Crystal ball gazing is not a precise art! Even if you could grab the controls of the Hubble telescope and point it to the future instead of the past, I doubt it could accurately predict what will happen with regards tech in the coming years. However, there are a few definites especially when it comes to the hospitality industry, that I would like to cover in this article.
 

There are a gamut of devices coming into the (Asia) market; and one such device is the Blackberry PDA from Research in Motion Ltd., which as of 2nd Quarter 2002, has so far captured 6.1 percent of the U.S. PDA market, and according to IDC a market research organization - is still the torch bearer when it comes to the delivery of wireless messaging.

A Blackberry Wireless Handheld

The Blackberry compared to say the iPAQ and PALM is fairly unique, since it is one of the only small form factor PDA�s which encompasses both a screen and keyboard, and in the latest version has both GPRS and GSM connectivity, allowing it to also be used for voice as well as data communications. 

Since the early 80�s we�ve learnt to accept and become dependant on mobile communications, although mainly in a voice mode. Where we have yet to advance to is the concept of mobile data processing. Actually, out of the estimated 5.8 million mobile phone users in Hong Kong which has a population of 6.5m, it would be my educated guess that a very high percentage already use SMS as an alternative level of communicating with  family, friends and business associates. After all, it�s simple, fun and convenient especially when a voice communication is not practical like on the subway, or @ work, or to a person with whom you do not want the conversation to be overheard.

However, true mobile data is another ball game � and these PDA�s along with new developments in wireless networking such as GPRS (2.5G) and 802.11x along with Hot-Spots http://www.80211hotspots.com/ are now lending themselves nicely to this extremely useful working practice.

In a hotel environment, the concept of wireless has been slow to take off, and yet it could have numerous benefits, especially considering the fact that massive amounts of interdepartmental data are whizzing around the property on a 7x24 basis presently locked inside plastic coated copper cables, requiring the need of a clunky PC to access it. This long outdated working practice would best be served by people carrying mobile devices that constantly interact with property based systems in both a push and pull mode.

In push mode, the device would receive dynamic data as it�s updated on the respective system being communicated with. For example this could be revenue and occupancy statistics and messages. In pull mode, the device could receive guest information, inventory status and forecasting. 

What does this do for a hotel?

Well, for one thing, it helps reduce �behind the desk time� and allows the property to practice MBWA (Management by Walking About) which is an extremely important function since it allows the manager to be on the floor watching the operation and interfacing with guests helping deliver enhanced guest services.

Wireless should not be limited to the hotel�s administration. When correctly installed, hotel guests with the right hardware can get-online to the internet and work anywhere they choose and not as in far too many cases, dictated to by the hotel or a socket on the wall. With WAPs (Wireless Access Points) now costing under US$300 and wireless PCMCIA cards at around US$75, they are no longer beyond the reach of the average consumer. 

A recent installation I did in Hanoi (Hanoi Horison Hotel) has yielded vast benefits for the hotel and the guest.  Hotel guests are now able to get online without cost to the internet with stable connections and at speeds up to 30 times faster than traditional dial-up. According to General Manager - Jan Hilhorst - the hotel has experienced over a 200% increase in revenues from areas that have the service available. All of this has created a win-win situation with customer satisfaction levels going through the roof, and business being won from competitors in the local market.

Of course, PDA�s are not suitable for presenting all kinds of data especially due to their limitations of screen size and memory. This is the place where the latest hand-held device has a home. The Tablet PC is without doubt going to be one for the books. The true versatility of this device is yet to be discovered, but my gut feeling is that it will be a hit, and is definitely high on my Christmas stocking list!
 

Microsoft has recently launched a new version of Windows XP � for the Tablet PC which allows data to be manipulated by a stylus similar to what we have thus far seen on the PDA platform. The technology behind this can translate handwriting into text, and manipulate data without the need to touch a keyboard. Acer have launched what I believe will be a real winner, the TravelMate C100 which not only functions as a Tablet PC, but also as a regular notebook by a lifting up the lid

A Tablet PC

Does this have a home in the hospitality industry?

You bet it does although most people have yet to realize it. Imagine walking in the front door of a hotel and being greeted by a GRO (Guest Relations Officer) sporting one of these devices who while escorting you to your room � in the elevator- in a wireless mode - with a virtual image of your Registration Card and all your details displayed with all you needing to do is sign the screen using the stylus and you are checked-in.  No fuss, no paper, no queues, increased efficiency, increased customer satisfaction just to name a few of the benefits. And oh yes, no need for a Reception desk which all too often forms a natural barrier between the guest and the staff.
 

Well, one of the popular buzz words we often hear is convergence � and in the case of wireless as the technology evolves it will prove an important aspect as to it�s adoption and ultimate usage. DECT handsets (Digital Electronic Cordless Telephones) are finding their place in hotels on both the guest and administration sides of a hotel operation. For a guest, they are either replacing or supplementing the

A DECT handset

outdated analog desk phone allowing the guest to take the handset out of the room and roam the building while remaining connected to the phone network. This means in theory (depending on the installation) that you could originate a call in your room, walk out of the door and go along the corridor, get into the elevator, go to the coffee shop for your breakfast all the while continuing a  conversation whilst waiting for your lightly boiled eggs to arrive. For an administrator, this technology no longer ties you to the desk, again allowing you to practice MBWA and keeping a closer eye on the operation. Meetings can be held in public areas instead of behind closed doors, where you can be visible, although what remains invisible - is the technology behind scenes gluing it all together.

When I talk about convergence, I mainly refer to the protocols of wireless networks which up until now have for example required a separate network for data (802.11x) and one for voice - DECT. However, moves are afoot by companies such as CISCO to take the DECT phone and allow it to communicate over the 802.11x LAN. I�m also hearing that China Mobile is somehow going to allow data access over their GSM network inside a hotel � although to-date I have not seen the blueprints for this.

As I said in the beginning, crystal ball gazing is not a precise art, and historical trends don�t necessarily reflect what will happen in the future. But as the NG (next generation) - the main adopters of new technology moves into the workplace and more frequently patronize hotels,  they will seek out such technologies so as to enhance their overall experience while using your facilities. And who knows, maybe even more inclined to select your business over another based on the level of technology you have employed, to that end bypassing the conventional star rating to one that encompasses technology such as the innovative  6th-star program www.6th-star.com  which rates a hotel specifically based on guest side technologies irrespective of how many have been awarded by the local tourism or hotel association.

In tech terms, the future is now. The world operates at internet speed, and for those people who access it via a slow and unstable dial up connection, it can accurately reflect their level of interaction with society. For those of us fortunate enough to be in an always connected mode, it helps us stay in touch with what�s happening, and perhaps be more in control of our lives and destiny. Who can tell us this for sure � well maybe the Hubble telescope can as it boldly continues its pioneering journey into the places where man or even no man has gone before.

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Terence Ronson [email protected]

Terence started his career as a Chef, and acquired his wealth of practical experience and knowledge whilst holding various management positions with Hilton International in Asia and at several prestigious establishments in the U.K. After developing a personal interest in computers and technology some twenty years ago, Terence has turned his attention on to this exciting and rapidly evolving aspect of the business, working with several prominent IT related companies in the hospitality industry, applying their products and services so as to streamline businesses, improve profitability, and the guest experience. Terence now runs his own business Pertlink Limited, which specializes in helping hospitality companies maximize the use of IT in the pursuit of improved customer service.