Max's Hospitality Technology Blog

Texting May Cause Sore Thumbs and Inebriation

noreply@blogger.com (Max Cavanaugh) — Thu, 17 Jul 2008 08:45:00 +0000

Since my move to Las Vegas for the summer, I have experienced some of the craziest culture in America and been exposed to a whole new world of knowledge. Being in the industry here has exposed me to some very cool ideas, including one from a restaurant in a large casino hotel. This outlet which may or may not remain nameless by the end of this post, is working hard to bring more people in during these slow summer months and deteriorating economy. Their most recent marketing idea involves using text messages to entice customers. For example, at events in the coming weeks, signage will be posted that instructs guests to text a code to a number in order to receive an exclusive promotional offer. Each unique text can then be brought to the outlet to receive such things as "Buy 1, Get 1 Free" specials or free drinks with the purchase of any menu item. Considering the high volume nature of casino hotels, even if less than 1% of the people moving through the casino on an event day participate it could have a great impact on business. Restaurants could easily see a 50% increase in covers in a night if these text message promotions are utilized.
I will be monitoring the success of one campaign this coming Saturday and hope to see close to 200 covers who came in with the text message in hand.
I know that Las Vegas is not the norm in the hospitality business but these types of campaigns could be very useful in any other market. Since the messaging service can be subscribed to, restaurants could easily do text message blasts to recent guests in an attempt to bring them back for repeat business. There is a fairly low cost associated with the service and can reach people at all times and locations in order to allow for dynamic promotion scheduling.
If I as a GM experience the beginning of a slow night and really want to try and salvage the evening, why not send out a text to few hundred loyal guests announcing a drink special or other promotion. It could eventually be used in order to manage yields effectively and proactively.

The item being offered this week is a free Square One Organic Martini with the purchase of any menu item and proof of text message. It's a very good deal, but be careful because you might wake up with case of carpel tunnel syndrome and a nasty hangover.

Back Soon

noreply@blogger.com (Max Cavanaugh) — Mon, 02 Jun 2008 04:43:00 +0000

Well this spring has spring has been truly crazy and I'm glad to say that school is finally out. I'll be moving to Las Vegas on Monday to start an amazing internship. I will be getting this blog back up and running and hope to have some new material up once I get settled in. If anyone has any suggestions for life in Vegas let me know in the comments. Thanks.

-Max

Starbucks and AT&T: Up and Runing

noreply@blogger.com (Max Cavanaugh) — Fri, 02 May 2008 01:23:00 +0000

AT&T is now officially rolling out wi-fi in Starbucks. The coffee giant is switching over from T-Mobile. Wi-fi in Starbucks is an integral part of the success of the company. Although the service is not free hardcore caffeine/internet addicts seem to have no problem dishing out the cash.
I wrote a research paper on Wi-Fi connectivity in the restaurant industry. Although research suggested the majority of consumers demand free wi-fi Starbucks has been able to compete quite well. The main reason I believe that customers are willing to pay for wi-fi in Starbucks is because once they have an account with AT&T they can connect at many other locations such as airports and various businesses.
I fully expect Starbucks to subsidize the costs or offer free wi-fi to guests within the next five years. With web enabled phones and more ubiquitous wireless coverage becoming more prevalent I expect that the company will have trouble keeping customers in the store because they'll be to access the web from a much more scenic location than the local Starbucks with its hipster baristas.

Minibars Going Green on the Inside

noreply@blogger.com (Max Cavanaugh) — Mon, 14 Apr 2008 15:59:00 +0000

I wrote a while back about new eco-friendly minibars that used less energy and improved both the bottom line and the environment. The Hotel Hostsheet has an interesting post today about minibars stocked with "green" items that are locally grown or organic. Also all of the containers are recyclable. Check it out and voice your opinion on what you think is more important, the offerings within a minibar or the actual "green" minibar system?

