SMARTInformation Intelligence by reportNovember 2008 – April 2009 Hotel Technologies European Edition
> Lighting the Way to the Future
Industry Spotlight
Douglas Rice Johanna Fragano Charles Reed Executive Vice President CEO President & CEO EHMA Docomo interTouch HTNG
Hotel Technologies European Edition
SMARTInformation Intelligence by report “Get SMART”! Hotel Technologies
A CLEVERDIS Publication Welcome to our latest SMARTreport – what we hope will be 65 avenue Jules Cantini • Tour Méditerranée 13298 Marseille • France a valuable resource for all those having anything to do with Tel : + 33 4 42 77 46 00 • Fax : + 33 4 42 77 46 01 technology in the hotel trade but are too busy to spend too much E-mail : [email protected] • www.cleverdis.com SARL capitalised at e 128,250 • VAT FR 95413604471 time on it. Supported by the major players in the market, the RCS Aix-en-Provence B 413 604 471 - 00024 SMARTreport is a twice yearly European-wide reference guide • Publisher: Gérard Lefebvre ([email protected]) specifically dedicated to Hotel Technologies. It is similar toa • Publishing Director : Jean-Guy Bienfait trade show in its construction, with: ([email protected]) • Hospitality Project Manager: Masha Polshinskaya • Conference spaces, where end-users speak of their ([email protected]) experiences, about the whys and wherefores of new Hotel • Editor-in-Chief: Richard Barnes ([email protected]) • Associate Editor: Jooree Cho ([email protected]) Technologies; • Art Director: Hélène Beunat ([email protected]) • Spaces open to professional associations and analysts, • Editorial Coordination & Design: Valentina Russo ([email protected]) Masha Polshinskaya including Cleverdis itself. Our vocation is to provide a kind • Sales Director: Bettina Badon Hospitality Project Manager of toolbox as how technologies are progressing and how the ([email protected]) • Marketing Director: Jean-François Pieri Cleverdis hoteliers can leverage them for better efficiency, profitability ([email protected]) Tel: +33 (0)4 42 77 46 00 and guest comfort; • With the participation of: Raphaël Pinot • Commercial spaces – just like booths at a trade show – where ([email protected]) [email protected] • Printing: Imprimerie Toscane, France the main players in the market can present themselves in an exhaustive and synthetic manner. They are able to highlight © CLEVERDIS 2008 - Registration of Copyright October 2008 After having worked in the PR ISSN 1771-2815 & Marketing industry in Russia, their key competencies and references. The object here is for Information presented in this publication is purely indicative in order to illustrate anyone on a project team to be able to obtain a clearer view of subjects contained therein. No guarantee can be given as to the accuracy of data then on French web-TV, Masha or content at time of printing and thus the latter should not be used to Polshinskaya joined Cleverdis in “who does what” and how they differentiate themselves. professional or commercial ends. While all efforts have been made as to 2008 as Project Manager of the accuracy and pertinence of content and data contained in this publication, CLEVERDIS may in no case be held responsible for the consequences, whatever Hotel Technologies SMARTreport You can pick up a hard copy of the SMARTreport at all the their nature may be, that may result from the interpretation of this data or publication. Her mission is to important trade shows dealing with Hotel Technologies or content, or any eventual errors therein. All rights are reserved. Any reproduction manage relations with Hotel Own- of the content of this publication, even partial, by any procedure whatsoever, is order it on our website. The SMARTreports are also distributed ers, Investors, Hotel Managers, strictly prohibited without the prior authorisation of the publisher. Any copy, in PDF format via www.cleverdis.com and through e-mailing whether by photography, photography film, magnetic tape, disc or other means Tour Operators, Event Managers, campaigns by our partners to their members/visitors/clients. constitutes a forgery, liable to punishment under French law under the legislation Customers, Solutions Providers of 11th March 1957 covering copyright. All brands cited in this publication are In order to be more useful and to simplify the relations between registered trade marks and/or belong to companies which are their respective & Installers. She is also in charge proprietors. The publishers and editorial staff decline all responsibilty as to of partnerships for the important Owners/Investors, Hotel Managers, Customers, Tour Operators, opinions formulated in this publication by those interviewed or cited therein. trade shows in the hospitality in- Event Managers, Solutions Providers and Installers, we created Their opinions are entirely their own, and are included with the understanding the ultimate communication & information on-line platform - that they contain, to our knowledge, no malicious intent. The inclusion of all dustry. Her fluency in English, texts, photographs and other documents supplied by those included in the French, and Russian is useful the Hotel Technologies Hub. encyclopaedia imply the acceptance by their authors of their free publication when dealing with Cleverdis in- www.hospitality-hub.com is a worldwide information exchange, therein. Documents and photgraphs are not returned. It should be understood that this publication contains forward-looking statements that involve risks, ternational clients and partners. allowing all actors in the industry to access information with uncertainties and assumptions. All statements other than statements of She holds a Masters Degree in In- greater ease than ever before. historical fact are statements that could be deemed forward-looking statements. ternational Public Relations from Risks, uncertainties and assumptions include assumptions relating to the timing Our publication is designed in a “win-win” spirit. That’s why the Institute of Political Studies of of the record date. If any of these risks or uncertainties materialises or any of whether you are a major or minor player in the sector, we these assumptions proves incorrect, actual results could differ materially from Aix-en-Provence, France. She also the expectations outlined in these statements. Cleverdis assumes no obligation obtained a Masters Degree in Ter- welcome your comments and input for the next edition, due for and does not intend to update these forward-looking statements during the publication in May 2009. period of publication. Photo Credits and Copyright: All Rights Reserved ritorial Management and Regional Economy in Russia. In the meantime, we wish you “Happy Reading”! About Cleverdis where it’s needed most
Founded in 1997, French-based company, Cleverdis is an international organisation designed on the concept of “information intelligence”, meaning the filtering and structuring of information in such a way that it can be readily utilised within a specific market. Our publishing activity includes SMARTreports and SPECIALreports. Explained above, the SMARTreport on Hotel Technologies has over the past four years become the reference in this field for hotel management, including our www.hospitality-hub.com, and today with publications for the European, French and Middle East markets. By the same token, our European and French “Out of Home Digital Media” SMARTreports are also without equal. Cleverdis SPECIALreports are custom mini-publications that allow top manufacturers to fully explain the background to their latest offering in a concise and structured manner, unlike any sales or marketing document they would be able to produce themselves. Find out more at www.cleverdis.com and www.hospitality-hub.com.
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THE ULTIMATE SOURCE BOOK Communication Audiovisuelle Dynamique Out of Home Digital Media France FOR HOTEL TECHNOLOGIES CLEVERDIS Edition • April – October 2008
> RETOURS D’EXPÉRIENCES Signalétique, PLV dynamique, Télévision de marque, Communication interne > LE MARCHÉ > MANAGER SON PROJET > LES ACTEURS CLÉS CLEVERDIS Edition • septembre 2008 – mars 2009
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 1 CONTENT
03 Welcome to Equip'Hôtel 2008! – Interview 36 Guest satisfaction remains the key driver 19 with Valerie Lobry, Reed Expositions for Quadriga France 37 Revenues from IPTV? Not a joke anymore… 04 At The Heart of Hotel Technology – – MCOM Interview with Douglas Rice, HTNG 38 HD has (Really) Arrived in Europe! – VDA 40 Are Hotels Maximising The Hollywood 7 > THE EVOLVING MARKET AND Advantage? – Filmbank 42 The Ultimate Wow Factor for Your Suites KEYPLAYERS – Epson 08 The Crisis – A Spectacular Drop in 45 Increasing Demand for “all-in-one” Occupancy Rates – Interview with Philippe providers – Interview with Milan Hanuš, Gauguier, Deloitte Mikenopa 09 “Filling the Gap Between Ideas and their 46 Put Your Guests in Control! – Crestron Implementation” Official Launch of IN TEHL/ IT Benchmarking at Property Level 47 > INTERNET & COMMUNICATION 24 – Analyst Report TECHNOLOGIES 10 “Innovation is still a major driver” – Interview with Georges Panayotis, MKG 48 Creating Services for the iGeneration – 11 Market Overview – MKG Hotel Groups Interview with Graeme Powell, iBAHN World Ranking 2008 – MKG Analyst Report 50 High Speed Internet Access in Hotels 12 The Telcos Arrive (HSIA) by Ted Horner 13 Services Drive Innovation in the Hospitality Market – Industry Spotlight with Charles 51 > Energy Management, Reed, DOCOMO interTouch Major Appliances and Air 14 The Swiss Army Knife of Hotel Conditioning Entertainment – Interview with Leo Brand, Swisscom 52 Energy Management in Major Appliances 15 My Job? IT Consultant – Interview with and Air Conditioning – Interview with Young Wibecke Vinke Ha Lee, LG 16 Meko Tracks TV Purchasing Trends in 54 No More Red Faces…Keep it Green – Hotels Schneider Electric 32 17 > HOTELS – BECOMING MORE 57 > Conference Technologies, TECH-FRIENDLY Digital Signage and In-House TV 18 Taking the High Road – Interview with Johanna Fragano, EHMA 59 Bright Ideas for Conference Centres – 19 Creating a “One of a Kind” Experience – Epson Interview with Claus Sendlinger, Design 60 Digital Signage – a Wayfinder and a New Hotels Group Revenue Generator! – Interview with Oscar 20 Interview with Paul Drubrule – Accor Elizaga, Scala Group 61 Developing In-House TV – Interview with 21 The (Elusive) Search for Consensus on Marcus Lubken, Idylle Production 69 Standards – Interview with Carson Booth, Starwood Hotels & Resorts Worldwide, Inc. 63 > PMS/Reservation/ 22 Upgrade for Ultimate Comfort – Concierge Systems/POS Testimonial with Han-Kee Park, Sofitel 64 Ambassador Technology Solutions Help to Increase 23 The Jewel In The Crown of the French Profitability and Guest Service in the Riviera – Testimonial with Michel Galopin, Booming Extended Stay Market – White The Grand-Hotel du Cap-Ferrat Paper by Softbrands 65 24 Getting the “Ambient Experience” – Case Integrated DCC as an Added Guest Service 65 Study citizenM Servebase Hospitality Solutions 67 > Education and Recruitment 27 > GUEST ROOM TECHNOLOGIES 69 Forming Tomorrow’s Elite – Interview 28 LG Makes Push into EU Hospitality Market with Hilary Murphy, Ecole Hoteliere de – Interview with Harry Moon, LG Lausanne 29 Following the Lead of the Consumer 70 Who is recruiting? Sector 71 Equip’Hotel Travels to the Middle East! 30 HD is coming to Your Hotel! – Interview – Interview with Yumna Chabrol, Reed with Onno Janssen, Philips Expositions France 32 A room with a view – Interview with Pammi 72 Events Calendar Mudhar, Samsung 72 Cleverdis Leverages Expertise 34 Differentiation Through Variety of TV Content – Interview with Markus Hiebeler, Deuromedia
2 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com >
exclusive Welcome to Equip'Hôtel interview 2008! Reed Exhibitions, the leading global organiser of professional trade fairs, is presenting Equip'Hôtel 2008, THE international exhibition for restaurant, hotel, café, bar and catering businesses.
In 2006, professionals appreciated of experts will be roaming up and down Equip'Hôtel’s new “lease of life” towards the aisles to select the most innovative a more modern, passionate event. This products from among the exhibitors. trade fair attracted more than 102,000 visitors and 1,292 exhibitors. Continu- To share the most noteworthy goings-on, a television channel will be continually ing in the same vein, Equip'Hôtel 2008 broadcasting information and themed will see even more reports live in each exhibitors, demon- hall, covering all strations, top chefs, of the latest news media events, pro- "Equip'Hôtel in the café, hotel fessional visitors and catering sector. and new markets has expanded These programmes Valérie Lobry being explored. We this year, with 5 will include highlights asked Valérie Lo- such as the School Division Director bry, Head of Reed Catering Convention, Reed Expositions France exhibition halls, Expositions’ Ho- the Worldwide Hospitality Forum, tel division, what as opposed the FNB Conference, After a career in press and publishing, the trends are this to 4 in 2006, and of course, the Valérie Lobry has been working year… special session on in the trade show business since and offers hotel technologies 1995. First with Exposium, as Sales Equip'Hôtel has at 10.30 on the 17th Director of the Sial and Emballage expanded this year, 17 sectors November, hosted show, and since 2004 with Reed with 5 exhibition by Cleverdis Editor- halls, as opposed of activity, Exhibitions, as Show Manager for in-Chief Richard to 4 in 2006, and Equip’Hôtel and now as Division Barnes. offers 17 sectors including 5 new Director including Equip’Hôtel Paris, of activity, includ- The technology sec- Equip’Hôtel Middle East, Vending ing 5 new sectors: sectors." tion is taking on more Paris, and European Sandwich and Catering concepts, Snack Show. Hygiene and clean- importance as well… ing, Lights, Outdoor Furnishings and SpaConcept. There’s a 10% increase That’s true. Equip'Hôtel is the only and in exhibitors over 2006, and 24% come the largest forum bringing together tech- from abroad. This revised segmentation nological solutions for the catering and gives maximum visibility to exhibitors and hotel industry sector. 130 exhibitors (15% maximum efficacy to visitors. Our orien- of them from abroad) are presenting the tation towards a more international event latest IT tools that have become indis- has also been successful, with a 13% pensable for the profession: online book- increase in foreign visitors from the five ing, management software, Internet so- continents already in 2006, and for 2008, lutions, plasma screens, Wifi connection, Equip'Hôtel is increasing its internation- safety, access control, POS terminals and al operations. 300,000 invitations were so on. Exhibitors include Amadeus, Assa sent out, we held 20 press conferences Abloy, Canal +, Cleverdis, Dometic, Loca- abroad, exceptional media coverage, and tel, Micros, Pi Electronique, Onity, Philips, we have the support of 24 Promosalons Quadriga, Swisscom, Toshiba System and offices, covering more than 40 countries, Vectron, just to name a few. All in all, it’s including Russia, Brazil, India and China. the “not to be missed” event of the year for European hoteliers! You’ve created new events within the Equip’Hôtel - 15th to 19th November 2008 event. Tell us about that… - Paris, Porte de Versailles (halls 2 / 3 / 4 / 7.1 and 7.2) Yes… the five days of the trade fair will be www.equiphotel.com marked by encounters and events. A jury www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 3 >
Read the whole interview at www.hospitality-hub.com exclusive At The Heart of Hotel interview Technology HTNG (Hotel Technology Next Generation) Sets the Roadmap
Within the numerous fields of technologies that come into play in the hotel business, all are evolving rapidly -- some faster than others. HTNG (of which Cleverdis is a proud member) is the worldwide body striving to outline norms and create a viable roadmap for the future. We asked HTNG Executive Vice President and CEO Douglas Rice what he saw as being the main trends in the market today…
The thing that is moving the fastest is in- Well we got twice the number of people room entertainment and there are several we were expecting for a first event: 162. developments that are really driving that. We had a great deal of interest from the One is the conversion to digital TV, which hoteliers in the region. I think we had the Douglas Rice is imminent now in the US and is following highest range of hoteliers in the audience in other parts of the world, but it’s coming. of any of our events, close to 40%. There Executive Vice President and CEO Second, is the move was a lot of interest HTNG towards IPTV as a in the payment delivery mechanism "You’ll find much systems arena, with Douglas Rice is the Executive Vice for entertainment the expectation President and CEO of HTNG. In systems and this better mobile that card schemes September 2004, Douglas Rice is still quite a bit connectivity, and are going to start moved into the HTNG executive role newer, there are imposing the PCI from a successful career spanning a few vendors out quite possibly in requirements much more than 15 years as a consultant there with pure many cases it more aggressively to senior executives throughout IPTV products, but may not even be and how the Asian the hospitality industry. Mr. Rice is by and large, many sector will deal one of the original visionaries and hotels do not have things provided with that given their founders of HTNG, recruited many of the infrastructure by the hotels, but relatively off-line the CIOs that formed its first Board to support that. The infrastructure for of Directors. third issue is the offered by the local card line processing. desire on the part of telecom carriers as hotels to move away we move into the In the in-room from a satellite- technology area, based infrastructure worlds of WiMax, there was a lot of towards a cable/fibre 3G-LTE etc." interest in digital based infrastructure, TV, which has been because the satellite launched in Hong offerings are not Kong and some other interactive. Guests expect to have the areas of Asia. There was a lot of interest same interactivity on the TV set in their in a session that was put together on hotel room as in their homes, and that’s understanding software that understands something the cabled infrastructures how to deal with the Asian market. The are much better able to support. traditional view of many European and Satellite still has a role for some types of American software vendors is that they broadcast, in areas like live sportscasts have domestic markets and international and applications that don’t need the markets but they have no recognition interactivity. at all that every Asian market is very different. There are things that need to The HTNG is now truly “global” as it be considered to make software work recently had its first Asian event. How did in Asia. It’s quite a bit more than most it go? people realize and there was a lot of
4 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com nodding of heads in the audience to the Looking out 5-10 years from now, what some movement on the entertainment issues being presented. will be biggest changes in technological side towards much greater availability terms? of a much broader content. It’s still the One of the most important roles of HTNG case that in many hotels that one finds a is creating specification of hoteliers for You’ll find much better mobile connectivity, small number of fixed local channels, a vendors and manufacturers. Property and quite possibly in many cases it may few recently released movies and adult web services and distribution web not even be things provided by the hotels, content, and typically not a whole lot services have been released. Can you tell but offered by the local telecom carriers more. We are starting to chip away at the me about these specifications? as we move into the worlds of WiMax, edges of that. There are people who want 3G-LTE etc. It may even be that some of sports, documentaries, music videos, Well, the web services specification the infrastructures that hotels have had concerts, and a lot more. These are all includes several new capabilities including to build to support connectivity become things that can be done, but often haven’t the ability to drive digital signage systems. less important. Even today, people are been done yet, sometimes because of It includes updates to the guest itinerary bringing their own wireless cards, because licensing issues, and in other cases, it specifications, it includes our open data they can’t always count on getting a good relates to business models of a few of exchange specifications, which allows Internet connection in the hotels. the existing providers having more of an legacy systems to connect to each other interest in pushing a higher and higher using web services, get their interfaces There is a risk or opportunity that the margin on entertainment, but ultimately unto a more modern platform without hotels can get out of that business and it the guest is going to dictate that this necessarily having to rewrite the whole could be good or bad. I think we will see doesn’t work. thing. The first food and beverage ordering specification has now been approved, which will allow guests to order food and beverage through any sort of guest accessible device, such as a TV, website,
kiosk in lobby, or even a handheld. The HTNG © Photos: property distribution specification has been expanded to include processing of best available rate between two systems, and various statistical messaging and some group handling information. So each one of these is an evolution and an expansion of what had been released before and will continue to evolve. We have other specifications that are in various stages of development including a back office interface specification and a guest and room status messaging specification that will handle check-in and check-out.
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 5
SMARTInformation Intelligence by report Hotel Technologies
The Evolving Market and Key Players
There is no doubt in my mind about the > key trends driving the market: • The importance of getting the technology and ambiance in the guestroom right to meet the needs of emerging generation Y guests. Most of these guests (such as Gen X and to a lesser extent baby boomers) are bringing their own content and want to be able to easily connect to either the LCD or Plasma TV or in room stereo system . • Secondly, guests want an entertainment experience similar to that which they have at home and to a large extent this is not being achieved as hotels have been very slow with investing in keeping up with consumers’ demands and preferences • Convergence, also known as triple play is now becoming the new technology of choice for new hotels or hotels that are refreshing their technology • The need for hotels to become environmentally friendly and install energy efficient HVAC in the guestrooms is becoming an important new trend and it’s my belief that some guests will seek out hotels that have green credentials • The rise of Web 2 or social networking where guests make bookings at hotels based on what their friends say about the property rather than reliance on traditional marketing channels • The rise of the funky boutique hotels who dare to be different and provide a different guest experience. In these hotels, the use of in room technology has been an integral part of their success.
Ted Horner Hotel IT consultant
© Photo: Design Hotels
Hotel Technologies SMARTreport November 2008 – April 2009 / 7 >
Read the whole interview at www.hospitality-hub.com exclusive The Crisis - A Spectacular interview Drop in Occupancy Rates Consequences for Technology Investment as forecast by Deloitte
With chaos in the financial markets and now in the national economies, everyone is asking to what degree the hotel industry is suffering (and will suffer) the consequences and what will be the probable consequences of the crisis on technology suppliers. Cleverdis has been closely following the analyses of the major research organisations in the field, and we had noted with great interest that Deloitte’s Philippe Gauguier had correctly predicted some time ago what we are experiencing today. We therefore decided to seek his further insight.
