Quadriga Worldwide

SMARTreport Information Intelligence by THETHE ULTIMATEULTIMATE SOURCESOURCE BOOKBOOK FORFOR HOTELHOTEL TECHNOLOGIESTECHNOLOGIES CLEVERDIS Edition • October 2007 – April 2008

CREATING THE MEMORABLE GUEST EXPERIENCE Including: > IN-ROOM ENTERTAINMENT > COMMUNICATION TECHNOLOGIES > IN HOUSE AUTOMATION > DIGITAL SIGNAGE AND CUSTOM TV > CONFERENCE TECHNOLOGIES > RESERVATION SYSTEMS • GDS AND PMS > SECURITY Meet the visionaries Nick Price Fraser Hickox Ian Crabb CIO/CTO – General Manager Chief Executive Mandarin Oriental Research and Officer – Hotel Group Technology – Quadriga Peninsula Group Worldwide Ltd > page 6 > page 9 > page 22

SMR_H_EU_07-ch1.qxd 1/10/0715:29Page1 intend to update these forward-looking statementsduringthe period ofpublication.PhotoCreditsandCopyright: AllRightsRes intend toupdatetheseforward-looking materiallyfromtheexpectationsoutlinedinthese st or anyoftheseassumptionsprovesincorrect,actual resultscoulddiffer andassumptionsincluderelatingtothetimingofrecor statements.Risks,uncertainties deemed forward-looking andassumptions.Allstatementsotherthanst statementsthatinvolverisks,uncertainties publication containsforward-looking included intheencyclopaediaimplyacceptance bytheirauthorsoffreepublicationtherein.Documentsandphotgraphs own, andareincludedwiththeunderstandingthat theycontain,toourknowledge,nomaliciousintent.Theinclusionofalltex inthispublication bythos declineallresponsibiltyastoopinionsformulated proprietors. 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Anycopy, whetherbyphotography, photographyfilm,magnetictape,discorothermeansco by Anyreproductionofthecontent of thispublication,evenpartial, or anyeventualerrorstherein.Allrightsarereserved. in thispublication,CLEVERDISmaynocasebeheldresponsiblefortheconsequences,whatever their naturemaybe,that havebeenmadeastoa of printingandthusthelattershouldnotbeusedtoprofessionalorcommercialends.Whileallefforts presentedinthispublicationispurelyindicativeordertoillustratesubjects containedtherein.Noguarantee Information © CLEVERDIS2007-RegistrationofCopyrightOctoberISSN1771-2815 Raphaël Pinot([email protected]),BettinaSpegele([email protected]) of:KatharinaMendel([email protected]), Jean-FrançoisPieri(jeanfrancois.pieri@cleverdis With theparticipation • Cover:©Photo:HotelPrincipediSavoia,Milan,ItalyPrinting:ImprimerieToscane (Nice,France) •Design &PageSetting:Valentina ([email protected]) • Editor-in-Chief:RichardBarnes Russo(valentina.russo@clev • Publisher:GérardLefebvre([email protected])PublishingDirector:Jean-Guy Bienfait(jeanguy.bienfait@cleverd • E-mail:[email protected] •SARLcapitalisedat?128,250-VAT FR95413604471•RCSMarseilleB413604 65 avenueJulesCantini-Tour Méditerranée-13298Marseille •FranceTel :+33442774600•Fax01 A CLEVERDISPUBLICATION -SMARTREPORT ENGLISHEdn°5October2007 27 34 33 32 31 29 28 26 24 22 20 19 17 16 15 15 14 IN-ROOMENTERTAINMENT 13 09 06 03 THE ULTIMATE SOURCEBOOKFORHOTELTECHNOLOGIES SMART Interview with PatrickGoubet–ArtDisplay Interview One StepBeyond!!... Quality andQuantity(ofchannels) CASE STUDY–SurprisingGuestswithSimplicity, Entertainment withTonioInterview Fruehauf–PremiereHotel Partner” The ShiftfromPayTVProvidertoVeritable “Media Services Demand Entertainment Chicago InstallsNextGenerationHDIPVideo on CASE STUDY–Trump Hotel&Tower International DisplayonHotelTelevisionsGuest Itinerary for HTNGCertification NxTV FirstofKindtoEarn Worldwide Ltd withMyronTatarynInterview –Quadriga Massive Roll-outforGenesisSystem withIanCrabb–QuadrigaWorldwideInterview Ltd Trends DemandsThe Meeting NewGuestEntertainment Technologies –Thevisionofamarketleader Convergence –InRoomCentricTrends inHotel Communications withCostasSakellariou–Media Interview to thehospitalityindustry... withaVODmultilingualsubtitlingservice platform aVC-1/MPEG4IPTV MCOM –Firsttooffer withMarkusHiebeler–Deuromedia Interview Deuromedia InteractivePlatform HDTV Sales Pacific MediaPredictsRapidGrowthforHospitality Strength, SecurityandAesthetics Quadriga Worldwide LtdKEYFIGURES CASE STUDY–ATaste ofGenesis Licence toScreen Internet TV‘GoldRush’ Internet The TVoftheFuture Interview withFraserHickox–PeninsulaGroup Interview When HotelsLeadtheWay Hotel Group withNickPrice– Interview Knowing TheGuest withDouglasRice–HTNG Interview Tracking EmergingTechnology Mandarin Oriental 46 45 44 43 38 COMMUNICATION TECHNOLOGIES 37 64 SECURITY 63 48 AUTOMATION INHOUSE 47 50 DIGITAL SIGNAGE&CUSTOMTV 49 61 60 58 RESERVATION SYSTEMS 57 54 CONFERENCETECHNOLOGIES 53 impact hoteloperationsinthefuture Communication (andother)Technologies thatwill Service –aKeytoImproved Wireless PhonesforStaff Virtual PrivateNetworks A WhitePaperbyPercipia,Inc. IP PABX: SteppingintotheFuture No NewWires! by HPStrengthensinterTouch Offering Service CASE STUDY–SecurityEvaluationandVerification Enlightening ideas Interview withBettyCastaldi–IdylleProduction Interview dimension…" "…It's puremarketing,butwithanemotional center operationsononedatabase… CASE STUDY–Optimisinghotelandconference forIDeaSRevenueOptimization HTNG Certification EAME (Europe,Africa,MiddleEast) withKawehNiroomand–Micros-Fidelio Interview Conference RoomTechnologies • GDSANDPMS report e interviewed orcitedtherein.Theiropinionsareentirelytheir e interviewed can begivenastotheaccuracyofdataorcontentattime any procedurewhatsoever, isstrictlyprohibitedwithoutthe atements. Cleverdisassumesnoobligationanddoes not s and/orbelongtocompanieswhicharetheirrespective atements ofhistoricalfactarestatementsthatcould be ts, photographsandotherdocumentssuppliedby those d date. If any of these risks or uncertainties materialises d date.Ifanyoftheserisksoruncertainties ccuracy and pertinence ofcontentanddatacontained ccuracy andpertinence erved nstitutes aforgery, liabletopunishmentunderFrench result fromtheinterpretationofthisdataorcontent, are not returned. Itshouldbeunderstood thatthis arenotreturned. .com), is.com) erdis.com) 471-00024 CONTENTS SMR_H_EU_07-ch1.qxd 1/10/0715:29Page2 THE ULTIMATE SOURCEBOOKFORHOTELTECHNOLOGIES EDITORIAL SMART Technology… and the Part it SHOULD Play… Play… SHOULD it Part the and Satisfaction Technology… Guest Enhancing contributed to making this edition a real “keeper”! real a edition this making to contributed true reference work. Again thanks to all of you who have who you of all to thanks Again work. reference true gives it an unequalled richness and uniqueness, making it a it making uniqueness, and richness unequalled an it gives shown by leading companies from all walks of technology of walks all from companies leading by shown the industry at large. The broad contribution and support and contribution broad The large. at industry the organisation, in terms of giving a clear and unbiased view of view unbiased and clear a giving of terms in organisation, more than ever in the spirit of Cleverdis, our mother our Cleverdis, of spirit the in ever than more broad vision of industry issues. This SMARTreport is, I believe, I is, SMARTreport This issues. industry of vision broad an input which is greatly appreciated due to his astute and astute his to due appreciated greatly is which input an “personal touch” to each of our sections in this SMARTreport... this in sections our of each to touch” “personal To this extent, Nick Price has even agreed to give his give to agreed even has Price Nick extent, this To and dedication to improving guest services across the board. the across services guest improving to dedication and movement created by the HTNG is proof of their selflessness their of proof is HTNG the by created movement peers and advancing the industry in general through the through general in industry the advancing and peers who have participated in this edition) towards helping their helping towards edition) this in participated have who The time given by people such as these (as well as all those all as well (as these as such people by given time The of whom are true visionaries and leaders among their peers. their among leaders and visionaries true are whom of oriental Group and Fraser Hickox of the Peninsula Group, both Group, Peninsula the of Hickox Fraser and Group oriental underlined in interviews with Nick Price of the Mandarin the of Price Nick with interviews in underlined pioneers in the field of technology convergence. This is This convergence. technology of field the in pioneers Peninsula Group, in beating a path through the jungle as true as jungle the through path a beating in Group, Peninsula hotel groups, such as the Mandarin Oriental Group and the and Group Oriental Mandarin the as such groups, hotel is extraordinary today is the extreme effort put in by some by in put effort extreme the is today extraordinary is understanding between hoteliers and service providers. What providers. service and hoteliers between understanding of the industry world-wide and underlines a new form of form new a underlines and world-wide industry the of Lausanne; a conference which truly marks the forward march forward the marks truly which conference a Lausanne; meeting of HTNG (Hotel Technology Next Generation) in Generation) Next Technology (Hotel HTNG of meeting timed the launch of this edition to coincide with the European the with coincide to edition this of launch the timed hotel, while vastly improving the guest experience. We have We experience. guest the improving vastly while hotel, way that they save money and/or increase profits for the for profits increase and/or money save they that way to encourage the intelligent use of these technologies in such a such in technologies these of use intelligent the encourage to technologies and their applications in the hotel field, but also but field, hotel the in applications their and technologies SMARTreport is not only to demystify some of the latest digital latest the of some demystify to only not is SMARTreport and guests… if approached the right way. The aim of this of aim The way. right the approached if guests… and of positive outcomes… a win-win scenario for both hoteliers both for scenario win-win a outcomes… positive of The savvy use of technology in hotels should lead to a number a to lead should hotels in technology of use savvy The report Tel. +33 (0)4 42 77 46 08 46 77 42 (0)4 +33 Tel. Editor-in-chief BARNES Richard E-mail: E-mail: richar d.bar nes@clever dis.com SMR_H_EU_07-ch1.qxd 1/10/07 15:29 Page 3

INTRODUCTION

Interview with...

Douglas Rice HTNG Executive Director (Hotel Technology Next Generation) Douglas C. Rice has been working as Executive Director of Hotel Technology Next Generation (HTNG) since September 2004. Mr Rice moved into the HTNG executive role from a successful career spanning more than 15 years as a consultant to senior executives throughout the hospitality industry. He was one of the original visionaries and founders of HTNG, recruited many of the CIOs that formed its first Board of Directors, and has remained integrally involved throughout the early years of the organization, serving as Executive Advisor to HTNG since the organization was formalized. Tracking Emerging Technology Spotlight on the HTNG European Meeting in Lausanne

With HTNG’s European meeting again taking place in Lausanne, we spoke to Mr Rice about the main thrusts of the organisation, and what outcomes are expected from the meeting...

The main thrusts of our conference are always multi-fold. One is to update our members on the accomplishments and directions of our various work group activities. Each group spends between 20 minutes and more than an hour going through the specific things they’ve done, talking about the benefits for hotels and about how vendors can engage with some of their initiatives and some of their future directions. The other thing our conferences always emphasise is thought leadership. We try to identify some areas of emerging technologies that aren’t being covered well by other conferences in the industry and find speakers who can address those issues and present some thought provoking ideas about how these technologies can be used in hotels. As far as the European activities go, we have now more and more of our workgroups that are engaging with European hoteliers and vendors... we now have two work-groups that have regular meetings in Europe. We have other work-groups that still have most of their regular meetings in the US, but that still have significant European participation, and a lot of the presentations will be made by the © photo: HTNG

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that. They don’t have dedicated technology resources, so many of the larger chains view their role as

© photo: HTNG delivering technology solutions to independent managed or franchised hotels within their group. A lot of our larger participants do consider the needs of individual hotels that are their customers. So independents can still benefit without necessarily being active participants. We can’t expect a small hotel to devote the resources, although we do have a few who want to and we certainly welcome them, but we have to find ways to give them the derivative benefit of the work of the larger groups. European participants in the various probably have some more work to do in At the end of the day, every one of them work-groups. that area. There are some major is deploying into individual hotels and differences in the entertainment system the way they may want to do it may be The European In-Room Technology work- technologies ... in particular the speed different if they are a large chain but the group will be officially meeting for the at which HD is being deployed is quite actual physical things that go into the first time just after the meeting in a bit slower in Europe than it is in hotel are generally the same. Lausanne. This is something that is America, and all these things change going to be very important for the the landscape of what needs to be forward movement of the HTNG in done. Probably even more important On the one hand there are individual Europe... though is the vendor community... it’s a problems, and on the other we’re very different set of vendors... in some dealing with global issues. How important are issues such as in-room We certainly think so. We’ve always cases more fragmented, because there technologies in general, flat-screen TVs, believed that the needs of the industry may be different vendors in different HDTV, new networking technologies like are global because many of the parts of Europe that have dominant IPTV and so on? companies that operate in our industry positions, and the companies that are global... both on the hotel side and operate across Europe need solutions on the vendors’ side. There is no way to that work across Europe and across the There’s a balance. The global trends we “regionalise” it in a way that doesn’t world. So both the technology and the see in in-room entertainment are the disenfranchise someone. So from the vendor set are different and that’s really move towards converged IP networks, very beginning we have had extensive what this work-group, and indeed all and a move definitively towards digital participation from a number of our work-groups need to address. TV and increasingly towards IPTV. The international companies and this is an regional differences are topics like HD versus SD. Trends differ between opportunity to get more engagement in In different regions of the world, hotel different regions, so this is an important Europe in the in-room technology area, chains have vastly different levels of consideration. Obviously, on a more where a lot is going on, and we are penetration as opposed to privately run technical level, it’s interesting for hotel very much looking forward to getting individual establishments. How operators in different parts of the world that greater engagement. important is it for us to come to grips to look at internal signal distribution for with the differences in needs for each entertainment systems. We’ve seen One of the interesting facts that was category? some great HD systems in the US (e.g. brought up during the initial briefing for Mandalay Bay in Las Vegas etc.) and the work-group in London was the fact To benefit the entire industry I think we it’s no doubt interesting for people to that there are a lot of differences in definitely have to. The main thing that learn about this... We have one session between the issues that have to be dealt we see different between the major that is a group of hoteliers that have with in the US and in Europe, and which chains and the independents (and the struggled through the deployment of a of course are different to Asia as well. Is smaller chains that fall somewhere in distribution with the objective of getting this one of the main factors that will between) is the amount of resources they an all-IP network, and they will talk have to be addressed? can devote to analysing and selecting about the evolution over the last years future technologies. Larger chains can and their ability to do that as technology Absolutely. We know some certain devote some resources to deciding what has evolved. Some of them have had a fundamental differences exist in Europe they want and engaging vendors to go goal of doing this over five, six or seven in terms of the physical structure, in build it, driving some of the activities years and in their first projects they ran particular of the older or smaller hotel through HTNG in terms of developing into a number of barriers ... then in the buildings. To a degree we have industry solutions. The independent next projects, they were able to remove addressed that already, but we hotels don’t have the resources to do

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INTRODUCTION

a few of these, and some of them are I guess it comes down to building on finding that by running with open source finally getting close to getting exactly existing IT platforms that are often interfaces it reduces costs quite a bit what they want now... but I hear a lot of proprietary systems and have been built- because they don’t spend so much time real life horror stories about distribution up with either home-grown or vendor doing custom development and they get within the hotel, and some of the real specific interfaces? a whole lot more revenue potential barriers you have even in new hotels to because the customers now look at these getting systems to work well. I think what is happening is that both the interfaces as something that is not one- vendors and the hoteliers are realising off but which is reusable. There is a lot No doubt the US operators attending that one-off interfaces don’t make a lot more willingness among hotels to start the European conference will also be of sense. I think vendors had a lot of to buy these interfaces as they are able to get the inside line on IPTV which concern that because they got a lot of starting to become standardised. I don’t is much more advanced in Europe than their revenue from interfaces, want to overstate this as we have a long in the States... particularly some of the Property way to go, but certainly if you look at Management System vendors and other some of the major vendors and some of Exactly. This is a good opportunity for core system vendors, that this would the major customers, all are going both sides to share. We’ll have several threaten their revenue stream. And in towards HTNG standard interfaces. of the major companies who are fact what is happening is that they are involved in the in-room entertainment systems from both sides of the Atlantic Why HTNG? • Can be deployed globally, managed as well as in the Pacific zone, getting a Hotels deal with scores of technology remotely, and outsourced to service chance to see what’s happening in parts systems, but only a few were designed for providers where needed. of the world where they may not hotels! Guests and staff need the systems to operate directly. work together: HTNG Workgroups: • Hotel systems, e.g. PMS, PoS, sales & HTNG is moving information technology in We’ve been talking a lot about in-room catering • Telephony systems hospitality forward by bringing all industry technology, which has become a sweet • Entertainment systems • Building control constituencies-hoteliers, vendors, consultants spot, but obviously everything that is systems • Distribution systems and others--together to address the most built around is becoming integrated and • Administrative, financial & control systems pressing needs. The method by which HTNG part of an entire system… And this is • Customer relationship management is attacking this problem is Workgroups. one of the most exciting things that systems • Human resource systems... hoteliers can work on as well... What's a Workgroup? HTNG Mission Workgroups are groups of HTNG member Yes. In Lausanne we will certainly be The mission of HTNG is to provide companies, typically numbering 10 to 25 but talking about bringing together all the leadership that will facilitate the creation of sometimes more, chartered with addressing a systems. This is particularly valid in a one (or more) industry solution set(s) for the specific business or technical problem. Hotel complex hotel or resort system that has lodging industry that: companies (technology buyers) and vendors a spa, perhaps golfing activities, • Are modeled around the customer and (technology sellers) work together to solve the concierge, theatre tickets, meeting allow for a rich definition and distribution problem and implement one or more rooms, etc. The aim is to have a of hotel products, beyond simply sleeping solution(s). Other industry participants common way for the different systems rooms (consultants, academics, media) may also that manage each of these activities to • Comprise best-of-breed software participate. A key difference between HTNG communicate about the guest and to components from existing vendors, and and other industry organizations is that manage their schedules and various enable vendors to collaboratively produce HTNG's focus is facilitating the creation of appointments and to make that world-class software products industry solution sets. Workgroups are not information available both to the staff encompassing all major areas of think tanks or standards bodies. They may and the guest. We’ve made some really technology spending: hotel operations, produce white papers, specifications, and tremendous strides in that area and telecommunications (PABX), in-room other documents, but these are simply means when you have a converged network, entertainment, customer information to achieving their primary objective. HTNG's you can share data much more easily. It systems, and electronic distribution workgroup process is inclusive of all HTNG doesn’t mean that it happens without • Properly exploit and leverage a base members. Moreover, small and large some work, but I think we’ll see some system architecture that provides companies participate on an equal footing – real live results with hoteliers talking integration and interoperability through one company, one vote. about how they’re using these solutions messaging; and that provides security, In-Room Technology Workgroup - in their hotels. Five years ago people redundancy, and high availability European Chapter told us you’d never get the vendors to • Target the needs of hotel companies of all The European Chapter of the HTNG’s In- share their customer data or work with sizes and geographic locations Room Technology Workgroup (spawned each other to manage a guest itinerary • Will reduce technology management cost originally by Nick Price in 2004) officially across several of these systems and this and complexity while improving reliability and scalability becomes operative in 2007. is happening today.

