March 5, 2013

In this issue…

People on the Move

Guest Management Systems

Reservations

Marketing / Management

Revenue Management

Sales & Catering, Meeting Planning

F&B / POS

Spa / Golf / Leisure Activities

Guest Services

Back Office

Communications / Infrastructure

Security

FEBRUARY 6 – MARCH 5, 2013

TOP O’ THE NEWS

  • Data-driven decisions are good, but not enough for effective leadership.

One of the paradoxes of living in a data-driven management world is that while we have no trouble generating enough of the stuff to drown us all, we’re never entirely sure how accurate or relevant it is, nor how to implement the decisions we base on it.
We’ve become pretty good at consolidating data from the many different management systems usually found on property, and are familiar with the advantages of integrated systems that reduce the amount of data translation between systems, but we need to remember the assumptions that are always made when data is recorded in the first place. Context is critical, as when a guest’s requested room isn’t available and the room she actually stayed in is interpreted as her preference. IT consultant Bob Lewis recalls an analysis of a print shop that identified that the most modern and fastest machine actually produced the most errors and took the longest time, which sounded problematic until someone pointed out that it was always given the most difficult jobs to do.
Peter Drucker said that one of the most important responsibilities of a manager is to know when he has enough information to act. You can always conduct more research, check in with someone else’s opinion or add ever more detailed refinements to the information you already have, but at some point it’s just noise. Gathering more of it isn’t going to increase the accuracy, and it just distracts you from the decision you need to make. Business intelligence tools can help by identifying trends amongst all the disparate data points, but then what are you going to do about it?
Sometimes it’s straightforward; this type of guest typically books that type of package at this time of year, so sending such guests a good offer at the right time is likely to be rewarding. On the other hand, even if you identify how the business patterns of the property are shifting, or why some departments are more efficient than others, you still have to decide what action to take, and how to change the way the organization operates to take advantage of it. That’s the other key responsibility of a manager; even if you have all the data in the world, you still need to set a goal and know how to lead people to change in order to achieve it.
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PEOPLE ON THE MOVE

  • André Menegazzi hired by hetras as sales manager
  • Bernard Ellis joins Infor as VP Industry Strategy – Hospitality
  • Brad Gerstner joins Board of Directors at Duetto Research
  • Tat Meng Chee appointed Regional Sales & Channel Manager for AP region at PAR Springer-Miller
  • Scott Little returns to MSI as Vice President of Operations
  • Mark Loyd promoted to Chief Strategy Officer at MSI
  • Joe Hyman joins HSMAI Americas Region Board of Directors
  • Robert Arnold joins HSMAI Digital Marketing Advisory Board
  • Don Hay named to HSMAI Americas Region Board of Directors
  • Michael Thomas hired by Swisscom Hospitality as Director of Professional Services
  • Gwen Purtell joins Swisscom Hospitality as Director of Business Development, Major Accounts
  • Martin Chua hired by ZDirect as director of sales in Asia Pacific
  • eRevMax recruits eight additional sales managers worldwide
  • Mike Kistner  named a Member of the Board of Directors at RezNext 
  • Alex Alt promoted to president and general manager at Sabre Hospitality Solutions
  • Kelli O’Dell joins The Knowland Group as National Sales Director, Professional Business Development
  • Cindy Estis Green joins Knowland’s board of directors
  • Craig Barnby joins Pegasus Solutions as vice president, product services

