1. CHTP REVIEW

2. Today’s Session Structure
Four-Hour Review
Designed for Exam Review
Sectioned Same as Exam
Breaks when needed

3. What To Expect Multiple Choice and True/False 4 Sections
250 – Choose most correct answer
70% Passing grade in each section

4. Review Topics General Technology: Targeted Technology:
Network Administration   
Emerging Technologies   
Telecom   
System Architecture 
Targeted Technology:    
Facilities   
Club Applications   
Resort / Spa   
Marketing / Web Applications
Hotel Technology:   
Accounting / Payroll / HR   
Food and Beverage   
Lodging Applications    
Managing Technology:   
Time and Attendance Systems
General Management   
System Strategies   
System Analysis and Selection

5. General Technology
Section One

6. Network Operating Systems
A combination of programs, gives some computers and peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

7. Network Operating SystemsNT
Server 2003
Novell
Linux
UNIX (HP-UX/AIX)

8. The O/S Kernel File Management Memory Management Peripheral Control
Network Communication

9. Network Design Connectivity
Provides communications across a defined network.
Advantages
Data Sharing
Application Sharing
Device Sharing
Communications (packets)
Local Area Network (LAN)
Wide Area Network (WAN)
Metropolitan Area Network (MAN)

10. Network Architecture
Definition: The technique used by a NIC/LAN adapter to control access to a cable and cable connectors.
NIC: Network Interface Card
LAN: Local Area Network

11. Network Architecture Two Types: Peer to Peer: client-based
Client Server: server based
Have a higher startup cost than peer to peer networks; provide good control, backup, and management of critical data; offers security, data management, fast response and room for expansion, but DOES NOT need all the software installed on the server.

12. LAN
Definition: A configuration of workstations that enables users in the same office to share data, programs, and output devices (such as printers).
Cable Connections:
Fiber, Twisted Pair, Coax, and Twinax
Fiber Optics is used for the fastest possible throughput at very long cable lengths
Twinax is not the recommended line for moving large data or video files.
Connection type and speed:
10Mbps, 100Mbps, 1000Mbps (Gigabyte)

13. WAN
Definition: Multiple connection of computer networks, from building to building, city to city, state to state, and country to country utilizing DSU/CSU router.
CSU/DSU: Channel Services unit/ Data Services unit. Is used to connect computers, video equipment, and multiplexors to digital phone lines.

14. WAN Connections type and speed: NOT Associated Technologies
ISDN (128Kbs)
offers the lowest overall circuit cost type of service for connection of remote network sites to a central location.
T1 (1.5Mbps) and T3 (up to 45Mbps)
The standard speed is NOT 100Mbps.
NOT Associated Technologies
NIC’s, Repeaters, Hubs & Apple Talk

15. Network Security Network Login and Passwords Single Sign-on
Promptly change your password on initial login for proper security procedures for user-level passwords
Single Sign-on
Components of a single sign-on system include authentication and a directory service.

16. Network Security PGP - Pretty Good Privacy
Software that implements public key cryptology that requires a key pair of both a public key and a private key
SSL – Secure Socket Layer
Is built upon Public key encryption, Digital Signature, and Digital Certificates, but NOT Single Key system using substitution encryption.
To defeat SSL and PGP you would utilize Cryptanalysis, Reverse engineer of the implementation, and Pass phrase attack, but NOT insider security information.

17. Network Security SNMP – Simple Network Management Protocol
an application layer protocol that facilitates the exchange of management information between network devices.
Network File Access
controls security rights for users files
Biometric Technology
Is capable of enhancing physical security such as guest and employee entry.

18. Firewalls
Software and hardware that filters and secures your private network, allowing only authorized access and transmissions of your internal data.

19. Computer Viruses Malicious computer programs:
Unauthorized set of programmed code that attaches itself to other programs.
Worm
Independent programs that may replicate itself throughout the network.
Trojan Horse
Masquerades as a legitimate program but has malicious software inside
Are computer bugs a virus??

20. TCP/IP TCP/IP – Transmission Control Protocol/Internet Protocol
Is NOT a telecommunication communications protocol.
TCP Packets:
Are numbered so they can be reassembled in the correct sequence at the destination.
Are transmitted over the network as capacity becomes available.
Forwarded across the network separately and do not necessarily follow the same route.
Do not contain destination addresses only.
Header information includes
Total length of the packet, destination IP address, Source IP address, and Error checking information. DOES NOT include sender’s login information.