Via Hotel Hostsheet

In-Flight Technology Update: European Commission Approves In-Flight Calling

noreply@blogger.com (Max Cavanaugh) — Tue, 08 Apr 2008 16:30:00 +0000

Well the powers that be are moving quickly to keep air travelers happy. The ultimate technology blog, Engadget, is reporting some good news for European air travel. The European Commission has given its blessing to in-flight calling. Air France has tested in flight text and data messaging and will now begin testing in flight calling. For more details head on over to Engadget to get the whole scoop!

Thank You

noreply@blogger.com (Max Cavanaugh) — Mon, 07 Apr 2008 20:55:00 +0000

Just wanted to take the time to thank Kitty Bean Yancey over at USA Today's Hotel Hotsheet for the mention of my blog about a week ago. Hopefully getting my name out through great publications like Hotel Hotsheet will help to improve readership here. Thanks again!

Technology Finally Hits The Sky

noreply@blogger.com (Max Cavanaugh) — Fri, 04 Apr 2008 00:35:00 +0000

For years you heard the announcements telling you to turn off all electronic devices during take off and landing . It is something that has always bothered me because how the heck does a boring little CD player interfere with my captain's ability to land the plane. In today's environment, many business travelers want to do a little more than just listen to their music on a long plane ride. Many "need" to get work done and need the internet to help with e-mail, SMS, web browsing or research. The internet is practically a necessity for many people's daily lives. Google Docs is a great example of how the internet really allows people to do work from anywhere. All of these services that store your data off-site are utilizing what is called cloud computing. These types of services are perfect for the frequent traveler who doesn't want to lug a laptop but needs to get work done on the road or in the air. That is where the real advancement is now. Airlines can create a real competitive advantage if they are able to cater to the traveler who demands technology. Lately there has been a lot of news surrounding airlines who are looking to increase the connectivity they offer in flight. We will finally begin to see technology solutions in more than just those fancy club rooms before take-off . Just yesterday a company by the name of Aircell got FAA approval for in flight internet via Wi-Fi. This company has already made deals with Virgin Atlantic and American Airlines to bring the technology to the air. So far only certain planes, like the Boeing 767-200, are approved but more approvals are expected to come. Other companies like Australia's Qantas airlines already have international approval for cell phone use in the air but only for data transmission and not voice. I expect from the news that is floating around that within the year almost all cellphone and internet related services will be available in some plane somewhere. If the FAA approves more planes and airlines I'm sure that in-flight technology will become a major selling point and battleground for the airline industry. The early adopters will most likely gain a competitive advantage but overtime I'm sure this will become a must have amenity.
I'm interested in hearing what professionals in the industry think as well as anyone who flies domestically or abroad. Do you think this is long overdue, and which technology are you most likely to use? Or will it become an annoyance like a crying baby if people are allowed to talk on the flight all the way to Tokyo? Leave any comments you wish and if you're interested in finding out more please contact me.

University of Delaware's X-Room

noreply@blogger.com (Max Cavanaugh) — Wed, 19 Mar 2008 15:52:00 +0000

I can't help but give a shameless plug for my college. The school built a Courtyard by Marriott on campus a few years back and it is used as a both a revenue producer for the school and a site for classes and practical training for students. It is also a provides a place for professors to do research. Professor Cihan Cobanoglu, Ph.D, has taken over one room in order to do research about guest room technologies. The X-Room is a small view into the future of lodging. The technologies are varied and aimed to provide guests with tools that will enhance their stay whether they're staying for business or pleasure. Guests can be randomly assigned to the room or may request it. In return for the X-Room guests are asked to fill out a few questionnaires in order to learn about how the different technologies are accepted. Check out this great promotional video with one of my favorite professors.