Philippe Gauguier With this crisis, perhaps more than investments. Only investments of a others, there were warning signs, and an marketing or commercial vocation will Partner anticipation by many players who began be given privilege, such as Internet Deloitte organising themselves for it even before sites. The technological players who the subprime crisis or at the very start of accompany hoteliers in outsourcing will Philippe Gauguier is a partner it. This crisis has been in conversations also be less affected as they allow the of Deloitte Tourism, Hotels and for 2 years already. What is interesting is hotelier to continue to assure a quality Restaurants. Previously, he was the fact that it seems extremely violent, service without further investment. the Chief Operating Officer of BDO and paradoxically for the first time in MG Hôtels & Tourisme, which is thirty years, it was not the consequence So hotels will invest more cautiously? now integrated within Deloitte. He of an act of violence. There are already developed an expertise in feasibility major consequences in the form of a Certainly. Moreover, there are paradoxes studies for the establishment wave of retrenchments because the that are being corrected. For example, or repositioning of luxury hotels sector will see its share of restructuring when we talk about flat screens, it’s and advises investors on issues and I think that it’s probably a crisis that generally in 4-star rooms, generally of acquisition or disposal, and in will lead us to organise ourselves and quite large, that they were first installed particular in terms of patrimonial evolve differently. even though they could support evaluation (Louvre Hotels, Royal traditional TV’s. This isn’t the case for Monceau, Radisson Marseille, In concrete terms, occupancy levels seem rooms of inferior categories of 10-12 M2 Balzac, Vigny, etc.) or in development to be well down. What is your analysis? that really needed them due to a lack (Kléber Majestic, Sofitel Faubourg, of space. The flat screen is no longer Castle / Golf Raray, Estrel Saint What hits me is in fact the statistics considered as a luxury but as visual Denis, Palace of the Mediterranean, that we receive every month from our comfort, a commodity in concrete terms etc.) or management (the Mamounia, panel of 200,000 hotel rooms, there are more useful in economic categories than The Crayères, the Vista Palace, etc.). spectacular warning signs everywhere. in luxury categories. There are major reductions everywhere in 2, 3 and 4 star hotels, while traditionally What advice would you give management "The crisis will hotels that have a national clientele are of small to medium-sized hotels in terms less sensitive than those living from of technological investments? international visitors. There is a chain have a carry- reaction which is of an exceptional If I had to make a recommendation amplitude. Alongside this, banks being today, it would be to multiply efforts over effect on short on liquidity means investments are in communication and target group blocked and that concerns just as much analysis. For example, many Internet creations (large consumers of credit) sites are often incomplete and very much technological as renovations (despite being light behind the times, but this shortfall can be consumers of credit). This will therefore surmounted for very little cost. A website investments." have a carry-over effect on technological can definitely incite business.
8 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > The Evolving Market and Key Players
“Filling the Gap IT Bench- Between Ideas and their marking at Implementation” Property OfficialL aunch of INTEHL - Institute of Level Innovation and Entrepreneurship in Lausanne (Europe, Africa & Middle East, EAME) Dr Prof Hilary Murphy of Lausanne Hospitality Research at Ecole Hoteliere de Lausanne has published a survey designed in collaboration with CIOs of the major European hotel companies, benchmarking IT spending at property level. It contains information for owners, GMs, IT managers and IT Vendors to the hospitality sector at property and corporate level on comparative IT spending. Over 400 properties responded to this independent study (265 used for this report) and it contains key metrics and analyses resulting from the data supplied from midscale and upscale property level throughout EAME. This is the first report of its kind and the main contribution of this report will be to provide a first view of the IT expenditure and provide comparative data that, mapped over time, will reveal INTEHL Director, Prof.Dr. Ray Iunius with Cleverdis Editor-in-Chief Richard Barnes a useful analysis of IT expenditure of (and for) the hotel industry in EAME. One of the The Ecole Hôtelière de Lausanne (EHL), Entrepreneurship: Now, Next, New” key findings was the comparative regional the leading institution for the education of with a panel of experts including Paul spend (in euros) per property, see chart young talents for the hospitality industry, Dubrule – President and Co-Founder – below, which show the Middle East having has launched a new unit – INTEHL. The Accor Group, Christian Barré – President the highest property level spend on IT. The report also contains data describing; official launch took place accompanied & CEO – Pernod Ricard Swiss SA, Julian the demographic description of individual by a high level roundtable including the Cook – President – Baboo Airlines, Robin roperties, EAME Regions Average Total likes of Accor founder Paul Dubrule. Cornelius – Founder and President – IT Spending, a Breakdown of Total IT The mission of INTEHL is that of Switcher SA, Gerard Greene – CEO – Spending, CAPEX & OPEX, per room, IT encouraging and underpinning innovation Yotel, Serge Reymond – CEO – Naville SA Spend as a % of GOR,GOP,EBITDA, IT and entrepreneurship. The new unit is and Remi Walbaum – Founder and CEO “Yield” and IT “Value” and a Breakdown of planned to work as a business incubator – Fleur de Pains SA. Hardware, Software expenditure. . providing an interactive developing A business incubator supports the creation process and an array of support of new companies from the original Average Property Level IT Spending in 2007 resources and services to help launch idea through to fostering the process of EAME Regions new businesses and build capacity for starting and growing companies. Such 180000 164,966.3 future growth and success. an incubator is thus most relevant in 160000 156,360.953 140000 According to Unit Director, Prof. Dr. Ray schools, colleges and universities as 129,257.0 128,866.1 120,229.183 120000 Iunius, “INTEHL is a one-stop platform for it helps young entrepreneurs to start 100000 the hospitality industry bridging the gap up their own businesses. As those 80000 between theory and practice, between with ideas rarely have the resources to 60000 ideas and their implementation.” reach sustainable business creation, 40000
the EHL responds to this by creating 20000
As a foretaste, the official launch was and convincing through the launch of 0 E A M - A F I O E A M - Nort -We s E A M - Central E A M - Mediterrane E A M - Middle Indian Euro Eastern preceded with a roundtable: “Hospitality prototype hospitality businesses. EHL Source: www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 9 >
Read the whole interview at www.hospitality-hub.com exclusive “Innovation is still a major interview driver” The Major Factors Behind Market Growth Georges Panayotis of MKG group has been following the major trends in the hotel industry for over 20 years. We asked what he saw as being the main drivers in the market at the moment… Innovation is still a major driver and inno- yourself. It is vital that the hotel industry vation is basically the answer to observing - globally - stays ahead of the evolution the behaviour of the customers and to ad- of private accommodation. Differentiation just consequently the hotel «product». In between hotel chains and brands is not the past, the hotel industry was always a only a question of innovation as the tech- little bit ahead of people’s private accom- niques are spreading more rapidly nowa- modation. It was a territory to experiment days. With more or less the same level new services and technology. The speed of quality of services between brands of of evolution has been tremendous in the equivalent standard, marketing is another Georges Panayotis private housing sector and now the hotel key element to differentiating the offering Founding President industry is catching – by associating each MKG Worldwide up to keep that nec- brand with personal essary advantage to values. These val- After creating several marketing surprise the guests. "Technology ues - whether they tools for the hotel, restaurant and The major directions will be more be elegance, culture, tourism sectors, Georges Panayotis are: improvement friendliness, youth founded the company MKG of comfort, spe- and more an or experimentation Consulting in 1985 with his brother cially in the bedding, - have to appeal to Konstantin. Today, the company is transformation of important the customers and the European leader for audits and the bathroom into a part of the to create that special consulting for these same sectors. small wellness cen- link to maintain loy- Mr Panayotis has also created two tre, introduction of hotel industry alty. The main chal- major events for the hotel profession various ambiances lenge is not so much and its decision makers: “Global through LED lighting evolution." to add new gimmicks Lodging Forum”: each year the hotel system, introduction but to make them industry’s decision makers gather of user-friendly tech- easy to use and re- at the beginning of March for a nology: iPod, interac- ally useful to the presentation and debates concerning tive television... and the generalisation of customer and to the hotel operator. As the hotel market in Europe and the contemporary design both in the public for the hotel operator a major trend is world, its results, its forecasts and areas and the rooms. inter-connectivity to be able - in a secure general strategies of operators environment - to access to all the vital in- and markets. The "Worldwide With the upcoming Hospitality Awards, formation related to his clients (to develop Hospitality Awards" have been the you will again be underlining innovation one-to-one marketing campaign) and to N°1 prestigious international event in the sector. Tell us about the awards… all information that could help reduce op- since 2000. Organized in Paris, it erating costs (energy savings, reduction of rewards the best initiatives and When we launched the Hospitality Awards waste, efficient staff management)... The know-how of hoteliers the world it was first to recognize the talents of the "Holy Grail" of technology is the one tool over for their efforts in marketing, people who are making this industry to which all information circuits are con- communications, partnerships, progress. It is not any more only a mat- nected and that could be used as a dash- human resources, environmental ter of recognition but the Awards have board by the hotel operator. It is the same policies, etc. turned into an effective tool for industry in-room when technology is almost invisi- leaders to keep up with the innovation of ble but works efficiently… to be connected their colleagues, to benchmark the new to the world, to create special ambiances trends. The 9th edition is a perfect exam- in the room, to allow hassle-free use of ple of that movement but you will have to all equipment such as TV, computer and wait until the final results to discover it for air-conditioning.
10 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > The Evolving Market and Key Players
Market Overview - MKG Hotel Groups World Ranking 2008
IHG - towards 600,000 rooms capacity
© Photo: InterContinental
The world's first 10th group ranking is stable (-0.1%). This stability is however International (+3.7%) demonstrates did not change in 2007. However, the relative. In 2007, Hilton Hotels separated the good health of both economic and past year has given the major groups from Scandic, the mid-scale hotel brand mid-scale segments as Comfort Inn the occasion to confirm their positions leader in Scandinavia. The 20,000-room and Quality increase their presence on the world scene. With an increasing loss has nearly been overcome by the worldwide… a development opportunity property inventory of expansion of mid-scale that does not apply to Best Western. Even 5.2%, IHG stays on brands Hampton Inn if it is still in first place, the world number top and reinforces its and Garden Inn outside one brand seems to reach a new phase position by extending "The past year America. Still firmly of network’s reduction as it has decided the lead on Wyndham in fifth place, Accor to put the emphasis on quality issues Worldwide (+1.4%), has given the experienced a decrease (-2.1%). despite a sustained major groups of its offer (-5.6%). growth of its offer While waiting on the arrival of its new with such brands as the occasion to Following its brand- brands Aloft and Element, Starwood Days Inn, Super 8 and oriented strategy, Hotels group is experiencing a significant Ramada. The British confirm their the French group has development of Westin and Sheraton, group can count on decided to concentrate thus experiencing an increase of its offer growing markets for its positions on the on Motel 6 development, by 3.4%. As for the Carlson Hospitality Express by Holiday Inn whilst separating group, it is reaching 1,000 hotels. A brand for the economic world scene." from Red Roof Inns major Rezidor shareholder since 2007, segment, and Crowne (326 hotels and 35,238 Carlson palliates Radisson’s decline by Plaza for the upper- rooms). The sale of the Country Inns and Park Inns good results. scale venues in order to quench its economic brand explained Accor’s supply Global Hyatt finishes the Top 10 with 1.8% thirst. contraction as well as the transfer of 40 decrease of its offer. hotels back to the supervision of Dorint, All lights are green for IHG, which expects its former German’s partner. Without For further details, please contact to collect the fruits of its historical totally counterbalancing its losses, Accor Georges Panayotis: brand Holiday Inn revival announced by has witnessed a significant rise of its + 33 (0)1 56 56 87 90 the end of the year 2007. In third place, Ibis, Mercure and Etap Hotel brands. The [email protected] Marriott International (+3.2%) benefits launch of Pullman and All Seasons as from Courtyard and Residence Inn’s well as Sofitel’s repositioning andN ovotel Or MKG Hospitality database attractiveness to take its mark against and Mercure revitalisation should boost department: Hilton. The American group, bought by the quickly the hotel group's expansion. + 33 (0)1 56 56 87 87 investment fund Blackstone last summer, The progression of franchisor Choice [email protected]
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 11 The Telcos Arrive Convergence – before just a word – now closer to reality
© Photo: Cleverdis
CONVERGENCE… We have, for many years now, heard the word over and over again… but just what is Convergence? Convergence can be defined as the act, fact, or condition of “converging”… the point at which things “converge”. Converging means to come together or tend to come together at a point, to move or be directed toward each other or toward the same place, purpose, or result. In the hotel field, convergence is basically the coming together of voice, facsimile, data, video, and image applications, systems, and networks, both wired and wireless.
Two sides to the story will be the winners in the convergence DOCOMO entered the market through game. the takeover of interTouch, which had in There are two sides to the convergence turn taken over Maginet. The resulting story in hotels… the hotel side and the The Onslaught of the Telcos… combination of savoir-faire will definitely guest side. On each, convergence is impact the market. already a key to successful deployments Today, we are seeing the arrival of today and will be even more so for the telco operators on the market with an The global presence and massive future. On the guest’s side, things such extended offering – enabling hoteliers to leveraging power of these select few as the use of Wi-Fi, Skype, USB sticks, utilise IP-based communication in many telcos entering this business thus looks notebook and e-PCs, MP3 players, new ways. While Swisscom has been in like doing more than just rocking the gaming devices and so on are all just part the hotel business for a while, they are boat. They are throwing a very large of daily life, so they expect to be able to greatly expanding operations to cover cat among the pigeons when it comes use these in conjunction with in-room entertainment and other fields. More to the traditional VOD / Interactive facilities. On the hotel side, infrastructure recently, in a move that is set to really entertainment players and TV rental today should include such things as TV “rock” the market, the Japanese giant specialists. (LCD, Plasma), Room phones (IP PBX), HSIA (wired and wireless), VoD, Room A converged network as offered by a telco could offer Control (temperature, light, etc), radio, such services as this (all through one “backbone"): alarm, clock, safe, refrigerator…
Control Phone Message Multimedia Advertising Concierge Various Over the past few years, clients have come TV IP BPX Stand-alone On hYspace Picture Caller Games to expect LESS at the hotel than what One to All ID they have at home, albeit that this wasn’t Temperature GSM/3G TV integration Via SMS Hotel Keyboard the case ten years back. For this reason, Light Roaming Directory replacement One to One hotels that are again providing MORE Hotel DVoD Wake Up On hYspace On Browser Widgets than what people have at home in terms info of entertainment and connectivity choice Source: DOCOMO
12 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > > The Evolving Market and Key Players
Industry Services Drive Innovation Spotlight in the Hospitality Market Technology supporting services growth
The service sector plays an increasingly important role in the European economy. It accounts for about two thirds of employment and GDP and has been the only sector of the European economy that has continued to generate jobs over the past two decades. At the core of the services sector lays therein the very notion of “service” – most simply defined as “an act of helpful activity”.
Of course, the service trade encompasses Setting up an ultra-high-speed and a plethora of specialisations ranging from wireless network in a hotel for example, logistics management and education, will create an endless multitude of to health care and hospitality. Yet there possibilities for hospitality technology Charles Reed is one constant across these different service providers to develop new fields, and that is the aim to provide solutions and services that will further CEO extra value that satisfies the needs of enhance the guest’s experience and open DoCoMo interTouch their customers and create the best user up new revenue sources for the hotel. experience. This is the same philosophy Four “winds of convergence” will spur Charles Reed is the CEO of DoCoMo that drives innovation in the hospitality the largest range of new possibilities interTouch, an NTT DoCoMo technology industry. and applications for the user. They are: subsidiary that provides technology 1) network - where different modes to more than 1,100 hotels globally, On one hand, we have a plethora of of content such as voice and Internet connecting hotel guests to broadband innovative technology solutions available are transmitted via the same cable, Internet and in-room entertainment. or coming into fruition in the general 2) mobile – where voice calls on a services sector. On the other, we have mobile device can be made via voice- a strong performing hospitality services over-Internet-protocol (VoIP), 3) media industry that presents vast opportunities – deregulation of the media content for sustained growth and success. The industry such that advertisements on a question is: how do we bring together hotel room television, for example, can be these the two success stories together to customised according to guests’ needs, reap greater results and success? What and finally 4) application convergence. a wonderful challenge we have. Application convergence creates the same look and feel across different With competition stepping up in Europe “techie” gadgets (cellular phones, to attract tourists, hospitality service laptops, television sets) so that hotel providers are facing greater pressure to guests get the same hassle-free user attract travellers who have fast-changing experience. With a high-speed wireless needs and who can choose from a network, this consistent “interface” can widening range of service providers be delivered efficiently and seamlessly to during their travels. Hotels, for instance, hotel guests. For the successful marriage strive to create a “home away from of the technology and the service sector, home” for guests, such that every basic service providers must ultimately ensure amenity is available and accessible in a that any technology they implement hassle-free and comfortable manner. that rides on the network will enhance What constitutes “basic” these days is the user experience. After all, it is the quite different from what one may have user experience that will determine the had in mind ten years ago. For hotels that growth and success of a hotel technology want to go the extra mile, the challenge framework. goes beyond providing high-speed and wireless Internet access and other basic Source: The Business Times (Singapore)
© Photos: D o C M interTouch © Photos: amenities. on 11th September 2008.
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 13 >
exclusive The Swiss Army Knife of interview Hotel Entertainment Swisscom diversifies to become a turnkey player in the hospitality industry With convergence in hotels on the horizon, some telecom companies are starting to establish themselves in the hospitality market as “all-in-one” IP providers. Swisscom, while not new to the industry, is expanding greatly. We asked CEO Hospitality Services Leo Brand to explain Swisscom’s new offer- ings in the hospitality market… Do hoteliers understand the interest of IPTV? the bandwidth in such a way that you would not be able to run HD TV or accommodate I think it is our task to be consultants and different IP applications. So that is the first advise them on the long-term benefits of in- situation. Other hotels have CAT5 structures Leo Brand formation technology so that they see their where they have not integrated services to the CEO IT expenditures as in- full extent of their IP Swisscom Hospitality vestments that actu- technologies. So they Services ally create value for added Internet over the their businesses. Our "We have same network but it’s Leo Brand is the CEO of Swisscom IPTV solution is a case invested in unknown whether they Hospitality Services. He started at in point: It helps hote- would be able to man- Swisscom since the takeover of liers turning what has a network age services and IP Megabeam in 2002. He has held become a cost centre devices on a converged various positions at Swisscom into a revenue genera- platform network. We decided Eurospot, first as Managing Director tor while bringing the that will run to invest in a managed for the Benelux countries, then as guest experience to the network platform to be Head of the European Business next level. hundreds of able to manage hun- Units. He has been the Head of Today, many hoteliers dreds and thousands of Sales responsible for the EMEA agree on the potential applications IP devices over different area (Europe, Middle East, Africa) benefits of IP conver- and devices on networks. since the beginning of 2007. He was gence. However, they formerly an adviser to Advention have questions: “When one IP network" One of the interesting Business Partner/Adcore Strategy should I invest in new facts is the EU regula- and to A. T. Kearney Management technology and hard- tions on data retention. Consultants. ware? What is the cost? Can you tell us about What business model it? will work best for me? Who will run my con- verged IP network?” They need a trusted tech- Data compliance does not only concern data nology partner who answers these and similar retention but also data security and the guest’s questions, guides them on the right path and privacy that we have to keep in mind. We have offers them reasonable financing options. done extensive research in this area and are aware of the various legal requirements im- On rolling out HD content over an IP network. posed by the national authorities. I cannot go Source: Swisscom Why do you think you can do it better then the into details, but we have a complete overview traditional VOD players? on what it means to be data compliant. We are actively working with our clients to understand The way they have been structuring their of- and align with these directives. This is becom- ferings is over COAX. You can do IP converged ing yet another key differentiator for us as we with COAX, but there are limitations on band- understand that many service providers do not width. The possibilities become less and if you fully meet relevant EU regulations in the indi- have a COAX “daisy chain” set up, this limits vidual countries.
14 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > > The Evolving Market and Key Players
Read the whole interview at www.hospitality-hub.com exclusive My Job? IT Consultant… interview Few and Far Between, The Role of IT Consultant is Becoming Increasingly Important
With a long and illustrious career in the field of Hotel Information Technology, and most recently known in her position as Senior Vice-President of Kempinski Hotels and Resorts, many will today be interested to know that Wibecke Vinke has recently branched out on her own as a consultant. But what exactly does the role of consultant encapsulate in this field? We asked Wibecke to give us the low-down… These words are often mixed up, not in the do not necessarily have to be higher, least by us consultants... As consultant whereas re-cabling can bring up some you advise, which is particularly useful challenges. I think there is a long term for hotels that are not part of a major ROI on converged networks because hotel company, because one of the cabling in a hotel is like the plumbing, roles of a hotel management company you cannot move a bathroom to an area Wibecke Vinke is to provide high-level expertise. Hotels where there is no plumbing. Having a Consultant need to focus on their core business of converged network in place gives you Wibecke Vinke consulting providing hospitality to their guests, so more flexibility and increased possibilities either they don’t necessarily want to have regarding what services you can run on a lot of high level expertise in-house or that network in the future, and future IT As a senior executive, with 27 years sometimes they need an outside person to services will depend more and more on a of both operational and management help achieve their objective. Consultants converged network to run on. One service experience in international Hotel fill in this need. Contracting is another from which a hotel can get an immediate Information Technology, Wibecke is a aspect of the role, because sometimes payback is Internet Telephony, preferably recognized expert and speaker in her there are projects that need to take place consolidating a number of hotels, which field. After a solid hotel management or certain areas that need to addressed, will considerably reduce the telephone education in the Netherlands and which cannot be handled by the in-house expenses. Another aspect of an ROI M.Sc. from FIU, Wibecke worked 10 staff because they don’t have the time or calculation is the Lost Opportunity Costs years putting IT on the map of Hilton skills. Then you would hire a consultant, and I think people are not focusing enough who actually works as a contractor, to do on this aspect. When the management International. Early 2006 Wibecke was the work. talks about strategies, they look 2-5 years appointed to the board of directors of into the future asking such questions the global trade association Hotel What are the trends you see in systems as “Where is the market heading, what Technology Next Generation. She integration? do our guests want, what needs to be is an active participant in HFTP’s achieved, what tools are required to do and other industry educational One trend is converged networks and the job?” Not providing a desired service and business forums. In her most integrated services running on those because the tools are not available, be it recent position, as Senior Vice networks. In the future, network the network or the investment needed President for Kempinski Hotels & outsourcing will come, similar to the for the network, is a lost opportunity. Resorts, Wibecke headed IT for this current move towards using software And when the hotel’s competitors will organization for 8 years. She is now as a service but not because managing provide that service and thus attract your a truly converged network is complex. customers, then the lost opportunity cost offering her services as IT & Systems The integration of mobile services with needs to be taken into consideration for Consultant for Hospitality. either the hotel or brand systems, be it the ROI. This is an important aspect. for reservations, check in, stay or guest details, will also become more prevalent in future.