21. TCP/IP Packet Switching Static verses Dynamic Addresses
Checking for valid packets, destination address, best route, assembling packets in order, but NOT for data compression.
Static verses Dynamic Addresses
DHCP: Dynamic Host Configuration Protocol is used to assign dynamic IP addresses on an as-requested basis.
3 Classes of IP Addresses

22. IP Address Classes Class A Class B Class C
###. xxx .xxx . xxx (ex. 26.x.x.x) (1-126).(1-254).(1-254).(1-254)
Class B
### .###.xxx .xxx (ex x.x) ( ).(1-254).(1-254).(1-254)
Class C
### .###.###.xxx (ex x) ( ).(1-254).(1-254).(1-254)

23. Parallel Transmission
Multiple channels to transmit several bits of data at a time
Timed pulses sent on other wires within the same cable to coordinate the flow of data
Parallel ports, parallel cable, user configuration of controller
Over short distances -LAN
In Computer Networks, the type of data transfer that uses multiple channels to transmit several bits of data simultaneously is called a(n)

24. Serial Transmission Single channel to transmit bit by bit
Bits travel as a sequence over a single wire with start and stop bits to coordinate data flow
Serial cable, serial ports, user configuration of controller
Long distances - telephone transmission

25. Modems
Converts on and off digital pulses of computer data into on-and-off analog tones that can be transmitted over a normal telephone circuit.
Uses:
Allow computers to communicate over distances
, internet, bulletin boards
Polling, file transfer, system support

26. Today’s Technologies
Smart Cards
XML
Bluetooth
VPN
VoIP
HSIA
ASP

27. Smart Cards
Embedded micro chips that store personal information, allow credit and commerce transactions, access to room and other information.

28. XML – eXtended Markup Language
Language that is not constrained to a fixed format and allows trading partners to create their own data tags for information exchange, has become the standard for all markup language, provides data in a format that is easily exchanged & non-proprietary.

29. XML Example Guest Reservation <?xml version="1.0" ?>
      <Reservation GuestName="Mr. Jim Smith">
           <GuestAddress>
            <GuestStreet>123 Peachtree St.</GuestStreet>
            <GuestCity>Atlanta</GuestCity>
            <GuestState>GA</GuestState>
            <GuestZip>30030</GuestZip>
            <HomePhone>(404) </HomePhone>
     </GuestAddress>     
           <Payment Method="Credit Card">
           <CardType>Visa</CardType>
           <CardNumber> </CardNumber>
              <ExpDate> </ExpDate>
     </Payment>
     <ReservationId> </ReservationId>
     <Property>NoTel Motel</Property>
         <ReservationMade> T10:23:44</ReservationMade>
     <CheckinDate> </CheckinDate>
     <CheckoutDate> </CheckoutDate>
     <NumOfNights>3</NumOfNights>
     <BedType>King Size</BedType>
     <Smoking>Non Smoking</Smoking>
     <PillowType>Polyester Fill</PillowType>
         <SpecialRequest>Godiva Dark Chocolate</SpecialRequest>
     </Reservation>

30. Bluetooth Distance Limitations New Technology
30 feet (10 meters)
New Technology
Communications between any electrically powered device or appliance

31. VPN – Virtual Private Network
Allow for secure connections that “tunnel” through the Internet to connect 2 private LAN’s or Computers, which reduces costs overall.
Common use is remote access to your company network while travelling or at home.
Also used to separate guest access to the internet from your local administration network while using the same physical infrastructure

32. VoIP – Voice over Internet Protocol
Set of facilities used to manage the delivery of voice information over the Internet. VoIP involves sending voice information in digital form in discrete packets rather than by using the traditional circuit-committed protocols of the public switched telephone network
Eliminates the need for a direct, dedicated hard-wire connection between the phone and the phone switch.

33. HSIA – High Speed Internet Access
Acceptable methods for providing HSIA service to guest rooms:
Wireless proximity
Telephone network
Electrical wiring system
Cable system

34. Bandwidth
DSL
ISDN
Frame-relay
T-1
T-3: OC-3/DS-3

35. ASP – Application Service Provider
Is the server model in which hardware is housed and maintained off-site, yet users can access the application and data via a web-based Internet connection.
Pros:
Lower initial costs (no hardware purchases)
Normally, nothing to install on clients
No backup concerns
Upgrades provided
Cons:
Rely on Internet Connection
Accessibility to Data
Usability of data when discontinue service

36. Telephone Switches Trunking Incoming call routing DeMarc
Trunk lines are defined as a telecommunications line between 2 switching systems.
Incoming call routing
Uses caller ID Automatic Number Identification (ANI) information to retrieve customer records from a database and send the records and call to a specific call center operator.
DeMarc
The point where responsibility for telecom services into a building transfers from the carrier to the end user organization.

37. Telephone Switches Voice over IP Automated Call Distributor (ACD)
Place voice and fax calls over internet connections. Does not provide HSIA or In-room internet connectivity, hotel operators to receive free telephone services.
Automated Call Distributor (ACD)
Useful for Reservations, PBX and Room Service departments.
ACDs would not be used to automatically generate Express Checkout reports.
Automatic check out is not a function of a PBX system.

38. Guest Room Telephones Features that may be included Data port sets
2 line capability
ADA hearing impaired feature handset
Hands free speaker phone capability
One button dialing and redialing

39. Database Management Software
Allow users to catalog and store information for future use
Collection of related facts and figures designed to serve a specific purpose
Possible Uses:
Preparing mailing lists for marketing and promotional activities.
Help managers sort through personnel records to identify performance review dates for employees that correspond to the dates on which they were hired
Database Management Software would be used for preparing mailing lists for marketing and promotional activities.
Database management software - generic software programs would help managers sort through personnel records to identify performance review dates for employees that correspond to the dates on which they were hired

40. Database Structures
Files organized in ways that facilitate searching for data, updating data, and generating accurate, timely and useful reports for management.