Get Your Company Noticed Online

noreply@blogger.com (Max Cavanaugh) — Tue, 18 Mar 2008 22:32:00 +0000

I think that it is safe to say that most people know what Google is. The brand is an online juggernaut and can be seen on every corner of the web via advertising, embedded search bars, or all of thoseYouTube videos your goofy friend sends to you. Well the company is currently making an effort to educate even more people about their services and business by sponsoring a marketing challenge for students around the globe. The contest exposes students to online advertising by providing them with a $200 credit for Google AdWords. Students then pair with a business and manage a keyword campaign for three weeks. Student groups also submit pre- and post-campaign strategy plans to Google for review.
I'm currently taking a class called Hospitality Web-Based Marketing, and one of my major assignments is to participate in this contest. I find this so interesting and was really excited to start. I naturally gravitated to the things I already knew about... the hospitality industry. I'm currently working on research concerning hotel booking behavior on the web but found out that the hotel business is one of the most hotly contested markets on Google. It's really no surprise. When you type in "hotel" on Google, ads cover the top and sides of the pages. Even on blogs as unknown as this one,Expedia is advertising to any potential traveller in the small ad boxes.
Once I realized that our budget could not compete with the big guns for three weeks (maybe not even a day or two), we had to look elsewhere. My next thought was restaurants. Although when you think of restaurants and the web there isn't much e-commerce that comes to mind. And then it dawned...table reservation companies. Many people know about Open Table but there's no need to conduct marketing for a site that most people visit directly from the address bar. We searched out the lesser known companies and actually settled on Restaurant Reservations. The New York based company expressed a lot of interest in working with us to market their restaurant directory and reservation service to the millions of web users. We are currently in talks with the company and we actually had a conference call with the CIO today to go over some details and goals.
There is so much that individual companies can do to give themselves an online presence and hopefully this project will help to illustrate how the restaurant industry is affected by the web. I'll continue to follow up with information on how to perfect on online marketing campaign using relatively inexpensive tools like the ones provided by Google. I'll also try to give some follow up on this project.
What I'm very interested in also is if any of the readers of this blog would be interested in participating in this contest as well. I'm currently looking for another company to work with and will work with any type of business from almost any industry. The only requirement is that you do not currently use Google AdWords and that the company has less than 100 employees. I really hope to hear from you if your business would be interested.

Also I'd be interested in knowing what kinds of hospitality businesses people search for online besides "hotel, Los Angeles, downtown". Feed me the juicy details and tell if you even look online for companies or whether you rely on trade publications and referrals from peers in the industry. Leave come comments regarding either issue and lets get a conversation going!

Table + Food + TV = 3D Menu for Restaurants

noreply@blogger.com (Max Cavanaugh) — Thu, 13 Mar 2008 23:43:00 +0000

I previously mentioned how Microsoft's Surface technology would soon be in hospitality operations but this is surface computing taken to a whole other level. This new product by TEC Japan projects 3D menu items. You can't get the 3D effect from the picture but this product actually shows the menu on your table. It will hopefully take all the guesswork out of ordering when travelers in a foreign country. I can't wait to see this come to your local high end restaurant where every food seems to be piled at least a foot high with garnishes.

Via CScout

Keep Business Travellers Happy, Eliminate Dead Zones

noreply@blogger.com (Max Cavanaugh) — Thu, 13 Mar 2008 14:55:00 +0000

Cell phones are a necessity for many travelers and they need them to work at all times. There is a patent pending technology produced by Wi-Ex (www.wi-ex.com), that can boost cell phone reception indoors. The technology works by repeating and amplifying the cell signal. The majority of products in this category use an antenna that is close to the outside of a building and attached to a device within the building. It can create improved reception and signal strength in spaces as large as 10,000 sq. ft. Installation is relatively easy and the device can be placed out of sight. These products work with all frequencies and are therefore compatible with almost every carrier.

This technology could be greatly appreciated by guests who rely on their cell phone or PDA in order to conduct business. Hotels could eliminate all dead spots on their property so that guests could receive excellent reception no matter where they are on property. They could be installed in elevator shafts, meeting spaces, and guest rooms or floors. This could be very useful for hotel properties with structures that inhibit cell phone signals from penetrating all areas. A guest would never again have to stand by a window in order to make a call or send data messages. Providing guests with a better work environment would increase guest satisfaction and increase the productivity of business travelers.