In your opinion, can one calculate ROI from a converged network?
Firstly, there has to be a distinction between new construction and refitting an existing hotel. That of course is a whole different picture, because for a
new construction the network costs Consulting Vinke Wibecke © Photo:
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 15 Meko Tracks TV Purchasing Trends in Hotels
LCD Now a “Style” Factor © Photo: Cleverdis In late 2007, Meko conducted a survey on the Hotel TV market in Europe. Here are some of the findings of the report.
The iTV market is a relative niche so the average size of chain hotels is Hotel TVs. There is a significant upgrade market with clear regional players. The bigger making them a better market for market for TVs alone (without new head US, European and Asian markets have interactive systems. The average number end video distribution systems) because separate leading players with no single of rooms in a chain hotel is approx. 120 of the switch to LCD, but the market for world-wide player compared to 30 in the sets alone is not attractive to system that is dominant. In independent sector. integrators. Although there are more Europe, there are six “The hotel Group and chain hotels than 130 brands in the European LCD TV major integrators that dominate the 3,4 and market, the top ten brands take around account for more than industry is an 5 star sectors (45% of 85% of the market. This conservatism is an estimated 90% of old industry rooms in 4-star and amplified in the Hotel TV market where, the iTV market. 5-star hotels).In the as one key player told us. “The hotel and has a long past, brand impact was industry is an old industry and has a We segmented the rarely a consideration long memory”. It is very hard for new or market into three memory”. in the purchase of CRT unknown brands to enter the market. categories of TV: TVs by hotels. With • Interactive TVs (iTVs) LCD TVs, style has More information at www.meko.co.uk • Hotel TVs become a bigger factor and the brand • Commercial TVs name has become a major influencing factor in the buying. Brands that have Hotel TV Sales 2007 by Type Interactive TVs have special functions a premium image in the general TV that allow control of the TV from a central market can exploit that premium in the point and can fully interact with a hotel TV Hotel TV market. We believe that the content distribution system. We defined key factor in the decision as to whether Hotel TVs as sets that do not include a particular hotel adopts an iTV system, Commercial TV Interactive TVs full interactivity, but have some special uses Hotel or simply buys standard TVs 35% 32% features (clock, special control settings is the size of the hotel. The addressable etc) that make them different to standard segments of the market (iTV and Hotel consumer TVs. The third group, often TV) in the graphic below are somewhat seen in small and low-grade hotels, are similar in size and together total over half Hotel TVs just standard TVs. Group and chain hotels a million units per year across Europe. 33% account for 23% of rooms in Europe, but The systems integrators sell effectively for only 6.5% of the number of hotels, all the iTVs, but only around 28% of the Source: Meko
16 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com SMARTInformation Intelligence by report Hotel Technologies
Becoming more Tech-Friendly
A consultant should constantly try to educate his/her clients about the > importance of not only investing in new technology but to ensure that whatever technology is placed in the guestroom has a simple user interface so that guests of any age can easily use it. We have probably all stayed in hotels where the bedside console is too complicated with the resulting frustration from guests.
New touch screen wireless panels placed in the guestrooms are going a long way to address the GUI issue.
Connectivity Panels are another item that have come to the fore last year that enable guests to bring their own devices and content to take full advantage of the new flat screen TV’s, surround sounds and other technologies in the guestroom. With the plethora of portable devices such as MP3 players, laptops, mobile phones, etc guests now have a simple method to connect these devices and take advantage of the in room guest technology.
The third component in the guestroom is whether IP screen based phones or the TV is going to be the principal medium to drive all the lighting, HVAC etc. One of the major drawbacks for the screen based phones is the cost and the TV in my opinion offers a better guest user interface to allow guests to access all guestroom features.
I believe the guestroom is the new battle ground in technology deployment and those hotels that get the key essentials right will prosper.
Ted Horner Hotel IT consultant
© Photo: Citizen M
Hotel Technologies SMARTreport November 2008 – April 2009 / 17 >
Read the whole interview and listen to the podcast at www.hospitality-hub.com exclusive Taking the High Road interview The View of the European Hotel Managers’ Association
Boasting around about 450 members, all of whom are General Managers of the grandest and most prestigious hotels in 28 European countries, the EHMA represents 350 hotels, 90,000 rooms and 70,000 employees, with an annual turnover of 6 billion. We thus thought it pertinent to ask EHMA President, Johanna Fragano, how important she feels it is for hoteliers to keep up with new technologies…
For me I think it’s absolutely fundamental. we have to have the basic things that If you don’t keep up to date you lose people are used to. At the moment we the rails. The way we do business has have in-room high speed internet access changed so much in the last 30 years, so but I noticed that it was high speed four From left to right, Johanna Fragano, EHMA we have to keep updated. There are some years ago and today it is totally overrun President and Barbara Valzania, EHMA Secretary General hoteliers who feel that they are excellent by much higher speeds! I noticed it by at everything, but I feel that the role of a myself, just by using my e-mails. If your Johanna Fragano Hotel Manager is an all-encompassing computer slows down you immediately job and that you can’t be a total expert start panicking and get grumpy. We are President in every aspect. You can’t be a desk all used to getting everything fast, at a EHMA manager, a chef and an IT manager all click of a mouse! at once… you have to be in contact with Johanna FRAGANO is the General people who are experts and are able to Choosing technology both in-room and Manager of the Hotel Quirinale, in share their expertise with you. in terms of infrastructure, just how Rome since 1991. Since 2004, she strategic as a challenge is this at the has been the President of EHMA, and A lot of new technologies are addressing moment you think for a Hotel either for national delegate for Italy and Malta. problems or situations that didn’t really new builds or for refurbishing? Originally from Malta, she began her need a solution before: finding new ways career in hospitality on her home of doing business and so on. So this is This is one of the most strategic and island before moving to Italy to work quite important for the hoteliers to most challenging things. The point is that for the Hotel Cavalieri Hilton in Rome. understand. we need to find the things that the client Since 1971, she has been based in really requires. It’s useless fitting up the Rome, holding numerous positions In-room entertainment for example. room with digital products that will never within the hospitality industry. Here in Rome we are not a hotel or a get used, so we have to identify the client’s city destination which requires a lot of needs, the famous “wow factor”, that is to in-room entertainment, because people say to find a good reason to return. This is who come to Rome want to go out and a big challenge. visit the city. Even when they come for business, they go out in the evenings. For more information on EHMA's There is so much to do and see! But still upcoming event please refer to page 72. "We need to find the things that the client really requires." © Photo: Cleverdis © Photo:
18 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > > BECOMING MORE TECH-FRIENDLY exclusive Creating a “One of a Kind” interview Experience Hotel Design by Design Hotels Group…
15 years ago, Design Hotels was Phillipe Starck; 50 designer beach huts formed in Berlin with an aim of creating will offer respite from the accelerating an “international lifestyle brand” - pace of life; and comprehensive individual synonymous with distinctive architecture service will be something hoteliers & and interior design, balanced with their staffs will be proud to provide. functionality and service. Today, the marquee differentiates itself through What role do technologies play in room considering design as something more design and hotel quality in general? than just hardware. We asked group founder Claus Sendlinger to explain… Cutting edge technology, rooms filled with all the latest techno gadgets, “smart Claus SEndlinger Each member hotel and the guest rooms” used to be considered a real plus experience is one-of-a-kind with factors and for many years it dictated the direction Founder like personalization, recognition, self- of design; and there are people who really Design Hotels Group education and sustainability at the seek out hotels offering those features. forefront. It is very hard for chains to However, they have almost become the Following a degree in public achieve this, as the fundamental model norm today. To me, at the end of the day relations, Claus embarked on a of a chain is to create a concept and then what really counts is the human factor, career in event planning and PR for roll it out. Our advantage is that we have the service level, the interaction with the hotels and clubs. In 1991 he laid the 170 individual creative directors all doing guest – a warm and sincere smile at the foundation for design hotels with their own thing in their own properties. front desk, a can-do attitude from the Travel Trends, a label providing high- Walk into any of these hotels and you will staff will always prevail over any level end and innovative lifestyle vacations. sense that it’s the work of passionate and of technology. We are in the hospitality In 1993 Claus co-founded Design creative individuals and not the product industry and creating memorable Hotels Inc. In 1999, the Executive of a corporation with an operational hospitality experiences should be the Board of lebensart global networks manual. core mission of any hotelier. AG, chaired by Claus as CEO, took the company public. In 2004, the holding You predicted that hotels would move For more information on Design Hotels company was renamed design hotels into the spa business in the 1980s and Group's upcoming event please refer to AG. Claus mainly concentrates on the you were right. What can you predict www.designhotels.com strategic and creative development now for the future? What will be the new of the company. In 2002, Condé Nast trends in the Hospitality Industry? Traveller placed him in their Top 50 list of world tourism experts, in The immediate future is on mobility. We’ll the category of most creative and focus on the consumer. We have programs innovative international tourism entrepreneurs. for global nomads where they can travel seamlessly, where they even may own parts of the properties. The subsequent step in the industry’s development might be the presence of on-site health-care features in resorts & hotels around the world.
This kind of soulful Post-Modernism may be the only chance for hotels to serve the fast-developing needs of anonymous, yet
knowledgeable guests who change their Group Design Hotels © Photo: minds in minutes. Concepts from Rem Koolhaas will exist alongside objects by Bookings through www.designhotels.com or via the appropriate toll-free number.
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 19
20 / Hotel Technologies SMART
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© Photos: Accor Y “ gives usacandid look atsomeofthesecrets behindthegroup’s success… Mr.Group. DubruleHotel Accor the launch to odds all braved who man the meeting with one of the greatest legends of of the business, Mr.honour the Paul Dubrule…had Barnes Richard Chief in Editor our article), related also During the recent launch of INTEHL at the Ecole Hôtellière de Lausanne (see Y innovation. work a lot to put it in the right right the in it put to lot a work place and right situation” right and place we have to add for the customer” customer” the for add to have we rjc fr bs saying, Ibis, for project a with came manager ago, marketing years the 20 time, one At price. your but that does not customermean you can your increase to something give can you sometimes because easy, not is It on thing? of calculate kind Return this to with this difficult and it is profit Investment, of key… the speaking is word last the Obviously can use themproperly we andwithaprofit. if learn to have We to hotels. our applied be can that innovation new any at look to have we that people to our said always I’ve a complete innovation. was it at time that seems but ridiculous it Today outside. the to room the from direct telephone a with a first with the pool; swimming first the bathroom; full a with hotel first the was it telex; first the inhabitants; million a the all in register cash first the but first the in was what about me of new success on technology. You based would probably laugh at been The always has Accor fundamental. It’s technologies? new to regard with group Accor the of philosophy general the been has What ou cannot reject any new new any reject cannot ou vtl a te second the had Novotel ille area, with area, Lille “That’s what what “That’s based on new new on based "The success success "The of Accor has has Accor of always been been always technology." technology." N ovotel, ovotel, ou just have to to have just ou and and useless… that’s not the way to do it.” it.” do to way the not that’s useless… margin, probably be in deficit, so it’s it’s so deficit, in be probably margin, with that? You’re going to reduce your your reduce to going You’re that? with aig fnatc, n I ad “ said I the and “fantastic”, saying applauding, All happy, items. were 20 franchisees about were there to pay 15 Francs more?” more?” Francs 15 pay to French Francs! Are the customers ready ready customers the Are Francs! French no, so I said, I so no, our price just to amortise this, by 15 15 by this, amortise to just price our nothing! Roughly, we have to increase increase to have we Roughly, nothing! is very interesting but for me it means means it me for but interesting very is when they travel? That is not very easy. easy. very not is That travel? they when country the outside they are what and country their in needs their are what So millions travelling. be will that several customers are there China and India take you if example for countries… ht h nes il e f hs new these generations… of be will needs the of what generation exactly know don’t new we and a customers be will There the in challenge future? Inthenext 10-15years? biggest the is What podcast atwww.hospitality-hub.com Read thewhole interview andlisten to the N “What do you want to do do to want you do “What ew generations and new ew generations have to measure it. it. measure to have you but loyalty more have will the customer just maybe or of room, rate the the or in more a francs few put can you maybe the employees, for better is it Maybe back. get to going are you profit what of have idea some to have You www.hospitality-hub.com Everyone said said Everyone
ok, that that ok, > > BECOMING MORE TECH-FRIENDLY
Read the whole interview at www.hospitality-hub.com exclusive The (Elusive) Search for interview Consensus on Standards Starwood Hotels & Resorts Worldwide, Inc. has recently launched 2 new brands, aloft and Element, so the organisation is gearing up for the rollout of these new properties in the future. The group has also been revitalising certain brands, such as the Sheraton brand. There is also talk about them launching and expanding the Le MERIDIEN brand in the US… With all this change afoot bringing multiple brands into new markets, new technologies are at the heart of the “streamlining” effect. We spoke to Starwood’s Vice President of IT EMEA, Carson Booth about the role of technology in the “new look” Starwood Hotels & Resorts Worldwide, Inc. The concept of technology in Starwood Ho- lack of industry standards. Let’s say that tels & Resorts Worldwide, Inc. is to support you were in charge of industry standards. the business needs and to enhance the What would you do? guest experience. We are cautious on how we deploy technology. We must understand That’s an interesting question to answer. what the end benefit will be to our custom- I think through organisations like HTNG, ers, our owners and our associates. So we’re HFTP, and other trade events which Carson Booth very keen on deploy- bring together rel- Vice President of IT ing new technology evant stakeholders Starwood Hotels & Resorts where it makes eco- and highlight some Worldwide, Inc. nomic sense and or “Technology in of these issues. To enhances the guest come out and say Carson Booth is vice president of international “I IT for Starwood Hotels & Resorts experience, and al- want the dream solu- Worldwide, Inc. EMEA. He joined though we like to test hotels must not tion”… I don’t think the new technology, we Starwood in 1996 as integrated be intrusive to dream solution exists, property system project manager and have a healthy scep- but we, as an indus- ticism and prefer not was most recently the director of IT the customer try, need consensus. Europe, based in Brussels. to be on “bleeding For example in today’s edge”. Customer- experience but event, we’ve heard facing technology in conflicting strategies international hotels must enhance it." from our suppliers of must not be intru- in-room entertain- sive to the customer ment systems around experience but must enhance it. Some cus- the continuation of using COAX versus tomers like to have more technology than Cat-6 cabling for video services. Starwood others. I think culture-wise, Europeans go Hotels & Resorts Worldwide, Inc. EMEA to hotels with different expectations than are building hotels that have to last de- American guests. In the States, it can be cades. Our owners cannot afford to con- a means to an end – a place to sleep and tinue to run two different networks just work. In Europe, hotels retain a special ex- because the suppliers are not aligned. perience and so technology in the European This is one example where I would like perspective remains lower in the priority to see partners come out with standards. list. Taking these decisions as a management company are not easy and industry stan- You talked about how one of the major dards would help us tremendously and problems in hotel technology was the help the suppliers themselves. © Photos: Starwood © Photos:
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 21 >
testimonial Upgrade for Ultimate Comfort Sofitel Ambassador Seoul the issues at stake…
We recently visited the Sofitel Ambassador Hotel in Seoul… a hotel which has recently been upgraded, but which is undergoing a new “relook”, especially in technical terms. Executive rooms already are equipped with large size flat screen TVs, and suites are very much cutting-edge in terms of equipment, with Bose 3.2.1 sound system in the living area and flat screen TVs and iPod docks in the bedroom! We met with Hotel President and GM, Han-Kee Park who explained… The Korean government is ready to guest a warm welcome. For international broadcast in HD. The local TV stations travellers, this is a welcome sight. In have already started. The problem is that suites we have two systems. The home we have 35 channels via satellite. We theatre system is linked with the TV and Han-Kee Park have put in flat TVs, but you can’t really you can enjoy a home cinema system. The President and General Manager enjoy the quality. radio system is also good and is located Sofitel Ambassador near the bed. We also have an iPod dock So they are starting to go digital? Are you there. We are doing it step by step in over Mr. Han-Kee Park is currently the planning to go digital internally? 100 rooms. President and General Manager of the Sofitel Ambassador Seoul. He Yes. But they think that if they started in Asian guests expect Internet to be very started out his hospitality career digital, then every consumer will have to fast, but there are different arguments in The Swiss Grand Hotel as a HR change their TVs and will affect a lot of for different levels of internet and pricing Manager then moved onto to Novotel consumers. Our hotel, we are ready to systems. How do you approach this? Ambassador Gangnam where he was change into the digital systems. We have the Resident Manager. Since 2006, he changed for some rooms, but it cannot be We are following the trend and this is step has been at the Sofitel Ambassador enjoyed at a 100% yet. But our plan is to by step. Internet will be digested in the Seoul. change our hotel into the digital system. room rate, which means it’s free. So far, a lot of hotels have invested a lot of money What part does technology play in the for the installation of this, which is why comfort of the customer? they charge. For instance, in Ibis hotels, they do not charge for Internet, which is Recently, we installed a feature that will a new trend. So the trend is free Internet have the TV turn on automatically once for email and browsing use, but if you you walk into your room, which gives the wish to download you still have to pay. © Photo: Sofitel © Photo: © Photo: Sofitel © Photo: © Photo: Cleverdis © Photo:
22 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > > BECOMING MORE TECH-FRIENDLY
Read the whole interview and listen to the podcast at www.hospitality-hub.com testimonial The Jewel In The Crown of the French Riviera The Grand-Hotel du Cap-Ferrat – a haven of peace – on the cutting edge of technology Currently undergoing a 70-million euro refit, the Grand-Hotel du Cap-Ferrat is an exceptional “jewel” on the crown of the French Riviera. Founded in 1908, it nestles on 17 acres of some of the most prime real estate in the world. From October 2008 through April 2009, the hotel is closed for this major refit – an extension from 53 rooms including 9 suites and a villa to 73 rooms including 24 suites and one villa. The General Manager is Michel Galopin, renowned for his management expertise worldwide and Vice President of EHMA France. We had the unique pleasure of meeting Mr Galopin for an exquisite lunch by the pool at the legendary “Club Dauphin” right on the seafront, where we asked him to tell us more about the worth of technology in a hotel such as his.
Cleverdis Editor-in-Chief Richard Barnes It is important because guests must find Guests nowadays are coming to hotels interviews the General Manager of The Grand-Hotel out in their hotels the same technology with their own content in the form of du Cap-Ferrat Mr Galopin. that they have at home and even a bit better iPods, etc. What do you have for this? sometimes. Technology is developing at a very fast pace and at the reopening of In the future, we will have iPod docks. the hotel next year, we will have the best technology at a luxury resort hotel. But One of the interesting about the Mandarin the system has to be user friendly. At the Oriental in Bangkok, which you used to moment, we have some test programmes work, was that a lot of client information with Intens France that offer 1000 was kept in a special room there. Again, channels. We have done it in-house since this is important that the client feel the last season and in the Villa Rose- important when they come back. Will Pierre. Also, upon the guests’ arrival, we you be implementing something similar would like the first 20 channels to be in here? the guests’ own language. It is of huge importance. When a client Internet is of course important… and arrives at a hotel, we should know their you offer Internet without any extra likes and dislikes. 50 % are repeat guests Thomas Mee , Director of Sales, shows Loewe flat charges… and we have an amazing database. TV with iPod dock in one of the hotel's suites. With our director of marketing, we are Yes, it is better to build the cost of the developing an IT system in terms of Internet into the cost of the rooms. So customer profile and guest history, linked now we have “free” internet and WIFI to the PMS, which will be operational connections. after the refit.
The next step is Triple Play, which is Internet, telephone, and TV all in one and this is something you are developing.
We are going into that direction because the revenue of the telephone is decreasing steadily. We are also developing digital lines to avoid disruptions of the Internet. The telephones will be wireless and also, the guests can carry the phone with them on the hotel property and still receive LCD mirror TV in villa bathroom
© Photos: Cleverdis © Photos: calls from the switchboard.
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 23 >
case study Getting the “Ambient Experience” citizenM – a Technology (and Design) Showcase
The grand opening of the citizenM hotel in Amsterdam took place on June 24, 2008. In partnership with citizenM, Royal Philips Electronics custom- designed a host of interactive solutions and tools, collectively known as an Ambient Experience, to enable citizenM to change the face of the hotel experience and realise their vision of affordable luxury.