André Menegazzi has been hired by hetras as a sales manager. Mr. Menegazzi brings a decade of sales experience in Software-as-a-Service (SaaS) applications; he most recently sold SaaS products for brand building, digital media asset management and catalog management to international marketing organizations.
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Bernard Ellis has joined Infor as VP Industry Strategy – Hospitality. In a hospitality technology career spanning over 20 years, Mr. Ellis has served as Managing Director-Americas for Ideas (seven years), SVP Strategic Accounts and Channels for SynXis (five years) and Sr. Major Account Executive for Micros Systems (8+ years). He was most recently a consultant for d2o.
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Brad Gerstner has joined the Board of Directors at revenue management vendor Duetto Research.  Mr. Gerstner is Chief Executive of Altimeter Capital Management, a Boston-based investment firm. He was earlier Vice President at PAR Capital Management and Co-CEO of National Leisure Group.
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Tat Meng Chee has been appointed Regional Sales & Channel Manager for the Asia Pacific region at PAR Springer-Miller Systems.  Mr. Chee brings an extensive background in hospitality and technology, most recently as Director, Hospitality Practice, Asia & Australia with 3D Networks. His background includes positions with various technology and hotel companies in Asia Pacific including Avaya, FCS Computer Systems, Pan Pacific and several independent hotel properties in Kuala Lumpur.
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Scott Little has returned to Multi-Systems, Inc. (MSI) as Vice President of Operations.  Most recently Director of Operations at LMG Data Mining, Mr. Little previously worked at MSI for nine years from 1991 to 2000, managing the customer support center and holding senior positions in Product Management, Quality Assurance and Product Development.  He had earlier served in management roles with the Sheraton Phoenix Airport and the Scottsdale Plaza Resort.
Mark Loyd has been promoted to Chief Strategy Officer at Multi-Systems, Inc. (MSI). Formerly Senior VP of Strategic Product Development, Mr. Loyd joined MSI in 2011 when it acquired REMco Software, of which he had been President.
**
Vizergy President and CEO Joe Hyman has joined the HSMAI Americas Region Board of Directors. Mr. Hyman previously served on the HSMAI Digital Marketing Advisory Board for two years, and sat on the subcommittee that developed the HSMAI Certified Hospitality Digital Marketer (CHDM) certification.  He has been named one of HSMAI’s top 25 Minds of Hospitality Sales and Marketing.
Vizergy Vice President of Sales Robert Arnold has joined the HSMAI Digital Marketing Advisory Board. Mr. Arnold brings over 20 years of experience in the hotel Internet marketing industry, including senior leadership positions at TIG Global, TravelCLICK, and Wyndham Hotels and Resorts.
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Don Hay, Chief Executive Officer of Digital Alchemy, has been named to the 2013 Hospitality Sales and Marketing Association International (HSMAI) Americas Region Board of Directors. Mr. Hay’s background combines 20+ years of hospitality industry experience and 35 years of technical expertise.
**
Michael Thomas has been hired by Swisscom Hospitality as Director of Professional Services. Mr. Thomas brings many years of engineering and operations experience, including more than ten years with IBAHN in progressively senior positions including Director of Americas Field Services and Director of Technical Operations.  He earlier served in various engineering and technical disciplines at MCI Worldcom.
Gwen Purtell is joining Swisscom Hospitality as a Director of Business Development, Major Accounts. Ms. Purtell began her career in hospitality sales management with Interstate Hotels & Resorts and later with Starwood.  She joined IBAHN in 2000 as a strategic account executive and was most recently Director of Major Accounts.
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Martin Chua has been hired by ZDirect as director of sales in the Asia Pacific region, and will be based in its new office in Singapore. Mr. Chua most recently served as vice president of business development (Asia) for iBAHN Singapore Private Limited, and earlier with interTouch Pte Limited as sales director – South East Asia and Fastbooking Asia Pte Limited as vice president, business development. He has also worked for several Asia hotel chains, including as regional director of sales and marketing for Carlton Hotels, regional director of sales – Singapore for Century International Hotels and regional director of sales for Sol Melia Asia Pacific, and has held sales positions with Albert Court Hotel and Concorde Hotel Singapore/Concorde Hotels.
**
eRevMax has recruited eight additional sales managers worldwide:
– Hicham Diab will cover the Middle East. Most recently having represented RateGain and Globres, he also brings a background in front office management at Golden Tulip, Starwood Hotels and revenue management at Emaar Hospitality Group in Dubai.
– Alex Moura, based in Brazil, has over 15 years of experience in travel sales and purchasing.
– Patrick Eger, based in Thailand, is a former senior sales manager for Best Western International and Sofitel.
– Clinton Du Toit will cover South Africa. He brings over 16 years’ hotel experience as a former hotel General Manager with The Bantry Bay Luxury Suites, Newmark Hotels.
– Rose Adegite will focus on the USA West Coast and Canada, and has experience in revenue management, hotel sales, and front office management in hotel, resort and casino properties, including The Stanley Hotel, Rock Hotel and Casino Albuquerque and Sandia Resort & Casino.
– Olivia Robinson will cover the East Coast and Mid-West regions of the USA; she was most recently an online travel site sales representative with Bookit.com and booking.com.
– Audley Sommers will focus on the UK, and is a former sales manager at Eviivo Ltd, a hospitality software vendor.
– Alina Wysokowsky will cover Germanu from Berlin.
**
Mike Kistner has been named a Member of the Board of Directors at RezNext in Bangalore, India. Mr. Kistner brings over 25 years of experience in the hospitality industry, most recently as Chairman of the Board and Chief Executive Officer of Pegasus Solutions. He was earlier CIO and Senior Vice President e-Commerce, at Best Western International and served in various senior positions at Cendant, now Wyndham Hotels.
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Alex Alt has been promoted to president and general manager at Sabre Hospitality Solutions, effective April; he replaces Felix Laboy.  Mr. Alt joined Sabre in April 2012 as chief operating officer for Sabre Hospitality; he was previously senior vice president of global development and strategy at Rosewood Hotels and Resorts and was earlier a senior engagement manager at McKinsey & Company.
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Kelli O’Dell has joined The Knowland Group as a National Sales Director, Professional Business Development. Ms. O’Dell brings more than 20 years of hospitality sales and marketing experience, most recently as National Sales Manager for the Krisam Group, Senior Sales Manager for an Interstate Hotels & Resorts portfolio with over 200 properties, and Director of Sales with Affiliated Hotels & Resorts. She was earlier Director of Sales in several Washington, DC metro area hotels.
Cindy Estis Green has joined Knowland’s board of directors. In a career spanning thirty-five years in the hospitality industry, Ms. Estis Green served four years in a marketing role at the National Restaurant Association, seven years with Hilton International as head of corporate marketing information systems and research and as a general manager in two full-service properties. She also founded and was CEO of Driving Revenue, a dating mining and analytics hospitality firm that was later acquired by Pegasus Solutions, and most recently is co-founder and President of Calibrate Labs (***CHECK***).
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Craig Barnby has joined Pegasus Solutions as vice president, product services; he was most recently director, hospitality solutions architect for Orbitz Worldwide and earlier served as senior product manager for Cendant Travel Distribution Services. Mr. Barnby started his 19-year career in hospitality services at Hyatt Hotels and Resorts in roles in sales, customer service and account management.
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GUEST MANAGEMENT SYSTEMS