New Domain Name For My Blog!!

noreply@blogger.com (Max Cavanaugh) — Thu, 13 Mar 2008 00:10:00 +0000

Attention all readers (I'm hoping it's plural), I have officially gotten this site its own domain and while blogger should redirect you you can easily come right here by going to rmcavanaugh.com.
Mmm that sounds a bit more professional.

Can a Wii Take the Place of a Treadmill

noreply@blogger.com (Max Cavanaugh) — Wed, 12 Mar 2008 19:10:00 +0000

The recent developments in video game technology offer very unique opportunities for hotel guests. Nintendo’s Wii video game system is a more hands on approach to gaming that allows a user to manipulate the game. Nintendo is coming out with a new product focused on fitness. It is called Wii Fit and includes a game and a peripheral. The peripheral is a small board that measures weight distribution and body movement as the game runs people through a series of fitness programs. The game can track your progress as well as calculate body mass index (BMI) in order to help people track results.

This technology could be very useful in a hotel room of the future. People are more health conscience and fitness options are being demanded by guests. This system by Nintendo, or one like it, could allow for people to work out in their guest rooms. Guests could ask for rooms with this technology if they are not interested in going for a run in a strange city. It could also be delivered like an amenity. Hopefully the technology will also make exercising more fun for hotel guests. The game system is popular across several demographics and according to a 2007 article in Travel Agent Magazine it has already been installed in cruise ships owned by Norwegian Cruise Line Ltd. with success. Perhaps hotels could implement this technology in a cost effective way by using the same technology that’s employed for offering video games in a guest room without an actual game console.

I know I'm not exactly an industry insider, but I am aware that that at least one Courtyard by Marriott is testing Wii systems in the guest room. The testing has only been underway for a few months and is being evaluated on guest feedback. For now though, it is purely for gaming, not training. We'll have to see what hoteliers will do do to continue to push guest room technology.

Ps. If by chance you're reading this blog let me know, leave a comment I'd like to know what you're interested in!

Don't get Stuck by the Bathroom

noreply@blogger.com (Max Cavanaugh) — Sat, 08 Mar 2008 01:44:00 +0000

As someone with long legs I tend to be pretty sensitive to the seat I get on an airplane. My dad quickly taught me how sweet talk the attendant at the gate and get a seat where my knees wouldn't be rug-burned by the seat in front of me. It was great having the advice from my dad but SeatGuru.com combines the knowledge of every traveler into a easy to research airplane seat database. To us common folk it may seem that every first class sleeper seat is travel perfection but SeatGuru gives you the inside information about the seat that's a little too close to the flight attendant's station. A quick review of the site and you'll feel like a true travel insider.

Get Flight Updates on the Fly

noreply@blogger.com (Max Cavanaugh) — Sat, 08 Mar 2008 00:40:00 +0000

In case you are not familiar with the unending magic of Google's services I present to you Google-411. The service gives you free directory information via voice command s and will even connect you for free. This is all well and good when I want to call the local hotel to get directions on the go, but how about when you're stuck in the car heading out to my least favorite airport: LaGuardia and need a flight's status. Once again Google has a solution for you, just send a standard text message to GOOGLE (466453) with the airline name and flight number and within a minute you'll receive a message. Not only do you get the arrival time and notification of delays but the gate where the flight is arriving. This service is provided by Google with help from Flightstats.com who tracks the information. Enjoy!

