TechnologyUpdate - Hotel Business · 19 Case Study Hand Picked Hotels gets an IT upgrade 23 Get the Right Connection WiFi and tailoring it to your hotel’s needs 25 Hospitality Technology

from the publishers of Hotel Business December/January 2014

TechnologyUpdate

M ichael Caines has been so impressed by the FRIMA

VarioCooking Center he installed in his Michelin-star restaurant at the Bath Priory that he’s now installed another in his two-star Gidleigh Park venue.

“It’s made a big impact,” he says. “The FRIMA is now an integral part of our production. The thing I like about it most is its versatility: we use it to braise, fry, boil, pressure cook and for overnight slow cooking. It’s great for batches of sauces. As for meats, we use it for everything, from confit to shoulder of lamb. It’s working every day - day in, day out.”

The VarioCooking Center Multificiency at Gidleigh Park combines all the functionsof a bratt pan, kettle, fryer, griddle, titling pan and pressure cooker in one unit.. “The multi-functionality delivers maximum versatility in limited space. It’s what makes the FRIMA ideal for every kitchen, from a Michelin star restaurant to a central production unit.”

that helps us do stuff well”Michael Caines MBE

“Cooking technology

Want to visit a FRIMA site? Or come to a CookingLive demonstration? Contact FRIMA UK today. Installs include The Ivy, J Sheekey Restaurant and Oyster Bar, Gochisou, Hix Soho and Brasserie Chavot

FRIMA UK: 0845 680 3981, [email protected], www.frima-uk.co.uk

More energy effi cient than induction!The FRIMA VarioBoost heating system makes the VarioCooking Center Multificiency up to 96% efficient at heat transfer – so it’s way more efficient than standard gas and electric appliances, such as boiling kettles. In fact, it’s even more efficient than induction.

contents

3www.hotel-magazine.co.uk

Contents

WelcomeOver the years we have seen technology grow at a rapid pace and there are constant advances that are changing the way hotels are run. For hoteliers, keeping up with these changes is a never-ending task that can be costly, but with this technology update we hope to ease the burden ever so slightly and help you find the best ways to do so.

We take a look at how the latest technological products can make for the best customer service experience front of house, on page 7, with an insight from Premier Inn.

Apps are another area of technology that is advancing at a fast rate: find out just how fast on page 15.

I hope you find this as insightful as it was for us to write, enjoy!

Sarah-Jane LampeNews and Features Writer

@hotel_business

04 What’s New? The latest technological

advances and need-to-know

news

07 Front of HouseTechnology to help improve

customer service

11 Case Study Premier Inn ups its meeting

rooms’ offering

07 25

23

12 Stay Connected

Find out what your guests

really want in the bedroom

15 The Move to Mobile

Making your website

accessible anywhere

19 Case Study Hand Picked Hotels gets an

IT upgrade

23 Get the Right ConnectionWiFi and tailoring it to your hotel’s needs

25 Hospitality Technology Europe 2014Check out what event manager, Claudia Harris has planned

26 Top Tech TrendsInnovations set to change the market

news

4 www.hotel-magazine.co.uk

www.daybees.com

www.checkit.net

The latest hotel technological advances andneed-to-know news for the sector

What’s New?

Checkit Takes Food Safety Monitoring Into the Cloud Elektron Technology has launched a new cloud-based Checkit system that has been designed to increase the efficiency of a hotel’s food services and reduce the cost of food safety management, while protecting businesses against costly litigation and damaged reputations.

Checkit is a completely paperless system that uses smart wireless sensors and hand-held units to monitor and record the temperature, humidity and door status of cold storage, hot holding and food preparation areas, as well as ensuring hygiene checks have been completed. All information about food safety from multiple sites can be monitored simultaneously in real time and accessed anywhere from a tablet, PC or smartphone because it is hosted in the cloud.

The new dashboards also provide instant pictures of food safety status across all facilities, create alerts and warnings if problems occur and automatically generate Hazard Analysis & Critical Control Point (HACCP) reports for compliance and audit. The data is also stored securely to analyse trends and performance or to investigate specific incidents.

Elektron has been trialling with customers in the UK from November with the commercial release taking place in early 2014.

After getting frustrated at trying to catch the waiters attention while eating out, entrepreneurs Paul Tombs and Dominic McGuinness created getWaiter!.

getWaiter! Is a new smartphone app and internet-based portal for customers and merchants, which offer improved customer service in the hospitality industry by making it easier for diners to call their waiter.

Designed to work on any business that offers customer-focused service, the app is ideal for organisations looking to provide quick and attentive waiting service for their customers. It can be particularly useful if a hotel has a large number of people to cover.

Merchants simply register with the new free service, which lets them allocate a site and table specific getWaiter! code (similar to a barcode) to each of the tables of their establishment. Then all they need to manage their waiting service is their own internet-enabled tablet. The system is completely stand-alone from existing EPoS and IT systems.

When customers are seated at the start of a meal, they use the getWaiter! app to scan that table’s getWaiter! location code. This connects them with the getWaiter!

portal displayed on the tablet at the bar or waiter station, so that a member of staff in charge of their area can quickly respond. Then, whenever customers need to call the waiter, they just press a button on the smartphone app. The restaurant can instantly see which tables require assistance and the elapsed time since the customer requested attention.

www.getwaiter.com

getWaiter! App Helps Hoteliers Increase Sales

A new subscription service, Daybees PRO, a free-to-use events’ search engine, has been launched to allowhotels to promote their events to a much wider audience.

Users and organisations are able to add and promote an unlimited number of their own events to a UK and global audience, while also targeting potential local visitors and participants.

Daybees PRO subscribers can create and add multiple events to the millions of events Daybees currently lists, manage them accordingly, and add bespoke URL addresses to the event description. Organisers can claim events already listed on Daybees as well as list their new events in one of more than 65 specialised categories, including auctions, education, charity, comedy and many more. Daybees PRO events are also highlighted and

promoted within Daybees search results, making them a lot more visible toother users seeking events within their relevant categories.

Subscribers can also connect their Daybees PRO account with existing social media profiles, such as Facebook, Twitter and LinkedIn to maximise event exposure through the company, or organisation’s existing online presence. Events listed from PRO accounts may also be featured and promoted via the Daybees social media channels, which currently have a reach of around 50,000 active UK users.

Search Engine Allows Hotels to Promote Events

news


www.sousvidetools.com

www.luxuryacademy.co.uk/engage

www.technogym.com

www.bitbuzz.com

Alderley Edge Hotel Teams up with Sous VideAs the growing trend for using the latest innovations in the kitchen continues, a head chef in Cheshire is championing the use of sous vide

Put an End to Paper Feedback FormsA new online guest satisfaction survey has been launched to make it easier for both guests and hoteliers to leave and obtain information about their stay.

ENGAGE! guest satisfaction survey operates online and allows guests to interact with the hotel using a range of media, including laptops, mobile phones and tablet devices. Created by Luxury Academy, the ENGAGE! system is an innovative tool for luxury and boutique hotels and offers an efficient and effective alternative to paper-based systems.

“ENGAGE! is designed specifically for the luxury hotel market and the affluent guests of these hotels,” says Paul Russell, co-founder of the Luxury Academy. “We spotted a gap in the market for a software product that enabled hotels to anticipate – and exceed – those guests’ needs.”

Five-Star Holiday Village Invests £1m in Technogym The five-star Ribby Hall Village in Preston has invested £1m to bringits award-winning on-site healthclub to another level with new, innovative technology.

Fitted with all-new Technogym equipment, the new fitness suite features cardio machines that are equipped with UNITY, the most advanced cardio console available today, which allows users to swipe and scroll through to their favourite websites, emails, content and training programmes while working out. All workout data, programmes and preferences are stored automatically on mywellness cloud, Technogym’s cloud computing platform, meaning that users are able to access their training history and data whenever and wherever they want, even on the go – perfect for frequent travellers.

Ribby Hall Village is also set tobe the first holiday village in the UK with OMNIA, an innovative new apparatus that offers limitless interactive functional training possibilities for guests of different abilities and interests.

Bitbuzz WiFi Network Expands its Reach at Holiday Inn Express Hotels

Lancashire born, Chris Holland, head chef of Alderley Edge Hotel in Cheshire, has teamed up with Sousvidetools.com to become its development chef for 18 months after becoming acquainted at a trade show.

Mr Holland has been working at the hotel since 1996 and was a Great British Menu contestant in 2013. He is well-known for his trademark fine-dining cuisine and now, as Sousvidetools.com’s development chef, he tests the equipment for industrial purposes and provides both professional and domestic training courses on sous vide cooking.

Mr Holland said: “Sousvidetools.com’s range allows me to produce wonderfully consistent food and their extensive collection offers flexibility depending on space in the kitchen and service needs.