41. Files, Records, and Fields
“THE” Database
i.e... Inventory, purchases, suppliers
Records
individual information
contains “key” field
Fields
identified by type of info.
Text, Calculated, Logical, Date, etc.

42. Database Structures Hierarchical Relational Flat
Resembles that of the root of a tree
Arranges Files, Records, and Fields
Master Records and Subordinate Records
Data inherit attributes, or rights, from it’s parent
Relational
Tables are related to each other through key field
Tabular Structure
Data appears only once and not replicated multiple times
Flat
One Large Table (Flat File)
Files are stand-alone collections of data.
Ask participants for examples of each:
Hierarchical Example might include city, county, state, and national information. Point out that in some hierarchical relationships, data inherit attributes, or rights, from it’s parent. Chicago has laws but also must follow the laws of Illinois and of the US.
Relational Data might include guest data from a convention resort. The guest might be in the rooms data area, in the guest history area, in the sales contact area (as a meeting planner) and in the accounts receivable area. In a true relational database, the data entity of this individual appears only once and is not replicated multiple times.
Flat Data files are stand-alone collections of data. In the above example, the person in question would appear four separate times; once in each flat file.

43. Data Management Concepts
Data Warehouse
Collection of data from different sources
Provides input for decision making
The repository of all data
Data is received and stored following specific validation rules
Data Mart
Separate database designed for specific group of users (e.g. marketing, group sales, etc.)
Data is extracted from Data Warehouse to protect its integrity
Data Mining
Statistical and rule-based reasoning to find patterns in data (e.g. forecasting occupancy)
Should be performed against the Data Mart
Data Warehouse is the repository of all data. Data is received and stored following specific validation rules.
Data Marts are extracted from the Data Warehouse to protect the integrity of the data warehouse while still making the data warehouse a useful and meaningful data collection tool.
Data Mining should be performed against the data mart to protect the integrity of the data in the warehouse.

44. Other Terms
File Server - Computer that controls the flow of information along a network and stores files created by application programs, has large storage hard drive with space to share, and provides the capability to simultaneously access the same file.
Application server - Enables several users to offload specialized tasks onto a shared computer.
Secondary storage devices - Refers to Hard drives, CD-RW, DVD-RW, Zip Disks, Removable storage devices, but NOT RAM.
High Availability - Options include Multi-processors, disk arrays, redundant power supplies, but NOT Spare Memory Modules.

45. Hotel Technology Section Two
Who Knows the Hotels??

46. Central Reservation Systems
Affiliate Systems
System that services an entire chain
All properties are contractually related
Non-Affiliate Systems
Contracted to individual properties
Subscription based service
Apply to independent hotel properties
Have some type of charge or cost
Interfaces
One-Way verses Two-Way

47. Global Reservation Systems (GDS)
International joint ventures of diverse companies
Direct linking of: hotels, airlines, car rental companies, and travel agencies using the internet or other private computer networks

48. Revenue and Yield Management Systems
Revenue Management
Program helps hotel managers determine whether a reservation request should be accepted or rejected in order to maximize revenue for a specific period of time.
Takes advantage of rate hurdles
Yield Management
The ratio of actual revenue to potential revenue.
Room rates should be higher when demand exceeds supply.
Oversell Guidelines maximize revenue potential by selling all available rooms.

49. Property Management System (PMS)
The computer-based lodging information system that helps track guests and their special request or inquires.

50. PMS Front Office Applications
Reservations Module
Used to process room requests.
Most helpful in forecasting occupancy
Revenue Management Module
Maintains the room and package rates
Rooms Management Module
Maintains current room status information.
Guest Accounting Module
Maintains the guest charges and payments

51. Property Level Reservations Module
An integrated module of the PMS
Reduces paperwork, redundancy, clerical
Interface point to CRS
Quick access to reservation information

52. Rooms Management Module
Strengthen communications between Front Office and Housekeeping
Current room status information
Room assignment and check-in
In-house guest information
Organize Housekeeping activities
Management reporting

53. Guest Accounting Module
Enables posting directly to guest and non-guest accounts
Enables management control over financial aspects of the guest cycle
Eliminates the need for guest folio cards and posting machines
Monitors credit and sets the folio at a no-post status when charges approach the house limit

54. The Audit Trail Cross references from: source document serial number
work-shifts
cashiers
POS terminals
departmental accounts

55. Credit Card Processing
Interface to Systems
Reduces Cost
Insures Accuracy
Non-repudiation
a solution that offers protection against disputed charges to the merchant.

56. Integration v. Interfacing
Integrated Systems: A systems which contains a number of subsets that perform separate tasks yet operate within the same structure.
Interfaced Systems: More than one system that are linked together through the use of hardware and software in order to provide communication between separate programs.

57. PMS Interfaces Point-of-Sale Call accounting systems
Electronic locking systems
Energy management systems
Auxiliary guest services
Guest-operated devices

58. Call Accounting System (CAS)
Designed to place and price outgoing calls, and post telephone charges to guest accounts.
Not a guest’s credit card
Interfaces to PMS and Telephone Switch
Automatic ID of outward dialing (AIOD)
immediately identifies the extension from which a call is placed
Least cost routing
Directs calls over the least-cost available line, regardless of carrier.
When this line is busy, the device prompts the system to use the next least expensive line.

