Table of Contents HFTP International Hospitality Technology Hall of Fame 8 Inductees Talk Tech 15 2015 Inductee Profile: Michael Schubach, CHTP, CHAE A discussion of past, present and future technologies Recognized for being a go-to industry expert, supported by By Eliza Selig experience in multiple tech disciplines By Danielle Earp 14 2015 Inductee Profile: Scot Campbell. CHTP Recognized for leading the way in raising tech standards 16 Hall of Fame Inductee Gallery within hotel systems and operations Pictorial of the inductees who have received By Danielle Earp the prestigious honor 7 At HITEC, Take Time to Talk and Think Through 32 Steps to a Proper Litigation Hold Challenges Plan ahead for potential litigation with prepared guidelines An introduction from the HITEC 2015 Advisory Council Chair on preserving electronic documentation By Christina Cornwell By Daniel Vecchio and Don Scaramastra 18 Wearable Market: Initial Insights for the Hospitality 34 Building a Strong Business Case A guide to outlining a clear statement of objectives and the Industry strategies for achieving them As smart watches, glasses and other wearable technologies By Mark Haley, CHTP, ISHC go mainstream, consider current consumer perceptions and interest level 38 Meeting Together on the Technicalities By Ajay ‘AJ’ Aluri, Ph.D. Important fundamentals for building a trusted relationship between the IT and marketing teams 22 The Rise of Robotics in Hospitality By Brian Garavuso, CHTP Increased functionality and declining costs raise the appeal for service-oriented robots 40 Turn Customer Information into Valuable Guest By Galen Collins, Ph.D. Engagement To develop value-creating digital or real-world engage- 24 Are Mobile Payments (R)evolutionary? ment, consider three critical aspects of one-to-one market- The convenience of the one-size-fits-all model of mobile ing: quality data, customization and personalization payment using near field communication poses to eclipse By Robert Cole other payment options By Cristian Morosan Ph.D. and Agnes DeFranco, Ed.D., CHAE 42 Making Sense of Big Data How the industry molds the vast stores of data into useable 26 Why EMV Shouldn’t Scare Hoteliers content for customer outreach The push to shift to EMV-capable terminals is an opportunity By Sherry Marek to switch to more secure systems, including point-to-point- encryption and tokenization 45 Metamediaries: The New Frontier of Worry For By Steve Sommers Hoteliers 28 Engaging the Guest through Innovative Wi-Fi The power of the littlest screen could gain the greatest control over search parameters Technology By Loren Gray A behind-the-scenes look at Caesars Entertainment's Wi-Fi upgrade deployment, built to support guests' bandwidth demands and mobile operations By Monica Compton © Copyright 2015 by Hospitality Financial and Technology Professionals; 30 Managing With Mobile Tools Austin, Texas. All rights reserved. No part of this HITEC Special Report shall be Management utilities designed for mobile media bring the reproduced or transmitted in any form by any means, electronic or mechanical; command center out from behind the desk and immerse it including photocopying, recording or in any information or retrieval system, with- out written permission from Hospitality Financial and Technology Professionals. within the action HFTP® and HITEC® are registered service marks of Hospitality Financial and By Mark Heymann Technology Professionals. HITEC 2015 Special Report 5 HFTP SPECIAL REPORT STAFF Frank Wolfe, CAE ProLinks Executive Vice President/CEO [email protected] Webinars Eliza Selig Editor/Director of Communications [email protected] Jennifer Lee, CAE Advertising Sales / Director of Marketing ProLinks Webinars offer participants a chance [email protected] to engage and connect virtually with innova- Steven Stout, CAE Director of Meetings & Special Events tive thought leaders on the most relevant topics [email protected] to the hospitality industry. Enjoy presentations HITEC 2015 ADVISORY COUNCIL from the comfort of your own computer while Chair Christina G. Cornwell interacting not only with the speaker, but other Hilton Worldwide attendees from all over the globe. Vice Chair Richard Tudgay Omni Hotels & Resorts Jamie Christina Adams Get Started The Cliffs Scot Campbell, CHTP Caesars Entertainment Cihan Cobanoglu, CHTP, Ph.D. Visit the Membership/ProLinks section of the University of South Florida Daniel Conti, Jr., CHAE, CAM HFTP web site at www.hftp.org to view the Wyndham Grand Jupiter at Harbourside Place Mike Uwe Dickersbach, CHTP, MCP, NICE upcoming webinar schedule. Highgate Hotels Mehmet Erdem, CHTP University of Las Vegas Cindy Estis Green Kalibri Labs Archived Sessions Nelson Garrido, CHTP Interstate Hotels & Resorts Michael Levie CitizenM ProLinks Webinars are recorded and available Monika Nerger to members for viewing on demand. Archived Mandarin Oriental Hotel Group Sophie Pommois topics include e-commerce, millennial learn- Global Hotel Alliance Arlene Ramirez, CHAE, CHE, MBA, CHIA ers, green IT, Wi-Fi and more. ADR Hospitality