November 17, 2010

In this issue…

People on the Move

Hospitality Management Systems


Marketing / Management

Revenue Management

Sales & Catering, Meeting Planning

Guest Services

Back Office

NOVEMBER 3 – 17, 2010


  • Major changes in the HMS landscape

Three major announcements this week confirm that we’re in the middle of a significant sea change in hospitality
management system technology. Amadeus formally announced its long-expected Amadeus Hotel Platform, which combines
central reservation, property management and global distribution systems into one fully integrated and centrally-hosted
On an even larger scale, HP licensed Pegasus’ Rezview NG reservations and networking technology, positioning it as one
of the core elements of its new travel management application. HP hasn’t even blessed it with a name yet, but intends
it to cover every aspect of travel reservations and operations across airlines, hotel companies, rail operators and
cruise lines, all in a centrally-hosted SOA environment that will plug in various other vendors’ modules as needed for
particular purposes.
Both of these offerings should hold special interest for major international hotel chains looking for a comprehensive,
centrally-hosted application supported worldwide. No disrespect to MICROS which might legitimately claim to offer this
already, but competitive products from credible vendors using current technology and architecture can only be good for
both MICROS and the industry.
At the other end of the scale, start-up vendor hetras announced that citizenM, the ultra-hip Netherlands-based chain
(why are lower-case brand names deemed to be cool when they just disappear into their surrounding text?), has made it
the standard HMS for all its current and future properties. Why is this significant? Both because citizenM is often
seen as a pioneer in using technology to provide the level of service today’s mobile travelers are looking for, in
every guest service and operational aspect, and because hetras’ management team includes Michael Heinze, Keith Gruen
and now Uli Pillau, respectively the founder of HoBooBox connectivity technology, co-founder of Fidelio and a long-
standing member of both Micros-Fidelio’s and IDeaS’ senior management teams. Nothing these folk do should be taken
Add in the other vendor migration plans I mentioned in the last newsletter, plus the new centrally-hosted product lines
either just available or to be released shortly from Agilysys, Infor SoftBrands and PAR Springer-Miller, and the
systems scenario is clearly going to change significantly over the next couple of years. It’s going to be interesting
to see how the smaller niche players adapt.
This year’s International Hotel, Motel + Restaurant Show (IHMRS) Editors’ Choice Award for Technology went to MICROS
for its iPhone application, MyStayManager. Demonstrated at the 2009 HITEC but formally introduced in February,
MyStayManager provides real-time mobile access to hotels’ OPERA systems to help guests manage the details of current
and future stays.

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  • Scott Anderson re-activates High Country Hospitality consultancy
  • ProfitSword hires Mitch Youngerman, Maureen Allen, Paul Bennie, Todd Chapuis andFrancis Ngugi
  • Uli Pillau joins hetras as Managing Director
  • Keith Watson appointed VP Corporate Product at eRevMax
  • James Filsinger hired by EZ Yield as CEO
  • Jennifer Ranno joins as VP Global Sales and Marketing
  • Mark Houser joins Roomlinx as Chief Technology Officer