Just What is the Ambient their room according to their mood or the Check-in kiosk atmosphere they want to create, using a
© Photos: citizenM / Philips © Photos: Experience? simple, intuitive interface called a Mood- There are two main Pad. At the touch of elements to the sys- a button, guests can tem. Firstly, there is switch from warm a host of various am- "A central colours, closed bient products, in- blinds, ambiance cluding dynamic LED server music and a cozy lighting, VoiP phone, manages temperature to more free wifi and Flat TV. functional lighting Secondly, Philips everything and ambience that is has also created a optimised for mobile unique back-end from room working. Free access is available to ambi- The Philips MoodPad network design so- temperature lution, which enables ent videos, movie all different software and curtain channels and on- platforms to work line content through together seamlessly. settings, to their LCD TV as well This means indi- the welcome as free music on de- vidual hotel rooms mand and wireless and all functional- message Internet access. ity within the rooms, are linked to a cen- guests receive According to one tral server that man- upon arrival in guest: “It was not un- ages everything from til I entered the room room temperature their room." that I was just blown and curtain settings, away. How could this to the welcome mes- room be so cheap and sage guests receive yet so modern and upon arrival in their room. with every modern convenience you could think of, the hand remote like something Through the system, all this information you would see on MTV “Cribs”, that con- can be stored and linked to a personal- trols… EVERYTHING in the room: mood ized RFID card, meaning that the hotel lighting, temperature, TV, blinds… I did remembers returning guests, their pref- not want to leave my room." erences and their visiting history. This can help hotels create a unique intimacy Focusing on the “Mobile Citizen” with their guests and remove the tradi- tional feeling of anonymity from the hotel The “mobile citizen” is a traveller who experience. Guests are able to control looks for a bargain, but a luxurious the character of the ambient lighting in bargain nonetheless. The new citizenM
24 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > BECOMING MORE TECH-FRIENDLY
hotel is exactly that. Perfect for the frequent traveller, it is located near the Schiphol Airport in Amsterdam. The 230 rooms are identic in design and equipment: one large wall to wall window, comfortable bed, flat screen, free movies, Philips MoodPad, and with a power rain shower and WC. The hotel is entirely self- sufficient, from self check-in kiosks to a 24 hour self-service restaurant and with a total only of 5 people running the hotel at any one time.
What Else?
Philips have also announced that they will build a customized “Ambient Experience” room with NH Hoteles to conduct an in- tensive two-year study into the optimisa- tion of well-being amongst hotel guests. © Photos: citizenM / Philips © Photos:
"The hotel remembers returning guests, their preferences and their visiting history."
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 25 SMART mcom.pdf 28/9/07 12:29:06
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Guest Room Technologies Entertainment Automation Lighting The hotel industry is constantly being challenged to offer a greater range > of services to not only exceed guest expectations, but at the same time increase brand loyalty. When every hotel is offering high speed internet, video on demand systems together with LCD or Plasma TV’s, how can hotels differentiate themselves from their competition? Market research shows that a key ingredient for a unique guest room experience is the ability of the hotel to create a level of intimacy and engagement with each guest. How is this done? By combining lighting, infotainment, and a range of in room appliances to create a variety of ambient experiences or moods to suit each individual guest. Recently, I had the opportunity to visit a hotel room in Singapore where Philip’s had created an “Ambient Experience” Concept Room. The room was designed and developed around 4 themes: Rise: guests will enjoy the wake up experience to get them ready for the day Perk: guests need to be energized to help them focus Lush: this mode is all about indulgence and celebration so that guests to enjoy the room after a day spent working or shopping Rest: the room is bathed in a sea of blue to provide a cocoon of calm before bedtime
These themes capture the mental and emotional state of the guest for the duration of their stay. In the future, the hotels that can create these 4 themes in their guestrooms with a clever combination of lighting, sound and visual images that will connect with their guests in new and powerful way and will gain the competitive advantages they seek.
Ted Horner Hotel IT consultant © Photo: citizenM
Hotel Technologies SMARTreport November 2008 – April 2009 / 27 > Cleverdis Commercial Content Read the whole interview at www.hospitality-hub.com exclusive LG Makes Push into interview EU Hospitality Market Release of New Hotel Mode TV Set to Make a Splash
Left to right: LG’s Harry Moon and Munyoub Choi with Cleverdis Editor-in-Chief Richard Barnes Harry (Hyung Sup) Moon As part of our ongoing research into trends in among suppliers and Senior manager manufacturers, Cleverdis Editor-in-Chief Richard Barnes and Associate B2B Europe Group Editor Jooree Cho made a trip to South Korea, where they met with senior B2B Product Business Leader, executives from the “Korean Giants”. In the LG twin towers in Seoul, we Digital Display Company asked Harry Moon about LG’s new Hotel TV range… LG Electronics
Harry Moon has been with LG In June we have launched a new line of We also have installations in the Hotel Electronics for 18 years and for two Hotel TV with built-in digital tuner and Puerta America in Madrid. years now has been Senior Manager DVB-T, ranging from 22 inch to 42 inch. for LG BtoB Europe Group. After This range is a full interactive TV. We will What are your goals in the European obtaining an electronics degree, also continue with the commercial light Market? Mr Moon began working as a TV engineer for 8 years, going on to TV for stand-alone applications. become Product and Marketing Although LG Electronics is still a Manager for LG TV division, working What differentiates LG’s Hotel mode newcomer in the European market, overseas for four years. He then was TVs? we are steadily becoming a force to be based in South Africa as LG Product reckoned with. As I told you, the best / Marketing Manager - Brown goods More than a TV manufacturer, LG is a proof is that we have been developing a division for 4 years before moving on total solution provider worldwide. We strong hotel business through looking to his current posting. have many production facilities all over closely at the market needs. the world, so wherever the customers Now, for a number of hotel chains, LG is are in the world, they can get our best the preferred supplier. quality products. The way people use TV in the hotel is I know this is a new line, but LG already changing. What have you noticed and has existing installations in hotels. Tell how is LG adapting to this? us about these. In the future, we believe that IP based In the US region, we are number one systems will be dominant in the market, in hospitality thanks to LG’s Proidiom so we will try to get ourselves more deeply technology. In the Middle East, we are involved in that area. For this reason, we the market leader with such installations have already started R&D in this field. as Burj Al Arab 7-star hotel. The Middle Eastern market has some significant Are you developing a built-in chipset for meaning for everyone because there this? are a lot of top hotels and people are continuing to invest and build. Recently For the future… we are currently working also in Europe, the Steigenberger Hotel on it. We have had several discussions in Berlin chose our products. with different system integrators. © Photos: LG © Photos:
28 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com Following the Lead of the
Consumer Sector LG © Photos: Guests Find Comfort in a Familiar Brand, With Hotel Features a Plus
“No matter what is possible from a technology point of view, market demand is king”, says Harry Moon, LG’s Senior Manager B2B Europe Group. LG hospitality products find their basis in the highly successful LG consumer TV portfolio and judging by soaring sales figures of those products, the hospitality range has a safe backing.
LG Electronics is already by far the No.1 When an Interactive solution is required, market leader in the US hospitality market LG will have a new line up of Hotel TVs with where LG’s “Pro:Idioma” DRM technology, built-in Digital tuners from the 22” for the developed by LG Electronics as an industry smaller rooms up to the 42” for the larger "The best standard in conjunction with LodgeNet rooms starting from May 2008. LG is set to Entertainment Corporation, is a highly stay and establish a firm presence in the secure technology platform that helps to European Hospitality Market. Sales and proof that LG assure rapid, broad deployment of HDTV service companies have been established and other high-value digital content to the in all the major European markets and is developing hotel industry. Another region where LG is in the up and coming hospitality markets very successful is the Middle East where such as Eastern Europe. "However, high end luxury hotels such as the Burj Al everybody at LG realizes that no matter a strong hotel Arab have selected LG hotel TVs for their how much effort we spend on designing rooms. our products and bring them to your hotel business and rooms, we would not succeed if the hotel’s Although LG Electronics is still a relatively guests did not have a pleasant stay", says new contender in the European market, Moon. giving the LG have steadily become a force to be reckoned with in the past few years. The market what it best proof that LG is developing a strong hotel business and giving the market what it needs comes from the market itself. A needs comes number of renowned international hotel chains have approved LG as preferred from the supplier. In order to be a successful player in the hospitality industry, a synergy must be established with major providers market itself." of communication and entertainment services. It is for this reason that LG has ≥ engaged into partnerships with major European system integrators and has received a 100% approval on the interactive ABOUT LG range from them. Next to such essential Although well-known for its TVs in the consumer market, LGE is a relatively new features as Hotel Mode which enables contender in the European commercial market. They plan to raise the bar in regard Hoteliers to block guests from changing of innovative features and designs in the flat panel displays by heavily investing in R&D and being prepared to offer innovative solutions for the hospitality market. TV settings and LinkLoader for easy and quick programming, these models are all equipped with an alarm clock for the CONTACT guests convenience plus swivel stands for For more information: the optimal viewing angle. www.lgcommercial.eu
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 29 > Cleverdis Commercial Content
exclusive 'HD is coming to Your interview Hotel'! Securing the Offering of HD Content in Hotels with Vsecure and Vtrack
High Definition (HD) TV is coming up rapidly in the living room: already a quarter of European households own an HD Ready flat screen and over 135 different HD TV channels are already being broadcast to these screens. As learnt from the United States, where this development already started a little earlier, hotels will follow soon with adopting HD for their guest rooms, since guests are expecting it. Content providers however will not offer any premium HD content to a hotel unless severe ‘content security’ measures are taken. We asked Philips’ Technology Director Onno Janssen about an exciting new solution for this by Philips, which they are officially announcing Onno Janssen at the European HTNG conference in November 2008. Technology Director Philips Content Security is becoming an in- Philips, as a leader in Hospitality en- For the last 19 years, Onno Janssen has creasingly important topic for hotels. tertainment solutions, recognises the worked for Royal Philips Electronics Why should hoteliers take this topic needs of the industry. on leading edge activities. The last seriously? 4 years he has been responsible Therefore, we will include in our Hospi- for Global Product Strategy and Hotels should take the availability of tality products the required content se- Technology in the Hospitality high quality content curity features, called business. His main focus has always for their guest seri- Vsecure and Vtrack. been combining knowledge and ously. The reasons Now the creation of a resources within Philips, applying are that their guests "For hotels to fully HD prepared hos- them to the challenges at hand, and are experiencing be able to offer pitality entertainment thereby creating new opportunities this HD content at solution is a lot sim- for the business. In his current job he home and recognise true fully digital pler to realise. works closely with Philips’ partners the picture superi- in identifying the best solutions ority, so they expect HD content, Can you tell us more for hotel owners, then leveraging hotels to offer such without loss of about Vsecure and Philips’ capabilities to create the quality pictures as Vtrack? required products and solutions. He well. Now the film quality to their graduated in Delft, the Netherlands, distributors and Vsecure is the solution with a Masters degree in Electrical broadcasters, along guests, content protecting the content Engineering. with the content security must on the hotel network. It owners, want this is basically scrambling content to be pro- be provided." the content, so any copy tected so no illegal becomes worthless. copies can be made. Only when the For hotels to be able to offer true fully scrambled content reaches a Vsecure digital HD content and without loss of enabled TV it can be unscrambled. quality to their guests, content security Vtrack places an invisible mark in the must be provided video on the TV screen. This mark can be used to track a copy made with a At this year’s HTNG European confer- HD camcorder. The combination of ence, Philips is announcing some big Vsecure and Vtrack offers protection news in this field. Can you tell us more and detection of the content in the hotel about this announcement? environment.
30 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > GUEST ROOM TECHNOLOGIES © Photo: Philips © Photo:
What are the advantages? entertainment content. Of course these owners then want to protect their con- "Philips, through Vsecure and Vtrack are solely focused tent from piracy. The hotel industry is in on the Hospitality market. The specific and by itself not a huge market oppor- Vsecure and requirements for the hospitality space tunity for the content owners, compared are specifically addressed both in the to cinema, DVD and PayTV markets. So Vtrack, enables level of protection provided as well as to offer their valuable content for the in the cost of the solution. The expert guest in the hotel room, the content the hotels to have knowledge required to create this solu- owners are very careful, demanding tion is something not many in the indus- good content security to protect their a system with a try have at their disposal. Philips does. other markets. Philips, as major player Having Vsecure and Vtrack embedded in the global hospitality industry for over protection that in the TV has the advantage for the sys- 28 years, recognizes these concerns tem integrators of having one problem and through Vsecure and Vtrack en- gives the content less to worry about. Of course we have ables the hotels to have a system with been aligning with the content owners a protection that gives the content own- owners peace of and distributors on the solution being ers peace of mind when their content is acceptable. And besides it is important used in the hospitality market. mind" to know that Philips will not keep this ≥ solution for themselves, but will offer it to the industry through a licensing model as well. So any TV, set top box or ABOUT Philips head-end provider can implement this Royal Philips Electronics is a diversified Health and Well-being company, focused new solution. on improving people’s lives through timely innovations. As a world leader in healthcare, lifestyle and lighting, Philips integrates technologies and design into How have the pressures and worries of people-centric solutions. Philips’ dedicated business unit Hospitality is global market leader in offering professional TVs to the hospitality market, with more than Hollywood shaped Philips’ way for this 28 years experience and over 7 million TVs installed in hotels worldwide. project? CONTACT The content owners are pouring millions www.philips.com/professional of dollars in the creation of high quality
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 31 > Cleverdis Commercial Content
exclusive A room with a view interview Samsung leads the way with its Hospitality TV range
As Samsung continues to lead in the consumer LCD TV market, many people in the hospitality industry are talking about Samsung’s industry-specific TV product range. A substantial investment in R&D has resulted in a new generation of TV sets which meet the needs of today’s technology-savvy hotel guest. In this interview, Pammi Mudhar, B2B Sales and Marketing Director of Samsung Electronics Europe, outlines why Samsung is now a serious competitor in the hospitality sector…
In the last 12 months, Samsung has properly, to ensure that we were able made significant headway into the Hos- to understand and deliver to the tar- pitality TV market. As a leading provider get audience. Our systems integrators Pammi Mudhar of digital TVs in the Consumer Elec- have been proactive ambassadors of B2B Sales & Marketing Director tronics market, Samsung has taken its Samsung and really helped drive brand Samsung Electronics Europe hugely successful consumer models awareness with key clients. We now and has raised the bar with regards have strong relationships with the lead- to feature sets and design specifically ing systems integrators in Europe. Con- With a long and illustrious career tailored to the hos-pitality industry. tinuing to strengthen those partner- working at a European level for top Samsung has combined the needs of ships will help us to grow. display manufacturers, including the hoteliers and consumers to offer the NEC and Pioneer, Pammi Mudhar is latest LCD TVs - that Samsung has also de- currently B2B Sales and Marketing not only provide an veloped relationships Director for Samsung Electronics environment in which with the world’s lead- Europe. With his solid understanding information and com- "Our systems ing international Ho- of the European B2B market, munication is key, but tel companies, such coupled with an intimate knowledge also encompass cut- integrators have as Intercontinental of display solutions at all levels, ting-edge design and Hotels Group, to en- Mr Mudhar is applying this talent innovation. been proactive hance Samsung’s to the hotel sector for Samsung, ambassadors of position as a trusted going to the heart of the issues of Samsung is seriously supplier of innovative today’s hoteliers and proposing new challenging its com- Samsung and products. and innovative solutions based on petitors in the Hotel experience and market feedback. TV market space by really helped Quality is a big factor achieving 20% market in the decision mak- share in 12 months. drive brand ing process... How do With a turnover of $88 Samsung TV’s shape million and 175,000 awareness with up here? TVs sold – 60% stand- alone and 40% inter- key clients. " This is an important active – it has become question. If a product a trusted brand that develops a fault – for hoteliers, who have example if a TV stops pride in the technology they provide working in a hotel room – the hotel can- their guests, want to display. not sell that room until the fault is recti- fied. The financial impact is immediate, How has Samsung managed to achieve so a high quality level is therefore es- the gain in market share? sential as a preventative measure.
We had a clear focus on getting our Samsung is fully aware of this key area. channel infrastructure established Being a worldwide manufacturer of
32 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > GUEST ROOM TECHNOLOGIES
various types of electronic products, this is something we are used to offering in other market areas and hence presents no challenge.
Our products go through rigorous testing procedures to ensure the quality and robustness of the Hotel TVs far exceeds all industry standards.
What do you think you can offer the market that differentiates Samsung?
Samsung has demonstrated that it’s investing and growing the hospitality business. We have been committed to developing relationships not only with key hoteliers, but also understanding the hospitality industry. By looking at current market demands and future trends we understand how in-room entertainment is going to change for the guest. We believe our TV solution will complement those technological advances.
Coupled with that, Samsung is in a unique position of offering a complete B2B solution for the Hospitality market. From in-room TVs to print solutions, large screen panels, CCTVs and air- conditioning units – we want to work with hoteliers to offer guests a truly seamless digital experience.
What “message” would you like to give to the hotel market today?
© Photo: Samsung Electronics Samsung is committed to this market. ≥ We have invested heavily in R&D and in researching the specific market requirements of the hotel industry – to ABOUT Samsung Electronics offer a premium product range which sets new standards in hotel TVs. Samsung Electronics Co., Ltd. is a global leader in semiconductor, telecommunication, digital media and digital convergence technologies with 2007 consolidated sales of US$103.4 billion. Recognised as one of the fastest growing global brands, Samsung As one of the world-leaders in digital Electronics is a leading producer of digital TVs, memory chips, mobile phones and TFT- TVs, Samsung’s superb quality hotel TV LCDs. solutions set the highest technological standard and allow hoteliers to CONTACT differentiate their guest experience For more information please visit from their competition. www.samsung.com/hospitality
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 33 > Cleverdis Commercial Content
feature The customer is king A tailored solution for luxury hotels
Loewe is now proposing solutions for high-end luxury hotels seeking to differentiate themselves from the crowd. Through Intens, Loewe’s longstanding exclusive distributor partner in France, and the recent creation of a special division to address the hotel market, Loewe offers a TV that is distinguished by its elegant design and technological prowess.
Intens France has been offering "We meet the solutions for luxury hotels for the expectations past eleven years. To their biggest clients, such as the Grand Hotel of the most du Cap-Ferrat, Bristol, Byblos and The Regent Bordeaux, they offer demanding only the best in terms of television. palaces proposing According to Heinz Fischer, General Manager of Hospitality at Loewe, a design on "luxury hotels are in demand for TV solutions that are distinguished and request ..." in accordance with their standards. The entire range of loewe is available for Hotel use, but we also respond to the toughest expectations that luxury hotels propose concerning design, applications and technological options that are integrated."
An offer of unique content through partnership of Intens and Cezzer - TF1 Vision
At the Equip'Hôtel show (November 15-19th, 2008 in Paris), Intens presents its solutions and officially announces its new partnership with Cezzer and TF1 Vision. This collaboration allows Intens France to provide an independent system to hotels based on Cezzer’s VOD terminal boxes. The latter acts as hard disk from which customers can choose from a selection of 100 movies. Patrick Corchia, CEO of Intens stressed that "this partnership is a real advantage for everybody, because it provides access to a unique selection of movies and series before © Photo: Loewe they are released in Europe. Thus,
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© Photo: Loewe episodes of a TV series like" Heroes” Loewe - a luxury brand for All models are available in Hotel are available only 24 hours after their demanding clients Mode. broadcast in the United States." Patrick Touzeau, CEO of Cezzer, At Equip'Hôtel, Intens presents the A future-proof investment producing Cezzer-TF1 Vision set latest models in Loewe’s range, which top boxes said, "this solution has differ both in their design as their Intens was one of the first to offer three major advantages over the technological equipment. The new iPod docking stations on its systems competition: 1 - The information is line "ART SL" includes the thinnest which has become almost standard in stored centrally so it is not necessary Loewe TV to date. It is luxurious and hotels today. That is why the company to have a server in the hotel, 2 - The slim, with only 89.9 mm thick and strives to provide hoteliers with catalogue of films is automatically a diagonal screen of 51 to 106 cm. solutions that are at the cutting edge updated, 3 - Two payment options are Their "Reference" line is firmly in of innovation - televisions equipped available: directly via the TV or at the the high-end niche. Materials and a with all necessary interfaces, Full front desk ". unique design were used in the TV’s HD, integrated satellite map - and homogenous dark coloured glass evolving! Intens’ offer is further highlighted facade with a high-resolution LCD The software can be updated at any by its innovation: an offering of 2,000 screen offering the perfect image time if the hotel needs to. Intens television channels (some available quality in a 16/9 format. Reference’s supports this process with market in HD), and 1,000 international radio is a scalable platform for centralising research and rental equipment to stations which can be organised in a all kinds of digital entertainment, increase the flexibility of the solution.
"favourites" menu according to the and an iPod, DVD player or radio can This allows each hotel to be at the profile of the hotel and the client. easily be connected to it. forefront of innovation ... An additional advantage stemming from the partnership between Intens ≥ and Loewe is that the German brand is one of very few manufacturers About Intens offering televisions with an integrated For 30 years Intens France has been meeting the audiovisual needs of luxury hotels. The HD tuner for more than 18 months Premium department, thanks to their quality collaborators, prevents subcontracting and offers now. This, coupled with the expertise tailor-made solution - audit, consulting, installation, maintenance, network antenna ... - to meet the of Intens, augers for the reception of needs of a high-end clientele. Their audiovisual references are a result of their method and their a large number of digital channels. savoir-faire. An exclusive distributor of Loewe brand for over 20 years, Intens has demonstrated Of course, ease of use has been their expertise over and over again. respected with only one remote CONTACT needed to operate everything. Sanela SULJOVIC [email protected] Tel. +33 472 170 409 www.intensfrance.com
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exclusive Differentiation Through interview Variety of TV Content Deuromedia Presents Fully Converged Solution
Deuromedia is a software development and services company that specialises in next generation Hospitality Systems fully based on IP technology. We asked Deuromedia CEO, Markus Hiebeler how DVB is impacting the hospitality market, and how Deuromedia is helping hotels in this respect…
The Television and Radio world is now What are your main differentiators in the going digital by using DVB standards as marketplace? the transmission technology. This has on the one hand increased Our seamless the quality of picture and integration of sound, but also, and even "Converged c o m m u n i c a t i o n Markus Hiebeler more importantly for the (telephony, internet hospitality industry, the networks services, messaging) CEO number of TV and radio are going to and entertainment Deuromedia Channels per country has (TV, Radio, Video, tremendously increased. revolutionise the Gaming, News) Markus Hiebeler has been the CEO With the Deuromedia hotel industry on one IP-based of Deuromedia Technologies since System, all these i n f r a s t r u c t u r e 2002. In the mid-1990’s, he got his channels are available tomorrow, and reduces initial start in IPTV projects for Alcatel in each guestroom investment and and then in the beginning of 2000 with significantly have already long-term operation became the CEO of a leading Swiss lower investment begun to do so costs. The setup advertising sales agency. He is a than with the "old" of the Deuromedia member of HTNG and the Austrian head-end technology. today." solution and the Olympic Sailing Team. Thus an international processes in traveller has access to implementing and an interesting mix of supporting allow channels in their own language. us to cooperate with the highest valued companies already active in hotel IT © Photo: Deuromedia © Photo:
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and Communication field. With this, we could generate a network of solution and support partners covering all Europe, Asia Pacific and US.