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SMARTreport INTRODUCTION Interview with... HTNG (Hotel Technology Nick Price Next Generation) President Emeritus – HTNG CIO/CTO, Mandarin Oriental Hotel Group

Nick Price joined Mandarin Oriental Hotel Group in January 2000 as Director of Technology. A newly created position, the appointment was in line with the Group's objective of strengthening its corporate and specialist core competencies in areas most critical to success. With more than 19 years experience in IT and emerging technologies, Nick brings to Mandarin Oriental, an in-depth understanding of current and emerging technology trends and their commercial application. Nick reports directly to the Group's Managing Director, Edouard Ettedgui. Knowing The Guest Making Information Accessible In-House

Nick Price is one of the most respected people in the industry when it comes to having a global (in more ways than one) knowledge about Hotel Technologies and how they should be leveraged to truly enhance the guests’ experience. We asked Nick what was new at the Mandarin Oriental Group, and how he is leveraging technology to create a near to perfect guest experience...

To some extent we are refining the path we’ve been on for a while, especially since 2003, leveraging networks to be able to either bring in content to a guest that makes sense, or enable our staff to understand something about the guest and to deliver a service that they otherwise couldn’t have done. Obviously we have been very focused on capturing information about our customers and making that available across our company in terms of an xml profile of the guest, and a fairly rich and deep and accessible xml profile that you can ask questions of the system... “What does somebody like to eat?”... or “What temperature should the room be at?”, or “What kind of wine do they like?”... Things like that... and just to make that information accessible. Once you have that information you have to think about how to deliver it, and that’s all about networks, and how do you communicate it to the front line staff, and that’s really all about access devices that are hooked onto those networks, and many of those networks are wireless today...

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Of course one would have to avoid a hotel’s point of view you wouldn’t want less attractive today if you consider the saying, “Good morning Mr Smith, you’re to. If you go back five years ago, services you are going to have to bundle not with your usual girlfriend today ... Oh, everyone was rushing for the revenue onto that network to make it attractive it’s your wife?”... share “land grab” and the suppliers were over the long term, because again that’s very much looking at the long term, very much harder to do that it is just to put You know that’s a cliché ... I’ve heard that saying “we’ll lose money on 2% a simple HSIE service in place today... so many times. Are we in the business utilisation, but we’ll make it up on 20% and also the fact that your costs are for? We’re in the business to satisfy utilisation”, and the hotels were saying “I definitely going to increase as well, 99.9% of our guests or are we in the don’t care, I just want something that because the bandwidth is increasing, business of XXXXing of 0.1% of them? Just satisfies today’s guest. Now those hotels significantly so, and that has to be paid because something can happen doesn’t are saying “At 20% look at the amount of for. So really there are two sides of the mean you should build your company or money you’re making, Mr Supplier, and I thing. Revenue share was a model that is operation around the fact that it will. still have three years to go on my revenue not necessarily the right model for the While I know you meant it as a joke, share contract!” So both sides have future, but it may become the right model there are a whole lot of people going learnt. On the supplier side, they’re again as you add more feature functions. around saying, “we’re not going to do looking at it and saying “How do I renew this because of that reason. We’re not my contract with the certainty that I’m not In the past you have spoken of the going to build information in the systems going to be able to roll-over a revenue importance of “bringing the technology about our customer just in case we are share contract on the same percentages islands together”... talking about the talking about the wife when we should be as I did before?”... Because the unique different technology groups within the talking about the girlfriend, and that’s just technology I had back then are now hotel. How do you see this evolving? I stupid. It’s just an excuse for not doing commodities... These can be used today guess this is indelibly linked to the HTNG? things right if you ask me. in a much more accessible “Do It Yourself” fashion to the hoteliers. So hoteliers if they It is in a number of ways. Firstly, they are One of your pet bugbears is that of wish can assemble these HSIA networks broadly together these days, or they business models for internet. How are you themselves these days at a cost, but that certainly are at Mandarin. We have fully seeing business models evolving today? cost is generally affordable based upon converged networks today in our hotels... the revenues that are a fairly near fully converged IP networks. So from a First of all, you have to look at it from both certainty today and into the near future, functional view you have HSIA, Video On sides, from the hotel side and the so there’s a fairly strong ROI for DIY. Demand and IP television on the same set suppliers’ side. There is no free lunch. Looking out a little bit further, the of cables – the same network as the There is no free product today, and from attractiveness of a DIY model becomes administrative network, back of house,

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PMS and so on, just as CCTV and us to be able to make use of that is a very 30 minutes. Increasingly what we’re telephone which is now IP as well, and all important thing – providing easily seeing is that those 30 minutes are being of that is wired and wireless. So the main accessible methods whereby a guest who filled by guests’ own content. It’s that “Let functional and discreet separate networks has a small and portable device which is, me be me for 30 minutes and make me that a hotel typically did install on by definition, very restricted in its picture feel human again. I think it’s a very separate unique cable systems is, at least and sound quality... to plug that into a important thing that we should focus on at the Mandarin, a fully converged room and make full use of the room to and try and satisfy. The ability to be able network today. We’re just months away entertain them or inform them for the to tune into “u-tube” or the guest’s own from opening our first hotels that have no period of time they are there... I think it’s DVR via Sling-box or other similar Coax for TV and they have no Coax to a really important thing, because one of technology I think is also immense. Things drive CCTV. All of those things are on the the things I think have trained ourselves to that were considered teenage or geeky in IP network today. believe is that a guest has an awful lot of the past are now very much mainstream. time in our rooms to be entertained and You have to be a little bit visionary, but On Cat 5 or Cat 6? that is simply not true. The whole notion of you don’t have to be VERY visionary to a feature film being a relevant piece of figure out what people are doing today. All Fibre! Fibre to the rooms is going to be content in a hotel room is bogus! I don’t You’ve just got to be open to it and a very useful technology. The same model think it ever was correct, but it certainly is understand that those expectations, if that telcos are using to take fibre to the bogus today. People don’t have that time, they’re met, contribute to your room rate home... that same basic technology, when and the viewing figures support that it is and occupancy, and if they’re not met, you translate it into a fibre to the room, irrelevant. So today, really it’s 30 minutes, contribute negatively to your room rate has some basic advantages. It is subtly and it’s what you choose to do in those and occupancy. different from a Cat 6 Ethernet model. It’s more configurable and you can do more with it. You can reserve elements of the bandwidth over the fibre to do interesting things. So it’s definitely a technology that we’re actively investigating.

How is the use of content changing in the field of in-room entertainment?

One of the other things we should absolutely be aware of as hoteliers is that a vast amount of content walks into our rooms every day, brought in by the guests. Whether it’s a USB stick with a film on it or some form of audio or video content, or whether it be an i-Pod or i- Phone or whatever, a huge amount of content is walking into our rooms, and for © photo: Mandarin Oriental

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INTRODUCTION

Interview with... Peninsula Group

Fraser HICKOX General Manager Research and Technology Peninsula Group Hotels HTNG Director

Mr. Hickox has spent 21 years with the Peninsula Group, and established the Technology Laboratory in Aberdeen, Hong Kong, where the Peninsula's guest-room technology is developed and refined for use exclusively in their properties. He is responsible for the refurbishment of the Peninsula Hotels World-wide. Twenty years ago he opened Asia's first technology hotel, the Kowloon Hotel, with a network system linking all rooms to a central database and a fax server enabling their guests the opportunity of performing business functions in their guest rooms. Prior to joining Peninsula, Mr. Hickox worked in television and radio broadcasting, at an airline in Papua New Guinea, for a Japanese bank, with the Nauruan Government during the design and installation of a new country-wide telephone system, and on a development line in Taiwan to gain production line experience. Mr. Hickox was awarded a Ph.D. for his efforts in radio physics. He holds a number of accreditations from various institutions and is a Director of the China Light & Power Research Institute. When Hotels Lead the Way The Peninsula Group – at the Forefront of Hotel Technology Development

Peninsula Group's design laboratory does research and development for technology to improve services in guest rooms and elsewhere in nine worldwide Peninsula hotels... This is somewhat unique in the industry... We asked Fraser Hickox to tell us about the most recent findings...

We are working on a number of projects, some to be introduced immediately, some that will be introduced in time and others that may or may not ever be used. The technology is, as a matter of principal, discreet. It should touch the guests but not know them out. The greatest compliment we can receive is when our guest travels to a non-Peninsula and then realises what was missed.

HDTV has reached critical mass in the US – what about Europe and Asia?

It is slowly evolving in Asia... very slowly. Our broadcasters are still undertaking test transmissions although I understand there is a push in China in time for the Olympics. There are now some HD broadcasts in the US, but I suggest the European community is making greater inroads. However the key is content and not enough is yet available to satisfy the demand of the major networks, hence the proliferation of sport and reality programming.

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SMARTreport INTRODUCTION

would be associated with major refurbishments.

What is the most important goal when it comes to in-room entertainment?

At the soft opening of our Tokyo property, our interior designer spoke of the relevance of “touch and feel” in addition to the aesthetics and function. I believe whatever we do in the room should embrace this need, be it the music played in the bathroom when in the Spa mode, the lighting, and of course the entertainment. It’s interesting to hear that © photo: Peninsula Group Hotels Sony are working on stimulating the What about flat panel TV’s? group of which we are part. Obviously if brain’s cortex to deliver taste and smell we can feed all-out telephony, Internet and if successful will introduce a new We’re pursuing a rapid programme to services, television, CCTV and guest room dimension. have flat panel televisions in all our guest controls through one piece of fibre, this rooms as quickly as possible. The trend is will give us greater flexibility in the future, You're working with Tangerine Global on toward the use of IP rather than the not to mention realising considerable cost CONTENT... tell us about that. modulated coaxial distribution still found savings. Peninsula and Mandarin are in many hotels today. early adopters of this technology, but we Tangerine has given us an alternative to are taking measured steps. The use of this Hollywood. They are offering content It's one thing to specify HD TV's, but what technology will become more prevalent in covering a large range of subjects, be it about getting them up on the walls... not new builds, but it may take time in the latest fast cars to yoga... all short all properties are suited to this... and existing properties where its introduction segment, but a great alternative. While in what about cabling?

I have heard of instances of flat panels falling off walls, but the real challenge is how to deal with these when not in use. One hotel in Vegas has a lift to the set emerges from a piece of furniture and when in operation sounds like a freight train, let alone what happens to anything left on top of the cabinet when the lift is activated. This is a problem for many hoteliers who have chosen in the past to use armoires and some attempts resemble British pub dart-boards, or are mounted directly on the wall, offering the incoming guest a view of a wad of cabling. The best example of a wall mounting that I have seen is the Mitsui Garden Hotel in the Ginza of Tokyo which was relatively simple but very clean. I look forward to the availability of OLED TV’s which will be considerably lighter, cooler and thinner.

IPTV as part of triple play, along with internet radios... these are all part of your “As a result of the HTNG meetings I went on offering at a number of locations. You are to design the guest room phone that has a bluetooth capability. This allows for the cutting edge, but how quickly will these phone to be paired with a guest's mobile so kinds of technologies totally take over any incoming cell call can be picked up on from classic analogue delivery? any phone in the room (we have 6). The device is also equipped with a button so the guest can use Skype rather than PSTN to Convergence is something we are all dial out… It is a great idea but needs more talking about in HTNG, the industry European hotel participation…” © photo: Peninsula Group Hotels

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INTRODUCTION

© photo: Peninsula Group Hotels Tokyo recently I think I watched all the offer better programming than they can the service as a loss leading “must have”. musical concerts under one of their offer from local cable TV systems. The Furthermore in Tokyo, where GSM is not segments. limiting factor in many countries today is used, we have provided for a handheld the cost of bandwidth, however the that may be used in the hotel using the wi- How important is it to tailor content to Philippine carrier is willing to consider fi network and around the city with groups or local markets? bandwidth on demand. It’s only a matter charges being transferred to the guest’s of time before others will start to consider folio immediately. Very important. Language is a major these options. consideration but also there are cultural A couple of years ago, you underlined considerations. We are starting to see What about telephony? This has been a that "we are a people business, and while narrowcasting evolving in some parts of bugbear in hotels for many years... technology offers great opportunity it is the world and we should provide access the outstretched hand of the hotelier that to this where possible. In Tokyo, we installed our own IP consummates the relationship." With the telephone system as part of a converged onset of "you are a number" How do you expect TV and on-demand network. Our IT people are now technologies, do you feel this is even services to evolve in the next years? reviewing this to see how we can improve more important today? this further in the other properties. I believe the nature of on-demand and Certainly it can represent a considerable Absolutely. Hospitality is about being even local broadcasting will change in saving. The biggest challenge was that hospitable. We welcome our guests as we the next five years. We will want to watch the pricing for these switches is based on would to our own home. The technology programming from where we want when the number of licences, and with six certainly facilitates a stay, but does not we want. Sling media and location-free telephones in each room, we were replace the familiar face and the personal technology already makes this possible particularly battered. However I believe concern of our staff to serve our guests to and will challenge traditional thinking there is a move afoot to modify the the best of their ability. and distribution. I know of a hotel under costing to a per room basis. This is construction in the Philippines that hopes potentially a very competitive business Our chairman takes a very close interest to provide for their American clientele and I predict we will see the cost of in all aspects of the guest experience and who stay for two or more weeks at a time hardware fall considerably to make it will pursue the finest detail to ensure it is to watch their home sling box which will attractive to hoteliers who now consider the best.

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Evolving gently with time… The Ultimate in Dynamic Aesthetics – adding value to any Plasma or LCD TV. Each one of these digital works is a “creative matrix” that informs and regenerates its surrounding environment. ... welcome to the wonderful world of ArtDisplay... bringing art and emotion to your walls.

www.artdisplay.fr SMR_H_EU_07-ch1.qxd 1/10/07 11:17 Page 13

IN-ROOM ENTERTAINMENT

In this section, we look at In-Room Entertainment . Here, the biggest challenge is finding a partner that really has the vision to deliver the next generation services that are required by today’s guests. Many hotels are still stuck in the “Hollywood and Adult” model, neither of which are entertaining in the context necessary for a hotel. What we need is a complete rethink. There are some new, smaller players out there today, and the future looks interesting. Whether they can get sufficient foothold to make really significant advances in a landscape dominated by a few large players who have vested interests in not moving as fast as the hotels would like, that’s another thing. In terms of the key movements we see, HDTV is one of those movements, but HD as part of a digital TV. It is part of a digital TV experience, and the move from analogue to digital is the fundamental shift. To go from an analogue world to a digital world and all that this means in terms of off-air television, is a huge jump, but it’s a jump that has already been made by the consumer. If you have a television in your home today, the odds are that you have a digital feed, whether it be over cable or satellite or terrestrial and you have a wide-screen LCD or plasma TV with HDMI inputs... The consumer at home has already made that jump and many of them have augmented their environment with a large number of channels and with a widescreen TV and DVR with time shift. There is a huge expectation that walks into our rooms every day and unfortunately in the majority of hotels it’s an expectation that simply isn’t met. The notion that “We’re an international hotel and we provide CNN, so if you speak English, you can watch CNN... that should be good enough for you...” It’s simply a notion that’s invalid today.