Consulting Terence Ronson, CHTP Pertlink Limited Richard M. Siegel Hospitality Upgrade Peter William Smith, CHTP Analytical & Information Services Inc Bryan Steele The Royal Automobile Club Jerry Trieber, CPA, CHAE, CFE, CFF, CGMA Crescent Hotels and Resorts Tanya Venegas, MBA, MHM University of Houston Derek Wood Derek Wood Associates Ltd. 11709 Boulder Lane, Suite 110 • Austin, TX 78726–1832 +1 (512) 249-5333 • (800) 646-4387 • Fax +1 (512) 249-1533 www.hftp.org • www.hitec.org 6 HITEC 2015 Special Report At HITEC, Take Time to Talk and Think Through Challenges The HITEC Special Report provides thoughtful analysis on many of the technology issues on our minds With the amount of media we have at our fingertips there is a potential for information overload. We all are good at sitting down with our smart phones, tablets or laptops and wending our way through articles, links and commentary. Yes, gathering information is no problem. Then you have HITEC, which presents to you in one place an arena for an interactive experience. An experience that brings you the opportunity for thoughtful exchange. While you are at HITEC, take in the multiple sources of information on offer — keynotes, super sessions, boot camps, tech talks, industry publications, exhibi- tors — and then reply right back so you can narrow in on the specifics useful to you. This is a once-a-year event where the dialog on hospitality technology flows, don't let it pass you by. Christina Cornwell This Report is a value-added bonus that I know will give you further insight HITEC 2015 Advisory Council Chair on the industry trends you will discuss. In addition to the articles written by hospitality technology experts, we have a special feature on the inductees to the HFTP International Hospitality Technology Hall of Fame. A group of induct- ees provided insight on the industry challenges they experienced over the past four decades and where they see the industry is moving going forward. Also featured are profiles on the two 2015 inductees, much congratulations, and a gallery of all inductees. I’d like to thank the authors who have volunteered to share their knowledge within these pages, as well as the members of the Advisory Council for their assistance with this project. In particular the three council members who helped review articles, including: Cindy Estis Green; Mehmet Erdem; Ph.D., CHTP; and Tanya Venegas, MHM, MBA. While HITEC is an established event, it remains responsive to industry changes and trends, due in large part to the experienced volunteers who help plan HITEC. Thank you for continuing to make this a place where important discussion happens. Christina Cornwell is senior director of technology, APAC for Hilton Worldwide. HITEC 2015 Special Report 7 Distribution ecognized for being industry pioneers, inductees to the HFTP In- Inductees ternational Hospitality Technology Hall of Fame are the individuals Rbehind much of the hospitality industry’s technology developments. Having been active in the industry from a time when technology was almost Talk Tech nonexistent to the present where it’s a part of almost every function, we By Eliza Selig asked inductees to discuss their perspective on the industry. We talked about the challenges — old, new and ongoing — what technologies have had an impact and which will continue to bring change to the hospitality industry. A discussion of past, What follows is an insightful conversation with a group of inductees. present and future Participants include: Robert Bennett; Dave Berkus; Richard Brooks; John Burns; Fraser Hickox; Ted Horner; Jon Inge; Michael Kasavana; Douglas technology challenges Rice; Jules Sieburgh; Harbans Singh; Sal Spano and Frank Wolfe. 8 HITEC 2015 Special Report Talk Participants Robert Bennett Dave Berkus Richard Brooks, CHA John Burns, CHA, ISHC 2000 Inductee 1998 Inductee 1997 Inductee 2006 Inductee Fraser Hickox Ted Horner Jon Inge, CHTP, ISHC Michael Kasavana, Douglas Rice 2008 Inductee 2004 Inductee 2006 Inductee Ph.D, CHTP 2012 Inductee 1997 Inductee Jules Sieburgh, CHTP Harbans Singh Sal Spano, CHAE, CHA Frank Wolfe, CAE 1998 Inductee 2013 Inductee 1990 Inductee 2011 Inductee Notable IT Challenges functionality and maturity to be a truly competitive asset There is no question that change is one of the defining to hospitality managers.” And because there was not suf- features of technology, and as professionals who started ficient support for technology, it took some time for tech- in this industry over four decades ago, many of our par- nology companies to gain a foothold and stay in business ticipants went from zero to 100 percent integration. In the long enough for their product to gain acceptance. early days, if you can believe it, one of the largest hurdles Time and technology did move forward, with tech- to overcome was getting management to visualize the nology developments leading to a size reduction of benefits of technology tools. hardware — hello PCs and mobile media — and the Brooks says, “Perhaps the greatest consistent chal- improved functionality of systems.