Our main goal is to generate satisfaction with the hotels guest and the hotel employees through the best functionality but even more importantly through the highest stability and best support for that solution. The Deuromedia solution is known for high quality picture and sound Deuromedia © Photo: (HD resolution and surround sound). Usage is intuitive and easy, and hoteliers have the choice of linking a wide range of TV’s to the system as we have very flexible interfaces. It’s important to underline as well that guests can link their own entertainment solutions is changing in a to switched IP network infrastructure, mobile devices (iPod, camera, etc.) to way that the priority has moved to 3 main and convergence in the client devices the Deuromedia system. Of course the points: and services. In room systems can content bouquet is more than exceptional, interface today with the Property with movies, music and even digital art in A: They are starting with a smaller initial Management System, meaning there are a very high quality as well as quantity. investment, but still having a flexible great possibilities for the streamlining system that can be upgraded to additional of services. In addition, the TV set is In financial terms, our systems are able functions and services (DIP Basic versus becoming more and more the general to create new revenue streams for the DIP Standard plus options for added interface device for not only TV and hotel through the sales of content and functionality; Entertainment but also for room controls, other services. The future-proofing of B: We provide new services that help being a full PC/Office environment and systems is also very important today, and generate new revenue from the guest; delivering communication services. here, as we follow the highest technical C: More than ever, hoteliers are looking In addition to this, it is important to standards and follow the main path of IT to invest in future proof solutions. look at such things as the combination product development, especially in server of digital signage with the in-room hardware and STB technology, future What are your thoughts on the future of system, leveraging the power of IP based proofing is assured. convergence in hotels? technology in more ways than one. All in all, it is evident that converged networks
Pick one out of a hat... What is one of your Convergence in hotels has two are going to revolutionise the hotel latest landmark installations? main aspects… convergence in the industry tomorrow, and have already infrastructure with the clear trend to move begun to do so today! The Mandarin Oriental London Hyde ≥ Park went live with all the rooms and suites from mid October, delivering an outstanding service in terms of TV and ABOUT deuromedia radio channels as well as movies and Deuromedia is an international software and solutions provider, with a proven end-to-end video content in HD resolution combined software platform for broadband transmission of multimedia data. These software solutions with a music library. allow the seamless combination of video, radio, TV and multimedia applications based on IP broadband technology. In addition, broadband network operators are enabled to In uncertain economic times, how do you broadcast digital content applying DVB-S, DVB-C, and DVB-T and/or DSL standards. see the future? CONTACT Barichgasse 40-42 • A - 1030 Vienna The way our customers do their Tel: +43 (0)1 698 6442 0 investments into communication and www.deuromedia.com
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Guest satisfaction remains the key driver for Quadriga © Photo: Quadriga
As partner to many of the world’s leading hotels, industry leader Quadriga is well placed to provide an insight into key industry trends. As the single solution provider of Internet, restricted by the amount of bandwidth they and fonts and our customisation team Entertainment and Branding & Promotion can provide, for cost reasons or availability will work with each hotel to recommend Services to the industry, our hotel from their ISP for example, they can now the most appropriate solution. This customers continue to emphasise the control the amount of bandwidth they service complements our existing Web growing importance of the internet offer make available. Additionally with a tiered Promotions, Hotel Directory and Laptop as part of their overall range of guest service offer hotels can generate revenues Customisation capabilities. services. They also highlight the challenges from guests who require more bandwidth. they face in delivering a quality internet At the same time they can respond to the A business efficient "single service for what is now considered, an market with an ‘Internet for free’ offer, solution" essential utility. With guests demanding with a low level bandwidth option. Quadriga’s Genesis platform delivers all more bandwidth to stream and download of this, plus more, in a single solution. content, our customers tell us they are Other new service enhancements Being internet based (IP), each individual faced with some key internet challenges: ‘Entertainment World’ has been extended TV in the guest room is an internet point 1) How can I ensure that I provide a fair and offers an outstanding choice and and with technology that can deliver these internet service to all my guests? variety of on-demand entertainment and services over cat 5/6 and coax networks, 2) How do I respond to the growing trend of now features a great selection of new hotels can benefit from greater efficiency internet for free? short TV style entertainment, a superb with just one supplier to manage as well 3) Internet access is a key revenue stream, choice for kids and family and new movie as significant cost savings. how can I protect this? genres including a World Cinema category – in fact there’s something for everyone. “Internet World” and how we are > CONTACT
meeting these hotel challenges The importance of Branding to Liz Moores A new smart service capability “Tiered hotels [email protected] Bandwidth Services” is one of the new This is most definitely a key trend and Tel: +44 118 930 6030 features included to our “Internet World” with our range of Branding & Promotion www.quadriga.com solution. Tiered Bandwidth Services Services we can provide hotels with allows hotels to offer a range of internet multiple ways to tailor both the guest’s access options for their guests, based on laptop internet experience and their TV a combination of bandwidth speed and screens. Our most recent introduction time. This means guests benefit, as they is a design service enabling hotels to can purchase the amount of bandwidth reflect their brand and service offer via they require. Hotel’s benefit too. If they are the TV by changing backgrounds images
38 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > Cleverdis Commercial Content > GUEST ROOM TECHNOLOGIES feature Revenues from IPTV? Not a joke anymore… MCOM Study Shows Double Income Stream Now Feasible What are the common “tech” questions of guests today? “Do you provide fast internet access? Can I use your TV to upload my photos to the web or to watch the movies from my iPod? Do you have recent movies in High Definition? How can I order room service? How can I find the nearest mall or the nearest French restaurant?”
At MCOM, by comprehending the above implementations while cost control is questions and by analyzing guest’s equally as important. Their experience behaviour, they‘ve managed to make shows that operating costs can be controlled HOTstream Interactive IPTV a revenue- in two ways. The first is to design the generating platform with double-digit buy platform aiming for the minimum possible rates. A study conducted by MCOM showed effort (investment) to operate. This can be that that some guests were willing to pay for achieved by providing various automations having quality content choices, some were in parallel with tools and services proper willing to pay to get connected, and others to be used by technology unaware people, were not willing to pay for any IPTV services which is (and should remain) the majority (which advertisers would then pay for with of hotel’s staff. new targeted IPTV ads). When a guest has the opportunity to decide among services, The second way is to change the rules and he/she can actually create a unique and to visualise a different usage for the IPTV personalized “hotel IPTV” experience. platform. By adding in HOTstream platform HOTstream IPTV’s user interface is the the concept of interactive advertising, enabler that brings the service bouquet into they actually utilise the hotel’s unique the hands of the guest who can combine knowledge over their existing and targeting the proper content that fulfils his/her needs customers to shorten the payback period. with related content that is available in the Content sponsored by hospitality-vendor internet and related offers and ad content so companies is not a new concept for the as to create a unique my HOTstuff bundle. industry. What changes is the medium, as the approach is through the guest room’s On the other hand, guests constantly ask TV and the power to target directly each for more services and better quality, which guest. IPTV enables hotels and operators to deliver personalized television experiences
© Photos: MCOM © Photos: drives companies like MCOM to constantly enhance the offered services. One of the and advertising opportunities to the guests most recent developments is the support that may want to get discounts for content "…guests and provisioning of High Definition content. and services or even for guests that are not
The income side of the IPTV revenue willing to pay at all for IPTV or connectivity.
constantly ask structure is one of the basic factors The difficult part is to do it with skill and be behind their successful HOTstream IPTV relevant to the guests' needs. for more services ≥ and better quality, which ABOUT MCOM Media Communications SA (www.mcoms.com) is a highly specialised company offering drives companies innovative services and solutions for creation, management and distribution of audiovisual content through IP networks. HOTstream’s extensive service list includes Interactive IPTV like MCOM services, HD Video on Demand, Internet Portal, email and instant messenger services on TV, high speed internet on laptop, plus new hotel Interactive TV services. to constantly CONTACT enhance the Tel: + 302106839454 Dimitris Petinos – [email protected] offered services." www.mcoms.com • www.hotstream.eu
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feature HD has (Really) Arrived in Europe! The Digital Generation is Here with PowerTV HD VDA Multimedia has conquered a new technological frontier. They have produced a platform for high-definition interactive TV dedicated to the world of hotel hospitality and conference facilities. PowerTV HD is thus a real revolution: real-time news and weather, hotel facilities, information, tourism suggestions, video, film, dynamic signage, and more. All of this on the same television screen.
“The future is in high definition and channels with the picture-in-picture it is called PowerTV HD.” The VDA formula (PIP), real time weather Multimedia interactive TV system in HD forecasts, and more. The readability is already present in of text, even from luxury hotels around long distances, is the world. This new "The whole also improved. This digital platform offers process is a solution that a quality unmatched combines technology in the past enhanced of content and content. VDA’s by the radical change production and choice to have an in the design phase of internal editor results content and the use of distribution in the capability HD television content is managed of exploiting the and Full HD. potential of digital autonomously by content, creating PowerTV HD enables "ad hoc" editorials, the offering of a more the hotel back entered into an structured, and much office" innovative menu of richer user interface. interactive pages. This means that on the © Photos: VDA © Photos: same screen, you can see automatically From a technical stand point, PowerTV updated news in real time (RSS), video HD utilises the distribution of
40 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > GUEST ROOM TECHNOLOGIES © Photos: VDA © Photos:
channels via IP (IPTV, Internet Protocol Television). This is a digital format platform: the signal comes into the room through the standard CAT5 cable network or through the phone pair, eliminating the problems of traditional systems that use coaxial cable (noise, interference and the "snow” effect). This system gives more channels than analogue along with facilities to support the introduction of subtitles, multi-language films, an electronic TV programme guide (EPG) and Personal Video Recorder (PVR), which allows hotel customers to schedule the recording of TV programmes.
As for the public areas of hotels or conference halls and surroundings, VDA Multimedia has developed a fully digital solution that allows you to increase the value of communication and perception of hotel hospitality services. It's called PowerSignage and it is a digital signage system designed to manage content, static or audio-visual, on different screens placed in public and reception areas. It can provide both simple directions to conference areas (dynamic signage) as well as more complex information on hotel facilities, special offers, useful information in waiting areas (news, stock quotes, weather), hotel messages, advertising, promotional video, internet sites, etc.
All of this is developed according to a logic that belongs both to television and the Internet. The whole process ≥ of content production and distribution is managed autonomously by the hotel back office , and in real time, thanks to ABOUT VDA a web based user interface. The system VDA Multimedia Spa is a multinational leader in providing Interactive TV systems. Founded consists of a server connected to the in 1996, VDA Multimedia is among the pioneers in the production of InteractiveTV systems hotel network and a small interface box for hotels. The fully digital, Active3 solution format and PowerTV communication are now in connected to each TV. It works equally more than 138 000 rooms of the best hotels on three continents (Europe, Asia, Africa). with video projectors, LCD and plasma screens or PC monitors of any size and CONTACT brand. Headquarters: VDA Multimedia • Tel: +39 0434516111 VDA Europe: Antonio Spera • Paris (France) Tél. : +33 140479372 [email protected] • www.vdavda.com
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feature Are Hotels Maximising The Hollywood Advantage? A Strategic Paper from Filmbank
The Early Window – Bringing programming and viewing. Filmbank Hollywood to hotel guests provides movie content in multiple languages for maximum geographic The “Early Window” is the release of exposure, as well as responding to the movies to hotels approximately 10 weeks needs of guests wanting to watch movies after their cinema release and several in their own language, wherever they are weeks before general release onto DVD. travelling – a clear advantage to those If hotel guests have missed it on the big hotels which attract many international screen, the hotel bedroom is often the guests, who may not find what they want next place they will be able to view the on local television stations. latest release movies. Filmbank’s close association with major film studios, mean Filmbank provides movies in the latest that they are able to offer this vital “Early format and is now launching its first HD Window” to technology licensees, who in movie to the industry - a bonus for those turn can pass on the who want to see The advantage directly to Dark Knight again and hotels internationally. "Filmbank is an a development that the innovative content industry is demanding. However, how many As Nick Price, CIO / provider. Working CTO of the Mandarin hoteliers, let alone with hotel groups and guests, are aware Oriental Hotel Group, of this fact? Whilst technology providers, comments: “With the airlines have taken we are dedicated to recent availability of advantage of the kudos meeting the demands Hollywood films in surrounding ‘Early of guests to ensure HD from Filmbank Window’ movies, are matching the they receive high investments hotels hotels realising the value and exceptional potential of this unique have made in flat opportunity? There has entertainment" screen televisions and never been a better Majella Griffin, high end audio, hotel time for hotels to start General Manager - rooms once again making the most of Filmbank become the place to these opportunities watch your favourite and Filmbank and its movie” licensees are keen to work with hotels in order to put together promotional The current economic climate demands packages focussing on the early window change. All businesses, but particularly advantage. those at the front line of the economic downturn (hotels are all too often an early The time is right…and the indicator of general consumer spending), need to maximise their revenues technology is right wherever they can. Hotels are looking to make the most out of every sale – and Many licensees have developed in-room additional revenue streams can add real entertainment technology to match the value to the bottom line. guest’s needs. TVs are state of the art, systems easy to navigate and guests can The future is the red carpet watch the movies they want, when they want. This idea of Dip-In TV gives guests Filmbank is keen to help hotels and hotel the power to pause, forward and rewind guests fully understand how Hollywood the movie – in other words, totally flexible movies can significantly enhance a hotel
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stay. The company plans to work closely with hotels on a number of branding, promotional and marketing associations. These will enable hotels to raise the profile of individual properties or groups of properties, drive revenues through the take up of movies and associated in-hotel services (e.g. room service, mini-bar and so on) and increase guest satisfaction.
Some of the activities Filmbank has been working on across Europe include:
• Film Premieres – hotels can offer a unique opportunity for those guests who may have missed the cinema release of a major production. Insightful marketing by hotels, particularly on • Competitions and brand associations – A history of Hollywood access major releases (e.g. Dark Knight) can Hotels can create a buzz around a big drive bookings and boost in-room and release movie and create promotional Filmbank, the leading provider of Hollywood in-hotel spend. packages through competitions to win • Promotions – hotels can choose to take a movies to hotels, has been operating in the related prizes. movie business for the past 22 years and is movie a step further and build an entire • Staff Incentives – Filmbank is promotion around it. Filmbank will work a joint venture company owned by Warner considering ways to incentivise staff Bros and Sony Pictures. Representing closely with hotels and licensees to to cross sell movies and other in- create bespoke ‘Movie Guest Packages’, over 16 studios and distributors, Filmbank room services. Tailored micro-sites, distributes its vast catalogue of content to for example, Sex and the City could offer competitions, and chances to win the ultimate ‘girls night-in’ with extras hotels via technology providers (licensees). tickets to Hollywood premieres are all Many licensees provide state-of the- such as cocktails and spa sessions activities being explored. giving the hotel the opportunity to work art technology and television/computer hardware directly to the hotels. Filmbank’s with third parties already present in the Next steps hotel. Hilton Hotels in Germany, for close association with many of the major instance, is offering a Sex and the City studios (including, of course, its owners) Filmbank’s aim is to work more closely weekend mini-break promotion until puts it on the inside track of Hollywood. It with hotels, alongside its licensee December 2008. Families are another understands the power of the silver screen partners, so that they can make the most
market for which Filmbank can develop and how this can translate into the hotel out of Hollywood product, raise customer customised packages. For example, a room itself. The glamour, excitement and
satisfaction and ultimately improve their ‘Parent’s Night Off’ package can include cachet of Hollywood movies provides the bottom line. hotel industry with exceptional added value. kids programming, movies, pizza and, ≥ popcorn for the kids with dinner in the hotel restaurant for parents. • Marketing – hoteliers can use movie ABOUT filmbank images and point of sale (POS) Filmbank, a joint venture between Warner Bros. and Sony Pictures is a leading international materials to raise awareness of ‘early provider of in-room entertainment content to the world’s finest hotels, working directly window’ films in order to drive buy- with key technology providers to enable hotel guests to enjoy the latest films as well as rates. In addition, marketing can popular short programming. include competitions to win overnight stays/weekend breaks in a hotel of the CONTACT guest’s choice as well as associated Sam Partner 0207 984 5975 or activities such as sporting days out and [email protected] www.filmbank.co.uk/hotelvision restaurant nights etc. [email protected]
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feature The Ultimate Wow Factor for Your Suites Give Guests the BIG Picture – With the Ultimate Home Cinema Experience
We’ve heard it said so many times over the past couple of years… we have to give guests the “better than home” experience again, and that’s getting increasingly difficult as home cinema systems become more and more commonplace. It’s also commonly known today that the idea of the “true cinema experience” is within the reach of a lot of people at home… through the use of digital projectors.
The Differentiator is a home-cinema projector that brings a new look, new fea- While digital projectors tures and new levels are often used in con- of performance to ference facilities, they "As we enter movie, sports, televi- can also be used sion and gaming en- to create an excep- the HD era, thusiasts alike. Design tional individualised projectors has been at the heart cinema experience of the EH-TW3800’s in your suites. What are becoming development and a better way to make contemporary white people who already increasingly chassis makes it a have a projection- popular as sleek and subtle addi- based home cinema tion to any fashionable system at home feel an authentic hotel room. The EH- content when in one TW3800 integrates Ep- of your suites? In the home cinema son’s acclaimed 3LCD past there were some experience, technology, result- issues with this idea, ing in more accurate such as limited bright- bringing the colour reproduction ness of cost-effective and finer grey scal- projectors, robustness, movie watching ing in any light condi- and maintenance. To- and gaming tion. Next generation day these issues have D7 3LCD panels offer largely been solved, experience to enhanced image qual- thanks to the advance ity and an impressive of projection engine life." 18,000:1 contrast ratio technology. With some ensures clear, sharp leading luxury hotel and defined images chains adopting “stand-alone” consumer as well as superb brightness for any light
© Photos: Epson © Photos: TV systems today, why not use a projec- situation. This projector is in accordance tor instead to create at true “Wow-effect” with x.v.Colour standard and therefore in your hotel suites? Worldwide leading ensures a wider colour production area projector manufacturer Epson has now to support perfectly smooth video play- introduced to the market an HD Ready back. In addition to refined image quality, 1080p (Full HD) projector that brings new Epson has featured high video processing levels of quality and performance across capabilities to guarantee optimal sharp- a range of applications. The EH-TW3800 ness and fluidity of moving images, even
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when used in conjunction with the latest games consoles. The EH-TW3800 also includes a 10-bit Pixelworks video pro- cessor chip to bring added smoothness and clarity to even fast moving pictures on screen. Despite its intricate technical capabilities, the EH-TW3800 is quick and easy to install and set up. A x2.1 optical zoom capability and a wide horizontal/ver-
tical lens shift, makes image adjustment Epson © Photos: flexible and easy in any environment. This projector also boasts wide connectiv- ity options including two HDMI (version 1.3) inputs. In a context where more and more hoteliers are seeking the simplest TV solution possible, not calling upon the integration of interactive multimedia so- lutions, the video projection approach is becoming increasingly attractive.