Frankly, today when you’re coming from your home environment and you walk into a hotel, it’s often pretty sad. Among the hotels there are leaders. I think the Mandarin Oriental is one of those leaders and today we are opening a hotel after renovation in Munich that will have 800 TV channels and they will all be digital. Ease of selection then becomes a huge issue... the channel up, channel down surfing model soon breaks down even if it ever was the right thing to do. But assuming you know something about the guest... either you know who they are very explicitly, or implicitly you know their language, their ethnicity and where they’ve come from and so on, you can make some fairly astute choices for them and present channels which you think they’re going to like. I may be just as simple as organising the channel-order so you put Japanese channels at the top for a Japanese guest. That may be sufficient... Nick Price SMR_H_EU_07-ch1.qxd 1/10/07 11:17 Page 14

SMARTreport IN-ROOM ENTERTAINMENT

Pacific Media Predicts Rapid Growth for Hospitality HDTV Sales Large flat panel models provide competitive advantage

pond. We thus felt it was very interesting These figures only include models 30” or for hoteliers in all parts of the world to get larger, equipped for in-room wind of this survey. In the study released entertainment. In its coverage of the in May 2007, PMA reported that flat professional flat panel market, Pacific panel televisions for the hospitality market Media includes other hospitality in the Americas accounted for 29% of unit applications such as digital signage or sales of all professional displays 30” or public video displays, which are larger in 2006. This proportion is forecast increasingly popular in hotels and sports to swell to 40% in 2007. arenas.

“The hospitality segment is gaining “Hotel and motel properties in the lower importance in the professional flat panel tiers are using smaller screen sizes in their market,” according to Rosemary Abowd, rooms,“ according to Abowd. “These Pacific Media Associates Vice President. installations are more price sensitive, and “For the moment, a plasma or LCD HDTV often use standard consumer models is still a competitive advantage for the without any of the extra in-room premier properties, but guests will soon hospitality features such as pay-per-view. come to expect it as a standard amenity, These applications will also result in Rosemary Abowd much like broadband Internet access.” significantly more sales in the coming Pacific Media Associates Vice President Unit sales of in-room hospitality HDTVs years.” increased 17% from 2005 to 2006, and In a US-only survey, Pacific Media are forecast to grow another 23% this Associates have been tracking some year. The forecast for 2008 calls for important trends which are of course not nearly a one-third increase over this www.pacificmediaassociates.com specific to hotels on the other side of the year’s sales

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IN-ROOM ENTERTAINMENT The TV of the Future The Consumer TV Wish-list Helps Build the “wow factor” into your rooms Imagine the day when finding favourite • Voice recognition we encourage the dialog on an ongoing TV programming is as easy as saying “TV, • Touch Screen basis. Tomorrow’s realities always start tune in the Super Bowl, please” or “TV, • 120hz Refresh Rate with today’s dreams and desires, and please find me a great action movie to • Wireless these insights will inform our product and watch!” Voice recognition is just one of • Energy Conservation feature planning over the years to come.” the gee-wiz features that top consumer • Built In DVR More than 1200 consumers responded to wish lists according to a new poll • Built In DVD the Westinghouse Digital HDTV Insights conducted by HDTV leader Westinghouse • Bluetooth poll, which tapped their input on a Digital Electronics, one of the top four number of hot-button issues of interest to LCD TV manufacturers in the U.S. Rey Roque, Vice President of Marketing at HDTV users. The results will be issued on Respondents came up with a wide variety Westinghouse Digital Electronics, states, a regular basis. of coveted features when asked, “If you ”We are always fascinated and could design a TV yourself, what would enlightened by the comments and * The NPD Group/Retail Tracking Service, you add?” Top answers included: suggestions we get from our users -- and based on unit sales, from January through July 2007. Internet TV ‘Gold Rush’ Advertising revenues on track for $10bn worldwide Internet TV advertising could achieve broadcast industry through rights broadcasting today will also be challenged revenues of up to $10bn worldwide by distribution, on-demand content versus by the global nature of the Internet, as has 2011, according to a new industry report linear broadcast and the generation of been the case with e-Commerce.” Going from Understanding & Solutions. This advertising revenues,” says Alison Casey, forward, Broadband Service Providers, equates to 18% of the Internet advertising Business Director: Content & Services, who are on fixed revenue models, will market for that year, forecast at $57bn. Understanding & Solutions. “The need to invest in more infrastructure as and Delivery of television content over the competitive structure of the market will be when high quality Internet TV and online Internet is nothing new, with a whole host under threat as new ‘Webcasters’ compete film distribution becomes widespread, of websites across the globe providing with conventional broadcast channels for raising issues of higher consumer tariffs hundreds of free TV channels, many of audiences and advertiser money. The and possible revenue sharing with content which are pirated or re-transmitted without national boundaries which govern owners. permission. However, there is an Internet TV ‘gold rush’ in progress, as mainstream broadcasters, cable networks and TV content producers move their content online alongside a new raft of legitimate ‘Webcasters’ (Internet Video and TV aggregators) like Joost, Vudu and Babelgum. “The level of penetration already achieved by Internet video is mind- blowing,” says John Bird, Principal Consultant with Understanding & Solutions. “Globally, we estimate there are more than 20 billion videos being streamed across the web each and every month. In the US alone, active Internet video users are streaming an average of 55 videos per month – and this is just the beginning.” “Internet TV will challenge the traditional

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SMARTreport IN-ROOM ENTERTAINMENT Interview with... Deuromedia Markus HIEBELER CIO

Tel.: +4316986442-1100 E-mail: [email protected] www.deuromedia.de

New Levels of Personal Service for Your Guests Deuromedia Interactive Platform

In the classic media such as radio and TV, picture and sound quality have improved greatly in the past few years, but compared with the revolution every couple of months in the

computer market, the end equipment has been the same for a long © photo: Deuromedia time. So now it's time to take the next step here too. We asked Markus Hiebeler, CIO of Deuromedia, how he sees the roadmap for the industry... Indeed, our media landscape is changing. Main features offered by the Other Services: Many new terms and buzzwords are deuromedia system... • In-room shopping • In-room gaming becoming familiar: convergence, digital • DVD player TV, multimedia, UMTS, Internet and lots • Hotel services (An electronic concierge TV and Radio server: All international more. All the familiar digital information functionality with services like personal Free To Air channels and Radio stations channels are merging – the boundaries welcome, wake up call, Video receivable via Satellite are presented in between the Internet and television are checkout, messaging) each guest room. vanishing. The key to this is the rapid • Regional information services (weather transfer of large quantities of data via forecast, event calendar, traffic info, Audio on demand jukebox: Usable for broadband technology. Satellites already ticket services and cultural city program guests like music CD albums, selected in provide us with reliable broadcasters. guide) several genres, delivered from a digital Other methods of transfer will become • Interface to Property management server. Same functionality as video established in the future, e.g. UMTS or system library. cable networks such as xDSL. As a modern • Independent of TV manufacturers (All entertainment system it offers all TV sets (analogue CRT, digital LCD or Internet for business guests: High speed possibilities of multimedia entertainment Plasma) are usable via serial interface internet access should be a standard which guests are knowing from private and RS232) service of each hotel. Surfing and e-mail public service providers. Hoteliers combine • Independent of hotel infrastructure by guests notebook computers (CAT5 these services into their performance (Integrated in hotel network: CAT5/7, wired connection or WLAN) is available spectrum to offer a high level of experience COAX star topology, combination in each guest room, in each open area and personal service to their guests. The CAT5 / COAX) and all conference rooms. main benefit for the hotel market is the total For further information please visit integration of TV broadcast, radio, PayTV, www.deuromedia.de Internet for leisure guests: High speed hotel services, local information services, Surfing and e-mail over TV screen by shopping, gaming, private and business infrared remote control in the guest room communication, served over a modern is available. system platform. International TV- and radio broadcasting via satellite are usable Communication VoIP: Voice over Internet for guests by a comfortable and easy Protocol (VoIP) technology allows to deal electronic program guide (EPG). High with international Telcos and offer speed Internet access and voice over IP is attractive pricing to the guests. integrated.

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IN-ROOM ENTERTAINMENT Licence to Screen Interested in screening films?

societies, coaches, restaurants, development of digital content to provide town halls, and more. Permission fully interactive Video on Demand. must thus be obtained from a “middle man” company such as For detailed information on the titles Filmbank. Filmbank Distributors, a Filmbank can offer your hotel please joint venture between Warner Bros contact Sam Partner on and Sony Pictures, is one of the Tel.: +44(0)207 984 5975 leading non-theatrical film e-mail: [email protected] distributors outside North America, or contact your existing technology representing most of the major provider. Hollywood and independent film studios in the area of film licensing outside the cinema and home. © photo: Deuromedia Filmbank offer two types of screening licences:

1) The Public Video Screening Licence An annual licence entitling holders to screen unlimited films throughout the year to a non-paying audience.

2 The Single Title Licence A licence issued on a title-by-title basis, allowing the licence holder to screen films in either commercial (paid audience) or non-commercial (free of charge) environments. The release dates for a film (in the cinema, then non-theatrical, then

© photo: Filmbank windows. Many films are available for a non-theatrical screening before Guests are more discerning about their they come out on video. These are entertainment choices than ever before, Filmbank’s Box Office titles. they value their leisure time and appreciate the highest standards of in- The latest in-room room hotel entertainment – whether staying for business or pleasure. entertainment technology

To show a film outside the home As a leading international distributor of however, you need permission from the licensed films, Filmbank is able to supply owner of the copyright (the studio) and films in formats for entertainment for most of the major Hollywood studios, technologies such as Video on Demand as well as some of the leading in hotels, which offers guests a premium independents. The non-theatrical market choice of films to watch when they want covers any area that falls between the to watch them. Filmbank works closely cinema and home where films are with many licensees (suppliers of in-room screened, for example: schools, film entertainment systems) on the

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IN-ROOM ENTERTAINMENT

Interview with... Media Communications

Costas SAKELLARIOU CEO Tel.: +302106839454 E-mail: [email protected] www.mcoms.com • www.hotstream.eu

MCOM – First to offer a VC-1/MPEG4 IPTV platform with a VOD multilingual subtitling service to the hospitality industry...

The new version 3.7 of the MCOM HOTstream Interactive TV hospitality platform has just been released for all system packages, Basic, Standard and Seven Stars. We asked Costas Sakellariou, CEO of Media Communications (MCOM) to give us a behind-the-scenes look at the system...

MCOM HOTstream represents the highest • Industry-first Hotel VOD multilingual also on the popular social networking and level of innovation and reliability in hotel subtitling service VoIP services. A continuous initiative for in-room entertainment. HOTstream • Customization and adaptation to the new developments is the HOTstream delivers Video On Demand, free & pay needs of each hotel Platinum support program, which allows TV channels, games, access to internet the hotel to request the development of and email and novel hotel and travel MCOM HOTstream transforms the hotel new Hotel Interactive TV services at no interactive TV services, designed to meet rooms into advanced media & internet additional cost. All the new services, new the growing needs of the demanding and service centers. Moreover it links the room features and updates are offered without exceptional traveller. Its main features TVs to the hotel PMS, reservations, charge to the members of the Platinum include: reception, restaurants, bars, spas, stores program, enabling the hotels and their and other hotel facilities, increasing the guests to enjoy the latest system and • State-of-the-art High Definition IPTV revenues from the hotel infrastructure. services enhancements. technology platform • Innovative travel content and TV What new initiatives do you have How do you see the future in hotel programming planned for your hotel's technology? technology progressing? • First-run movies from Hollywood and independent studios MCOM is dedicated to offer state-of-the- As an in-room infotainment technology art technologies to the leading hotels of provider, MCOM focuses on IT and the world. MCOM was among the first to media technologies. In this area we will offer a VC-1/MPEG4 IPTV platform and see very soon a quad play integration of the first to combine it with VOD video, internet, voice and hotel related multilingual subtitling service for the services in the room TV set, allowing for hospitality industry. Currently our R&D unified messaging and billing, as well as Department is finalizing our High for guest self-service online transactions Definition service that will allow the hotels with all hotel facilities (reservations, to benefit at last from the new HD-ready reception, restaurants, bars, spas, stores LCD TVs they are currently installing. We etc). These developments will increase the are continuously focusing in bringing the “infotainment” revenues from packages of changing home and office environment of movies, internet and voice calls, as well the guest in the hotel room TV set or the as the “other” hotel revenues from the guest’s mobile devices. Our new 3.7 restaurants, bars etc. version includes an instant messaging application in the Internet on TV Media Communications S.A. HOTstream portal, allowing guests to chat Tel.: +302106839454 through their preferred service, without E-mail: [email protected] the need of their laptops. We are working www.hotstream.eu

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SMARTreport IN-ROOM ENTERTAINMENT

Convergence – In Room Centric Trends in Hotel Technologies - The vision of a market leader

In their last annual report, Otrum, known throughout the business for their in-room technology solutions, gave their “point of view” as to the current state of affairs and the outlook for the industry. We are pleased to be able to reproduce this extract from Otrum’s annual report in this SMARTreport.

Digital TV becomes the prepared is not necessarily expensive, it IPTV allows digital TV broadcasts to be standard just means that any new equipment transmitted across the hotel’s IP data should be chosen for its upgradeability networks. Some new hardware is needed when DVB standards become in the room, and of course some new During 2007 we will see the first mainstream. In the consumer environment, head-end infrastructure, however IPTV is European country completely switch off it is an easy procedure to add a new set certainly on the roadmap for most analogue terrestrial TV transmissions. top box and remote control in the living international hotel chains in 2007. IPTV Finland may well be the first, but there is room, but obviously this is not a cost offers a fully digital experience for the a long list of countries to follow soon after, effective solution for the hotel room. guest, while giving the hotel much better with most of Europe completing the control of the service delivery to the analogue switch off by 2010-2011. In Many hotel TVs today include DVB rooms. place of the old analogue TV signals, we receivers as standard, but for those hotels will see the broadcast of digital TV in the which do not install DVB ready TVs, HD - High Definition form of DVB-T. Digital TV offers the viewer Otrum can provide cost efficient retrofit a highly improved audiovisual solutions to enable digital TV to be shown During 2006, the hotel market saw an experience, with crystal clear picture and on the existing TV in the room. Although explosive growth in the number of new sound quality, complimented by a range the DVB protocol has become a standard LCD screens installed in hotel rooms, with of additional services sent along with the for the transmission of digital TV over most new hotel installations taking only program broadcast. terrestrial, cable and satellite networks, it LCD screens for the guest rooms. All LCD is also possible to exploit the benefits of screens delivered today carry the HD- For the hotel, some focus is required to be an IP infrastructure inside the hotel. Ready ‘logo’, certifying that they are prepared for this digital revolution. Being 100% ready for the transition to High Definition signals.

2007 is seeing the launch of interactive HD platforms for the hotel business, allowing the in-room display of high definition movies, HDTV, interactive menus and of course the ‘true’ Internet on TV experience. HD is built for widescreen LCD displays, and it only makes sense to use the right content on these new LCD screens.

The industry is just waiting for the content and transmission costs to reduce to a more affordable level, however widespread uptake of HDTV in the consumer market will see these content and transmission costs dropping to an affordable level in the very near future. As with DVB, some focus is required to be prepared for HD content – meaning that any new equipment should be chosen for its upgradeability. © photo: Otrum

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IN-ROOM ENTERTAINMENT

Digital signage agenda, meal times and important messages. Information sharing is, and always will Hotels can enhance their security

© photo: Otrum be, a critical factor in the successful operation of a hotel. By providing clear procedures by adding information that is information in key areas of the hotel, such displayed in any type of emergency; this as the lobby, reception desk and could be information regarding the nature conference areas, guests will have a of the emergency, evacuation procedures sense of confidence in the hotel and there or directional arrows to show the guest will be a reduction in the number of the nearest emergency exit. questions to the reception desk and hotel staff. Customisation and Brand Centralised marketing Awareness Digital signage is an attractive and simple Centralised marketing offers many way to display information to guests, the Without doubt, all guests will either turn advantages to hotel chains and individual total solution consists of highly visible on the in-room TV during their stay, or hotels, allowing authorized personnel to screens placed in key areas and a PC- look at a public area TV while walking create marketing campaigns, special based update tool that is simple enough through the hotel. This contact with the offers, as well as advertising hotel and for all staff to use. Hotels can use digital guest should be used by the hotel or chain third party services via the in-room TV. signage in its simplest format, or enhance to maximise the brand awareness of the This can be achieved through the total information experience with hotel. On-screen customisation is a huge personalised welcome messages, pop up screens showing hotel details, current opportunity for promotional brand messages and information channels. promotions, airline information and an building, direct marketing, and Ultimately, centralised marketing will infinite number of novel applications. At strengthening the hotel's image. Hotels positively impact the hotel brand. the same time, the hotel can promote their and hotel chains should look to develop a brand by using a customised template user interface that suits their needs and is Centralised marketing tools allow staff to including corporate colour schemes and visually pleasing for the guest. plan and execute chain-wide or region logos for on-screen use. specific marketing campaigns. For a The choice also comes down to corporate chain-wide promotion, the central Conference hotels can benefit further, with colours, infusing elements of your marketing team can develop a details of conferences taking place and corporate websites and utilising common standardised template according to brand the location, delegate information and visual component to promote your brand, standards and this template can then be special information from the conference as well as providing a user-friendly released to the regional property base. organisers. Conference organisers can interface for your interactive TV system. The centralised marketing team retain all utilise dedicated screens to provide ownership and control of the promotion, information to their delegates, such as the such as timeframes and pricing, or can allow the regional marketing teams to have full control.

Through the use of a centralised marketing campaign, hotels can schedule time-sensitive campaigns (e.g. Easter, Christmas, summer, etc.). Through the onscreen marketing function, a chain can ensure that all hotels offer the same promotions over the same period of time, and that the parameters of the campaign fall within the specifications set centrally. By putting the hotels online, this gives the central marketing team simultaneous access to control the distributed hotel screens. This enables full monitoring of ongoing campaigns and concise comparisons of marketing initiatives within individual hotels, ultimately resulting in the possibility to share © photo: Otrum competencies and best practices across the entire chain.