“Personally I cook sous vide style for several reasons including flavour, precision and efficiency. Nutrients and juices stay locked in whether I’m cooking vegetables or meat and the precision of the cooking style guarantees a really clean, natural end result every time.”

Consistency is at the heart of cooking sous vide. Once a dish is created and cooking times are calculated, those calculations can be used time and time again to create the same great dish, saving on waste due to error and staff efficiency. Mr Holland says: “Cooking sous vide style means that customers get the same taste experience every time and for us, that is imperative to ensuring that our repeat guests get the same great taste experience every time they visit Alderley Edge.”

WiFi supplier, Bitbuzz has announced it is now operating in Holiday Inn Express hotels throughout the UK. Bitbuzz was selected as the supplier of choice in a number of Holiday Inn Express hotels after the company successfully met the chain’s changing WiFi requirements.

The locations include Croydon, Walsall, Leicester, Harlow, Folkstone, Tamworth, Doncaster, Strathclyde and London Park

Royal. Each of these hotels boasts a tailor-made WiFi model developed to meet its particular brand requirements. Complimentary WiFi access is now available in all public areas and bedrooms.

Russell McQuillan, business development director of Bitbuzz said: “WiFi streaming has effectively replaced in-room TV as the way people spend their downtime in hotel rooms; BBC iPlayer, Netflix, YouTube and Sky Go nowaccount for a very significant portion ofour hotel traffic.”

Szilvia Kiss, manager of Holiday Inn Express Tamworth said: “We strive to provide our guests with high standards throughout our hotel, and Bitbuzz provides WiFi that caters to their business and entertainment needs. We’re pleased to be able to offer such an excellent WiFi service in all common areas and bedrooms.”

fingi

6 www.airwave.tv

“ The hospitality industry is crying out for this kind of ‘ready

made’ but totally bespoke guest App”

Fingi: Putting guests in control

F ingi™ is a revolutionary mobile App that allows you to be in contact with the hotel and its staff, before, during and after

their stay. Airwave Europe is the European distributor and installer of the mobile platform.

Fingi™, positions their solution as a big technology with a simple premise, to give guests complete connectivity and control of their overall experience. Fingi™ provides a local telephone number and wireless hotspot connecting guests throughout their stay, both on-property and off, allowing international guests to easily bypass roaming charges. Fingi™ is also the guest’s room key and remote for all in-room functionality, from air conditioning to lights and curtains, to television and all in-room entertainment. The device provides a direct connection to the hotel, from room service, restaurants and spas to the concierge.

The mobile platform has also been featured in high-end residential complexes, and has received industry praise and recognition, being awarded runner-up for most innovative new product at the prestigious HTNG annual convention in April 2012.

James Coonan, Business Development Manager at Airwave has been working closely with the Fingi™ team to roll out the two latest UK deployments of the mobile platform.

He commented “The solution has been tremendously well received. The hospitality industry is crying out for this kind of ‘ready made’ but totally bespoke guest App.

It really empowers guests to interact with a single or group of hotels on their own terms and in a way that feels second nature to them in today’s app rich mobile device centric era. The before, during and after approach Fingi™ offers from the get-go really opens up a new interactive relationship between a guest, hotel and their room.”

front of house


Front-of-house technology can seriously improve customer service as soon as guests step through the door, which in turn will help boost your hotel's reputation; we fi nd out how it can be done

Checking in withFOH Technology

InterContinental London Westminster Lights the Way

“Hotels should be replacing bulky

computers with slim laptops or tablets to deliver a higher level

of customer engagement”

Lighting controls specialist, Intecho, designed and installed a bespoke lighting control system for the InterContinental London Westminster’s front-of-house section. The brief was to optimise energy efficiency and reduce labour and materials. This was achieved through the introduction of a KNX controlled lighting installation system, which can reduce lighting energy consumption by up to 40 per cent.

The system’s design means less cabling and wiring is required, and therefore there are fewer connections to go wrong in the long term. As fewer installers are needed to fit the system there’s also a saving on labour costs.

In the impressive front-of-house area, the use of light sensors to determine the degree of illumination required has enabled the creation of transitional lighting scenes, which not only give the Westminster’s public spaces a constant light level and attractive feel, but also contribute to energy savings.For more information, visit www.intecho.co.uk

G ood customer service is one of the most important attributes to a successful hotel and technology is constantly

evolving to help streamline the process. Front of house, usually the reception desk, is the first port of call when guests arrive, so having the latest technological devices can help to make their arrival the smoothest of processes. From checking in and out, to general customer queries, with products, systems and software at their best, at the click of a button your staff should be able to assist your guests in every way.

What the customer wantsA spokesperson for Premier Inn says: “In the last few years, we have seen the rise of digital channels and mobile devices, and now 85 per cent of people book with Premier Inn online, and a third of those through a mobile device. As a result we believe this has led to a change in what our customers expect from us as a brand and the industry in general.

“This encompasses their booking experience to what they expect to find when they arrive; customers are expecting everything to be quicker and easier than ever before. Some recent changes include the introduction of check-in kiosks in our

hotels, electronic point of sale screens and trials of online check in. In our new concept, The Hub, we have taken this innovation a step further and will allow customers to use an app to do everything, from booking to switching on the lights.”

Jason Jefferys, CEO, iRiS Software Systems says: “Hotels are beginning to move towards clean and simple, clutter-

free front desks, thereby moving from 'software application based' technology to SaaS/Cloud services, that reduce the amount of hardware required and associated maintenance costs.”

What's next?Mr Jefferys adds: “Hotels should be replacing bulky computers with slim laptops or tablets to deliver a higher level of customer engagement. By removing the chains of desktop computers, and the necessity for a fixed office or check-in desk, staff are better able to greet and interact with guests.”

A Premier Inn spokesperson says: “With the introduction of check-in kiosks in our hotels we have removed the barrier of a front desk, which enables our teams to interact with customers more easily.

“Customer feedback from many of our regular guests suggested they wanted to get to their room as quickly as possible and by introducing kiosks we have enabled them to do this, where it can take minutes to check in and obtain your room key.”

“We are seeing that professional customer service is what makes hotels successful,” says Mr Jefferys. “Take the Kempinski Cathedral Square in Vilnius, it was named Europe’s number one hotel by TripAdvisor, based on customer feedback and ratings. When you look closely at guest reviews, what makes it a great hotel is the customer service, the design and its history, however if you look behind the scenes you will see the hotel has built the technology infrastructure to deliver a more valuable experience for the guest.”

sky


Sky is introducing a new dedicated hotel remote, designed exclusively with hotels in mind

Sky Introduces Dedicated Remote For Hotels

S ky is introducing a new dedicated hotel remote, designed exclusively with hotels in mind.

The Sky In-Room remote provides 4 key features requested by hotel operators and their guests: ■ An intuitive button layout that operates

both the TV and Sky set-top box. ■ A secure battery door to deter theft of

the remote control batteries.■ When the secure battery door is

opened, the security screw is retained in the battery door to ensure it is not lost when the battery door is removed.

■ A hard-wearing finish that is easy to clean. The Sky In-Room remote will be

offered as standard to all new and existing Sky In-Room customers from January 2014.

As part of Sky’s partnership with Samsung, Sky will introduce an additional feature to the Sky In-Room remote later in the year. The new feature will allow control of the in-room TV, Sky set-top box and Samsung’s LYNK hospitality systems (provides hotels with a customisable branded interface with guests).

frima


Caprice Holdings’ latest site uses FRIMA VarioCooking Center Multifi ciency

Hi Tech Cooking MachineHelps 34 Maintain Excellent Quality

O ne of the Caprice group’s most recent ventures, 34 is a modern classic situated just off Grosvenor Square in

Mayfair. Martin Brudnizki’s interior design mixes Edwardian and Art Deco styles with colourful contemporary art, marrying perfectly with Head Chef Paul Brown’s eclectic menu.

The centrepiece of the open kitchen is a bespoke charcoal grill custom-made in Argentina – meanwhile an altogether more high-tech cooking appliance is winning plaudits from 34’s chefs. “The VarioCooking Center Multificiency really helps maintain the excellent quality and consistency of our dishes,” says Tim Hughes, Chef Director at Caprice Holdings Ltd. “Compared to conventional equipment, it’s faster, more efficient and its temperature control is absolutely accurate.”

34 makes great use of the VarioCooking Center’s multi-functionality. “Overnight cooking, stocks, braising, meat sealing, blanching vegetables... we use it for many of our dishes, including 34’s slow-braised short ribs, winter roots and horseradish,” says Tim.