59. Call Accounting System (CAS)
Performs the following functions
call placement
call distribution
call routing
call rating
call recording
Preferred Features
Separate guest calls from admin calls
Long-duration calls can be priced at flat rate
Area codes can be updated by hotel management
Reasons for reduced telecom revenue
Increased use of
Calling Cards/Pre-Paid Cards
Growing cell phone usage
High mark-ups on long distance phone calls

60. Accounting Modules / Systems
Accounts Receivable
Accounts Payable
Payroll Accounting
Inventory Accounting
Purchasing
Financial Reporting
Introduction slide – we will cover each of these in the next section.

61. Accounts Receivable Module
Maintains account balances
Processes billings
Monitors collection activities
Generates aging of A/R reports
Audit reporting on all A/R transactions

62. A/R Ledgers Guest Ledger City Ledger
Lists all accounts for in-house guests
City Ledger
Lists all accounts receivable balances of guest who have checked out
guest folio balances
non-guest accounts
bill-to accounts
credit card billings
group accounts
Advance Deposit Ledger
Advance Deposit Ledger – is this part of City Ledger?
Guest Ledger – Is a listing of in-house guests accounts (Part of A/R)

63. Accounts Payable Module
Contains Vendor Master File
Posts vendor invoices
Monitors payment discount periods
Determines amounts due
Cuts checks for payment
Check reconciliation
Management reporting

64. Other Accounting Topics
Payment Terms
2/10 Net 30 Days
Blind Drops
Basic Posting Formula in Audit Process
2/10 NET 30 Days means
Buyer applies a 2% discount amount to the invoice if payment is made within 10 days of the Invoice date. If the discount period expires, full payment is expected within 30 days of the original invoice date.
Basic posting formula used in the audit process:
Previous Balance + Debits – Credits = Net Outstanding Value

65. Payroll Module Gross and net pay for salaried and hourly employees
Employee master file
Gross and net pay for salaried and hourly employees
Cuts paychecks
Payroll and tax registers and reports
Labor and cost reporting for management

66. Inventory Module Inventory Master File Inventory Status
Inventory Valuation
If you have an inventory system you are typically maintaining a perpetual inventory

67. Inventory Valuation Weighted average
FIFO (First in First Out - Latest)
LIFO (Last in First Out - Earliest)
LIPO (Surgical Removal of Subcutaneous Fat)
Actual cost
Weighted average

68. Purchasing Module Purchase Order File Telecommunication of P/O’s
par levels
lead time quantity reorder point
Telecommunication of P/O’s
Bid Specification File

69. Financial Reporting Module
Chart of Accounts
Trial Balance File
Financial Statements
Balance Sheet
Income Statement
Statement of Cash Flows
Ratio Analysis

70. POS Terminology Auto-Coursing - time dependent circle of service
Forced Modifiers - automatic prompts for order details
Menu Engineering - profitability and sales analysis
Prechecking - authorization for production/service
Postchecking - check totaling for print/settlement
Reports - server, day part, shift, terminal, outlet
Server Banking - reconciliation by server, not cashier
Hand Held – remote input device

71. Food and Beverage Management Applications
Process data related to back-of-the-house food service activities
Common management applications
Recipe Management
Sales Analysis
Menu Management,
Engineering and Costing

72. The Menu Engineering Grid
$ $ $
Puzzle
Star
Contribution
Margin $
Dog
Plowhorse
70% Menu Mix %

73. F&B Cost Control Standard Recipe Benefits Net Weight/Volume
Standard Portion Cost
#60 Scoop
Standard Recipe Benefits
Product will look the same
Product will taste the same
Product will cost the same
Guesswork is eliminated
Net weight after it has been processed or prepared is known as its YIELD
Standard Portion Cost is the cost of preparing and serving one portion of food or one drink item according to the standard recipe.
#60 Scoop = an implement that equals 60 level scoops, or servings, per QUART

74. Sales, Marketing and Web Technologies

75. Event Management Systems Sales / Catering Software
Proposal / Contract
Maintains client requests, room nights, menu items, and records all equipment and space commitments.
Banquet Event Orders (BEO)
Serves as a final contract for client and generates work assignments for the Catering staff.
Ingredient File
Contains items like tables, chairs, china, flatware, tents and entertainment.

