Hospitality Technology Magazine
October 2007
Going Mobile
By George Koroneos, Contributing Editor
"From guest feedback systems to hostess solutions, restaurants roll out innovative uses for wireless technology"
This is the opening line from this article and I think it sums up everything perfectly. What George Konoreos has to say about the direction of this industry seems to be on target with what many of us would expect. Technology plays a bigger and bigger part everyday in the hospitality industry and this article is another evidence of that fact. The first thing that is talked about is something close to home for all of us who have recently worked in Vita Nova. It explains about "The Informant" by Long Range System's, affectionately known to us as "e-trays". This device is a wireless survey tool. It resembles a traditional credit-card tray except is has a keyboard and a screen that are used to solicit guest comments. In conjunction with these e-trays are small wireless pagers which can be set to alert the manager when certain questions are answered unfavorably. The restaurant using this system has been extremely satisfied, as have those running Vita Nova.
Another cool technology this article talks about are wireless hand-held POS terminals. The restaurant using these devices has had tremendous success. The owner states that even while the head waiter is inputting dinner selections, a second waiter is on their way to the table arriving with the drinks which have been electronically placed table-side yet wireless transmitted into the back of the house. Guests are amazed to see drink orders placed before them before the waiter has even completed taking the order. Turning tables quickly increases ROI and the use of this sort of technology impresses the guest at the same time which helps to insure a positive experience. What is also very impressive is the ability to swipe credit cards at the table as well, again increasing efficiency and giving the guest added peace of mind about identity theft. A similar service being implemented by restaurants today is the ability to send text messages to guests to inform them when their table is ready. The guest can then respond to say we want to be seated immediately, need 10 minutes to get back to the restaurant, or even cancel the table... all with the touch of a number response on their cell phone. Of course if your cell phone is not text enabled a traditional pager is available.
I thought that this article was really pretty interesting. It outlines many of the newest technologies available to those in the hospitality field. I think that these services are a terrific idea. I know that personally I would love to be at a restaurant that utilized such technology. It seems that not only can efficiency and bottom line be increased, but the overall satisfaction of the customer goes up do to the exceptional service that can be provided. What I also thought was very smart (and extremely necessary) was the fact that all of these wireless services can still operate in the case of the internet going down. The only function that would be lost in that instant would be mobility. All of the essential services can still be controlled via the central stations. Also the servers run in redundancy to further insure that if something goes wrong with one of the servers, the other one is there to back everything up and keep the operation running smoothly. I doubt it will be long before nearly all restaurants are implementing some for of the technologies this article discussed. Even Vita Nova is already on top of it with 2 out of 3!
Friday, November 9, 2007
Monday, October 22, 2007
Blog Posting #4
Hospitality Technology Magazine
October 2007
Self-Service Success
By Mary L. Carlin, Contributing Editor
This is yet another article to point out the fact that self-service is becoming an extrememly popular trend throughout the hospitality industry. As we well know, both the restaurant and lodging sides of the hospitality world are moving toward a more self-service based style of operation. This article highlights some of the important things to follow and keep in mind when making a move toward embracing a more self-service way of doing business.
At the top of the list is having a strategic business plan. This seems paramount. Without knowing what your goals are and what your desired way of operating is, making this sort of move is not only premature, but a bit foolish. Capitalizing on upselling is another key facet to keep in mind. The use of self-service kiosks can be optimized to expand and maximize the business's return on investment (ROI). A kiosk, i.e. a computer will never forget to offer "extra cheese" or to upgrade to the "best value" once it has been programmed to do so. It is much easier to simply press "OK' on the screen and instantly the business is maximizing profits.
Promoting and marketing is also very important. Customers must have a positive impression of self-service, and not be timid or turned off by such an option. Hand-in-hand with this is the need to train your staff to encourage the use of self-service. The mindset must be that you are not cutting costs, but rather increasing throughput. The location of these kiosks is also vital. Poor planning or positioning can have very negative effects. Owners must be able to communicate with their customers about how self-service will help with speed and accuracy, and the location of the machines must be aligned with this philosophy.