Not only is the FRIMA versatile, the way it operates helps retain the food’s quality. “It’s fast and you don’t lose any yield… flavours, forms and succulence are all retained.” The speed is a result of

the unit’s VarioBoost system, which is four times faster than conventional equipment – it can heat the pan up to 200°C in just two and a half minutes. Because it’s so fast, it locks in the food’s goodness and because the temperature controls are so accurate, food never burns or sticks, even with milk or egg dishes.

The VarioCooking Center Multificiency is very energy efficient. Compared to conventional appliances it uses up to 40% less energy. In fact, it is up to 96% efficient at heat transfer, which is even higher than induction. Less waste heat also reduces the amount of kitchen ventilation required. Tim says: “We are aware of the FRIMA’s eco credentials – our commitment to the environment is steadfast, and, where possible, we try to choose equipment which is eco-friendly.”

The VarioCooking Center at 34 is not the first in the Caprice group. “We have them at The Ivy and at J Sheekey Restaurant and Oyster Bar,” adds Tim. “They are a very efficient way to cook. Obviously, we’ll prioritise FRIMA in any new project that we’re working on.”

34’s FRIMA VarioCooking Center Multifi ciency:34 has FRIMA’s mid-size VCC 211 model, which has a 100-litre capacity pan and a compact footprint. It can sear 12kg of meat in a batch in 5 to 6 minutes, and

pressure cook 45kg of meat (e.g. goulash) per hour. It can cook 20kg of rice per hour. It can pressure cook 80 litres of stock in half the time of conventional equipment.

The VarioBoost heating system features the special FrimaTherm contact layer, which means heat is transferred quickly and uniformly all over the base of the pan, without heating the sides, so there is no scorching or sticking. The fast searing action reduces seepage, cutting the use of raw ingredients by up to 10%.

There are no pots to clean, which saves pot wash time and costs. Because food never sticks, the VarioCooking Center doesn’t need a self-cleaning system. Manual cleaning is easy, effortless and fast, allowing operators to clean the unit with the integral hose, using a minimal amount of water, and have it ready for the next cooking process in just two minutes. The FRIMA cuts water usage overall by up to 70%.

For information and brochures, or to come to a free Cooking Live demonstration, call FRIMA UK on 0845 680 3981, email [email protected] or visit www.frima-uk.co.uk

case study: premier inn


Meetings Maker's customer-friendly software simplifi es meeting room management and booking for Premier Inn's network of 650 hotels

Premier Inn Rolls Out New Software to Increase Meeting Room Revenue

“We were looking for a solution

that would make it as easy for our

customers to book a meeting room at our hotels, as it is

a bedroom”

P remier Inn has rolled out meeting room booking software from Meetings Maker across all of its hotels with meeting rooms

throughout the UK. Committed to offering quality, affordable accommodation to its customers, Premier Inn already had a comprehensive online system for booking bedrooms, but wanted to extend this level of service to its customers looking for meeting room facilities.

The challenge Although online booking for hotel bedrooms is now standard industry practice, most hotels still rely on manual bookings for their meeting rooms and event spaces. The task usually falls to the front desk staff with 75 per cent of all meeting room enquiries being for meetings with fewer than 40 people, and filling meetings rooms is generally less lucrative than filling bedrooms. This, coupled with an inefficient managing and booking process, meant that filling meeting rooms often fell down the priority list for hotel staff. The challenge for Premier Inn was to create and implement a system that was simple for customers and hassle free for hotel teams.

“Our meeting rooms were often underused or sitting empty as the booking process was cumbersome. We were looking for a solution that would make it as easy for our customers to book a meeting room at our hotels, as it is a bedroom. That's when we found Meetings Maker,” said Keith Hudspith, head of food and beverages at Premier Inn.

The solutionMost hotels still rely on manual systems to book meeting rooms because the bookings themselves are much more complex, and therefore more difficult to automate, than bedrooms. While bedrooms are booked on a nightly basis, meeting rooms can be

Workspaces. “We found hotels facing the same problems time and again. As a result, Meetings Maker factors in all of these parameters and allows guests themselves to book and pay for meeting rooms just as easily as they would a bedroom. Its map and photo features mean that customers can see where the hotel meeting room is on the same screen as what the room looks like, making the process as friendly and easy to use, as possible.”

Premier Inn recognised Meetings Maker's expertise and selected its fully hosted, software as a service solution. “We wanted a system connected to our website where our customers could book and pay for meeting rooms directly. It was essential that it fitted in well with the design of our core website and provided the same outstanding user experience our customers were used to. Meetings Maker's real time system did all of this for us and incorporated the latest secure technology,” said Mr Hudspith.

The complete solution was successfully rolled out in just a few weeks without disrupting Premier Inn's business or impacting on its main site at all. In addition to implementing the software, Meetings Maker established a 24/7/365 centralised enquiry centre for Premier Inn, which handles all meeting room queries and includes a full service, PCI and DSS compliant payment process so customers can talk to a real person any time of the day or night.

Business benefi tsAll of Premier Inn's meeting room bookings are now handled by the Meetings Maker system, which has cut the customer's time taken to book from hours or days to minutes. The hotel chain is already seeing and uplift in bookings as a result.

Premier Inn has also modified its meeting room standards and pricing, including common requests as standard and with meetings rooms service corresponding to the quality and value that customers expect from the Premier Inn brand. Every meeting room now includes free multi-device WiFi, free still and sparkling bottled water, flipcharts and pens.

booked hourly, for fractions of days or for whole days.

The number of people in a meeting, the size and set up of a room and catering options also need to be factored in when making a booking. In addition, manually tracking and recording every enquiry can also be a challenge as they come in via the phone, email, static online booking forms and also via walk-up enquiries from guests at the front desk.

“We visited hotels across the UK and USA as part of our research in developing Meetings Maker,” said Matthew Stubbs, CEO of parent company, Your

in-room technology


Keep your bedrooms one step ahead of the competition with the latest innovations taking the market by storm

ConnectedStay

C onsumer demand for the latest technology in hotel bedrooms has certainly stepped up a gear in the last few years. With the

rise of tablets and mobile devices, guests are hungry to experience new things and are waiting to be impressed by your

offering as soon as they step through the door. Although installing an ultra modern touchscreen television may not fit with the branding of your establishment, keeping on top of the latest developments in the market will ensure you have the best knowledge when you do come to invest.

Description: The new Elements Collection from MK Electric combines robust and innovative electronic devices with limitless design possibilities. Dimmers and switches in the range are operated with simple touchscreen technology and the collection offers a range of different materials including synthetics, glass effect, metallics and naturals.

Selling points: Designers can customise the look of their wiring device, choosing from a huge range of colours, materials and finishes: Elements Synthetics takes its cues from the natural landscape and offers finishes such as chalk white, beach pebble and natural stone. Elements Glass Effect offers coolness in ice white and the touch of polished jade, polished onyx and polished stone. Elements Metallics comes in muted tones and masculine textures in satin platinum and satin titanium as well as brushed steel, cast iron and brushed bronze. Elements Naturals brings the familiar hues of wood to life in the patterns of British oak and dark wenge.

Functionality and technology: Dimmers and switches in the range are operated simply by ‘swiping’ a finger across the touchscreen.

There are four main touch technologies available: Infra-red; surface acoustic

Elements Collection by MK Electric

3CX Phone System with the 3CX Hotel ModuleDescription: 3CX Phone System is a modern, software based VoIP Hotel PBX that is easy to manage and very cost effective to buy.

Selling points: It includes special hotel features and allows you to update your old phone system. You can easily re-use the existing analogue phones in the bedrooms in your hotel – there is no need to upgrade them to IP phones.Full hotel features include: ■ Display guest name on reception,

room service, management phones

■ Provides wake up calls, check in/check out, 'do not disturb'.

■ Maid status allows housekeeping to set room status via phone.

■ Integrates with many Property Management Systems, being MICROS Fidelio certified.

■ Includes an easy to use Web Interface for hotel staff.

■ Print log of calls made during guest’s stay.

Contact: www.3cx.com, 0203 327 2020

Jaymes Marsh, marketing and communications manager 3CX, believes the right technology offering is crucial to support your brand:

“Technology in hotels is moving fast – one trend in the market we are seeing is that hotels are moving away from expensive, inflexible phone systems – to software based VoIP systems. Using SIP trunking it's possible to turn the phone system into a profit centre for hotels.”

Contact: www.mkelectric.co.uk

Jason Ng, marketing communications specialist, MK Electric shares his insight on in-room technology:

“Hotel architects and designers are talking about ‘new luxury’ which requires designs that create special feelings, experiences and memories for clients. This differs from ‘old luxury’ which was more about the products themselves, and the expensive brands.

