ih&ra annual congress - hospitality netih&ra annual congress the hotel: staying on -track...
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IH&RAAnnual CongressThe Hotel: Staying on-Track Changing Hotel
Products
“What’s Technology Got to do With It?
November 20, 2004
Presented By:
Robert GrimesAccuvia
+1-301-944-1222
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Speaker’s Background
• Chairman; Accuvia– IH&RA Worldwide Silver Partner – Hostec-EurHotec
• Co-Founder; FS/TEC & Hostec• Partner; The PBE Group• Member;
– NRA International Relations & Services Committees
– Advisory Boards; UNLV, Penn State & University of Delaware
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Hospitality
Industry
Strategies
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FOHFOHBOHBOH
PMSPMSCORPORATECORPORATEACCOUNTING ACCOUNTING
SYSTEMSYSTEM
CORPORATECORPORATERESERVATIONRESERVATION
SYSTEMSYSTEM
EE--MAIL, MIS, DSS, ESS, EISMAIL, MIS, DSS, ESS, EIS
FORECASTINGFORECASTING&&
SCHEDULINGSCHEDULING
TIME &TIME &ATTENDANCEATTENDANCE
AIRLINEAIRLINERESERVATIONRESERVATION
SYSTEMSYSTEM
TRAVELTRAVELAGENTSAGENTS
CORPORATECORPORATEGUESTGUEST
HISTORYHISTORYFTPFTP
PURCHASINGPURCHASING&&
INVENTORYINVENTORY FOOD &FOOD &BEVERAGEBEVERAGEINVENTORYINVENTORY
SYSTEMSYSTEM
RESTAURANTRESTAURANTMANAGEMENTMANAGEMENT
SYSTEMSYSTEM(POS)(POS)
ELECTRONICELECTRONICBARBAR
DISPENSERDISPENSER
MINIMINIBARBAR
CALLCALLACCOUNTINGACCOUNTING
SYSTEMSYSTEM(CAS)(CAS)
LDLD
YIELDYIELDMANAGEMENTMANAGEMENT
PAY PERPAY PERVIEW /VIEW /
CHECK OUTCHECK OUT
CREDIT CARDCREDIT CARDAUTHORIZATIONAUTHORIZATION
& EFT& EFT
PABXPABX(SWITCH(SWITCH
MAIDMAIDDIALDIAL--ININ
VOICEMAILVOICEMAILMESSAGEMESSAGEHANDLINGHANDLING
WAKEWAKE--UPUPSYSTEMSYSTEM
SALES &SALES &CATERINGCATERINGSYSTEMSYSTEM
REMOTEREMOTESALESSALES
MARKETINGMARKETING
MAINTENANCEMAINTENANCEENERGYENERGYFIRE &FIRE &
LIFE SAFETYLIFE SAFETY
ELECTRONICELECTRONICLOCK &LOCK &
SECURITYSECURITYSYSTEMSYSTEM INROOMINROOM
ENERGYENERGYCONTROLCONTROL
SYSTEMS OFF PREMISESYSTEMS OFF PREMISE SYSTEMS INHOUSESYSTEMS INHOUSE
INTERFACE WITHINTERFACE WITHDIRECTION OFDIRECTION OFDATA FLOWDATA FLOW
Internet/Intranet
Lodging-Centric Technologies
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Industry Challenges;That Seek A Tech Solution• Labor• Governmental Issues
– Nutrition & Obesity– Sarbanes-Oxley– Employee Related
• Competition– Need for Information Now
• Safety & Security (The 911 Focus)• Franchisee Expectations• Consumer Expectations• Management Expectations
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A New Way of Thinking
• A Shift Away From a Single Stay Focus
• A Shift From POS (Point of Sales) to POS (Point of Service)
• Cost Control & Efficiency to Revenue Enhancement
• Focus on the Guest – Get Them Connected
• Lifetime Value of the Guest
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Positive Guest Experience leads to Loyalty
Positive Empowered Experiences
Increased Frequency
IncreasedRevenue
Opportunities
Lifetime Value per Guest
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Lifetime Value of a Guest
LVoG is driven by more than room revenue
FREQUENCY
F&B REVENUE
OTHER SERVICES
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Guest Integration
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The Hotties• Digital Cameras• Phones• PDA’s
– Push vs Pull– Convergence
• Printers• Wireless• Cards• Voice Recognition• Messaging• Seamless/Continuous Usage• The Home/Personal Server
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Smart Home Networks
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Opportunity Scenarios;Enabling Concepts• GPS• PDA’s & Phones• SMS Messaging• Touchpoints• Biometrics• Monitoring & Analysis• Information on Demand• Wireless
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Opportunity Scenarios;The Connected Guest• Before, During & After The Stay• Throughout the Stay – Provide Seamless Connections• In-Room
– Not Just “Heads in Beds” Anymore– Integrate The Guest With The Room
• Wireless is Key Infrastructure Requirement• Lighting• Energy Management• TV & Radio• Audio/Video is The “Center” of the Room
– Free Access – Control the “Channel” & “Eyeball” Time– Upsell
• Movies• Phone• Gaming• Room Service• Retail• On-Demand Services• Reservations
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A Special
Update
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Porn
XXX
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Porn Leads The Way• eLearning Concepts• Marketing Concepts (SPAM)• Virtual Operations• Customer Support• Universal Access• Multi-Point Delivery• Purchase Alternatives & Packaging• Payment Methodologies• Video on Demand• Generic Applications – Custom Delivery• How to Compete for Eyeball Time
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Thank You For Your
Time
“www.Accuvia.com”