76. CRM - Customer Relationship Management
Enables organizations to know their customers on an on-going basis and not just for the life of that transaction, that meal or that guest stay.
Will track the history and status of every customer interaction and help workers to give personalized service.
Covers Q 212 and 222

77. CRM - Customer Relationship Management
Implementation Includes:
Customer Data and Analysis
Technology and Staff
Strategies and goals
Considerations should NOT include:
Thanking regular customers for their loyalty
Surveying customer needs
Covers Q 212 and 222

78. Marketing Techniques Broadcast (Mass) Permission One to One
One to One marketing to personalize advertisements to individual customers via . NOT VIRAL (2.4.1)
One to One is difficult to personalize on a large scale, costly, and difficult for software to supplement the human touch. It is easy to interface the web site to the customer database. (2.4.3)
Permission Marketing is when the marketer does what? You guessed it asked for and receives permission to send products and services (as little as a check box) (2.4.4)

79. Web Based Marketing Cookies / Tokens Unique Visits / Hits
Client-side tracking so customer does not have to identify themselves again
Unique Visits / Hits
Server-side tracking by using log files to identify the customer
Banner Advertising
Is a cost per action
Conversion
The moment a customer buys

80. E commerce b2b (business to business) b2c (business to customer)
Most sophisticated type of internet transaction
Requires the highest level of trust between the parties
b2c (business to customer)
Customers should get same benefits at the store / location as on the Internet
Discounted prices on the web site versus voice is not a consistent B2C ecommerce model
b2e (business to employee)
Employee portal that allows access to human resource information such as job postings, work schedules and work policies
Secure Electronic Transaction (SET)
More secure than SSL
Non biased authentication
A single trusted international source

81. Web Terminology World Wide Web (www) consists of three components
HTTP – Hypertext Transfer Protocol
HTML – Hypertext Markup Language
URL – Uniform Resource Locator
Domain Name System (DNS)
An internet service that converts internet names and resolves them into Internet Protocol (IP) addresses.

82. Targeted Technology Section Three
Facilities
Clubs
Resort/SPA
Emerging Technologies

83. Electronic Locking Systems
Hard-Wired System
Codes the key and changes the door at time the key is first made at the front desk.
Micro-Fitted System
Depends upon a pre-coded microprocessor in each lockset at the guest room door and front desk encoder.

84. Electronic Locking Systems
Features
Unique keys (instantly changes)
Audit trail capability
Key code expiration
Automated dead-bolt with “Do Not Disturb”
Key must be removed for door to open to protect from possibility of keycard theft
Control access to virtually every area of the hotel, including exterior doors, storage areas, admin areas, meeting rooms and guestrooms

85. Electronic Locking Systems
Features
Enhanced guest security by monitoring the status of every guestroom door opening, even when entry is achieved without the guest’s issued key
Review the audit trail to determine which assigned keys gained entry to a guest room.

86. Energy Management Systems (EMS)
Guest Control
Enable guest to have full and complete control of room temperature when physically present in the room.
Demand Control
Turns off units for varying periods of time without affecting environment or comfort conditions.
Maintains pre-determined energy usage levels.
Duty Cycling
Turns off equipment on a sequential basis for a given period of time each hour also without affecting environment or comfort conditions

87. Energy Management Systems (EMS)
Room Occupancy Sensors
Infrared or ultrasonic waves used to register the physical occupancy of a room
When the guest leaves, sensors react, and following a short delay, lights, and HVAC are reset to default settings.
PMS Interface
Provides energy control opportunities to minimized energy usage in direct relation to anticipated occupancy levels.

88. Club Systems MEMBERSHIP TRACKING FIXED ASSET ACCOUNTING GENERAL
LEDGER ACCTG
INVENTORY
CONTROL
PAYROLL/
PERSONNEL
EVENT
MANAGEMENT
POINT-of-SALE
CONTROL
HOTEL
OPERATIONS

89. Club Systems
Primary Objectives for Implementing a POS System in a Club Environment
Increases internal controls
Improves member services
Enhances staff productivity
NOT to reduce staff
When planning to computerize a club’s information systems, they should identify the application software first.

90. SPA Systems Spa Reservation Systems 3 components
A provider/associate
A facility/room
The equipment needed
Allows automatic assignment of available time slots to multiple guest, all arriving during similar blocks of time, with various services being selected.

91. SPA Systems Spa Reservation Systems
Utilize criteria for treatment rooms and service specialists, instead of just rooms and available space requirements.
Priority and Percentage Load methods are used to allocate spa resources when making an appointment for a treatment.

92. SPA Systems Interfaces: Retail Inventory Point of Sale
Property Managements System(s)
Point of Sale System
Internet Reservations
Retail
Inventory
Point of Sale
Gift/Debit Card System (

93. Golf Tee Time Systems Usage Ways To Book Reservations
Book rounds weeks in advance
Match individual players to create 4-somes (yield manage)
Block individual holes for planned maintenance
Manage play on multiple courses
Ways To Book Reservations
In Person
Via Lottery
Internet
Can be used:
Book rounds weeks in advance
Match individual players to create 4-somes (yield manage)
Block individual holes for planned maintenance
Manage play on multiple courses
Ways to book:
In person
Via lottery
Internet

94. Golf Tee Time Systems Golf Operations Terminology Shotgun Aeration
Handicap
Can be used:
Book rounds weeks in advance
Match individual players to create 4-somes (yield manage)
Block individual holes for planned maintenance
Manage play on multiple courses
Ways to book:
In person
Via lottery
Internet

95. Club Websites Typical divided into 3 sections
Member Partition
Staff Partition
Guest Partition
Desired synchronization features
Member roster synchronization
Member online account review
Private club web sites are typically divided into 3 sections:
Member partition, Staff partition, Guest partition
From the mgmt perspective, the 2 most highly desirable synchronization features are:
Member roster sync’ing and Member online account review
Member accounting data is most commonly shared with the Club website via a zipped file generated from the accounting system and sent to the website nightly.
Real-time data access methods, such as XML or OLTP data mining, is not widely used in today’s Club applications.

