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We’re hardly out of the woods with COVID-19, and that means many properties will have to make do with a customer base mostly derived from local leisure, staycations and workcations from drive-to markets. With fewer overall guests, outside of cost savings efforts we must simultaneously look at maximizing the revenue per available guest (RevPAG), and there’s no better way to go about this than by sharpening your use of the PMS.

This is the last issue of Siegel Sez before this year’s CYBER HITEC event. HITEC is an event I have not missed in 30 years, and historically it has always been a great place to find innovation.

Toxicity Kills
Posted: 10/07/2020

It doesn’t matter if it is toxins in your physical environment or toxins in your mental environment. This stuff kills! 

It’s said that when someone’s mindset shifts, everything around them can change at the same time, and in our current setting, the importance of being in the right headspace, both personally and as an organization, can’t be discussed enough.

In my last installment, I introduced four areas of hospitality technology that I believe have been significantly changed by COVID-19. I covered contactless technologies in depth in that first article. This week I will turn to the other three areas: social distancing; health and sanitation; and communications.

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Enterprise System Pitfalls: Summary

by Mark Loyd
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. 
Complex enterprise systems have the potential to revolutionize our business, improving topline revenue and reducing operating costs. For hospitality CMOs, this may be a project intended to create a backbone for disparate connected systems, creating the ability to offer unique service offerings to guests, differentiating the brand. For CSO’s, the right platform can significantly improve data security and prevent damaging breaches. For COO’s, real-time connectivity and automation is a way to provide efficiencies in the field and improve consistency in the hotel operation. The right enterprise system has great theoretical potential for good! But at least as great of a potential to be at best a mediocre solution, and at worst a complete disaster.
When designing a new enterprise system, take these suggestions into consideration, and you will greatly increase your odds of establishing a solution that will accomplish on-time delivery of a secure, feature-rich platform.
Focus on feature code
Frameworks, libraries, layers, or any code that does not provide clear, eminent, and calculated functionality must be questioned. Error on the side of reducing code when in question. Too often, we take the opposite approach and include theoretical ideas, future-proofing, more logging, etc., because we feel they can bring some sort of certainty. Most additional, non-feature layers and code only bring more complexity, security holes, and poor performance. Though you don’t write a check for licensing another open-source library, you will still pay a price every time.
Solve problems by reducing, not by adding
Whenever possible, eliminate to solve problems rather than add. It is better to get something tested and working than to create more initially. Your team may be agile in process, but waterfalling in thinking. Many engineers will build massive infrastructure before a single feature is added.
Be OK with little uncertainty
Many of the complexities we add to platforms are intended to help us be certain of results. I hate to break it to you, but there is no such thing. Nothing is certain. But our linearly processing minds walk us down a path that results in us thinking if we add one more control, one more pattern, etc., that we’ll make things more certain. In a small minority of cases this is true. In the vast majority of cases, we’ve solved nothing and simply added more things that can go wrong. Everything we add to a system exponentially increases the risk to outage, bug, or other failure.
Many companies have implemented enterprise platforms to a lesser or greater degree of success, and you, too, can be successful if you are intentional and wise. In addition to making sure you have the right team and clear requirements, keep an eye out for the pitfalls I’ve described in recent posts, and you’ll stand a much better chance to be on time and on budget. 
About The Author
Mark Loyd
Jonas Chorum

Mark has two passions… technology and the outdoors. Starting his technology career in the late '90s as a software developer for a property management system, he quickly worked his way through the ranks and entered his first leadership position in 2000, managing a team of 5 developers. Twenty years later, having served as COO, CSO, CTO, and now president, Mark leads a talented team of 120 people that follow his passion and vision in making Jonas Chorum a technology leader in the hospitality industry. 

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