  • Aducco Hotels in Romania standardizes on hetras
  • Stare Miasto, Krakow, Poland, selects hetras
  • Legacy Hotel, Louisville, KY relocates Maestro GMS to cloud
  • Northern Hotel, Billings, MT picks Maestro GMS in cloud-based configuration
  • The Ascott Limited implements protel’s MPE chain-wide through Xn Hotel Systems
  • Dolce’s Aspen Meadows Resort implements first beta of MICROS’ OPERA 9 Front Desk Mobile

Aducco Hotels in Romania has standardized on hetras’ cloud-based Hotel Management Software, starting with the Aducco Silver Mountain Apart Hotel & Spa in Poiana Brasov.
Stare Miasto, in Krakow, Poland, has selected hetras, replacing an earlier cloud-based system. Stare Miasto will use the hetras channel manager as well as interfaces to POS, PBX, Keycard system and payment systems.
hetras is now installed in properties in ten countries.
(www.aducco.ro, www.stare-miasto.pl, www.hetras.com)
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The Legacy Hotel in Louisville, Kentucky has relocated its Northwind Maestro GMS onto a cloud-based configuration, hosted by Northwind.
The Northern Hotel in Billings, Montana has selected Northwind’s Maestro GMS, and will implement it in a cloud-based configuration hosted by Northwind.
(www.maestropms.com)
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Singapore-based The Ascott Limited has implemented protel’s Multi-Property Edition (MPE) guest management system through Xn Hotel Systems. The implementation covered Ascott’s 22,000+ units in Asia Pacific, Europe and the Gulf region, across all three brands (Ascott, Citadines and Somerset), and was completed in just over eight months, averaging 14 properties per month. Ascott is the first serviced residence company to implement this system on a global scale. (www.the-ascott.com, www.xnhotels.com, www.protel.net)
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Dolce Hotels & Resorts has implemented the first beta installation of MICROS Systems’ OPERA 9 Front Desk Mobile, at its Aspen Meadows Resort; the resort to uses the new module on an iPad to check-in and check-out guests, organize housekeeping activities and create task sheets. Dolce plans to deploy OPERA 9 Front Desk Mobile at several other properties in the first half of 2013. The Aspen Meadows Resort uses it on an iPad to check in guests at the baggage claim area of the local airport; all guest reservations are pre-keyed, so the agent takes the keys to the airport to give to the arriving guests, allowing them to bypass the front desk and go directly to their rooms.  The Resort will add OPERA 9 Mobile’s Housekeeping Task Companion during the next phase of the beta; this determines which rooms to clean next based on factors such as if the room is in backlog, the anticipated arrival time of the guest, how many guests will occupy the room and when the current guests will check out. (www.aspenmeadows.com, www.dolce.com, www.micros.com)
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RESERVATIONS

  • MICROS releases interface to Google applications
  • Mobile Media Applications and Protel release Ustay+ mobile booking app for Micros’ Fidelio Suite 8
  • Hotel Chinzanso Tokyo switches to Pegasus Solutions for global distribution and sales support

MICROS Systems has released a certified interface to Google applications, developed for Louvre Hotels Group’s Premiere Classe, Kyriad and Campanile brands.  The interface allows Louvre to display real-time price and availability information next to its hotel listings in Google search results, Google Maps and Places pages, and Google Hotel Finder.
Mobile Media Applications, in conjunction with Micros distributor Protel, has developed Ustay+, a fully integrated native mobile booking app for Micros’ Fidelio Suite 8. Protel constructed a secure API (Application Programming Interface) for communications between Fidelio Suite 8 and the mobile application, which provides real time inventory access, booking and confirmations, analytics tracking and reporting, and user-specific marketing campaigns based on the demographics stored in the GMS. The app comes in multiple languages, and is available for both iPhone and Android smartphones.
(www.mobilemediaapplications.com)
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The Hotel Chinzanso Tokyo (former the Four Seasons Hotel Tokyo at Chinzanso) has switched to Pegasus Solutions for global distribution and sales support following its rebranding on January 1. The 260-room hotel is situated among 17 acres of traditional gardens in Tokyo. (hotel-chinzanso-tokyo.com, www.pegs.com)
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MARKETING / MANAGEMENT

  • Serenata now provides Nor1’s end-to-end upsell platform as part of @mail e-mail marketing service
  • Louvre Hotels Group implementing Nor1 at all current and future hotels
  • Loews Hotels & Resorts adds Nor1 at all 19 properties
  • TravelClick receives eight Adrian Awards
  • Digital Alchemy announces B&B eCRM
  • Lodging Interactive creates Facebook Widget to link comments from hotel website to its Facebook page
  • Lodging Interactive announces eNewsletter monthly newsletter service
  • First Hospitality Group installs ProfitSword’s Financial Suite and ProfitPlan across 30 sites
  • Newmarket now resells New Media Hospitality’s marketing services
  • Amsterdam Hospitality picks Guestfolio to manage pre- and post-stay communications with guests
  • CoCo Key Hotel and Water Resort implements Flip.to
  • Richfield Hospitality picks Vizergy for digital marketing
  • Milestone Internet Marketing receives three Adrian Awards