96. Club Websites Member Accounting on the Web Reasons For Failure
most commonly shared via a zipped file generated from the accounting system and sent to the website nightly
Real-time data access methods, such as XML (eXtended Markup Language) or OLTP (OnLine Transaction Processing), is not widely used in today’s Club applications
Reasons For Failure
Content under-appreciated
Site is under-promoted
Site is under-funded
Site is under-appreciated
Private club web sites are typically divided into 3 sections:
Member partition, Staff partition, Guest partition
From the mgmt perspective, the 2 most highly desirable synchronization features are:
Member roster sync’ing and Member online account review
Member accounting data is most commonly shared with the Club website via a zipped file generated from the accounting system and sent to the website nightly.
Real-time data access methods, such as XML or OLTP data mining, is not widely used in today’s Club applications.

97. RFID Definition – Radio Frequency Identification
A technology used to transmit data by a mobile device and read by a reader that is not connected via a wired connection
Two types of RFID tags:
Passive: Have no internal power supply. Incoming radio signal provides just enough power for the CMOS
integrated circuit in the tag to power up and send a response. Practical ranges of 10cm up to a few meters.
Active: Have their own internal power source used to power ICs and broadcast the signal to the reader.
Usually more reliable making them more effective in harsh environments. Practical range of 100 meters
and a battery life up to 10 years
Privacy Concerns:
Purchaser of an item may not be aware of the existence of the RFID device
Myths related to RFID Privacy include:
Easy to intercept the RFID signal and steal the individual’s identity
Since many tags contain similar data elements, it is easy to confuse one’s identity with another
Tags can easily be removed and attached to other items or people

98. RFID Types of Tags Passive Active Have no internal power supply
Incoming radio signal provides just enough power for the CMOS integrated circuit in the tag to power up and send a response
Practical ranges of 10cm up to a few meters
Active
Have their own internal power source used to power integrated circuits and broadcast the signal to the reader
Usually more reliable making them more effective in harsh environments
Practical range of 100 meters
Battery life up to 10 years
Two types of RFID tags:
Passive: Have no internal power supply. Incoming radio signal provides just enough power for the CMOS
integrated circuit in the tag to power up and send a response. Practical ranges of 10cm up to a few meters.
Active: Have their own internal power source used to power ICs and broadcast the signal to the reader.
Usually more reliable making them more effective in harsh environments. Practical range of 100 meters
and a battery life up to 10 years
CMOS - complementary metal-oxide semiconductor
Privacy Concerns:
Purchaser of an item may not be aware of the existence of the RFID device
Myths related to RFID Privacy include:
Easy to intercept the RFID signal and steal the individual’s identity
Since many tags contain similar data elements, it is easy to confuse one’s identity with another
Tags can easily be removed and attached to other items or people

99. RFID
Privacy Concerns
Purchaser of an item may not be aware of the existence of the RFID device
Myths related to RFID Privacy include
Easy to intercept the RFID signal and steal the individual’s identity
Since many tags contain similar data elements, it is easy to confuse one’s identity with another
Tags can easily be removed and attached to other items or people
Two types of RFID tags:
Passive: Have no internal power supply. Incoming radio signal provides just enough power for the CMOS
integrated circuit in the tag to power up and send a response. Practical ranges of 10cm up to a few meters.
Active: Have their own internal power source used to power ICs and broadcast the signal to the reader.
Usually more reliable making them more effective in harsh environments. Practical range of 100 meters
and a battery life up to 10 years
Privacy Concerns:
Purchaser of an item may not be aware of the existence of the RFID device
Myths related to RFID Privacy include:
Easy to intercept the RFID signal and steal the individual’s identity
Since many tags contain similar data elements, it is easy to confuse one’s identity with another
Tags can easily be removed and attached to other items or people

100. Uses of RFID in Hospitality
Cashless RFID Systems
Asset Management
Waterparks
Lost Children
Resort Tasks
Casino Operations
Gaming chips are now embedded with RFID devices to track where users go and precisely how many gaming chips are used
Easy for guests to purchase high margin items such as drinks
Asset mgmt can benefit from RFID on mobile, stationary, dusty, humid items that are deemed valuable and worth tracking.
RFID removes the awkwardness of carrying around money or credit cards
Can assist in resorts to:
Know where housekeepers are
Tracking valuables like TVs and LCD Projectors
Control of underage drinking
Gaming chips are now embedded with RFID devices to track where users go and precisely how many gaming chips are used

101. Universal Serial Bus (USB)
A widely used hardware interface for attaching peripheral devices.
Up to 127 peripheral devices can be attached to the bus
History
Began to appear on PCs in 1997
Windows 98 was first version of the Windows operating system to support USB natively
Types of Connections
A – Upstream
B – Downstream
Mini A & Mini B
Used on small portable devices such as PDAs, music players, digital cameras and cell phones
Universal Serial Bus- A widely used hardware interface for attaching peripheral devices. USB ports began to appear on PCs in 1997, and Windows 98 was the first Windows to support it natively.
Up to 127 peripheral devices can be attached to the bus
DEFINE UPSTREAM=Type A (Smaller connector) AND DOWNSTREAM= Type B (Larger end)
Type A and B, Mini-A and B The USB ports on computers and hubs have a rectangular Type A socket, and peripheral devices have a cable with a Type A plug. Peripherals that do not have an attached cable have a square Type B socket on the device and a separate cable with a Type A and Type B plug.      The Mini-A and Mini-B connectors are used on small portable devices such as PDAs, music players, digital cameras and cellphones. Hubs may use Mini-B instead of Type B for the computer connection.