Picture courtesy of Jaunted.com

Will Air Travel Ever be Free?

noreply@blogger.com (Max Cavanaugh) — Sat, 01 Mar 2008 01:46:00 +0000

This question is exactly what Wired Magazine asks in its most recent cover article. Sure it seems like everything online is free now from Gmail to Firefox but how cheap could something like air travel really get. If you are not familiar with Ryanair, get your head in the game! $20 to fly from London to Barcelona is the deal of the century. This isn't the only dirt cheap flight they offer either. The company has been very successful in offering these low rates and then charging for every other service related. For example, check two bags..$30. And to be more efficient the company boards all flights from the tarmac to reduce airport gate fees. All in all though not a bad deal. For now though, there's no love for us Americans. Be sure to click through to see the complete breakdown by Wired.

Via Wired

Star Wars Style Hotel Hits Azerbaijan

noreply@blogger.com (Max Cavanaugh) — Fri, 29 Feb 2008 03:45:00 +0000

Surprisingly, this beauty isn't from a "place far far away" but rather a design concept fora new hotel in Baku, Azerbaijan. The 35 story hotel will house 382 rooms and a full array of retail space around the rest of the complex. Not sure how likely this is to be built any time soon, but if and when it's completed, every Star Wars convention will be held here.

Via Skyscraper News

Crazy Creative Hotel Rooms

noreply@blogger.com (Max Cavanaugh) — Thu, 28 Feb 2008 14:35:00 +0000

It's not often that a hotel room really blows you away with a creative design. Sure all those Vegas hot spots think they're revolutionizing the hotel room, but just throwing over the top amenities and technology in a room doesn't necessarily make it creative. Thanks to the people over at freshome you can see what a truly over the top design is. These rooms are all located in the Fox Hotel in Copenhagen and go for only about €120! All are designed by noted artists and their skills definitely show.

Click through to read whole article
freshome- Creative Rooms

Microsoft Surface can Change Hotels and Restaurants

noreply@blogger.com (Max Cavanaugh) — Wed, 27 Feb 2008 03:16:00 +0000

And I know it's nothing crazy new, but Microsoft's Surface technology is one of the coolest computer technologies. It's not just for high-tech junkies but something that anyone can use. Starwood and Harrah's are the first hospitality companies to bring this technology to the public. The completely dynamic touch screen is intuitive. I'm most excited to see how this technology will be used in our industry. Imagine a completely interactive virtual concierge where you can browse through tons of info and load information right to your phone. Or how about ordering your food and drinks right from your table. A wine list could become something more than a listing and provide guests with vintage information and what menu items it will go well with! Bring on the revolution.

Brand New

noreply@blogger.com (Max Cavanaugh) — Wed, 20 Feb 2008 00:50:00 +0000

I'm going to try and convert this blog from a simple class assignment into a presence in the online community. I want to bring my thoughts and insight about hospitality, hotels, cruises, as well as technology that goes with them into one place. I'm no genius or industry hotshot, just a college student with an interest and passion who wants to distract himself from things like homework. Hopefully this becomes a place of interest for people or at least a good joke among friends.

Staying Cool While Cutting Costs

noreply@blogger.com (Max Cavanaugh) — Tue, 05 Feb 2008 03:31:00 +0000

This article is about being energy efficient in order to control costs. It focuses primarily on minibar systems and in-room refrigerators. These simple appliances have come a long way and are now more technologically advanced. They are more efficient and “smarter” which makes them more of a sound investment for hoteliers looking to upgrade. The key to these appliances becoming more efficient is a combination of improved cooling technologies and more sophisticated energy management systems. Both of these products have the ability to be monitored via the internet and constantly regulated so that motors do not work more than necessary and power is saved. Energy Star rated products are approved as efficient products and are an easy way for purchasers to evaluate efficiency. Minibar systems seem to have progressed the most. New wireless technologies improve inventory control and even can provide maintenance reports. When items are removed a system can track this and provide necessary inventory needs for attendants. Some systems are even able to communicate without any need for a wireless local area network or a hardwired network. Each minibar can communicate with each other all the way back to a main server. Essentially each minibar becomes a node on a circular network. This kind of technology coupled with more efficient appliances means a more valuable product for today’s hotelier.