30-year industry veteran Scott Anderson has re-activated his High Country Hospitality consultancy, focusing on hotel
operations, marketing and technology. He was most recently Group President of Kohler Hospitality & Real Estate, and
has held top leadership positions with Cendant, Richfield Hospitality, the Hotel Del Coronado, Callaway Gardens and
Dream Catcher, a destination club.
ProfitSword has announced the addition of five key executives to the team.
– Mitch Youngerman joins as Vice President of System
Implementations, bringing 26 years of experience with companies such as IBM, KPMG Peat Marwick, ePartners, and his own
firm, SBS Group.  For most of this period he was also a Microsoft reseller of accounting software including Microsoft
Dyamics, Solomon, Great Plains, and MAS 90/200/500.  Most recently, he was the Director of Business Systems for Hersha
– Maureen Allen has been hired as an Account Manager,
with 25-plus years experience with companies such as Fine Hotels, Kessler Collection, Davidson Hotel Company, &
Brookshire Hotels.
– Paul Bennie is the new Vice President of Account
Management, and has 21 years of hotel operations experience with hotel brands including Marriott, IHG, Choice Hotels,
Hilton and Best Western, through management companies including Milestone Hospitality Management, Hersha Hospitality
Management and, most recently, Noble Investment Group in Atlanta where he served as Senior Director of Operations
– Todd Chapuis joins as Senior Developer. He has been
a software developer for over 14 years and has developed enterprise level software for UPS, Citigroup, Arthur Andersen
and many others.
– Francis Ngugi has also been named an Account Manager.
He was most recently a Corporte Operations Analyst for Hersha Hospitality Management where he also provided
administrative support for ProfitSage. With an extensive background in financial accounting and business systems
implementation, Mr. Ngugi has worked as an Accountant in the insurance business, and served eight years working abroad
for Paris-based building materials vendor Lafarge, including as an SAP project team member for Lafarge in East Africa.
Uli Pillau has been named Managing Director at hetras GmbH in Munich, Germany. A 20-year veteran in hospitality
technology, Mr. Pillau served twelve years with IDeaS Revenue Optimization as Managing Director/EAME region. He had
earlier held senior level positions at Fidelio Software (and later Micros Fidelio) including Training Director,
Managing Director of Fidelio France and Vice President of Fidelio Major Accounts worldwide. He started his hotel
career at groups such as InterContinental, Hilton and Mövenpick.
Keith Watson has been appointed VP Corporate Product at eRevMax, based at eRevMax’s European headquarters in London.
Formerly the owner and director of SEO and Web sales vendor Internet Retail Technologies, Mr. Watson was previously a
sales manager for IDeaS Revenue Management. Earlier in his career he gained experience in online distribution and PMS
with WorldRes, Ramesys and Hotel Information Systems (HIS).
James Filsinger has been hired by EZ Yield as its Chief Executive Officer.  Most recently CEO and General Manager of
Moneydirect, a travel payment joint venture between Sabre (USA) and Amadeus IT (Spain), Mr. Filsinger has held various
positions with Sabre Holdings since 1996 including Director of Strategic Marketing and VP of New Business Ventures.
Jennifer Ranno has joined as Vice President of Global Sales and Marketing. Ms. Ranno comes to EZYield from iBahn, where she served as Vice President of Sales for the Americas, and had earlier served as Vice President of
Accounts/Americas for SynXis/Sabre Hospitality Solutions. Before joining SynXis in 2000, she held several national
sales & marketing positions, including for Westin properties in Dallas and Los Angeles, and the Dallas Convention
Mark Houser has joined Roomlinx as Chief Technology Officer. Mr. Houser brings over 23 years of experience developing
hospitality technology systems, including 17 years at Multi-Systems, Inc. (MSI) where he held various positions
culminating in Chief Operating Officer and Chief Information Officer. He had earlier served 6 years with International
Property Control Systems (IPCS) developing its customer support center and implementing sales support systems; he began
his career at Honeywell Systems supporting the design finalization and user acceptance of Honeywell’s Hotel Management

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  • citizenM Hotels contracts for hetras HMS in all current and futureproperties
  • Amadeus formally launches Amadeus Hotel Platform, integrates CRS, HMS andGDS
  • Casino Enterprise Management names MICROS winner of HOT Award in EmployeeProductivity and Efficiency
  • Agilysys launches Mobile ResNet application for LMS
  • 3 Stars Hotels’ MaxHotel in Brussels installs Ariane Systems kiosks
  • Ariane Systems debuts Allegro Online/Mobile/Kiosk check-in/out technologyapplication
  • Ariane Systems integrates Hypercom’s SmartPayments Wynid software into check-in/check-out applications

citizenM Hotels has contracted with hetras GmbH to use its hetras Hospitality Management System (HMS) in all current
and future citizenM properties; both Amsterdam properties and the CitizenM in Glasgow are now live with hetras.
Virtually all guests make their bookings online and check themselves in and out via kiosks in the hotel lobbies.
Amadeus has formally launched its Amadeus Hotel Platform, which combines central reservation, property management and
global distribution systems into one fully integrated platform. Based on open technology architecture, AHP is built
around one comprehensive database and is available as a Software as a Service. (
Casino Enterprise Management (CEM) has named MICROS Systems the winner of its inaugural Hospitality Operability
Technology (HOT) Awards in the category of Employee Productivity and Efficiency, cited for its casino operations suite
that combines business intelligence, casino point-of-sale systems and hotel property management systems.
Agilysys has launched its Mobile ResNet application for its Lodging Management System (LMS) hospitality management
system, to let guests book rooms directly via any Web-enabled smartphone as well as an iPad or iPod touch. An early
adopter is Boyd Gaming Corp., which has incorporated Mobile ResNet into its ‘B Connected Mobile’ smartphone
application. B Connected Mobile is currently available for the iPhone; Boyd is currently developing versions for
Android and BlackBerry devices. (,
Belgium-based 3 Stars Hotels’ first MaxHotel concept property in Brussels has installed Ariane Systems kiosks for
self-service check-in and check-out. All reservations for the 63-room property are pre-paid online; the kiosks provide
room keys and deliver incoming messages to hotel guests.
Ariane Systems formally debuted its Web-based Allegro Online/Mobile/Kiosk check-in/out technology application, which
will be piloted by Choice Hotels Scandinavia in the first quarter of 2011. Allegro allows hotel guests to check in and
out from their personal computer, laptop/netbook, PDA, web-enabled cell phone, iPad or a hotel kiosk; payment can be
made via credit card or PayPal account. Automatically detecting the device being used during the check-in process,
Allegro sends notifications to the guest through that same channel in the appropriate format, such as check-in
confirmation, room number, maps/directions, special offers, etc.
Ariane Systems has integrated Hypercom Corp’s SmartPayments Wynid payment software into its check-in/check-out applications. Ariane is the official SmartPayments Wynid reseller to the hospitality industry in France.
SmartPayments Wynid allows payment to be processed from a check-in/out kiosk, from a payment terminal at the front desk
or by e-payment, depending on guest preferences, and meets the latest requirements for data security (PCI-PED and PCI-

