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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 1/10/07 15:29 Page 1 SMARTreport THE ULTIMATE SOURCE BOOK FOR HOTEL TECHNOLOGIES 03 Tracking Emerging Technology 37 COMMUNICATION TECHNOLOGIES Interview with Douglas Rice – HTNG 06 Knowing The Guest 38 IP PABX: Stepping into the Future Interview with Nick Price – Mandarin Oriental A White Paper by Percipia, Inc. Hotel Group 43 Virtual Private Networks 09 When Hotels Lead the Way 44 Wireless Phones for Staff – a Key to Improved Interview with Fraser Hickox – Peninsula Group Service 45 No New Wires! 46 Communication (and other) Technologies that will 13 IN-ROOM ENTERTAINMENT impact hotel operations in the future 14 Pacific Media Predicts Rapid Growth for Hospitality HDTV Sales 47 IN HOUSE AUTOMATION 15 The TV of the Future 15 Internet TV ‘Gold Rush’ 48 Enlightening ideas 16 Deuromedia Interactive Platform Interview with Markus Hiebeler – Deuromedia 17 Licence to Screen 19 MCOM – First to offer a VC-1/MPEG4 IPTV 49 DIGITAL SIGNAGE & CUSTOM TV platform with a VOD multilingual subtitling service to the hospitality industry... 50 "…It's pure marketing, but with an emotional Interview with Costas Sakellariou – Media dimension…" Communications Interview with Betty Castaldi – Idylle Production 20 Convergence – In Room Centric Trends in Hotel Technologies – The vision of a market leader 22 Meeting New Guest Entertainment Demands The Trends 53 CONFERENCE TECHNOLOGIES Interview with Ian Crabb – Quadriga Worldwide Ltd 24 Massive Roll-out for Genesis System 54 Conference Room Technologies Interview with Myron Tataryn – Quadriga Worldwide Ltd 26 CASE STUDY – A Taste of Genesis 57 RESERVATION SYSTEMS 27 Quadriga Worldwide Ltd KEY FIGURES 28 NxTV First of Kind to Earn HTNG Certification for • GDS AND PMS Guest Itinerary Display on Hotel Televisions 29 CASE STUDY – Trump International Hotel & Tower 58 Interview with Kaweh Niroomand – Micros-Fidelio – Chicago Installs Next Generation HD IP Video on EAME (Europe, Africa, Middle East) Demand Entertainment Services 60 HTNG Certification for IDeaS Revenue Optimization 31 The Shift from Pay TV Provider to Veritable “Media 61 CASE STUDY – Optimising hotel and conference Partner” center operations on one database… Interview with Tonio Fruehauf – Premiere Hotel Entertainment 32 CASE STUDY – Surprising Guests with Simplicity, Quality and Quantity (of channels) 63 SECURITY 33 One Step Beyond!!... Interview with Patrick Goubet – ArtDisplay 64 CASE STUDY – Security Evaluation and Verification 34 Strength, Security and Aesthetics by HP Strengthens interTouch Service Offering A CLEVERDIS PUBLICATION - SMARTREPORT ENGLISH Ed n°5 October 2007 65 avenue Jules Cantini - Tour Méditerranée - 13298 Marseille • France • Tel : + 33 4 42 77 46 00 • Fax : + 33 4 42 77 46 01 • E-mail : [email protected] • www.cleverdis.com • SARL capitalised at ?128,250 - VAT FR 95413604471 • RCS Marseille B 413 604 471 - 00024 • Publisher: Gérard Lefebvre ([email protected]) • Publishing Director: Jean-Guy Bienfait ([email protected]) • Editor-in-Chief: Richard Barnes ([email protected]) • Design & Page Setting: Valentina Russo ([email protected]) • Cover : © Photo: Hotel Principe di Savoia, Milan, Italy • Printing: Imprimerie Toscane (Nice, France) With the participation of: Katharina Mendel ([email protected]), Jean-François Pieri ([email protected]), Raphaël Pinot ([email protected]), Bettina Spegele ([email protected]) © CLEVERDIS 2007 - Registration of Copyright October 2007 - ISSN 1771-2815 Information presented in this publication is purely indicative in order to illustrate subjects contained therein. No guarantee can be given as to the accuracy of data or content at time of printing and thus the latter should not be used to professional or commercial ends. While all efforts have been made as to accuracy and pertinence of content and data contained in this publication, CLEVERDIS may in no case be held responsible for the consequences, whatever their nature may be, that may result from the interpretation of this data or content, or any eventual errors therein. All rights are reserved. Any