I found this article very intriguing because I have first hand experience with how difficult minibars can be. I worked in a very large hotel with antiquated hardwire minibar systems. They constantly were reporting false purchases or failing to report at all causing a loss in revenue. Also, many of these appliances would break without anyone realizing it, causing products to be warm and unhappy guests. I am sure that these old machines were guzzling energy and inflating utility bills which is very costly considering today’s energy costs. It is great to offer either a minibar or refrigerator to guests but it is counter productive if they cause problems and eat up valuable energy. The most innovative idea that was presented in the article was that these appliances could create their own network. This would allow new installations to be done quickly and easily because nothing would have to be done except plug in each unit and start up the server. It is also great because it would not use valuable bandwidth on either the local area network or Wi-Fi network. I wonder if this technology could be used in other applications in order to better serve hoteliers. As long as my coke stays cold I’m happy to invite tons of technology into a minibar.

Albright, B. (September 18, 2007). Staying cool while cutting costs. Hotel Motel Management. Retrieved February 4, 2008, from http://www.hotelmotel.com/hotelmotel/In-Depth%3A+Technology/
Staying-cool-while-cutting-costs/ArticleStandard/Article/detail/
456060?contextCategoryId=37133

What the Heck is Hotel Web Site SEO, Anyway?

noreply@blogger.com (Max Cavanaugh) — Thu, 31 Jan 2008 21:39:00 +0000

The title of this article poses an excellent question to all readers. The article not only defines SEO but explains its use and what hotel companies need to consider. SEO stands for Search Engine Optimization. Search engines index all sites on the internet and rank their relevance to keywords entered by a person searching for say “Hotel in Newark, DE”. Many companies hire special consultants that are supposed to create a site that will show up in first few results on a search engine like Google. In order to do this, a site must contain keywords and content that is very relevant to the keywords. Simply placing all of the necessary keywords on your site is not an adequate solution. Search engines use complicated algorithms to scan web sites and analyze how the content is presented and what the true purpose of the site is. This helps to protect consumers from getting directed to sites looking to make ad revenue by simply listing associated words and displaying ads. The article then discusses that SEO must be an integral part of a company’s marketing strategy. Having discrepancies between web, print, audio, or video messages can seriously alter the effectiveness of reaching the appropriate consumers. SEO must be on every company’s mind if they wish to succeed online.

I thought this article was very interesting and important. Every hospitality company realizes that they need an interesting, informative, and easy to navigate website to appeal to potential guests. However, I believe that many forget that people use search engines more often than directly typing in web addresses. Your site may be beautiful and efficient but if people do not see it in those first ten search engine results they most likely will not visit it. If this happens, the time and money that was invested in website design was a waste because traffic will be well below potential levels. Despite having excellent web design people within a company it is probably necessary to find an outside consultant who understands SEO and its changing dynamics. Why would waste so much potential? In my experience, I hardly ever travel past that first page of results on any search engine because I assume that anything that didn’t make it to that first page is simply not relevant. I do not believe that I’m alone in thinking this and so companies really do need to make sure they make it to that first set of results if they want to be successful. The article talks about aligning SEO with your marketing strategy. This makes total sense because if you advertise in the newspaper with certain buzzwords someone might search using them. If your site doesn’t include these phrases, then that person may never make it to your site and that print ad is rendered useless. This article was slightly more technical but definitely important for hospitality companies to consider.

Salerno, N. (January 21, 2008). What the Heck is Hotel Web Site SEO, Anyway? Wired Hotelier. http://www.wiredhotelier.com/news/154000469/4034484.html.

KeyLime Cove to be Cashless

noreply@blogger.com (Max Cavanaugh) — Mon, 21 Jan 2008 20:14:00 +0000

A brand new type of vacation destination is being built in Illinois that includes a 65,000 sq. ft. indoor water park and 414 room hotel. What makes this venture so unique though is that the property will utilize RFID technology in order to eliminate cash transactions. Each guest will receive RFID equipped bracelets that carry a guest’s information. Guests can simply wave their wrist in front of readers to charge food and beverage to their folio or even open up their hotel room. In order to keep younger guests from having complete power over their spending, the hotel allows parents to deposit money into their children’s RFID accounts and limit their spending. Kids may use their money for food, drinks, games, and shopping on property. Parents can easily deposit money into their children’s accounts by using kiosks that will accept cash, credit cards, or existing credit on account.