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  • HP Enterprise Services licenses Pegasus’ RezView NG as a core component of new travel system
  • The Ascott Limited selects Sabre Hospitality Solutions’ SynXis CRS
  • Scenic Hotel Group switches 14 properties to SynXis CRS
  • Las Vegas Sands implementing Travel Tripper’s RezTrip 2.0 booking engine at five properties

HP Enterprise Services has licensed Pegasus Solutions’ next generation enterprise delivery platform, RezView NG, for
use as a core component of its new travel system. To be developed in a service-oriented architecture environment, HP’s
overall platform is targeted as an “end-to-end” travel system covering airlines, hotel companies, rail operators and
cruise lines, intended to appeal to hotel operators of all sizes but particularly to tier-one, larger chains interested
in an SOA solution. The hotel-focused components are planned to include central reservation and hospitality management
modules able to help hotels manage room and non-room inventory, availability status, restrictions, pricing and policies
per property preference. (,
The Ascott Limited has selected Sabre Hospitality Solutions and its SynXis CRS for worldwide distribution for its
serviced residence properties across multiple channels. Headquartered in Singapore, Ascott operates three brands
(Ascott, Citadines and Somerset) with over 21,000 units in Asia Pacific, Europe and the Gulf region, with another
5,000+ units under development.
New Zealand’s Scenic Hotel Group recently switched 14 of its 17 properties to Sabre Hospitality Solutions’ SynXis CRS,
interfaced to the hospitality management systems at each hotel for automated delivery of reservations and other
critical property data. The group operates the Scenic Hotels and Suites, Heartland Hotels and Te Waonui brands.
Las Vegas Sands Corp. is implementing Travel Tripper’s RezTrip 2.0 booking engine at five properties: The Venetian and
The Palazzo on the Las Vegas Strip, the Marina Bay Sands in Singapore, The Venetian Macao, and Sands Bethlehem in
Pennsylvania.  RezTrip 2.0 enables guests to book up to five rooms at a time at different room rates and even for
different dates, and to e-mail in-progress reservations to co-travelers who can review or complete their bookings; it
has multi-lingual and multi-currency capabilities. (,

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  • TRAVELCLICK wins 12 WMA Web Awards for excellence in website development
  • Tepic Management Group implements UniFocus’ GUESTScope in three sites
  • AH&LA publishes new technology primer, “Creating an Accessible Web Presence for the Lodging Industry”
  • Milestone Internet Marketing receives four HSMAI Adrian Awards and three WMA Web Awards
  • Milestone Internet Marketing releases v1.3 of eBuzz Connect social media management application
  • CEM magazine’s HOT Awards names Libra OnDemand’s Hospitality Management System aswinner in Internet Services category
  • VIZERGY receives three WMA WebAwards