Serenata IntraWare can now provide Nor1’s end-to-end upsell platform as part of its e-mail marketing service @mail, which lets hotels handle customer communications directly from the CRS, PMS, Sales or SPA system with a variety of HTML email templates.
Louvre Hotels Group is implementing Nor1’s upsell platform at all current and future hotels. The roll-out includes Nor1’s eStandby Upgrade and FrontDesk Upsell, starting with Golden Tulip, Royal Tulip and Tulip Inn properties. The Kyriad and Campanile properties will be implemented as a second phase, with a stronger emphasis on the FrontDesk Upsell solution.
Loews Hotels & Resorts is integrating Nor1’s eStandby Upgrade and FrontDesk Upsell services at its 19 properties.
(www.louvre-hotels.com, www.loewshotels.com, www.serenata.com, www.nor1.com)
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TravelClick has received eight Adrian Awards for excellence in digital marketing:
– Gold
– The Signature at MGM Grand (GDS Campaign)
– Hilton Malta Summer Contest (Social Media Campaign)
– Silver
– Royal Group (Website)
– Kenzi Group (Website)
– Crown Hotels (Website)
– The Westin Leipzig (Website)
– Bronze
– The Strand Hotel (Website)
– The Umstead Hotel and Spa (Website)
(www.travelclick.com)
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Digital Alchemy has announced B&B eCRM, the latest addition to its Nexus CRM engine designed for the B&B and inn industry, where properties typically use systems with no interface capability or no system at all. Based on Digital Alchemy’ eRelationship system, the new B&B eCRM service sends confirmations, pre-arrival marketing, day-of-arrival messaging, thank-you notes, electronic surveys and bounce-back emails to guests. (www.Data2Gold.com)
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Lodging Interactive has created a Facebook Widget for its online Guest Review System that links comments from the hotel’s website to its Facebook page in real time. The widget enables potential guests to read guest reviews on Facebook and allows past guests to leave reviews directly on Facebook.
Lodging Interactive has announced eNewsletter, a turnkey email monthly newsletter service for hotels that includes professional copywriting, creative design, email list management, distribution and analytics reporting.  The hotel’s email database is uploaded into Lodging Interactive’s servers and managed on the hotel’s behalf.
(www.LodgingInteractive.com)
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First Hospitality Group has installed ProfitSword’s Financial Suite and ProfitPlan Business & Marketing Plan throughout its portfolio of hotels, which covers over 16 brands and 30 properties throughout the Midwest. (www.fhginc.com, www.profitsword.com)
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Newmarket International is now offering its customers New Media Hospitality’s range of marketing services, which include traditional interactive services, campaign management, advanced email marketing, creative design and database management.  (newmediahospitality.com, www.newmarketinc.com)
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New York City’s Amsterdam Hospitality has chosen Guestfolio to manage pre- and post-stay communications with its guests.  (www.amsterdamhospitality.com, www.guestfolio.com)
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The 391-room CoCo Key Hotel and Water Resort in Orlando, Florida has implemented Flip.to to reward guests who promote their bookings at the property. (www.cocokeyorlando.com, www.flip.to)
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Richfield Hospitality has named Vizergy as its digital marketing provider, and will move its entire hotel portfolio to Vizergy’s cloud-based Hotel Web Management Platform. (www.richfield.com, www.vizergy.com)
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Milestone Internet Marketing has received three Adrian Awards for excellence in hotel website design, Internet marketing, and social media strategies:
– Gold: Velas Weddings Search & Social Media Campaign
– SilverGreystone Hotels Facebook Contest Campaign
– Bronze: Wyndham Irvine Hotel Website Design and Marketing
(www.milestoneinternet.com)
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REVENUE MANAGEMENT

  • JJW Hotels picks eRevMax’s RateTiger for 23 hotels
  • Louvre Hotel Group picks RateTiger’s enterprise connectivity for Premiere Class, Campanile and Kyriad brands
  • Zanadu selects SiteMinder’s Room Distribution Exchange
  • PPHE Hotel Group signs with IDeaS for art’otel and Park Plaza Hotels & Resorts portfolios

JJW Hotels has selected eRevMax’s RateTiger as the preferred channel manager for 23 of its European hotels.
Louvre Hotel Group has selected RateTiger’s enterprise connectivity software to implement two-way connectivity with the MICROS Opera ORS reservation system for its Premiere Class, Campanile and Kyriad brands. Louvre Hotels will continue using RateTiger’s Channel Manager to meet regional and local distribution requirements.
(www.louvre-hotels.com, www.erevmax.com)
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China’s invitation-only travel site, Zanadu, has selected SiteMinder’s Room Distribution Exchange (RDX) to provide direct access to leading hotel reservation systems around the world. Zanadu is used by affluent Chinese travelers who are invited to join the site’s membership; its traveling correspondents visit and vet luxury hotels around the world to be added to its selection of properties. (www.zanadu.cn, www.rdxglobal.com)
**
The PPHE Hotel Group has signed with IDeaS Revenue Solutions for revenue management services for its art’otel and Park Plaza Hotels & Resorts portfolio. After a pilot test of IDeaS Revenue Management System at its 1,019 Park Plaza Westminster Bridge London property, PPHE has deployed IDeaS RMS at another five properties – Park Plaza Victoria Amsterdam, Park Plaza Amsterdam Airport, Park Plaza Victoria London, Park Plaza Riverbank London and art’otel cologne. The group is alos pilot testing IDeaS’ Pricing System at its Park Plaza Sherlock Holmes hotel in London. (www.pphe.com, www.ideas.com)
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SALES & CATERING, MEETING PLANNING