Rewarding customer loyalty is also another important area. Guests will be pleased to continue using self-service machines especially when there is an added incentive to do so. One of the easiest incentives, and subsequent benefits of these services in the fact that kiosks don't call out sick. It is possible to break down, but typically that maintenance will not be so extensive that it hurts business. The speed, efficiency, "line busting", are all benefits that the guest will enjoy. It is important however to keep things relatively simple. There is no need to have "killer applications" that over complicate a simple transaction. At the same time it is necessary to look to the future and be sure to invest in it. It has been said that self-service kiosks might eventually put the front desk out of business, and it is imperative to stay current and on the right side of change.
As I said in the beginning, I feel that this article is right on track with one of the fastest growing technology trends in the industry. Each of the ten items mentioned in the article make great business sense, and can help to insure success with the use of self-service kiosks and applications. I know that personally I am a big fan of self-service ( it is always the first line I go to at the supermarket for example) but I do feel that it needs to be complimented by actual human interaction. I do not necessarily agree that the front desk will be driven out of business by technology. I feel that for as "hi-tech" as the hospitality industry can get in the hope of increasing efficiency and convenience, there is still an undying need for "hi-touch" service as well. There can be no greater feeling of hospitality than that which you receive from an actual person smiling and greeting you at the front desk or at a host/hostess podium.
October 2007
Self-Service Success
By Mary L. Carlin, Contributing Editor
This is yet another article to point out the fact that self-service is becoming an extrememly popular trend throughout the hospitality industry. As we well know, both the restaurant and lodging sides of the hospitality world are moving toward a more self-service based style of operation. This article highlights some of the important things to follow and keep in mind when making a move toward embracing a more self-service way of doing business.
At the top of the list is having a strategic business plan. This seems paramount. Without knowing what your goals are and what your desired way of operating is, making this sort of move is not only premature, but a bit foolish. Capitalizing on upselling is another key facet to keep in mind. The use of self-service kiosks can be optimized to expand and maximize the business's return on investment (ROI). A kiosk, i.e. a computer will never forget to offer "extra cheese" or to upgrade to the "best value" once it has been programmed to do so. It is much easier to simply press "OK' on the screen and instantly the business is maximizing profits.
Promoting and marketing is also very important. Customers must have a positive impression of self-service, and not be timid or turned off by such an option. Hand-in-hand with this is the need to train your staff to encourage the use of self-service. The mindset must be that you are not cutting costs, but rather increasing throughput. The location of these kiosks is also vital. Poor planning or positioning can have very negative effects. Owners must be able to communicate with their customers about how self-service will help with speed and accuracy, and the location of the machines must be aligned with this philosophy.
Rewarding customer loyalty is also another important area. Guests will be pleased to continue using self-service machines especially when there is an added incentive to do so. One of the easiest incentives, and subsequent benefits of these services in the fact that kiosks don't call out sick. It is possible to break down, but typically that maintenance will not be so extensive that it hurts business. The speed, efficiency, "line busting", are all benefits that the guest will enjoy. It is important however to keep things relatively simple. There is no need to have "killer applications" that over complicate a simple transaction. At the same time it is necessary to look to the future and be sure to invest in it. It has been said that self-service kiosks might eventually put the front desk out of business, and it is imperative to stay current and on the right side of change.
As I said in the beginning, I feel that this article is right on track with one of the fastest growing technology trends in the industry. Each of the ten items mentioned in the article make great business sense, and can help to insure success with the use of self-service kiosks and applications. I know that personally I am a big fan of self-service ( it is always the first line I go to at the supermarket for example) but I do feel that it needs to be complimented by actual human interaction. I do not necessarily agree that the front desk will be driven out of business by technology. I feel that for as "hi-tech" as the hospitality industry can get in the hope of increasing efficiency and convenience, there is still an undying need for "hi-touch" service as well. There can be no greater feeling of hospitality than that which you receive from an actual person smiling and greeting you at the front desk or at a host/hostess podium.