One Step Up …
Thanks to Epson’s new D7 panel technology with C²Fine, the EH-TW5000 provides stunning 3LCD picture quality with a ground-breaking contrast ratio of 75,000:1. Advanced DeepBlack technology and an improved E-TORL lamp minimise light leakage and ensure jet blacks. The EH-TW5000 is Epson’s HD Ready 1080p flagship projector, designed to offer the outstanding pictures, whatever the The hotel can now truly become a home best possible home cinema experience. content, with full HD resolution at 1080p. away from home with the ultimate home With outstanding new features and Whether viewing movies, sporting events, cinema experience from Epson. performance levels powered by the latest digital pictures or playing video games, Epson has the highest share in the global projector Epson technologies, this projector is the this projector’s range of features and market since 2001 and in the EMEA area since 2003. perfect choice for those looking for the stylish design will ensure this high quality EMEA means Europe, Middle-East and Africa. best quality big screen projector for their product is the centrepiece of the home Source: Futuresource Consulting Limited, www.futuresource-consulting.com home cinema installation. According cinema experience on the big screen. to Valérie Riffaud-Cangelosi, Video ≥ Projectors Business Manager EMEA, at Epson Europe: “The EH-TW5000 is the exceptional choice in home cinema ABOUT Epson EUROPE projectors. Its sleek black design and outstanding range of state-of-the-art Epson Europe B.V., based in Amsterdam, is the Group’s regional headquarters for Europe, features will provide the highest quality Middle-East, Russia and Africa. With a workforce of 2,400 employees, Epson Europe’s sales for fiscal year 2007 were 1,854 million Euros. images not only for the home, but also for high-end hotel suites. This projector CONTACT PROJEC marks the continued impetus of Epson’s ON TO S R P S home cinema video projection and For further information E www.epson-europe.com confirms our position as number one in SINCE 2001 W R OR E the market.” The EH-TW5000 reproduces LD LEAD
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 45 XENIA ENGL KTX 210X297:Layout 1 10/20/08 9:46 AM Page 1 > Cleverdis Commercial Content > GUEST ROOM TECHNOLOGIES exclusive Increasing Demand for interview “all-in-one” providers Czech-based Mikenopa Tracks Trends in Central and Eastern Europe
Numerous fields of technologies in hotels are converging or complementary and for most hoteliers, there is a major undertaking when it comes to looking for service providers and suppliers in each field. An exception to this rule is Mikenopa, offering products and services in virtually all fields of technology. We asked Milan Hanuš, Business Development Director of Mikenopa to explain why. You provide many fields of technology under one trends in hotel technologies: roof. Is this important for hotel developers? • Convergence of all the technologies into IP-based have finally arrived in the world According our experience – yes. The hotel of hotels. Still, one barrier for converged developers recognise our company as a networks is the cost. In Central European partner. We are involved in the technical design markets, the standard approach is still of the systems in the early stages of the project, cheaper than a converged one; however Milan Hanuš in technology deployment and configuration we can expect that to change in the near Business Development as well as after-service support. This year future. Director we participated in the Kempinski Hybernska • The HSIA service and in-room Mikenopa Prague Hotel and upcoming Buddha Bar Hotel entertainment tends to be one complete in Prague. The Buddha Bar hotel and Kempinski solution from one provider, frequently Milan Hanuš is the Business are the first hotels in the Czech Republic combined with digital signage. In-room Development Director of Mikenopa. He graduated in physics at University fully equipped by MediaHub from Teleadapt entertainment requires a Full-HD TV with of Palacky Olomouc in 1990 and allowing the guests to easily enjoy their own larger LCD screen allowing to the guest also holds an MBA from Prague content on the hotel TV. In Central Europe, TV use their own content. International Business School operators have started HD digital broadcasting, • Smart Building concept or Energy (University of Economics in Prague). and people are buying more HD televisions for Management solutions are becoming From 1993 until 1999 he worked for Royal Ahold, the Dutch supermarket their homes… so people enjoy better picture increasingly popular due to a need for and hypermarket retail chains quality at home. This experience also generates effective energy use. Nevertheless, this is operator, in various marketing guests´ demand in the hotels. This is why we usable only for new constructions. positions, and finally as Strategic added to our portfolio a high quality In-Room • The replacement of many dedicated Marketing Director. In 2001 he co- Entertainment system, which provides real HD servers by one or few blade servers with established Mikenopa a.s., now one of the leading technology suppliers and content for the hotel guests. better management, redundancy, lower service providers for hotels in Central energy consumption, etc. Europe. The company operates in the What are the technology trends in hospitality For this, the “moral life-span“ should be Czech Republic, Slovakia and has its and how are Central and Eastern European considered rather then physical life span own subsidiaries in Greece, Romania hoteliers adopting them? of some technologies used in the hotel. and the Russian Federation. Nevertheless the technology cannot be left Well, despite of the global financial crisis alone in the hotel. There should always be a in developers’ projects, we can see that our need for careful ongoing support in order to
hoteliers are very carefully considering new be used efficiently. ≥ ABOUT Mikenopa
Mikenopa a.s. is a specialised supplier of top-class technologies and services for hotels, business centres and special residential projects. The offered technological systems and services bring their operators additional income or significant operational savings CONTACT
© Photos: Mikenopa © Photos: Mikenopa a.s. • Tel: + 420 236 043 506 e-mail: [email protected] www.mikenopa.com
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 47 www.hospitality-hub.com restron Concierge Crestron Imagine being able to offer a guest the Crestron butler! services of an electronic touch panels can be offer programmed an to integrated that concierge delivers service the very living. The use guest can the touch panel latest in smart to reserve a table at a local restaurant, order takeaway, request a taxi, book a spa treatment or even or housekeeping. request service room- technology, Crestron implementing by So, hoteliers have a unique opportunity provide to their guests with cutting lifestyle-automation. edge Once Crestron touch installed, panels remotes provide an and impressive array of wireless at their fingertips. features, hi-tech guest guest is out of the room by integrating with thermostats and sensors to enable better adjustment temperature. of Crestron also lighting choice enhances and and flexibility access: remote and options programmed with other pre- for example, keeping the hotel room at an energy efficient temperature whilst unoccupied and then having the system to adjust programmed automatically to a occupation. for level comfortable more ABOUT crestron Combining the Combining full range as of systems, entertainment well of as range of systems control lighting and the Crestron’s all security, and integrate HVAC blinds, and and curtains video, and audio simplify dimming, to lifestyle and years. technology 35 blend for perfectly established solutions been have Crestron hotel. modern a in needed CONTACT For further information, or tolocal findoffice, your visit the company website: www.crestron.eu Or contact: [email protected] Control Climate A Crestron system can reduce in-room through particularly consumption, energy the management of HVAC and lighting. Creston technology facilitates a shut down of all these when systems the quick Music and Movies Sophisticated management of a hotel’s audio-visual devices inspires Guests already want guests. their own content and to incorporate it into their life at the hotel. Crestron technology can extend from providing iPod docking stations in rooms and suites to the full multi-room audio and high definition video systems, simply controlled from panels. touch intuitive easy to use, Today’s luxury Today’s and boutique hotels build business by thinking of the hotel room as an extension of the guest’s home. Crestron technology is already helping innovative hotel groups to install universal remote device. with a single of electronics a variety controllers operate can guests so Lighting A Crestron lighting superior lighting system control lighting for customised A provides night. the and day entire hotel, solution will allow whilst atmosphere, and symmetry guests perfect to achieve the sophisticated keypads panels facilitate and quick and easy control. touch A comprehensive range of finishes and materials ensure touch décor. suit any interior keypads panels and Cleverdis Commercial Content Commercial Cleverdis Control! in Guests Your Put In- Ultimate The Crestron: Innovative for Room Control Hotels ≥
November 2008 – April 2009 November
report
© Photo: Richard Wadey and installers James & Giles & James installers and Wadey Richard Photo: © © Photos: Crestron Photos: ©
> e ur feat 48 / Hotel Technologies SMART Technologies 48 / Hotel SMARTInformation Intelligence by report Hotel Technologies
Internet & communication technologies
It is my opinion that one of the principal > reasons why guests do not use the desk or bedside phone in the room is that they have probably at some stage in their life incurred considerable costs in using it. Why do hotels continue to charge outrageous fees for guests using the phone in their room? If anything, it just forces guests to reach for their mobile phone, because at least they have an idea what the cost will be before they make the call. The lack of price transparency is one of the main reasons why phone revenue has almost dried up completely as guests have no idea what the cost will be in advance. Surely there is a case for hotels to provide this information in advance to guests, for example a flat rate per minute. Unfortunately, the humble guest room phone is used only for the following purposes: • Wake up call • Order room service • Call concierge • Call someone in another room • Emergency response notification • Voice mail
With this limited usage, it is no wonder that hotels are not prepared to upgrade or replace their ageing PABX’s because they do not see a real ROI and also as the costs of these new PABX’s is very high in relation to actual revenue they generate. Some people would even argue that hotels only need an intercom type system. In my opinion, it is time for hotels to create a new telecom value proposition by embracing VOIP systems such as Skype, Google or Yahoo and becoming far more creative in their pricing policies
Ted Horner Hotel IT consultant © Photo: citizenM
Hotel Technologies SMARTreport November 2008 – April 2009 / 49 > Cleverdis Commercial Content
exclusive Creating Services for the interview iGeneration Triple Play is “Just the First Step”…
Today’s guest technologies are changing beyond recognition. Ensuring that guests have the best possible experience is no longer just about traditional hospitality but about seamlessly delivering a whole raft of communication, entertainment and service options. How do hoteliers keep up? How can technology providers be managed and what are the most important issues? To find out, we spoke to Graeme Powell, Managing Director, EMEA at iBAHN, a global provider of digital entertainment and Internet solutions for the hospitality and meeting industries, working with more than 2,500 hotels, conference centres and meeting spaces across Asia Pacific, Europe, Latin America, Middle East, North Africa and North America.
Graeme Powell The pace at which hotel guests are de- Hong Kong and Seoul are common. This Managing Director, EMEA manding technology services seems to be “Bandwidth Tsunami” effect will put fur- iBAHN increasing quicker than ever, why is that? ther pressure on existing hotel networks particularly in locations where the hotel There are some simple facts that we has chosen to provide the service free to Mr. Powell joined iBAHN in March must all consider when looking at guest guest. The emergence of the iGeneration, 2000. Prior to joining iBAHN, technologies. The demand for bandwidth a term I am very fond of using, meaning Mr. Powell worked for Nomura’s continues to grow as guests demon- the current generation that is growing Principal Group for a year and strate an insatiable “need for speed”. The up using iPods and iPlayers etc, demand previously from February 1993 until Broadband Stakeholder Group (BSG’s) access to these services where ever they April 1999 for Thorn in a variety of recent ‘Pipe Dreams’ report confirmed go. Therefore, there is little dispute that positions including four years with that by 2012, British Internet connections the future of Internet usage and related Quadriga (Thorn’s supplier of in- will need to be around 10 times the speed digital entertainment in hotels will con- room technology to the hospitality of their current average, which is some- tinue to explode as a direct result of a industry) most recently as Financial where between 2 megabits a second and more interactive and social web, where Controller. In addition, Mr. Powell 8 megabits in the UK. In comparison, 100 users share data and, most importantly trained as a Chartered Accountant megabit connections in cities such as video through web applications. with Deloitte Haskins and Sells (now PriceWaterhouseCoopers) and worked for them from September 1986 until January 1993. He is also a member of the Advisory Board for both Arabian Hotel Investment Conference (AHIC) and International Hotel Investment Forum (IHF). Mr. Powell holds a BSc. (Econ) from the London school of Economics and Political Science and is a member of the Institute of Chartered Accountants in England and Wales. © Photo: iBAHN © Photo:
50 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > INTERNET AND COMMUNICATION TECHNOLOGIES
So what can hoteliers do to keep up with this demand?
In our experience, recognising the move- ment towards increasingly personalised content is a prerequisite. This means that hoteliers will need to offer easy ac- cess to an increased range of content. Guests will have so many different con- tent requirements that the only way to service their needs will be to provide a portal to the internet that enables them to access their preferred content from the web rather than the often limited hotel selected content. You only have to look at the number of TV stations now streaming their content live or allowing downloads
to realise that TV will soon be online as iBAHN © Photo: standard. Secondly, digital convergence Furthermore, as our together your guest ser- must be the focus if hoteliers want to network is a complete vices and hotel systems. continue providing a high quality service end-to-end digital IP Emerging technologies to their guests. For many hoteliers, digi- network, any exist- "Emerging are also new revenue tal convergence means ‘triple play’ – the ing and emerging IP streams, and therefore integration of voice, data and TV/video technologies are products can be added hotels should leverage solutions onto one physical network. At seamlessly. We are technology as a differ- iBAHN, we believe this is only the first also new revenue also developing new entiator to increase oc- step. The next stage is often overlooked, ways to take integra- streams…" cupancy and RevPAR. but is crucial in our minds. In fact, we tion further still, adding The focus should also are pioneering the integration of guest building and property be on improved guest applications with hotel EPOS and En- management as well experience. After all, ergy Management Systems ensuring to- as environmental control and security. future-proofing your hotel to take advantage tal guest and hotel IP convergence. We of every new opportunity is the sensible way understand that hotels want to reduce So digital convergence is actually an oppor- to approach the continuing demand for new costs, increase revenue and differenti- tunity for hoteliers? technologies, greater bandwidth and more ate themselves from the competition, and digital entertainment, therefore ensuring this is the beauty of digital convergence.
Without doubt, there are obvious savings in your guests’ experience is constantly ahead Not only is it more cost effective because supplier management and costs by bringing of expectations. it reduces network and support costs, it ≥ also puts customers at the centre of hotel operations, making ordering and deliv- ery of guest services simpler, faster and ABOUT iBAHN more efficient. For example, using a TV Installed in 28 countries and servicing 1.7 million guests per month, iBAHN is converging digital TV, GUI (Guest User Interface) means that for digital audio, video on demand and VoIP with high-speed Internet services. Partnered with the the first time guests can order room ser- leading hotel groups of the world including Accor, Hilton, InterContinental, Marriott, Ritz - Carlton and Rocco Forte, iBAHN allow guest applications be it voice, data or video to be fully integrated vice, purchase gifts and sundries, reserve with hotel PMS, telephony and EPOS systems to deliver a fully integrated and seamless solution. a table at the restaurant or even book DIGITAL CONVERGENCE a game of golf or spa treatment via the CONTACT guest TV remote control. This increases 2 Bennet Court, Bennet Road, Reading, promotional opportunities, drives guest Berkshire RG2 0QX • United Kingdom Tel: +44 (0) 118 922 7200 uptake and delivers increased revenue. www.ibahnemea.com DIGITAL CONVERGENCE
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 51
DIGITAL CONVERGENCE >
feature High Speed Internet Access in Hotels (HSIA) The current scenario, and possible roadmap for the future…
by Ted Horner In the last 10 years the need for hotels are substantial, and our advice to owners to provide HSIA to guests has gone past is to pay for the infrastructure yourself the point of maybe to a necessity and now and negotiate with your vendor for you the majority of hotels from 2 star to 5 star to retain the majority of the revenue. The provide this facility to guests in various other trend we are seeing now is that forms whether it be wired or wireless to vendors such as Docomo Intertouch and the guest room or a combination of both. iBahn are offering combinations of HSIA Unfortunately in many instances, the both fixed and wireless, IP-based Video Ted Horner quality of the HSIA on offer at each hotel on Demand, IPTV and shortly IP-based Managing Director leaves a lot to be desired which can often PABX systems. By offering a bundled E. Horner & Associates lead to unhappy guests. For business range of technology the commercial people who spend a lot of time travelling, deals, that hotels can negotiate may often After graduating with formal the hotel room is more than home away be far better than with a vendor who has qualifications in Catering & Hotel from home… it’s one’s office away from one piece of the technology only. Management from Victoria University the office, so these people expect the in 1976, he launched a Consulting following: The Future Practice in 1989 specializing in • Wired capability in the guestroom that Allan Smith, Managing Director South Technology Consulting to the has a comparable bandwidth to that of Pacific & S.E. Asia for iBahn believes Hospitality Industry which is now one’s office; “the future of HSIA is primarily about recognized as the leader in the • Wireless capability as an option in seamless security, media and mobility, Australian market. Over the last either the guestroom or throughout the across wired and wireless IP networks.” few years his expertise has been public areas in the hotel; More companies will have the need to sought internationally and in 2005 • To have the ability to move from wired securely extend their corporate network he was awarded his first consulting in the guestroom to wireless in the public to public venues and hotels ensuring assignment in Dubai with Jumeirah . areas and to move seamlessly from either their staff have fast, seamless and most Over the last 19 years he has without being charged twice. A number importantly secure access to their VPN, consulted to a variety of clients of hotels treat the 2 services separately, emails, media, voice & internet whilst from developers and international which results in 2 charges; away from the office. Let alone the private operators of large resorts, boutique • 24 x 7 support when problems getting demands of social networking.” hotels golf clubs, convention centres connected are experienced; and licensed clubs covering the • Knowing that the connection between Conclusion: full range of technology. In 1995, the user’s office and room is secure. In summary, the landscape is changing he launched the first newsletter rapidly and one thing is certain and that dedicated to technology in the Until the last few years the majority of is guests (particular Y gen) are becoming Hospitality Industry, HTR this was HSIA deals done in hotels were vendor- more demanding with what they expect then replaced in 2002 with the financed as hotels were not convinced to see and access in the guestroom. launch of Australia’s first hospitality of the ROI of HSIA. Hotels wanted With this comes an increasing need for technology portal site. In 2004 he the vendors to carry the risk of the greater bandwidth, security of access and was the first non US person to be investment, which often included cost of support and how the hotels and vendors elected to the HITEC Technology Hall re-cabling the hotel to Cat 5. As a result alike respond to these challenges will be of Fame for his contribution to the of this method of financing, the vendors interesting. advancement of technology in the earned the majority of the HSIA revenue. hospitality industry. In 2002 he was However with increasing HSIA usage To contact Ted Horner: one of the founders of HTNG and is rates – often in excess of 20% of occupied www.hornertech.com.au now an executive advisor rooms midweek – the revenue streams [email protected]
52 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com SMARTInformation Intelligence by report Hotel Technologies
Energy Management, Major Appliances and Air Conditioning
Hotel energy management is at the cusp > of a tipping point. From all three corners of the sustainability triangle, change is roaring down on the way hotels manage their energy use. Torquing the social, environmental, and financial forces on hotel energy use we can count three 'biggies': climate disruption, fossil fuel depletion, and The Age of 'Energy IT'. Hoteliers will need to learn to deal with new attitudes to air travel, as well as issues such as rising sea levels and receding snow lines. But these are 'energy management' issues are beyond our control. Closer to home, it will be emerging disciplines like carbon accounting that will be most significant. Declining sources of energy will change hotel management differently as decision-makers will learn to compensate for oil price fluctuations which will include nimble fuel-source shifting, prudent risk management hedging, and a new-found appreciation for zero-based energy budgeting. Information technology applications may prove to be the most surprising ally in the lodging sector's fight with the energy dragon. Instead of electricity consumption being managed at one data point once per month (the electricity bill), you will soon be seeing that usage managed at 10,000 data points (every energy consuming device in your hotel) at one-minute intervals (43,800 per month). Who do you want managing 5.3 billion data points a year if not your IT people? Energy management excellence can not only mean lower costs and higher profits, but also mean winning business, satisfying client needs, and securing a competitive advantage.
Robert Allender Managing Director of Hong Kong firm Energy Resources Management
© Photo: Cleverdis
Hotel Technologies SMARTreport November 2008 – April 2009 / 53 >
Read the whole interview at www.hospitality-hub.com exclusive Energy Management interview in Major Appliances and Air Conditioning
In our recent fact-finding tour in Korea, we were very honoured to meet with Mr Young Ha Lee, President and CEO of LG Electronics Digital Appliance Company. We asked Mr Lee how important the Hotel market is to LG today …
The hotels are the VIP customers and the Because commercial air conditioning as hotel business is very important for us. a system itself is much more complicated Currently, the most important product than home units, it requires very good line we can introduce to the hotels is our control systems, which is one of the commercial air conditioners. Certainly, strengths of Siemens. One of the reasons we are focusing on the UK market right we have entered this MOU with Siemens now with the Olympics showcasing there is that they have a building management in 2012. We are expecting a lot of the system, which not only manages air Mr. Y.H. (Young Ha) Lee hotels there to be renovated and that will conditioning systems but also the mean that they will need to install new air lighting and the other functions that need President and CEO conditioners. to be maintained. So Siemens’strength LG Electronics Digital Appliance Secondly, we also have a dedicated lies in the overall control of building Company solutions team working on connectivity, management. for example to connect the TVs with Mr. Y.H. (Young Ha) Lee is the President the automatic control, the security and Because LG air conditioners are being and CEO of the Digital Appliance the payment systems. We are currently widely adopted within the commercial Company at LG Electronics. Since running several pilot projects with space, there was a need to integrate joining LG in 1979, Mr. Lee served in hotels. Siemens’ controller system with our various managerial positions We have also noticed is that especially commercial air conditioning system. including Head of the Air Conditioning the higher-end hotels are now offering Mainly for environmental reasons it was Compressor Division, Head of the high-end models of built-in ovens and important to enable an integrated air Refrigeration Division, and later as a refrigerators, which creates an excellent conditioning managing system for the Managing Director and Executive Vice opportunity for our built-in appliances building. For example, if someone leaves President. He was also stationed in business. We consider hotels to be one of the office and forgets to turn off the air Tokyo, Japan from 1986 to 1990. From our most important customer groups. conditioner, the monitor can turn it off for 1995 to 1996, Mr. Lee played a vital them. role in the restructuring efforts of Tell us more about your commercial air the company as a member of the conditioning units. You recently entered In order to implement these features, Innovation Task Force Team. He was into a MOU with Siemens in this field in the air conditioning system of LG and the named Executive Vice President in Europe… why so? controller system of Siemens had to be 2002 and later assumed the role of CEO of the Digital Appliance Company in 2004.
Residential air conditioner
© Photo: LG
54 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > Energy Management, Major Appliances and Air Conditioning
© Photos: LG
LG Art Cool air conditioner
integrated and that was one of the reasons mode. The inverter controls the motor, why we entered into the collaboration. regulating the RPM (Rounds per Minute) "We consider of the compressor depending on the Green issues are becoming important. exposure. That is a major way of saving Can you tell me about the advances LG is energy. So, in our immediate products, hotels to be making in eco-responsibility? the compressor and the controlling technology are the key components one of our In terms of energy savings in our where we find further room for energy immediate products, when we look at efficiency. our product line it’s the air conditioners most important and refrigerators that consume the most We are also looking into renewable energy energy. As you know, refrigerators are sources combined with our existing customer running 24h a day. Air conditioners are technology. There are various examples, more seasonal but during their season, but one is an air conditioner that uses they do consume more energy than a geothermal energy to cool. The basic groups." refrigerator. Within the air conditioner principle is that existing conventional air and refrigerator, the key source of energy conditioners use a fan, bring in the outside saving comes from the compressor, air, pass it through a coolant, bring down which is why we are investing a lot in our the temperature, and bring the cooled air compressor technology. One example indoors. This geothermal air conditioner would be the new compressor we have uses pipes drilled deep into the earth, Washing Machine & Dryer developed for refrigerators. In the past, where there is always a constant it was a 3-axle compressor. We’ve now temperature of about 15 degrees. We developed a 2-axle linear compressor, use cooled water and circulate it to lower which reduces the amount of energy loss the temperature of the air instead of the during delivery. Within the compressor coolant. This means that we can have an there is 20-30% less loss and within air conditioner that does not need a fan to the refrigerator there is still 10-20% bring in outside air, making it much more less loss than when using the existing energy efficient. This has already been 3-axle compressor. The second key area introduced in Korea, and it fits in very well to reduce energy consumption is the with the government policy of trying to inverter, which controls the speed of the promote more energy efficient solutions. motor or compressor. Without an inverter, We are very much looking forward to how we would have an on-mode and off- it will do in other regions. © Photo: LG
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 55 > Cleverdis Commercial Content
feature No More Red Faces… Keep it Green. Hotel Management CAN look good!