102. Cell Coverage In The Hotel
Operational Benefits
Staff members can communicate with one device and not require cell phones, PDAs and pagers
Staff can be contacted easily when away from the property
Staff can respond to issues in real-time
Concrete and Steel
Cell Phone Amplification
It’s expensive
Can be directly tied to guest satisfaction and Guest recovery strategies
In-building solutions do not affect external coverage areas
Operational Benefits
Staff members can communicate with one device and not require cell phones, PDAs and pagers
Staff can be contacted easily when away from the property
Staff can respond to issues in real-time
In buildings made primarily of concrete and steel, cell coverage is typically weakest in back-of-house non guest areas (figure out why: where large, heavy equipment resides)
Cell communication in basements can be enhanced using Cell Phone Amplification technology
It’s expensive
Can be directly tied to guest satisfaction and Guest recovery strategies

103. Evolving US TV Regulations
Stations Convert to Digital Format
US Markets must convert by 2/17/2009
Most provide digital today
Analog signals must be turned back to the government for first responder use
Point of Encryption
Digital movie producers require their signals to be encrypted
All the way to the display unit!!!
TV stations serving US markets must convert their signals to a digital format by February 17, 2009
Most are providing digital signals today
In 2009, analog signals must be turned back to the gov’t for first responder use
To prevent piracy of digital movie content, all digital movie producers require their signals to be encrypted
ALL THE WAY TO THE DISPLAY UNIT
Can your in-room sets de-crypt the signal?
ATSC=Advanced Television Standards Committee: created voluntary standards for TV sets which were adopted by the FCC in Addresses aspect ratios, resolution and frame rates and includes how the sound and video are encoded and transmitted
HDTV-ready sets do NOT include the ATSC tuner. Only integrated sets do.

104. Evolving US TV Regulations
All TVs Sold After March 01, 2007
Must be HDTV Ready
HDTV ready does not mean it includes a ATSC tuner
ATSC – Advanced Television Standards Committee
Created voluntary standards for TV sets which were adopted by the FCC in 1996
Addresses aspect ratios, resolution and frame rates and includes how the sound and video are encoded and transmitted
TV stations serving US markets must convert their signals to a digital format by February 17, 2009
Most are providing digital signals today
In 2009, analog signals must be turned back to the gov’t for first responder use
To prevent piracy of digital movie content, all digital movie producers require their signals to be encrypted
ALL THE WAY TO THE DISPLAY UNIT
Can your in-room sets de-crypt the signal?
ATSC=Advanced Television Standards Committee: created voluntary standards for TV sets which were adopted by the FCC in Addresses aspect ratios, resolution and frame rates and includes how the sound and video are encoded and transmitted
HDTV-ready sets do NOT include the ATSC tuner. Only integrated sets do.

105. Managing Technology HR / Time and Attendance Section Four
General Management
System Strategies
System Analysis and Selection

106. Time Clock Systems Controls when employees may punch in and out.
Can not automatically correct missed punches
Produces management reports
Uses an encoded employee badge
Badge number, SSN, Employee ID number, or biometric hand punch all valid methods to clock in/out
Compares actual to forecast
Data from timeclock stored in computer
Typically communicates via serial, Ethernet, or modem connections.
Interfaces to Payroll system

107. HRIS Systems Personnel & Benefits Administration
Business Expense Tracking
Vacation days earned
I-9 Information
Family Medical Leave Act (FMLA) Tracking
Organizational Information

108. HR Concepts Personnel & Benefits Administration
Equal Employment Opportunity (EEO)
Provides opportunities for employees and applicants without regard to Race, Religion, Pregnancy, Veteran Status
Bereavement Leave
employee benefit used to grant excused time away from the workplace to attend a funeral

109. HR Concepts Personnel & Benefits Administration
Computer Usage & Security Policy
Should be in place and understood by ALL to safeguard both the company and the employee
Family Medical Leave Act (FMLA)
A federal law that allows an individual up to 12 weeks leave based on medical necessity for self, child, spouse or parents
Employers with 50 or more employees
& Internet Usage Policy
All Electronic mail messages are the property of the company

110. General Management Executive Information Systems (EIS) Lifting
Provide an overview and report statistics on Rooms, Payroll and Financial Data within your property
Lifting
never twist at the waist rather than using your feet to change direction
Slide load as close to your body as you can
Get help if too heavy or bulky
Raise yourself using leg and hip muscles
Slightly bend your knees

111. General Management Human Resources Fire and Safety
As a Technology manager, your first priority is to ensure the safety and security of your employees in the workplace
Fire and Safety
Upon detecting a fire
Call 911
Remove yourself and others from harm’s way
Notify your leaders
Print an in-house guest list by room number (for EMS services to use)