Sunday, October 14, 2007
Blog Posting #3
Hospitality Technology Magazine
September 2007
Wireless Access Everywhere
By George Koroneos, Contributing Editor
This article discusses the importance of wireless internet access. As we all know, this is an extremely popular and rapidly growing trend throughout the industry. Many hotel companies are beginning to require their properties to go completely wireless, or at a minimum at least offer such a service. This has been spawned by the fact that travelers today, whether for business or pleasure, desire to be able to access the internet from their own laptop computers via wireless access on the hotel's property.
There are some inherent struggles with adopting these technologies. Like so many aspects of IT, wireless access technology is constantly changing and improving. It is necessary for hoteliers to build in the cost of updating and upgrading their services into their budget much like the need to buy new linens and change carpets. Fortunately there are some alternative solutions when it comes to revamping an entire property to have no dead spots in their WiFi services. Even with these options however, it doesn't make upgrading to faster connections any cheaper. 802.11b service is now considered antiquated. The new standards for the latest routers are being headed up by 802.11n and 802.11i services which are the fastest yet.
The use of wireless access throughout a hotel is not a benefit only gained by the customer. This technology hes become a terrific tool for employees and managers as well. Companies like Vocera have developed systems using WiFi to communicate effectively the needs of guests to all employees who need to be informed instantaneously. These systems help to create the ultimate service experience which then ultimately makes more loyal and satisfied guests who return to your property.
I really enjoyed this article. It seems to be right on track with this very popular technology trend. I thought it was very interesting to read about some of the services being provided and also some of the companies who are developing systems and other technologies to be used in conjunction with wireless internet access. I had never heard of a Slingbox before this article, but now after checking out their website I almost want to buy one. Technology is an ever changing, always improving area which has so much potential for anyone in the hospitality business or pretty much any other career field to make use of. Possibilities seem to be endless and I feel that our generation will continue to be on the cusp of many new advancements.
September 2007
Wireless Access Everywhere
By George Koroneos, Contributing Editor
This article discusses the importance of wireless internet access. As we all know, this is an extremely popular and rapidly growing trend throughout the industry. Many hotel companies are beginning to require their properties to go completely wireless, or at a minimum at least offer such a service. This has been spawned by the fact that travelers today, whether for business or pleasure, desire to be able to access the internet from their own laptop computers via wireless access on the hotel's property.
There are some inherent struggles with adopting these technologies. Like so many aspects of IT, wireless access technology is constantly changing and improving. It is necessary for hoteliers to build in the cost of updating and upgrading their services into their budget much like the need to buy new linens and change carpets. Fortunately there are some alternative solutions when it comes to revamping an entire property to have no dead spots in their WiFi services. Even with these options however, it doesn't make upgrading to faster connections any cheaper. 802.11b service is now considered antiquated. The new standards for the latest routers are being headed up by 802.11n and 802.11i services which are the fastest yet.
The use of wireless access throughout a hotel is not a benefit only gained by the customer. This technology hes become a terrific tool for employees and managers as well. Companies like Vocera have developed systems using WiFi to communicate effectively the needs of guests to all employees who need to be informed instantaneously. These systems help to create the ultimate service experience which then ultimately makes more loyal and satisfied guests who return to your property.
I really enjoyed this article. It seems to be right on track with this very popular technology trend. I thought it was very interesting to read about some of the services being provided and also some of the companies who are developing systems and other technologies to be used in conjunction with wireless internet access. I had never heard of a Slingbox before this article, but now after checking out their website I almost want to buy one. Technology is an ever changing, always improving area which has so much potential for anyone in the hospitality business or pretty much any other career field to make use of. Possibilities seem to be endless and I feel that our generation will continue to be on the cusp of many new advancements.
Thursday, September 27, 2007
Blog Posting #2
Hospitality Technology Magazine
July/August 2007
"Picture Perfect Staff"
By Lisa Terry, Contributing Editor
This article explains how using technology can help to improve employee satisfaction on the job. By using management software, several important issues can be addressed and maintained automatically and efficiently. Workforce management software is growing steadily, and is projected to show a 16% increase by 2010.