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SMARTreport IN-ROOM ENTERTAINMENT Interview with... Quadriga Worldwide Ltd Ian CRABB Chief Executive Officer, Quadriga Worldwide Ltd Tel.: +44 (0) 1189 306030 E-mail: [email protected] www.quadriga.com

Appointed as CEO in 2004 – Previously with Permira and formerly CEO of IKON Office Solutions Europe.

Meeting New Guest Entertainment Demands The Trends – Tracked by Market Giant QUADRIGA

In the increasingly demanding world of in-room entertainment, customers are seeking more depth and breadth of content, while at the same time hotels seek to differentiate through brand equity. As a long standing provider of both entertainment and Internet solutions to hotels, Quadriga are well placed to see how hoteliers’ requirements within these areas are changing. We asked Ian Crabb, CEO of Quadriga, to explain Quadriga’s strategy and how the company aims to meet guest demands for the future.

Central to Quadriga’s strategy and searching for ways to improve their the most positive. In addition to the trends product development is the ability to offering. Security and reliability are within Quadriga’s traditional service provide hotels with tangible benefits – important considerations and have to be areas, we are also seeing hoteliers enabling them to optimise guest considered with guests demand for more harnessing digital technology to bring satisfaction and generate additional bandwidth as they access more benefits to their guests in other public revenue. We achieve this by anticipating bandwidth hungry websites. Increasingly areas, for example through digital and responding to: hotels are also discussing the merits of signage solutions. 1) the evolving needs of our hotel “free” internet provision to their guests customers and all of this has to be delivered in such One of the most significant changes we’re 2) the evolving expectations and a way that the overall guest experience is experiencing is an intense demand across requirements of the hotel guest 3) rapid developments in technology, content and distribution channels

In terms of entertainment, a key priority for hotels is to respond to guests’ growing demand for more depth and breadth of content – not only for more blockbuster content but also local content from national studios and shorter / “snacking” content for those guests who have a limited time in their room. Additionally as hotels increasingly segment their own products to appeal to different guest profiles we are being asked for content in specific genres and languages. Hoteliers’ demands for internet solutions are also changing. High Speed Internet Access is an essential requirement and now as a key driver of guest satisfaction, hotels are

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superb quality, a greater choice of on- demand content and services, DVD type functionality and the ability to integrate services e.g. laptop internet access and entertainment.

With the analogue switch-off in Europe

© photo: Quadriga Worldwide Ltd. © photo: Quadriga Worldwide already underway – Finland switched off on 31st August 2007 – hotels need to be ‘digital-ready’. Digital TV provides the ideal solution, also allowing hotels to offer guests a choice of hundreds of TV channels in superb digital quality. TV and screen technology is advancing at a fast pace – Hotels are rapidly replacing conventional analogue CRT screens with digital flat panel LCD screens and manufacturers are integrating more and more functionality into the TV.

The next major technology trend is ‘High Definition’ and this will have a major impact on the TV – by 2010 it is forecast that 12 million European TV households will receive HDTV programmes and watch them on HD-ready television sets. This will all hotel segments, not just in the 5 star streaming is more commonplace and at provide hotels with even more category, for brands to increasingly the same time places more and more opportunities in the next few years. differentiate themselves and here the in- demand on hotel bandwidth. room TV is considered a powerful sales Can you outline your strategy for the and marketing tool. Hoteliers are looking Also, with the introduction of devices future? for every opportunity to reinforce their which enable home TV to be watched brand, their services, their loyalty from anywhere (e.g Slingbox), the hotel Our customers are at the very centre of programmes and their third party partners now provides an environment for “place our strategy, now and in the future and and suppliers like Quadriga, need to be shifting”. Guests can view their own we are working with them to deliver the positioned to enable their hotel customers content from home, using the hotel’s real benefits of digital entertainment and to do this. bandwidth – but this can cause internet solutions. Whether it is migrating bandwidth availability issues for the hotel. customers from an analogue platform to Finally, to avoid dealing with multiple Additionally, both business and leisure Genesis, adding new services and suppliers for a growing number of guests alike are now carrying into hotels capabilities to Genesis or supporting our services, which can be both costly and a range of personal devices, digital customers as they adopt increasingly time consuming, hotels will increasingly cameras, iPods, sophisticated mobiles global strategies, meeting our hotel seek to work with just one supplier and as and PDA’s or indeed devices which can customers needs is our number one part of this they will request faster, on-line perform all these functions in one. priority. access to performance data and service Consequently hotels want to enable information and statistics. guests to interface these devices as We will continue to invest extensively in appropriate with the TV in the room. So technology and new product development So what exactly are guests now doing all of this means that guests are in order to leverage our European market differently? demanding more choice of content and leading position and offer business more control over how they watch or benefits and service differentiation to our Today’s guest is an accomplished internet listen to it. customers. We are looking at new user. A reliable and robust service in the services for outside of the hotel room and hotel is a ‘must have’ for the business and Can you summarise the changes that you developing additional functionality for leisure traveller as their usage of the are seeing in other key areas of your Genesis, to optimise guest satisfaction internet is changing. The guest not only business such as technology? and reinforce the hotel’s brand, providing needs access to office applications or to customers with a truly compelling sales surf local information but they now need Today, technology in hotels is evolving and marketing tool and essentially access to the increasingly popular brands rapidly and bringing many new and generating additional revenues for the – You Tube, Facebook and Messenger additional benefits. Digitalisation is hotel. where content sharing and video providing us with huge opportunities;

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SMARTreport IN-ROOM ENTERTAINMENT Interview with... Quadriga Worldwide Ltd Myron TATARYN Sales and Marketing Director, Quadriga Worldwide Ltd Tel. : +44 (0) 1189 306030 E-mail: [email protected] www.quadriga.com

Appointed as Sales and Marketing Director in February 2005 – Previously Director and Head of Sales at Radianz bringing extensive experience providing IP connectivity, hosting services and new business solutions to multi-nationals. Involved in setting up global networks for the majority of the major international hotel chains. Massive Roll-out for Genesis System Full Integration of Internet and Entertainment Arrives! Quadriga’s Genesis system is today firmly established as an industry standard with over 130,000 fully digital Genesis rooms across Europe and the Middle East – no other supplier is close to matching this scale in both high and mid market segments. We asked Myron Tataryn to explain the factors which differentiate Quadriga and the Genesis solution...

Our scale is absolutely a key stay but at the same time, increase room proven and successful in over 50 differentiator. Our launch of Genesis on a revenues. A major differentiator is that countries. We continue to invest coax network infrastructure in 2005 Genesis is the only proven entertainment extensively in our product, with our effectively enabled us to deliver a cost solution to offer a single, fully integrated customers at the heart of everything we effective solution to all hotels – whatever internet and entertainment capability. This do. We enable hotels to keep pace with their network or budget. Customer data enables guests to benefit from ‘bundled’ changes in their guest requirements and proves that Genesis revenue achieved is special offer pricing where all Genesis technology, and in effect, future-proof the typically 3 times higher than that obtained services can be purchased for a single Genesis solution for them. All of these with traditional analogue systems – in preferential price. factors mean our customers are confident fact, most recent data proves it to in us as a long-term ‘business partner of contribute substantially higher than 3 Last, but not least – our customers know choice’. This is what differentiates times. This demonstrates how Genesis is we are here to stay. We have 25 years Quadriga. designed not only to enhance the guests’ experience in the industry – we are So what does Genesis offer a hotel today?

In addition to the array of on-demand video and music entertainment, Genesis offers the hotel and its guests a choice of hundreds of superb quality digital TV and radio channels. Available on both coax and CAT5, HSIA (High Speed Internet Access) for laptop users is integrated into Genesis enabling guests to benefit from our “all services” bundle. HSIA is available using both wired and wireless connections and guests have the ability to roam seamlessly between the two environments so they don’t have to log in twice. The hotel is able to direct guests to a specific landing page to promote hotel

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services and credit card payment is also where the volume and mix of content can for free as well as a chargeable, more available. Guests not carrying a laptop be matched to guest profiles. superior service with higher bandwidth are also able to access the internet via the levels.We also recognise the requirement TV. Additionally we are providing a greater for internet solutions tailored for the We’re also finding that Genesis is variety of shorter programmes and local growing hotel conference business, with increasingly becoming a valuable sales content. We have established multi-user access codes and the ability to and marketing tool for the hotel, helping relationships with more specialist studios direct delegates to a specific portal for them to reinforce their brand. Our Web – for example Canal Plus for local French promotional purposes and conference Promotions service enables hotels to content. With the expectation of a true information. integrate web content directly into the ‘home from home’ TV experience, Genesis menu promoting specific hotel hoteliers need to provide more TV choice services and special offers – thus from around the world. Genesis Digital TV communicating and interacting directly provides exactly this, and is delivered in with their guests in the comfort of their superb digital quality direct to the room room via the TV. Recognising the with crystal clear digital sound. importance of the TV itself to the hotel we are extending our interactive range to What about High Speed Internet Access?

incorporate models from top brands Ltd. © photo: Quadriga Worldwide including Philips, B&O, LG and Samsung. We provide over 65% of our customers Similarly, we recognise the significant with HSIA and as such it is a key area of potential of HD – we’re already installing development. It represents a major Can you tell us about other areas of HD ready TVs and are actively opportunity for our customers to drive development? progressing a complete HD solution. additional revenues and is an important Underpinning this and unique to factor influencing customer satisfaction. Building on the success of our Web Quadriga and Genesis, is the ‘NOC’ When integrated with Genesis, we’ve Promotions tool it is our intention to further (Network Operating Centre), a found in city centre hotels for example, an expand upon the many customisable sophisticated customer support tool uplift in guest room revenue of nearly components of Genesis; for example by enabling us to proactively identify and 80%. We are partnered with industry providing further flexibility and branding solve potential problems before the leading SolutionInc, and are working with capabilities within Genesis itself and hotelier or guest even becomes aware of them to provide new solutions for our utilising web based applications with Web them. It remotely monitors and checks all hotel customers to optimise their guest Promotions. We know hoteliers require an Quadriga digital-IP based hotel experience. Our future offer is influenced array of multimedia components from installations across Europe and the by the growing demand of guests to music, video and internet links to be used to Middle East every 6 minutes, and access more bandwidth intensive promote their brands and sell services and provides hotel customers with real peace- applications as well as the growing these are components that we would aim to of-mind. recognition in Europe of hotels wanting to accommodate in future development. offer ‘Internet for free’. This could lead to For further information visit How are you developing your hotels offering lower levels of bandwidth www.quadriga.com entertainment and internet offering to respond to the key market trends?

Recognising its strategic importance to our customers we are working with our partners to provide an unrivalled depth, breadth and quality of choice of content. Quadriga is able to offer a wide selection of movie titles sourced from all the ‘Big 7’ Hollywood studios, including Universal, Paramount, Dreamworks, Warner Bros., Sony Pictures, Twentieth Century Fox, and Buena Vista International – through an established agreement with United International Pictures (UIP) and a recently signed agreement with Filmbank Distributors.

We enable hotels to offer the best and most appropriate content selection through providing a range of packages

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CASE STUDY A Taste of Genesis Roll-out of Quadriga’s Genesis Solution Hits Top Locations

Quadriga solutions are today installed in 4000 hotels across Europe and the Middle East, with Genesis, the industry standard digital hotel entertainment and internet solution, live in over 130,000 rooms – the largest installed base of true digital solutions in our industry. On this page, you can read about how Quadriga is working with some of its hotel customers, delivering entertainment and internet solutions to enable them to provide the best possible guest experience and achieve real competitive advantage.

The S Group Marriot Rive Gauche Gauche chose to use sales and marketing tools available within Genesis including During July and August 2007 Quadriga The Paris Marriott Rive Gauche Hotel and the recently introduced Web Promotions. installed its Genesis solution including Conference Centre officially opened its This enabled it to integrate its own Digital TV in to over 2100 rooms in doors to the public in May 2007 website content into the Genesis main Sokos, Holiday Club and Radisson SAS following a major refurbishment which menu on the TV in order to promote its Hotels in Finland. In addition to the well included the adoption of a range of hotel hotel services and Marriott Reward established on-demand Genesis and guest services provided by loyalty scheme directly to each guest in entertainment and internet services, Sokos Quadriga’s Genesis solution. As part of the comfort of their room. guests are also benefiting from an this refurbishment the Paris Marriott Rive unlimited choice of superb quality digital Luiten Van der Valk Beheer TV and radio channels, now an essential component of their offer as analogue Luiten Van der Valk Beheer B.V, a Van der transmissions were turned off in Finland at Valk Hotels group recently decided to the end of August. These digital channels upgrade its analogue Pay TV system in also enable guests to access both teletext some of its hotels to a fully digital Genesis and subtitle functionality. entertainment and internet solution. This decision reflected their desire to

© photo: Marriot Rive Gauche modernise the in-room entertainment © photo: the S Group service and to offer the ultimate guest experience, with a wider and more flexible range of service options and stylish and contemporary flat-screen TVs. It also reflected their confidence in Quadriga as a reliable partner. Following a successful installation in 3 or 4 properties, Genesis was installed in a total of 10 hotels and over 1500 rooms – providing Luiten Van der Valk Beheer with the ability to deliver an outstanding guest experience, offering a full range of services including a wide range of ‘on- demand’ entertainment as well as HSIA and Internet on TV. Consequently, revenues are up significantly in the installed hotels and Genesis virtually sells itself, making the investment a profit centre as well as a sales tool.

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Quadriga Worldwide Ltd KEY FIGURES

Belonging to: Quadriga Holdings Limited Number of staff / offices Europe: 321 Legal form: Limited Company Number of offices Worldwide: 50+ Year of creation: 1964 Number of rooms under contract: More than 415,000 Headquarters : Theale, Berkshire, UK Number hotels under contract: circa 4000

CONTACTS HOTEL ENTERTAINMENT & INTERNET SERVICES Ian CRABB Chief Executive Officer, Quadriga Worldwide Limited Forum 1 - Station Road, [email protected] Theale, Berkshire Appointed as CEO in 2004 – Previously with Permira and formerly CEO RG7 4RA of IKON Office Solutions Europe. United Kingdom

Tel. : +44 (0) 1189 306030 Myron TATARYN Fax :+44 (0) 1189 033970 Sales and Marketing Director, Quadriga Worldwide Limited [email protected] Appointed as Sales and Marketing Director in February 2005 – Previously www.quadriga.com Director and Head of Sales at Radianz bringing extensive experience providing IP connectivity, hosting services and new business solutions to multi-nationals. Involved in setting up global networks for the majority of the major international hotel chains.

Marc BUDIE REFERENCES Director of Technology, Quadriga Worldwide [email protected] Quadriga works with many of the leading hotel brands across Europe and the Joined in 1997 – extensive knowledge and experience of both the hotel sector and interactive digital technology. Previously, 20 years technical Middle East including: industry experience in a variety of technology, networking, software InterContinental Hotels Group, Accor, development and delivery roles. Starwood Hotels & Resorts, Marriott International, Hyatt, Best Western International, Four Seasons, Hilton, Le COMPANY PROFILE Genesis is the first fully digital-IP based entertainment and internet services solution Meridien, Rica Hotels and Sol Melia. Quadriga is the market leader in Europe and the developed specifically for the hotel industry. Middle East in the provision of state-of-the-art With content delivered via satellite, Genesis digital-IP based entertainment and internet offers a unique and comprehensive array of services for business and leisure guests staying guest services. These include the latest in hotels, with over 130,000 fully digital blockbuster movies and popular music Genesis rooms, more than 415,000 total selections, available ‘on-demand’, an unlimited installed rooms and an annual audience of choice of digital TV and radio channels and some 100 million guests. The company Internet on TV or high speed internet access for operates in over 50 countries throughout Europe laptop users using either wired connection or and the Middle East and serves a substantial WiFi, through a partnership with market leading share of the room base of Europe’s leading hotel HSIA provider, SolutionInc. To further enhance chains including InterContinental Hotels Group, the guest experience, a comprehensive range of Accor, Starwood Hotels & Resorts, Marriott flat-panel LCD screens is offered and a unique International, Hyatt, Best Western International, Network Operating Centre provides proactive Four Seasons, Hilton, Le Meridien, Rica Hotels monitoring and support, ensuring peace of mind and Sol Melia. for every hotel customer.

KNOW HOW & MAIN PARTNERS PRODUCTS • SolutionInc - High speed internet access services Provision of entertainment and internet services • Philips and B&O - Suppliers of interactive delivered to the hotel guest via the TV and screens computer laptop, enabled through digital-IP • Globecast - Distributors of content by satellite technology and satellite content delivery • Cisco Systems - Network / switch specialists allowing hotels to generate revenue, reduce • IBM - Provision of processor units costs and encourage guest loyalty.