“In order to accomplish a ‘new luxury’ feel and look hoteliers must look to burgeoning design trends, like design convergence, the tendency for products to take their design cues from other devices or activities that are not only familiar but are also convenient and desirable to truly differentiate themselves.”

wave; resistive; and capacitive. MK chose capacitive touch because it is both highly sensitive and durable, and so more suitable for devices that are in daily use.

A locator/ indicator welcomes guests into the room; switches are available as electronic touch or mechanically operated, depending on type.

Best positioned in hotel bedrooms?MK Electric’s collection offers hoteliers a whole range of customisable designs and textures to lift a room aesthetically. In this approach, technology and design complement one another to produce a range that not only embodies smart technology but also looks chic too.

Price: Available through reputable contractors and wholesalers.

in-room technology


Description: LG Pro:Centric Smart offers extended customisable tools HTML5, Java and Flash so partners can optimise the television to develop their own enhanced service design. Crucially, the hotel’s infrastructure benefits from pre-loaded applications, meaning guests can be served with pre-loaded applications without privacy concern, thanks to LG’s advanced history auto deletion S/W. The LP860H series enables content steaming from tablets, smartphones and laptops to the television. Guests can also surf the internet at their leisure with LG’s intelligent motion remote controller and web-browser function.

Description: Sleek and stylish bluetooth audio system with DAB+ radio that features more than 30 station presets.

Selling points:■ Bespoke solutions – wrapping and

printing service to match a hotel room’s interior design or hotel branding.

■ Dual alarm with snooze function and sleep timer.

■ USB connection for charging devices.

■ Bluetooth function to pair with a huge range of enabled devices.

■ Aux 3.5mm audio input ■ View Quest remote control app

available to download for iOS or Android

■ Superior sound quality – all View

Quest products are designed in the UK and their sound development program ensures a high-quality audio experience

■ Fashionable choice of six colours

Price: £149 (bespoke prices are tailored to each individual request)Contact: [email protected] / 01420 592499

A View Quest spokesperson describes how the right audio systems can make all the difference in hotel bedrooms:

“In today’s competitive hotel industry, both business and leisure guests expect a superior level of technology in their room. With many people now travelling with portable music devices, our stylish audio systems can be synced to play your own tunes in the comfort of your hotel room as well as offering excellent audio quality and phone charging, to give guests a really personal experience. This level of customisation shows hotel guests that the establishment cares about attention to detail and the overall representation of the hotel as a unique brand.”

Description: Cloud-based TV solution with greater choice and quality, plus reduced overheads. The system has been developed by Locatel and Anevia, leading suppliers in hotel communications and entertainment systems.

Selling points: ■ Flexible and unlimited choice of international TV channels that

can be changed at the click of a button.■ Ease of use with no more need for complex and expensive

equipment on hotel premises. All TV content is distantly managed and sent to the hotel through one fibre optic cable.

■ Cost savings on internet bandwidth and on management and maintenance of systems at the hotel.

■ Quality improvements with faster channel changing and no more jitters or delay in pictures.

■ Compatible with Locatel’s mobile solutions so guests can access channels on their mobile devices.

Price: On average cost savings of 10 to 20 per cent over legacy systems. Exact prices depend on number of hotel rooms.

Contact: www.locatel.net, Gregory Baldenweg, [email protected]

A spokesperson from Locatel explains why the right TV is crucial in hotel bedrooms:

“In order to reply to guests’ viewing preferences, language requirements and ever increasing expectations, it is not unusual for upscale hotel properties to broadcast more than 100 TV channels. To increase customer satisfaction, hotels need to deliver them with the same, or exceed, the service and choice that they enjoy at home. Hotels have the dual challenges of providing excellent quality while reducing their overheads.”

Locatel Eclipse Cloud TV

LP860H – LG Hotel TV

View Quest Hepburn

Selling points:■ Motion remote control■ No bezel■ Slim depth (only 4mm)■ Swivel stand■ Smart TV functionality■ Miracast/WiDi■ Quick connecting QR■ Remote diagnosis

Price: Available on requestContact: [email protected] / [email protected]

A spokesperson from LG stresses the importance of good in-room technology:

“As consumers continue to invest in cutting edge technology for their own homes and for while on the move too, so

in turn their expectations for hospitality facilities increase. Hotels able to offer their guests a premium and innovative in-room service, will stand out from the crowd and leave an impression long beyond their individual stay.”

Switch on your imagination

MK ELEMENTS COLLECTIONSYNTHETICS I METALLICS I GLASS EFFECT I NATURALS

MK Electric has always been switched on to new possibilities, which is why today we’ve reinvented the humble light switch. Our new MK Elements Collection is a revolutionary range of switches, sockets and touch-control dimmers, customisable to suit any environment.

From warm, earthy oak to cool, contemporary steel, the unique range of finishes and textures complement any interior design, from vintage villa to boutique hotel. We can even create bespoke options to suit your needs. So if you can imagine it, MK can make it.

Visit mkelements.com to discover more.

NATURAL / BRITISH OAK FINISH

mobile websites


A ccording to the latest figures from Google, searches in the hotels category grew 18 per cent in Q2 compared to the same period last

year. But the most interesting statistics lie just below the surface.

While overall search volume saw a steady increase, searches from mobile devices exploded, growing by 71 per cent. Meanwhile, tablet searches grew a massive 131 per cent year on year. Mobiles and tablets now make up 40 per cent of all searches in the hotel category, and we’re likely to see this overtake desktop searches in the first half of the next year, if not before.

The trend is clear: more hotel customers are using mobile devices to research and book. The question is how do smart hotels take advantage of this shift in consumer behaviour to increase bookings?

Mobile vs responsive websites Hotel owners who want to make the most of the mobile trend have two options, mobile or responsive websites.

MobileMobile websites are a completely separate website to the main desktop site. The look and feel of the site can be completely independent of the main site, and even

the functionality can be different. The advantage of this is that with a mobile site you can build something from scratch optimised for mobile searchers.

A mobile site can be added without having access to the main website and lives completely independently, making it often a simpler choice.

One of the main disadvantages of a separate mobile site is that because it’s separate, it needs to be updated independently of the main site. It’s essentially like running two websites, one for desktop and one for mobile.

Responsive websitesResponsive websites on the other hand allow mobile friendly behaviour to be ‘built in’ to an existing website. Responsive websites adapt their layout (‘respond’) according to the size of the viewing screen. Common responsive behaviours include shrinking menus into a more mobile-friendly drop down menu, narrowing pages and even rearranging sections of the page to create a new layout.

The advantage of a responsive website is that it doesn’t need updating separately. You still have one website, it just adapts to screen size. The disadvantage is that building in responsive behaviour requires

more technical skill and not all websites are suitable for responsive conversion.

Other considerationsAnother important website consideration is obviously visibility in search results. This summer Google announced that it takes mobile user experience into consideration as a ranking factor for mobile searches. In plain English, this means that mobile-friendly sites are likely to get preferential ranking in mobile searches because users prefer them.

Mobile specifi c advertisingAlthough the latest Google report shows that mobile ad Cost Per Click rose 11 per cent in the past year, this is an indicator of the profitability of mobile specific advertising as marketers fine-tune the mobile experience, increasing conversions and profitability. Mobile targeted adverts combined with a good quality responsive or mobile site can prove to be very profitable indeed, and it’s still a relatively uncompetitive market compared to the equivalent desktop paid advertising world.

Mobile site considerationsBefore embarking on having a mobile website designed or adding responsive functionality to your current website, it’s important to be clear about the most common goals of mobile visitors:■ Searching for local hotels in a new

area. Mobile searches are more locally-oriented, so it’s important to make sure that your site is linked to a well-optimised and promoted Google+ Local page with good map visibility.

■ Find out more information. Apps like TripAdvisor are used by mobile users in the area, clicking on website links for more information or to find out about your availability.

■ Find navigation information. A highly visible address, postcode and map are very important on your mobile site for searchers using their phones to find you.

■ Get in touch by phone. Clickable phone numbers make it easy for mobile users to call you straight from the website. Tim Kitchen is author of the bestselling

book How to Get to the Top of Google and managing director of Exposure Ninja, offering website design, mobile websites, SEO, PPC and social media to the hotel industry. If you’d like some completely free no obligation advice about adapting your website for mobile, feel free to get in touch by phone or email: 01172 301174 [email protected]

Make sure your website works hard for you, as the rise of the 'on the go' consumer takes hold. Tim Kitchen, managing director of Exposure Ninja explains how

TheMove toMobile

Make Customers AppyIn July 2013, AppyHotel.com launched its cost-free mobile marketing app to UK hoteliers. Available on both Apple and Android operating systems, the platform enables hoteliers to create a mobile app that can be accessed on smartphones or tablets. By using the AppyHotel.com mobile app hotels can increase brand awareness, build customer relationships, improve guest experience and generate additional revenue.