112. Asset Management Manage total cost of ownership (TCO) and life cycle
Mandate employees use company owned equipment
Track location of assets

113. Cost of Ownership Software Costs Help Desk / Support Functions
Training

114. Networks / Security Peer to Peer / Client Server Multiprocessors
Peer to Peer share equally the processing
Multiprocessors
Security Controls
The IT security plan should be designed and implemented by the systems manager not the security department, GM, or risk manager
Disaster Plan
Should include prevention, evacuation and recovery

115. System Decision Factors
Application Functionality
System Reliability
Vendor Service/Support
System Performance
Ease of Operation
Vendor Reputation / References
Communications Capabilities
Software Flexibility
Price/Total System Cost
When evaluating vendor proposals and RFP rely on a multiple rating (use multiple criteria not just price)
10 Ten NEVERS – Never be the first users, never be the largest, never be the last.
OK to select a non-proprietary system

116. 1. Put together a “Systems Team”
People from different areas of the operation
Everyone has the potential to provide important input
Include representatives from management, kitchen operations, service, and accounting

117. 2. Analyze Current Information Needs
Create a profile of your operation
outlines the needs of the operation for the vendors
Meeting users needs is critical when purchasing a new computer system
Put together a “wish list”
Include absolutely necessary and “nice to have”
Attributes will become the “frame of reference”

118. 3. Collect Sales Information
Contact system vendors
Request sales information
Obtain vendor information from local, or national organizations or publications
Visit trade shows like…

119. 4. Establish System Requirements
Use the list of attributes from step 2
Add the optimum configuration
For example in a restaurant
How many terminals and printers will be necessary
What types of terminals (touch screen, keyboard interface, etc.)
What type of network you would like to implement
Don’t be locked into your initial vision.
Ask each vendor if your proposed configuration is what they would recommend.
Ask each vendor how their proposed configuration meets or exceeds your disaster recovery / redundancy requirements.

120. 5. Write an RFP Request for Proposals Create a Property Profile
Describe the selection process and its parameters
List your system requirements
Don’t allow vendors to use their own bid format
Obtain Vendor Information
Request Program Documentation
List System and Service Costs
Request estimation of hidden, indirect, direct but not opportunity costs

121. Whose systems meet your needs?
Request for Proposals
Whose systems meet your needs?
RFP’s should include:
Property/Company Materials (describe your business)
Bidding Requirements
Computer Application Requirements
Should NOT include financial statements
Tells vendor about the property’s business operations
Establishes bidding requirements for vendor proposals
Deals specifically with user application requirements
Tell them what the current system is lacking
Don’t provide financial statements.
Tell the vendor WHAT you want. Let them tell you HOW their solution meets your needs or business requirements.

122. 6. Evaluate Vendor Responses
Establish criteria and a scoring system
Have each member of the project team evaluate each proposal
Combine the results and narrow the field to 2 or 3 vendors
Respond to all vendors relaying their status in the selection process following the results of the evaluation of vendor responses
Keep in mind the vendor’s objective is to say YES to as many questions as possible.

123. 7. Visit “Live” Sites
Schedule a site visit to one or more sites that are using the system in question.
Take along a list of questions to ask the operator regarding the system and the vendor’s performance.
It is hard to forget a bad experience, or stop talking about a good one.
An alternate strategy is to ask the vendor for their entire install base and not just a handful of pre-selected references.

124. 8. Conduct Scripted Demonstrations
Allows you to see exactly what you want rather than what the sales person wants you to see.
Prevents unfocused demonstrations of neat system tricks
Provide the vendor with your menu, or a sample of your menu.
Construct a series of transactions that you would like to see, highlighting those transactions that are frequent and particular to your operation.
Maintain control of the demo

125. Support
Does software support include upgrades? If not, what is the charge?
What are the hours of the support help-line (nights and weekends)?
How is support time billed? How are fractions of hours billed?
Is there an additional charge for support that requires a site visit? What is the charge?

126. Installation Factors Training Site Preparation
Design of Printed Materials
Initial entry of database elements
System Conversion
Documentation
Contingency Planning
Vendor Support
Acceptance Testing

127. Definitions Strategic Planning Operator’s Guide
following levels of decision-making, supported by a management information system, involves future-oriented goals and objectives of an organization
Operator’s Guide
computer system documentation serves as training material oriented toward specific application procedures

128. Definitions System Conversion Contingency Planning
Process of switching from the current information to the capabilities of a newly purchased computerized system
Contingency Planning
Plans which are developed for possible operations where the planning factors (eg scope, forces, destination, risks, area of responsibility etc) have been identified or can be assumed.
is NOT one of the Fundamental areas of acceptance testing of a new computer system

129. Keys to a Successful Purchase
Organize, Organize, Organize
Avoid being rushed
Maintain control of the process
Never pay until product is ACCEPTED
Acceptance testing includes – system integrity, hardware and software efficiency but NOT contingency planning

130. Questions

131. Review Materials CHTP Study Guide Volumes I & II How Networks Work
The Essential Guide to Internet Business Technology

132. Good Luck!