reproduction of the content of this publication, even partial, by any procedure whatsoever, is strictly prohibited without the prior authorisation of the publisher. Any copy, whether by photography, photography film, magnetic tape, disc or other means constitutes a forgery, liable to punishment under French law under the legislation of 11th March 1957 covering copyright. All brands cited in this publication are registered trade marks and/or belong to companies which are their respective proprietors. The publishers and editorial staff decline all responsibilty as to opinions formulated in this publication by those interviewed or cited therein. Their opinions are entirely their own, and are included with the understanding that they contain, to our knowledge, no malicious intent. The inclusion of all texts, photographs and other documents supplied by those included in the encyclopaedia imply the acceptance by their authors of their free publication therein. Documents and photgraphs are not returned. It should be understood that this publication contains forward-looking statements that involve risks, uncertainties and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements. Risks, uncertainties and assumptions include assumptions relating to the timing of the record date. If any of these risks or uncertainties materialises or any of these assumptions proves incorrect, actual results could differ materially from the expectations outlined in these statements. Cleverdis assumes no obligation and does not intend to update these forward-looking statements during the period of publication. Photo Credits and Copyright: All Rights Reserved CONTENTS SMR_H_EU_07-ch1.qxd 1/10/07 15:29 Page 2 SMARTreport THE ULTIMATE SOURCE BOOK FOR HOTEL TECHNOLOGIES Richard BARNES Editor-in-chief Tel. +33 (0)4 42 77 46 08 E-mail: [email protected] Enhancing Guest Satisfaction Technology… and the Part it SHOULD Play… The savvy use of technology in hotels should lead to a number of positive outcomes… a win-win scenario for both hoteliers and guests… if approached the right way. The aim of this SMARTreport is not only to demystify some of the latest digital technologies and their applications in the hotel field, but also to encourage the intelligent use of these technologies in such a way that they save money and/or increase profits for the hotel, while vastly improving the guest experience. We have timed the launch of this edition to coincide with the European meeting of HTNG (Hotel Technology Next Generation) in Lausanne; a conference which truly marks the forward march of the industry world-wide and underlines a new form of understanding between hoteliers and service providers. What is extraordinary today is the extreme effort put in by some hotel groups, such as the Mandarin Oriental Group and the Peninsula Group, in beating a path through the jungle as true pioneers in the field of technology convergence. This is underlined in interviews with Nick Price of the Mandarin oriental Group and Fraser Hickox of the Peninsula Group, both of whom are true visionaries and leaders among their peers. The time given by people such as these (as well as all those who have participated in this edition) towards helping their peers and advancing the industry in general through the movement created by the HTNG is proof of their selflessness and dedication to improving guest services across the board. To this extent, Nick Price has even agreed to give his “personal touch” to each of our sections in this SMARTreport... an input which is greatly appreciated due to his astute and broad vision of industry issues. This SMARTreport is, I believe, more than ever in the spirit of Cleverdis, our mother organisation, in terms of giving a clear and unbiased view of the industry at large. The broad contribution and support shown by leading companies from all walks of technology gives it an unequalled richness and uniqueness, making it a true reference work. Again thanks to all of you who have EDITORIAL contributed to making this edition a real “keeper”! 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
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