  • Lanyon releases integration with Salesforce.com
  • Hyatt Regency Santa Clara  contracts with Blue Jeans Network for HD video conferencing
  • Westin Harbour Castle deploys ElevenBC Mac computers for guest use in lobby
  • Hotel Minneapolis deploys ElevenBC for Mac in business center
  • TTI Technologies International appoints Aero Information Technology as reseller in Spain
  • Presidian Hotels and Resorts installs hotel SalesPro throughout portfolio
  • hotel SystemsPro enhances hotel SalesPro Mobile
  • The Knowland Group announces new product features for mobile platform
  • Newmarket announces latest editions of Delphi 2013 and Delphi+, featuring N2GO mobile app 
  • Colwen Hotels  to deploy Delphi.fdc across 23 properties
  • Las Vegas Sands  deploying QuickMobile’s SnapApp

Lanyon has released a standard integration between its Hospitality Lead Management/RFP solution and Salesforce.com, ensuring that sensitive commercial data captured during the RFP processes can be automatically moved to the appropriate location inside each chain’s CRM.  The integration was developed for the Carlson Rezidor Hotel Group (www.carlsonrezidor.com, www.lanyon.com)
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The Hyatt Regency Santa Clara has contracted with Blue Jeans Network for high-definition (HD) interoperable video conferencing services, and is testing Apple TVs, phone-charging stations and a text-based mobile concierge service.  Hotel guests and local businesses can use a new video conferencing booth in the hotel lobby; guests can also access the Blue Jeans video conferencing service via tablet computers and/or laptops in guest rooms.
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The 977-room Westin Harbour Castle has deployed ElevenBC Mac computers for guest use, moving this service from the business center to the lobby and implementing bill-to-room capabilities.
The 222-room Hotel Minneapolis has deployed the ElevenBC for Mac guest computing service in its business center, which includes a communal table with five iMac computers running ElevenBC software.
(www.westinharbourcastletoronto.com, www.thehotelminneapolis.com, www.elevenwireless.com)
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TTI Technologies International has appointed Aero Information Technology, LLC as its reseller in Spain. (www.sulcus.es, www.ttitel.com)
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Presidian Hotels and Resorts has installed hotel SystemsPro’s hotel SalesPro Sales and Catering System throughout its portfolio, which includes properties under Hilton, Starwood, Marriott and IHG brands, as well as independent luxury hotels under the Preferred Hotel Group portfolio.
hotel SystemsPro has announced new enhancements to its hotel SalesPro Mobile Sales and Catering software, including the ability for smartphone and tablet users to view mobile GRC and function diaries for in-house group and event activity for any day.
(presidian.com, www.hotelsystemspro.com)
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The Knowland Group has announced new product features for its mobile platform, including checking rates, dates and space on a smartphone and displaying multi-property dashboards on a tablet. (www.knowlandgroup.com)
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Newmarket International announced the upcoming Spring 2013 release of the latest editions of the Delphi sales and catering application, Delphi 2013 and Delphi+, each featuring the Newmarket N2GO mobile app.
– Delphi 2013, built on the existing Delphi 9.5.3 data structure, includes new features related to mobile including N2GO and HotSOS for event service optimization, and will provide support for SQL 2012 and Windows Server 2012.
– Delphi+, based on the existing Delphi 9.6 data structure, adds significantly enhanced catering functionality, new workflows and advanced reporting, including edited event order output utilizing MS-Word, simplified multi-event creation and editing, cost control for menus/items, enhanced availability screens, improved workflows for creating and managing event orders, advanced revision tracking and distribution workflows and updated diagrams integration.
– N2GO provides access to Delphi functionality such as account and contact lookup, activity creation, space check, and reservations from a mobile device.
New Hampshire-based Colwen Hotels has signed with Newmarket to deploy the Delphi.fdc Hospitality Relationship Management (HRM) system across its portfolio of 23 Marriott, Hilton and independent properties.
(www.colwenhotels.com, www.newmarketinc.com)
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The Las Vegas Sands is deploying QuickMobile’s SnapApp across all of its properties in Las Vegas, Macao, Pennsylvania and Singapore in February 2013. SnapApp will allow Las Vegas Sands staff to develop custom event apps for event customers, based on branded master apps for each of Las Vegas Sands’ four regions and using 30+ built-in functions such as in-app messaging, exhibitor and speaker profiles, photo galleries and social media. SnapApp technology also includes security, privacy and access settings, and the ability to select mobile device platforms for each event. Venue customers and event attendees only have to download the Las Vegas Sands master app for each property once as new customer event apps will be accessed from inside the master app using a special PIN or QR Code.
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F&B/POINT OF SALE