There are five key focuses this article points out that a good workforce management software will help to address. The first is finding the right people for the job. By using computers and all of the technology available, time is no longer wasted trying to see if someone is a "good fit". Each job has a specific criterion and the computer software helps to link the right applicant to the right job. It is also beneficial for the applicant to be able to view the status of their application online. The second issue is ensuring accurate pay. The process of clocking in and clocking out can be handled electronically with much less error than if it were done manually. The third issue was to create a work schedule based on demand. Having too many or too few employees on the job at any given time can cause frustration. This sort of software can help to eliminate these problems with the close supervision of managers. The fourth issue is providing visibility and control. Workforce management software makes viewing informations such as time off from work for vacation or sick days, benefits, and the ability to trade days off with fellow workers accessible. The final issue addressed by this article was the notion of investing in the employee. By saving time and money through the use of paperless systems and new technologies, companies can now put more time and money into the training and development of employees, i.e. investing in them.
I think that this article is right on point, and definitely agree with it. The use of new technology can make our daily lives much more simple and efficient. However, I do feel that it is important that these systems and technologies be closely maintained and kept track of. technology can certainly be a key contributor to employee satisfaction. It is important to make sure that the employees are on board with the technology, and that it is working for them as much as it is working for the company. There must be a trust and acceptance of what is taking place in order to ensure that employee satisfaction truly does increase.
There are many aspects of running a business that are made more efficient and effective through the use of technology like this article pointed out. I am curious to see where the future takes us in respect to how many more areas of the business can be controlled or maintained through computers. It seems inevitable that the direction we are heading is one of modernization and up to date resources and that is why it seems necessary to get on board now and embrace these new changes.
July/August 2007
"Picture Perfect Staff"
By Lisa Terry, Contributing Editor
This article explains how using technology can help to improve employee satisfaction on the job. By using management software, several important issues can be addressed and maintained automatically and efficiently. Workforce management software is growing steadily, and is projected to show a 16% increase by 2010.
There are five key focuses this article points out that a good workforce management software will help to address. The first is finding the right people for the job. By using computers and all of the technology available, time is no longer wasted trying to see if someone is a "good fit". Each job has a specific criterion and the computer software helps to link the right applicant to the right job. It is also beneficial for the applicant to be able to view the status of their application online. The second issue is ensuring accurate pay. The process of clocking in and clocking out can be handled electronically with much less error than if it were done manually. The third issue was to create a work schedule based on demand. Having too many or too few employees on the job at any given time can cause frustration. This sort of software can help to eliminate these problems with the close supervision of managers. The fourth issue is providing visibility and control. Workforce management software makes viewing informations such as time off from work for vacation or sick days, benefits, and the ability to trade days off with fellow workers accessible. The final issue addressed by this article was the notion of investing in the employee. By saving time and money through the use of paperless systems and new technologies, companies can now put more time and money into the training and development of employees, i.e. investing in them.
I think that this article is right on point, and definitely agree with it. The use of new technology can make our daily lives much more simple and efficient. However, I do feel that it is important that these systems and technologies be closely maintained and kept track of. technology can certainly be a key contributor to employee satisfaction. It is important to make sure that the employees are on board with the technology, and that it is working for them as much as it is working for the company. There must be a trust and acceptance of what is taking place in order to ensure that employee satisfaction truly does increase.
There are many aspects of running a business that are made more efficient and effective through the use of technology like this article pointed out. I am curious to see where the future takes us in respect to how many more areas of the business can be controlled or maintained through computers. It seems inevitable that the direction we are heading is one of modernization and up to date resources and that is why it seems necessary to get on board now and embrace these new changes.
Thursday, September 13, 2007
Blog Posting #1
Hospitality Technology Magazine
July/August 2007
"Speed vs. Service"
By Bradley Schmidt, Assistant Editor
This article talks about how important it is to have a delicate balance of speed and service within a restaurant. The author uses many different examples of how the issue of time plays a huge role in the dining experience of guests. At the heart of this article, we are shown how the POS (point of sale system) is the key factor in all of this. There are a few POS systems compared in the article including Micros and Digital Dining. The author highlights how different establishments prefer different systems for different reasons. The common thread in what is considered to be a "better" system, is the idea of flexibility. Flexibility is regarded as one of the most important aspects of the POS by managers all over the industry.
