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Enterprise System Pitfalls: Summary
Today I’m wrapping up a series of posts on the broad topic of Enterprise System Pitfalls. In this series, my hope was to help shed light on the primary problems that cause us to miss budgets, fall short on capabilities, or completely fail when implementing an enterprise system. 

The Year in Review
As 2019 comes to a close, it’s time to count our blessings. One of mine has been the privilege (and fun!) of being able to reach out to so many interesting companies and get them to tell me what they’re doing that’s different, disruptive, and game-changing. The list of things I have to write about in future columns has only gotten longer in the nine months since I started writing this column.

Sustainable Innovation
Sustainability can yield multiple benefits to hotels. Saving energy and water yields direct cost savings. Revenue can be generated by guests who prefer to deal with businesses that minimize their environmental impact. And many would argue that conserving scarce resources is simply the right thing to do.

Meetings Innovation
The sale and delivery of groups and meetings is perhaps the most significant and under-automated functions for many hotels. Even though groups often account for 30% to 60% of revenue, most group bookings are still handled manually for most if not all of steps, as they move from a meeting planner’s research to a confirmed booking.

The biggest enemy to any system is complexity. In a system of inputs and outputs, such as an enterprise system, more complexity means more parts are used in interaction with inputs to create the outputs. Every part that must be built and maintained costs time and money

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IT Items to be included in remodeling projects

by Geoff Griswold

First, there should be a clear definition of the project. This includes time of completion, exact type of materials used, labor/contractor costs and the overall budget. Hotel operations and construction companies/crews must work closely together to insure a smooth project. If the hotel is open and operating during construction, hours of work may be limited. There should be well defined guest and contractor areas.

Some hotels (usually through ownership) have the availability of construction, energy and technology experts to assist in planning rehab projects, but, many hotels do not. Franchises have the availability of brand expertise which is helpful, especially when conforming to brand standards.

The following is a partial list of high-tech items that may be part of a rehab project, along with comments on installation.

Improved energy efficiency- The three areas that a hotel can improve its consumption are heating/cooling, hot water and lighting. Some rehab projects include installing more accurate thermostats and lighting controls that dim or shut off lights when not in use. An energy management system can also be installed during a rehab project.

Self-check-in systems- Kiosks in the lobby area are becoming more common and usually don’t require a rehab project for installation, but if the lobby area is being remodeled, a provision for installation should be made. Usually all that is required is power and a network connection. A more advanced approach is to have tablet computers in the guest rooms. This may require special network connections(wireless) for security reasons.

Re-wiring– During any rehab project is a good time for network rewiring, especially if the walls are being stripped to the studs. A project may include additional wiring runs for a IP telephone system, or more access points for wireless applications. It may be necessary to upgrade existing wiring to achieve greater speed, both for the guest and admin networks. A few hotels have gone to the extent to install fiber optic cable to obtain blazing connection speed. However, many guests’ devices are unable to operate at such speeds.

Additional runs on the admin network are always helpful for the staff, and these should not be overlooked in the planning phase of the project. Also, unsightly wiring can be corrected if sheetrock has been removed.

In-room control panels- In-room control panels are best installed during rehab as they require additional wiring. Some have the ability to control the temperature, lighting and several other functions. Some hotel general managers are concerned with security breaches on wireless models of these devices.

Smart TVs in guestrooms- There has been an increased demand for internet connected TVs in the guestrooms. If a rehab project calls for TV replacement, it makes sense to install an internet-ready TV. This may require additional access points on the guest network or even hard wire connections. Retro fitting existing TVs with an adapter will require the same wiring requirements. These TVs provide the guest with hotel information, messaging, internet, games, movies and local services.

Tablet-based systems- Systems that are placed in guestrooms for ordering room service, check in and out, listening to the radio, and many other functions may require additional wireless access points on a separate network to operate. This requires additional wiring and equipment that is much more easily installed during a rehab project.

Smartphones as guestroom keys- This technology, being led by Starwood and Hilton, enables a guest to use his or her smartphone as a room key. The phone requires an app and for now, a preferred guest membership. “Keys” are sent to guests over the internet and are encrypted. Starwood has done thorough penetration testing to identify any security concerns. Conclusions reached so far found that while venerable to hacking, the technology is at least as secure as using a physical card.

Each guestroom door will have to be retrofitted with the hardware required to accept smartphone input.

One area that is often overlooked during remodeling are the hotel’s high tech equipment rooms. These contain telephone equipment, servers, routers, switched hubs, and many other pieces of technology equipment. Some rooms are poorly lit, lack proper labeling on equipment and wiring, and do not have adequate cooling and security.

In addition, there may be obsolete equipment still on the floors or hanging on the walls.

During rehab is an excellent time to address these issues without significant, major expense. Cooling issues can be addressed with floor units while lighting problems can be addressed with new fixtures. Labeling can be accomplished in stages while security can be enhanced with better locks and security cameras. All unused equipment should be removed.

About The Author
Geoff Griswold
Field Engineer & General Manager
Omni Group

Geoff Griswold is a field Manager and general manager of the Omni Group, an IT services company specializing in the hospitality industry. He can be reached at or at (678) 464-2427.

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