  • Kirkwood Mountain Resort selects Agilysys’ InfoGenesis POS
  • Galla POS develops platform for tablet-enabled menus and billing
  • Capton announces enhanced reporting and analytics
  • InterContinental Hotels Group selects MICROS’ Simphony Enterprise POS for 61 UK hotels
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The Kirkwood Mountain Resort in Kirkwood, California, has selected Agilysys’ InfoGenesis POS system for its dining operations, which consist of several quick-serve restaurants, two casual dining locations and a small grocery store. The property is owned and managed by Vail Resorts. (www.kirkwood.com, www.agilysys.com)
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Hyderabad-based start-up Galla POS has developed a platform for tablet-enabled menus and billing and is in talks with an Indian mobile handset maker and some Chinese vendors for the hardware (tablets) for embedding its software. customers can place orders using the tablets; credit and debit cards can be swiped on a small dongle that sits on the tablet, while the bill is printed on a wireless printer. (www.gallapos.com)
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Capton announced enhanced reporting and analytics, with a web interface presenting operational and financial data in a graphical format. (www.captoninc.com)
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InterContinental Hotels Group (IHG) has selected MICROS Systems’ cloud-based Simphony Enterprise Solution, hosted in MICROS’s datacenters, as its next generation point-of-service system for 61 UK hotels. IHG has been a MICROS customer for many years. (www.ihg.com, www.micros.com)
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SPA/GOLF/LEISURE ACTIVITIES

  • PAR Springer-Miller adds seamless integration with Digital Alchemy to SpaSoft

PAR Springer-Miller has added seamless integration with Digital Alchemy to its SpaSoft Spa and Activity Management System. By pulling guest data automatically and directly from SpaSoft, Digital Alchemy allows spas to customize pre- and post-stay communications, including confirmation emails and amenity upselling as well as post-visit satisfaction feedback features. Messaging can be tailored based on the services booked, day of week, guest history and more. (www.Data2Gold.com, www.springermiller.com)
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GUEST SERVICES

  • Quadriga’s Personal Media Network mobile application wins HTNG’s “Most Innovative Technology Award 2012?
  • Jupiter Hotels upgrading Quadriga Genesis to offer tiered-bandwidth guest WiFi in all 26 properties
  • Electric Mirror introduces Vive Bluetooth-enabled mirror
  • Intelity expands ICE to include 35 guest services and to offer 35 integrations with other management applications
  • Four Seasons Hotel Los Angeles at Beverly Hills releases ICE-based app for guests’ mobile devices
  • FCS Computer Systems adds OpenWays integration to i-Guest self-service mobile application
  • TeleAdapt  launches new MediaHub SL Desktop connectivity panel
  • Borgata Hotel Casino & Spa, Atlantic City, first USA casino to offer in-room gambling over guestroom TV
  • Preferred Hotel Group names SmarTV Company to Alliance Partner Program
  • Sama-Sama Hotel Kuala Lumpur International Airport installs Bartech’s minibars in 442 guestrooms
  • Holiday Inn Express Kennedy Airport installs Flyte Systems’ FlyteBoard
  • May Fair hotel in London implements Cardola’s VirtualHotel app on iPads in each room