AppyHotel.com is available online to global hotel chains, boutique brands and independently owned properties. Guests

can download the app to their device to learn about the hotel services and nearby sightseeing opportunities, as well as provide feedback to management.

The app also acts as a room companion, allowing guests to book in-house services, restaurants and amenities and even make future reservations.

AppyHotel.com serves some of the world’s leading hotel brands including Marriott, Starwood, and others around the globe. For more information, visit: www.appyhotel.com

acr show


Industry and end users gear up for Air Conditioning and Refrigeration Show 2014T he ACR Show 2014 takes place

at the NEC, on 11-13 February. It is the only national exhibition for the UK’s cooling industry and

equipment end users.Backed by headline sponsor Daikin

UK, the exhibition is a must-attend event for all those who need to keep up-to-date with the latest advances in air conditioning, refrigeration and heat pump technology, and the important legal changes set to take place.

The impending revision of the F-Gas Regulations is expected to restrict the use of high global warming refrigerants in the UK and across Europe, with important implications for future equipment choice and plant management.

The show provides an excellent opportunity for the trade and end users to see first-hand the new technologies and refrigerant solutions coming onstream to replace cooling systems based on high global warming refrigerants, and to ensure they comply with the new requirements.

In addition to being able to see the latest advances in equipment, visitors have free access to the UK’s top cooling experts in a programme of cutting edge seminars which will run in twin auditoriums throughout the three days of the exhibition.

Two parallel programmes will cover Technical and Business topics, with updates on what the industry and end users must do to comply with coming F-Gas changes.

Themes in the technical seminar programme include:■ how to cut building energy use and

running costs;■ advice on compliance with new

legislation;■ advances in cooling technology;■ the rise of ultra-efficient heat pumps;■ choosing and using new green

refrigerants;■ harnessing virtual power stations;

■ new approaches to controlling noise.Alongside the technical programme

will be a series of high profile business seminars, sponsored by HRP, highlighting how companies can improve profitability, manage risk and exploit new opportunities.

The exhibition has the backing of the industry’s leading trade associations, including contractor’s organisation B&ES Association, manufacturer’s groups HEVAC and BRA, and the industry’s professional body, The Institute of Refrigeration (IOR).

Confirmed exhibitors include well-known companies AFR Refrigeration, A-Gas, Bitzer, Broughton, Charles Austen Pumps, Climalife, Comptec, CPS Products, GEA Searle, Daikin UK, Dean & Wood, Dupont, Foster Refrigerator, Harp International / Mexichem, Honeywell, Gram, JAVAC, Jumo, Lordan, Mastercool, Maxkold, Primalec, Teknic Refrigeration, and UR Refrigeration Wholesale, to name a few.

For more details on visiting, visit: www.acrshow.co.uk

iris software systems ltd


Cloud-based guest facing apps – fl exible operations, improved customer satisfaction

T here is no other industry where customer satisfaction is more important than in hospitality. In this highly competitive sector, guest

satisfaction is key to ensure repeat business when there are so many other options for the discerning customer. How can hotels differentiate themselves and remain attractive to today’s discerning guests?

One answer is technology- guest facing applications to be exact.

Cloud–based guest facing apps are a powerful tool when it comes to enhancing the guest experience. Many luxury hotels brands, such as Kempinski for example, are gaining a crucial competitive advantage by blending traditional 5-star service with cutting edge technology to offer their guests a truly unique experience. By offering multilingual in-room tablets that control everything from lighting to the TV, digital menus in their restaurants and touchscreen kiosks in their lobbies, hotels are managing to achieve better sales, reduce costs and above all create an enhanced and truly memorable guest experience.

Imagine a guest being able to book a room, check-in, order a meal, and even order a night-cap before they set foot in your hotel, right from their own device. If it is a repeat booking, the system is able to remember the guest’s previous settings and offer them again as options during the booking process.

Imagine if your hotel provided a mobile application or a digital restaurant menu on a tablet, from which your guests could place a food order, then have this order

processed immediately through the POS and delivered to your chef and waiter – all without the need of having to input the order several times. Imagine having your guests permanently connected to your hotel, offering them services 24/7 without the need of having additional staff present to look after their needs and requests. This is all possible now and it is technology your guests are rapidly becoming familiar with. If your guests are already using it – you should be too.

forbes


Engineered for Perfect Results - Everytime

The hotelier is able to design pages by

easily accessible templates - via their own laptop or PC

The Importance of Ensuring that Audio-Visual Technology is not Over Complicated

I n technologically advanced times, there is inclination towards the belief that more complex solutions are more desirable. However,

where hotel TV systems equipment is concerned, we can confidently state that it is imperative to retain a degree of simplicity of use.

Hotel guests seek a ‘home from home experience’, and would in fact be deterred by overly complex in room entertainment packages.

Should a hotel have a specific requirement for a guest information system, it is fundamental that the appropriate technology/ IT infrastructures are implemented in order to ensure functionality. Broadband CAT5 capacity would need to be ascertained for a number of these solutions to be employed.

However, Philips have devised a

product which offers a simple platform upon which hoteliers can build their own bespoke information pages to display on the guest TV. This technology, SmartInfo, enables hotels to have their

by easily accessible templates - via their own laptop or PC. These pages could be used to convey relevant guest information about health and safety, or menus and spa facilities; driving revenue generating areas internally. Alternatively, its advertising space could be offered out externally to local businesses, thus generating a further revenue stream.

We believe that this product offers a user friendly solution that will not baffle guests but will deliver the desired impression.

For more information contact Forbes Hotel TV [email protected]

own brand specific landing page, which looks like a webpage, with layers of interactive information pages. This is all facilitated without the necessity for a CAT5 infrastructure as it can be run through an existing coaxial network.

The hotelier is able to design pages

has the correct mineral

content, protecting glassware, and efficiently

retaining its appearance.In terms of programme selection,

Miele has developed technology that is unparalleled, with programmes being fully modifiable to offer exceptional flexibility, with programmes that are sector specific for B&Bs and guesthouses, health & beauty environments, spa & sports Clinics, catering, and many more.

Furthermore, there is an option to select the language, to suit to operator.

For more information or a free survey www.forbes-laundry-rentals.co.uk tel 0845 070 2331

The honeycomb pattern on the drum creates a protective thin film of water upon which laundry gently slides. Furthermore, the small perforations prevent damage or pilling to fabrics and do not leave any dimpling on the load after spinning.

The Miele tumble dryers enable laundry to travel further, thanks to the rounded, patented SoftLib Ribs. These ribs increase exposure of the load to the warm air, and gently cushion laundry as it tumbles. Electronic moisture sensors, measure levels of residual moisture in the load, ensuring precise drying results.

Miele dishwashers are developed using Perfect Glasscare technology which allows for optimum washing results, after incredibly quick programme cycles. Miele has devised technology which ensures that the water used in their dishwashers

E stablished in 1926, and with many years’ experience in the laundry industry, Forbes has keenly observed the developments in

commercial laundry and is now proud to be partnered with Miele, offering the most cutting edge laundry technology on the market.

Miele’s unrivalled engineering and programme design and technology are what have firmly cemented their position as the premium commercial laundry brand. Their products undergo rigorous testing through 30,000 test cycles, and offer uncompromising quality, long life spans and innovative and individual solutions.

Miele have patented their own honeycomb drum, which has many valuable benefits but, essentially, ensures that items are perfectly cared for throughout the laundry process, with even the most sensitive materials escaping the damage often caused by wear and tear.

case study: hand picked hotels


H and Picked Hotels is a collection of 17 country house heritage properties located throughout the UK and Jersey. The owners

discovered a need for a more seamless IT operation and opted for a new system, complete with the support of consultancy partner, Sureline.

The challengeHand Picked Hotels was using Buffalo Technology’s LinkStation Pro network attached storage (NAS) devices to manage IT operations across its nationwide hotel network. Although the setup was functional, regular IT support from consultancy partner Sureline Support was required to keep things running smoothly, as tapes had to be changed manually. Hand Picked Hotels’ employees generally have limited IT experience and are too busy focusing on the core responsibility of running a hotel to be burdened by the necessity to understand and execute IT maintenance. Ken Arkley, commercial director, Hand Picked Hotels said: “It

became clear that it wasn’t practical or economically wise to have our employees doing IT work, so we had to invest in a more sophisticated IT network to remove this issue.”

The solutionSureline Support is in the process of replacing the LinkStation Pro devices in all 17 of Hand Picked’s hotels with 12TB TeraStation 5400 NAS devices, allowing entire backups to be run across

the nationwide network. Mike Fiksen, IT Manager, Sureline Support explained: “The TeraStations are a natural progression from the LinkStation Pros for a growing hotel business. We have removed the human element from the IT room as hotel employees are no longer required to change tapes and everything is synced up. From a support perspective this makes things so much easier.”