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NxTV First of Kind to Earn HTNG Certification for Guest Itinerary Display on Hotel Televisions

Leading IP provider, NxTV is only in-room entertainment vendor to win certification

create the 'single guest itinerary' standard to benefit operators and guests." Reeder and indeed, NxTV should be noted that the FCC's mandate that all congratulated as the first company to television broadcasters must transition to certify against this new specification, digital content delivery by February 2009 other than companies directly involved in necessitates that hotels must rethink their its creation," said Douglas Rice, Executive digital entertainment strategy. "IP is the Vice President and CEO of HTNG. Barry future of technology delivery for the Shuler, President of HTNG commented, hospitality industry and many hotel "With standardized products, hotel operators and chains are already making operators are able to install new systems the decision to upgrade to IP-network at their properties and be confident they systems that provide the benefits of a will integrate with existing systems and converged network platform," Reeder technologies." NxTV's IP VOD system said. NxTV has been delivering IP-based allows hotel owners to take full advantage in-room services to its of new technologies today and in the customers for almost a future. Designed specifically to carry decade. digital information securely, an IP With converged IP infrastructure is the only way to operate networks, HD VOD, Russell P. Reeder on a converged network. Without an IP- IPTV Free to Guest President and COO of NxTV based solution, even the digital VOD content, high-speed systems on the market today are not Internet access and NxTV, Inc., who claim to be the “first and scalable or capable of integration with communication with mini- largest provider” of Internet Protocol other hotel applications on a converged bar, Voice over IP, Video on Demand (IP VOD) and network. NxTV's system runs over the reservation and POS interactive digital IP-based in-room hotel's existing converged IP network, systems all utilize one entertainment and technology solutions in which enables the property to multi-application IP the hospitality industry, have announced communicate with a wide variety of in- network for greater cost they have earned HTNG certification for room technologies without the cost and savings, reliability, 'single guest itinerary' display effort of installing and maintaining improved applications functionality. NxTV is the first and only in- separate networks for each hotel integration, scalability and room entertainment provider to comply technology. "The number one technology increased operator with HTNG industry standards that trend in hospitality today is the transition revenue. enable NxTV to interface with other from analogue legacy systems to digital certified third-party systems to display converged communications guest reservation information including platforms," said hotel check-in and check-out, spa Russell P. Reeder, appointments, golf tee times and President and restaurant reservations on hotel room COO of NxTV. televisions. One of HTNG's primary "NxTV's versatile missions is to help the industry by creating IP platform new software standards enabling different enabled us to hotel systems, which previously could not easily adapt to communicate with each other (or at most HTNG's global in a very limited manner), to connect and industry standards share guest-related data, opening up the that establish cross- flow of information between systems and system communication © photo: NxTV enabling new and innovative services to hotel operators and guests. "HTNG's Property Web Services workgroup members invested hundreds of hours to

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CASE STUDY

Trump International Hotel & Tower Chicago Installs Next Generation HD IP Video on Demand Entertainment Services Guests to receive NxTV 100% digital HD VOD content delivery

NxTV, Inc., currently claiming to be the The property is scheduled to open in popular television shows, family content world’s biggest provider of Internet December 2007. and smaller box-office independent films. Protocol Video on Demand (IPVOD), IPTV and interactive digital IP-based in-room “NxTV was selected for Trump The 92-story Trump International Hotel & entertainment and technology solutions in International Hotel & Tower Chicago Tower, designed and engineered by the hospitality industry, will be supplying because they are the largest and most Skidmore Owings & Merrill, has a a wide range of in-room entertainment experienced provider of IP guest building area of 2.6 million gross square services featuring high-definition IPVOD, entertainment systems to the hospitality feet and is located on the site of the for the new Trump International Hotel & industry worldwide,” said Jerry Chang, former Chicago Sun-Times building. The Tower Chicago. Director of IT for Trump International new $740 million complex features 486 Hotels Management. ultra-luxury residential condominiums, from studios to three-bedrooms, as well as “Delivery of entertainment via a up-to-five-bedroom penthouses. In converged IP network is the addition, the Trump International Hotel future of guestroom features 339 luxury hotel one- and two- technology and our bedroom suites. research has shown that NxTV provides the clearest CONTACTS: picture and widest range of content,” Chang added. [email protected] NxTV is providing digital http://www.nxtv.com high definition IP VOD services for all 339 hotel rooms in the mixed-use development that includes hotel suites and residences.

Russell P. Reeder, President and COO of NxTV, said, “Guests who stay at any Trump luxury hotel property expect the very best, and NxTV’s extensive suite of ultra-crisp HD IPVOD entertainment and other personalized video services consistently exceed expectations.” NxTV stores its content on the hospitality industry’s highest capacity digital entertainment servers and delivers VOD movies to guest rooms via a hotel’s converged IP network to best serve guest needs while maximizing revenue- building opportunities for its clients. NxTV’s lineup features more than 250 movies on demand, the largest selection in the industry, including recent Hollywood blockbusters, episodes of International Hotel & Tower © photo: Trump

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Interview with... Premiere Hotel Entertainment

Tonio FRUEHAUF Vice President Hotel & Gastronomy

The Shift from Pay TV Provider to Veritable “Media Partner”

The hospitality industry is on the verge of a paradigmatic shift. The close cooperation of Premiere Hotel Entertainment with hoteliers gives them an insight into the pace the hotel market is taking on: faster than ever before… and the fact that the competition is getting ever harder. We asked Tonio Fruehauf how important it is today for hotels to stand out from their competitors and attract guests through real added value.

Today it is essential… and creating this let me point out that we don’t only cater content, complete TV and IP-based system added value is precisely the challenge for high-end customer needs, we actually solutions, covering the whole spectrum that we as a service provider have set offer a wide range of hotel solutions to from high-end to basic, and a broad ourselves. It is no longer enough to offer suit very individual requirements. This selection of various TV equipment are mere pay TV or TV systems - our role in includes attractive, affordable things which we regard as standard. And the future will be that of a professional entertainment packages in the low-end this allows us to respond to the increasing media partner offering intelligent, and middle-class sectors. In terms of multi-media expectations of hotel guests. networked entertainment and marketing future trends, we also see exclusive But we aren’t just focused on the latest solutions from a single source. And content such as live sports and HDTV technology; we are also committed to Premiere Hotel Entertainment GmbH become an increasingly important factor multi-media value-added services. These (PHE) is positioned excellently to do just with which hotels can differentiate services all focus on making in-room that. As a subsidiary of Germany’s themselves from the competition. entertainment a profitable business – and leading pay-TV group Premiere, we are, a real asset for guests. of course, in a very good position: we What about convergence? are able to profit from the competence, Innovative online platform: experience and support of our parent Convergence is a crucial topic. Whether www.premiere-hotel.de company. PHE is actually among the first we’re talking about in-room to reflect the altered market conditions in entertainment, telephone services, billing its business model, and we are one of the or Internet applications in hotel rooms, few companies to offer hotels an the future clearly belongs to a mix of integrated portfolio which goes far web-based and classic hotel beyond classic pay TV. Another entertainment. In other words, our vision emerging development is the increasing for the future is to offer hotels an effective significance of new technologies such as combination of web-based entertainment, IP. In combination with classic TV classic TV solutions with first-class content entertainment, a new dimension of and value-added services. Internet infotainment is opening up which can be adapted to the individual needs Please tell us about your offer. of the specific hotel and which facilitates innovative sales and marketing activities As already mentioned, PHE offers much within the hospitality industry. However, more than just pay TV. Exclusive program © photo: Premiere Hoel Entertainment

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CASE STUDY Surprising Guests with Simplicity, Quality and Quantity (of channels) Le Byblos – St Tropez

music from the “Cave du Roi”. The system is really excellent and very easy to use for the guest. In many hotels, the TVs are great, but they’re difficult to use. With the

© photo: Le Byblos Loewe it is very easy and we can personalise the TV for the guest, meaning for example if you are Indian, when you press one you get the first Indian channel and so on. In this system you just have one menu, and if you want, for example, CNN, you just press “CN” and all TV stations starting with CN come up on the list. We also now have VOD via Internet which is a unique system designed by Intens. A number of channels are in HD, and the picture is fantastic! We are one of the first hotels to have such a sophisticated system. home, and I think with the music and the Stéphane Personeni picture this helps. This year we will also Hotel Director – Le Byblos, St Tropez Does this surprise people? add a new feature whereby you can leave your own picture (family, pets etc.) Le Byblos sets itself apart by not only For the moment people are surprised on the TV or use it as a computer. So we being a fabulously luxurious hotel on the because we are one of the only hotels to personalise the room with our ambience, French Riviera, but also through major propose this, but I think it will become but in the future it will be important to give annual refits, whereby sections are something normal. When you stay in a the opportunity to the guest to customise completely torn down, with everything luxury hotel, you need to feel you’re at the room with his own ambiance... either rebuilt, from the wiring right up to the final photos or music. finishing touches, with every room totally individual in character. This year, an all- How do you see the future? new in-room entertainment system was installed that is leaving many a guest While the design of TV is excellent, the TV “gobsmacked”! We asked hotel director should become an artwork... like a Stéphane Personeni to explain... painting, when not being used to transmit TV and video. The TV will also be used as We wanted to personalise the technology a computer and we will be testing a new with the rooms, so we installed a new remote control which will give guests system designed and installed by Intens access to e-mail on an individual screen France. We chose 40 and 46 inch LCD on the unit from anywhere in the hotel. Loewe TVs fed by IP distribution from a satellite system. This means we have more For more information on the Intens system: than 1,500 TV channels and on the TV you can also connect your i-Pod and use Patrick Corchia the TV as a sound system. If guests don’t [email protected] have an i-Pod, we lend them one, with Tel.: +33 4 72 17 04 09 © photo: Le Byblos

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Interview with... ArtDisplay

Patrick GOUBET Founder ArtDisplay [email protected] One Step Beyond!!... DYNAMIC Digital Art in Hotels

The deluxe hotel trade has always been Kong, the Bristol, le Crillon and the Louis The “Creator” behind these works is avant-garde when it comes to adding Vuitton boutique. Patrick Goubet, who has formed culture and ingenuity to their offering. The But today, sound is only one component “ArtDisplay”, combining the talents of a arrival of dynamic digital art onto the of a digitally enhanced ambience. Going number of artists with the advantage of scene is no exception. one step beyond this is a new art form digital technology – by “bringing the Many establishments have created an which is beginning to appear in top-of-the- works to life”. Indeed, the works of audio/visual “ambience”. Thus has been line hotels. A pioneer in the field, the ArtDisplay, virtual paintings or 3D spawned the role of “Sound Designer”, Mandarin Oriental is reported to be sculptures, are unique in the way in which incarnated by Béatrice Ardisson in France including dynamic digital art in its 48 they “evolve” with time in such a way as with her work on an “audio identity” for spacious rooms and 25 suites at the to intrigue and fascinate the viewer, while such places as the Indian “Jaipur” lounge newly refurbished Mandarin Oriental in not creating a distraction through the use in the Vernet Hotel, the Fouquet’s Munich. Nick Price, the charismatic CTO of moving images such as video. Dynamic Brasserie on the Champs Elysées, the of the group, has been one of the first in Digital Art may source existing traditional the trade to recognise the attraction of works, such as paintings, sketches, including art on TV screens that would photos, engravings or texts, but may also otherwise be somewhat unsightly when be entirely conceived and made from turned off, or which otherwise have to be digital sources (pictures and sounds made hidden behind two-way mirrors or in by computer)… motorised cabinets. Extra Dimension In Paris, it was Raymond Visan (George V Group) who led the way, installing 4 A new marriage has just been dynamic artworks in the Bound Bar in announced... that of dynamic digital art avenue Georges V. According to Visan, “I with an aural dimension. Idylle Production was looking for somebody who could (see also interview in this section) has create something that was fixed but that formed a partnership with ArtDisplay in would change... but not like a video. I am order to add an extra dimension to these against video in a restaurant. I think it’s extraordinary works, imagining musical better to have something like a painting or atmospheres to be included in the a photo ... to have something that package! changes but that you don’t see straight away. Everybody really loves it. People For further information, please visit: are curious and they look, and they really www.artdisplay.fr love it.”

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Strength, Security and Aesthetics Important Factors to Consider when Choosing Display Mounts for Hotel Interiors

• G-Force gravity-centered tilt system • CableTrac system for 'in-arm' cable management • Unmatched extension, remains low profile in home position

Now You See It, Now You Don’t!

Having flat screens on the wall is one Chief – Number one in Designer, decorative frames by Chief thing, but their correct mounting is Mounting Solutions – brings a Manufacturing help flat panel technology another matter. To this end, the mounting blend seamlessly into any décor, while solutions should not be an afterthought, broad range of solutions for preserving viewing clarity. These designer but should be an important part of your hotel operators frames are perfect for residential or high- project. Innovative sleek designs, quick end commercial applications, including installations and integrated security are Rock-solid and flexible solutions for digital boardrooms, lobbies and bar/restaurant now within reach of all categories of displays, hotel conference room projects applications. Frames are available for hotels. So what are some of the main and touch-screen applications where a tilt 32”, 42” and 50” flat panels. Chief’s things to consider? adjustment is needed are currently Decorative Frames are constructed of high available from Chief. quality, real wood, and are offered in four Safety: The robustness and build quality different colour options: Black, Dark of a screen mount must be such that under Chief's full line of wall-mounts for small, Pecan, Gold or Silver. An optional optical no circumstances could it come adrift and medium and large flat panels provide mirror kit can be ordered, giving the flat fall on someone... children are prone to flexible mounting solutions using unique panel a reflective mirrored appearance pulling on anything they can reach, so on features such as when the flat panel is powered off. the one hand keep the screen out of the • Rapid Level system for quick levelling of reach of children, but also be sure that the the screen mounting solution is strong enough to • Open wall plate for quick cable access withstand abuse. • Integrated lateral shift provides perfect position of the screen post-installation Security: Anti-theft mounts are essential. • Integrated security Aesthetics: This goes without saying... But Flat panel mounting solutions include: why install highly aesthetic LCD or Plasma • Fixed and tilt mounting solutions TVs with an ugly mount? • Swing arm mounting solutions • Ceiling mount solutions Ease of Installation: If you have a large • Projector mounting solutions number of rooms, this will be a key factor in calculating real costs, as mounts that Mounts provide maximum extension while are “good value for money” but which remaining low profile when latched in the take hours to install will cost more in the home position. Included features are: long run. © photo: Chief Manufacturing

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All frames include an easy-to-install Infrared Kit, allowing you to continue using your current television remote. The frames are quick to install with a convenient spacer to perfectly align the frame on the flat panel, while specially

designed V-straps help secure the frame © photo: Chief Manufacturing for a snug fit.

Product Feature - Dual Arm TV Mount for Hotel Applications

Chief’s “ultimate” mid-size wall mount – Chief JWD dual-arm wall mount for 26in- 40in flat panel TVs, part of Chief's Cynergy Series, supports up to 34kg and installs in three easy steps. It has a simple, design with hidden hardware and broad range of motion for maximum flexibility.

The JWD is part of Chief's new and New Architect/Consultant or universal mount for your application. innovative medium flat panel mounting Centric Website You can also register on the site to receive solutions for 26in-40in TVs. Chief's the latest news and product updates from exclusive Centris™ technology self-adjusts Chief. to support different TV weights and Chief has launched a newly designed provides effortless, fingertip adjustments website focused on the architect, Conference Rooms, Front and so you can position your screen to the consultant and interior designer. Chief perfect viewing angle. The JWD offers works with you to integrate technology Back Office Applications ultimate flexibility with a low-profile into your projects, respecting the integrity design that extends over 50cm for of the structure and overall design. One Here again it is important to complement maximum range of motion. can find up-to-date information, and increase functionality of LCD desktop specifications and drawings on the screens, projectors etc., and it is vital that The JWD's teardrop hole pattern makes largest line of mounting solutions the mounts are compatible with all mounting the flat panel quick and easy. worldwide for flat panels and projectors. equipment used. For full information, Plus, the wall mount hardware is The site features a 'product specs' tab please consult: completely hidden and cables are routed with downloads for CAD drawings and http://www.hotelmanagement- through a channel in the swing arm for a technical manuals. The FAQ section network.com/contractors/interior- clean installation. makes it easy to choose the right custom design/chief3

CONTACT Melinda von Horvath Tel.: +31 (0) 40 2668 620 E-mail:[email protected] www.chiefmfg.com

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COMMUNICATION TECHNOLOGIES The hotel industry needs a wake-up call! If, ten years ago, hotels were receiving as much profit from their telephones as they do today, then telephones would not exist in a guestroom. They would never have been put in. You have all these companies today trying to sell a new version of what they did in the past, but they’ve completely missed the point that these telephones are there for one purpose only. On the cost side, we need to lower the costs of telephony to match the income stream we have. One of the ways you can do that in an IP environment is by reducing the number of handsets, because much of the costs is expressed in the handsets, while in the old analogue world, many of the costs were in the basement in a huge machine. How many handsets do we really need? Do we really need handsets in the bathroom? If there is just one, what should it be? It’s something worth considering. Customers simply no longer trust hotels to provide a telephone service at a known cost. One of the main uses of the little LCD screen on the phone should do that... to explain what the cost of the call will be, how much it is costing and how much it did cost. If you can do this, people will start using the phone again. If you pass on your cost reductions to the guest and show them you are doing that, you’ll do a lot to increasing trust. What we as hoteliers have failed to understand is that if someone mistrusts you sufficiently to avoid making a phone call on your in-room phone, then what do they think of your mini-bar, or your bar downstairs or your restaurant or spa? Surely they will have the same level of distrust!

In terms of networks, the hotel industry has missed what’s been happening over the last ten years! If you just take a look at a PBX telephone system, there have really been three generations of modern telephone systems. You a wholly analogue product; you had a proprietary digital product and then now you have the IP product, and there has been transition between each one of those that has happened over the last 20 years. The proprietary digital product has really been available since the mid 90’s. But that product in the most part has been completely ignored by hotels which stayed with the analogue product because it was cheaper and because they were making a lot of money out of that expensive dial-tone, thank you very much! They didn’t really need to spend any more. The fact is today, if you were sensible and you were going out to buy a new PBX for a hotel, you really can’t buy an analogue PBX... they just don’t exist. They’re that old. So your choice is really one of buying a proprietary digital PBX or buying one of the open IP PBX’s. Frankly speaking I think it would be far more intelligent decision to buy an IP PBX today than it would be to take a proprietary digital model. Nick Price SMR_H_EU_07-ch3.qxd 1/10/07 11:29 Page 38

SMARTreport COMMUNICATION TECHNOLOGIES

IP PABX: Stepping into the Future A White Paper by Percipia, Inc.