Quadriga’s Personal Media Network mobile application won HTNG’s “Most Innovative Technology Award 2012? at HTNG’s North American conference. The PMN synchronizes the television, guest phones and tablets, and the various forms of content (device-stored, STB-based, subscription-based) into a single application to create a unified network of entertainment services viewable anywhere throughout the hotel WiFi environment on any device.
Jupiter Hotels is upgrading its Quadriga Genesis guest Internet and entertainment system to offer tiered-bandwidth guest WiFi in all 26 of its UK properties. The upgrade also includes a new branded user interface and additional guest services, including news, weather and a guest directory.
Hotel Mancino 12 Roma has selected Quadriga for guest Internet connectivity throughout the property, including WiFi throughout the hotel and Wired Internet connectivity in all rooms with tiered bandwidth services.
(www.htng.org, www.jupiterhotels.co.uk, www.hotelmancino12.com, www.quadriga.com)
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Electric Mirror has introduced its Vive Bluetooth-enabled mirror, allowing guests to connect their mobile devices to the mirror to stream music, news or radio feeds. (www.electricmirror.com)
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Intelity has expanded its ICE application to include 35 guest services and to offer 35 integrations with other management applications. The latter now include:
– seven guest management systems (Cenium, Epitome, Focus, Galaxy, Micros Opera, OnQ, Protel)
– six POS systems (InfoGenesis, HSI, Micros 3700, Micros 9700, Micros Simphony, Aloha)
– three spa management systems (Book4Time, ResortSuite, SpaSoft)
– three room control systems (AMX, INNCOM, Proprietary Systems)
– five guest ticket systems (Guestware, Hotel Expert, Jaybee SmartButler, Mtech HotSOS, Royal Service)
– five TV systems (Enseo, GuestTek, iBahn, Pure HD, Samsung Hospitality)
– two print applications (AirPrint (iOS), PrinterOn)
– one Loyalty Program (HiltonHonors)
– plus Epicure, NEC Telephony, and OpenWays.
The Four Seasons Hotel Los Angeles at Beverly Hills has released an Intelity ICE-based virtual concierge app for downloading to guests’ mobile devices. The property deployed ICE Touch on iPad2 tablets in all 285 guestrooms in 2011.
(www.fourseasons.com/losangeles/, www.intelitycorp.com)
**
FCS Computer Systems has added OpenWays integration to its i-Guest self-service mobile application, which also allows users to access hotel information, room reservation details, local attractions, restaurants, and other amenities. Travelers who opt to use Mobile Key press an “unlock” button in i-Guest to receive a virtual room key to unlock the room door. (www.OpenWays.com, www.fcscs.com)
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TeleAdapt has launched its new MediaHub SL Desktop connectivity panel, which includes audio/video connections for guests to watch their Netflix movies, listen to their iTunes playlists or enjoy other content (including high definition video) from their mobile device on the in-room TV.  The MediaHub SL also provides a high-current USB power for charging. (www.teleadapt.com)
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The Borgata Hotel Casino & Spa in Atlantic City, N.J., claims to be the first casino in the USA offering in-room gambling over guestroom TV services. Its E-Casino program allows guests with player’s cards to set up electronic accounts configured to gamble up to $2,500 per day; the first games being offered include slots and four kinds of video poker. The system is under a 90-day trial period by the New Jersey Division of Gaming Enforcement. Borgata officials stated that this technology could be expanded to offer gambling over hand-held devices used anywhere on the casino’s property, a service New Jersey recently authorized.
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The Preferred Hotel Group has named the SmarTV Company to its Alliance Partner Program. Through 2017 SmarTV will be the exclusive provider of in-room technology for member hotels in North America, and an approved vendor for its global member portfolio.  SmarTV’s GuestSmarTV platform includes Free to Guest (FTG) and IPTV services, room control, automation through the TV remote, tablet and/or guest mobile device, and other in-room technology services. It also provides VoIP touch-screen phones, dedicated tablets and remotes, mobile applications, integration with back-end systems and management and reporting tools. (www.PreferredHotelGroup.com, www.getsmartv.com)
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The Sama-Sama Hotel Kuala Lumpur International Airport has installed Bartech’s fully automatic minibars in all 442 guestrooms. The minibars are fitted with custom glass doors and communicate over an Ethernet network. Sama-Sama Hotel will also implement eTrays in its 100 suites and executive rooms. (www.samasamahotels.com, www.bartech.com)
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The Holiday Inn Express Kennedy Airport (JFK) in Jamaica, New York has installed Flyte Systems’ FlyteBoard airport flight display with AccuWeather national radar information. (www.hiexpress.com, www.flytesystems.com)
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The 18-room May Fair hotel in London has implemented Cardola’s VirtualHotel app on iPads in each room. Guests can use the application to make restaurant reservations, book spa treatments and request services such as room service, wake up calls, extra pillows or a toothbrush. Links to external websites are also provided, including airport check-in services, local weather forecasts and social networking sites, with a “Londonguide” and map of the local area. The software was originally developed by Dutch-based MC Hotels for its own properties. (www.themayfairsuites.co.uk, www.cardola.com)
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BACK OFFICE

  • HTNG announces Secure Payments Framework for Hospitality
  • InterContinental Buckhead Atlanta installs InvoTech Systems’ UHF-RFID Linen System
  • Aptech announces orders from four hotel companies representing 17 properties
  • BCD Travel lets a company’s preferred suppliers establish automated feeds into Taxeo for VAT recovery

Hotel Technology Next Generation (HTNG) has announced its Secure Payments Framework for Hospitality, a collaborative effort to improve payment card security across the industry and greatly reduce the cost and complexity for hotels in satisfying Payment Card Industry Data Security Standards (PCI-DSS).  Due to the critical impact of payment card information theft, HTNG is making this Framework document available to all interested parties throughout the hospitality industry and its suppliers regardless of HTNG membership.  Several PCI-qualified security assessors (QSAs) in North America and Europe have confirmed that the Framework incorporates known best practices, and — when properly and fully implemented — can remove hotel systems from the scope of PCI validation requirements.
The HTNG Secure Payments Framework for Hospitality supports all known variations of tokenization, incorporates emerging payment card industry approaches for card capture (e.g. swipe devices) based on point-to-point encryption (P2PE) and resolves existing challenges that include:
– Accepting third-party reservations containing payment card information without exposing at least one hotel system (and often many) to sensitive card data
– Allowing customers to provide payment card data during voice reservation transactions without exposing the agent, call center system, or call recording systems to PCI scope
– Allowing unrelated business entities (e.g. brands, franchisees, OTAs) to send reservations with payment card data without exposing either party’s systems to sensitive card data, and without requiring the parties to use the same security approach, tokenization provider, or payment gateway
– Accepting payment card data through hotel web sites without bringing any hotel systems into the PCI scope
– Accepting information submitted by customers through e-mail, fax, or document upload (e.g. meeting planner spreadsheet) without exposing hotel systems to PCI scope
– Supporting research of credit card transactions by hotel staff, such as for dispute investigation, without bringing hotel systems or networks into PCI scope.
The Framework specifies the need for new payment products and services to meet certain unique requirements of the industry.  Several hotel companies have begun discussions with their payment service providers and systems suppliers to develop products and services compatible with the Framework. (http://htng.org/secure-payments-framework)
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The InterContinental Buckhead Atlanta has installed InvoTech Systems’ UHF-RFID Linen System in conjunction with the T-Y Group, which provided 20,500 pre-tagged linen items. (www.intercontinental.com,  www.invotech.com)
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Aptech Computer Systems has announced orders from four hotel companies representing 17 properties for its financial applications, including the Alps Group Inc., Magnolia Hospitality Group, Gemini Real Estate Advisors (7 properties) and the Acqualina Resort & Spa in Sunny Isles, Florida. Aptech will provide remote-hosting services for Gemini (for ASP Execuvue, Targetvue, and Profitvue), Magnolia (Profitvue Back Office Accounting), Acqualina Resort and Spa, and Alps Group. ( www.aptech-inc.com)
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Corporate travel management company BCD Travel and France-based Taxeo have launched an automated VAT reclaim service. Value-added tax (VAT) is used in Europe, Canada, Japan and Australia and is intended to apply only to national businesses. However, because VAT is applied at the point of sale and non-residents must use a time-consuming process to file for a refund, a company’s VAT expenses must be fairly large to justify paying staff or a third party to manage reclaim, and so many simply write it off. Even for those pursuing VAT reclaims, 40 percent of typical T&E invoices supplied by vendors are non-compliant with reclaim rules. Taxeo provides travelers with an identification number to present to suppliers when settling their account; the suppliers use the I.D. to route VAT-required data directly to Taxeo for processing. BCD Travel now lets a company’s preferred suppliers establish an automated feed into Taxeo to capture all the invoice data required for full VAT-compliance, allowing more claims to be processed at a lower
cost. (www.bcdtravel.com, www.taxeo.com)
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COMMUNICATIONS/INFRASTRUCTURE