Business benefi tsThe Buffalo TeraStation-powered IT network has enabled Hand Picked Hotels to cut costs and increase efficiency. IT support costs have been reduced as much of the maintenance and employee time previously required to keep things running have been removed. Louise Fiksen, office manager, Hand Picked Hotels said: “Now that the backup does not require manual intervention we are saving around 30 minutes per week. It also relieves the monotony of changing the tape on a daily basis and means that if there is an issue it can be picked up straight away by our IT service desk without staff in this office becoming involved. Overall, it’s a much more efficient way of carrying out a backup, which is vital given the amount of data that is processed on a daily basis.”

Mr Fiksen said: “Everything is quicker – data transfers and backups are not the long-winded process they were becoming. We have enabled Hand Picked Hotels to continue growing for the foreseeable future without the concern that IT limitations will stop them in their tracks.”

Eliminating the risk of human error, Hand Picked Hotels is rolling out a new advanced back offi ce system which runs entirely on its own

Hand Picked HotelsGets an IT Upgrade

About Buff alo TechnologyBuffalo is a global manufacturer of innovative storage, multimedia, and wireless networking products for the home and small business. The company’s storage products address the needs of the individual and the business, providing cost-effective network attached storage (NAS), portable and desktop hard drives, multimedia players and wireless LAN routers, together offering a complete and integrated solution.

Hand Picked Hotels chose Buffalo’s 12TB TeraStation 5400 to back-up its entire nationwide network, cutting costs and improving efficiency. Pricing (including VAT) :TeraStation 5400 4TB – £709.99TeraStation 5400 8TB – £809.99TeraStation 5400 12TB – £929.99TeraStation 5400 16TB – £1,339.99

“We have removed the human element from the IT room as hotel employees

are no longer required to change

tapes and everything is synced up”

g g

hotel marketing agency


You don’t need to spend a fortune to personalise and print your literature

Give your business a facelift, without the hefty price tag

Really good news!There’s 10% off

throughout December

U pdating your image needn’t cost a fortune. Hotel Marketing Agency allows hotels and restaurants to personalise and

print stylish, promotional and operational literature at a fraction of the expected price.

Featuring an extensive range of professionally-designed hotel literature, you can personalise everything from comment cards, afternoon tea and TDH menus, to do not disturb door hangers and websites, plus much more... all to reflect your hotel and restaurant perfectly. If you have a chain of restaurants or hotels, create the same polished look across them all with the Hotel Marketing Agency.

But here’s the best bit - because the design work has already been done – there’s only the printing and postage left to pay for! And the really good news?

There’s 10% off throughout December.Upload your logo, your images (if you

wish) and alter the text to create individual items tailored to your business. With the facilities to change pictures, populate documents with your logo and amend the

text - these online designs put you firmly in control and are the easiest way to get a ‘five star’ impression, without the price tag.

With the Hotel Marketing Agency, the process is so quick, simple and cost-effective that you can renew and replace your materials as soon as they start to look a little worn, or as soon as you fancy a change, plus you’ll also benefit from a discount on repeat orders.

Furthermore, if you would prefer a totally unique presentation, the Hotel Marketing Agency can provide you with an award-winning, bespoke design service – just ask for details.

Visit us at www.hotelmarketingagency.co.uk and start saving today!

welcome computer systems


The Booking Systemyou Have Been Waiting For

“You never need to worry about backups and there is no special software installed on

your computer”

B uilt on over 30 years of experience in the hospitality industry, Welcome Anywhere is the booking system you’ve been

searching for.Welcome Anywhere is web-based,

which means you can access your reservation chart from any web-connected PC, Mac or tablet in the world. Although you can leave Welcome Anywhere to sell you rooms for you, it will always be there when you need it, wherever you are.

You never need to worry about backups and there is no special software installed on your computer – you simply need an internet connection.

Welcome Anywhere includes online booking for your hotel website as standard. No commission fees, no setup costs and no headaches. We’re big advocates of the hotel website, and that’s why we don’t charge you a penny for

bookings taken via yours. It should be your most profitable source of online bookings, and the Welcome Online booking facility will help make this so.

You can also realise the revenue potential of your Facebook page by adding

Welcome Anywhere is available for just £35 + VAT per month, with no setup fee.

Optional, two-way links to Booking.com, Laterooms and SiteMinder mean you will never have to manually update a third party website ever again. Rates and availability are automatically synchronised and bookings allocated a rooms without you having to lift a finger.

For further details on Welcome Anywhere and to sign up for a completely FREE one month trial, head to www.welcome-anywhere.co.uk or call 0845 4582121.

the booking button and paying nothing for the bookings you receive. Advance payments can be processed for guests booking online and discount codes offered to help tempt them away from high-cost agencies.

WiFi


...but not as we know it. Frank Oakes, director of Cyberair tells us more

WiFi...It’s

Time for an Upgrade

“Forget complimentary

breakfasts, free car parking or coffee, our guests’ number one requirement is for

free WiFi that works”

Oatlands Park Hotel is a historic country house set on a large estate, dating back to the 16th century. This listed building had a WiFi solution provided by its own IT team, but coverage and consistency of service was an issue. Its owners called upon Cyberair to solve its WiFi problems with a Guest Smart fully managed package for hotels.

David Bull, IT manager at Oatlands Park Hotel said: “Our guests demand the very highest standards and WiFi is no exception, so we needed a solution that provided more than just WiFi access. We needed a service that would be operated to the very highest Service Level Agreements (SLA) and the ability to monitor the quality of the services and support that was being delivered to our guests. A system that is simple, compliant with EU regulations and that protects the privacy and identify of our guests.”

Cyberair met with the IT team at the hotel and devised a plan that covered everything from the location of access points and cable routes through to a detailed SLA, which included ongoing operation, support and maintenance. The installation would also provide IP based CCTV within key areas of the hotel to assist with its growing security needs.

“Guests just want to be able to use their smartphone and tablets within a comfortable environment. WiFi has changed

how guests interact with the internet; we want to change the way they interact with us and our staff,” added Mr Bull.

As a cloud-based open architecture, the platform is easily extendable and has been used to deliver a range of custom applications and dashboards to the hotel's management and IT team. While every aspect of the system is managed by Cyberair’s service management team, every login, device, call, service and quality event is logged and available in real time to the hotel’s in-house teams.

F orget complimentary breakfasts, free car parking or coffee, our guests' number one requirement is for free WiFi that works.” This

is a customer quote from one of our clients in the hotel sector. Hotels appreciate that WiFi is now part of their standard service offering, whether you have leisure or business guests, they all expect to access the internet through a variety of portable internet-enabled devices.

Traditionally this service has been treated as a ‘bolt on’ to a larger contract that delivers other essential services such as movie, TV and telephony packages into guest rooms. In many cases the system has been installed to provide a courtesy type access, with no regard to the system

a hotel might have in place already.This situation has now reversed and

the demand for free WiFi or High Speed Internet Access (HSIA) from guests has exploded, while the demand for in-house revenue earning movies and telephony

packages has slumped. Rather than using the telephone system or buy movies from the hotel, guests want to use smartphones, Skype or watch iPlayer.

The influx of these new devices and services onto the market has placed a massive strain on the WiFi and internet capabilities of our hotels.

So if this is the situation we find ourselves in what is the answer? Installing a completely new system sounds expensive and disruptive, so it’s not surprising that many hotels attempt to resolve this by adding more bandwidth to what is already there.

In reality these options are too narrow, serving only to add to costs rather than provide the value and quality of service that guests demand. It is possible to use what a hotel already has in place and connect to cloud technology to provide the necessary monitoring and control for a fast, effective WiFi solution.

Once you have the system in place the next decision is what, if anything, does a hotel charge for their WiFi service? The Cyberair system allows hotels the flexibility to mix and match complimentary, premium and free WiFi services.

Communicating with hotel staff effectively is another dynamic that can be realised through this solution. It allows hotels to simplify and integrate their internal processes. Staff can securely connect to their own devices and communicate with them using housekeeping, room service or via WiFi-enabled smart badges.

The debate over free and paid for WiFi is one that continues and there are a few hotels such as InterContinental and Premier Inn who are leading the way by offering it for free in all their hotels. However, until the trend gets up to full speed with the whole industry, it is still expectable to charge if this option best suits your business.

“

For more information go to www.cyberair.co.uk

the beach house agency


A Necessary Evil

“The evil is not so evil. Assuming that your hotel has a functioning, reliable

telephone system”

W hen a series of reports were published claiming that there was more bacteria on the average hotel

telephone handset than under the toilet rim in November 2012, hoteliers were hardly quaking in their complementary slippers about lost call revenues. Call spend had long been destroyed by the proliferation of the mobile telephone and the market erosion of its replacement, paid-for Wi-Fi was well underway. It is easy to see why some view the guestroom handset as nothing more than a ‘necessary evil’.