With the rising costs of just about everything these days, it’s important for hoteliers to look at efficient ways to manage energy in their hotels. Schneider Electric is not only a specialist in energy management in hotels, but is also conscious of the image that hotels need to project, which is why design is such a critical factor in their products and services.
Guest Delight – A Top Priority usually difficult to access and can as well It’s essential today for hoteliers to cre- damage it. ate a unique atmosphere, increasing the guest’s comfort and keeping guests con- Make the most of your nected. Hoteliers are spending a lot of energy money in interior design to differentiate Energy efficiency can be versus their competitors and creating a achieved with simple solu- brand image. So it is essential to adapt tions. A card key holder can be used to the aesthetics to fit the turn off the light and hotel design. A button air conditioning when is not just a button… "Schneider the guest is not in; a © Photos: Schneider Electric © Photos: and Schneider Electric Electric can presence detector in goes through lengths the bathroom to turn to make the appropri- support hotel off the light when no- ate design to fit hotels, body is in or to turn on which is underlined by projects during automatically when their various design the entire life someone enters… and awards. a simple thermostat cycle of the with preset settings A differentiating to limit the range of experience property while temperature (+/- 3 Scene control cre- the hotelier degrees Celsius for ates different ambi- example). Additional ance in the guestroom focuses on his functions can also be adapted to the time of added through better the day or occupation: guests" integration of the sys- morning, working, tems. Schneider Elec- reading. This is not limited to lights and tric is a specialist in can include curtains & TV control or be Building Management System to monitor linked to the exterior conditions. Further- and control your entire hotel. Commu- more, if you really want to go an “extra nication with the Property Management step” in impressing guests, why not inte- System allows advanced setting of the grate the latest type of light, such as LED room when the guest check-in or check- to create a new type of environment? out. Integration to the Video on Demand system allows the guest to control all the Connectivity is now a must everywhere room settings from his TV remote. in the world and specifically in a hotel. Using Schneider’s multimedia connec- How’s YOUR Backbone? tion, guests are able to connect their PC, As IP convergence is all the rage now, it Camera or iPod to enjoy their multimedia is critical to have a strong data infrastruc- experience on a large screen. There is no ture. One common system can provide need to go to the back of the TV, which is engineering, commissioning, labour &
56 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com © Photo: iStockPhoto.com © Photo: training cost savings. It can also provide a seamless flow of information to improve the management of the hotel. This infra- structure needs to support IP Telephone, IPTV on demand, Internet, check-in sys- tem, building management. High Defini- tion IPTV, for example, is increasing the infrastructure requirements. Schneider Electric can provide you the voice-data- image infrastructure for today’s and to- morrow’s hotel needs. Services & installa- tion capabilities to limit the impact on the hotel operation are key parts of this offer.
Continuity of Service & Security Guaranteed Energy availability is key for lifts, security and IT services, as hotels operate around the clock. Schneider Electric, world leader in UPS and electrical distribution, provides world class resilient architectures specific for hotels with a complete offer from the utility to the appliances. Monitoring and automatic control of emergency power supply systems ensures continuous avail- ability. Safety & security are also key con- cern of the hotelier who is responsible for their guest and staff at any moment of the the new technologies because what is the day. With people getting in and out all the connection of the future and what will be time, this can only be achieved through so- "It’s essential the next device after the iPod? lutions with the right level of automation. to adapt the Schneider Electric can provide solution Schneider Electric, as the leading provider that can be upgraded without losing the of video cameras, has developed systems initial investment. Schneider Electric can aesthetics to that can automatically detect abnormal support hotel projects during the entire situations in an hotel: a luggage left alone life cycle of the property while the hotelier fit the hotel in a corridor, a person lying on the floor, focuses on his guests. etc. design" Protecting Your Investment ≥ Hotels are complex installations. Hoteliers can partner with Schneider Electric dur- ABOUT Schneider Electric ing renovations to improve a hotel’s per- As a global specialist in energy management with operations in more than 100 countries, formance. As a luxury hotel renovates on Schneider Electric offers integrated solutions across multiple market segments, including average every 7 years, the solutions pro- leadership positions in energy and infrastructure, industrial processes, and building automation. Focused on making energy safe, reliable, and efficient, the company's 120,000 vided to the hotels need to be easily up- employees achieved sales of more than 17.3 billion euros in 2007, through an active gradable. For example, wireless solutions commitment to help individuals and organisations "Make the most of their energy". can increase the adaptability of the guest- room. High-end solutions like multimedia CONTACT connections need to be able to evolve with [email protected] www.schneider-electric.com
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 57 220-D8 SIA ISTITUZIONALE gb a4 SMART REPORT TRA.indd 1 2-10-2008 14:05:02 SMARTInformation Intelligence by report Hotel Technologies
Conference Technologies, Digital Signage and In-House TV
A medium in its own right, digital signage > uses various tools to create and manage all types of content formats, audio and/ or visual, and to disseminate them - taking into ac- count the place and time of day – on various dis- play devices. This mode of communication is most often used as signage for seminars. The signage allows each and every conference member to find their conference session and to benefit from infor- mation such as exhibitions, the daily schedule and the speakers’ names from the moment they arrive in the hotel lobby. Clients who organise seminars also appreciate seeing their logo displayed on these screens. It is possible to use a predefined template, in which one only needs to enter the name of the conference, along with the logo to create a com- plete page. In terms of scheduling, is possible to plan the au- tomatic dissemination of messages on a weekly or monthly basis, which is very valuable in terms of saving time and having peace of mind.
Screen networks also allow a hotel or a restaurant to promote services of the hotel in a reactive and dynamic manner.
While investment in a screen network is justified in itself as a marketing tool, hotels sometimes seek other reasons to rationalise such an invest- ment. Advertising is often used to finance part or all of the project; then, based on the audience, this tool can become a real source of income, and the signage network is transformed into a veritable TV channel.
Raphael Pinot Digital Signage Analyst
© Photo: citizenM and Cleverdis Project Manager
Hotel Technologies SMARTreport November 2008 – April 2009 / 59 Seminar for executive committee Looking for peace to work ?
Porquerolles' s island Côte d'Azur An ideal location for brain storming in front of Toulon-Hyeres international airport
L'Auberge des Glycines, A charming hotel for efficient working session open all over the year
Tel. + 33 (0)4 94 58 30 36 Fax: + 33 (0)4 94 58 35 22 contact : [email protected] www.auberge-glycines.com > > Conference Technologies, Digital Signage and In-House TV
Cleverdis Commercial Content
PROJEC ON TO feature S R P S Bright Ideas for E
SINCE 2001
W R OR E Conference Centres LD LEAD The Evolution of the Front Projector Market Means New and Exciting Solutions
As we all know, a well-equipped conference centre can be a major differentiator for a hotel in what’s becoming a tougher marketplace. In this respect, it is essential for the hotelier to keep “up to speed” with the latest projection solutions available on the market, enabling new solutions and comfort levels never attainable until now.
A Changing Market seconds from the Windows Vista Start For small conference rooms new menu without the need to install any solutions include short-throw projectors, software. meaning the presenter no longer has to stand in the light beam, being dazzled Run In – Run Out – Flexibility a Key "A well- and leaving a shadow on the screen, and Another factor that can play a big role the desk can be freed of the device and in the success of your facility is that of its cabled, making the setting much more offering either bare-bone rooms for equipped aesthetic. In January 2008, Epson, the meetings, or the possibility to have world’s leading projector manufacturer, an “in house” supplied ultra portable conference launched the EMP-400W, an ultra- projector on demand. Keeping projectors short throwing distance, compact and in house for this reason is becoming a lightweight projector ideal for corporate great USP. The new Epson ‘ultra mobile’ centre can presentations, especially within small series succeeds the popular EB-1700 meeting areas. The projector is able series, further enhancing versatility, be a major to deliver a clear and sharp focussed functionality and usability to support 60-inch picture at just 65cm from the professional, hassle-free presentations. projection surface. Ultra-short distance All of the projectors in the range weigh differentiator projectors are the perfect answer for 1.8kg or less, and a newly designed businesses that require sharp, high- carry-case makes running the projectors for a hotel." quality presentation facilities within from one room top another easier than smaller, dynamic spaces. ever before.
Making it Easy The BIG picture Another major concern is the ease with For large conference areas, nothing is which the projector can be used, and here more impressive than a breath-taking again this can be a major draw-card for image from a new-generation installation your conference rooms. For this, Epson projector. To this end, Epson has launched has launched the EMP-1825; a versatile, the new innovative EB-G5000 series to easy-to-use, high-end projector with replace its previous installation models. innovative features designed to deliver The new range revolutionises Epson’s outstanding functionality and quality. installation offering, setting new standards The projector fits seamlessly within for brightness, usability, connectivity and any working environment and has been value for large environment installations. specially engineered alongside Microsoft The new EB-G5000 projectors are to offer compatibility with the Windows among the brightest in the industry, Vista Network Projector function for boasting up to 5000 lumens to ensure easy wireless and wired connectivity. clarity and quality even in large and light This function ensures the projector can environments such as lecture halls and
© Photos: Epson © Photos: be connected wirelessly within a few auditoriums. www.epson-europe.com
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 61 >
exclusive Digital Signage - a Way- interview finder and a New Revenue Generator! Conference Centres and Lobbies Become the Setting for the Information Revolution… Hotels are becoming increasingly interested in attracting guests for regular services, by attracting companies that might use their facilities for meetings. We asked Oscar Elizaga, Vice President of Scala – the leading player in the digital signage arena – to tell us about the different applications for hotels…
Oscar Elizaga There are two types of applications that go local institutions to provide and modify their Vice President EMEA into hotels, and this is an emerging market own content. The other area is interactivity. Scala for Scala. One is what we normally call For many years, the ability to have the the “Wayfinder”. The number of meeting public to interact with digital signage has Oscar Elizaga joined Scala early rooms is sometime large, so signage can been known. For example, the Wayfinder during 2005 as Director of New be useful to guide you to where you need systems can simply show where the Business Development with to be. The second aspect is that of an conference rooms are but it also provides responsibility for Spain, Italy, information channel built into the hotel the opportunity to guide oneself. The other Portugal and has been a major infrastructure that will area is the ability to contributor to Scala's growth and also provide advertising provide personalised expansion in the European market information which “So digital information in the by forging strategic partnerships might be interesting system link to the hotel with key local system integrators to the guests, such as signage becomes databases or records. and advertising/marketing firms, by news, local shopping a means to When people talk about delivering an unequivocal positioning information, other interactivity, a lot of them message on Scala's leadership in enterprises, etc. So it providing valuable will understand that it’s the digital signage market and by becomes a medium that information”. just a touch screen. But structuring new business models can be utilised not only it is also the ability to attuned to the requirements of to find your way, but also interact with databases European enterprises. a means to providing valuable information. in the hotels. You could possibly identify Those are the two complementary yourself to the system and the content will segments where we see an interesting be personalised for you. growth. We could maybe go to RFID, for example So we’re talking about a partially advertising if the hotel has a RFID key, this could be a supported network. Here is where Scala good value add. can help the hoteliers add value, because the inevitable question from them is ‘how Yes, at Scala we understand interactivity do I control a system like this? Is it difficult? in a further sense such as touch screens, How does Scala help? interaction with databases, RFID readers, barcodes, and directional devices. It’s even It isn’t difficult. There are many areas where interaction with the media systems. We we can help and one is in the area to modify are starting to discuss with a number of the content on a local basis. Since we are suppliers in the market that are specialised not purely media based, we can afford to in measuring audiences on how you could modify the template if you wish that will eventually tailor the content on a more give the personalisation that the hotelier dynamic basis based on what the camera
© Photos: Scala © Photos: desires. This at the same time will allow the is seeing.
62 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com
V V hink hink T T “We don't develop outlining Idylle in www.cleverdis.com November 2008 – April 2009 / 63 November use TV nd In-Ho ge a tion report ou ou report Y Cleverdis Commercial Content Commercial Cleverdis igna al S our products in the same way as our competitors,and we don't sell in the same way. When I personally go on site with a client, whether it is a casino or Leroy Merlin, I spend at least three hours there. I discuss the product, and then we go and see what the client experiences every day. They tell us about their clientele and their habits. Also Home Video System is a turnkey solution, so the customers have Idylle Idylle also differentiates through a fully personalised service. Mr. its offering Lubken reiterates: todo nothing except to tell us the contents they want and at which time they want Production’s services can be found on the on found be can services Production’s – website Cleverdis section. the downloads to see it on the screen. Then we do the rest, from writing the text to producing the publicity, finding the content, etc. This means the customer focuses on his/ her clientele and does not have to worry A SPECIAL about their private TV Channel!" n-House n-House I Hotel Technologies SMART Technologies Hotel “The company T ot as Hard as as Hard as ot AC e produc ABOUT idyll N es, Digit nologi ce Tech feren > Con eveloping eveloping Tel: +33 (0)4 92 60 60 20 Tel: www.idylleproduction.com [email protected] European specialist in custom TV, Idylle Production offers an innovative vision of communication communication of vision innovative an offers Production Idylle TV, concept the in custom Idylle in call pioneers they specialist systems, when get their European they using what of companies sure Major are in the Channel. retail, hotel TV sector. Idylle and Production has Custom trade given of a true meaning concept and hotel/casino a concrete the reality of to the sectors the in Merlin. and Leroy Group include the Barrière references Production... CONT t’s t’s has developed a very adaptable and flexible system, which allows the client to have a programming that completely fits with their frequentation according to the days of the week. The fact that the advertisements change everyday and are adapted to the type of clientele shows the real possibilities of this media.” “We can create, programme, and provide content (video, clip, report, emotional)... Through its own channel, a hotel can also communicate via the screens in the bedrooms on all the services and derived products it has to offer. It can inform The days of smiley presenters explaining the course, Of wonderful past. the things of thing going a on are channel in-house in the on hotel a around and interest was always limited for that kind of product thanks Today, along to new production and distribution with technologies, the creation the costs. of an in-house channel can be not easy, only but due to costing, competitive stream. revenue potential a new become it can The French-based Production has been company working over the past years Idylle on developing solutions hotels, for creating specificscreen content which can be easily updated, with inner frames and specific audiocontent to go with the playlist decided by This the system hotel. can not only be extremely interesting in hotel lobbies, but thanks to new in-room delivery systems, also can create a very have can useful which sound) (including channel in-house TV information updated daily or even hourly. According to Idylle Production General Director Marcus Lubken, D I the client at the swimming pool or the lounge bar that is situated downstairs, for example… Hotels are not aware of the fact that today we can provide them with this service at a truly affordable price.” ≥
© Photos: Idylle Production Idylle Photos: ©
> ure feat www.hospitality-hub.com Of Dutch origin and fluently speaking fluently and origin Dutch Of 5 languages French, Italian (German, and Dutch), Marcus English, Lubken is General Director of Idylle Idylle join to decision His Production. Production didn’t come by chance as he very quickly understood decided and company the the of potential the fore. to add his experience to General Director Director General Production Idylle bken Lu Marcus nd Mid-East 2 Annual www.hotelexpansion.com 3RD - 4TH NOVEMBER 2008 DUBAI [WORLD TRADE CENTER] naseba in association with
Department of Tourism International Hotel & & Commerce Marketing Restaurent Association
“Be a Part of the Most Dynamic Hospitality Market in the World”
Top Speakers Include "Dubai is constructing 124 huge hospitality Sponsors schemes of which 55 combined are worth a staggering Dh 1 trillion." Mr. Arif Mubarak, CEO, MEHEC 2008 will bring together senior Bawadi Hotels, Dubai decision makers from international Mr. Abdulla Mohammed Almulla, & regional hotel chains, property Chairman, developers, individual hotel properties & Al Mulla Hospitality signature hotels from all across the MENA Region, to network, re-educate & conduct Lee Laverne Tabler, face to face business CEO, TDIC, Abu Dhabi An Exclusive Format Mr. Daniel Hajjar, Managing Partner, Pro-active Business Meetings Layia Hospitality Highly Qualifi ed Participants
Amine E. Moukarzel, Cutting-Edge Conference Agenda Managing Director & SVP (MENA), Unrivalled Networking Functions Media Partners Golden Tulip Hotels & Resorts Dr. Ghassan Aidi, Hot Topics to be Addressed President, IH&RA, Switzerland Investment Stream: Where are hotel REITS in the Middle East Mr. Marwan Al Ali, headed? Chief Information Offi cer, Jumeirah Group Islamic Stream: Impact of Islamic & Shariah compliant hotels Mr. Masoud Khan, Association Partners Chief Financial Offi cer, on global hospitality Tameer Holdings IT Stream: Mr. Aman Sachdev, The emergence of “Smart Hotels”, “human Corporate Vice President, touch vs. the touch of a button” Rotana Group of Hotels and many more...
For further information, please contact: [email protected] Tel: +971 4367 1376 - Fax: +971 4367 2764 - www.hotelexpansion.com www.naseba.com Disclaimer: This document is a promotional event release and is not contractual. SMARTInformation Intelligence by report Hotel Technologies
PMS/Reservation/ Concierge Systems/POS
Today, the PMS product has evolved into a very sophisticated product that is integrated > into every facet of hotel operations. However, it is my opinion that the four key factors still driving change in this area are: • The degree of integration between the PMS and CRS and the plethora of distribution channels • Integration between Yield Management and the PMS and CRS • The failure of guest history in PMS as a useful marketing tool and the rise of Customer Relationship Management Systems • The increasing importance of business intelligence
We are now beginning to see as a result of groups such as HTNG that the level of integration between PMS and other products listed above have improved dramatically and also more importantly, the willingness of competing vendors to co-operate in ways not previously seen. There is still much work to be done, but hoteliers finally have the option of selecting the best of breed vendors and no longer having to worry about the level of integration that may exist between the various software packages. More and more reservations are being sourced via web based intermediaries and the ability of these reservations to be fully integrated with the PMS has also improved substantially over the last few years. Another trend becoming prevalent is the arrival of complete web based PMS systems that lend themselves well to low – to mid range hotel properties and the willingness of these vendors to charge monthly service fees rather than large up front software license fees. Point of Sale systems continue to evolve and while the price of the hardware has declined, the range of applications that now can be run on the touch screen POS terminals is considerable.
Ted Horner Hotel IT consultant
© Photo: Cleverdis
Hotel Technologies SMARTreport November 2008 – April 2009 / 65 White Paper Technology Solutions Help to Increase Profitability and Guest Service in the Booming Extended Stay Market © Photo: Cleverdis As properties strive to compete in the expanding extended stay industry, hoteliers rely on robust property management solutions (PMS) to help improve occupancy and revenue while capturing detailed guest preferences. Extended Stay Expansion in the demand profile of the marketplace that the resident is also liable for utilities Some say the concept of extended stay in the US and Europe as well as the such as gas, electricity and telephone accommodation dates back to 19th internal dynamics of the hotel industry, • Reporting tools that take care of century English rooming houses, while including strong demand and room rate extended stay specific reporting others trace the origins of the extended gains in UK's key cities, especially at the generating information as un-invoiced stay market to the opening of Marriott’s luxury end. As room rates rise, alternative incidentals, un-invoiced rent, deposits, first Residence Inn in the US in 1974. accommodation products have increasing and tenant exposure In either case, there’s no arguing that appeal for travellers. • Adaptation for variance in taxation rules, today’s extended stay market is booming since they tend to differ in the extended on both sides of the Atlantic. Increasingly, Technology Solutions Increase stay environment where VAT drops from the extended stay market is expanding in Revenues and Guest Service 17.5% to 3.5% after 28 days Europe, particularly in the UK. Players Finding a property management solution • The ability to hire a specific item that a such as InterContinental Hotel Group’s (PMS) that has inbuilt functionality for guest requests, such as a DVD player, Staybridge Suites are increasing their hotels in the extended stay market can and have this incorporated into the presence in the UK hotel market. Other make a big impact on occupancy, revenues leasing agreement companies, including Bridgestreet, and guest service. When selecting a Ascott, PREM, and Fraser Hospitality, also PMS system, the following features and With the expected continued growth in the offer UK business and leisure travellers functions can provide distinct advantages extended stay market, properties utilising longer stay accommodations. to hoteliers in the extended-stay market: a PMS system that accommodates the • Multi property capabilities that allow nuances of this business will have a Market Trends for many buildings or properties to run distinct advantage. As the personalisation What’s fuelling all the growth in the from one central database of guest service becomes an increasingly UK extended stay market? Changes in • Capability for both rent and service to important differentiator, the right PMS working patterns and lifestyles in Europe be invoiced separately and in advance that can capture guest preferences will represent a potentially fertile market for • Availability of 2 accounts receivable help hoteliers provide tailored services the extended stay hotel offering, with ledgers per reservation, allowing the to increase guest loyalty. Additionally, a its combination of longer stays, simpler company to be invoiced for the rental PMS that properly accounts for certain premises without bars and restaurants, while the guest may be invoiced for any extended-stay charges to streamline and low pricing. There are several drivers incidentals reporting and invoicing tasks is essential fuelling the growing interest in this • The ability to charge for utilities, since for boosting profitability. segment. These factors include changes many extended stay properties require Source: SoftBrands
66 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > PMS/Reservation/Concierge Systems/POS
Integrated DCC as an Added Guest Service Making Life easier for Foreign Guests – a Great USP The term DCC stands for Dynamic Currency Conversion, it is sometimes also known as Cardholder Preferred Currency (CPC). Essentially this is a service offered by a third party management system which allows a foreign traveller to pay a hotel, bar or restaurant bill with their credit card in their home currency. How does it work? currency, the rate of exchange and the amount paid in their As the credit card details are taken from the guest, the Payment home currency. Processor checks to see if the card originates from overseas and is eligible for a DCC transaction. If it is, the Payment Processor What are the benefits? sends a prompt to the Property Management Well the obvious answer to this is clear System for the operator/cashier to ask the guest to see; this additional service offered at if they would like to pay in their own currency. "A traveller with a clear various points of sale around the hotel adds Once the customer has agreed that they would idea of what they have a superior guest experience by offering like to take this service the operator selects already spent could them a convenient and familiar method of ‘yes’ on the Property Management System. be tempted to spend payment. The traveller on a holiday budget The Payment Processor then utilises the day’s more!" is able to keep an eye on their expenditure exchange rate automatically provided by the third and not have to worry about the bank treasury party management company or the DCC statement when they get home whereas the Provider to complete the conversion and the message is passed business traveller can easily work out expenses. A traveller with back to the Property Management System for the transaction a clear idea of what they have already spent could be tempted to take place. The guest will receive a receipt showing the local to spend more!