Flexibility allows a restaurant manager to have the ability to quickly and easily make changes to menu items without the need of contacting their dealer. Furthermore, greater flexibility makes it possible to eliminate more errors in the kitchen that are due to the lack of ability servers have when inputting orders. Customization of modifiers is now quicker and easier than ever before.
The article also shows how different POS systems can make time management easier. With the increasing volume of take-out orders and curbside assistance, planning out when to "fire" an order in an appropriate time for pick up is no longer a head ache to the expediter. Technology can control these things for us, making operations more efficient and effective. Not only is time management made easier through automation, but this article also informs us of the varying types of output available to managers. Some might prefer traditional printed tickets, while others prefer digital display screens which help reduce time wasted in organizing orders.
In general, I feel as though this article did a great job of showing how difficult time management can be for restaurateurs. We all know that the perfect balance of speed and service is essential. The POS as described in this article really does help to maintain this necessary balance. Before such technologies existed, the stress load fell hard upon the staff. Today, this stress load is lessened, at least in some small way.
I agree that the use of computers greatly adds to the efficiency and effectiveness of many "fast casual" restaurants. I do maintain, however, as did one of the restaurant owners in this article, that the human element is still essential. Humans are still needed to take correct orders and answer questions. Now their job can be made a little easier with the use of technology. We can never replace the experience generated from the interaction between the server and the guest. Whether it is the ability to up sell, or the simple satisfaction the customer receives from the conversation taking place, these elements are also invaluable and do not fall far behind the importance of timely service.
July/August 2007
"Speed vs. Service"
By Bradley Schmidt, Assistant Editor
This article talks about how important it is to have a delicate balance of speed and service within a restaurant. The author uses many different examples of how the issue of time plays a huge role in the dining experience of guests. At the heart of this article, we are shown how the POS (point of sale system) is the key factor in all of this. There are a few POS systems compared in the article including Micros and Digital Dining. The author highlights how different establishments prefer different systems for different reasons. The common thread in what is considered to be a "better" system, is the idea of flexibility. Flexibility is regarded as one of the most important aspects of the POS by managers all over the industry.
Flexibility allows a restaurant manager to have the ability to quickly and easily make changes to menu items without the need of contacting their dealer. Furthermore, greater flexibility makes it possible to eliminate more errors in the kitchen that are due to the lack of ability servers have when inputting orders. Customization of modifiers is now quicker and easier than ever before.
The article also shows how different POS systems can make time management easier. With the increasing volume of take-out orders and curbside assistance, planning out when to "fire" an order in an appropriate time for pick up is no longer a head ache to the expediter. Technology can control these things for us, making operations more efficient and effective. Not only is time management made easier through automation, but this article also informs us of the varying types of output available to managers. Some might prefer traditional printed tickets, while others prefer digital display screens which help reduce time wasted in organizing orders.
In general, I feel as though this article did a great job of showing how difficult time management can be for restaurateurs. We all know that the perfect balance of speed and service is essential. The POS as described in this article really does help to maintain this necessary balance. Before such technologies existed, the stress load fell hard upon the staff. Today, this stress load is lessened, at least in some small way.
I agree that the use of computers greatly adds to the efficiency and effectiveness of many "fast casual" restaurants. I do maintain, however, as did one of the restaurant owners in this article, that the human element is still essential. Humans are still needed to take correct orders and answer questions. Now their job can be made a little easier with the use of technology. We can never replace the experience generated from the interaction between the server and the guest. Whether it is the ability to up sell, or the simple satisfaction the customer receives from the conversation taking place, these elements are also invaluable and do not fall far behind the importance of timely service.
Tuesday, August 28, 2007
My First Blog
Hello and welcome to my HRIM 450 Blog. I have never "blogged" before, so I'll just say that I hope this semester goes well for everyone.
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