The guestroom handset is a highly visible part of room decor - even more visible if it’s old beige with ingrained deposits from the hands of every guest over the last 5 years - and does still contribute to the positive guest experience. It provides your guests with the security and convenience of being able to communicate with the front of house team and each other. That’s the necessary bit.

The evil is not so evil. Assuming that your hotel has a functioning, reliable

telephone system, only the guest room handsets need to be replaced.

Revenue generation from the guestroom handset is still a reality, it’s a little more subtle these days but making your guestroom handset simple and attractive to use will still pay dividends. Full service hotels will

The guestroom handset will provide the impulse buyer with instant gratification to book a restaurant table, extend their stay or book again for a future date.

The omnipresent Telematrix remains a contender, but others are introducing more modern styling and materials. The Cottel Fuego Smartstation is a thing of beauty and has a quality feel that one could expect to pay much more for, yet it is similarly priced. The boutique hotel seeking something a little more fashionable may well consider the range available from Jacob Jensen along with their matching clocks and weather stations.

find the upside less subtle as guests order room service or book spa treatments. But whatever facilities are available; the positive guest experience will generate referrals, return visits and positive reviews. If you doubt this check out how often the telephone is mentioned on online hotel review sites.

what’s on


Now in it’s second year, Sarah-Jane Lampe catches up with Claudia Harris, event manager of the Hospitality Technology Europe 2014, to fi nd out what’s new at this year’s show

Hospitality Technology Europe 2014 is Back

About Claudia HarrisClaudia Harris, event manager of the Hospitality Technology Europe 2014 has been in the events industry for nearly 10 years. She says: “I wanted to provide a home within an exhibition format for hospitality technology in Europe that wasn’t there previously and one that hoteliers were asking for.

“There has been a rise in hospitality exhibitions in the past number of years, but none truly focused on technology in Europe where many companies from start-ups to established players could find a voice. This is where HTE comes in and I bring a wealth of knowledge from the sector having directed the International Hotel Technology Forum (IHTF) event to great success for six years. To put it simply, it is an honour to be able to lead and reflect such a growing and fast moving market.”

H ospitality Technology Europe 2014 (HTE) is a dedicated event for the European hospitality technology community and will

be taking place on February 4-5, 2014 at Earls Court in London.

Last year was the first time the event had been held and with great success, as the show buzzed with buyers, suppliers and market optimism.

More than 1,300 of Europe’s hospitality technology elite attended, with the event floor, panel discussions and supplier master classes all packed with buyers bursting with fresh ideas.

This year is set to be no exception, with a number of exhibitors from last year’s show having rebooked stands for 2014 at the earliest point.

Tell me about the show and what we can expect this year?“With the advisory board shaping our content, we have a great line up of speakers and topics for all attending. Featuring a large line up of suppliers and covering all hospitality technology sectors, the event will feature a host of thought provoking conference sessions, practical case studies, interactive events, supplier-led masterclasses, industry roundtables and more.

“Forming the foundation of the event are seven topical ‘Question Time’-style panel debates, which will undoubtedly prove to be extremely popular with both visitors and exhibitors alike. Appealing to senior hotel and IT executives, the roundtable panel debates will cover a wide range of hot topics, and provide buyers with fascinating insights into the often-opposing viewpoints of the suppliers, buyers and intermediaries on the panel.”

Are there any new additions to the show – what’s changed?“New for 2014, HTE has created a special Multimedia Showcase area where visitors can touch and discover new technology developments in a pressure free, interactive environment. The Multimedia Showcase is due to feature everything, from software and hardware to content, apps and touch technology and is most

definitely going to be one of the standout elements of this year’s show.

“We’re also rolling out the red carpet for our VIP attendees and have created an exclusive VIP programme of high-level learning sessions and peer-to-peer networking events, specifically geared towards CIOs, IT directors and revenue, distribution and ecommerce decision makers and influencers.”

What product launches will we see at the event?“I don’t want to give too much away by talking about any of the new product launches that will be happening at the event, but rest assured that with names such as Infor, iTesso, Guestline and Sabre Hospitality exhibiting, there will be plenty of exciting new and innovative product announcements.”

Who will be attending this year’s event?“There is a lot of decision making power for technology within hotels, from the general manager to IT directors and sales and marketing, that it is absolutely imperative they all can congregate in one place to see what is available to them, which is exactly what our exhibition does. We want to represent all aspects of hotel technology to provide an overview of what direction the industry is moving in, and for 2014, we will be bringing together more than 100 specialist providers of hospitality technology products and services, and

more than 1,500 technology executives over the course of the two-day event.”

Who should we look out for?“The person I’m most looking forward to listening to is our keynote speaker Randy Dearborn. Randy is vice president multimedia and guest technology at MGM Resorts International and will be presenting his keynote address at 9:45am on February 5, 2014. My advice would be to get a seat well in advance, as this is expected to be one of the major highlights of the show.

“Randy has been with MGM for nearly 20 years and in that time has played an instrumental role in the development of the various properties’ digital media technology, including content, hardware and software. He promises to be a really captivating speaker.”

To find out more and to register, visit www.hospitalitytecheurope.com.

tech trends


We speak to some of the industry's most technologically-minded experts to get their predictions on the trends to watch for the next few years

Technology

Futuristic Predictions Richard Grundy, co-founder & director, Techdept gives us an insight into the hotel of the future “In the future hotel, your mobile is your personal connection to the front desk, concierge and every other service available. Check-in is triggered by your physical arrival at the hotel. The phone app can detect your position with GPS and automatically request the check-in. A digital room key is issued directly to the phone. The door to your room opens as you approach, thanks to Bluetooth technology, but remains locked when you are in your room for privacy. Touching a button on the inside opens the door again.

“What about customer feedback? Integrated tools within the application allows you to snap pictures of problems and send them directly to a central complaints system. The appropriate team is then alerted.

“These facilities are made possible by a global service layer running centrally in the cloud for every hotel in the chain. No need for loyalty cards just a single account for every guest. The mobile application is connected to the service layer, providing up-to-date availability, booking facility and it constantly updates offers in real time targeting the customer based on profile data.

“All this digital interaction creates what we technologists call ‘big data’. By effectively ‘mining’ this data, hotels will be able to find patterns of travel, frequency of stays and collate customer feedback into useful business intelligence.

“With the right global hotel technology standards, the mobile application could be created by any company and run on any device. As voice recognition and wearable devices become prevalent, a traveller might simply talk to his iWatch to ask Siri for a late checkout. Apple servers could then determine the hotel you are staying in and issue the request directly from their systems, showing a short message on the watch when it was confirmed.

“Standards will drive consumer uptake, because the trick to customer satisfaction is clear communication through the channel of their choice, not yours. The future hotel is connected to its customers.”

Get Ahead with

T he consumer demand for quality, visually exciting and physically high-tech gadgets is as hungry as ever, and guests expect to walk

into a hotel room and be wowed by what's

on offer. Whether your forte is bespoke interiors, spectacular dining facilities or a speedy WiFi service, striving to impress with your technology offering could pay dividends, whatever the aim of your brand.

“Hoteliers are getting ready for the age of the tablet and smartphone”says Jeff Edwards, head of global hotel business, Amadeus We’re seeing a move to tablet devices within hotels, which will become ubiquitous within the next three years. Because tablets are low-cost and so easy to pick up and carry around, they make excellent property tools for hoteliers – the hotel workstation could go away entirely.

But it’s not just devices within hotels that are changing – in the next two years, smartphone usage in the US will hit 80 per cent and by next year, more travel transactions will be made via mobile than PC. A ‘consumer-like’ user experience will be expected in business as well as leisure travel. Hoteliers are preparing for this trend with cloud-based property management systems (PMS) that will give them greater control over central distribution and allow them to take advantage of location-based promotions, opt-in deals and so on.

Personalisation – the ‘me’ generation Technology is allowing a greater focus on individuals, helping hotels to better cater for guests’ personal preferences. This heralds the move from segmentation to personalisation. In practical terms, dynamic pricing tools that recognise individual customers will replace the RMS. The benefit of this is that you can tailor the rate to the person.

IT framework – the move towards cloud and integration The time has come for PMS and CRS and other key hotel IT components to be integrated. In technical terms, this means a move away from servers and workstations towards apps and wireless services in the cloud.

For hoteliers, the challenge is not recognising that these issues are here to stay; it’s understanding how to adapt and evolve their IT systems to reach this goal of delivering single-view capabilities. This move from old to new system requires a migration and we are seeing more of these as hoteliers move towards the cloud.

call systems technology


Perfect Service with Genesis

“Effective communication enables staff to respond quickly, making your

organisation more effi cient”

G reat British hospitality can only be achieved with reliable communication between staff and guests. Genesis™

Messaging Software by Call Systems Technology [CST] allows staff to stay in touch wherever they are and whatever they are doing.