Cleverdis Commercial Content
Servebase Hospitality Solutions
Servebase provide payment solutions which can be integrated to your chosen Property Management System (PMS), allowing you to select the PMS that is right for your business. Their payment solutions work with any Dynamic Currency Conversion (DCC) systems, so that you can choose the DCC provider that offers the best conversion rates and gives you the highest Card Processing percentage of returns for increased profitability. Software Solutions Servebase have developed a product range that meets Integrated to Hospitality the needs of the client, providing hosted and enterprise System Providers solutions which can be scaled up as the business grows. Functionality such as AVS/CV2 (address verification and Accredited with Major 3 digit code checking), purchasing card capability and Banks Globally chip and PIN is available and can be added to products as PCI-DSS Level 1 Accredited and when the need arises. The management reporting tool allows clients to view clear concise transactional data for financial analysis all in one place which can be Contact us exported into an excel spreadsheet for ease of use. UK Office phone: +44 (0) 870 333 6363 Email: [email protected] For more information on Servebase products and www.servebase.com services, please visit www.servebase.com or call the sales team on 0870 333 6363.
Based on information from Servebase
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 67
> > PMS/Reservation/Concierge Systems/POS interview Keeping IT simple
Protel is a technology and service solutions provider focusing on PMS solutions. We spoke with Manfred Osthues, protel’s Managing Director, to tell us what protel is about and the new trends he is seeing in the industry.
What products / solutions does protel property protel MPE cluster without losing provide for the hotel industry? any data. With our unique “Construction Kit”, protel systems can already be individually Protel provides solutions for all hotel types customized by dealers and even by clients. along with expansion modules which can But for the core of the application, in-house be used for events, sales, marketing, and development provides the best benefits to managing electronic hotel reservations. our customers all over the world in terms The Software can be interfaced to more of investment protection, product strategy than 1,000 external systems (for example: and support security. the minibar systems, credit card systems, yield management Do you feel that older systems). Furthermore properties are looking protel add-ons are “Protel to upgrade / change helpful applications that their PMS to a more integrate specific, highly systems can integrated system? Manfred Osthues targeted functions Managing Director into the products to be individually Yes, definitely. But this protel suit the customers’ does not necessarily personal needs without customised mean that all modules Following graduation from Hotel Ma- modifying the core of have to come from the nagement School, in 1988 Manfred the application. by dealers same vendor. Since Osthues became a Distributor of Fi- and even by vendors have focused delio Software GmbH (now MICROS- Can you tell us the on specific products/ FIDELIO GmbH), and a few years later differentiating factors clients". modules, no one covers worked as a Management Consultant of protel? all needs with the same for Siemens-Nixdorf Germany (Now quality of all products. Wincor-Nixdorf GmbH and Siemens As a Microsoft partner, every protel product AG). From 1993-94, Osthues began has been based on cutting-edge Microsoft How does protel feel about 100 % pure formulating the concept for protel technologies such as Windows and SQL web-based PMS? PMS, together with Ingo Dignas und Server. The two way link to Outlook is Joerg Hermann (co-founders), and particularly effective. The benefits are swift We believe in the advantages of solutions since 1994, Osthues has been Co- implementation, short learning curve for being offered as "Software as a Service" founder and Managing Partner of employees, secure data storage, maximum (SaaS) to specific market segments in the protel hotelsoftware GmbH. application reliability and stability as well near future - but we are also convinced that as long-term investment. there will always be a market demand for standard on-premise solutions. All products are based on one core system, or a "single source code strategy". In this Source: Hospitality Tech Advisor, Volume way, a hotel using protel SPE in a single 24, Issue 11, October 4, 2008
property can easily be migrated into a multi- ≥ ABOUT Protel hotelsoftware GmbH
Protel hotelsoftware GmbH was established in 1994 to offer the complete range of technology solutions and services exclusively to the hotel industry. Property management systems by protel cover the requi- rements of every market segment from small individual hotels to multinational hotel groups. The com- panys headquarter is in Germany in the city of Dortmund; with a branch in Dubai and a dense network of closely cooperating business partners, protel is operating worldwide CONTACT For further information, visit the company website:
© Photo: protel © Photo: www.protel-hotel-software.com
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 69 Cleverdis Commercial Content Hostec Marketplace – The Smart Choice!
Hostec Marketplace, part of the Hospitality Show at the NEC in Birmingham, England from 19-21st January 2009, is the place to be if you are looking to develop technology within your business. In addition to sourcing the very latest, up-to-the-minute developments from key exhibitors such as Softbrands, Databasics, Comtrex, Call Systems Technology and GA Wedderburn, visitors will also get free access to the in-depth seminar programme featuring practical advice and discussion from such well-known brands as Malmaison, Lastminute.com and Softbrands. Whether you are directly responsible for your IT service, or work within another part of the business and are interested in what technology can do for you, then Hostec Marketplace is for you.
Hostec this year will be featuring inspirational speaker Philip Calvert who will be talking about how developing relationships with customers through technology can help to build your brand on both the internet and in the wider context while David Norris, COO of Livebookings will look at how restaurants and hotels can use the internet to fill empty chairs through the use of search engine marketing, partner marketing and websites. David Wortley, Director of The Serious Games Institute will speak about how the development of software games has helped to facilitate training and development within the hospitality industry, whilst Sean Wheeler, Group Director of People Development at Malmaison Hotels will take the E-based learning scenario further and illustrate how Health & Safety has been improved through the use of virtual scenarios and online assessment. Finally, the Head of Innovation at Lastminute.com will explore how the use of mobile technology in the industry has allowed the consumer to access offers and locations via their mobile and why the hospitality industry must keep up to date with the changing demands of the mobile consumer.
For further information and to pre-register for free please visit www.hospitalityshow.co.uk and click on Hostec. SMARTInformation Intelligence by report Hotel Technologies
Education and Recruitment
Our section on education and training > in the hotel field is put in to clarify priorities for young people wishing to get into the sphere and also to underpin and promote the excellent work done by the hotel management schools in preparing tomorrow’s leaders in the sector. We also highlight special efforts made by the hotel schools to increase awareness among undergraduates about new technologies and their importance in the hospitality sphere today. As underlined by the EHL, “New opportunities for an unusual, specific mix of skills are opening up as the industry changes and develops. There is increased demand for sophisticated technology and IT applications.” In this section, we do not compare schools or results, however our aim will be to highlight strong points, and this, through interviews with high ranking school officers and professors. New initiatives such as the EHL’s new “INTEHL” (outlined in the first section of this SMARTreport) are adding to the richness and intensity of the education being given today… in this case, “an incubator designed to help young entrepreneurs develop business plans, implement new business projects and contribute to their success by helping them to find financial resources, ensuring the viability of their concepts and providing them with permanent support during the development phase”. Over time, we also plan to become increasingly involved in supporting top schools in their quest for a more rounded education of their management students, intervening, as already is the case at the EHL, in roundtables and conferences, in order to impart some of our industry knowledge acquired over the past years…
Richard Barnes Cleverdis Editor-in-Chief
© Photo: 1999 PhotoDisc Inc.
Hotel Technologies SMARTreport November 2008 – April 2009 / 71
>
exclusive Forming Tomorrow’s Elite interview EHL Strategic IT Course Sets Stage for Industry Demand
The Ecole Hoteliere de Lausanne covers new technology in a number of ways. The school has a project called ‘cyber hotel’ focusing on new technology hardware and software, new locking systems, technologies which are very “operational”, even including a room of the future set up for new technologies. We asked Hilary Murphy to tell us more about the EHL’s special approach to integrating technology in the curriculum.
In our current year curriculum, we have a are recruited by consultancy companies. strategic IT course that looks at projects Starwood recruits trainee revenue man- optimising new technologies. The course agers. We have some students who go is integrated into our final year. We are not into IT type of based jobs; sometimes for turning out IT professionals… we turn out vendors… technology companies’ people graduates and undergraduates that have are hiring our graduates who have good a broad managerial understanding of how hospitality knowledge, in order to support Hilary Murphy the hotel business operates. Obviously as the hotel industry. Most go into the hotel Professor, Information IT becomes more important, it is more or hotel-related industry. Technology & E-marketing integrated into different subject matters such as organisational management, Why is IT so important for the future? PhD, MPhil, MCIM, pgBITS, ERP systems, the different channels of BA marketing e.g. using social media chan- It’s important that future hoteliers under- nels. I have researched the application of stand and work better with the vendors Dr. Hilary Murphy is a Professor and new technologies for who have often not Researcher at the Ecole hôtelière de Lausanne. She has a PhD in strategic partners and had very profitable the diffusion of information and vendors, social media. "Hotels relationships with the communications technology, as well However, my particular hotel industry until as extensive business experience in area is e-marketing, don’t always now. If they are able sales and marketing management. and so it’s very much to work together to Current research includes: IT applied technology. In implement the provide solutions that benchmarking for the European our school the teach- solutions at are mutually benefi- hotel sector, social media (web 2.0) ers teach operational- cial they will both add and the impact of buyer behaviour, ly focused applications the right time value and reap the re- location-based systems, search and management level wards. However this engine marketing and integrated marketing communications. courses, and technol- or for the right requires some risk- ogy is implemented so purpose with taking from both the that students are able vendor’s and from the to look at processes the right staff." hoteliers. within the hospitality industries, to see how I think right now there technology should and is a bit of a standoff should not be used. We anticipate trends in terms that the vendors are reluctant to to see what’s happening in the market- develop applications for the hotel indus- place and for students to understand what try because they do not know if the hotel good practice is, often from other sectors, will spend the money and the hotels are because the hotel industry isn’t the most waiting for the vendors to come up with up to date or the most progressive when it solutions because the solutions they have comes to technology (!) provided before do not quite fit the bill or delivered the promise. Hotels don’t always What kinds of jobs are found by implement the solutions at the right time graduates? or for the right purpose with the right staff, so I think more collaborative projects be- Graduates go into a myriad of different ar- tween vendors and hotel companies are eas. They go into consultancy roles; many required.
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 73 Who is recruiting?
The Increasingly Spiny Task of Finding Good People
The evolution of the hotel market today has caused some real “growing pains”, particularly when it comes to finding the right per- sonnel to fit new positions that are created. There is a kind of “recruitment crisis”, and while hotel schools are doing their best to train future top level professionals, many of them are poached by other sectors!
Human Resource management is at the centre of this daily combat –“recruiting, retaining, training”…“holding on to your staff” and recruiting from outside. Indeed, the ever-increasing importance of technologies within hotels means many chains are seek- ing to employ technical staff for each hotel, as well as placing a greater emphasis on the qualification of senior national or re- gional staff. Cleverdis has therefore decided to participate in this information drive concerning career opportunities offered by big and small hotel groups within our target readership: General Managers, CIOs, CTOs, Chief Engineers... etc With a constantly growing readership estimated at more than 6,000 GMs, 4,000 CTOs, CIOs and Chief engineers, Cleverdis is without doubt the most appropriate medium to reach these people. With this aim in mind, we have created a new section entitled “Re- cruitment” designed to allow employers to present their of- fers in the SMARTreport and on our hotel technology website www.hospitality-hub.com, as well as for candidates to intro- duce themselves on the web hub.
If you are seeking “the right person”, don’t hesitate to contact us for details on how to leverage this new service.
Contact: Bettina Badon – [email protected]
© Photo: Cleverdis Or call us on +33 442 77 46 07.
Looking for talent
Kempinski Hotels S.A. is an International luxury hotel management company. Kempinksi are going through a rapid expansion programme and are looking to enhance the talent pool across the IT function. We are looking for experienced IT Managers for property, area and regional roles across Europe, Middle East, Africa and Asia. We are interested in potential candidates with at least 3 years experience in the 5 star hospitality service industry for property level roles, 6 years experience for area roles and 10 years experience for regional roles.
Please send your CV with a covering letter to careers.
© Photo: Adlon Kempinski
74 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com > > Education and Recruitment exclusive Equip’Hotel Travels interview to the Middle East! Abu Dhabi to Host First Major Hotel Industry Event As the hotel industry is booming in cities such as Dubai and Abu Dhabi, it seemed appropriate that Equip’Hotel exhibition will be in the Middle East for the first time. We asked Yumna Charbol, exhibition director of the event, to explain why Equip’Hotel is taking steps in the Middle East market and what their expectations are.
Equip'Hotel Middle East takes place from within the next 5 years, including the December 14 to 16, 2008 in Abu Dhabi building of an international airport and for the first time. Why an Equip'Hotel upgrading transportation infrastructures. exhibition in the Middle East? To match the development of the tourism industry, the country’s hotel sector must There are some very good reasons! 110 increase from 8 000 to 24 000 rooms in luxury hotels and 30,000 rooms are 2015. All the large international hotel Yumna Chabrol opening within the next 10 years: an chains are included in these projects: Sales Director exceptional potential for all the suppliers Radisson SAS, Fairmont, Sofitel, Marriott, Reed Expositions France of the hotel and restaurant sector. In Ritz Carlton, Park Hyatt, Mövenpick fact, the Middle East region has one of Resort and Shangri La have already Yumna Chabrol is the Sales Director the most spectacular growth rates in the announced the launching of their projects for Reed Expositions France, world, second only to China. The Emirates in Abu Dhabi for 2008. The building of the which is in charge of Equip’Hotel. economy is progressively switching from new exhibition centre gives the city an She started out as an Export Area oil and gas to services and tourism (in ultra-modern business tool. As “partner Manager for Jacques Bogart. In 2006, the oil & gas contribution to the & founder”, Reed Exhibitions benefits 2002, she became the exhibitors’ Emirates GNP was not higher than from the full and exclusive supports of the relation/organization manager for 35%). Thus, for geographical, political local authorities. Reed Expositions France. In 2005, and cultural reasons, the Emirates she became the Sales Director have emerged as THE sales and logistic How many visitors are expected? for Equip’Hôtel Paris. She is now platform for Middle East. readying the launch of Equip’hotel We expect at least 3,000 visitors, mainly Middle East in coordination with Why Abu Dhabi in particular? from Abu Dhabi, but also from all the other Reed AUH (Abu Dhabi). Emirates and Gulf countries. Attendees Abu Dhabi is the economical capital of will include senior staff of international the Emirates gathering 80% of its wealth hotel groups, hotel apartments and and 94% of the oil reserves. The city tourism residences, restaurants and represents the next economical boom in an catering operators, chefs, distributors, environment more controlled than Dubai. importers, wholesalers, local institutions, 3 million tourists are expected for 2015. investors, promoters, developers, design To better welcome them, the government and planning offices, architects and has planned a $100 Billion investment decorators. > SMARTreport Middle East Edition Hotel Technologies Find out more at Exclusive launch at Equip'Hotel Middle East 14th December, 2008 www.cleverdis.com www.hospitality-hub.com CONTACT US NOW TO BE PART OF IT: [email protected]
Registration deadline: 21st November 2008
www.hospitality-hub.com Hotel Technologies SMARTreport November 2008 – April 2009 / 75 Events calendar November 5-7, 2008 November 22-25, 2008 January 23-26, 2009 March 2009 HTNG EUROPEAN MEMBERS’ SIA GUEST HO.RE.CA. LUXEWAYS MEETING & CONFERENCE Rimini, Italy Athens, Greece Monaco, Monaco Vienna, Austria www.siarimini.it www.forumsa.gr www.monte-carlo.mc www.htng.org November 23-27, 2008 January 24-28, 2009 March 2-4, 2009 November 5-6, 2008 HORECA EXPO SIRHA HTNG worldwide MEMBERS’ BAHA HOSPITALITY FINANCE & Gent, Belgium Lyon, France MEETING & CONFERENCE IT PROFESSIONALS www.horecaexpo.be www.sirha.com/2009 Dallas, Texas, USA CONFERENCE www.htng.org London, UK November 25-27, 2008 February, 2009 www.bahaconference.co.uk SETT HOSPITALITY EXPO March 3-5, 2009 Montpellier, France Dublin, Ireland EXPOHORECA November 6-8, 2008 www.salonsett.com www.hospitalityexpo.ie St. Petersburg, Russia BALTSHOP, BALTHOTEL, www.en.farexpo.ru/horeca BALTGASTRO December 14-16, 2008 February, 2009 Vilnius, Lithuania EQUIP'HOTEL MIDDLE EAST HOTEL & GASTROTEH March 4-6, 2009 www.litexpo.lt Abu Dhabi, UAE Zagreb, Croatia G + H www.equiphotel.com www.zv.hr Brno, Czech Republic November 8-12, 2008 www.bvv.cz ALLES FÜR DEN GAST January 12-15, 2009 February 12-15, 2009 March 13-18, 2009 Salzburg, Austria HORECAVA EHMA ANNUAL GENERAL INTERNORGA www.trigast.at Amsterdam, Netherlands MEETING Hamburg, Germany www.horecava.nl Sevilla, Italy www.hamburg-messe.de November 15-19, 2008 www.ehma.com EQUIP'HOTEL January 15-18, 2009 March 23-27, 2009 Paris, France ANFAS HOTEL EQUIPMENT February 14-17, 2009 HOTEL & RESTAURANT EXPO www.equiphotel.com Antalya,Turkey HOGAKA TRENDS Kiev, Ukraine www.anfas.com.tr Karlsruhe, Germany www.food-exhibitions.com November 16-20, 2008 www.hinte-messe.de EXPOSUDHOTEL January 18-21, 2009 April 18-21, 2009 Napoli, Italy HOGA NÜRNBERG February 22-25, 2009 ALLES FUR DEN GAST www.exposudhotel.it Nuremberg, Germany TEMA Vienna, Austria www.hoga-messe.de Copenhagen, Denmark www.gastwien.at November 21-24, 2008 www.bellacenter.dk XENIA January 19-21, 2009 April 23-26, 2009 Athens, Greece HOSPITALITY: HOSTEC- March 2009 ALL THE NECESSARIES FOR www.xenia.gr EURHOTEC HOTELEXPO MOSCOW HOTELS AND RESTAURANTS Birmingham, UK Moscow, Russia St. Petersburg, Russia www.hospitalityshow.co.uk www.equiphotel.ru www.drinks.lenexpo.ru Cleverdis Leverages Expertise Hosting Educational Events and Conferences to “Pass On” Unique Knowledge Base Taking advantage of more than 12 years’ experience through contacts with the top players in the industry around the globe, interviewing technology industry, attending seminars and conferences has created a unique knowledge base.
SPECIALreports, which have today savoir-faire, which notably earned him the For inquiries regarding the availability become strategic marketing tools Pater Award for professional excellence in of Richard Barnes as a roundtable or for virtually all the top players in the broadcasting in Australia, make Richard conference host, please contact market have also allowed us to obtain Barnes a much sought-after moderator, Bettina Badon: unique expertise in terms of putting true presenter or host at top industry events. [email protected]. perspective on various companies and In this respect, Richard Barnes is: their solutions in the global eco-system of • Guest moderator for the Lausanne Hotel this economy. Top Cleverdis analysts are School (EHL) “INTEHL Roundtable”, today increasingly being called upon to • Member of the In Room Technology host key industry events. In the hotel field, workgroup of HTNG EHL © Photo: Cleverdis editor in chief, Richard Barnes, • Host of Equip’Hotel TV – a special has mixed this unique experience with a programme sponsored by Quadriga. personal background in top-level media • Regular moderator for the world- (including the hosting of regular TV and renowned US-based Platt Retail radio shows and features on channels Institute roundtables, and such as CNBC, CNN, Superchannel and • Speaker at Screen Expo in London. Richard Barnes (right) hosts EHL Roundtable TMC). His international personality and
76 / Hotel Technologies SMARTreport November 2008 – April 2009 www.hospitality-hub.com 15 - 19 NOVEMBER 2008 PARIS-EXPO PORTE DE VERSAILLES - FRANCE - HALLS : 2 - 3 - 4 - 7.1 - 7.2 EQUIP HOTEL PARIS’
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