TRAVELCLICK has won 12 awards for excellence in website development in the Web Marketing Association’s 2010
International WebAwards competition, including Best Hotel and Lodging Website, three Outstanding Website and eight
Standard of Excellence awards. Highest honors went to its site for the Harbour Grand Kowloon Hotel in Hong Kong.
Canada’s Tepic Management Group has implemented UniFocus’ GUESTScope in The Hearthstone Lodge, The Overlander Mountain
Lodge and Summerland Waterfront Resort. (,
The American Hotel & Lodging Association has released a new technology primer, this time on Creating an Accessible Web
Presence for the Lodging Industry. The booklet advises hoteliers on how to create an online accessibility strategy,
while increasing business, boosting customer loyalty and complying with the law. Many disabilities other than
blindness, deafness or paralysis prevent people from fully utilizing the Internet, including arthritis, attention
deficit hyperactivity disorder and color blindness, and different disabilities have different needs. A visually-
impaired online visitor using assistive technology such as a screen reader will perceive the site content very
differently than one with a hearing impairment.  The primer helps hoteliers look at every aspect of their site and
ensure all content is usable and understandable no matter how it is presented, and that it integrates seamlessly with
other platforms like social media networks and mobile devices. It can be purchased from AH&LA’s Website or by calling
AH&LEF’s Educational Institute; AH&LA members can access it at no charge on the Members Only section of AH&LA’s
Website. (
Milestone Internet Marketing has received multiple awards for creative hotel website design, internet marketing
strategies and innovative web applications technology from the HSMAI’s Adrian Awards and WMA’s WebAwards.
– At the Adrian Awards Milestone received a Gold Award
for the Rocky Gap Lodge and Golf Resort Website, and Silver Awards for the Wyndham Garden Hotel Manhattan, Aqua Hotels
and Resorts Blogsite and Kyoto Grand Hotel and Gardens Website.
– At the WMA’s WebAwards Milestone received a Computer
Software Standard of Excellence Award for its eBuzz Connect online social media management system, a Hotel and Lodging
Standard of Excellence Award for the InterContinental Los Angeles and an Outstanding Website Award for Aqua Hotels and
Milestone Internet Marketing has released Version 1.3 of its eBuzz Connect social media management application, which allows hotels, restaurants and travel businesses to monitor, manage and respond to reviews and comments in various
online channels from an integrated single interface. Enhancements include easier identification of the most important
items needing attention, a tool to integrate workflow for review response coordination between different personnel and
departments, easier views of channel activity and how effectively the hotel staff is utilizing the channels, and
tracking return on investments.  A restructured dashboard provides a single screen for all relevant information.
Casino Enterprise Management magazine’s inaugural Hospitality Operations Technology (HOT) Awards has named Libra
OnDemand’s Hospitality Management System as the winner in the Internet Services category.
VIZERGY has received three WMA WebAwards: a Hotel and Lodging Standard of Excellence Award for Doubletree Denver Tech,
an Outstanding Website Award for The Oxford Hotel and a Real Estate Standard of Excellence Award for the Park Avenue at
Boulder Creek. (

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  • SiteMinder launches application to connect PMSs, CRSs to booking websites andwholesalers
  • CEM magazine names Rainmaker’s revolution winner of 2010 HOT Award in ‘RevenueGeneration’ category

SiteMinder has launched a new application to connect Property Management Systems (PMS) and Central Reservation Systems
(CRS) into its channel management technology for connection to booking websites and wholesalers around the globe.
Branded ‘pmsXchange’ and ‘crsXchange’, the application delivers a two-way interface between a hotel’s PMS or CRS and
SiteMinder’ online booking channels for hotels to control their online inventory (including dynamic rates and
availability) directly from their own PMS or CRS systems and receive instant delivery of online reservations.
SiteMinder currently connects to Opera PMS, Opera ORS, Callista, ResBook, RMS, RoomMaster, EzyRez and CMS Guest
Centrix, amongst others. (
Casino Enterprise Management magazine named The Rainmaker Group’s revolution revenue management system the winner of
its 2010 Hospitality Operations Technology (HOT) Award in the ‘Revenue Generation’ category. (,

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  • PSAV named “Best Audio-Visual Presentation Provider” in Southern California

PSAV Presentation Services has been named “Best Audio-Visual Presentation Provider” in Southern California by Southern
California Meetings + Events magazine’s second annual “Readers’ Choice Best Of ” award campaign, its second consecutive
win. (

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  • Holiday Inn, Crowne Plaza upgrading 61 UK hotels with HD entertainment,HSIA
  • Trump Soho integrates Control4’s Suite system with Guest-tek’s OneView Media

Holiday Inn and Crowne Plaza are upgrading the guestroom technology in 61 of their UK managed estate hotels at a cost
of GBP9 million. The hotels, owned by LRG, will be the first in the UK to offer NetStreams’ Panorama High Definition
(HD) digital interactive guest entertainment system, and will also implement secure high-speed internet access
throughout all areas. The upgrade is due to complete in summer 2011. (,
The Trump Soho has integrated Control4’s Suite system with Guest-tek’s OneView Media on its guestroom HD televisions to
provide an increased level of guest interactive on-demand services. (,,

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  • Hyatt implements Infor’s WFM Workbrain workforce management system
  • PAS introduces pasExpense ready reference

Hyatt has implemented Infor’s WFM Workbrain workforce management system for more than 40,000 individuals working at
over 110 North American hotels.  The system is deployed in a shared service format and allows Hyatt to report labor
costs and automate previously manual time-off request and accrual processes such as payroll close, time off requests
and retroactive adjustments.  The application includes staff self-service capabilities including visibility of hours
and time off requests.  (,
Professional Accounting Solutions (PAS) has introduced pasExpense, a ready reference for hotel personnel to look up the
needed account, department, analysis codes and notes associated with items that a hotel or casino uses in its daily
business. Users can define a comprehensive list of items purchased by their property (or leverage one of PAS’s pre-
existing databases), and then associate the specific chart of accounts, departments and other user defined analysis
required for proper classification.  pasExpense also supports user-defined notes and descriptions and is designed to
work seamlessly with any chart of accounts or segmentation format. (

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  • Jon Inge & Associates
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