For the past 30 years, the communication needs of the hospitality industry have been served by traditional telephone systems, referred to as PABXs (private branch exchanges, for language historians). These systems provide basic voice communication services to guests and staff. However, in the past few years, a new technology has appeared: IP telephony. It has the potential to dramatically change the role of telephony in hotels, and to reverse the decline of hotel telephony as a critical strategic component in a hotel’s revenue picture.

In this paper we’ll take a look at both traditional and IP PABXs, focusing not so much on the technology as on the different impact that each can have on the success of a hotel business.

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In the interests of full disclosure, we want to make sure you realize that we have an axe to grind here: Percipia develops and sells hotel communication software for IP- based phone systems. We were the first company to introduce this technology into a hotel environment. We’re both the principal leader and cheerleader for IP telephony in the hotel industry, with 18,000 rooms installed. Our customers include global luxury hotels and resorts, smaller boutiques, traditional properties, casinos and many more. Naturally, we think that IP telephony is the wave of the future. However, we also maintain traditional hotel phone systems, a

© photo: Percipia business which continues to be important strategic contribution to the property. In IP-based systems have exploded onto the to us and our customers. addition, the cost of buying the system general market for business phone lengthens the breakeven period for a new systems. Although they’re rather reluctant Traditional PABXs in the Hotel property and the cost of supporting and to say so in public, many manufacturers of Industry maintaining it impacts operating profits. PABXs have stopped development of their The best that can be said is that it’s a traditional models and directed all new PABXs have played an extremely burden which everyone has to deal with R&D activities at mastering IP telephony important role in the history of the hotel equally, so at least there’s no competitive technology. industry. Simply put, they gave hoteliers disadvantage in owning a PABX. Or is freedom from the phone company and there? The IP Telephony Advantage hence control over their own destinies. This led to a long, glorious period in The IP Revolution This growth is being driven by a number which phone revenues rose to become the of factors which distinguish IP PABXs from 2nd or 3rd line item on hotel income Data communications based on internet traditional systems. statements, just behind room revenues. protocol (IP) has emerged over the past Single cable plant. A traditional PABX The systems themselves were expensive, decade to completely change the way requires its own dedicated cable network. but they worked well and they paid for information of all kinds is used, managed Since every property also requires a data themselves in a few short years. It’s true and communicated. Information in the communication network, hotels need to that maintaining and repairing them form of voice, previously the domain of buy, install and maintain two completely required specialized and expensive skills PABXs and the phone network, is no separate cabling infrastructures. Each but that was OK because the systems exception. cable network is sophisticated, complex were money makers. and requires extensive documentation. In the late 80s, though, travellers began The predecessor of today’s IP telephony With an IP PABX, only one wiring using alternatives to the in-room phone for technology first appeared as ‘voice over infrastructure is needed. This single cable their long distance calls. In the 90s this IP’ in the early 90s. At the time it was plant supports both voice and data trend accelerated. Calling cards gave principally promoted as way of making communications. There are significant way to credit cards which have now cheap phone calls over the internet. economic benefits related both to capital given way to cell phones. The resulting Unfortunately, though, the internet wasn’t expense and ongoing maintenance, and decline in phone revenues has worked its designed to carry voice traffic, so the these benefits are becoming even more way into the consciousness of every quality of the connection was usually very compelling as in-room entertainment hotelier. Today it isn’t unusual to hear bad. Many people still associate IP migrates to IP technology, allowing the people in and around the industry telephony with the experience of these elimination of the cable network for TV as speculating on the possibility of phone- early days. The fact is, though, that well. less hotels, in which a guest arriving today’s IP-based phone systems (IP PABXs) without a cell phone is simply handed one provide a calling experience which at its Availability of maintenance expertise. for the night. best is far superior to that offered by Traditional PABXs are unique beasts traditional phone systems. The interest of technologically. Every manufacturer has Today, PABXs look quite different from the most customers is no longer on how to its own proprietary software with its own way they looked even a decade ago. We beat long distance charges, but rather on unique administrative interface. What this still need them to open a new property: reducing operating and support costs and means is that a technician trained on How would guests reach 911? How on taking advantage of IP telephony’s Mitel systems, for example, cannot would they get their wake up calls? tremendous potential for creating new support Avaya, and technicians trained However, PABXs make no financial or customized services. on Avaya cannot support Nortel. As a

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SMARTreport COMMUNICATION TECHNOLOGIES

result, people who support PABXs have actually a controller which works with To bring in incremental revenues? become a very specialized breed. This routers, data switches, gateways and IP Shouldn’t it give us a competitive can translate into higher costs and a telephones to provide voice advantage on RFPs? Communication is a limited talent pool. IP PABXs, in contrast, communication services. All of these central need of every human being. are designed to work as an integral part devices communicate with each other Instead of being a marginal service, of a data network. It’s relatively easy for using internet protocol. This means that almost an afterthought, shouldn’t our an individual with data network expertise the controller can be one manufacturer’s communication system help us build better to learn the incremental skills needed to product while the routers and gateways bridges with our guests around their manage and maintain an IP PABX. The are another’s, with data switches and communication needs? reverse cannot be said of a phone system phones coming from yet a third or a technician because the domains are quite fourth. The customer is not locked in to a IP telephony brings the toolset which different. The need for data networking single vendor, and as better products makes this possible, and companies like expertise is widespread and very become available, possibly from ours use these tools to create the obvious, so many individuals possess companies which may not even exist innovative services which are the promise these skills. today, they can be put into service with of the technology. These are the basic little or no disruption. building blocks of the new services, as Technology competitiveness. PABXs are provided by IP telephony. designed to last for 10 to 15 years. This Application possibilities. The openness sounds very appealing, because data described above, and the fact that the 1. IP telephones. networks certainly are not. The flip side, underlying data communication Many models come with screens capable though, is that a property which buys a technology is based on internet protocol, of displaying visual content. Some offer traditional PABX is locked into PABX means that innovative software colour, some touch screen capabilities. technology for that same 10 to 15 years. companies like ours can create new There are also programming tools which As we’ve mentioned above, services that run on or with IP PABXs. allow input to be collected from the user. manufacturers aren’t putting any more With an IP PABX, we and our customers What results is the possibility of creating development resources into these can dream up and actually implement interactive applications which can products, so buyers will find themselves new guest and staff services which can provide information to guests and provide falling farther and farther behind their bring the phone system back into the many convenient self-service competitors who invest in IP-based strategic and financial mainstream of the opportunities. systems, where the pace of innovation is hotel. feverish. 2. Telephony interface software. Interchangeability of components. With The New World of Services This is a set of programming tools which traditional PABXs, components can’t be allows an outside application to control interchanged from one manufacturer to Our expectations of telephony in hotels what the IP PABX does and how it does it. another. Mitel cards won’t work on Nortel have been lowered to the extent that all For example, conference calling is a need systems; Avaya digital phones can’t be we demand of it is dial tone, wake up which many hotel guests have. However, used with NEC. Once a customer chooses calls and similar services. But why on most phones, people actually need to a manufacturer, he’s locked in for the shouldn’t we have higher expectations? be trained the procedures for initiating a useful life of the equipment. With IP PABXs Shouldn’t we expect it to help us sell conference call, so it’s impractical to offer the picture is different. The IP PABX is rooms? To personalize our guest services? this as a service on guest room phones. With the interface software mentioned above, however, a programmer can create a conference calling application which guests will be able to use without any training, much as they can use hotel voice mail without any training.

3. Superior data communication capabilities. IP technology excels at moving data transparently between systems which may be based on completely different operating systems and programming languages. In the hotel industry, systems have always had difficulty communicating due to proprietary interfaces, technologies and methods of communication. The result has been that hotel data and communication systems

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have been isolated and unable to share Recognize guests and up sell products external sources. Unlike a TV or a laptop, data with the richness and flexibility and services. Use your special knowledge the phone is always on and the needed to offer dramatic new services. IP of the guest, as captured in the PMS user information is always available. changes that through the use of XML- profile or other CRM type of system, to based communication protocols. The enhance your relationship and sell • Flight information group Hotel Technology Next Generation services, every time he or she picks up the Current flight times; delays. (HTNG – www.htng.org), of which we’re phone. a charter member, is actively promoting • Traffic delays inter-vendor cooperation using XML and • Guest language Let guests verify the travel time to the other IP-based tools, and for the first time All buttons, menus and displays airport so that they can decide how early in the industry’s history it looks as though automatically reset to the language of the to leave to catch a flight. active and flexible data sharing are about incoming guest. Guests can also set the to become the norm. These building language of the phone independently, • Stock prices blocks allow the creation of applications whenever they want. Guests can determine current prices by and services which address critical entering a ticker symbol. strategic and revenue-generating • Profile-enhanced call delivery objectives. When the guest calls room service, food • Current weather and beverage preferences and food Guests can identify cities by name or Attracting group business. Make your allergy information show up on the room postal code and get information about property more attractive to meeting service phone as the call is ringing in. weather conditions and forecasts. planners by offering communication The staff member can offer the guest a services that their clients can’t get from favourite wine or dish, or steer him/her Find out about guests’ concerns while others in your competitive set. away from a food which contains (for there’s still time to fix problems. Guests example) nut products. A call to the spa is can use an interactive ‘Guest satisfaction • Group directory delivered with information about spa alert’ application on the IP phone to As they check in, group members’ names preferences or spending patterns, a call to indicate their level of satisfaction or appear in a list on the screens of IP the pro shop is delivered with handicap dissatisfaction with services offered by the phones. Only the members of the group information and so forth. property. If they indicate dissatisfaction, see the list, and individuals can opt out if Capture direct and indirect revenues by an immediate alert to management can they don’t want their names to appear. directing guests to internal amenities or be sent by email or pager. These are Room numbers are not shown. By outside businesses. Using the phone examples of the kinds of services which selecting a member’s name and pressing screen, promote your own services or can be offered using IP telephony and the the ‘dial’ button, the guest can those of merchant partners. A single press marriage it allows between information automatically dial the room of the of the ‘dial’ button on the phone connects and action in very different kinds of colleague. the guest with the service of interest. Bill systems. Most of these services, though your merchant partners for their listings. not all, are actually installed and running • Group events in our current customer base. Events scheduled for group members are • Dining directory listed on the screens of their phones. Let guests find the type of cuisine they In addition to these services, which are Each event is described and its location want, then display descriptions from a list applicable in most higher-end hotels, indicated, providing a convenient way for of establishments which you know to be applications can be created to address delegates to plan their time and navigate worthy of referral. the needs of specific types of hospitality through the sessions. establishment. These might include casino • Area attractions hotels, condo hotels, fractional ownership • Group text broadcasts Provide a listing of attractions, along with properties, resorts and more. Each of Group leaders can send text messages descriptive information. these has a distinct business model which automatically to the phones of all group demands different guest and staff members. • Rotating promotional display services, or different implementations of Use the display of the IP phone to rotate common services. colour messages about services, catching the eye of the guest and drawing him or IP telephony technology offers the her to respond with a press of the ‘dial’ possibility of creating a diversity of button. services to meet the needs of these various segments of the industry. Enhance your guest’s productivity and convenience with ‘always-on’ access to Traditional telephony, which can only information. Using the IP phone screen, deliver dial tone, cannot offer display useful information retrieved in real comparable strategic and financial time from the internet or from other benefits.

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Virtual Private Networks Is YOUR Hotel Set-up for VPN Usage?

“When guests cannot launch their corporate VPNs and connect, they are unable to complete their work.”

are being tailored for these other mobile environments. With the introduction of new technologies and applications, companies will look for new tools to allow users to access a VPN solution with more devices and in more ways.

So what does all this mean to hoteliers?

© photo: iBAHN Many hoteliers are unaware of the fact Proprietary data is recognised as one of a vital importance to some HSIA providers. that for a VPN to function, it requires an company’s most valuable assets. More At iBAHN installed hotels over 70% of a individual Internet Protocol (IP) address for and more corporations are deploying hotel’s business guests depend on VPN each VPN connection. Many HSIA Virtual Private Networks (VPNs) as a way connections to their private networks while providers have a limited pool of IP of giving their employees a direct and they are “on the road.” However, the very addresses to give hotels. Once the IP pool secure tunnel to the corporate network via VPNs they depend upon to connect to their runs out, additional guests can no longer the internet whilst they are "on the road". companies' networks can also cause access their VPN – leaving them “locked VPN issues are a significant source of serious connectivity issues with many hotel out” of their corporate network. This complaints among business travellers internet services. When guests cannot shortage of individual IP addresses is when using hotel networks that are not set launch their corporate VPNs and connect, made more critical by expanded use of up for VPN usage. Providers thus need to they are unable to complete their work. Wi-Fi demand imposed by these new address VPN connectivity issues at hotels technologies. The “lock out” nightmare through private end-to-end network and What is changing with VPN grows for both the guest and the hotelier. corporate VPN certification services, technology and how does it To summarize, all of the speed and meeting guests’ expectations more fully security in the world doesn’t matter if a and noticeably improving results in guest affect me? guest is unable to connect in the first satisfaction surveys. place. From an hotelier’s perspective, it The way corporations conduct business should be absolutely critical to provide What is a VPN and why continues to change. As more business guests with a network that is not only travellers become mobile, the traditional should I care? secure, but is capable of handling these lines of “inside the corporate network” vs. emerging technologies. “outside the corporate network” have VPN is an acronym for Virtual Private blurred. VPNs have provided mobile iBAHN offer free corporate VPN Network. Although VPNs use public travellers with the means to connect certifications. Find out more at networks, they inherit the characteristics of securely to the corporate enterprise http://www.ibahneurope.com/vpn.html a private network, thus the "Virtual" network remotely - mainly via their laptop Contact: Private Network. A VPN provides a secure computers. Today, the use of VPN E-mail: [email protected] way to access network resources over the technologies is expanding - and becoming Tel.: +44 (0)870 1500 111 internet or other networks by allowing a more complex. VPNs are now used with person to connect to a remote network and new mobile communication technologies become a node on that network and is such as Smartphones. “Mobile VPNs are usually used to give employees access to the future of remote access,” says Robert corporate resources while they are located Whiteley, senior analyst for enterprise in remote locations. VPN functionality is of networking at Forrester Research. VPNs

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SMARTreport COMMUNICATION TECHNOLOGIES Wireless Phones for Staff A Key to Improved Service The Royal Hideaway Playacar use Polycom’s SpectraLink Wireless Telephones for In-house Communications

Overview different wireless telephone systems and know the room is ready to be cleaned. decided to deploy Wi-Fi handsets from The text messaging capability allows staff The Royal Hideaway Playacar is a five- Polycom. They chose 30 SpectraLink i640 to address issues that are urgent or gives star, all-inclusive luxury resort in Playa del Wireless Telephones to be used by the them the option to put less urgent requests Carmen, Mexico. The property covers concierge, management, and on hold so they can refer back to them 5.5 acres and is host to 200 guestrooms. housekeeping teams. Management liked later in the day. Liliana Martinez, the This member of Leading Hotels of the that the handsets interfaced directly into property’s director of rooms said, “Once World was awarded the coveted AAA the existing Nortel PBX and leveraged the you have a handset, you don’t want to Five Diamond Award in 2007, thereby existing property-wide Wi-Fi network lose it. It is so handy and easy-to-use. We establishing the Royal Hideaway as the consisting of access points from Cisco, are able to complete tasks more quickly first adult-only, all-inclusive resort in the Proxim and 3Com. The system offered than ever before.” She added, “We world to achieve this prestigious integration with the Triton CRM system, picked Polycom’s SpectraLink Wireless accolade. Its parent company, Occidental allowing for automated two-way text Telephones and Knowcross so that we Hotels & Resorts, is the first Spanish messaging so that guest requests could be could continue to provide our guests the hotelier to be recognized with such an addressed in real time. The SpectraLink highest level of service. We can address honor. handsets allow users to make and receive guest requests more quickly than ever, it’s phone calls and make internal calls by easier access our staff, and we like the The Challenge dialing an extension. Management also ability to receive information in text- like that the handset offers a unique push- message format.” Hotel management has Maintaining the highest standards in to-talk (PTT) feature so that staff can either seen consistently high guest satisfaction guest services requires that staff always use the telephone or broadcast scores of 95 percent and higher, and they be available to tend to guest requests and information depending upon the are confident that the wireless telephone always be in touch with one another no circumstances. In addition, the design system has played a role in this. They are matter where they are throughout the allows staff to maintain quiet, discreet delighted with the telephone system and property. In early 2006, the resort’s conversations whereas the noise plan to add additional handsets so that, management team sought a new generated from the two-way radios often eventually, all team members will be communications system to equip staff with disrupted the guest experience. The equipped with their own wireless the tools they need to perform their jobs response time to guest requests has telephones. as efficiently and effectively as possible. improved through the use of wireless The hotel was using two-way radios to telephones. For example, there is often a keep staff in contact, however the radios staff member assigned to a guest at check- were noisy and there was no integration in to ensure each guest receives a VIP with other information systems or the level of service. In the past when a person property’s telephone system. In its search checked in, tracking down the assigned for a communications solution that met its staff member was done manually, and needs, management identified several often took several steps to accomplish. criteria they were hoping to meet. They Now through the integration with the wanted to have a device that offered all Triton system, a message is automatically the features of a business telephone along sent to the appropriate staff’s handset to with two-way radio functionally, but also let them know the guest has checked in. capable of integrating with the hotels Staff can then greet the guest right away. CRM system, Triton by Knowcross. Lastly, The same is true when a guest checks out. they wanted to be sure that staff would The staff member receives a message on have coverage anywhere on property. the handset and can then check the room Wireless Telephony Keeps Resort Staff to make sure that the guest has left Connected with Guests and One Another nothing behind. In addition, a message is Royal Hideaway evaluated several sent to the housekeeping team so that they