The major benefit of Genesis is how it links many different devices, so staff only need to carry one pager or phone. Messages can be composed and sent from any PC on the network to alphanumeric pagers, DECT handsets, GSM mobiles and two-way radios. Effective communication enables staff to respond quickly, making your organisation more efficient.

As well as being fast and effective, it’s also discreet. Genesis provides a vital link between customers, management and hotel staff so everyone, from first aiders to maintenance staff, can be contacted instantly.

For instant customer service, Genesis can be connected to a wireless call system, such as CST’s ServiceCall. This system enables clients to call for immediate service at the touch of a button. Staff are free to multi-task, safe in the knowledge that they will be alerted directly, via their pager, the moment their services are required.

Having worked with hotels such as Hilton, Mercure, HandPicked, Thistle, Hotel Du Vin, The Grove and Malmaison, you will benefit from a team of experts who can tailor a system according to your specific needs.

For details, freephone Call Systems Technology on 0800 389 5642 or call 020 8381 1338, email the company at [email protected] or visit the CST website www.call-systems.com

Staff and customer protection is a key issue for every organisation. Genesis can integrate all alarms into one system and ensure staff are always in contact. The system delivers an extra level of protection giving at-risk staff the confidence to do their job effectively.

neutrik


MULTIFUNCTIONAL USE

BIDIREKTIONALPLUG & PLAYPURE SOUNDROBUST

TRANSMISSION

Join us on facebook www.neutrik.com www.experience-neutrik.com

Does audio cabling present a constant challenge?Neutrik, the leader in professional audio connectors has introduced an innovative solution to maintain the same performance of a wired audio cable without the many difficulties in using conventional solutions in a multi- purpose space.

XIRIUM is a universal digital wireless Audio system for multifunctional room layouts. It considerably reduces set up time and eliminates unsightly cabling.

XIRIUM | The Wireless Alternative to Audio Cables!

Wirelesscablingsolutions

“Are you conscious of the need to prevent

trip hazards whilst protecting the décor

and fl oor coverings of your venue”

D oes cabling for corporate presentations, banqueting or theatre style events present constant challenges? Are you

conscious of the need to prevent trip hazards whilst protecting the décor and floor coverings of your venue?

Solutions up to now have used Gaffa Tape, trunking and suspended cables around doors. This may help to reduce the likelihood of a health and safety incident with the possibility of someone tripping over the cables, but is, at best unsightly, may damage and reduce the life expectancy of the flooring whilst also spoiling the interior design and even the feel of the event space.

How many times are your ‘Universal Spaces’ changed around? Many hours may be spent just setting up equipment and hiding cables for Corporate

Events, Weddings or Top Table discussions, which invariably reduces the potential revenue of the room or function space.

Wireless solutions are widely accepted technologies for hospitality often covering all your communication and IT needs. Now a new innovative solution provides a real

Neutrik, the leader in professional connectors for live sound and event markets have introduced XIRIUM which utilizes digital transmission to maintain the same performance of a wired audio cable without the many difficulties and challenges using conventional technologies in a multi purpose space.

A Neutrik XIRIUM system provides up to eight uncompressed, independent audio channels, which means your top table, lectern or powered loudspeakers will be free of trailing audio cables.

This unique product offers a bi-directional audio link and utilizes the license free 5Ghz WIFI Band with automatic ‘free’ channel selection and a plug and play interface. Imagine an event without wires!Contact us for more information or a demonstration on how XIRIUM could enhance your functions and events.

opportunity to replace unsightly cables for audio applications including loudspeakers, media devices, lecterns, mixers and microphones etc.

Technology DIRECTORY

www.hotel-magazine.co.uk

Neutrik UK LimitedWestridge Business Park

Cothey Way, Ryde, Isle of Wight PO33 1 QT

Tel: 01983 811411www.neutrik.co.uk

Novar ED&S Limited (A Honeywell Company)

Honeywell House, Skimped Hill Lane

Bracknell, Berks RG12 1EB

Tel: 01268 563740www.honeywell.com

Global Entertainment Management(UK) Limited

401 Centennial ParkCentennial Avenue, Elstree, Hertfordshire WD6 3TN

Tel: 0208 953 0160www.hoteltv.co.uk

Elstead Lighting LimitedElstead House, Mill Lane

Alton, Hampshire GU34 2QJT

Tel: 01420 82377www.elsteadlighting.com

Iris Software Systems35 Heddon StreetLondon W1B 4BR

Tel: 0207 099 9242www.irisapps.com

GuestlineGuestline House, Shrewsbury Business Park

Shrewsbury, Shropshire SY2 6LG

Tel: 01743 282300www.guestline.com

Blu Sky MarketingThe Old Doctors Surgery

4 West End, Oakham, Rutland LE15 8BD

Tel: 01572 420012www.bluskymarketing.com

Girbau UKGirbau House

Trust Industrial EstateWilbury Way, Hitchin SG4 0UZ

Tel: 01462 427780www.girbau.co.uk

Technology DIRECTORY

www.hotel-magazine.co.uk

Airwave Europe LimitedLime Place, Rosier Business Park

Billingshurst, West Sussex RH14 9DE

Tel: 0845 555 1212www.airwave.tv

Call Systems Technology LimitedMiddlesex House

29 – 45 High Street, Edgware, Middlesex HA8 7UU

Tel: 0208 381 1338www.call-systems.com

Forbes Rentals7 Wells Place

Gatton Park Business CentreMerstham, RedhillSurrey RH1 3DR

Tel: 0845 675 3247www.forbes-rentals.co.uk

Frima UK LimitedDalton House

60 Windsor Avenue, London SW19 2RR

Tel: 0845 680 3981www.frima-uk.co.u

British Sky Broadcasting LimitedSky Business

Grant Way, Isleworth, Middlesex TW7 5QD

www.business.sky.com

Hotel Marketing Agency1 Carrside, Lomeshaye Industrial Estate

Nelson, Lancashire BB9 6RX

Tel: 01282 447385www.hotelmarketingagency.co.uk

Welcome Computer Systems LimitedHarvest Barn, Spring Hill Farm

Harborough Road, Pitsford, Northampton NN6 9AA

Tel: 0845 458 2121www.welcome-computers.co.uk

The Beach House Agency LimitedJubilee House, 3 The Drive

Great Warley, Brentwood, Essex CM13 3FR

Tel: 0845 116 6419www.beachhouseagency.co.uk

guestline


PCI compliance – prime reasons to ensure you do not get caught out!

“storing payment card details enables you to

charge for lost revenue”

D id you know that in 2012, 54 per cent of all credit card breaches and fraudulent activity worldwide occurred within the

accommodation and food and beverage industry?*

Regardless of the penalties any hotel could face from a compliance point of view, this statistic is still worrying and potentially very damaging to any business.

It is for this reason that the banks and acquirers such as Visa and MasterCard have made hotels and businesses within the hospitality industry agree to store their card data securely within their terms and conditions of the merchant services agreements. These payment card storage rules are through the Payment Card Industry Data Security Standard (PCI-DSS).

Acquiring Banks (E.g. Streamline, First data merchant services etc.) can be fined by the card schemes if their merchants are not compliant. They are now aggressively chasing and auditing businesses on their PCI compliance and the fines and penalties incurred can, if their targets are not reached, be passed on to the

merchants. Non-compliance fees are being implemented via increased transaction percentages and monthly flat charges, variable by acquirer.

Guestline, who are providers of software to the hotel and hospitality industry, have outlined several key reasons for hoteliers to follow and ensure they are compliant and warns of the dangers and implications they face if they find themselves in breach of PCI compliance.

Manager Software will save money by significantly reducing the liability and opportunity for charge-backs due to fraudulent activity.

■ Potential loss of existing and new business - Hotels are beginning to find during corporate rate negotiations that compliance with PCI-DSS is a pre-requisite for winning the business

■ Risk of heavy fines and on-going, costly external auditing if a breach occurs*Source Verizon Data Breach

investigations report 2012

■ Any business ‘touching’ credit card data MUST be level 1 PCI compliant

■ Becoming PCI Level 1 compliant will make you money - storing payment card details enables you to charge for lost revenue through cancellation charges and take payment for no show fees

■ Becoming PCI compliant will save you money - Guestline’s PCI

Documents

TechnologyUpdate - Hotel Business · 19 Case Study Hand Picked Hotels gets an IT upgrade 23 Get the Right Connection WiFi and tailoring it to your hotel’s needs 25 Hospitality Technology