At many amusement parks pictures are snapped while guests enjoy rides and then are offered for sale afterwards. Thanks to the RFID technology each guest’s picture will be linked to their bracelet so that they can quickly and easily pull up their pictures on display kiosks after the ride. The bracelets also interface with games in a huge arcade so that they can play games without any cash on hand as well.

RFID technology in my opinion is the next big technology to be utilized in the US. It can be used to track shipping, inventory, and as we see here people and their habits. This technology fits perfectly with the indoor resort concept because having to carry cash or credit cards is undesirable when you are riding a waterslide and running around all day. Allowing this kind of freedom to guests will surely increase satisfaction and allow for more efficient movements around the property. Eliminating cash from transaction creates a more secure business with hardly any opportunity for employee theft of money. Parents should feel safer as well because they know what their kids are spending money on and how much they spend.

As for the property, I hope that the RFID system is tied into a type of tracking system that will allow for the company to analyze purchase patterns of people based on age, demographics, and several other factors. This should lead to a better understanding of guest behavior by segment. With this knowledge in hand, the company should be able to better market to previous guests by creating packages that are tailored to their past activity. I definitely see RFID technology becoming a standard in resort and cruise ship operations. Often people carry cards but this would create an even easier way to carry around your method of payment and identification. It will definitely make a big splash in the near future.

Unknown. (January 10, 2008). KeyLime Cove to be Cashless. Hotel Motel Management. Retrieved January 21, 2008, from http://www.hotelmotel.com/hotelmotel/News+Wire%3A+Technology/KeyLime-Cove-to-
be-cashless/ArticleStandard/Article/detail/483517?contextCategoryId=37264

Would You Like Wi-Fi With That Burger?

noreply@blogger.com (Max Cavanaugh) — Mon, 14 Jan 2008 17:19:00 +0000

Would You Like Wi-Fi With That Burger?
Computer World

Would You Like Wi-Fi With That Burger?
This is an important question that many people in the foodservice industry are asking. This article discusses the various technological advances that are being made in the restaurant industry. McDonalds currently offers free Wi-Fi in over 8,000 store locations. The Wi-Fi is used heavily by the younger generation who can play video games over the net using this free Wi-Fi. However, the internet connection is not being offered solely to serve customers. The locations are able to utilize the Wi-Fi for many key business operations. Handheld order devices and inventory management devices allow information to seamlessly flow throughout the property in order to expedite business. The company sees it being used in the near future for self order kiosks and the ability to make payments without the need for human interaction. According to the author’s research only one third of restaurants are using more technology than they did three years ago. But roughly fifty percent of them have seen noticeable increases in productivity and efficiency.

Wendy’s is also beginning to implement more technology in order to increase business. They are applying it to the drive through operation which is often a complicated aspect of business. By using voice-over-IP (VoIP) they have made some promising advances. At locations where the technology is in place, orders are taken in line and routed to a central call center which processes orders and then relays them back to the property. This allows for greater sound quality and less mistakes while also freeing up staff to concentrate solely on order production and payment transactions.

The article also discusses self-service kiosks. In research these devices often increase sales by twenty percent per order due to intelligent up-selling.

This article showcases just how well technology can be implemented in restaurants. This is good to see since most have not adopted new technology like other hospitality businesses. Wi-Fi in a place like McDonalds may not seem in keeping with overall company strategy, but when you realize that it has more purposes than simply giving guests a connection, its value is recognized. I personally think this is a solid business move that many fast-food and quick-service restaurants should look to adopt. So many devices can be connected using wireless internet and they also allow excellent mobility for a manager who would like to keep on top of all aspects of business no matter where he is on property.