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CASE STUDY No New Wires! The BW Midland Hotel Fast Tracks its Broadband Internet Installation

Guests today expect High Speed Internet Access (HSIA) as a given and it has become a must-have service for every type and size of venue. Until relatively © photo: Telkonet recently, the choices were either to install a totally wireless system or cabling a building with a CAT 5 network – costly, and potentially very disruptive, with limitations regarding coverage and installation flexibility. The third way takes a very different path – US company Telkonet’s solution enables a building’s existing electrical wiring to be transformed into a broadband Internet building, or any disruption to the hotel’s broadband access data port, via Telkonet and data networking backbone. For the business or guests. Telkonet’s system, a iBridge interface units installed in every Best Western (BW) Midland Hotel in preferred solution for Best Western GB guest room. The IP backbone also drives Derby, UK, this was the optimum fast track hotels, met all the hotel’s requirements, wireless access points, which are path to broadband Internet within its including the critical need to offer hard- strategically located around the hotel’s historic 100-bedroom building. wired access to any guests concerned corridors to provide site-wide WiFi about security – an important coverage. Further Telkonet iBridge units At the 4-star BW Midland, every guest consideration for many of the hotel’s are kept at reception, for use by delegates has the freedom to choose either hard- customers, which include government in the hotel’s conference and training wired or wireless broadband access. departments. suites. Built in 1841, the Grade II listed hotel is the oldest operating railway hotel in the The Telkonet iWire System transformed Roger Coe, Chief Executive of Midland world and any Internet access system the hotel’s electrical wiring into an IP Hotels Limited, commented: “Broadband installation had to be accomplished network backbone, allowing every is absolutely essential to our guests, as it without damaging the fabric of the electrical outlet to be used as a is to our own operation – it’s the lifeblood of our on-line booking system. The choice of Telkonet’s solution was simple and logical. It was really the only option that satisfied all our requirements – in terms of the flexibility to offer wired and wireless from the same system, the speed and unobtrusiveness of the installation, and the high reliability of its day-to-day operation. As it harnesses a building’s existing electrical wiring, it elegantly avoids the time, expense, and inevitable damage and disruption caused by running new cabling. It has also successfully added to our venue’s unique benefits – a city centre hotel, close to the station, with free onsite parking and a large garden. Now we can offer the dual benefit of wired and wireless broadband, fully supporting our ethos of a traditional, © photo: Telkonet quality-focused hotelier.”

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SMARTreport COMMUNICATION TECHNOLOGIES

Communication (and other) Technologies that will impact hotel operations in the future Intertouch Looks into the Crystal Ball...

Trend 2: Customisation brings more and fingerprint scans to be combined with options – It will be a matter of time when code access as added security to open the same technologies enabling the in-room safe. passengers to select their seat on an airplane will become widely available for “Hotels are beginning to realise how hotels. With these technologies, guests important technologies are in the running will be able to choose the type and of their business and how they could reap location of rooms, and going a step benefits in terms of improving guest further, they will even be able to dictate satisfaction as well as their overall amenities they want in them. efficiency,” said Charles Reed, Chief Executive Officer of interTouch. Trend 3: Unlocking doors with just a look – Finally, retina scans and fingerprints, “In the past, hotels have always focused more common in high security on the soft features, but now, more are organisations, may eventually make their investing in making sure that on the way to more daily applications. We technology front, they are able to deliver already have phones with fingerprint the same if not better level of attention scanners, so it is highly possible in and efficiency as their other services and Charles Reed tomorrow’s high tech hotels for biometrics thereby enhance their most important Chief Executive Officer of interTouch to replace card access to enter a room, hotel brands,” he added.

The travel industry is always seeking new ways to improve guests experience and operational efficiency and it is becoming increasingly clear that technology has the potential to deliver tangible benefits. Rather than a barrier, technology is now being harnessed for its potential to lower cost, improve yield and retain guests. InterTouch, a global provider of broadband wired and wireless services, predicts that developments in the following three areas, will have the greatest impact in the way a hotel will operate in the future.

Trend 1: Rise of the IP networks – More hotels are investing to building their own IP networks, which once in place will enable hotels to easily enhance many of their current applications. These networks which are installed to carry phones calls, video and internet connects, can also support the hotels’ security systems as well as connect lights, air conditioners and other room devices to a central system.

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IN HOUSE AUTOMATION

When it comes to such things at lighting controls, it’s not so much a question of how you control light, but it’s why you would want to control lighting. Many of those things in the past were not networked, or were networked in a proprietary way. Clearly, if you don’t have a mini-bar network, you are going to have to send people up several times a day to figure out whether it’s empty or it needs re-stocking. That’s a very expensive thing to do. If you look at lighting for example, the two primary drivers behind lighting are: 1) if lighting is left on it is extremely expensive, and 2) it is very, very difficult, technically, to deliver a high quality lighting product using high voltage circuits. It’s particularly difficult in a luxury world where we’re trying to create a good sense of ambiance and simply so people don’t have to go around and turn off every single light individually. It’s a heroic task trying to do this using traditional high-voltage circuits. So you are, by definition, saying we are going to have to control these in a soft way, in a way that is slightly more intelligent. That then gives you the opportunity to look at the same time into how you link up that soft control with other things so that it can be more effective. It’s the same control that turns the light out when nobody is in the room, and it’s exactly the same control that turns the heating down or the air conditioning off. All of these are very valid and appropriate “green” things to do! They also happen to be exactly the same technology that can transform the ambiance of a room simply by doing lighting in a controlled and high quality way, and that the lighting you need in a room to get dressed with is a very different set of lighting that that you need when you watch a film at ten o’clock at night.

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SMARTreport IN HOUSE AUTOMATION Enlightening ideas Intelligent Hotel Guestroom Lighting Controls – Making Life Simple for Guests and Saving Money for Hotels

At a recent IHOF meeting in Prague, guestroom systems, including automated programme the EcoSystem without bringing together a number of hotel window treatments, key cards, occupancy rewiring. As needs and preferences shift, professionals together with manufacturers and property management systems. one can adjust a space with a handheld and service providers, a “brainstorming” Guests can control lights individually with PDA, simply and economically. The session came up with a number of “pet a local control, or all together with a combined effect of EcoSystem sensors gripes” of those present as to problems master keypad. Guest security and safety and controls, operating together, brings still existing in hotels... and one of the are enhanced thanks to Master on/off major energy savings in the real world. main ones was that of LIGHTING controls. capability and Night Light functions. By Virtually everyone present agreed that in the same token, a master off button by most cases, lighting controls are difficult entrance meets today’s energy standards, to understand, to the point occasionally supports sustainable designs, and allows that one has to call reception to ask how guests to save energy easily at the touch to switch off all the lights. As rooms of a button. become more complex and feature- packed, this problem will become more Energy Savings – We Can Do and more prevalent. Our Bit! Finding specific simplified EcoSystem is a revolutionary lighting solutions: control system comprised of digital electronic dimming ballasts, controls, and Designed to meet the needs of hotel environmental sensors. EcoSystem can guests, the Stanza lighting control system generate energy savings of 50% to 70%, by Lutron provides stand-alone lighting increase occupant comfort, and increase control in each room. It can also be space flexibility. upgraded to integrate with other

EcoSystem offers meeting and conference rooms flexibility, preset light levels, and energy savings. This translates into financial savings that quickly pay for EcoSystem. EcoSystem offers wall controls with four preset light levels to provide the right light at all times, and allow energy conscious individuals to reduce lighting levels whenever possible. • Provide general lights at an 80% level, • Dim the lights for PC presentations, • Highlight a white board area for formal meetings, • Provide full intensity for cleaning and team projects.

As preferences change or meeting room walls are moved, it’s possible to re-

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CUSTOM TV AND DIGITAL SIGNAGE

These two fields are quite separate, but also can be grouped together from the point of view that they both require specific individual input from the hotel. Nick Price gave us some insight into his experience in the field of Custom TV:

“In our group, we were quick to realise that the television offered to our guests was of poor source quality. It didn’t matter how good we made the content look on the television, the fact was that someone who had taken a private jet to New York didn’t want to watch Mrs Long making noodles on the TV. There had to be something more. We work with a company called Tangerine Global who have developed about ten channels of customised hotel TV which are very channelled and targeted towards the upper-end guest. That doesn’t mean you couldn’t apply the same model, just using different content, at a 3 or 4-star level. The fact is that one thing we don’t see is the regional or national barriers, fundamentally breaking down, and ceasing to be barriers, to enable us to receive the same content from the same supplier across a wide geography, and that will enable us to do one very interesting thing. It will enable us to target a global niche market. Imagine having exactly the same channel line-up from the same supplier in Japan as you do in New York!” –

Nick Price

...Digital signage is also becoming a major field of interest for hotel operators, and here, specific “easy to use” software packages are emerging for the management of such systems. Highly specific vertical market specialists are also emerging. To learn more about this fascinating field, please refer to the Cleverdis SMARTreport – “Out of Home Digital Media”... SMR_H_EU_07-ch3.qxd 1/10/07 11:30 Page 50

SMARTreport DIGITAL SIGNAGE AND CUSTOM TV Interview with... Idylle Production Betty CASTALDI President, Idylle Production

Tel.: +33 (0)4 92 60 60 20 E-mail: [email protected] www.idylleproduction.com

"…It's pure marketing, but with an emotional dimension…" With major references such as the Lucien Barrière Casino group, Idylle Production has moved to the forefront of the exploding market for custom TV solutions.

While it all started with audio, around 4 years ago, flat screens began appearing in various locations. The Casino groups were the first to trust us in this area. In was in a sense the beginning of “custom TV”. This concept is now mature and we have evolved greatly. Our first aim was to develop a programme that would work like a TV channel, in other words with different programmes from one hour to the next... accompanied with advertising... and all this of course accompanied by audio. A system with only the visual aspect can only communicate 50% of a message.

Are your clients sensitive to the advantages you bring with this combination of sound and images?

That’s for sure. This is why we have references such as a major retail group selling articles for the home as well as DIY and garden supplies. We initially equipped their stores with audio systems, and progressively they are moving over to the use of a visual support together with the sound. This group, Leroy Merlin, has bought its own TV channel on the national

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DIGITAL SIGNAGE AND CUSTOM TV

network, which is called "A Côté de Chez and their habits… In the morning at Leroy Is there an international vocation for the Vous" and is available on satellite and Merlin, you will find single women or DIY future? cable TV, broadcasting reports and amateurs in a hurry, while on the weekend programmes throughout the day (see our there will be a lot more couples who will Absolutely! We have a nice business in case study in this SPECIALreport)… and make big purchases like a change of Canada that runs very smoothly, with they now also broadcast this channel in kitchen or bathroom. You have to put approximately 50 stores in Toronto and in their stores. We have created a system for yourself in their position and understand Québec, and now starting to move in the them that allows for having commercial what the customers want to hear on a US. I think that Idylle's destiny will be breaks every 10 minutes. Saturday morning in a Leroy Merlin store, decided between 2007 and 2008. In when they are at the point of making a Europe, we are present in Belgium and in What differentiates your visual offer? major and very personal decision, Switzerland. implying an investment, choice and We have developed a very flexible system financing... You really have to take into In terms of market expansion where do which allows the client to have account the emotional dimension because you plan to develop? programming that completely fits with their the clients are waiting for us to give them frequentation according to the days of the this advice. When I sell my product, The hotel sector is one of our main week. Take the example of a casino. The whether it is sound or image, I say to the priorities. We have already made number of people is not the same on a client "If you only buy to broadcast, it is demonstrations for Accor and Novotel. I Monday and on a Saturday, but what also not worth it…" Today, the two products, think that we have a place in this business changes is the type of clientele: different audio and visual, developed the way they and that we can bring a lot to it, but that people go to play at the casino on a are, it’s 99% marketing. We’re talking the problem is we are not well known Monday than over the weekend. The fact about pure sales but with an emotional enough yet. We can create and that the advertisements change every day dimension. We are able to create a programme just as they want, and provide and are adapted to the type of clientele unique sound ambience. The human brain content (video, clip, report, emotional)... shows the real possibilities of this media. has an extraordinary capacity... for Our “top of the line” aspect is an example it records the "gaps". When you advantage for this market. Through its own Does this idea come from your experience listen to a radio programme, music is channel, a hotel can also communicate via in radio with the "day-parting"? cross-faded without any "gaps" between the screens in the bedrooms on all the the tunes. Why? Because the brain services and derived products it has to Of course. Thanks to this experience, we registers the gap as meaning something offer, it can inform the client about the don't develop our products in the same has finished, provoking a lapse of casino or the lounge bar downstairs for way as our competitors, and we don't sell attention. In the Idylle Production system example… Hotels are not aware of the in the same way. I personally involve each song is mixed in such a way that the fact that today we can provide them with myself in every project, and above all, we ear does not register any aural this service at a truly affordable price. It’s share with the clients what they experience interruptions. This a one of the plusses we now important that we communicate in every day. They talk about their customers bring. order to be known in this sector.

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CONFERENCE TECHNOLOGIES

Conference facilities have always been a major part of hotels. In some way they have always been THE product, as there are a large number of hotels that drive a substantial proportion of their rooms business through meetings and conferences. The fact is that technologically, I think that conference facilities in most hotels have lagged behind sadly a long way. Evidence of that is the amount of sticky tape running across floors to locate on the floor cables, simply because the points at which they’re located were not thought through properly. Or the other one of somebody trying to connect up a laptop to a projector and... Guess what? It doesn’t work! We’ve all seen it a hundred times. It shouldn’t be that difficult, so I think modern hotels have to re-think about the kind of facilities they’re putting in place. For example, the notion that you could have a conference room for maybe 150 people and maybe 120 of them want to have an active internet session and you might want to switch between many different sources, not just a PowerPoint presentation, and you have a large number of presenters and some may be remote in other parts of the world – doing a joint presentation. That’s the future but it’s already here today, and it’s not very well met. The same could be said for the audio at most conference facilities which I think in many cases is shocking. We have put a huge amount of effort into making sure the audio works... so that wherever you’re sitting, in a meeting room or a large conference area, you can have a very high quality of sound, without running cables all over the place, or hiring in vast amounts of equipment to do what should already be part of the infrastructure! You have to understand the reason people are there in the first place and you have to help them with that, and to a very, very large extent it comes down to making the technology work, getting the right bandwidth in, getting the right power in, and getting the A/V systems working. Some hotels do it a lot better than others!

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SMARTreport CONFERENCE TECHNOLOGIES

Conference Room Technologies New Products on Market – Touch Panel Technologies Reach New Levels of Sophistication

The recent CEDIA Expo in the US was the launching point for a number of new products in the field of room automation, in particular by two popular companies in the conference automation field: AMX and Crestron. On these pages, we highlight a few of the latest products...

According to AMX, the MVP-5200i Options and Availability provides fast, power-efficient processing – supporting up to eight hours of continuous The MVP-5200i, along with its optional © photo: Amx use and four days of standby time – while Table Charging Station and Wall its 5.2" widescreen delivers the highest Charging Station, will be available in resolution of any AMX MVP Touch Panel – gloss white and gloss black. 800 x 480 WVGA (Wide Video Graphic AMX expects the products to ship in Array) at 180 DPI (Dots Per Inch). It January 2008. supports JPEG and PNG images, as well as streaming motion-JPEG video, and can Wall Integration of Keypads play MP3 and WAV audio files. Rises to a New Level The ultra-compact MVP-5200i weighs 1.2 pounds and is only 0.8" thick. It features AMX has announced the launch of a new an integrated kickstand; wireless mobility line of Metreau Keypads. The keypads fit (802.11b/g); digital, full-duplex intercom in any Decora-style wallplate and provide for panel-to-panel communication a convenient, flexible and cost-effective throughout a home, business or campus; way to communicate with any AMX and a navigation wheel for levels and Control or Distributed Audio System. functions. It also incorporates the highest wireless network security standards, Metreau Keypads are available in two including WEP, WPA, WPA2, EAP-TLS, distinct varieties – one can be used with EAP-TTLS and PEAP. any AMX Control System, while the other

AMX provided a sneak peak at its next- generation Modero Touch Panel line as it unveiled its 5.2” Modero ViewPoint Widescreen Touch Panel (MVP-5200i). The MVP-5200i combines a stylish design with high-resolution graphics, wireless mobility, digital intercom functionality and extended battery life.

"Beyond its exterior aesthetics, it (the MVP-5200i) packs a whole lot of technology innovation into an ultra-thin, compact design," said Robert Noble, AMX chief technology officer. "With the MVP-5200i, AMX has redefined the style, form, and function of our flagship Modero Touch Panel line, and in the process, we've raised the bar for all touch panels - industry wide." © photo: Amx

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CONFERENCE TECHNOLOGIES

Crestron touch panels offer a user- interface for controlling audio, video, lighting and HVAC. Both Cresnet and high-speed Ethernet are standard in the TPS-6L, providing easy network integration and seamless communications with Crestron control systems.

The TPS-6L can display full-motion video from an external source such as security cameras, video servers and cable TV on the touchscreen display. The video image is fully scalable for viewing in any sized window or full screen. The choice of balanced or unbalanced composite inputs allows compatibility with both conventional coaxial and CAT5 AV distribution systems.

