stop talking about a good one.
HFTP
8. Conduct Scripted Demonstrations
 Allows you to see exactly what you want rather
than what the sales person wants you to see.
 Prevents unfocused demonstrations of neat system
tricks
 Provide the vendor with your menu, or a sample
of your menu.
 Construct a series of transactions that you would
like to see, highlighting those transactions that
are frequent and particular to your operation.
 Maintain control of the demo
HFTP
Support
 Does software support include
upgrades? If not, what is the charge?
 What are the hours of the support helpline (nights and weekends)?
 How is support time billed? How are
fractions of hours billed?
 Is there an additional charge for
support that requires a site visit? What
is the charge?
HFTP
Installation Factors
 Training
 Site Preparation
 Design of Printed
Materials
 Initial entry of
database
elements
 System
Conversion
 Documentation
 Contingency
Planning
 Vendor Support
 Acceptance
Testing
HFTP
Definitions
 Strategic Planning
 following levels of decision-making,
supported by a management information
system, involves future-oriented goals and
objectives of an organization
 Operator’s Guide
 computer system documentation serves as
training material oriented toward specific
application procedures
HFTP
Definitions
 System Conversion
 Process of switching from the current information
to the capabilities of a newly purchased
computerized system
 Contingency Planning
 Plans which are developed for possible operations
where the planning factors (eg scope, forces,
destination, risks, area of responsibility etc) have
been identified or can be assumed.
 is NOT one of the Fundamental areas of
acceptance testing of a new computer system
HFTP
Keys to a Successful Purchase




Organize, Organize, Organize
Avoid being rushed
Maintain control of the process
Never pay until product is ACCEPTED
 Acceptance testing includes – system
integrity, hardware and
software efficiency but
NOT contingency
planning
HFTP
Questions
HFTP
Review Materials
 CHTP Study Guide Volumes I & II
 How Networks Work
 The Essential Guide to Internet
Business Technology
HFTP
Good Luck!