  • Ruckus Wireless launches dual-band concurrent ZoneFlex 7055 Wi-Fi wall switch
  • Hotel Med Park deploying Metropolis Technologies’ ProfitWatch Call Accounting system
  • Marriott certifies iBAHN under 2013 GPNS for full-service properties
  • Kempinski Hotels awarded HTNG/EHL 2012 EMEA Hotel Technology Innovators Award for deployment of Du’s Managed Hospitality solution in partnership with Reivernet

Ruckus Wireless has launched its dual-band concurrent ZoneFlex 7055 Wi-Fi wall switch, which offers simultaneous operation of 2.4 and 5 GHz 802.11n Wi-Fi along with wireless meshing in a low-profile form factor that fits into standard United States or European electrical junction boxes.  The unit offers:
– dual 802.11n (2×2:2) radios and 16 virtual WLANs (SSIDs),
– up to 600 Mbps of throughput,
– a Gigabit Ethernet uplink port
– four front-facing Fast Ethernet ports for wired connectivity for guests, IPTV systems, and other networked in-room devices such as printers, minibars and environmental control systems.
– 802.3af Power-over-Ethernet (PoE) to power devices such as a Voice over Internet Protocol (VoIP) phone, using one of its front-facing Ethernet ports.
– an additional pass-through port for direct wired connectivity for devices that need to bypass the Ethernet switch altogether or provide a guest with VLAN connectivity.
(www.ruckuswireless.com)
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The Hotel Med Park is deploying Metropolis Technologies’ ProfitWatch Call Accounting system, implemented and managed by Metropolis partner Multi-Systems (MSI). The property is located across from UC Davis Medical Center Campus; MSI provided its CloudPM guest management system. (www.hotelmedpark.com, www.metropolis.com)
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Marriott International has certified iBAHN under its 2013 Global Property Network Standards (GPNS) for WiFi and Property Management Systems, for full-service properties. Certification was achieved at iBAHN’s pilot installation at the JW Marriott Denver Cherry Creek. (www.marriott.com, www.ibahn.com)
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Kempinski Hotels was awarded the 2012 EMEA Hotel Technology Innovators Award from Hotel Technology Next Generation (HTNG) and Ecole Hôtelière de Lausanne (EHL) for the deployment of Du’s Managed Hospitality solution in partnership with Reivernet. Du’s Managed Hospitality solution in partnership with ReiverNet allows business customers to increase or decrease their bandwidth use at will, providing a cost-effective solution to bandwidth overload.
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SECURITY

  • Hotel Porta Fira Santos, Barcelona runs NFC lock pilot test using ASSA ABLOY Seos app, Vingcard Signature RFID locks and Sony Xperia T phones
  • Hotel Bristol, Vienna installs Vingcard’s Essence “invisible” door locks

The 320-room Hotel Porta Fira Santos in Barcelona implemented ASSA ABLOY’s Seos application and NFC-compatible Vingcard Signature RFID electronic door locks, along with Sony Xperia T NFC-enabled phones, to allow event staff to use their phones for room access during this year’s MobileWorld Congress in Barcelona. The trial participants, roaming from their home O2 UK operator, received digital room keys directly to their handsets, held securely in the Seos applet in the phones’ G&D NFC SIM cards. Access was then granted by touching the handset to the Signature RFID door lock reader. The Seos ecosystem consists of interoperable electromechanical locks and readers, mobile phone applications, a secure digital key delivery mechanism and a Trusted Service Manager. These elements support issuing, delivering and revoking digital keys on NFC-enabled mobile devices.
The 150-room Hotel Bristol in Vienna has installed Vingcard’s Essence door locks. Essence is a minimalist design that encases all electronic components inside the door to make the access devices practically invisible to hotel guests.
(hotelbarcelonaportafira.com/en, www.bristolvienna.com, www.vingcardelsafe.com)
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