Each TPS-6L is furnished with two front © photo: Amx bezels - with or without 12 programmable is designed for the company's growing and Ethernet connectivity. Crestron softkey pushbuttons. The optional line of distributed audio products. In introduced its latest Isys touch panel at pushbuttons are positioned to align with addition to music, the keypads can Cedia 2007. Featuring a bright, high- dynamically changing text and graphics control lighting, video, projection, HVAC contrast 5.7" colour touch screen with 16- onscreen, supporting context-sensitive and window treatments. They are an bit Isys graphics, 640 x 480 resolution, menu functions such as digital media ideal solution for homes, offices, small video window display, the TPS-6L panel titles, channels, or lighting presets. meeting rooms, hotel rooms and many delivers a world of control capability yet Custom engraving of the bezel is also other environments. leaves a very small footprint. High-speed available, with a choice of solid or backlit Ethernet communication provides easy text. A light sensor is built into the TPS-6L The Metreau Keypad line features a network integration and seamless to automatically adjust the display navigation wheel – an innovative, new communications with Crestron home brightness for optimal visibility under interface feature that is designed to automation solutions. varying light conditions. simplify the way people interact with, and use, the keypad. The wheel provides a natural and intuitive way to expand the keypad's functionality. Simply turn the wheel to the left or right to quickly and easily adjust audio volume, lighting levels and more, or press the top, bottom, left, right or center of the wheel to activate, set or select any level or function. This new interface feature is also incorporated into AMX’s new 5.2" Widescreen Modero ViewPoint Touch Panel (MVP-5200i).

New Wall Mount Touch-panel from Crestron

TPS-6L 5.7-inch touchpanel offers CAT5 audio/video

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RESERVATION SYSTEMS • GDS AND PMS

This is one of main missions of HTNG... Joining-up the islands. This has largely meant joining up PMS with the outside world. One of the elements we want to join up to is the various flavours of incoming reservations, whether they be GDS or a web-based intermediary. There has been huge work done to date to transition a lot of reservation activity away from the hotel out to web based services. I still think however there is a lot more to be done, particularly in the world of GDS, where it’s so information poor, that it is very difficult to receive at the hotel level any quality of information about the customer you are going to receive, even if that customer has stayed with you many, many times before. The reliability and the ease with which a reservation arrives has definitely been improved, and this is very automatic and joined-up today, where even a few years ago a lot of manual processes, a lot of faxes, a lot of telephone calls, a lot of manual transcribing of reservation information... That to a large extent has been solved today.

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SMARTreport RESERVATION SYSTEMS / GDS AND PMS Interview with... Micros-Fidelio EAME (Europe, Africa, Middle East)

Kaweh NIROOMAND President Micros-Fidelio EAME (Europe, Africa, Middle East)

In the past, Micros-Fidelio provided hotels and restaurants with a complete suite of products, including PMS, catering systems, and everything around those products. But the central hotel systems, where their customers sold their own products (their rooms) were not covered. We asked Kaweh Niroomand to give us the background as to how Micros-Fidelio developed its new “converged” system...

cost, Micros was able to provide Louvre Hotels a scalable contract supported by a single data centre located in Frankfurt, Germany. The Micros-Fidelio Data Centre could house all of the Micros applications in a multi-property and integrated environment, allowing Louvre Hotels to use a secure, private network connection to access Opera. Since Opera’s reservation and property management systems would be integrated on one database, all reservations could be distributed down to each hotel in real-time providing single image inventory. With an integrated Central Reservation System interfacing to the global travel agency community, all data could be accommodated in one single database © photo: Micros-Fidelio securing single image guest records and Hotels sell rooms through different party products?” This is the big change in hotel inventory. In other words, traditional channels... through their own web-sites, what we have developed with our product interfacing between central and hotel through Alternate Distribution Systems suite. In developing Opera as a complete systems would become obsolete. (ADS) and through Global Distribution suite of products – as an enterprise Furthermore, direct sales via Louvre Systems (GDS). Another way is of course solution – we are able to give to the end- Hotels’ corporate hotel websites using the via their own call centres. Until a certain user direct access to the last available Opera Web Suite, would dramatically point these were all completely split. room of a chain so that they can book increase web presence and direct Fidelio was providing the PMS system directly into that room, whereas before bookings. and we had interfaces to products which this was not possible. could sell the room for our customers The deployment of the Centrally Hosted through these different channels. The Tell us about some of the successful Opera Property Management Systems question for us was “Why should we not projects... with installations at over 500 Louvre develop a suite of products which is an Hotels took only eight months. This seems integrated solution for PMS and central After initial testing of several systems, to be very fast... How was this achieved? system solutions which can immediately Micros’s solution has been chosen by the go to the different channels, directly Louvre Group* because of what they saw Micros worked closely with Louvre Hotels connecting the sales from the end user to as the centralised benefits it offered over to speed the deployment pace and meet the hotel, and no longer through third a competing provider. At a comparable important milestones prior to sending the

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RESERVATION SYSTEMS / GDS AND PMS

installer on site. A key practice involved 2007. There has been an immediate and Firstly, and importantly, there are two complete staging of hardware before it positive impact for each of the brands, purchase models – full out-and-out was sent to the hotel to minimize the level with enhanced productivity and customer purchase, or transaction based. Secondly, of effort on-site. The length of each service giving measurable results in we offer complete administration with deployment averaged two and a half inventory and rate integrity across all everything based in our data centre in days. Several weeks before the distribution channels in a real-time Frankfurt, and engineers on hand 24 installation, end-users were able to utilise environment combined with reduced hours a day ensuring smooth operation... a customised e-learning tool developed operating expenses. Since the switch in and thirdly, we are able to roll-out systems by Micros and Louvre Hotels to streamline February, all three brands have seen their very rapidly. It’s possible to get a system the training process. Following a week to combined voice, GDS and internet up and running in 500 hotels in just 6 10-day specific Louvre Hotels solution revenues increase. Pan Pacific has months, whereas before, something like training period, a Micros representative witnessed a staggering 50% increase, this would have taken up to 3 years. was available onsite for an additional two with Kempinski growing 39% and Leela days to help supervise the launch. Due to 26%. effective communication and a positive * Societé du Louvre is now owned by approach, Micros was able to tailor the So finally, how would you best describe Starwood Capital and covers brands like deployment speed for Louvre Hotels and the key advantages of the Opera system? Concorde, Campanile, Kyriad successfully deploy over 30 hotels simultaneously per week, which provided valuable time and costs savings.

Has the group been able to measure Return on Investment?

Absolutely. By consolidating all Opera applications to the Micros-Fidelio Data Centre and including both support and hardware on a “1 contract, 1 contact” centralised solution, Micros has helped Louvre Hotels to reduce its maintenance support costs by 70%, which in-turn has improved financial controls. IT Management especially values its cost savings from the simultaneous upgrade process. Reservations in direct Internet bookings have also increased by 300% for the 500 hotels deployed. Interfacing work with global portal partners is easier to manage due to the direct link between the portal partner and Louvre Hotels’ database and application. Productivity is higher, now that the IT team is able to redirect its focus to other IT projects.

You also recently announced the results (to date) of Global Hotel Alliance’s state of the art central reservations system, GHA.net, launched in February 2007, Kempinski Hotels, Leela Hotels and Pan Pacific Hotels have been the first to deploy your system... Tell us about this.

The GHA team has been working closely with Micros-Fidelio to address the special needs and requirements of the world’s largest hotel alliance, and we are on track to switch three of the four remaining GHA members to this new distribution technology throughout the remainder of

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SMARTreport RESERVATION SYSTEMS / GDS AND PMS

HTNG Certification for IDeaS Revenue Optimisation

acceptance and use of the HTNG benefit to our customers,” said Tina Stehle, standards.” Senior Vice President at Agilysys.

News: IDeaS Revenue Major rollout by Millennium Optimisation and Agilysys Bring Their Systems Integration Meantime, in recent news, IDeaS has also to the Next Level announced that its on-demand Revenue Optimisation system V5i is being deployed IDeaS has announced the availability of a by Millennium and Copthorne across its full two-way integration between IDeaS portfolio of hotels throughout Asia Pacific, Revenue Optimisation Solution and Visual EAME and the Americas. Millennium One Property Management System (PMS) Hotels and Resorts completed an extensive by Agilysys. The solution offers joint clients due diligence of the Revenue Management and future prospects the ability to fully Systems available and selected the IDeaS leverage the strengths of both products in on-demand solution V5i. “Having multi- addition to the assurance of compatibility property imple-mentation and working into the future. “This is a major experience of several other RMS, I Linda HATFIELD advancement in our existing partnership particularly value the very strong and Vice President, Product Management with Agilysys. The joint work we have done dedicated service and account support that IDeaS to seamlessly update IDeaS revenue IDeaS provides across the globe. It IDeaS, the leading provider of hospitality management controls into Visual One PMS contributes significantly in the global rollout revenue optimisation solutions and one of by Agilysys is highly valuable for our of our RMS program, both pre and post America’s fastest growing technology clients,” said Linda Hatfield, IDeaS Vice implementation. It is great to see how this companies, has announced that IDeaS V5i President, Product Management. “Our intensive co-operation has helped us Revenue Management solution has been development teams have been able to achieve more accurate forecasts, ultimately certified under the Hotel Technology Next quickly bring to market this functionality resulting in optimal results.” said Hannes Generation (HTNG) Certification Program. due to our shared vision of serving the Bos, Global Director of Revenue "We are pleased to have successfully needs of our respective client bases. The Management. “We are proud of our long completed the HTNG certification clear product focus and ongoing standing relationship with Millennium process,” said Linda Hatfield, Vice innovation demonstrated by IDeaS Hotels and Resorts. Their Revenue President Product Management, IDeaS. Revenue Optimisation Solutions has made Management initiative has been innovative “As a founding member of HTNG, we are their product essential for hoteliers looking and decisive and we are pleased to be strong supporters of their initiatives and will to maximize their revenues in an ever playing a vital part in its successful continue to work on behalf of our clients changing marketplace. This two-way deployment.” said Grahame Tate with other vendors to move forward the integration allows us to deliver maximum Managing Director IDeaS Asia Pacific

Intelligence: - in·tel·li·gence ( n-t l -j ns) n. Cleverdis SPECIALreports are aimed at educating highly specific groups of people to gain intelligence a) The capacity to acquire and apply knowledge. through targeted information. Sponsored individually b) The faculty of thought and reason. by companies with a mission to educate and inform, c) Superior powers of mind. such as Panasonic, Sharp, Sony, Alcatel Lucent, Canon, Samsung, Microsoft, HP, NEC Electronics, and Whichever way you look at it, intelligence is a good LG.Philips LCD, each Special Report is dedicated to a thing to have. At Cleverdis, our mission is to give the highly specific market, with highly specific information necessary intelligence to make the right decisions in gathered and edited by Cleverdis. business. Our vertical market SMARTreports are part of that mission. But complementary to these publications, You can download PDF samples of our SPECIALreports we have developed an extremely powerful tool… even on www.cleverdis.com. more finely honed… in the form of our SPECIALreports. Cleverdis SPECIALreports – a CLEVER way of bringing Intelligence to the market.

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RESERVATION SYSTEMS / GDS AND PMS

CASE STUDY Optimising hotel and conference center operations on one database… For greater staff productivity, stronger financial management and better guest tracking

Lodge of the Ozarks Drives Maestro automates the entire management learned to use it quickly. Higher Profitability with conference resort NORTHWIND understands the hotel business and its team took time to see Maestro System at the Largest how we do business, then applied their In June 2007 the property implemented system to optimize our property’s Convention Center in Branson, Maestro PMS to automate hotel operation.” Park is also impressed with Missouri – USA. management operations and Maestro Maestro’s financial and operations Sales and Catering to computerize its reporting. “As business manager for Branson, Missouri is a booming vacation conference sales management and Morrell Hospitality, I appreciate solid destination that attracts hundreds of catering business. The hotel also installed reporting. We never looked for a report thousands of families annually to its Maestro POS on the same database for that the system did not already provide.” award-winning headliner entertainment, guest charge posting and uses Maestro Park noted that when the property’s theme parks, and golf courses. It is a Work Order Scheduling to oversee its renovation is completed he expects the favorite location for conferences and upgrade projects. When the property’s Lodge of the Ozarks will attract a more military and family reunions, and one of new Spa is completed, Lodge of the highly rated guest segment. “The Maestro the largest spaces for conventions in Ozarks will install Maestro’s Spa system system has an integrated Yield Branson is operated by the Lodge of the to automate client scheduling, billing and Management program that will enable us Ozarks. Branson works to keep its reservations. “The Maestro single-image to optimize our rates when we finish “country” roots, and The Lodge of the database technology is ideal for any upgrading all areas of the hotel, Ozarks is a beautifully decorated complex conference center property conference center, dining outlets and property providing rustic elegance to the because every module is integrated to club.” guests. But there is nothing rustic about give a 360-degree picture of each guest,” the new, single-image database said Park. The system tracks guest’s “Branson is a family destination that technology from Northwind-Maestro PMS activities, whether in the hotel, convention understands the importance of caring for that the property installed to automate its center or dining to capture charges at every guest during their stay,” said Park. resort, convention center, club, spa and every touch point. The property will use “Northwind-Maestro is a client-focused food services operations. Maestro Analytics business intelligence technology partner that delivered on solution to mine guest information to every part of our agreement.” “Lodge of the Ozarks is among the busiest create effective marketing campaigns conference center hotels in Branson,” said based on each guest’s historical Contact: Randy Park, business agent for Morrell preferences. According to Park, “The [email protected] Hospitality, the property’s owner. “Our system is so intuitive that our staff and www.maestropms.com/HOL property operates its own Club, similar to a Las Vegas supper club, and Timber Creek restaurant. Today we are in the midst of upgrading the entire property to attract a new, higher-rated guest segment. To make our operation as efficient as possible, we installed the Maestro Enterprise Suite of hotel software to automate and integrate our entire operation on one database for greater staff productivity, stronger financial

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SECURITY

All forms of security are becoming much more important than they were. Today, we are living in what we perceive as a more insecure world than we were living in ten years ago. There is a physical notion of security, whether that means security guards, number of staff or locked doors or lifts that only go to certain floors. Obviously there is also CCTV and the sheer explosion in the number of cameras everywhere... not just in hotels. We need to provide that level of security to our customers... but the flip side of it is that you are increasingly the guardians of a large amount of very sensitive, personal information - that is information about the customers. And you need to keep that information safe. Overlay that the fact that you have a converging of networks today and it makes the job of the IT security specialists hundreds of times more important and difficult than it was ten years ago in a hotel. In my company I have someone who does nothing else but security and many companies would be wise to follow the same practice. We regularly, every quarter, physically – on site – send an outside hired specialist to try to penetrate and break our networks... every hotel... every quarter... and we act upon the results very quickly.

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SMARTreport SECURITY

CASE STUDY Security Evaluation and Verification by HP Strengthens interTouch Service Offering

For 9 years, interTouch has been the stimulate an attack. This also incorporated • Visibility between users logged on to provider of wired and wireless an active analysis of the system to the network: As connectivity between Broadband and Internet access services uncover weaknesses, technical flaws or ports (rooms) is prevented, traffic to international hotel chains such as Hilton vulnerabilities. sniffing or virus infections between Hotels, Hyatt Hotels and Resorts, Four users on the same network are virtually Seasons Hotels and Resorts, • Module 2: Vulnerability Scanning impossible. InterContinental Hotels Group, Le (Internal) • Guests attempting to gain free internet Meridien, Pan Pacific Hotels and Resorts, An internal assessment analyzes possible access: Attempts to alter URLs to bypass Shangri-La Hotels and Resorts, and threats and weaknesses that can be access failed, and thus free Internet Sheraton Hotels and Resorts. While exploited within WAN and LAN access cannot occur. interTouch services enable travellers to environments. This exercise was stay connected no matter where they are, performed on-site, from within interTouch’s However, HP’s assessment also revealed the company is responsible for the internal network. Specifically, the areas where the system could be prevention of spam and virus attacks on objective of this exercise was to uncover improved upon. The following were users logged on to their network. possible system vulnerabilities, and proposed recommendations from HP: Essentially, security, reliability and subsequently recommend mitigation trustworthiness of their services are crucial measures as well as to identify areas for • Display authorization usage banners on elements influencing the reputation of the improvement. Administration pages. A statement company. Thus, interTouch recently took communicating a requirement for steps to ensure that the latest security HP’s comparison study indicated that compliance before accessing system features were adopted into their new interTouch had successfully enforced resources need to be displayed on the version of iBIS. In order to ensure that strong measures of security protection. login page, before granting access into these features conform to industry There were no vulnerabilities found during the system. standards, interTouch engaged the the external assessment, and the year-to- • Deploy Intrusion Detection/Prevention services of HP to conduct evaluation and year comparison on the number of systems to detect malicious activities on verification specifically on the security vulnerabilities has significantly hosts and network. functions of iBIS 7.0. Ultimately, decreased. This represents a positive interTouch’s decision to work with HP was system improvement, providing users with These recommendations will be influenced by a previous assessment in improved security while surfing the addressed in upcoming versions of iBIS as which HP delivered excellent results. This Internet via the interTouch network. part of interTouch’s continuous product experience resulted in interTouch turning improvement initiatives. to HP again for this evaluation. Some of the main findings of the assessment: The Security Vulnerability Assessment consisted of 2 modules: • Denial of Service (DoS) attacks: The VBN disables the connection from the • Module 1: Black Box Penetration Testing source IP when TCP connections exceed (External) 80,000 TCPs/second. An external assessment was performed to • Unauthorized access to file and mimic the behaviour of a malicious database servers: Not possible without hacker attempting to penetrate the system valid access credentials as TCP ports from the Internet. In this instance, a are filtered and protected by the

64 / Hotel SMARTreport • October 2007 – April 2008 www.cleverdis.com