Thank you Wendy’s. There is nothing more frustrating than screaming into a drive through window and correcting the order ten times due to the horrible audio quality. This technology will allow franchisees to hopefully share resources and reduce labor costs. The centralized call center can also utilize automated ordering which can help handle overflow.

Finally the article quickly discusses kiosks. I happen to love these kiosks at places like Wawa because they take the guess work out of ordering and present all options clearly to a customer. I can definitely understand how they’re able to increase sales because the machines have so many options for extras that most people forget. The screens also display pictures which are very enticing and I assume promote impulse buys.

I look forward to these new technologies being used in restaurants that I will visit. I also believe though that some of these ideas will simply not be a right fit in fine dining for a few years until consumer preferences change.

Mitchell, R. L. (April 13, 2007). Would You Like Wi-Fi With That Burger? ComputerWorld.

http://www.computerworld.com/action/article.do?command=viewArticleBasic&articleId=9016499&pageNumber=3

Retrieved January 14, 2008.

Hotel Rooms Go High-Tech

noreply@blogger.com (Max Cavanaugh) — Wed, 09 Jan 2008 18:32:00 +0000

The hotel guest room is constantly evolving and Hotel Rooms go High-Tech by Erin Sternthal discusses this as it relates to technology. The article outlines what several major companies and brands are installing in their rooms to better accommodate the guest. The Peninsula Tokyo which opened in September is very high-tech. The company installed consoles that can control all aspects of the room without ever leaving bed. There are standard aspects like an alarm clock as well as controls for temperature, curtains, lights, and even a night-light button that can illuminate the path to the bathroom. They also provide internet radio with over 3,000 channels to guests and preset channels that are related to the home country of the traveler.

The Plaza in New York will reopen this year and will be equipped with doors that utilize RFID technology in order to automatically unlock doors as a guest approaches with his/her card.

One item that will be installed, or already is, in many guestrooms in many brands is a panel that allows users to plug in various devices. Hyatt Place is has these “connectivity panels” which allow users to connect media devices like mp3 players and their laptops to the room’s TV and audio systems. The system will allow guests to showcase pictures and video on their televisions. Hyatt Place also has touch screen terminals in the rooms to order food from and even forward documents to a printer located in the business center.

Marriot is rolling out HD televisions along with connectivity panels and will have the ability to utilize a split screen, allowing guests to multitask. Marriot will also offer more channels in the rooms.

Starwood will begin to place Microsoft Surface technology in their Sheraton hotels. It is a new type of computer that will most likely be part of tables. The technology allows users to manipulate a large display with their hands and even bring up information on items that they place on the surface.

This article may not debut any never-before-seen technology, but the majority of it will be very new to the hotel industry. It is great to see that more and more hotel firms are realizing how adding technology can provide guests with unique experiences and an easier environment in which to do work or relax. I think a lot of this new technology will be greatly appreciated by the traveler. Extended stay properties really want to create a home-like environment for guests and allowing them to do work from their room or bring their own forms of entertainment is a great way. I believe that many of the technologies will become standard in the industry as more and more tech-savvy travelers demand ways to keep up a high-tech lifestyle while away from home.

One issue that could affect hotels is the fact that because guests can bring their own media and display it on the television their may be a decline in revenue from pay-per-view offerings. They can bring their own DVD’s or stream internet video which would eliminate the need for them to order in room movies.

I personally rely heavily on technology and am glad to see that when I’m away from home I will able to continue this. I have used the panels that control the room at trade shows as well as in hotels. I’ve been to the “technology” room at the Courtyard Newark and love how this room really allows people to feel at home by displaying personal pictures on digital frames.

I look forward to what hotel rooms of the future will provide.

Sternthal, E.F. (Dec 1, 2007). Hotel Rooms Go High-Tech. In Home Based Travel Agent. Retrieved January 9, 2008, from

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